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Picturehouse Cinemas Limited
Customer Service Assistant
Epsom Picturehouse is a brand new Cinema, Bar & Restaurant, opening in the heart of Epsom in Late Summer 2022. The cinema will feature 6 screens showing the latest blockbusters, independent & foreign films as well as a range of live performances from the National Theatre, MET and the RSC.
Our passion for great cinema matches our passion for excellent food & drink, and our ground floor restaurant will feature a full menu of freshly prepared dishes and carefully selected wines, beers & spirits.
We’re looking for an enthusiastic individuals to join our Front of House team. The successful candidates will have excellent customer service skills, the ability to work as part of a team as well as independently and the passion to deliver an excellent Picturehouse experience to our customers every day.
Recruitment for this position closes on 31st July 2022 - interviews will be held on the week commencing 8th August. Due to our opening date we will be unable to offer positions to those looking for summer work.
We are looking for candidates aged 18 and above in accordance with our licensing conditions, with good availability on evenings and weekends (though a range of shifts will be available throughout the week).
JOB PURPOSE
To welcome and serve visitors to the cinema in an individual and informed way whilst delivering the highest standard of customer service at all times. You will support the cinema team to promote the benefits of membership and continuously drive sales, whilst ensuring a smooth running of the cinema in line with policies and procedures. You will be fully trained to perform different duties at various times across the cinema. Your duties will include Box Office duties, Retail duties, Usher duties, Bar duties and Kitchen duties with particular attention paid to customer service in all areas.
MAIN DUTIES
Customer Service – You will:
Deliver an excellent standard of customer service in line with the Picturehouse Experience Expectations through individuality, serving pleasantly and efficiently whilst managing queues effectively and having up to date product knowledge to maximise customer enjoyment and encourage repeat visits
Guide customers to their seats where necessary; following the correct ticket verification procedure including Member card holders and ensuring every person who enters the cinema has a ticket
Respond to verbal customer complaints/queries immediately, where appropriate using your own skill and knowledge to resolve or direct to an appropriate person who can assist
Be knowledgeable about the cinema’s services and facilities
Ensure all communication via radios is appropriate, clear and concise
Provide information on performance start and finish times, films synopsis and film classification
Be aware of the policy towards film piracy within the cinema and take appropriate action when necessary
Be aware of and enforce all film classifications and identification procedure
Ensure all lost property is correctly delivered to the appropriate area and logged in line with policy
Monitor screens for piracy, picture & sound quality, temperature, customer disturbance and any H&S issues
Promoting Sales – You will:
Be knowledgeable of current marketing promotions and raise customer awareness
Ensure sales accuracy by processing transactions, memberships and discounts correctly and in line with policy
Promote Membership through personal recommendations and upcoming films, highlighting the benefits and rewards of the Membership scheme
Promote and encourage sales through organised and attractive displays using up to date POS, ensuring rotation of stock i.e. adhering to First In, First Out (FIFO) process; and suggesting suitable additional products (such as cake with coffee)
Ensure all wastage is correctly recorded by following the wastage procedures
Health & Safety – You will:
Follow the Food Hygiene Regulations and Health & Safety Policies
Work efficiently using all pieces of equipment (you have been trained on) correctly and with care
Inform management immediately of any breaches or issues within Health & Safety
Help monitor maintenance or repairs advising the relevant people of any issues immediately
Open and close all areas, ensuring the relevant supporting paperwork is completed.
Undertake daily cinema cleaning including cinema, toilets, back of house areas, screens, cinema seating, all front of house areas and emptying and removing of rubbish as required
Keep informed about business changes by attending staff meetings, reading staff notice boards and asking questions where appropriate
Adhere to all current policies and procedures
Along with your main duties, you will also be expected to carry out any other duties that are reasonably asked of you.
PERSON SPECIFICATION
ATTRIBUTES AND EXPERIENCE
Essential:
Passionate about excellent customer service
Confident in communication with customers and colleagues
Works effectively as part of a team
Adaptable and flexible to changing circumstances
Resourceful and able to work under pressure
Available to work at key business times i.e. evenings and weekends
Desirable
Cash handling experience
Experience in a service related industry
An interest in and knowledge of film and Picturehouse’s programming strands
Note: This job description reflects the present requirements of the post. As duties and responsibilities change and develop the job description will be reviewed and is therefore subject to amendment.
Picturehouse Experience Expectations
We don’t want to have customer service training that gives you scripts about how to interact with customers; we want to tell you our aspirations and let you meet them in your own way. These are set out in our four Expectations and are key in delivering the Picturehouse Experience every day.
Knowledge
You should be confident and knowledgeable about what we screen and what we sell. This includes being able to make relevant recommendations to customers.
Engagement
You should acknowledge and interact with customers in a genuine and friendly manner, including as they leave.
Efficient Service
Customers should be served in a reasonable time – given the circumstances.
Promoting Membership
You must ask every customer if they are a member and if they are not you must give them some information on membership benefits