Guest Service Executive (GSE)

🚨 HIRING

Filmhouse Group

Job Title: Guest Service Executive (GSE)
Location: Lekki, Lagos
Job Type: Full-Time

Job Description

The Guest Service Executive is responsible for delivering a premium, personalised, and seamless guest experience throughout the Cube journey. The role serves as a key point of contact for guests, ensuring exceptional service from pre-arrival through departure while supporting booking operations, guest satisfaction, service recovery, and revenue growth.

KEY RESPONSIBILITIES

* Welcome and attend to guests professionally, warmly, and with a personalised approach.
* Deliver exceptional hospitality and ensure a seamless guest experience throughout the Cube journey.
* Coordinate guest bookings, verify booking details, and ensure all guest requirements and special requests are accurately communicated and fulfilled.
* Supervise host/hostess pre-arrival checks to ensure the cinema, amenities, food, beverages, and other booking inclusions are ready to the required standard.
* Brief guests on the Cube experience, facilities, and available services.
* Monitor guest experiences discreetly and proactively attend to guest needs and requests.
* Handle guest enquiries, feedback, and complaints professionally, ensuring timely resolution and appropriate escalation where necessary.
* Provide personalised service to VIPs, celebrities, corporate clients, and guests celebrating special occasions, while maintaining confidentiality and discretion.
* Promote approved Cube packages, upgrades, add-ons, merchandise, and other services to support sales and revenue targets.
* Build positive guest relationships and encourage repeat visits and customer loyalty.
* Work collaboratively with Operations, Food & Beverage, Cinema, Housekeeping, Security, Marketing, Finance, and other relevant teams to ensure seamless service delivery.
* Maintain accurate records of bookings, guest feedback, complaints, special requests, and service recovery actions.
* Adhere to all Cube service standards, SOPs, company policies, health and safety requirements, and professional grooming standards.

Qualifications

* Minimum Education Qualification: Bachelor's Degree (B.Sc./B.A./B.Tech.) from a recognised institution.
* Minimum of *2 years' experience* in guest services, customer service, hospitality, luxury retail, premium entertainment, hotel operations, aviation, or a related customer-facing role.
* Experience in a luxury hospitality or premium customer experience environment is an advantage.

https://jobs.smartrecruiters.com/FilmhouseCinema1/744000141466844-guest-service-executive-gse-