JOB DESCRIPTION – SERVICE ASSOCIATE

Designation: SERVICE ASSOCIATE

Department: Cinema Operations

Function: Guest Service & Cinema Operations

Employment Type: Full-Time

Role Overview

As an Service Associate, he/she will be responsible for delivering an excellent cinema experience to our patrons while efficiently managing ticketing, food & beverage, guest services, cash transactions, and day-to-day cinema operations.

The role requires a customer-focused, energetic and responsible individual who is comfortable working in shifts and can deliver high-quality service in a fast-paced cinema environment.

Key Responsibilities

1. Box Office Operations

Issue movie tickets to patrons as per show schedules and requirements.

Handle cash, card, UPI and other approved digital payment modes.

Ensure all ticketing transactions are accurately recorded in the system.

Provide accurate information regarding shows, ticket availability and cinema services.

2. Concession / Food & Beverage Operations

Serve popcorn, beverages and other food items as requested by patrons.

Punch orders accurately into the POS system and generate bills.

Ensure proper collection and reconciliation of cash/digital payments.

Maintain cleanliness, hygiene and presentation standards at the concession counter.

Follow all applicable food safety and hygiene procedures.

3. Ushering & Guest Service

Welcome and greet patrons with a warm and positive attitude.

Assist guests with auditorium locations, seating and other cinema-related queries.

Ensure a smooth and comfortable guest experience throughout their visit.

Proactively assist patrons wherever required.

4. SOS / Service on Seat

Deliver food and beverage orders directly to patrons at their seats.

Take orders from guests during intervals or through the designated ordering system.

Ensure timely and accurate delivery of orders.





Maintain a high level of guest service while working inside the auditorium.

5. Cash Handling & Reconciliation

Handle cash and other payment transactions responsibly.

Ensure all collections are accurately accounted for.

Follow prescribed cash-handling and monetary transaction SOPs.

Complete daily cash reconciliation and report any discrepancies immediately.

Maintain confidentiality and integrity while handling financial transactions.

6. Adherence to SOPs & Cinema Standards

Follow all company policies, cinema operations SOPs and service standards.

Complete all mandatory training and learning modules within the prescribed timelines.

Maintain prescribed grooming, hygiene and professional appearance standards.

Follow operational, safety, security and food-safety guidelines.

Demonstrate the ability to work within defined processes, policies and operational norms.

Required Soft Skills

The ideal candidate should demonstrate:

Presentable and well-groomed personality

Positive and customer-friendly attitude

Ability to greet and interact with guests with a smile and courteous approach

Ability to handle guest complaints and difficult situations professionally

Good communication and interpersonal skills

Ability to work effectively as part of a team

Willingness to work in rotational shifts, weekends and holidays

Flexibility to stretch working hours based on business requirements

Ability to work efficiently in a fast-paced and customer-centric environment

Strong sense of responsibility and discipline





Job Specification / Eligibility

Criteria

Requirement

Minimum Qualification

Class 12 / Higher Secondary Pass

Age

Up to 28 years

Language Skills

Ability to converse in the local language, Hindi and/or English

Experience

Freshers and experienced candidates may apply

Customer Orientation

Strong guest-service mindset

Work Schedule

Willingness to work in rotational shifts ( Evening Shifts for Male is Mandatory), weekends and holidays

Physical Requirement

Should be comfortable standing/walking and performing operational duties for extended periods

Benefits Beyond Salary

We offer a comprehensive range of benefits in addition to the fixed salary:

Statutory & Insurance Advantages

ESIC & PF as applicable

Medical Coverage: Up to Rs-1.5 Lakh ( For Self)

Group Term Life Insurance: Coverage up to 3 times of CTC

Accidental Insurance Coverage: Up to Rs- 5 Lakh

Additional Earning Opportunities

Overtime payment as per applicable company policy.

Meal allowance during eligible extended working hours during major Hit movies.

Holiday Pay: Double pay for working on eligible holidays

National Holiday Pay: Triple pay for working on eligible National Holidays, as per applicable policy

Recognition & Rewards

Rs-1,000 Reward for Best Performer of the Month/ Monthly- Opportunities to receive recognition for exceptional guest service and operational performance

Career Growth

We strongly believe in internal career development and growth. High-performing employees can progress through the following career path:

Service Associate

⬇️

Duty Officer

⬇️

Duty Manager

⬇️

Cinema Manager

⬇️

Higher / Upper Management Positions

Career progression is based on internal eligibility criteria, performance, capability, experience, competency and availability of suitable opportunities

📌 Service Associate (Kolkata)
🏢 PVR Cinemas
📍 Kolkata