Customer Assistant Darlington, North East England, England
Job description
Overall Purpose of the role: As a Vue Brand Ambassador, always provide friendly and helpful customer service whilst also meeting individual customer needs in order to deliver an unrivalled cinema experience.
Friendly and Helpful
Smiles and makes eye contact when greeting and saying goodbye to customers.
Is polite, friendly and welcoming to all customers and visitors, showing an interest in helping them.
Cares about the customer’s cinema experience and proactively looks for ways to help customers in order to make their visit the best it can be.
Gives accurate information about any of the films showing, including what each film is about, what day(s) of the week it is on and start/end times for the next showings. Using knowledge of film types and show times, confidently recommends alternative films for customers to watch if their first choice is sold out.
Shares interesting facts, stories, statistics and information, of the full range of products and services available to customers at appropriate points in their Journey.
Builds up a sense of excitement about the product and the Vue experience, demonstrating the value of our film and food offers whenever customers visit us and whatever they choose to buy.
Informs customers about the food and drinks that are on sale, where to get them and the best way to buy them.
Treats colleagues, customers and visitors with respect and is always approachable.
Own What You Do
Takes pride in appearance and presentation by ensuring that uniform is worn at all times and is clean, tidy and compliant with the Vue dress code.
Is a reliable team member and turns up on time for allocated shifts.
Proactively works at keeping all areas of the cinema clean and tidy (e.g. serving counters, kitchen area, screens, toilets, foyer, corridors, staff room etc).
Understands the daily tasks that need completing, actions them to the required standards and informs members of the management team if help is required or further action is needed.
Clearly understands current key promotions and campaigns and relevant action in order to deliver cinema targets.
Ensures the cinema environment is always safe for both customers and colleagues by informing an appropriate member of the management team when spotting behaviour that seems suspicious or appears to be breaching Health and Safety regulations, company rules, policies or procedures.
Positively works through all training in order to become and remain competent in the role.
Make Things Happen
Always puts the customer first by quickly establishing what they need and delivering it in a prompt and efficient manner.
Takes action to serve customers quickly and efficiently at the till, helps to manage queues and keep service levels high.
Spots situations that need immediate attention and quickly reacts to ensure that they are resolved (e.g inform management team of disruptive customers, spilled popcorn is cleaned up, ensure pic ‘n’ mix boxes are replenished, spilled drink is wiped away etc).
Offers help to team members that need it, without waiting to be asked.
Make Informed Decisions
Maximises film ticket sales by telling customers about the prices and value we offer on different days and at different times of the day e.g. teen, family, etc.
Adds value to film choice by telling customers about the options they have when choosing their film e.g. VIP seats, 3D and Over 18 screenings.
Maximises retail sales by recommending food and drink offers that will suit the customers needs (e.g. go large, combos, food and drink promotional offers, etc).
Maximises cinema profitability by ensuring that all personal actions and decisions contribute to achieving the required cinema targets and scores for the following: Items per transaction, Hit Rate, Spend Per Person (SPP), Cost of Goods (COGS), Yield levels (portion control) and Customer Satisfaction Index (CSI) scores.
Asks a member of the management team when not clear about the above targets and how to achieve them.
Find A Better Way
Asks questions about how the cinema operates in order to learn new things and get a better understanding.
Looks for better ways of doing things and is naturally curious about how the cinema can improve its customer service or the way activities are carried out.
Comes up with good ideas to improve customer service and daily tasks/activities and shares them with the management team.
General
For business need reasons, or as part of your development, you may be asked to take on additional tasks or responsibilities.
Person Specification:
Knowledge & Experience
- Knowledge of and an interest in cinema industry including a passion for film/ film making
- Knowledge and experience of working with people with the flexibility to respond to a diverse group of individuals/customers
Skills
- Excellent interpersonal and communication skills
- Confident when dealing with different people both internally and externally
- Ability to work independently and demonstrate initiative
- Ability to learn new skills and adapt to new situations
- Ability to work well under pressure and as part of a team
Personal Behaviours
- Ownership: Is proactive and takes personal responsibility and initiative to get the job done to a high standard
- Tenacious: Self starter, determined to succeed with the drive to deliver outstanding results
- Adaptability: Able to adjust to changing circumstances or demands
- Self-Motivation: Takes pride in their own performance and the quality of work they produce
- Good sense of humour
