Recruitment for Guest Service Executive (GSE) at Filmhouse Cinemas Limited | Apply Now
Filmhouse Cinemas Limited is a dynamic film exhibition company. Our expertise are in the areas of: Cinema operations, management of sites, Ownership of sites, Consultancy for cinema development, Design Fit-out; Cinema project manageme
nt, Film Distribution: Rights Acquisition, Booking into cinemas, and content development.
We are recruiting to fill the position below:
Job Title: Guest Service Executive (GSE)
Location: Lekki Estate Road, Lekki Phase 1, Lagos
Employment 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.
Requirements
Qualifications:
- Minimum Education Qualification: Bachelor’s Degree (B.Sc./B.A./B.Tech.) from a recognised institution.
- Minimum of 2 years of 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.
Requires Skills and Competencies:
- Excellent verbal and written communication skills.
- Strong interpersonal and customer service skills.
- High emotional intelligence, empathy, and conflict-resolution ability.
- Strong attention to detail and problem-solving skills.
- Ability to multitask and work effectively in a fast-paced environment.
- Sales, upselling, and relationship management skills.
- Good computer literacy and proficiency in Microsoft Office applications.
- Professional appearance, excellent grooming, discretion, and confidentiality.
- Ability to work flexible hours, including evenings, weekends, public holidays, and peak movie release periods.
Application Closing Date
Not Specified.
Method of Application
Interested and qualified candidates should:
Click here to apply online
Recruitment for Guest Service Executive (GSE) at Filmhouse Cinemas Limited | Apply Now
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Important Notes
- The above statements are intended to describe the general nature and level of work to be performed by those assigned to this function.
- It should not be construed as an exhaustive list of all responsibilities, tasks and skills required of persons so classified.
- All employees may be required to undertake other responsibilities in addition to those specified from time to time, as required.
- We do not charge any application, processing, training, interview, testing or any other fees in connection with the application or recruitment process. If you receive a fee request, please ignore it.
- Also, please note that logos, slogans, names and titles are easily copied and reproduced. Therefore, particular care should be taken when submitting personal information on the web.
- We are an equal opportunity employer that values inclusiveness and diversity. We do not discriminate on the basis of color, race, nationality, religion, age, ethnic origin, disability, gender, marital status or orientation gender in our employment practices
- Our employees are all equally talented in unique ways: we come from diverse traditions, personal experiences and perspectives. And we want to include your ideas, are you ready to inspire us with your ideas?
- We encourage all applicants to apply and do not discriminate in any recruitment process.
- Applications submitted after the deadline will not be considered.
- Due to the necessity of the position, we are entitled to appoint a candidate who matches the required profile before the above deadline
- Only qualified candidates will be invited for an interview
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