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Rave Cinemas Operations Manual

By: Daniel Herfeldt

Table of contents

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Table of contents

Table of contents ......................................................................................................................................... iii

Introduction .................................................................................................................................................. 1

General .......................................................................................................................................................... 3

Cinemark Mission Statement .................................................................................................................. 3

Number One Goal .................................................................................................................................... 3

Appearance .............................................................................................................................................. 3

Uniform ................................................................................................................................................ 3

Cleanliness ............................................................................................................................................ 4

Behavior ................................................................................................................................................... 4

Expected Behavior ................................................................................................................................ 4

Unacceptable Behavior ........................................................................................................................ 4

Lakeside and Riverside............................................................................................................................. 5

Lakeside ................................................................................................................................................ 5

Riverside ............................................................................................................................................... 5

Equipment ................................................................................................................................................ 6

Equipment needed: .............................................................................................................................. 6

Walkie-Talkie Codes ................................................................................................................................. 6

Locations: ............................................................................................................................................. 6

Emergency: ........................................................................................................................................... 7

Miscellaneous: ...................................................................................................................................... 7

Operations .................................................................................................................................................... 9

Usher Crew ............................................................................................................................................... 9

Cleaning theatres ................................................................................................................................. 9

Cleaning bathroom ............................................................................................................................. 11

Cleaning hallways ............................................................................................................................... 12

Cleaning the lobby and game area ..................................................................................................... 12

Set breaks ........................................................................................................................................... 13

End of shift ......................................................................................................................................... 14

Podium ................................................................................................................................................... 14

Customer Service and Communication standard: ............................................................................. 15

Get ready for the customers .............................................................................................................. 15

Greet the customer ............................................................................................................................ 15


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Tell the customer where the movie is ................................................................................................ 15

Tell the customer to silence their cell phone ..................................................................................... 16

Tell the customer where to get concessions ...................................................................................... 16

Tell the customer where the restrooms are ...................................................................................... 16

Rip the ticket ...................................................................................................................................... 16

Thank the customer ........................................................................................................................... 16

Rated R movie .................................................................................................................................... 16

Turn on the blue light board display switch ....................................................................................... 16

Turn off the blue light board display switch ...................................................................................... 17

Complaints and guests ....................................................................................................................... 17

Helping others .................................................................................................................................... 17

Set break............................................................................................................................................. 17

At the end of the day ......................................................................................................................... 17

Concessions ............................................................................................................................................ 17

Concession standard: ......................................................................................................................... 18

D.U.S.T. ............................................................................................................................................... 18

Customer Service ............................................................................................................................... 19

Closing the Sale .................................................................................................................................. 19

Maximize your time............................................................................................................................ 19

Transaction ......................................................................................................................................... 20

Box Office ............................................................................................................................................... 20

Our Customer Service and Communication standard: ...................................................................... 20

Selling Tickets ..................................................................................................................................... 21

Rated R movies ................................................................................................................................... 21

Movie passes and gift certificates ...................................................................................................... 21

Phone Etiquette ................................................................................................................................. 22

Money ................................................................................................................................................ 22

Clean the break room ......................................................................................................................... 22

Troubleshooting .......................................................................................................................................... 23

1. A customer gets hurt ...................................................................................................................... 23

2. A co-worker or yourself gets hurt .................................................................................................. 23

3. Fire .................................................................................................................................................. 23

4. Unruly customer ............................................................................................................................. 23

Index............................................................................................................................................................ 25

Introduction

1

Introduction

Rave Cinemas is a movie theatre company recently owned by Cinemark. The theatre is a great family-like place to work. It is difficult to know all of the rules and procedures right when you start working at a movie theatre. It requires the worker to be responsible, mindful, and accountable of many things in the workplace. The purpose of this manual is to help all employees, new and old, remember and know all of the rules of the workplace. This much needed manual is separated into several parts of the workplace including: Appearance, Behavior, Lakeside and Riverside, Equipment, Walkie-talkie codes, Usher Crew, Concessions, Box Office, and Podium. Chapter 1 has general expectations and explanations of the workplace including the company’s mission statement, general appearance, and explanations about terms and codes used in the workplace. Chapter 2 has specific instructions for each work section. For example, the usher crew section has the procedures that a worker in usher crew must follow. The concessions section has the procedures a concessioner must follow. The box office section tells the reader what to do while in the box. The podium section allows you to see what to do while at podium. The manual will use color coded instructions as follows:

