Manager, Guest Services

A subsidiary of Kinepolis Group NV, Belgium, Landmark is Canada’s second largest motion picture, theatre exhibition company. From a single screen in 1965, today Landmark Cinemas welcomes Movie Lovers to share their love of movies and enjoy a perfect movie-going experience in cinemas throughout British Columbia, Alberta, Manitoba, Saskatchewan, and Ontario. We are connected to the communities we serve, and our Cast and Crew are proud to support Kids Help Phone. As a National Sponsor of the Walk So Kids Can Talk, through promotional support and fundraising initiatives in our theatres, we are committed to support the mental health and well-being of both our youth Guests and Cast & Crew. Landmark’s corporate headquarters is in Calgary, Alberta.Landmark Cinemas welcomes applications from people with disabilities. Applicant may request reasonable accommodations related to the materials or activities used throughout the selection process. If applying online is not accessible to you, please let us know how we can help.WHO WE ARE:At Landmark Cinemas, we are the Cast and Crew of Canada’s second largest motion picture, theatre exhibition company, and WE love movies as much as YOU love movies…. But it’s more than just a movie. That’s why our Cast and Crew are valuable and why we are always focused on creating an exceptional movie experience for our Guests. Why the quality of our popcorn matters and why a perfect presentation is understood. Every detail is important to us, which is why we think like owners and remain steadfast in accomplishing our goals. It’s why we opened our first theatre in 1965. And why we’ll continue making your movie experience the best that it can be.People are at the core of our business - we are for all movie lovers and this means we embrace a culture of inclusion and mutual respect by valuing the uniqueness of all Cast and Crew, Guests, and business partners. We value respectful behavior above individual achievements, and we are committed to having our workforce reflect the communities we serve.We are proud to support Kids Help Phone. As a National Sponsor of Walk So Kids Can Talk, Landmark Cinemas is committed to supporting the mental health and well-being of young movie lovers, including our Cast & Crew. WHO YOU ARE:You are accountable to develop collaborative relationships with Guests and the Cast & Crew at Landmark Cinemas. As a key information exchanger, your interpersonal strengths shine bright by investigating and analyzing confidential information and providing the appropriate input and recommendations. By understanding, anticipating, prioritizing and preparing for the needs and requests of all stakeholders, it is clear that you are a master collaborator who strives to resolve concerns and deliver exceptional Guest Service. You are the manager of all Guest feedback channels, resolve Guest issues in a timely, professional manner to provide Movie Lovers with Canada’s best movie-going experience… and YOU love moviesTHE JOB:This is a temporary 12-month full-time opportunity with the potential to be extended. This position can be based at our CSC Offices in Calgary, AB or Waterloo, ON.Manage Guest feedback channels OTRS (Open Ticket Resolution System), CSI and Assure and provides theatre support in the use of these platforms as required.Work independently and cross-functionally (Operations, Theatre Management Teams, Marketing, IT) to resolve Guest issues and inquiries.Monitor social media channels (Facebook, Instagram, Twitter) and collaborate with the Social Media Specialist to respond to Guest comments and/or issues as required.Provide monthly summary of Guest feedback channels against established KPIS, identifying opportunities and tactics to enhance Guest experience at both theatre and Cinema Support Centre.Management of ad hoc Guest research projects including design, implementation and reporting.Provide direction to internal Guest Services resources in the resolution of Guest issues. THE PERKS:Comprehensive and competitive compensation & benefits packageProfessional development and growth opportunities within the Cinema Support CentresAccess to an Employee Assistance Program to support wellnessCompetitive vacation allotment to promote work-life balanceFREE movies and discounted concession snacksWork in a fun and flexible environment Completion of a post‑secondary program in Office Administration or a related field, or a combination of education and experience. * Experience delivering exceptional customer service; theatre or entertainment industry experience is considered an asset. * Demonstrated ability to maintain a high level of accuracy and attention to detail. * Excellent written, verbal, and active listening communication skills, with the ability to convey information clearly and effectively to support guest service resolution. * Proven success in a relevant role, with a strong commitment to delivering outstanding guest service. * Build and sustain positive working relationships with internal and external partners through tact, professionalism, and collaboration. * Effectively facilitate meetings and adapt communication style to suit diverse audiences and objectives. * Strong personal initiative and accountability, with strong self‑management, organizational awareness, and an approachable, empathetic style that supports continuous improvement and drive results in a guest‑focused environment. * Effective planning and organizational skills, with the ability to prioritize work, manage time and projects effectively, and delegate tasks as needed to meet operational and service objectives. * Skilled in collecting, analyzing, managing, and interpreting information to support informed decision‑making, while ensuring confidentiality and responsible handling of sensitive data.