Service associate

SERVICE ASSOCIATE

Position: Service Associate (SA)

Department: Operations / Cinema Operations
Industry: Entertainment / Multiplex
Employment Type: Full-Time
Qualification: 12th Pass / Graduate
Experience: Freshers and experienced candidates can apply

Job Summary

The Service Associate is responsible for delivering excellent customer service and supporting smooth day-to-day cinema operations. The role involves customer handling, ticketing, concessions, ushering, auditorium management, cleanliness, safety, and coordination with the operations team.

Key Responsibilities

1. Customer Service

• Greet and assist customers in a friendly, professional, and courteous manner.

• Provide accurate information regarding movies, show timings, seating, tickets, offers, and cinema facilities.

• Assist customers with ticket bookings, queries, requests, and complaints.

• Handle customer concerns professionally and escalate unresolved issues to the concerned supervisor.

• Assist senior citizens, children, and customers with disabilities or special requirements.

• Ensure every customer receives a positive and comfortable cinema experience.

2. Ticketing & Box Office Operations

• Operate the ticketing/POS system accurately for ticket sales and transactions.

• Issue, print, verify, and validate tickets as per operational procedures.

• Handle cash, card, UPI, and other approved payment methods accurately.

• Maintain proper cash handling and ensure accurate transaction records.

• Complete opening and closing procedures as instructed.

• Report any cash, ticketing, or system discrepancies immediately to the supervisor.

3. Concessions / Food & Beverage

• Prepare and serve popcorn, beverages, snacks, and other food items as per company standards.

• Maintain proper portion control, presentation, hygiene, and product quality.

• Promote and upsell combo offers, promotional products, and other F&B items.

• Maintain cleanliness and hygiene of the concession counter and equipment.

• Follow all food safety, sanitation, and hygiene standards.

• Monitor product availability and inform the supervisor about stock requirements.

4. Ushering & Auditorium Management

• Check and collect tickets at auditorium entrances.

• Guide customers to their respective screens and seats.

• Ensure auditoriums are clean, presentable, and ready before every show.

• Monitor auditoriums during screenings and respond promptly to customer requirements.

• Assist with crowd movement and queue management during peak hours.

• Support evacuation, emergency, and safety procedures when required.

• Report any unauthorized activity, safety concern, or operational issue immediately.

5. Cleanliness, Safety & Maintenance

• Maintain cleanliness and hygiene across assigned areas, including lobby, auditorium, counters, and other operational areas.

• Conduct regular checks of assigned areas and report maintenance issues promptly.

• Follow company safety, security, hygiene, and emergency procedures.

• Ensure equipment and operational areas are used safely and responsibly.

• Support housekeeping and maintenance teams whenever required.

6. Teamwork & Coordination

• Work closely with the Operations, F&B, Box Office, Housekeeping, Security, and other teams.

• Coordinate with supervisors to ensure smooth cinema operations.

• Attend team meetings, training programs, briefings, and operational sessions.

• Support special events, promotions, premieres, and other cinema activities.

• Take up additional operational responsibilities assigned by the reporting manager.

Required Skills & Competencies

• Excellent customer service and communication skills.

• Positive attitude and professional grooming.

• Good interpersonal and teamwork skills.

• Basic numerical and cash-handling skills.

• Ability to work under pressure during peak hours.

• Good problem-solving and customer-handling skills.

• Willingness to work in rotational shifts, weekends, and holidays.

• Ability to follow SOPs, safety guidelines, and company policies.

• Punctual, disciplined, responsible, and customer-focused.

Educational Qualification

• Minimum Qualification: 12th Pass

• Graduation preferred

Experience

• Freshers are welcome.

• Candidates with experience in hospitality, retail, customer service, food & beverage, aviation, travel, or entertainment industries will be preferred.

Shift Requirement

• Willingness to work in rotational shifts, including weekends and public holidays.

• Candidates should be flexible to work according to cinema operational requirements.

Key Performance Expectations

• Excellent customer satisfaction and service delivery.

• Accurate ticketing and payment handling.

• Compliance with operational and food safety standards.

• Proper grooming, punctuality, and discipline.

• Effective teamwork and smooth execution of cinema operations.

• Maintaining cleanliness, safety, and service standards at all times.

• It is a Full Time Retail / Counter Sales job for candidates with 0 - 1 years of experience.