Appearance will be in gray

Behavior is in purple

Lakeside and Riverside is in blue

Equipment is in light blue

Walkie-talkie codes is in green

Usher crew is in orange

Podium is in light green

Concessions is in yellow

Box office is in pink

General

3

General

Cinemark Mission Statement Cinemark is the organization where safety, respect, care, and concern for employees and customers in unsurpassed. Therefore, it is the preferred international motion picture exhibitor and achieves investor’s goals

Number One Goal “Total and complete customer satisfaction”

Appearance

Uniform Employees must wear their work uniform at all times. Uniforms must be clean and pressed. Shirts must be tucked in at all times and pants must fit your waist. The uniform consists of:

Black Cinemark shirt

Black slacks

Black solid belt with no designs, studs, or loops and with a standard buckle with no design

Black socks

Black shoes

Black Cinemark hat (If in concessions)

Black Cinemark apron (If in concessions)

Name Tag

No more than one (1) earring per ear lobe. All earrings must be of a stud type and no bigger

than ½ inch in diameter.

No visible tattoos, facial and/or body piercing are allowed. Long sleeved black turtle neck style

undershirts are acceptable to wear to cover tattoos.

In Uniform Not in Uniform


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Cleanliness Clothes should be clean and washed

There should be no stains on any of the clothes

The facial hair should be closely trimmed and neatly kept.

Fingernails must be clean and neatly trimmed

Hair should be clean, neatly kept, one natural looking color (highlights/frosting accepted), on

women; longer lengths pulled back or secured; on men; hair must not be below their shoulders;

hairstyle or length on both men and women must not interfere with duties and must comply

with local health codes.

You must exhibit good personal hygiene at all times. This would include but not be limited to

excessive perfume, cologne and/or offensive body odors

No gum chewing

Behavior

Expected Behavior Engage - at 10 ft. make eye contact & smile, at 5 ft. add a greeting

Smile - Have fun, be friendly, energetic and professional

Urgency - Move with it all of the time

Polite and courteous - Guests, co-workers & managers

Minimize guest waiting time - at every opportunity

Dependable and accountable - cover your shifts, complete your tasks

Uniform and grooming - sharp at all times

Re-stock as you go - don’t wait until we run out

Clean as you go - don’t let it build up and don’t wait to be told

Unacceptable Behavior Do not get stuck in victim behavior. Take responsibility for your actions, individually or collectively and behave pro-actively to break the victim cycle. Getting out of the victim cycle enables people and organizations to move above the line and towards accountability.

The six common stages of the “victim cycle” / behaviors that are “below the line”

Ignore/Deny - A typical beginning behavior for those who become trapped in the victim cycle is

the “Ignore/Deny” stage where people pretend not to know that there is a problem, remain

unaware that the problem affects them, or choose to altogether to “Ignore/Deny” the problem

exists.

It’s not my job - In this stage, blame is redirected to avoid responsibility. Although there is an

awareness that something needs to be done to get the result, there is also an obvious lack of

responsibility or desire to involve oneself. People assuming this victim attitude seek shelter

General

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from what they perceive to be additional effort without sufficient reward and personal sacrifice

without benefit.

Finger pointing - In this stage of the victim cycle people deny their own responsibility for poor

results and seek to shift the blame to others. “Don’t blame me” becomes the catch phrase for

transferring fault to the other guy.

Confusion/Just tell me what to do - This is a more subtle stage of the victim cycle when people

cite “confusion” as an excuse to relieve themselves of their accountability. If they don’t

understand the problem or the situation, surely they can’t be expected to do anything about it.

Cover your tail: Another common stage of the victim cycle is “cover your tail.” Here, people craft

elaborate and precise excuses as to why they couldn’t possibly be blamed for something that

might go wrong.

