Cinema Floor Supervisor Ster-Kinekor

REPORTING TO

Cinema Shift Manager

REPORTING STAFF

MSE’s

KEY STAKEHOLDERS

Cinema Management, Regional Management and Head Office

PURPOSE STATEMENT

Responsible for the effective day-to-day management of Cinema Operations and the cinema team on:

  • Ticket and Catering sales at touchpoints in foyer
  • Compliance and operational procedures related to aforementioned sales
  • Maintaining standards of operations – SOP’s
  • Maximising customer satisfaction
  • Ensuring all operational efforts achieve the organisational strategies and objectives
  • Maximising operational efficiencies related to stock, concession preparations, equipment, etc.

. Ensuring an impeccable customer journey at all touchpoints

MINIMUM REQUIREMENTS

Education and inherent job requirements

Matric (Grade 12)
Ability to work shifts

Systems

MS Office Suite (Basic)
VISTA advantageous

Working Experience

1 – 3 years’ work experience in a similar role (relevant)

TASKS

MAIN OUTPUTS AND RESPONSIBILITIES

Financial Control

Efficient management and control related to attendances and house counts
Ensure float, cash management and control at POS and Box Office counters
Manage and control cashier variances
Achieving targets on attendances and Customer Satisfaction (NPS)
Drive Hit Rate, Basket value and other related KPI’s
Stock control of movie club cards

Shift Management

Ensure adherence to all cinema opening and closing processes
Staff work orders to be in line with operational requirements
Support Shift Manager with staff scheduling and duty allocations to ensure optimal staffing and all duties are executed accordingly
Supervise support departments including cleaning services (Foyer, in Cinema)
Assist shift manager in shift briefings / handovers / shift reports
Interact and be present during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
Manage staff appearance and cinema appearance
Manage functioning of equipment and systems related to the touch points
Report and resolve any issues experienced
Be consistent in house counts and relate those to ticket sales, immediately report on any anomalies
Management of end to end processes related ticket and catering sales, vouchers, club and loyalty
Assure perfect presentation – ICT and Technical
Property and Facilities Management and Reporting
Ensure cleanliness of the cinema in all areas, at all times
Communicate changes in regulations and the business requirements to staff
Communicates cinema’s objectives, standards and operating procedures to internal and external service providers as per SLA
Queue and Foyer Management
Adhere to cinema specific obligations and processes i.e. Pizza Hut and Prestige

People Management

Report staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
Manage productivity
Identification of employee training needs
Manage employee relations within the cinema
Effective use of the performance management cycle
Staff communication and motivation
Perform on-the-job training and coaching to close developmental gaps
Provides resources and remove obstacles to ensure a high-performance culture
Drive culture through SKT Way Behaviours and Values
Provide support to staff

Corporate Governance / Compliance

Ensure compliance to all company and legislative standards
Train staff/or ensure staff are trained on all relevant legislations, policies and processes and ensure that all are upheld
Report on all instances of non-compliance
Operational execution on all relevant Standard Operating Procedures
Compliance related to Internal and External Audit requirements
End to End responsibility on Health and Safety regulations for the complex

Customer Experience

Ensures that customers are treated with courtesy and respect always
Staff training on cinema products (including promotion information, functions, facilities, etc.)
Shift hand over ensures that staff can provide customer with relevant insight
Remember customers to create unique experiences for repeat customers
Reporting of all property, facilities and technical faults to assure proper customer experience and operational effectiveness
Be proactive and anticipate customer needs
Ensure equipment functionality at all customer touchpoints to create a seamless customer journey

Planning & Decision Making

Organize, plan and priorities tasks to ensure that work gets done profitably and efficiently
Effective planning, ordering and preparations to ensure that team is adequately resourced to achieve targets/meet job requirements.
Have short -term plans for use of stock and other cinema products
Utilize given guidelines to plan and make recommendations to management on enhanced operational efficiencies
Assist in all marketing, sales and event execution plans and make provision for all foreseeable obstacles

Problem Solving

Provide information and make recommendations regarding services that will exceed customer needs
Solve a wide range of queries related to customer service, dealing with these sensitively and within operational/procedural limitations
Resolve all conflict within company guidelines and processes

COMPETENCIES

KNOWLEDGE AND SKILLS

Good Verbal and written communication.
Good Administration & Organisational skills
Excellent supervisory skills and abilities
Good interpersonal skills
Excellent Customer Service abilities

KEY

ATTRIBUTES

Ability to function under pressure
Ability to solve complex problems without ripple effect and escalation
Attention to detail
Logical thinker
Honest
Responsible
Structured
Process Driven
Highly driven with an excellent work ethic
Initiative
People oriented

Ster-Kinekor