Operations Associate

Job Title: Operations Associate

Department: Operations (Box Office / Auditorium / Canteen)

Reports To: Team Leader / Unit Manager / Assistant Manager

Location: Assigned Cinema Location

Shift Type: Rotational (Girls – 8am to 5 pm and Boys 4 pm to 1 A[A1] M)

Job Summary:

The Operations Associate plays a key front-line role in delivering a seamless cinema experience to patrons by handling responsibilities across Box Office, Auditorium, and Canteen operations. The associate must ensure smooth functioning, customer satisfaction, adherence to company standards, and uphold the brand image.

Key Responsibilities:

1. General Responsibilities (Applicable to All Sections):

• Greet customers courteously (Namaskar).
• Be polite, gentle, and customer-focused at all times.
• Maintain proper grooming and personal hygiene (clean shave or neatly trimmed beard/moustache).
• Wear neat, clean, and ironed uniform with tie (where applicable).
• Uphold punctuality and discipline.
• Be ready to work in any shift and department as per operational needs.
• Avoid arguments with customers and maintain calm.
• Demonstrate a sense of ownership and profitability.
• Ensure no action harms the image of the organization.

2. Box Office Responsibilities:

• Issue tickets accurately after confirming details with customers.
• Provide movie details including star cast, director, genre, length, and censor rating.
• Inform customers if a show has already started.
• Maintain float and ensure safety of cash collections.
• Submit collection and ticket roll usage details at end of shift.
• Avoid ticketing errors; any shortage in collection to be borne by clerk.
• Maintain record of damaged/wasted tickets and report same day.
• Ensure compliance with government rules and show timing protocols.
• Cancel shows with zero audience after informing Projection Room.
• Prohibit backdoor bookings and black marketing.
• Uphold decorum and discipline at the counter.

3. Usher Responsibilities:

• Verify tickets and guide customers to their assigned seats and class.
• Prevent entry without valid tickets and unauthorized seating.
• Ensure hall safety, check for antisocial behavior or property damage.
• Report unruly or misbehaving customers immediately.
• Assist patrons with special needs and forgotten belongings.
• Maintain auditorium cleanliness, check AC operation and report issues.
• Keep doors shut during shows and never leave auditorium unattended.
• Maintain registers: complementary and ticket bunch (post 45 mins).
• Conduct seat-wise checks during exit for forgotten items.

4. Concession Responsibilities:

• Serve food and beverage items efficiently.
• Maintain adequate stock, knowledge of item expiry/manufacture dates.
• Keep and reconcile float and collections daily.
• Maintain key registers: Collection, Wastage, Yield, and Complimentary.
• Provide recipe knowledge and respond to customer inquiries.
• Report customer preferences and suggest improvements to management.
• Be highly alert during breaks to serve large crowds swiftly.
• Handle payments and avoid any cash discrepancy (to be personally borne if found).

Performance Expectations:

• Accuracy in transactions and service delivery.
• Responsiveness and professionalism in customer interaction.
• Clean and presentable appearance every day.
• Flexibility and commitment to work as per business demands.
• Adherence to SOPs, safety, and brand values.

Education – HSC (10+2) Preferred, Presentable candidate with 10th Pass can also apply.