Wait and see: People get sucked into the victim cycle when they choose to “wait and see” if

things will get better. In such a climate, however, problems can only get worse. The “wait-and-

see” stage of the victim cycle often becomes the sink hole of business management, as possible

solutions get swallowed up in a swamp of inaction.

Lakeside and Riverside

Lakeside This is the left side of the theatre when you walk in

This side contains the auditoriums from 1-7

The corresponding closet to this side that has all of the supplies and trashcans needed is next to

theatre 4

Riverside This is the right side of the theatre when you walk in

This side contains auditoriums from 8-13

The corresponding closet to this side that has all of the supplies and trashcans needed is next to

theatre 9

Lakeside supply closet


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Equipment

Equipment needed: Broom and dustpan – used to clean up small trash

Big broom – used to push all of the popcorn and small trash to one side in a theatre

Big bags – used to make a big bag to put the bigger trash in the theatres

Trashcans – used to put all of the trash in

Gondola – used to put all of the trash bags is so you can take them to the compactor

Mop – used to clean up wet spills

Wet floor sign – used so that people are aware that the ground could be slippery

Cleaning supplies – used to clean bathrooms

Walkie-Talkie – used to communicate

Schedule of when movies are dropping and/or starting

Big broom Broom and dustpan

Walkie-Talkie Codes

Locations: Theatres – Auditorium numbers

Main – Main Concession Stand

Riverside Spillway – Hallway for auditoriums 8-13

Lakeside Spillway – Hallway for auditoriums 1-7

Booth – Projection Booth

Beach – Trash Compactor area

Box Office – Ticket sales area

POS Number – Box or Concession terminal #’s

Lakeside Men’s Code Sparkle– Lakeside Men’s restroom

General

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Riverside Men’s Code Sparkle–Riverside Men’s restroom

Lakeside Women’s Code Sparkle – North Women’s restroom

Riverside Women’s Code Sparkle – Riverside Women’s restroom

Customer Service – Customer Service Window, Manager office

Emergency: Priority 1 – Need to evacuate

Priority 2 – May need to evacuate (Be Prepared)

Alpha 1 – Attention needed immediately

Alpha 2 – Attention needed when possible

Mr. Strife – Code name for “fire”

Code 119 – Call 911, Emergency

Code 19 – Unruly patron, possibly or is violent

Code 22 – Accident or Incident has occurred

Miscellaneous: Code Blue – Wet Spill (bring mop and “wet floor” sign)

Code White – Dry Spill (bring broom and dust pan)

Code Grey – Garbage Can needs emptying ASAP

Code Red – Do Not Seat Guests

Code Orange- Butler Usher, come to sweep pile in auditorium #

Code Yellow – Movie is getting out, needs cleaning

Code Green – Theatre is clean and ready to seat guests

Code Sparkle – Restroom is clean

Code 77 – Stock Needed

Code 25 – Quarters Needed

Code 11 – Singles / $1.00 bills needed

Code 55 -- $5.00 bills needed

Code Bill – Employee is calling to verify a $50 or $100

Code CS – Need another register open ALPHA 1

Code SAM – Guarda is in the building

“20” – Current Location

“Copy” – Acknowledge your reply (EVERY TIME)

Operations

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Operations

There are four main work areas, each with specific task. These areas are: Usher, Podium, Box Office, and Concession Worker. Each area will be described in detail. Employees should be familiar with all areas since there are no assigned areas and there is always a possibility to work in any of the four.

Usher Crew

Usher crew are the employees set to clean the theatres, lobbies, hallways, and bathrooms. More than any position at the theater, historically ushers reflect the image of Hollywood, as presented by uniform men and women with flashlight guiding customers to their seats. Cinemark values Ushers as they are the personnel with most contact with the customer: Ushers answer questions, direct customers, give information on schedules, and are overall, very visible to the clients.

Cleaning theatres Auditoriums should be in excellent condition with the proper lighting and temperature, with all repairs completed. We expect them to be cleaned before every show and checked at least twice during presentations. The team will consist of at least three people: Someone must be the big trash, someone must be the big broom, and one or more people must be the broom and dustpans. The objective is to maximize efficiency. The concept and process stay the same at all theaters, adjusting the number of people on Big Bag, Big Broom, Butler, depending on number of guests in each auditorium. This process has multiple moving parts and always has new challenges.

