Customer Service Assistant

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

• Monitor screens for picture & sound quality, temperature, and customer disturbance

Product Knowledge and sales

• Be knowledgeable of current promotions and raise customer awareness

• Ensure sales accuracy by processing transactions, memberships, and discounts correctly and in line with the policy

• Promote the benefits of Membership during every transition

• Using suggestive selling to offer better value and enhance the customer experience

• Monitor stock levels and stock rotation and ensure departments are well presented

• Ensure all wastage is correctly recorded by following the wastage procedure

• Maintaining the highest standards of food hygiene and food presentation in line with policy

• Ensure that café offerings are prepared and served to the highest standards

Health & Safety – You will:

• Follow all Health & Safety Policies with a Spot it, Sort it approach

• 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 basic daily cleaning duties including but not limited to departments, auditoriums, bathrooms (periodic toilet checks)*, staff areas, customer-facing areas, and sorting and removing of rubbish as required

• You will be expected to attend regular staff meetings and shift briefings and keep up to date on staff communications

• Adhere to all 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.

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. May 2023