Cinema Front of House Staff

JOB DESCRIPTION

The Temporary Cinema Front of House Staff work at the Hot Docs Ted Rogers Cinema to deliver a welcoming, enjoyable and safe experience for all in attendance. This position reports to the Director of Operations and is supervised day-to-day by a team of Managers-on-Duty and includes both working at the concessions stand and at the box office to serve our patrons. The ideal candidate will be an enthusiastic addition to our year-round team, who values teamwork and creating community in our space.

KEY RESPONSIBILITIES

Concessions Sales and Service:

• Greet guests warmly and assist them with their food and beverage selections;
• Prepare and serve a variety of snacks, drinks, and concessions with efficiency and care;
• Handle cash, credit, and debit transactions accurately and securely;
• Ensure that all concessions are presented attractively and are stocked appropriately;
• Maintain all food service equipment to the highest possible standard, including pre- and post-shift cleaning, stocking, and organizing of the concession bars and stock areas;
• Ensure an excellent presentation of all areas of the cinema, including the lobby, theatre, washrooms, entrances, and exterior.

Customer Service:

• Provide exemplary customer service by addressing guest inquiries with enthusiasm and professionalism;
• Offer recommendations and answer questions about ingredients and allergen information;
• Resolve any issues or concerns related to concessions, including order errors or quality concerns, de-escalate and escalate them to management in a detailed and timely manner as circumstances require;
• Maintain a friendly and approachable demeanor, creating a positive and inviting atmosphere;
• Prioritize barrier free access and equity to ensure all patrons are served according to their needs, always seeking feedback and new knowledge on improving access to the cinema and its events.

System and Inventory Operations:

• Operate and maintain point-of-sale (POS) systems, staying up to date on skills training and ensuring all transactions are processed accurately;
• Monitor inventory levels and assist with ordering and stocking supplies as needed;
• Ensure all equipment is in good working condition and report any malfunctions promptly.

Administrative Duties:

• Assist with the preparation and distribution of promotional materials and updates;
• Maintain a clean, organized, and safe work area, including adhering to health and safety standards;
• Assist with opening and closing procedures to ensure smooth operations;
• Abide by Hot Docs’ customer service, Human Resources, health and safety, and accessibility policies and complete all training as required.

QUALIFICATIONS

• Previous experience in a customer service, food and beverage, hospitality, cinema, or Front-of-House position is strongly preferred;
• Exceptional communication and interpersonal skills, with a talent for creating a welcoming and friendly atmosphere;
• Adept at navigating escalated circumstances with a variety of audience segments including patrons, volunteers, industry delegates, and staff;
• Proficiency and experience in the use of ticketing CRMs or software, particularly Agile, is an asset;
• Familiarity with Moneris, other credit card processing software and devices, as well as the handling of cash is an asset;
• A collaborative and supportive work ethic and commitment to barrier-free access and supporting the needs of all guests;
• Ability to stand for extended periods and lift up to 25 pounds and carry items up and down stairs;
• A flexible approach to working hours including evening and weekends;
• Must be SMART Serve certified;
• Food Safety Certification is an asset;
• First Aid Certification is an asset.

EQUITY STATEMENT
Hot Docs is a forum to share stories and perspectives on the people, issues and events that shape our world, and we encourage respectful discussion and debate to foster greater understanding and empathy.
 
An integral component of this is Hot Docs’ commitment to fostering an organizational culture that brings together people with different races, identities, abilities, experiences and skills. Hot Docs is committed to reflecting the diverse communities we serve in the stories we present and also in our workforce. We encourage applications from diverse communities and welcomes applicants who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion.

ACCOMMODATION STATEMENT
Hot Docs encourages applications from qualified candidates and will accommodate applicants’ needs throughout all stages of the recruitment and selection process.  Please advise the Hiring Manager to ensure your accessibility needs are accommodated throughout this process.  Information received relating to the accommodation will be addressed confidentially.