Big trash

The person considered to be big trash is the first person to go into the theatre and has a large trash bag in their hand and picks up all of the trash that is bigger than a popcorn kernel.

1. The person doing big trash first has to make a big bag

2. Making a big bag consists of putting a large bag inside another bag and then tying them

together

3. They must bring a trashcan from the closet and put it in front of the theatre so that the

customers can throw their trash away

4. The big trash must be at the theatre 5 minutes before the movie ends to exit greet and

thank the customers for coming. Tell all exiting customers “Thanks and have a good

night!”

5. Once all of the customers have left, the big trash may proceed to go in

6. When the big trash walks in, they must turn on the light once all patrons have exited or

are finished watching the credits

7. When the big trash is in the theatre, they must start at the very top of the theatre and

work their way down

8. The big trash should pick up all trash that is bigger than a popcorn kernel

9. The big trash should take all trash out of the cup holders


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10. The big trash should put down all arm rests. If you encounter any broken seats or

potentially hazardous situations, please alert a member of management immediately

11. If the big bag gets full, the big trash should throw away the bag and make a new bag

12. Check that the wheelchair ramp is clean and accessible.

13. Make sure emergency exit doors are free of obstructions.

14. When the big trash is finished, they must talk over the walkie-talkie and say code

orange, letting the other workers know they can come inside the theatre and start

cleaning.

15. The person then takes their big bags and puts them in the corresponding closet

16. After taking the trash bag back, the person must then proceed to the next auditorium.

Big broom

The person that is considered to be the big broom is the second person to enter the theatre and is justified by the person having a very large broom to push the loose small trash to the side of every row.

1. The second person in the theatre will be the big broom

2. The person must start from top to bottom, side to side leaving piles at the end of the

aisles. Remember: pull the big broom rather than push it, to pull the trash from under

the seats.

Broom and dustpan

The person called the broom and butler is a person that is holding a broom and a butler and cleans up all of the small trash on the ground.

1. The people with a broom and dustpan will be the third and final people to come into

the theater

2. The person must start at the top of the theatre and work their way down

3. The person must clean all of the trash pushed to the outer part of the rows

4. The person must also clean the stairs and make sure no trash is left behind

5. Once the person gets to the bottom three rows, they must clean underneath the seats

and leave the first three rows spotless. Please note that the goal is to remove debris

from underneath each individual seat. This is especially true for the first three rows

above the handicap seating. These rows should be in immaculate condition and a visual

representation of the rows above them in the auditorium.

6. Before being finished, the person must check all hallways of the theatre and clean

them

7. The person should check to see if all of the exit doors are completely shut

8. The person must then walk out of the theatre taking the trashcan

9. Before leaving, the person must turn off the lights

10. Once everyone has left and the theatre is ready, the person must talk over the walkie-

talkie and call code green.

Operations

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What the theatre will look like when the theatre is done

o The floor and seats are in great condition, free of debris, clean, dry and safe. Cup

holder armrests are down and in great condition.

Employee demonstrating use of broom and dustpan from top to bottom

Cleaning bathroom Restrooms must be clean, dry, and odor free and fully stocked with all necessary supplies at all times.

When you walk in, use the broom and dustpan to pick up all loose trash on the ground

Mop up any wet spots on the floor.

Check the soap

o If there is little or no soap, exchange the soap

o To exchange the soap, you must first rotate the soap then pull it out. Then you put in

the new soap and rotate it so that it stays

Check the paper towels

o If there are no paper towels, refill them

o To put in more paper towels, you open the small silver door where the paper towels

are and put in the paper. Afterwards you close the door.

Check the trashcan

o If the trashcan is full, you must take the bag out and tie the bag. After tying the bag you

replace the bag and take the full trash bag to the designated closet.

Check all stalls and make sure all of the toilets have been flushed

Wipe down the toilet seats, urinals, counters, mirrors, doors & kick plates, walls, stalls, and

any other surface that need to cleaned and dried.

When finished with all of these steps you must talk over the walkie-talkie and call code

sparkle.

