Team Leader

Role & responsibilities

• Achieve the target of SPH in concession
• Ensure that Proper Stock of all food material is maintained on counter
• Guide the associates of concession for up-sales and maintain disciplined behaviors with

customers

• Ensure tracking of customer's taste through feedback twice in a month and take corrective actions accordingly
• Maintain float money in hand for smooth running of cash dealing
• Maintain and deposit canteen collection to Duty Officer at the end of shift
• Ensure proper SOS Service on Seat and up-sales for the same
• Ensure proper hygiene standards are maintained at counter e.g. serving to customer after wearing cap, gloves
• Prepare complementary register along with proper details
• Provide valuable suggestions to management for improvement in services as well as inputs for up-sales or increase in sales like combo packs and based on approval, implement the same
• Be vigilant during breaks and ensure that all the customers are attended properly
• Ensure that any short in collection is to be paid by concern associate
• Inform and submit to concern person about access in collection at the end of shift
• Ensure proper communication with customer at concession and resolve the query of

customers.

• Provide Suggestion for increasing ATP (up sales) and Execute plans accordingly based on guidance from concern head
• Training to Box Office Associates in proper issuing of tickets and upsales
• Ensure that Form no — 17&Form B (if required) is filled within 4S minutes from the starting of Show Timing
• Ensure that approval from Govt. authority is taken before using the ticket rolls
• Keep float money and booking collections in safe custody.
• Always maintain level of change/float money in possession for smooth operations
• Ensure that intimation to customer is given in case show has started.
• Ensure that Booking discipline is maintained to the customer at the time of issuing of ticket (based on category of customers) and SOP are followed
• In case of any shortage in collection, ensure recovery is done from concern Box Office Associate otherwise, payment clearance on his/her own.
• In case of excess collection, keep record for the same and inform to Duty officer for the

same

• Keep record of the used ticket Foils
• Make sure that any wastage of tickets must be keep safe and inform to management on same day and make entry in register
• Keep proper understanding of show timings and movie reviews in a way that it is communicated to Customer from Box Office
• Intimate to Projection Dept. in case of cancellation of Show due to lack of audience
• Ensure to confirm the Customers twice before issuing of ticket
• Guide Box Office Associate for accurate punching of tickets and in case of mistake in punching, ensure that recovery is done from Box Office Associate
• Ensure that Booking is done from counter only, not from back door
• Maintain decency and discipline in the box office
• Ensure that proper communication discipline is maintained at Box Office and avoid arguments with customer
• Ensure that all the Booking Associates maintain Dress Code and other grooming

standard

• Ensure

  that Black Marketing of ticket is not done in any circumstances
• On time intimation and taking approval from concern head for release of Freeze Tickets Quota.
• Ensure that all the customers take entry with ticket and guide the customers to his/her seats and do not allow any one without ticket in auditorium
• Ensure that decency and courtesy while dealing with the customers is maintained
• Guiding and training the team of Associate — Ushering for effective operations
• Ensure that proper decorum in auditorium is maintained and intimate to concern authority on duty in case of any unlawful activity like consumption of alcohol, disturbing other customers etc.or anti-social elements/activity
• Ensure that customers are not harming the assets of the cinema hall
• In case of rowdy, drunken, misbehaving customer,lnform to concern authority on duty

immediately.

• Resolve any issue of Customer
• Ensure that proper ambiance in auditorium is maintained like AC, Lighting system(step light, Dimmer). Ensure decorum is maintained in auditorium from customer as well.
• Ensure proper cleanliness in auditorium, concession counter, wash room, foyer common areas is maintained
• Be vigilant at the time of exit and check all the seats. In case found any belongings of customer, submit it immediately to manager's cabin and entry in Lost & Found Register
• Ensure to keep all the doors shut while movie is running and Be present in Auditorium

during show

• Ensure that all ushering associate provide SOS - Service on Seat to customer in *

auditorium

• Ensure that Checking is done for any maintenance related issue in Auditorium and inform immediately to the on duty concern authority and follow up to ensure that proper maintenance is done
• Communicate properly and avoid argument with the customers. In case of any other issue, communicate the same to concern authority immediately
• Ensure that proper collection of ticket foil on gate at the time of entry in auditoriums done and submit the same class wise bunch to the manager after 45 minutes from the starting of the show