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JOB TITLE

Customer Service Assistant

DIRECT REPORT TO

Supervisor

RESPONSIBLE FOR

N/A at this level

JOB PURPOSE

To welcome visitors to the cinema in an individual and informed way whilst always delivering the highest standard of customer service. 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 to the standard required by Picturehouse.

Your duties will include but are not limited to:

• Promotion and sale of tickets, retail, alcohol, food, and, Memberships

• Cash handling

• Ushering and piracy prevention

• Compliance with Health and Safety regulations

• Compliance with Food Safety Standards

• Preparing and serving café food

• Cleaning

MAIN DUTIES

Customer Service

• Deliver excellent customer service in line with the Picturehouse standards through individuality; engaging guests throughout their journey to maximise enjoyment and encourage repeat visits.

• To ensure dwell areas are maintained and inviting to customers

• Follow the correct ticket verification procedure. Guide customers to their seats where necessary; and ensure every person who enters the auditorium has a valid ticket

• Respond to verbal customer complaints/queries immediately, where appropriate using your own skill and knowledge to resolve or direct them to an appropriate person who can assist

• Be knowledgeable about the individual cinema’s services and facilities including accessibility, toilets, and proposition

• Ensure all communication via radios is appropriate, clear, and concise

• Be able to provide information on performance start and finish times, film synopsis, and film classification. Be aware of the policy towards film piracy within the cinema and take appropriate action when necessary

• Be aware of film classifications and identification requirements

• Ensure all lost property is correctly delivered to the appropriate area and logged in line with the policy