When finished, the bathroom should consist of:

o The floor is free of debris, clean, and dry.


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o The counters are free of debris, clean and dry.

o The mirrors are clean, dry, streak, and spot free.

o The toilet seats are clean and dry. The urinal exteriors are clean and dry as well as the

floor beneath them.

o The trash cans are empty with new liners.

o The soap, towel, and toilet paper dispensers are full.

o The stalls, walls, and doors are clean and dry with kick plates polished.

o All restrooms are checked and cleaned every 7-10 minutes.

Cleaning hallways Hallways must be clean, dry, and free of debris at all times

Cleaning hallways will mostly be done by the people using the broom and dustpan

o When cleaning the hallways, one must always pick up all loose trash that is in the

hallways

o When a movie has started, the person cleaning the hallways should close the door so

that the noise does not disturb customers around as well as customers watching a

different movie

o The person should also be cautious and see if any under aged people are trying to

sneak in to rated R movies

When finished, the hallways should include:



Riverside Hallway

Cleaning the lobby and game area Lobby and game area must be clean, dry, and free of debris at all times.

Cleaning the lobby will be done by everyone on usher crew

The person must pick up all loose trash left behind by customers

Operations

13

After cleaning up the lobby, the person must then clean the condiment stations

Make sure all of the straws are restocked

Make sure all napkins are restocked

Make sure all of the condiments are restocked

After cleaning the lobby, the person must then proceed to the gaming area

Clean underneath all of the tables

Make sure all of the games are working fine

If there is a game that is not working correctly, tell a manager and put a sign on the game

telling customers that the game does not work

When finished, it should include.



o The game area tables are clean and ready to be used.

Game room Lobby Condiment Station

Set breaks Set breaks happen when no movie is going to finish in some time. When having these breaks there is a lot of things to be done

Taking out trash

o One person should gather up all of the trash from the closets and put them into a

gondola so that they can take the trash to the compactor

o The person going to the compactor has to be at least the age of 18 to operate it

o When all the trash is accumulated, the person will take it to the compactor

o After all of the trash is compacted, the person will return both gondolas to the

corresponding closet

o When the person is back in the closet, they must re-bag all of the trashcans so that

they can be ready for the next set.


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Theatre checks

o Theatre checks must be done at least once per hour for each individual theatre

o While on a set break a person must be going in the auditoriums and making sure that

everything is working right

o Enter the auditorium quietly with the radio turned off and stand at the bottom. In our

larger auditoriums, you will also walk up the stairs so you will have a chance to see and

hear any possible problems that may exist at the top; and this will be repeated when

you enter on the other side.

o Listen and look for any cell phones, talking patrons, disruptive kids, and crying babies.

o Look for feet on chairs

o Listen for any unusual sound problems with the presentation. Is it too quiet, too loud

or perfect?

o Look and check the screen for a bright, clear, scratch, and dirt free presentation with

crisp sharp edges and running smoothly.

o Check the temperature. Is it too hot, too cold or perfect?

o If someone is not following the rules ask them to stop

Restroom checks

o Make sure all bathrooms are clean

Hallway checks

o Make sure all hallways are clean

Help others

o If done with everything else, helping someone in concessions might be the best idea

o If someone is new or has a long line, you could help them out

Take a break

o If you are working 6 or more hours you should take a break if your position manager

allows you to.

End of shift Final checks

o When it is time for you to leave, make sure all of the closets, restrooms, and lobby are

clean.

Podium

Together with Ushers, Podium workers or Ticket Takers also represent the classic Hollywood idea of movie going. Podium workers are the first ones to greet the customer and direct them to the correct place. They must be knowledgeable and friendly. Smile, maintain eye contact, and stand tall at all times.

Operations

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Podium

Customer Service and Communication standard: Customer Service is an experience we provide that the customer finds enjoyable and satisfying.

We will create a new and satisfying experience for the customer when necessary to ensure that it’s always enjoyable.

Communication is a steady flow of information between the management, supervisors, staff, and customers at all times. All concerns and complaints are addressed immediately and appropriately with clear and accurate information.

Get ready for the customers Get a show schedule, pen/pencil, radio and headset.

