Patrick Espina

Delivery & Support

• Provides a high standard of quality and efficient / friendly service as per Standard Operational Procedures.
• Handles all customer interactions with friendliness and professionalism, accommodating special request and exceeding expectations.
• Shares customer preferences and important highlights with the team and the management.
• Takes ownership of guest request and not refer guest elsewhere in accordance with our "Personal Assist Service" approach.
• Manages customer complaints or concerns in a polite and professional manner and follows the correct escalation process.
• Performs opening and closing procedures established for the place of work as assigned.
• Ensures that the place of work and surrounding area is always kept clean and organized.
• Represents the brand in accordance with brand guidelines.

Customer Experience

• Engages with customers in polite and professional manner following MAF ENTERTAINMENT programs and initiatives and any promotions and/or offers.
• Assists customers through strong product knowledge.
• Deals with customer complaints or concerns and follows the correct escalation process.
• Follows and adheres to the happiness smashable language rituals.

Team

• Respects all fellow team members and treat as equals and aids when needed.

Cash Handling

• Ensures all guests receive the correct change and avoids cash under & over at all times.
• Follows MAF ENTERTAINMENT cash handling policies and procedures.

Selling & Upselling

• Perform up-selling strategies (Suggestive/Cross Selling) and advise and assist customer with sales and bookings to maximize revenues.

Food Hygiene & Handling

• Follows food hygiene policies to ensure all food & beverage served to MAF ENTERTAINMENT customers are safe and free of contamination.

Ticket Attendant

• Examine tickets or passes to verify authenticity, using criteria such as Movie title time and date issued.
• Maintain order and ensure adherence to safety rules.
• Provide assistance with Customers special needs, such as helping those people with wheelchairs.
• Refuse admittance to undesirable persons or persons without tickets or passes.
• Settle seating disputes and help solve other customer concerns.
• Assist Customers in finding seats, lighting the way with flashlights if necessary.
• Search for lost articles or for parents of lost children.
• Ensure Customer Satisfaction and provide Customer Professional support.
• Collect admission tickets and passes from the Customers at collection point and greet them attending their needs.

Stock Control & Inventory Management

• Monitors and carries out of stock checks with the necessary controls.
• Ensures site equipment are stored properly in the storage room following the correct storage procedures.

HSE

• Abides by policies & procedures listed in MAF ENTERTAINMENT HSE management programs to ensure a safe environment for guest, colleagues, and self.
• Ensures the guests meets the relevant criteria in alignment to SOP's of the designated attraction.
• Ensures that all customers use the Personal Protective Equipment (PPE) required in the correct manner.
• Operates and maintains according to the Standard Operating Procedures (SOP's) and risk Assessments.
• Owns health, safety and wellbeing and anyone or anything that may be affected by acts or errors.
• Reports incidents and stop any work activity if their personal safety is at risk at any time.
• Identifies equipment deficiencies for assets and reports any issues to the Manager on duty and/or the relevant Technician.
• Ensures disclaimers are signed by customers when applicable.
• Abides to child safeguarding policies and procedures.

IT Support Team

• Technical help to the staff who have problems with the POS.
• Replace parts as required.
• Keeps computer system running smoothly and ensure users get the maximum benefit from them.
• Making sure all the movie contents playing in the system are updated.
• Knows how to adjust air-conditioning system in the cinema.
• Have an Idea to troubleshoot in the cinema projection.

Office Admin Staff

• Drafts formats and print relevant Documents.
• Answer phone calls and transfer them, as necessary.
• Interact with the management and carries out their requests.
• Photocopies, Laminating, bind files appropriate documents as needed.
• Assist in purchase orders and invoicing (Petty Cash) and reporting all invoices to the accounts Department.
• Maintain stock list and order supplies as needed.
• Checking and filing shift reports and filing compliance checklist Audits.