Information
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Conducted on
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Carried out by:
Pre-arrival: Building Exterior
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Any POS signs in windows - correct and up to date?
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Rubbish (on floor, behind drainpipes, cigarette butts)
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Walls - no gum, scuffs, etc?
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Windows - clean, no smears, frames clean?
Cinema Entrance
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Entrance doors working and clean?
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Open during stated hours?
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Door heaters / air con working? Turned on when appropriate?
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Foyer has the correct notices / signage (undamaged)
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Film information stand is easy to find and well stocked?
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Information walls are clean, clear and up to date film info?
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ATM's in working condition, clean and have till roll?
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ATM's correctly branded and lighting working?
Foyer
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Foyer furnishings, fixtures, fittings and walls in good condition?
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Foyer signage is clear to all guests
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All Foyers clean & tidy - skirting boards are clean and dusted
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All foyer doors and corridors are clean, undamaged
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Bins - clean, tidy, not overflowing?
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All lighting in foyer is working and switched on when appropriate (or reported for repair)
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WiFi switched on and WiFi signage up?
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Any advertising from external partners is well-presented and up to date?
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Odeon POS is in good condition and up to date as per POS Guide
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All massage chairs are approved, clean and in working condition
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All ramps, walkways, escalators and lifts are in working condition, clean and have appropriate signage
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Green barriers are in good condition, clean and used appropriately
Toilets
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Toilets are clean, all toilet roll holders are full and room smells fresh?
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All equipment, fixtures and fittings are in good condition
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Odeon-approved signage is used when and where appropriate
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Cinema is using equipment and materials as designed
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Any machines are clean, in working order and well-stocked
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All lighting is working or has been reported for action
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Baby changing units - clean, in working order and sanitised regularly
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Bins / sanitary disposal units - not overflowing?
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Accessible toilets - working alarm, handrail, lock and lighting system
Food & Beverages
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All items are well stocked and laid out as per retail planograms
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Latest branded version of all pricing SEL labels on each product
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Retail stand is presentable
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All products on sale and in the stock room are in date
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Cinema hosts are aware of current promotions and how to process them
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Separate, clearly labelled sinks for hand wash and equipment
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Gift card holder(s) are well-stocked, clean and displayed in an appropriate place
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Equipment / Utensils are placed in appropriate containers / hooks
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Temperature checks - being done?
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All equipment (inc. cooking and hot holding) is clean (inside, outside, handles and underneath) and in working order
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Cinema Hosts are actively upselling
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All displays, fridges and freezers look full, clean and appealing
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All products are stored at correct temperature
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All retail fixtures, fittings, glass and walls are in good condition
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All lighting (inc. neons & display lighting) is switched on when appropriate or reported for repair if not working
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Impulse/merchandising units are clean and well-presented
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All posters, menu boards, TV's and POS are approved, up to date, in good condition and displayed correctly (inc. itemised pricing labels)
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All signage is in good condition and illuminated
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All stock is displayed with front-facing labels
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Legal and company notices are displayed clearly and prominently
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Tills, printers, scanners, etc are all clean and working
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All tills have working hearing loops which are positioned correctly
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Charity collection tins are secured and in place
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Counter tops are undamaged, clean, uncluttered and clear of litter
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Straws, napkins, cup and lid holders are clean and well-stocked
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No boxes or unnecessary stock is visible to guests
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Cleaning is taking place at regular intervals and only with approved cleaning materials
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Standard pest control measures are in use, documentation is available and current, and there is no evidence of pest activity
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All retail areas are clean and tidy
Ice Blasts
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Ice blasts are filled to correct level and served with a lid and straw
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Machines are in full working order, clean and with correct POS
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All flavours are able to be served
Dispensed Drinks
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All are served to the correct brand standards
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All towers clean and correct with undamaged POS
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Drinks are carbonated, well-mixed and not too watery
Nachos
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Served to brand standards?
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Fresh and warm, toppings well presented and cheese is hot
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Nacho warmers are clean and in full working order
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Cheese sauce is in good supply, heated correctly and smooth
Pick 'n' Mix
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Well-stocked, undamaged and clean
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Protective gloves are worn when stocking up
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Is pick & mix following the plannogram?
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Are the hoppers free of sugar/no sugar build up
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Are the bottom trays clean & empty?
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Remove Trays, are the floors underneath clean and tidy?
