Job Description

Team Leader
(Band C & Vue Lite)

Overall Purpose of the role: To supervise and coach the Customer Assistants in order to help the cinema management team create a
high performing and fully engaged Customer Assistants that delivers the cinema business plan. 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
Reports to: General Manager Responsible for: Customer Assistants

Building Your Team

Recruitment Interview and recommend appointments for Customer Assistant vacancies to the relevant Manager
& Selection ensuring that all recruitment policies and procedures are followed e.g. the Right To Work

Supervise and coach the Customer Assistants giving them regular feedback on their performance in
order to deliver the objectives and achieve the business plan
Performance Communicate all incentive plans to the Customer Assistants, carrying out regular progress updates to
Management engage them with delivering the required business goals
Recognise high performers 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 members 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

Build effective working relationships in order to facilitate handovers, the sharing of best practice,
Communication 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

Developing Your Business

Provide input into the review of film schedules and cinema performance against pre agreed targets,
Cinema taking appropriate actions to maximise operating profit
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

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

Building Deal with all building, asset repairs and maintenance issues where possible, ensuring that remedial
Maintenance, action is taken quickly and management team fully updated
Repairs & IT Ensure all IT issues are appropriately reported, all progress is monitored and resolved promptly
Support Ensure IT hardware and systems are maintained to the standards required

Digital Follow assigned tasks in the maintenance programme for all Digital Equipment (including awareness
Maintenance of sound and light levels) to ensure equipment operates as expected
Programme 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
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
Customer Monitor and evaluate customer service related KPIs to identify key trends and implement action plans
Service 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
Ensure compliance with all legal requirements, company policies and procedures thus creating an
environment that is clean, safe and welcoming for all
o Carry out regular and appropriate screen checks taking action to prevent or address issues
o Adhere to company Fire Safety and Health & Safety policies and procedures e.g. bulb changes,
Safe working at heights. Take immediate action when any breaches occur
& o Ensure cinema evacuation procedures are clearly understood and followed by all Customer
Welcoming Assistants
o Ensure compliance with the required cinema licenses (e.g. alcohol licence and cinematography
licence), highlighting any issues to the management team
o Ensure compliance to food hygiene H&S and due diligence requirements
o 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
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
Shift met and objectives and targets are delivered within the required timeline
Management 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
Write the cinema performance schedule in accordance with the Film Buying Departments "line up”
obtaining their sign off before actioning and comply with all instructions for screen swaps and add on
Film shows
Scheduling Programme Vista with film ticket sales information within the required deadline
Ensure adherence with stock management policies and procedures in order to maximise sales
according to forecasted attendance and ticket mix
Ensure high standards of house keeping in stock room and storage areas, ensuring that stock is
Retail 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 deriver at the right time as well as identify the right products for each audience
profile.
When required input the payroll data into the system ensuring actual hours worked are checked and
Payroll correctly recorded so that teams are paid accurately and on time. (needs to be authorised and
trained)
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
Create a Show Play List for all new films checking all digital content and credit offsets for accuracy
Digital Content 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
Theatre Delete adverts, trailers and ratings regularly to keep the thresholds for the projectors below the
Management maximum. Delete features as directed
System (TMS) Complete all digital content tracking documents as required to aid communication across the
management team
If required
Plan and implement all operational and technical requirements for alternative content events
General
For business need reasons, or as part of your development, you may be asked to take on additional tasks or responsibilities

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