Picturehouse Host - Cinema City, Norwich

Come and join us at Cinema City! You will be joining a highly motivated, engaged and productive team who really do work as a TEAM! As we enter a busy time for Cinema, we are looking for some new talent to join us. You will be guaranteed at least one shift a week (cinema week working Friday-Thursday). You must be available to work evenings and weekends as a priority, including Christmas Eve, Boxing Day, New Years Eve & New Years Day. You must be punctual, diligent, keen to learn, happy to ask questions, outgoing and friendly towards guests and colleagues.

Perks: FREE CINEMA! Free soft drinks and hot drinks when on shift and popcorn when you go and see a film. 50% off food when working and 30% when you come in when not on shift.

Job Purpose: To welcome visitors to the cinema in an individual and informed way whilst always delivering the highest standard of customer service. 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 to the standard required by Picturehouse.

Your Duties Will Include But Are Not Limited To:

• Promotion and sale of tickets, retail, alcohol, food, and Memberships
• Cash handling
• Ushering and piracy prevention
• Compliance with Health and Safety regulations
• Compliance with Food Safety Standards
• Preparing and serving café food
• Cleaning

Main Duties:

• Customer Service: Deliver excellent customer service in line with the Picturehouse standards through individuality; engaging guests throughout their journey to maximise enjoyment and encourage repeat visits. Ensure dwell areas are maintained and inviting to customers. Follow the correct ticket verification procedure. Guide customers to their seats where necessary; ensure every person who enters the auditorium has a valid ticket. Respond to verbal customer complaints/queries immediately, using your own skill and knowledge to resolve or direct them to an appropriate person who can assist. Be knowledgeable about the individual cinema’s services and facilities including accessibility, toilets, and proposition. Ensure all communication via radios is appropriate, clear, and concise. 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. Ensure all lost property is correctly delivered to the appropriate area and logged in line with the policy. Monitor screens for picture & sound quality, temperature, and customer disturbance.
• Product Knowledge and Sales: Be knowledgeable of current promotions and raise customer awareness. Ensure sales accuracy by processing transactions, memberships, and discounts correctly and in line with the policy. Promote the benefits of Membership during every transition. Use suggestive selling to offer better value and enhance the customer experience. Monitor stock levels and stock rotation and ensure departments are well presented. Ensure all wastage is correctly recorded by following the wastage procedure. Maintain the highest standards of food hygiene and food presentation in line with policy. Ensure that café offerings are prepared and served to the highest standards.
• Health & Safety: Follow all Health & Safety Policies with a Spot it, Sort it approach. 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 basic daily cleaning duties including but not limited to departments, auditoriums, bathrooms (periodic toilet checks), staff areas, customer-facing areas, and sorting and removing of rubbish as required.

You will be expected to attend regular staff meetings and shift briefings and keep up to date on staff communications. Adhere to all 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.

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.