To ensure the delivery of the highest standards of customer service in line with the Picturehouse Experience expectations. You will guide, support and coach Customer Service Assistants to fulfil their role whilst ensuring the smooth running of the cinema in line with policy and procedures. Be the first escalation point for any customer interactions.
Assume the responsibilities of a Duty Manager, including key-holding, for the cinema as required.
As per Customer Service Assistant job description plus:
- Support the management team in the delivery of the business KPIs and strategy objectives
- Ensure a front of house presence at all times and assist with front of house tasks as required
- Maintain regular and effective communication links with the management team and Customer Service Assistants
- Participate in management and team meetings as required
- Undertake management opening and closing responsibilities and duties as required
- Create and drive your own development opportunities
People – You will:
* Engage our teams to deliver improved business results through effective people management practices including coaching, mentoring and driving personal accountability, development and performance
* Support with the induction and recruitment process of new staff
* Assist in the development and delivery of team meetings as required
* Effective organisation of resources to deliver the operational requirements of the cinema
Customer – You will:
* Nurture a customer focused environment by maximising front of house presence at key business times to improve the customer journey and overall experience
* Doing the right thing for customers to ensure that our brand standards are maintained with consistency
* Cultivate awareness of film product, food and beverage offering, and promotions
* Monitor all customer feedback and communicate to the management team
Operational Excellence – You will:
- Ensure the highest standard of film presentation, cleanliness, maintenance and operational standards are upheld at all times
- Ensure the wellbeing of all employees, customers and visitors is in line with health and safety policy, company procedures and operational guidelines
- Mitigate incident risk by ensuring safety and security measures are implemented and reviewed as required
- Ensure all relevant licensing, legislative and business compliance is adhered to
- Maintain operational standards to company expectation.
- Ensure Customer Service Assistants are aware of relevant business information to:
- Meet business needs
- Operate effectively and efficiently
- Maximise sales opportunities
- Understand and support back of house operations to deliver the business objectives (as and when required)
Finance – You will:
* Manage risk by minimising fraud, cash and stock loss within the business and maintain banking controls.
* Maximise all revenue opportunities including food and beverage and membership through effective management and wider promotional initiatives and incentives
Along with your main duties, you will also be expected to carry out any other duties that are reasonably asked of you.