Manager Operations

JOB SUMMARY

Under the general guidance and supervision of the Cluster Manager/ Area Manager and in accordance with the set policies and procedures of the Company, she / he is responsible for the smooth and efficient running of the OPERATIONS. Oversees and executes all and any aspects of OPERATIONS including Box Office, Floors (Ushering), Projection room and Concessions.

KEY RESULT AREAS

1. REPORTING

A. Reports directly to the Cluster Manager / Area Manager Operations and Business Head.

B. She / He is the actual custodian of the Unit and reports to the designated HODs in the Corporate Office for functional optimization.

C. Provides functional assistance under the directions of the Cluster Manager / Area Manager and the Business Head along with the Operations Executive, Duty Managers, Team Leaders, and Customer Service Executives for the successful Shift Management of the OPERATIONS area. Assists Duty / Operations Manager and the unit team in achieving the targets / goals set for the department, makes constant effort to achieve the same.

2. BASIC SKILL SET

A. Maintains an excellent profile in the local community and in the Company, ensuring efficient grooming and a high level of brand awareness.

B. Interacts with individuals outside the Company, including but not limited to clients, suppliers, competitors and other members of the local communities.

C. Must be a Team Player open to learn, adapt and excel with a total hands on approach.

D. Must be abreast of all local catchment entertainment requirements, competition mapping and performance data.

E. Must exhibit eye for detail for swift actions.

3. TEAM MANAGEMENT

A. To ensure safety and security of our Team Members.

B. Interacts on a daily basis with the Duty / Operations Manager, Team Leaders, Customer Service Executives, Projection Team, Store keeper, Facilities Supervisor, Duty / Operations Manager and Unit Accounts Executive and Unit & Regional HR Executive and Cluster / Area Manager and Business Head.

C. Establishes and maintains effective employee relations. To delegate and supervise the duties and responsibilities as per the job description and job specification of all positions within the unit.

D. Conducts under the guidance of the Cluster Manager, Area Manager, HODs and the Business Head such functions as Briefing per shift, On the job performance evaluation post Training and Coaching and Recommending Disciplinary action if necessary, to ensure appropriate Staffing and Productivity.

E. Executes the developed Formal Training Plans as Employee Orientation and Buddy Training for all Duty / Operations Manager, Team Leaders, Customer Service Executives, Projection Team, Store keeper, Facilities Supervisor, Duty / Operations Manager and Unit Accounts Executive and Unit HR Executives in their Learning and Development Program.

F. Efficient and optimum utilization of staff by following the roster made by the Unit Head and Duty / Operations Manager effectively.

G. Implements and Ensures Code of Conduct and Grooming Standards.

H. Conducts briefing for every shifts on daily basis at the start of the shift.

I. Engages with the Unit HR Executive, Operations Executive, Duty / Operations Manager Attendance related issues and Over-time duties of staff for Compensatory offs / Over time remunerations.

J. Responsible for the Coaching and counselling of the employees along with the Unit and Regional HR Executives.

K. Responsible for the Performance Evaluation of the Unit Employees along with the Unit and Regional HR Executives and HOD’s and Business Head.

4. GUEST MANAGEMENT

A. To ensure safety and security of our Guests.

B. To ensure Customer delight by delivering our premium product within corporate standards.

C. To assist all guests in their queries and ensure their Satisfaction.

D. Maintain excellent PR with the guests.

E. To assist VIP movements and ensure their Satisfaction.

F. Ensures all Customer feedbacks are dealt with properly and resolved in real time.

If the Guest is not happy with the solution provided upon escalation connect with the guests promptly and resolve the same.

5. JOB KNOWLEDGE

A. Supervises the functions of the department employees, facilities, operations and cost on a day- to-day basis in their designated areas. To ensure smooth operations at all times. Develops and implements strategic plans related to Marketing, Operations, Human resources, Finance, Learning and Development and career progressions.

B. Makes constant effort to up-grade and maintain the Standards of OPERATIONS. Supervises the functions of the department employees, facilities, operations and cost on a day- to-day basis.

C. To ensure cleanliness with the assistance of the Housekeeping team at Box Office, Concessions, Lobby / Foyer, Auditoriums, Rest Rooms, Exits etc. and co-ordinate with housekeeping as and when required.

D. Supervise Box Office Programming to maximize occupancy, revenue and profitability,

E. Ensure Displays and Concessions displays (Schedules, Menu, Mandatory and Marketing Till Talkers)) are up-dated at all times.

