Picturehouse Host - East Dulwich Picturehouse

Cineworld Cinemas Ltd; London; On-site; GBP 20,000 - 30,000; Part time

Job summary

Join a vibrant cinema team as a Picturehouse Host, where your passion for customer service will shine! In this role, you'll welcome and assist visitors, ensuring they enjoy a memorable experience. You'll be trained across various duties, from Box Office to Bar and Kitchen, all while promoting membership benefits and driving sales. This position offers the chance to work in a dynamic environment, engage with film enthusiasts, and be part of a collaborative team dedicated to excellence. If you thrive in a fast-paced setting and love the cinema experience, this opportunity is perfect for you!

Qualifications

• Passionate about delivering excellent customer service.
• Confident communicator with customers and colleagues.
• Able to work effectively in a team and under pressure.

Responsibilities

• Deliver outstanding customer service and manage queues effectively.
• Promote sales and membership benefits to customers.
• Ensure compliance with health and safety regulations.

Skills

Customer Service

Communication

Teamwork

Adaptability

Cash Handling

Job description

This is a permanent role, 8 hours per week minimum.

JOB TITLE

Picturehouse Host

DIRECT REPORT TO

Duty Manager

RESPONSIBLE FOR

N/A at this level

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

1. 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 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 procedures.
   • 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.
2. 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 organised 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.
3. 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.
4. 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.
• Works effectively as part of a team.
• Adaptable and flexible to changing circumstances.
• Resourceful and able to work under pressure.
• Available to work at key business times i.e. evenings and weekends.

Desirable:

• Cash handling experience.
• Experience in a service related industry.
• 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