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Fulham Road Picturehouse takes us back to the glory days of 1930s period glamour in this stunning listed building. Earle Architects (who did a fantastic job with Bromley Picturehouse) have helped us revive Fulham Road to its former vintage charm.

We are looking for an experienced, dynamic and enthusiastic Supervisor who can bring a passion for excellent customer service to this exciting venue.

In return we offer an incredible package of staff perks with something for everyone.

• 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

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