Easter - Operational Excellence

• Cinema

• Manager(s) conducting review

• Duty Manager(s)

• Conducted on

  Date

KPI trending

• SPP (+/- to LY)

• Hit rate (+/- to LY)

• VIP (+/- to standard occupancy)

CSI Trending

• Queues %

• Toilets %

• Friendly %

• Helpful %

OPERATIONAL EXCELLENCE - Easter 2015

• Peak or Off Peak?

  Peak

  Off Peak

START WITH THE BASICS

• Car park / exterior bins: clean & litter free / bins empty / no cig ends

  Yes

  No

  N/A

• External film times poster case / Plasma : lit / easy to read / correct print version from vista

  Yes

  No

  N/A

• Entrance : check lighting / clean glass / no damage

  Yes

  No

  N/A

• Overall Sparkle & foyer cleanliness : no clutter / no popcorn spillage - good first impression?

  Yes

  No

  N/A

• POS Stand / Vue Mags full - correct to latest POS planner / mags full?

  Yes

  No

  N/A

• Foyer film promotion - standees : foyer standees - correct for June?

  Yes

  No

  N/A

• ATM check & Plasmas : all working / correct skin - reported if not?

  Yes

  No

  N/A

• HALF TERM PRIORITY* - 3D GLASSES ATM's - 3D glasses not available on ATM's - staff aware of how to guide through process, Customer POS available to help at ATM?

  Yes

  No

  N/A

BUILD A SOLID FOUNDATION

• Toilet check : evidence of toilet checks / clean smell / team awareness of Whiffaway chemicals & frequency of clean

  Yes

  No

  N/A

• CSI & NPS - Team Awareness: Discuss with nearest team member the latest feedback on CSI & NPS?

  Yes

  No

  N/A

• Spill The Beans POS - In prominent locations? Postcards at customer touch points?

  Yes

  No

  N/A

• Toilet Disposables - Check that all soap dispensers are full/ toilet roll holders full/ no spare toilet rolls left lying/ All lights working?

  Yes

  No

  N/A

• Queue busting check : witness queue busting WHO? / Does the duty manager know the walk in flow and times for Queue management

  Yes

  No

  N/A

• Retail Audits Awareness: Staff aware of B&J and Mars audits?

  Yes

  No

  N/A

• All till points open / till sharing in use : appropriate to business level - (how many?) check tills all floated & compliance on till sharing?

  Yes

  No

  N/A

• Promotional T-Shirts : Correct & well presented.

  Yes

  No

  N/A

• Uniform standards : correct uniform & torch, Caps on all customer assistants ?

  Yes

  No

  N/A

• Team Benefits - Check : Staff awareness of myvuebenefits.com/ aware of 40% discount?

  Yes

  No

  N/A

• Daily game plan - effective ? : Are all staff carrying one and can they interpret it?

  Yes

  No

  N/A

• Screen Check / Gate Checks : Frequency of checks appropriate / Manager signature / NVG in use ?

  Yes

  No

  N/A

READ THE INSTRUCTIONS....

• Pricing Changes: POS changed and in place? Staff aware of pricing and supplements changes? (VIP, X-treme etc?)

  Yes

  No

  N/A

• Yes

  No

  N/A

• Retail Concessions - High Impact ? : Till mounts (A4 in frame as briefed in BP?) Retail only on A4. No film promo on counter

  Yes

  No

  N/A

• Concessions Counter : Clean - No clutter - No unauthorised POS?

  Yes

  No

  N/A

• Impulse stands - Full & well merchandised to correct planner?

  Yes

  No

  N/A

• Kids Tray & AM Combo : Check use of KIDS AM combo before 11am - Remove all POS after 11am

  Yes

  No

  N/A

• HALF TERM PRIORITY*- KONY Hotdogs: POS in place? Stock appropriate to business levels, staff fully briefed?

  Yes

  No

  N/A

• Nachos: Presentation of warmers, stock sufficient?

  Yes

  No

  N/A

• Check current retail promotions : Is all POS up to date? (See below)

  Yes

  No

  N/A

• Impulse freezers - Check : Running at correct temp (-18 degrees) & fully merchandised to planner ?

  Yes

  No

  N/A

• Foyer fridges & vending : all programs correct - do a spot check

  Yes

  No

  N/A

• Pick n mix : Check presentation full display / clean / labels correct / lights all working?

