About You
The Cinema Experience Manager is a hands-on role, taking centre stage in our foyer.
You will be responsible for leading and managing the general assistants to deliver exceptional service and support. Almost all of your time will be front-of-house, leading by example, demonstrating and coaching the team in how to deliver our high standards and the best cinema experience.
You will frequently be the most senior person on site, and trusted and empowered to make the right decisions at the right time. For our staff and customers you will consistently demonstrate a heads-up, eyes-open, hands-on approach and positive attitude to make every cinema experience the best it can be.
This role involves assisting in training, developing, and implementing customer service practice and procedures, managing team performance, and addressing customer inquiries and issues to ensure a high level of customer satisfaction. In essence, the role is about ensuring that our people, our building and our delivery of customer experience is brilliant.
About Us
Parkway is a family-owned and run business, operating 5 cinemas across the UK. We are passionate about the role cinema has to play as the best possible way to experience a film, but also as a community hub and shared, social experience. We work hard to become part of the communities we serve, to inspire pride in that community, and to become an essential part of life there.
Roles and responsibilities include but are not limited to:
* A strong commitment to working with others uniting a team to strive for exceptional standards by supervising, mentoring, and coaching the team.
* Handle customer inquiries and complaints. Provide guidance and support to team members on resolving customer issues effectively and professionally.
* Bringing promotional ideas and activations to life to a very high quality, and creating photo and video content under direction of the marketing team.
* Collect and assist in analysing customer feedback.
* Work closely with the General Manager to manage bookings and private hires.
* Hosting events from small private hires to larger business events.
* Identify and address development ideas to improve service quality and solutions to improve processes.
* Prepare, report and host meetings with staff by presenting feedback and performance data surrounding customer service.
* Assist with performance reviews, delivering training, goal setting, performance, and development.
* Opening or closing the building and daily stock and cash control.
* Key holding responsibilities.
* Assist the General Manager with other assigned tasks in their absence as required.
Essential Skills
* Strong leadership & management skills.
* Excellent communication and interpersonal skills, both written and verbal.
* Customer-focused mindset with a commitment to delivering exceptional service.
* Exceptional public speaking, problem solving, and conflict resolution skills.
* Ability to work in a fast-paced environment, managing multiple priorities.
* High level of empathy, patience, and professionalism.
* Strong EPOS skills when serving and training.
* Confidence and accuracy in cash handling.
* Proficiency in software such as Microsoft Office and cinema-specific reporting.
Reports to:
General Manager, through day-to-day interaction.
Parkway board and family, when appropriate.
Direct reports:
General Assistants and wider working team.
Remuneration:
£25,880 per annum, paid monthly.
This role may involve occasional travel to other locations.
Flexibility in working hours is essential.
40hrs per week.
Job Types: Full-time, Permanent.
Pay: £25,880.00 per year.
Benefits:
* Discounted or free food.
* Employee discount.
Experience:
* Customer Service: 1 year (preferred).
Licence/Certification:
* Driving Licence (preferred).
Work Location: In person.
#J-18808-Ljbffr