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Supervisor

3 weeks ago

York, United Kingdom Cineworld Group Plc Full time

**Supervisor - Duke of York's Picturehouse, Brighton**:
Location

Brighton

Business Area:
Picturehouse Cinemas

Job type:
Full Time Contract

Contact name:
Emily Lamb

Job ref:
050556

Published:
about 12 hours ago

**Supervisor - Duke of York's Picturehouse, Brighton**:
**Contract**: 35 hours per week contract

**Salary**: £10.25 per hour (raising to £11.50 for step-up duty manager shifts)

**Application deadline**: Sunday 19th February

The Duke of York’s Picturehouse is the jewel in the crown of Brighton. As the oldest purpose-built and continuously operated venue in the UK, and adorned with giant Can-can legs on its roof, our one-screen spectacle of a venue is a well-loved icon at the heart of the local community.

In addition to a diverse programme of films, ranging from quality blockbusters to independent, classic, foreign-language and art-house, our cinemas show live HD broadcasts of productions from world-class arts venues, such as the New York Metropolitan Opera and the Bolshoi Ballet, theatre productions such as the Royal Shakespeare Company Live from Stratford-upon-Avon and National Theatre Live, art exhibitions and filmmaker Q&As.

Food and drink are integral parts of the experience here at Duke of York's, with our Kiosk and Bar offerings making our cinemas exciting social hubs within the community.

**VACANCY**

We are looking for two **_enthusiastic, resilient,_** and _proactive_ supervisors with **_can do attitudes_** to lead our customer service teams on shift.

**JOB TITLE**

Supervisor

**DIRECT REPORT TO**

Duty Manager

**RESPONSIBLE FOR**

Customer Service Assistants

**JOB PURPOSE**

To ensure the delivery of the highest standards of customer service in line with the Picturehouse Experience expectations. You will guide, support and coach Customer Service Assistants to fulfil their role whilst ensuring the smooth running of the cinema in line with policy and procedures. Be the first escalation point for any customer interactions.

Assume the responsibilities of a Duty Manager, including key-holding, for the cinema as required.

**MAIN DUTIES**
- 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 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 H&S issues
- Support the management team in the delivery of the business KPIs and strategy objectives
- Ensure a front of house presence at all times and assist with front of house tasks as required
- Maintain regular and effective communication links with the management team and Customer Service Assistants
- Participate in management and team meetings as required
- Undertake management opening and closing responsibilities and duties as required
- Create and drive your own development opportunities

People - You will:

- Engage our teams to deliver improved business results through effective people management practices including coaching, mentoring and driving personal accountability, development and performance
- Support with the induction and recruitment process of new staff
- Assist in the development and delivery of team meetings as required
- Effective organisation of resources to deliver the operational requirements of the cinema

Customer - You will:

- Nurture a customer focused environment by maximising front of house presence at key business times to improve the customer journey and overall experience
- Doing the right thing for customers to ensure that our brand standards are maintained with consistency
- Cultivate awareness of film product, food and beverage offering, and promotions
- Monitor all customer feedback and communicate to the management team

Operational Excellence - You will:

- Ensure the highest standard of film presentation, cleanliness, maintenance and operational standards are upheld at all times
- Ensure the wellbeing of all employees, customers an