Overview
This role is based on hours as per the rota with a maximum of around 20 hours per week.
Purpose of the role
As a member of our Front of House team you have an essential role to play at our cinema. You will welcome and serve customers in a personalised and informed way whilst delivering the highest standards of customer service at all times. You will support the management team to promote cinema initiatives and drive sales whilst also ensuring the smooth running of the cinema in line with our policies and procedures. You will be trained to perform different duties at various times across the cinema such as Kiosk and Cream & Cones, Usher and Host duties, with particular attention paid to delivering excellent customer service in all areas.
Responsibilities
* Provide exceptional customer service at all times, always going above and beyond customer expectations.
* Have a pro-active, can-do attitude in delivering the best customer service by maintaining high standards, and taking a professional pride in how you and the cinema looks.
* Proactively look for ways to improve the experience for every customer.
* Always be welcoming, professional and approachable at all times.
* Have a thorough working knowledge of all REEL Cinema products and sub-brands and isolate all opportunities for you to promote and sell them.
* Act as an ambassador for Reel Cinemas at all times by demonstrating the brand values.
* Guide customers to their seats following the correct ticket verification procedure 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 a manager who can assist, according to procedure.
* Be knowledgeable about the cinema’s services and facilities.
* 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 and enforce all film classifications and identification procedures.
* Ensure all lost property is correctly delivered to the appropriate area and logged in line with policy.
* Monitor screens for piracy, picture and sound quality, temperature, customer disturbance and any H&S issues.
* Be knowledgeable of current marketing promotions and raise customer awareness.
* Ensure sales accuracy by processing transactions and discounts correctly and in line with policy.
* Promote and encourage sales through organised and attractive displays using up to date POS, ensuring rotation of stock (First In, First Out) and suggesting suitable additional products.
* Ensure all wastage is correctly recorded by following the wastage procedures.
* Open and close all areas, ensuring the relevant supporting paperwork is completed.
* Be a problem-solver, look for creative ways to find a positive outcome to any problem, with the customer experience as the primary driver.
* 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.
* Work in all areas of the business in line with the requirements of the cinema and instructions of the cinema management team.
* Be responsible for financial transactions, in line with finance procedures.
* Comply with Reel Cinema’s policies and general operational standards and procedures at all times.
* Be vigilant at all times and know the lines of communication and emergency procedures, taking appropriate action to ensure the safety and security of both colleagues and customers.
* Undertake appropriate training and professional development as determined by your managers.
* Undertake any other duties as may be reasonably required for an efficient cinema operation.
Person Specification
* Passionate about delivering a quality guest experience
* Personable, approachable and hospitable demeanour
* Positive, proactive and common sense approach
* Flexibility, a can-do attitude and adaptable to changing circumstances
* Resourceful and able to work under pressure
* Willingness to act as an ambassador for Reel Cinemas at all times
* Takes initiative and is pro-active when working autonomously
* A strong work ethic
* Available to work at key business times i.e. evenings and weekends
* A genuine and demonstrable interest in film, cinema and community
* A drive to make Reel Cinemas the best independent cinema company in the UK
* The willingness to work a variety of shift patterns as required by the business needs, including evenings and weekends
* Experience desired but not required: Previous experience of working in a cinema, customer service or hospitality environment.
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