Located just a few minutes walk from Cutty Sark on Greenwich High Road, Greenwich Picturehouse is a five screen cinema, which houses a bustling café and bar with scenic views of historic maritime Greenwich. We're looking for enthusiastic individuals with outstanding customer service skills to join our team as Customer Service Assistants.
Customer Service Assistant - Greenwich Picturehouse
Picturehouse Cinemas formed in 1989 and are now a stand-alone division of Cineworld Group PLC. Independent, art-house and foreign-language films have always been central to our profile. Equally, each of our cinemas is programmed in response to its local audience, and most of our venues have mainstream blockbusters and quality crossover titles in the mix. Picturehouse cinemas have bars and, where possible, restaurants which are central to the experience and are important to providing a ‘grown-up’ experience for our audiences. Providing quality food and drink is as important as providing quality films. The successful candidate will have excellent customer service skills, the ability to work as part of a team as well as independently and the passion to deliver the Picturehouse Experience every day..
24 Hours per week minimum - £10.05 per hour plus both individual and shared bonus opportunities
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, Usher duties and Café/ Bar duties with particular attention paid to customer service in all areas.
MAIN DUTIES
Customer Service
*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
*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
*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:
- Passionate about excellent customer service
- Hospitality (Bar and Barista experienced)
- 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 weekend
- 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.