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Picturehouse Cinemas Epsom
Customer Service Assistant
Epsom Picturehouse is a brand new Cinema, Bar & Cafe, opening in the heart of Epsom in 2024. 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 cafe bar will feature a range of great dishes, and carefully selected wines, beers & spirits.
We’re looking for 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 and independently, and the passion to deliver excellent Picturehouse hospitality to our customers, where nothing is too much trouble.
HOURS OF WORK
We are looking for full and part time positions. Hours are flexible and evening and weekend availability is essential.
Recruitment for this position closes on 19th April 2024 at 6pm - interviews will be held on the 22nd of April in Epsom.
Training will commence from the 10th of May & availability will be required on the 10th, 14th and 16th of May.
JOB PACKAGE
Salary for this role is paid hourly at £11.95 per hour - We also have a great staff benefits package, including paid breaks, membership bonus scheme, free cinema tickets, discounted food & drink, cycle to work scheme, mental health support and many more.
JOB PURPOSE
To welcome visitors to the cinema in an individual and informed way whilst always delivering the highest standard of customer service. 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 to the standard required by Picturehouse.
Your duties will include but are not limited to:
Promotion and sale of tickets, retail, alcohol, food, and, Memberships
Cash handling
Ushering and piracy prevention
Compliance with Health and Safety regulations
Compliance with Food Safety Standards
Preparing and serving café food
Cleaning
MAIN DUTIES
Customer Service:
Deliver excellent customer service in line with the Picturehouse standards through individuality; engaging guests throughout their journey to maximise enjoyment and encourage repeat visits.
To ensure dwell areas are maintained and inviting to customers
Follow the correct ticket verification procedure. Guide customers to their seats where necessary; and ensure every person who enters the auditorium has a valid ticket
Respond to verbal customer complaints/queries immediately, where appropriate using your own skill and knowledge to resolve or direct them to an appropriate person who can assist
Be knowledgeable about the individual cinema’s services and facilities including accessibility, toilets, and proposition
Ensure all communication via radios is appropriate, clear, and concise
Be able to provide information on performance start and finish times, film synopsis, and film classification. Be aware of the policy towards film piracy within the cinema and take appropriate action when necessary
Be aware of film classifications and identification requirements
Ensure all lost property is correctly delivered to the appropriate area and logged in line with the policy
Monitor screens for picture & sound quality, temperature, and customer disturbance
Product Knowledge and sales:
Be knowledgeable of current promotions and raise customer awareness
Ensure sales accuracy by processing transactions, memberships, and discounts correctly and in line with the policy
Promote the benefits of Membership during every transition
Using suggestive selling to offer better value and enhance the customer experience
Monitor stock levels and stock rotation and ensure departments are well presented
Ensure all wastage is correctly recorded by following the wastage procedure
Maintaining the highest standards of food hygiene and food presentation in line with policy
Ensure that café offerings are prepared and served to the highest standards
Health & Safety:
Follow all Health & Safety Policies with a Spot it, Sort it approach
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 basic daily cleaning duties including but not limited to departments, auditoriums, bathrooms (periodic toilet checks), staff areas, customer-facing areas, and sorting and removing of rubbish as required
You will be expected to attend regular staff meetings and shift briefings and keep up to date on staff communications
Adhere to all 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.
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. May 2023