Smile, make, eye contact and greet the customer.

When necessary, politely inform the customer of our policy regarding outside food and drinks.

You have the power to bend the rules and avoid conflict.

Monitor your area for disturbances.

Keep your area clean.

Greet the customer When the customer walks through the door, the first thing to do is to greet them

Ex. “Hello welcome to Rave Cinemas, how are you?”

Tell the customer where the movie is As you tear the tickets, direct the customer to their left or right according to the theater they

are going to

Make sure to know what number theatre they are going to


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Tell the customer to silence their cell phone Politely inform the customer that cell phones need to be turned off while in the building.

Tell the customer where to get concessions Advise the customer of any deals that are going on that day in the concession stands

Make sure to tell the customer where the concession stand is

Make sure to know which concession stands are open for the day

Tell the customer where the restrooms are If needed or asked, direct customers to the restrooms

Rip the ticket Rip the ticket and give the customer their half of the ticket

The other half you put into the ticket booth

Thank the customer Tell the customer thank you for coming and tell them to have a nice day

Rated R movie If a movie is rated R, ask the customer for an I.D. and make sure they are of age

If the person is not of age, direct them back to box office to change the ticket or get a refund

If it is after 6 pm, a parent cannot have a child under the age of 6 go into a rated R movie

Turn on the blue light board display switch Whenever you hear the code green call, you should walk over to the light switches and turn

on the light for the auditorium called green so that customers know that they are able to go

inside

If you are too busy with tearing tickets, ask someone over the walkie-talkie to turn it on for

you

Turning on or off these switches will turn on and off the blue lights next to the movie titles

Operations

17

Turn off the blue light board display switch 15 minutes after a movie has started, you are to turn off the light switch for the corresponding

auditorium that has started

If you are too busy with customers, ask someone to turn it off for you

Complaints and guests Whenever a guest comes to the podium and asks to talk a manager, ask for a manager to

come down to podium through the walkie-talkie

Tell the customer that the manager would be right down to talk to them

Direct the guest to some tables so that they can wait for the manager and not have to stand

Never address the guest as anything but guest

o Ex. “We need a manager to podium for a guest.”

Helping others If someone asks for help in a certain area, such as concessions or usher crew, and you are not

busy, ask a manager if you could go help

Make sure that you know where you have to go

Set break The set break will happen when there is no movie starting for some time

While having a set break you should try and help out the usher crew and clean the lobby

Cleaning the lobby will include sweeping the floor and as well as clean the condiment stations

Also clean your own area

Make sure you have enough 3-D glasses

If you don’t have many 3-D glasses, tell a manager you need some

At the end of the day If you have the final shift of the day, make sure that you put all of the tickets in a bag and tie it

Once you have all of the tickets in the bag, give the bag to a manager

Make sure that the lobby is cleaned

Restock 3-D glasses

Clean and restock the condiment stations

Concessions

The concession worker is an integral part of the movie company. As a matter of fact, the success of the company is directly related to the success of the concession stand. Preparation is key in this area. Concession workers must be ready to serve clients while offering the best value to customers.


18

Concessions

Concession standard: Concession Operations -We serve properly prepared, high quality, fresh food, with all of the

stands, stock, equipment, and staff utilized to satisfy the current business level.

D.U.S.T. D.U.S.T.ing while you are working in concession is a requirement of this job. It must be used with every transaction that you do.

D = Direct Sell

o When a customer approaches your register, be prepared to greet them and direct them

to a product immediately.

o Ex. “Hello, can I get you started with a Large Drink today?”

o This immediate direct suggestion automatically opens the door to engaging that

customer. We always want to get the drink started first as that pours automatically and

while that is happening, we can be getting other items for the customer such as popcorn

or nachos, and by getting the drink started first, we increase our speed of service.

U = Up Sell

o Be aware of the prices of our products and the extra values that come with certain sizes.

For instance, a large drink is only .50 more than a medium drink and comes with free

refills. Also, a large popcorn is only 1.00 more than the medium popcorn and comes

with free refills.

o Offer these special values to our customers at each opportunity by up selling. If a

customer buys a medium drink, up sell to a large and let them know that they will also

receive free refills with that purchase.

o Ex. “Would you like to buy a Large Drink with free refills for .50 more?”

