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Picturehouse Cinemas Limited

Customer Service Assistant, Picturehouse, Bromley.

20 Hours per week minimum - £10.05 per hour plus both individual and shared bonus opportunities

Bromley's lovingly-restored six-screen art deco cinema with a café-bar.

The original building dates from 1936, representing the art deco style of famed architect George Coles. The legacy frontage will be restored, with missing historic features reinstated, along with surviving interior features such as the original rubber floor and Art Deco lights. Bromley Picturehouse opened in June 2019.

Bromley Picturehouse is part of Picturehouse Cinemas who operate 26 cinemas across the UK and are a stand-alone division of Cineworld PLC.

We're looking for enthusiastic individuals with outstanding customer service skills to join our team as Customer Service Assistants.

https://www.picturehouses.com/cinema/bromley-picturehouse

In addition to a diverse programme of films, ranging from quality blockbusters to independent, classic, foreign-language and art-house, our cinemas show live HD broadcasts of productions from world-class arts venues, such as the New York Metropolitan Opera and the Bolshoi Ballet, theatre productions such as the Royal Shakespeare Company Live from National Theatre Live, art exhibitions and filmmaker Q&As.

Food and drink are integral parts of the experience here at Picturehouse with Cafés, Bars and Restaurants in many of the venues, making each cinema an exciting social hub within the communities.

Vacancy

Customer Service Assistant.

20 Hours per week minimum - £10.05 per hour plus both individual and shared bonus opportunities

To welcome and serve visitors to the cinema in an individual and informed way whilst delivering the highest standard of customer service at all times. 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. Your duties will include Box Office duties, Usher duties and Café/ Bar duties with particular attention paid to customer service in all areas.

Main Duties

Customer Service

• 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

Promoting Sales

• Be knowledgeable of current marketing promotions and raise customer awareness
• Ensure sales accuracy by processing transactions, memberships and discounts correctly and in line with policy
• Promote Membership through personal recommendations and upcoming films, highlighting the benefits and rewards of the Membership scheme
• Promote and encourage sales through organised and attractive displays using up to date POS, ensuring rotation of stock i.e. adhering to First In, First Out (FIFO) process; and suggesting suitable additional products (such as cake with coffee)
• Ensure all wastage is correctly recorded by following the wastage procedures

Health & Safety

• Follow the Food Hygiene Regulations and Health & Safety Policies
• Work efficiently using all pieces of equipment (you have been trained on) correctly and with care
• Inform management immediately of any breaches or issues within Health & Safety
• Help monitor maintenance or repairs advising the relevant people of any issues immediately
• Open and close all areas, ensuring the relevant supporting paperwork is completed.
• Undertake daily cinema cleaning including cinema, toilets, back of house areas, screens, cinema seating, all front of house areas and emptying and removing of rubbish as required
• Keep informed about business changes by attending staff meetings, reading staff notice boards and asking questions where appropriate
• Adhere to all current policies and procedures

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
• Works effectively as part of a team
• Adaptable and flexible to changing circumstances
• Resourceful and able to work under pressure
• Available to work at key business times i.e. evenings and weekends

Desirable:

• Passionate about excellent customer service
• Hospitality (Bar and Barista experienced)
• Confident in communication with customers and colleagues
• Works effectively as part of a team
• Adaptable and flexible to changing circumstances
• Resourceful and able to work under pressure
• Available to work at key business times i.e. evenings and weekend
• Cash handling experience
• Experience in a service related industry
• 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.