F. Execute all Promotions and Events along with the Operations and Marketing Team members. Visual Merchandising and Marketing and Sales Activities to be checked and updated on a real time basis.

G. To communicate by highlighting issues and provide feedback to the Operations Executive & Duty / Operations Manager in real time and at the end of every shift in person while on duty and through Shift Handover Books.

H. Maintains and enforces the SOP for Operations such as General and Detailed information of the Unit, Daily Checklists of all areas, Float Register for Float Amount, Sweep In process, Spot Checks, Cinema Compliances, Menu and Recipe knowledge, POS Allocations and Functions, Shift Closing Procedures such as RDR’s, Reconciliations, etc. Implement strategies as per the Board’s decisions; plans and directs all Multiplex operations.

I. Evaluate reports and Minimize transaction time by ensuring Pre Rush Preparation (PRP) in order to increase Conversions and SPH and introduce new techniques of intelligent selling such as Upselling and Cross Selling. Ensure Quality levels of product and service. Operating Cost Control by minimizing yield losses on account of wastages.

J. Supervise Food and Beverage merchandising using various mediums and creative’s to stimulate customers to impulse buying and boost sales.

K. Supervise adequate stock levels of all items and participates in inventories on daily basis. To ensure proper Revenue updation, hand-over and take-over at the time of shift change.

L. Enforce strictest controls on cash handling, making revenue drop reports and ensure that there is no pilferage of moneys and safe procedures of money handling is adhered to.

M. Engage in Audit clarification in liaison with the Duty / Operations Manager and Unit Head.

N. Engage in Vendor Development Programs if requested from the Duty / Operations Manager and Unit Head.

O. Responsible for Local Area Marketing and Local Area Sales deals.

P. Supervises Daily, Weekly and Monthly stock take efficiently for the Unit.

Q. Ensures Saving through SOP and Cost Control without compromising the Guests overall experience by informing the Maintenance team to follow Hourly Lobby, Auditoriums and Concessions equipment’s. Informs about show cancellations and seek show delay information from the Projection team. Escalates maintenance issues of all equipment’s and follow-up on same till closed.

R. Ensures proper maintenance of all equipment’s and follow-up on AMCs and timely renewals before expiry.

S. Custodian of all Industrial Relations for the designated unit. Statutory compliances as laid down under the provision of the State. Liaise with local and state departments.

T. Responsible for Cinema License renewals before expiry.

U. Recommends and Follows departmental budgets and objective manuals, with constant review and observations.

V. Assesses, evaluates and meets the short and long-term strategies of the Multiplex to ensure its success.

W. Establishes, follows and maintains the record systems for Operations to include but not limited to the following :

Security Registers

- Gate Report, Break In-Out, Material Inward / Outward, Gate pass, Lost and found, etc.

HR Registers

- Attendance, Leave Cards, Comp. Offs, Overtime, First Aid, Late Night Allowance, Lockers Issued, Uniforms Issued, Id Cards issued, etc

Administrative Registers

- Shift Handover, Float, Box Office Roll Registers, Ticket / F&B Debit and Complimentary, Ticket / F&B Wastage, Spot Check, F&B Sales, Electricity Meter Reading, Lamp Reading, Lamp Inventory, Equipment , Lobby and Audi temp. Reading, etc

Marketing & Sales

- Onscreen Marketing, Off-screen Marketing, Movie Publicity, Promotion Activities, Onscreen Sales, Off-screen Sales, LAM and LAS, etc.

6. VALUE ADDITION

A. Ensure optimum performance in specific jobs assigned in the designated unit.

B. Team Motivation and Pursuit of growth by sharing learnings and experience. To identify, retain and develop talent by ensuring by maintained a enthused and motivated workforce by recruitment, hiring, orientation, coaching, counselling, training, wage and salary administration, labour relations, performance appraisals and succession planning.

C. To perform any other duties as may be assigned by the management from time to time.

Job Type: Full-time

Pay: ₹420,000.00 - ₹480,000.00 per year

Benefits:

• Health insurance
• Leave encashment
• Provident Fund

Schedule:

• Rotational shift

Ability to commute/relocate:

• Karondh, Bhopal, Madhya Pradesh: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Cinema 4D: 5 years (Preferred)

Language:

• English and Hindi (Preferred)

Willingness to travel:

• 50% (Required)

Work Location: In person

Expected Start Date: 01/08/2025