Customer Experience Crew

1 week ago

San Fernando, Ilocos, Philippines SM CITY LA UNION Full time
1. Job Summary

The Cinema Customer Experience Crew is responsible for ensuring a smooth and enjoyable movie‑going experience for all guests. This role involves ushering, crowd management, cinema checking, assisting customers inside the theaters, and supporting overall cinema operations in line with SM Cinema's service and safety standards.


2. Key Duties & Responsibilities
A. Customer Service & Guest Assistance
  • Greet customers warmly and provide directions to cinema gates and facilities.
  • Assist guests with seating concerns, cinema rules, and safety reminders.
  • Address customer questions and minor concerns; escalate major issues to supervisors.
B. Cinema Operations & Housekeeping
  • Check theater readiness before each screening (cleanliness, seats, temperature, audio/video quality).
  • Guide guests into the cinema during entry and assist during exit to ensure safe flow.
  • Conduct routine cinema walks to maintain cleanliness and orderliness during movie screenings.
C. Safety & Compliance
  • Ensure guests follow cinema rules (e.g., prohibited items, proper conduct).
  • Support emergency procedures during unusual events (e.g., power interruptions, evacuations).
  • Report maintenance issues (e.g., damaged seats, spills, malfunctioning equipment).
D. Operations Support
  • Assist ticketing or snack bar operations during high-traffic hours when needed.
  • Help with promotional activities, special screenings, or premiere events.
  • Maintain all working areas according to SM's standards of hygiene and service.

JOB SPECIFICATION: CINEMA CUSTOMER EXPERIENCE CREW
1. Education
  • At least Senior High School graduate
  • Preferably college level in Hospitality, Tourism, HRM, or related courses
2. Experience
  • Not required; experience in customer service, retail, cinema operations, or hotel/hospitality is an advantage
  • Fresh graduates are welcome
3. Knowledge & Skills Required
  • Strong customer service and interpersonal skills
  • Ability to communicate clearly with guests
  • Knowledge of basic cinema operations (training provided)
  • Ability to handle crowd flow and fast-paced environments
  • Basic problem-solving and situational awareness
4. Personal Qualities
  • Friendly, approachable, and professional demeanor
  • Energetic and service‑oriented
  • Honest, reliable, and detail‑oriented
  • Good grooming and adherence to SM appearance standards
  • Team player with willingness to multitask
5. Physical Requirements
  • Can stand and walk for long periods
  • Able to perform light lifting (e.g., cleaning tools, barriers)
  • Good vision and alertness, especially inside dimly lit cinemas
6. Work Schedule
  • Willing to work on shifting schedules, weekends, and holidays
  • Flexible to rotate among cinema gates, lobby, and theater assignments

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