Manager, Guest Services

47 minutes ago

Calgary Alberta TW X Canada Landmark Cinemas Full time

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 movies

THE 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 package
  • Professional development and growth opportunities within the Cinema Support Centres
  • Access to an Employee Assistance Program to support wellness
  • Competitive vacation allotment to promote work-life balance
  • FREE movies and discounted concession snacks
  • Work in a fun and flexible environment 

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