S = Suggestive Sell

Operations

19

o Customers often approach our concession stand without full knowledge of the products

that we have to offer. Use your knowledge of our menu to complete their order with a

suggestive sell.

o If a customer purchases a bag of popcorn, ask them if they would like a drink. If they

purchase a drink and popcorn, suggest a bag of candy. If they are unsure of what they

would like to purchase, suggest either a nacho or hot dog combo!

o Ex. “Would you like a bag of Reese Pieces with that?”

T = Thank You!

o Once you are finished with your transaction with the customer, make sure that you

thank them for their purchase.

o Ex. “Thank you! Enjoy your movie!”

Customer Service If there is anything more important than up-selling and D.U.S.T.ing in concession, it is customer service.

Customer Service entails:

o Always smiling – bring your best attitude to work!

o Always be ready to greet and take someone’s order.

o Someone must always be at a register, facing the lobby.

o Always put your focus on the customer. Don’t have conversations with other employees

while getting someone’s order.

o Always be aware of lines – don’t wait for a manager or supervisor to get you on a

register. As soon as a line of two or more customers starts to form, you should be on

your register, offering to help.

o Always put the customer first. No closing duty is more important than taking care of the

customer.

Closing the Sale Now that the order is complete you can enter the sale on your terminal.

Collect the money, count back change, thank the customer, and close your drawer. Hand the receipt.

While the customer is gathering the items, make eye contact with the next customer and start over at #1 while wiping down the counter after each transaction

Maximize your time Keep your head up and your eyes open

Call Guests over to you, if you don’t have anyone in your line

Stay in your zone – eliminate wasted time going long-distance to get items

Stock up in advance of rushes, so you don’t run out during rushes

Clean up whenever there are no Guests to help

Pre-opening preparation – use the checklist, hot dogs, nachos, popcorn first

Call out Code CS for more Concession Registers need to be open Alpha 1

Closing Duties – use the checklist, organize, contribute equally

Demonstrate Operations – Best Practice


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Popcorn – pull popcorn from the left and fill up the right

Hot Dogs – fill up the back, pull the ready ones to the front

Nachos – pre-portion chips & cheese, pull left

Zones – responsible for your zone, keep merchandisers full

Station stocking priority list

Station cleaning priority list

Sanitation – washing hands, gloves, ice & popcorn scoops etc.

Transaction When doing a transaction make sure to gather up all of the items needed before accepting

payment. This is done so you know you have all of the items necessary.

Speed of service goal is to finish the whole transaction in 60 seconds

Only use the Free Popcorn/Free Drink buttons when taking a Free Popcorn Coupon/Free

Drink Coupon; otherwise, a shortage will occur on your terminal.

You and only you are responsible for your terminal sales and cash drawer and any resulting

disciplinary action.

Box Office

The box office cashier is the first person the customer comes in contact with either in person or over the phone. Therefore, it is the cashier who sets the tone for the customer’s movie experience. Good cashiers have excellent phone etiquette, are well informed, and are accurate.

Our Customer Service and Communication standard: Customer Service – an experience we provide that the customer finds enjoyable and satisfying.

If that experience is not up to the customer’s standard; we will create a new and satisfying experience for them.

Communication – a steady flow of information between the management, supervisors, staff, and customers at all times. All concerns and complaints are addressed immediately and appropriately with no confusion.

Operations

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Box office

Selling Tickets Make eye contact, smile, and greet the customer.

Ask them which movie and ticket type(s) please.

If the movie they want is sold out, suggest alternate features

Repeat order and inform customer of transaction total.

If the movie is in 3D, make sure to give the their 3D glasses

Accept payment.

Use a counterfeit marker if the bill is over $20

When issuing change, count back up to amount given for payment, keeping bill(s) in view until all change has been issued.

Call a manager immediately if the customer is difficult

Ask for help if the line gets too long

Thank customer, tell them to enjoy the movie.

