Customer Service Assistant - London, United Kingdom - Cineworld Group Plc

Cineworld Group Plc

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Picturehouse Finsbury Park is a spectacular 7 screen cinema with an amazing Member's Bar and spacious Bar Café. This is a cinema with a varied film programme (including independent, foreign language and Screen Arts as well as blockbusters), fun high profile events and a friendly team who focus on creating the best experience for our patrons everyday.**
We are looking for dynamic, warm and approachable individuals who are able to work flexibly throughout the week including evenings, weekends and bank holidays. We offer 24 hour contracts with a range of benefits including free cinema tickets, significant food and beverage discounts, free eye care vouchers and more.

JOB TITLE:
Customer Service Assistant

DIRECT REPORT TO:
Supervisor

JOB PURPOSE

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, Retail duties, Usher duties, Bar duties and Kitchen duties with particular attention paid to customer service in all areas.

MAIN DUTIES

Customer Service - You will:

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 maximize 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 - You will:

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 organized 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 - You will:

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: