Job Introduction
Overall Purpose of the role: To effectively supervise and coach the Customer Assistants in order to help the cinema management team create high performing and fully engaged teams that want to and are capable of delivering the cinema KPI’s and targets. To maximise all opportunities to become the customer’s first choice for cinema entertainment within the local market by delivering an unrivalled cinema experience provided by friendly and helpful people. |
Building Your Team |
Performance Management | - Supervise and coach the Customer Assistants (CAs) giving them regular feedback on their performance in order to develop their skills to deliver the cinema KPI’s and targets
- Communicate all incentive plans to the Customer Assistants, carrying out regular progress updates to engage them with delivering the required business goals
- Recognise high performing Customer Assistants and pro-actively support career development and progression
- Manage under-performing Customer Assistants clearly addressing all issues and escalating concerns to the management team
- Conduct regular performance reviews with Customer Assistants focusing on the delivery of objectives, strengths and development plans for areas requiring improvement
- Train Customer Assistants to be competent in all aspects of their role, fully utilising the Training Buddies
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Communication | - Build effective working relationships in order to facilitate handovers, the sharing of best practice, working together on shared projects and providing support for each other
- Cascade information and knowledge to the Customer Assistants to ensure engagement and implementation of business initiatives and decisions
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Developing Your Business |
Cinema Profitability | - Implement all business activity as directed by GM and Management Team within agreed timelines to ensure KPIs are met and return on investment targets realised
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Driving Efficiency |
Resources | - React to business demand, operational issues and staff availability ensuring that the cinema functions effectively raising any concerns over resources or shift change requests to the relevant manager
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Building Maintenance, Repairs & IT Support | - Deal with all building, asset repairs and maintenance issues where possible, ensuring that remedial action is taken quickly and management team fully updated
- Ensure all IT issues are appropriately reported, all progress is monitored and issues are resolved promptly
- Ensure IT hardware and systems are maintained to the standards required
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Digital Maintenance Programme | - Follow assigned tasks in the maintenance programme for all Digital Equipment (including awareness of sound and light levels) to ensure equipment operates as expected
- Inform the relevant Manager of any maintenance issues for Digital equipment in order for them to escalate and resolve issues quickly
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Flawless Execution |
Customer Service | - Promote and embed a customer focussed culture by coaching Customers Assistants to be approachable, friendly, helpful, respectful and well presented to enable them to confidently and knowledgably provide a high standard of service
- Monitor and evaluate customer service related KPIs to identify key trends and implement action plans that address issues and required improvements
- Ensure all customer complaints are dealt with professionally and promptly and resolved where possible
- Ensure the Customer Assistants understand and deliver the required standards for an excellent customer experience in the auditorium and throughout the cinema
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Safe & Welcoming | - Ensure compliance with all legal requirements, company policies and procedures thus creating an environment that is clean, safe and welcoming for all
- Carry out regular and appropriate screen checks taking action to prevent or address issues
- Adhere to company Fire Safety and Health & Safety policies and procedures e.g. bulb changes, working at heights. Take immediate action when any breaches occur
- Ensure cinema evacuation procedures are clearly understood and followed by all Customer Assistants
- Ensure compliance with the required cinema licenses (e.g. alcohol licence and cinematography licence), highlighting any issues to the management team
- Ensure compliance to food hygiene H&S and due diligence requirements
- Ensure all areas of the cinema are consistently and proactively kept clean and operated at the required company standards
Adhere to company policies and procedures associated with banking, cash security and building access. Take immediate action when any breaches occurs |
Shift Management | - Run Duty Manager shifts, ensuring actions and duties are delivered and the cinema operates to the required company standards
- Implement centrally driven initiatives, incentives and Vue branded products ensuring standards are met and objectives and targets are delivered within the required timeline
- Ensure film piracy preventative measures are carried out (e.g. regular screen checks) and all instances are dealt with in line with company and FACT procedures
- Ensure all administration is managed and completed in a timely manner and compliant with legislation, company processes and procedures
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Film Content | - When requested to do so programme Vista with film ticket sales information within the required deadline
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Retail | - Ensure adherence with stock management policies and procedures in order to maximise sales according to forecasted attendance and ticket mix and bring any concerns to the relevant manager
- Ensure high standards of housekeeping in stock room and storage areas, ensuring that stock is rotated and maintained and can be easily located
- Ensure the retail offer is merchandised, maintained and replenished throughout the day to the agreed company plan and brand standards
- Ensure retail sales are maximised by adhering to the ‘Cinema Action Plan’. Coach the cinema team to focus on the right driver at the right time as well as identify the right products for each audience profile
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Digital Content & Theatre Management System (TMS) | - Receive and ingest digital content and KDMs to ensure shows can be shown at the scheduled time
- Manage any late delivery and content issues within required deadlines
- Complete all digital content tracking documents as required to aid communication across the management team
If required - Create a Show Play List for all new films checking all digital content and credit offsets for accuracy and ensure brand requirements are met
- Ensure all content is scheduled into the TMS and it is identical to the Show Time Manager on Vista
- Delete adverts, trailers and ratings regularly to keep the thresholds for the projectors below the maximum. Delete features as directed
- Plan and implement all operational and technical requirements for alternative content events
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General |
For business need reasons, or as part of your development, you may be asked to take on additional tasks or responsibilities. |
Person Specification:
Knowledge & Experience
• Knowledge of and an interest in cinema industry including a passion for film/ film making
• Knowledge and experience of working with people with the flexibility to respond to a diverse group of individuals/customers
Skills
• Excellent interpersonal and communication skills
• Confident when dealing with different people both internally and externally
• Ability to work independently and demonstrate initiative
• Ability to learn new skills and adapt to new situations
• Ability to work well under pressure and as part of a team
Personal Behaviours
- Ownership: Is proactive and takes personal responsibility and initiative to get the job done to a high standard
- Tenacious: Self starter, determined to succeed with the drive to deliver outstanding results
- Adaptability: Able to adjust to changing circumstances or demands
- Self-Motivation: Takes pride in their own performance and the quality of work they produce
- Good sense of humour
