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Guest Service Representative

Company:  Pacific Theatres Entertainment Corp

Los Angeles, CA, US, 90048

Image result for arclight cinemas logo

Company: ArcLight Cinemas 

Role Description

ArcLight Cinemas is seeking individuals interested in a full-time guest services position, who have a passion for providing excellent customer service. This is an opportunity to learn about all aspects of film exhibition – from membership and gift cards, to our digital touchpoints including mobile app, social media and online chat.


A Guest Service Representative, or GSR, will act as a liaison between our guests and the 10 ArcLight Cinemas locations, provide information and resolve any guest-related issues that may be interrupting the movie-going experience.


The ideal GSR candidate is genuinely excited to help guests. They are patient, empathetic, and passionately communicative. Guest Service Representatives can put themselves in the customer’s shoes and advocate for them when necessary.


The goal is to ensure an excellent service experience, respond efficiently to customer inquiries and maintain high guest satisfaction.


Performance Expectations and Accountabilities

  • Manage guest communications across channels, including web, phone, and mobile app
  • Document guest feedback through online dashboard and Excel spreadsheets
  • Gain expertise with the ArcLight Cinemas brand, membership, and offerings
  • Monitor guest communications dashboard and communicate any tech/operational concerns to the team
  • Help define and refine the guest service processes and best practices to create efficiency
  • Partner with Film & Marketing teams to write, update, and manage an online Knowledge Base, with online tutorials, instructional guides, and FAQs


Requirements: Education, Experience, Competencies

  • Flexible availability: work hours and days can range from 7am – 10pm, Sunday – Saturday including some holidays (Note: work hours/days will generally be 8 hours/day, 5 days/week)
  • Reliable transportation to and from work; Must be able to get to work as scheduled and on time
  • High School diploma or equivalent required
  • Excellent communication skills (writing, editing, proofreading, speaking)
  • Experience in guest/customer service preferable preferred
  • Strong time management skills required
  • Ability to balance multiple priorities
  • Friendly personality, with ability to work under pressure and multi-task
  • Willingness to learn and help define and improve processes
  • Expertise with the Microsoft Office Suite required
  • Open and excited to learn new technologies
  • Prior knowledge/experience with Zendesk a plus


ArcLight Cinemas offers competitive pay and benefits including: medical, dental, and vision insurance, life/AD&D/LTD insurance, employee assistance program, vacation and sick pay, 401(k) + 6% employer match, free movie tickets to ArcLight Cinemas and Pacific Theatres, fitness club discounts, paid holidays, and access to First Entertainment Credit Union.

It is Company's policy to consider all qualified applicants for employment without regard to sex, race, color, national origin, ancestry, citizenship status, religious creed, gender, gender identity, gender expression, marital status, pregnancy, childbirth, sexual orientation, physical or mental disability, medical condition, genetic information, age, military or veteran status, or any other basis protected by applicable law. We consider qualified applicants with criminal histories, consistent with applicable law. It is our policy to provide reasonable accommodations to people with disabilities as required by law.

Nearest Major Market: Los Angeles

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