Customer Service Associate

Concessions & Food & Beverage (F&B)

Order Processing & Upselling: Operate POS terminals to process orders accurately; actively upsell combos, large sizes, and seasonal menu promotions.

Product Preparation & Display: Prepare cinema classics (popcorn, nachos, beverages) adhering to portion controls, strict food safety, and hygiene standards.

Counter & Pantry Hygiene: Maintain clean counter displays, food warmers, beverage dispensers, and back-pantry preparation zones.

Stock & Inventory Audits: Monitor daily pantry stock, track wastage/shrinkage, and report inventory reorder needs to supervisors.

2. Ushering & Auditorium Operations

Ticket & Access Validation: Verify physical/digital tickets (Showbiz / QR codes) at main access doors and usher guests to correct auditoriums.

Auditorium Readiness: Perform rapid cleanup ("basketing") between shows—clearing trash, wiping armrests, checking seat condition, and reporting damaged seats.

Show Quality & Monitoring: Conduct periodic walkthroughs during screenings to check screen quality, sound levels, temperature comfort, and prevent unauthorized photography or recording.

Crowd Flow & Exit Management: Guide guests smoothly during intermissions and show exits to maintain foyer safety and on-time show start schedules.

3. Box Office & Guest Services

Ticketing Operations: Issue tickets via POS systems, process cash/UPI/card payments, and redeem digital bookings, vouchers, or corporate passes.

Guest Relations: Address patron queries regarding movie schedules, seat availability, rating guidelines, and ticket policies politely and efficiently.

Lost & Found & Escalations: Log lost-and-found items immediately and escalate unresolved guest complaints to the Duty Manager or Operations Manager.

4. Compliance & Operational Standards

Grooming & Uniform Standards: Adhere strictly to PVR INOX grooming standards, wear assigned badges/uniforms neatly, and maintain personal hygiene.

Safety & Security Compliance: Follow fire safety standards, evacuation protocols, emergency exit checks, and security bag checks at entry points.

Attendance & Shift Discipline: Log shift punches accurately (ADP system), adhere to shift allocations across counters, and complete assigned training modules.

Key Operational Metrics (KPIs)

Average Order Value (AOV): F&B upselling efficiency per transaction.

Turnaround Time (TAT): Fast order fulfillment at concessions during peak intermission rushes.

Audit & Hygiene Scores: Cleanliness compliance during internal operations audits.

Guest Satisfaction (CSAT): Positive guest reviews and zero unhandled service escalations.