  Yes

  No

  N/A

• Alcohol only in unbranded chillers : All plannograms correct, do a spot check

  Yes

  No

  N/A

• HALF TERM PRIORITY* - New Alcohol Range: Merchandised and sold as per brief? (Cups and ice)

  Yes

  No

  N/A

• Alcohol signage / Challenge 25 on display : is it clear and obvious to our guest - Our challenge 25 policy

  Yes

  No

  N/A

• HALF TERM PRIORITY* - Hawking - Ready : Look for hawking trolley - is it stocked and ready or already in use?

  Yes

  No

  N/A

• Ben & Jerry - Ice cream visual impact : merchandising of ice creams appealing & inviting to customer

  Yes

  No

  N/A

• Product Yields: Random check for compliance. Does site have poster visible to all staff

  Yes

  No

  N/A

OUR HEROES WILL SAVE THE DAY

• CSI - Team - Friendly : smiling / eye contact / welcoming opening statement

  Yes

  No

  N/A

• CSI - Team - Helpful : Observe a CA - Look for good listening skills / Engaged with customer ?

  Yes

  No

  N/A

• SALES - What are your targets for today?: How are you performing in your sales? Has the cinema retail sales report been communicated (every 2 hours?)

  Yes

  No

  N/A

• SALES - Is up selling evident and effective: Listen Multi-buy UPSELL?

  Yes

  No

  N/A

• SALES - Selling skills on VIP seats ; Witness CA offering an up-sell ?

  Yes

  No

  N/A

• SALES - Family package : Ask a CA - Tell me what is on offer in the family package

  Yes

  No

  N/A

• HALF TERM PRIORITY* - Playbook (Spy) understanding: Ask a CA - Tell me about playbook spy and how to promote

  Yes

  No

  N/A

• HALF TERM PRIORITY* - Meerkat Movies Understanding: Ask a CA - Tell me about Meerkat Movies

  Yes

  No

  N/A

• SALES - Lloyd's Vouchers Understanding: Ask a CA - Tell me about the Lloyd's Vouchers

  Yes

  No

  N/A

• SALES - B&J Toppings : Ask the team how many toppings sold today / observe?

  Yes

  No

  N/A

FITTING INTO PLACE.......

• Kitchen spot check : Clean - no clutter / clean & hygenic

  Yes

  No

  N/A

• Metal Scoops in Ice Bins: Are ice scoops available and in use?

  Yes

  No

  N/A

• Correct food labels : Correct labels in use - Date guides visible & on display in kichen

  Yes

  No

  N/A

• Retail Allergens sheet available: Are staff aware of where it can be found

  Yes

  No

  N/A

• Clean & safe records : Review no gaps that day / week / correct & signed off by GM

  Yes

  No

  N/A

• Fire Walk Records : Review no gaps that day / week / correct & signed off by GM

  Yes

  No

  N/A

• Screen check : Check a screen for tivoli

  Yes

  No

  N/A

• Fire Exits : Clear / clean / no obstructions / physical random spot check required of 2

  Yes

  No

  N/A

• Visual check of fire show list : Check appropriate to level of business

  Yes

  No

  N/A

GETTING TECHNICAL

• HALF TERM PRIORITY* -3D Glasses Sales & Bins: Bins removed and POS in place as per brief?

  Yes

  No

  N/A

• Screen Temperature & sound : comfortable

  Yes

  No

  N/A

• Screen lighting CREDIT OFFSET : house lights up as soon as credits roll

  Yes

  No

  N/A

• HALF TERM PRIORITY* - Auto Gold Spot in place?: Check auto process in place and general awareness

  Yes

  No

  N/A

• Correct pre show: Starts at advertised time - Check lighting<br>

  Yes

  No

  N/A

• Staff in screen / torches : Spot check any screen

  Yes

  No

  N/A

• AD Screenings: Staff understand 'what is AD?' and know which films it is available on.

  Yes

  No

  N/A

• Subtitled screenings: Staff aware of week's subtitled screenings

  Yes

  No

  N/A

EXCELLENT PERFORMERS - PHOTOGRAPHS

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CORRECTIVE ACTIONS & PROMOTIONAL POS

• Meerkat Movies: POS in place as per brief?

• Playbook SPY: POS in place as per brief?

• 3D Glasses sales: POS in place as per brief?

• Retail: Hotdog & Alcohol: POS in place as per brief?

• Action points and comments, please number action points

• Duty Manager signature

  Sign

• Signature of marker

  Sign