Unit Head

Role & responsibilities

• Ensuring consistent delivery ofhigh-qualityy customer service as per the company standards in all areas of operations.
• Diagnosing improvement areas for Customer Satisfaction in cinema, creating effective action plans, and executing the same improve the customer satisfaction scores.
• Driving 100% execution of operational standards as per the SOPs to deliver ZERO mistakes through proper communication and follow-up.
• Identifying the bottlenecks and seeks support to resolve the concerns.
• Delivering the cleanliness & Hygiene standards as per SOPs by providing monthly training sessions, giving and acting on the feedback of Housekeeping & Security service providers and ensuring availability of all the required tools, materials, and equipment with the objective of having the cinema clean and hygienic at all times.
• Conducting competition visits, adapting to the changing business needs, analyzing the best operational practices that can be implemented and proposing a plan for execution to the respective department(s).
• Taking a detailed round of the entire Cinema daily, executing Travel Path to check all the points as per the operating checklists and processes. Addressing and resolving all points of concern in a timely manner to avoid any risk/safety issues during operations.
• Monitoring purchasing practices across all the expense heads to ensure compliance with the company's policies and SOPs.
• Demonstrating a sound understanding of all aspects of cinema operations to drive the operating margins with cost control measures through various initiatives from time to time. The costs should be in line with the revenues to maximize the profitability of the cinema.

• Ensuring 100% headcount at all times in collaboration with HR Team and developing quality team members to deliver high-quality services consistently. Mentoring high-performing team members for career development with thorough knowledge of the company's processes and policies.
• Adhering to People Practices and policies by ensuring effective rostering and engagement activities to keep the employees motivated to have a positive work environment thereby managing attrition as per company guidelines, and promoting high-quality quality customer-focused employees.

• Training the administrative team at the cinemas on all the security, safety, and emergency procedures and practices regularly to ensure complete safety of customers and employees at all times.
• Strategizing the utilization of all the resources at the Cinema for smooth and effective execution of all operations in all the departments. Should exercise strong people management skills to ensure adherence to the company's HR policies and guidelines.
• Analysing the performance of the cinema in terms of revenue growth, and market share and determining action plans to maintain strong foothold or improve market share.
• Maintaining professional relationships with the mall developers to ensure good support from the mall management and strong visibility in the mall premises and nearby vicinities. Should update the reporting manager/BD team in HO in case of any issues related to the mall that affect the performance of the cinema.
• Ensuring availability and validity of all required licenses for operations of Cinemas by doing necessary liaising and follow-up with required and relevant authorities and having constant communication with the Legal Team and Operations responsible as laid out process.
• Complying with the Policies and Guidelines by ensuring awareness, cascade, and implementation of those as per laid out process measured against various checks, and internal/external audits.