2025 Coaching for Operational Excellence

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

KPI Review

• Specific areas of focus and goals discussed for SPP, CSAT, Market Share & Engagement Performance reviewed with GM or Manager on Duty?

  Yes

  No
Specific KPI Observations / Goals

• Add media

  Media

Cleanliness

• On arrival at the theatre, does the external of the building appear clean, well maintained, and welcoming?

  Yes

  Some areas of opportunity.

  Actions are needed.
Cleanliness Observations / Exterior

• Add media

  Media

• Is the cleanliness of the guest facing areas maintained to a high standard with proactive team members completing cleaning duties?

  Yes

  Some areas of opportunity.

  Actions are needed.
Cleanliness Observations / Guest Facing Areas

• Add media

  Media

• Are the restrooms clean, fully operational, odor free and fully stocked? Is there evidence of restroom checks being conducted?

  Yes

  Some areas of opportunity.

  Actions are needed.
Cleanliness Observations / Restrooms

• Add media

  Media

• Is the kitchen, concession stand, storerooms, back of house areas/projection clean and presentable. Is all concession, projection equipment clean, fully operational and maintained?

  Yes

  Some areas of opportunity.

  Actions are needed.
Cleanliness Observations / Back of House

• Add media

  Media

• Is the contract cleaning to an acceptable standard. Is detail cleaning being maintained in auditoria?

  Yes

  Some areas of opportunity.

  Actions are needed.
Cleanliness Observations / Contract Cleaning

• Add media

  Media

Comfort

• Did the film start on time? Is the picture in the correct format, bright, vibrant colors, focused and filling the screen? No obstructions impacting presentation.

  Yes

  Some areas of opportunity.

  Actions are needed.
Comfort Observations / Presentation image

• Add media

  Media

• Is the sound at a suitable level and are the surrounds working?

  Yes

  Some areas of opportunity.

  Actions are needed.
Comfort Observations / Sound

• Add media

  Media

• Are the seats clean, well maintained and operational?

  Yes

  Some areas of opportunity.

  Actions are needed.
Comfort Observations / Seating

• Add media

  Media

• Is the auditoria at a comfortable temperature and odor free?

  Yes

  Some areas of opportunity.

  Actions are needed.
Comfort Observations / Environment

• Add media

  Media

• Are screen checks in place? Is zero tolerance enforced to prevent disruption?

  Yes

  Some areas of opportunity.

  Actions are needed.
Comfort Observations / Screen Checks

• Add media

  Media

Concessions

• Conduct a quality check of Popcorn and Soda to ensure calibration of Kettle and Soda Towers. Does our food and drink that is being served meet the quality standard?

  Yes

  Some areas of opportunity.

  Actions are needed.
Concessions Observations / Quality

• Add media

  Media

• Are permits and food safety paperwork up to date and compliant. Are our team members fully trained to City / State code.

  Yes

  Some areas of opportunity.

  Actions are needed.
Concessions Observations / Compliance

• Add media

  Media

• Are our team members demonstrating the correct processes when preparing food items. (e.g. 'corn,oil,pop' )

  Yes

  Some areas of opportunity.

  Actions are needed.
Concessions Observations / Processes

• Add media

  Media

• Are the concessions open, fully stocked and are all products on sale and readily available?

  Yes

  Some areas of opportunity.

  Actions are needed.
Concession Observations / Availability

• Add media

  Media

• Discussed how the team is utilizing sales analysis to drive revenue and margin?

  Yes

  Some areas of opportunity.

  Actions are needed.
Concession Observations / Maximization

• Add media

  Media

Convenience

• Are show times posted to all platforms, readily available for purchase with correct price cards.

  Yes

  Some areas of opportunity.

  Actions are needed.
Convenience Observations / Show Times

• Add media

  Media

• Is all guest-facing technology fully functional (eg. Kiosk, POS, Digital Displays)?

  Yes

  Some areas of opportunity.

  Actions are needed.
Convenience Observations / Technology

• Add media

  Media

• Does the theatre look like it is operating with a purpose? Are there any guest journey pain points?

  Yes

  Some areas of opportunity.

  Actions are needed.
Convenience Observations / Guest Journey

• Add media

  Media

• Are our team knowledgeable of promotions and merchandise offerings, proactive and providing speed of service?

  Yes

  Some areas of opportunity.

  Actions are needed.
Convenience Observations / Awareness & Efficiency

• Add media

  Media

• Is the merchandising of our products, well-displayed, easily accessible, and readily available?

  Yes

  Some areas of opportunity.

  Actions are needed.
Convenience Observations / Merchandising

• Add media

  Media

Courtesy

• Are the teams front of house greeting guests warmly, assisting them promptly, and maintaining a positive attitude? Service with a smile. Spot it, sort it. (10 smile / 5 greet)

  Yes

  Some areas of opportunity.

  Actions are needed.
Courtesy Observations / Guest Greeting

• Add media

  Media

• Is the theatre being kept in good working condition with repairs and maintenance?

  Yes

  Some areas of opportunity.

  Actions are needed.
Courtesy Observations / Repairs & Maintenance

• Add media

  Media

• Are you seeing evidence of a culture of ‘finding a way to say yes’

  Yes

  Some areas of opportunity.

  Actions are needed.
Courtesy Observations / Culture

• Add media

  Media

• Does the theatre feel safe, welcoming, and free of any safety concerns?

  Yes

  Some areas of opportunity.

  Actions are needed.
Courtesy Observations / Welcoming & Safety

• Add media

  Media

• Did you witness an Extraordinary Experience?

  Yes

  N/A
Courtesy Observations / Extraordinary Experiences

• Add media

  Media

Comments

• Add media

  Media