The Cameo Picturehouse, Customer Services Assistant

One of Scotland's oldest cinemas, The Cameo is looking for amazing front of house personalities to join us as Customer Service Assistants. Since becoming a Picturehouse in 2012, The Cameo has remained true to its roots with a reputation for quality art house, foreign language and independent programming alongside the latest blockbusters. If you possess exceptional people skills, a positive, hard-working attitude and a passion for film and quality service, then we would love to hear from you!

JOB TITLE

Customer Service Assistant

DIRECT REPORT TO

Cinema Management

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 and Bar duties with expert 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 maximise customer enjoyment and encourage repeat visits.

Guide customers to their seats where necessary; following the correct ticket verification procedure including for Picturehouse members 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 health & safety 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 Picturehouse membership scheme.

Promote and encourage sales through organised and attractive displays and suggesting suitable additional products.

Health & Safety – You will:

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.

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

Experience in a service related industry.

An interest in and knowledge of film and Picturehouse’s programming strands.