Guest Assistant - POOLE

Vue  Brand Ambassador – Hosting guests 

• Greet and welcome guests arriving at the cinema by being polite, helpful and friendly, providing support and guidance for guests that look confused or do not have a ticket, educating them to ensure their next visit is easier and quicker

• Help guests navigate the Vue Your Way format by providing relevant information that ensures they spend time browsing the product range on offer and fully optimise the self-service touchpoints

• Makes guests aware of available upgrades that will enhance their experience (e.g., VIP/Ultra Lux seats, Epic screens)

• Builds a sense of excitement around the cinema experience, latest films, features and products, and promotes the Vue App to inform guests of what is available for their next Vue cinema visit 

• ·        Helps guests with their purchase decisions at appropriate times in their journey by providing relevant product information relating to multi buy offers, kid combos, trade ups, impulse/additional purchases, allergen information, new products, merchandise and new features

• ·        Proactively identifies individual and diverse guest needs across all zones, to create an outstanding tailored experience

• ·        Observes guests at the self-service touchpoints and, when appropriate, steps in to offer support, guidance and recommendations, to ensure guests are getting the best value and experience from their visit 

• ·        Spots situations that need immediate attention and quickly reacts to ensure they are resolved (e.g., guests seeking support, empty product shelves, spillages etc.) 

• ·        Where needed, provides quick and relevant support to guests making a purchase at the self-service checkouts

• ·        Engages with guests leaving the cinema by talking to them about their experience, saying goodbye and leaving a positive last impression

Operational Excellence – Creating a clean and safe environment

• ·        Takes pride in personal appearance by ensuring uniform is clean and tidy at all times and compliant with the Vue dress code

• ·        Is a reliable team member and turns up on time for allocated shifts

• ·        Keeps all cinema zones (both guest facing and behind the scene preparation areas) clean, safe and free from potential obstructions or hazards, aligning with operational processes, health and safety and food hygiene standards 

• ·        Quickly and meticulously cleans the auditoriums before and after each show, removing litter, spillages and smells 

• ·        Monitors and conducts spot checks in the auditoriums to help manage issues such as disruptive behaviour, piracy, screen/audio quality and ensure walkways and signage are clearly lit and appropriate and comfortable air temperature is circulating, escalating any risks/concerns to the cinema management team

• ·        Addresses issues that arise at the self-service touchpoints relating to system technology, escalating to a member of the management team where needed

• ·        Assists with stock management (e.g., assists with deliveries, organises and maintains storage areas, stock rotation/checks etc.) 

• ·        Manages queue times during busy periods to help keep a constant flow of guest traffic throughout each zone

• ·        Conducts age-verification checks for certain products and films, taking appropriate action where there any issues

• ·        Helps to protect the cinema and guests by deterring negative guest behaviour and misuse in any of the zones, promptly informing a member of the management team of any serious risks or concerns

Product Presentation – Enabling guests to make their purchases

• Ensures the shop is correctly merchandised and fully stocked, with product being pulled forward and front facing, which enables guests to easily access products and containers when selecting and making their purchases

• Ensures that unwanted products left by guests at the self-service checkouts are returned to the correct display area

• Prepares food and beverages sold in the shop, ensuring that all brand guidelines, operational processes/standards, health and safety requirements are followed at all times and regular cleaning of the preparation area and displays is carried out

Knowledge & Experience

Previous experience of delivering an outstanding guest experience in a fast-paced and pressurised environment or 

Previous experience of having to engage with a group of people to deliver an experience, service, event or task  

A knowledge, interest and enjoyment of cinema and film, keeping up to date with latest releases

Skills

Communication and engagement skills – confidently approaches guests and quickly builds rapport

Desirable; Is able to confidently make short public announcements to guests sitting in an auditorium

Multi-Tasking – works at pace to get things done quickly and accurately, even when under pressure

Problem-solving – can work independently and uses initiative to resolve issues

Technical Skills – quickly grasps how to use new technology and effectively shows others who may be less technical

Personal Attributes

Ownership – is proactive and takes personal responsibility in getting the job done to a high standard 

Motivated – is a self-starter, determined to succeed and deliver outstanding results

Team Player – offers to help colleagues without being asked and is always approachable

Curiosity – asks the right questions and seeks to find improvements

Self-Improvement – enjoys learning new skills and putting them into practice

Values Difference – is empathetic and treats others with respect