Customer Service & Support Jobs in City of Joondalup, Australia (Now Hiring) — 52 open — Page 3

Title: Cinema Employee Level 2 - Gold Class

Position Overview:
A team member at this level has completed induction and training to attain the competency required to perform work within the scope of this level; or holds the equivalent experience or expertise required to perform work within the scope of this level.

Provides exemplary customer service and executes tasks associated with supporting the operation of a cinema entertainment complex to the highest standard. 

Is responsible for the quality of their own work, while subject to routine supervision either individually or in a team environment on a range of tasks. 

Makes decisions and exercises discretion in relation to routine matters within their area of work, drawing on their skill, training, and knowledge for this level.

Subject to knowledge and skill at this level, this team member may operate flexibly as required between work areas.  

Our Vision is being leaders in creating experiences and properties that escape the ordinary.
Our Purpose is to make the day better for ourselves, each other, our group, our customers, and communities. 
We do this by living our values of empowerment, possibilities, and community. We achieve our Vision and Purpose by delivering on our goals and values.

Our Goals

• Growing revenue above market 
• Maximise assets
• Business transformation

Our Values 

• Empowerment: We make it happen
• Possibilities: We evolve and innovate
• Community: We make the connection

 

Cinema Worker Level 2 Key Accountabilities

• General Cinema Duties
  • Continuously monitor and consistently deliver customer service to a high standard. Ensures a positive experience for all patrons by prioritising and attending to their needs proactively.
  • Address and handle minor customer feedback, ensuring prompt resolution while maintaining a positive customer experience, within the scope of knowledge and skill at this level.
  • Actively contribute to and participate in all cinema campaigns. 
  • Follow Workplace Health and Safety policies and procedures including emergency procedures.
  • Attend and complete all mandatory training sessions as designated by EVT.
  • Assist fellow employees as needed, fostering a cooperative and supportive work environment.
  • Conduct thorough and precise opening, closing and shift change-over procedures for the relevant area. 
  • Ensure a well-maintained and aesthetically pleasing work area through regular presentation and minor maintenance tasks. 
  • Monitor, action (where appropriate to skill and knowledge level) and/or report any issues with all cinema assets and property. This includes but is not limited to; auditorium seating, all cinema equipment, customer facing and back-of-house property and products, including bathroom facilities. 
  • Maintain a high standard of cleanliness and hygiene through diligent cleaning practices.
  • Security knowledge and awareness.
  • Queue management and crowd control.
  • Lost property maintenance. 
• Retail Customer Service
  • Proficiency in register operation and ticketing systems.
  • Product and service knowledge.
  • Cash preparation and responsibility for own till.
  • Conduct self-audits and ensure financial balance through attention to detail and accuracy.
  • Prepare food and beverages for sale, ensuring a high standard of quality and product presentation.
  • Maintain product stock levels and presentation, in accordance with planograms where applicable.
  • Assist with stock control through accurate stock handling. Support preparation for stocktake as required. 
  • RSA qualifications as required. 
• Cinema Attendant
  • Maintain an elevated standard of customer service by prioritising and attending to their needs proactively.
  • Presentation and minor maintenance of games machines.
  • Queue management and crowd control including allocated seating management.
  • Performs regular checks of ticketing, auditoriums and public access areas. Action and/or report issues as appropriate to skill and knowledge at this level. 
  • Support on-screen presentation by monitoring, actioning and/or reporting film quality, in-cinema comfort and ambiance issues. 

KPI - Operational Responsibility for Cinema

• NPS results.
• Achieve a sound level of competence in cash handling.
• Food and beverage prepared and served to a high standard and in a timely manner. 
• Performs effective suggestive selling and upselling techniques.
• Accurate handling of stock.
• Completes service checklists.
• Effectively manages cinema turnaround times.
• General level of interest in the role.
• Willingness to help others.
• Support of fellow employees.

Skills and Experience
These are the desired skills and experience for this role:

• Competent in basic Maths and English 
• Competent in cash handling 

Behavioural Capabilities
The following are the mindsets and behaviours required for this role:

• Customer Focused: Dedicated to delivering excellence in customer sentiment. Continuously strives to improve customer sentiment.
• Contributing to the team: Focused on creating a team-oriented workplace which fosters collaboration between colleagues.
• Communication: Displays effective communication with all team members and customers. 
• Decision Making: Ability to make effective decisions.
• Work Standards: All tasks are completed to the highest standards.
• Personal Presentation: Maintains personal presentation and grooming.
• Safety Awareness: a commitment to following policies and procedures. Active participation and engagement in company health and safety initiatives.