Picturehouse Cinemas Ltd
Supervisor - Hackney Picturehouse
We are looking for an experienced and enthusiastic Supervisor who can bring a passion for excellent customer service to this exciting venue. As a Supervisor, you will be out there on the floor of the cinema living our value of ‘Nothing is too much trouble’ and supporting the Customer Service Assistants in delivering exceptional service. In addition to this you will be supporting the cinema Duty Managers is the smooth daily operation of the cinema.
Hackney Picturehouse is a community-minded 6 screen cinema with a spacious cafe-bar. This cinema has a varied film programme (including independent, foreign language and Screen Arts as well as blockbusters), fun high profile events and a friendly team who focus on creating the best experience for our patrons everyday.
Please note there is a requirement to work 40 hours per week over any of the seven days with regular work in the evenings and weekends.
In return we offer an incredible package of staff perks with something for everyone, this includes:
Competitive pay, double pay on bank holidays, sales bonuses, late night working allowance, unlimited free cinema tickets, free guest tickets, free Cineworld tickets, free hot and draught soft drinks, food & drinks discounts, eye care vouchers, paid breaks, increased pension contributions, cycle to work scheme, career development opportunities, company sick pay, employee assistance plan, and free 24/7 virtual GPs.
Responsibilities include but are not limited to:
- Cash Handling (Including Reconciliation)
- Food Handling and Stock Control
- Use of Technology (e.g. IT Systems, Till Operations, Telephones)
- Increasing Sales
- Maintaining Standards
- Dealing Face to Face with Large Groups of People
- Addressing and Resolving Complaints
- Induction and Training of Customer Service Assistants
- Coaching Customer Service Assistants
- Monitoring Compliance and Maintaining Standards
We’re passionate about our People and their career aspirations. If you see yourself as a Duty Manager of the future we have the development opportunities and training to support you in that aspiration.
JOB TITLE:
Supervisor
DIRECT REPORT TO
Duty Manager
RESPONSIBLE FOR
Customer Service Assistants
JOB PURPOSE
To lead each shift by setting the standards of excellent customer service and operational efficiency. You will guide and support Customer Service Assistants to fulfill their role to the standard required by Picturehouse, whilst adhering to all company policies and procedures.
You will be the first escalation point for any customer concerns as well as completing administrative tasks where necessary and performing key-holding duties such as opening and closing the building when necessary.
Your duties will include but are not limited to:
* Deliver excellent customer service in line with the Picturehouse standards through individuality; engaging guests throughout their journey to maximise enjoyment and encourage repeat visits.
* Undertake the role and responsibility of the Customer Service Assistant where required
* Support the management team in the delivery of the business KPIs and strategy objectives
* Ensure a customer facing 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 opening and closing responsibilities and duties as required
* Create and drive your own development opportunities
MAIN DUTIES
People
* Support with the recruitment, induction, and ongoing training process of new staff
* Engage our teams to deliver improved business results through effective people management practices including coaching, mentoring, and driving personal accountability, development, and performance
* Assist in the development and delivery of team meetings as required
* Effective organisation of resources to deliver the operational requirements of the cinema
Customer
* Nurture a customer-focused environment by maximising front-of-house presence at key business times to improve the customer journey and overall experience
* Uphold the standards required by Picturehouse relating to customer service ‘Nothing is too much trouble’
* Cultivate awareness of film products, strands, food & beverage offering, and promotions
* Monitor all customer feedback, take action where appropriate, and communicate to the management team
Operational Excellence
* Ensure the highest standard of film presentation, cleanliness, maintenance, and operational standards are upheld at all times
* Ensure the well-being 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
* 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.
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.