Rated R movies If the movie is rated R, make sure to ask for I.D. to make sure the customer is at least 17 years

old

If the person is under 18, the person cannot buy more than one ticket for a rated R film

If it is after 6 P.M. the customer cannot bring a child that is 6 years old or under to a rated R film.

If the customer cannot watch the rated R film, suggest alternate features.

Movie passes and gift certificates When you receive the certificate, make sure to use them accordingly

After using the certificate, make sure to void it

Always check the expiration date on all of the certificates and movie cash checks

If it is a gift card, make sure to print out a receipt and give the receipt and gift card to the

customer


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Phone Etiquette Answer the phone before three rings.

When you answer, greet the customer

Help the customer as much as you can and answer all of the questions that you can answer

If there is a question that you cannot answer or if the customer needs a manager, put the

customer on park and immediately tell a manager about the customer, including who it is and

what they need, and what park they are in.

Money When running out of money, you should immediately notify a manager

Make sure to know what kind of change you need

Clean the break room The person working box office should clean the break room when their shift is over

Make sure all trash is off the ground and inside of a trashcan

Sweep up all loose trash on the floor

Break room

Troubleshooting

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Troubleshooting

When working at Rave Cinemas, many things could go wrong. It requires you to have a lot of responsibility for yourself, co-workers, and customers. This section will guide you on what to do on these occasions.

1. A customer gets hurt When a customer gets hurt, the first thing you have to do is immediately call the manager on duty. While waiting for the manager, you should try to comfort the customer if he or she is conscious. Let the customer know that help is coming. When the manager comes, explain what you know about the customer and if you saw anything.

2. A co-worker or yourself gets hurt Like when a customer gets hurt, the first thing to do is get immediate help. Get a manager and explain what happened.

3. Fire In case of fire, the safety of the customer and the employees is the priority. Follow the nearest emergency exit signs and follow safety procedures as listed by the company.

4. Unruly customer If you are dealing with an impatient or impolite customer, remain calm. Call for a manager as soon as you can and explain to the manager what is going on. Pass the responsibility over to the manager on duty.

Index

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Index

Appearance, iii, 7, 3 At the end of the day, iv, 18 Behavior, iii, 7, 4 Box office, 7, 21 Box Office, iv, 7, 9, 20 Cinemark Mission Statement, iii, 3 Clean the break room, v, 22 Cleaning bathroom, iii, 11 Cleaning hallways, iii, 12 Cleaning the lobby and game area, iii, 13 Cleaning theatres, iii, 9 Cleanliness, iii, 4 Closing the Sale, iv, 20 Complaints and guests, iv, 17 Concession standard, iv, 18 Concessions, iv, 7, 18 Customer Service, iv, 7, 15, 19, 21 Customer Service and Communication standard,

iv, 15, 21 D.U.S.T., iv, 18 Emergency, iii, 7 End of shift, iv, 14 Equipment, iii, 7, 6 General, iii, 3 Get ready for the customers, iv, 15 Greet the customer, iv, 15 Helping others, iv, 17 Introduction, iii, 7 Lakeside, iii, 7, 5, 6, 7 Lakeside and Riverside, iii, 7, 5 Locations, iii, 7 Maximize your time, iv, 20

Miscellaneous, iii, 7 Money, v, 22 Movie passes and gift certificates, v, 22 Number One Goal, iii, 3 Operations, 1, iii, 9, 18, 20 Phone Etiquette, v, 22 Podium, iv, 7, 9, 14, 15 Rated R movie, iv, 16 Rated R movies, v, 21 Rip the ticket, iv, 16 Riverside, iii, 5, 7, 12 Selling Tickets, v, 21 Set break, iv, 17 Set breaks, iv, 13 Tell the customer to silence their cell phone, iv,

16 Tell the customer where the movie is, iv, 16 Tell the customer where the restrooms are, iv,

16 Tell the customer where to get concessions, iv,

16 Thank the customer, iv, 16 Transaction, iv, 20 Troubleshooting, 23 Turn off the blue light board display switch, iv,

17 Turn on the blue light board display switch, iv,

16 Uniform, iii, 3, 4 Usher, iii, 7, 9 Walkie-talkie, 7 Walkie-Talkie codes, iii, 7

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