JOB TITLE
Supervisor
DIRECT REPORT TO
Duty Manager
RESPONSIBLE FOR
Customer Service Assistants
JOB PURPOSE
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.
MAIN DUTIES
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
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.
PERSON SPECIFICATION
ATTRIBUTES AND EXPERIENCE
Essential:
Passionate about excellent customer service
Confident in communication with customers and colleagues
Ability to integrate with the team and demonstrate effective leadership
Adaptable and flexible to changing circumstances
Good organisational skills, effective time management and ability to prioritise tasks
Resourceful and able to work under pressure
Customer facing experience, in particular in a retail, leisure, or hospitality environment
Takes initiative and is pro-active when working autonomously
Cash handling experience
Available to work at key business times i.e. evenings and weekends
Desirable
IT literate
Local marketing experience
Knowledge of or a willingness to learn about Audio Visual presentation
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. Nov 2018