To ensure that you are delivering the highest standard of customer service at all times, you will support the Cinema team in continuously driving sales while supporting the smooth running of the cinema in line with policy and procedures. You will be fully cross-trained, performing various duties including Box Office, Concessions, Floor, Bar, and Projection duties, with particular attention to customer service in all areas. As applicable; for further information, please speak to your General Manager.
Passion for Customers – You will:
* Provide a superior standard of service by monitoring behavior, serving pleasantly and efficiently, managing queues effectively, and maintaining appropriate telephone etiquette.
* Guide customers to their seats when necessary, verify tickets correctly (including for Unlimited card holders), and ensure all entrants have tickets.
* Liaise with cinema staff and management to ensure smooth operations.
* Respond promptly to customer complaints and queries, directing them to the appropriate personnel.
* Be knowledgeable about cinema services and facilities.
* Ensure radio communication is clear, appropriate, and uses cinema code words where applicable.
* Provide information on film start and end times, synopses, and classifications.
* Be aware of policies regarding film piracy and film classifications, including identification procedures.
* Handle lost property appropriately.
* Monitor auditoria for piracy, sound and picture quality, temperature, customer disturbances, and health & safety issues.
Driving Sales – You will:
* Use effective upselling and suggestive selling techniques.
* Be aware of current marketing promotions and assist accordingly.
* Sell tickets and retail products correctly, following cash handling procedures.
* Assist with stock takes and record wastage accurately.
* Maintain adequate stock levels of retail products, ensuring proper presentation and FIFO adherence.
Health & Safety – You will:
* Follow Food Hygiene Regulations and Health & Safety Policies.
* Use all equipment correctly and safely, reporting issues immediately.
* Assist in monitoring maintenance and repairs, reporting issues promptly.
* Open and close areas according to check sheets.
* Perform cleaning activities in cinema, toilets, back of house, auditoria, and front of house areas, including rubbish removal.
* Stay informed about business updates via meetings and notices.
* Adhere to all policies and procedures.
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