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All POS is current & correct
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Cups & Lids are available?
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Bags are available & well stocked
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Scoops are present & clean
Popcorn
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Hoppers are clean, lit, full and fully working
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Popcorn is warm and tastes fresh, and all sizes are available
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Popcorn toppers are available and offered
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Popcorn is well-presented and not crushed/patted down while placing in the carton
Alcohol
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Back bars are neatly stocked and well-presented
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Gallery food and drink are well stocked
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All Sels are Present & Correct
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Alcohol signage is present, undamaged and up to date
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Fridges behind Retail counter are fully stocked
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Display Cube has Alcohol displayed correctly
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Menus are Available
Approach to screens
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Guest Service Point is clean, tidy and undamaged
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No Chemicals are visible/accessible to guests
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3D glasses are appropriately stored
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Information given/requested by the guest is readily available
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Booster seats are available for children
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Booster seats are clean
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All guests are given a parting comment when leaving past GSP
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All tickets are checked and appropriate directions given to guests
Corridors
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Bins are clean, tidy and not overflowing
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Poster cases should have up to date POS in, as per POS guide
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Poster cases and signage are dust free
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Corridors & screen entrance fixtures, fittings and walls are in good condition
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Signage is clear to all guests
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All lighting (inc. neons and display lighting) is working and switched on when appropriate
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Seating plans are present, clear and undamaged
In-screen experience
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Stepping and ramps inside the auditorium are clearly marked/lit and are undamaged
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Seating is clean with identifiable sections
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Seats are not damaged eg. exposed foam
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Auditorium fixtures, fittings and walls are in good condition
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Seat cup holders are clean
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Underside of cupholders are clean/not sticky
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Out of order seats have the correct branded covers on and are not on sale
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Fire exits are well lit, clean and doors are in working condition
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Lighting is fully working and used in the correct manner to promote both a cinematic and safe environment for guests
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Temperature is at a comfortable level
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Screens are cleaned before any guests enter the auditorium
Equipment
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The TMS has 5Tb of memory space
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Spare Xenon bulbs are available for all projectors and the Xenon PPE present and in good condition
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Side-to-side masking is working to frame the image correctly, in a good state of repair and free from excessive noise
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Peak holds are up to date
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Projection Boxes are clean & tidy
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The projection porthole is clean
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Projectors and sound racks are dusted including underneath
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Non sync music is playing in all screens
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Audio description is playing where it is available on the DCP
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All screens are clean and undamaged, or reported for action
Pre-show & film
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All performances are scheduled properly on Winticket and start on time
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Film line up matches programming
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Auditorium lighting is appropriate
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Projection room lighting turned off when the is content on the screen
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There is no 3D polariser when playing a 2D feature
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Volume at standard Central Playlist level, unless reported to Central Playlists and the NOC
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Film picture quality is clear and crisp
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Screen checks are made at least once during a film performance
Special Screenings
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The cinema adheres to the Autism screening policy
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Appropriate number of subtitled screenings per week, which are scheduled correctly on Winticket
Cinema Exit
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Cinema hosts are present at the end of each film, opening auditorium doors and giving guests parting comments
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'Tell Odeon' cards are being handed out to guests
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A member of the team is present in the foyer for any guest queries
Overall Experience
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Is last review action plan available from the previous assessment with clear evidence of actions being completed, progressed or reported?
Cinema Team
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Foyer Hosts "owns" the foyer experience, visibly engages with guests and responds to their enquiries with a sense of urgency
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Cinema team know our Service Philosophy
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Cinema hosts are delivering Odeon's Service Principles
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Signature Service Moment is used by all the team
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Cinema Hosts aim to give great service to all guests by sharing their film knowledge
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Employees do not gather round in one area and have their 'guest radar' on at all times
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NPS is cultural within the cinema/cinema host has a good knowledge of NPS
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All employees wearing brand standard uniform when on duty?
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Team is communicating with and supporting each other
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Cinema Host are checking guest ID where appropriate
Cinema Presentation
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Internal cinema/company documentation (e.g. memos is not visible to guests
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Cinema cleaning by the nominated supplier is to standard or has been reported
Cinema Management
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Retail is never left unattended when open
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Breaks are allocated at appropriate times by the management team
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Queues are being managed in all areas, and cinema hosts are being deployed to give efficient service and full attention to the guest when serving