Guest Experience Manager

at  Village Roadshow Limited

Since 1954 Village Cinemas have grown to become a recognisable and prominent entertainment provider & part of one of the world’s leading entertainment brands. Village is looking forward to several major motion picture releases, coming soon to a screen near you!
This is the perfect chance to put your energy and enthusiasm on display and become a part of the magic that is Village Cinemas!

SKILLS AND EXPERIENCE:

We are looking for someone who is passionate about delivering exceptional customer service, developing and leading teams and driving operational excellence.

You will have:

• Experience within a hospitality industry at a supervisory level
• A high level of customer service experience
• Strong written and verbal communication skills
• Level 2 First Aid Certificate
• RSA Certificate

Beneficial skills but not essential to apply;

• Previous experience using Vista ticketing system
• Experience within the cinema or entertainment industry
• Events experience

If this sounds like you, we encourage you to apply for this exciting opportunity!

If you’ve been seeking an exciting new challenge, this role could be perfect for you! Village Cinemas Werribee is reopening later this year, and we are searching for a Guest Experience Manager (GEM) to join the team.
Reporting to the General Manager, the GEM is our guest ambassador putting our guests at the centre of everything! From the moment a guest steps through the doors of the cinema site, our GEM’s are responsible for ensuring outstanding guest experiences supported by operational experience.
You will be responsible for managing the cinema operations of the site in collaboration with the Senior leadership team within that cinema site to ensure the company guest-centric vision and values are well represented through processes and communications.

You will be responsible for:

• Guest Experience: Delivering exceptional customer service, handling customer feedback and complaints, optimising service recovery and actively collaborating with departments to improve guest experience.
• Operational Excellence: Ensuring the standards of site presentation, technical standards, cleanliness, and staff presentation are exceptional, managing site repairs and maintenance, and reporting any safety hazards.
• People Management: Developing, coaching and training site employees, improving employee retention rates, providing ongoing feedback and coaching, and fostering a positive environment.
• Financial Management: Supporting the General Manager to ensure the financial success of the site, including payroll and revenue results.
• Inventory Management: Managing site inventory, reconciling physical stock with system stock, liaising with inventory purchasers, and ensuring accurate processing of stock movements.

This role would suit someone who wants to grow into an inspiring and influential leader who motivates others to achieve their full potential through processes, communications and training.