General Manager

Key Responsibilities:

• Monitor and enhance customer service activities at the location.
• Full knowledge of company policies and procedures.
• Control day-to-day operations in accordance with current policies, procedures, and legal compliance.
• Movie session scheduling with film programmer.
• Adhere to state/territory and national content classification guidelines and restrictions.
• Establish strong interdepartmental team relationships and highlight areas of opportunity for continued improvement in communication and planning to support a cohesive and collaborative culture at the location.
• Establish effective supplier and third-party relationships.
• Ensure location presentation and cleanliness is to company standards.
• Manage appropriate repairs and maintenance according to required approvals and processes.
• Maintenance of the company asset register for the location/s.
• Forecast and create staff rosters by shift, optimising workforce efficiency and aligning with company-provided data insight tools. Effectively manage payroll costs without compromising on customer service standards. Maintain strict adherence to payroll procedures, diligently check, store, and action reports within specified deadlines, meeting auditing requirements.
• Comprehensive knowledge of workplace health and safety (WHS) policies and procedures.
• Maintain current senior first aid certificate.
• Ensure that all procedures are followed as per company policy and complete all audit checklists accordingly.
• Maintains a strong understanding of the industrial award.
• Receives and promptly escalates location calls, ensuring swift and appropriate response to maintain the safety and integrity of the premises.
• Ensure compliance with local council inspections and audits conducted by the office of liquor, gaming, and racing (OLGR) or similar governing body for your state/territory. Adhering to regulatory standards and implementing necessary measures to uphold operational excellence.

Overall Leadership and Team Management:

• Provide support and assistance to the assistant manager, duty managers, and team members.
• Facilitate the recruitment, induction, and training of team members, aligning with the current training processes.
• Conduct performance management of cinema employees – coach, counsel, appraise.
• Motivating all team members to exceed company service standards.
• Ensure a safe working experience by facilitating safe work behaviours of the team. Ensure all team members have knowledge of safe use of equipment, chemical handling, PPE, and emergency procedures.
• Knowledge of equal employment opportunity, discrimination, harassment, and affirmative action program procedures and ensure their compliance.
• Conduct team briefs and staff meetings as required.
• Provide leadership to team members. Give clear direction and instructions to staff on shift to maintain smooth running of location.
• Coordination of all staff training requirements including any site, local council, and state/territory required training. Maintain training activity documentation.
• Attendance at all company-required training sessions.

Revenue and Financial Responsibility:

• Meet revenue budgets for location.
• Systematically analyse operating statements and daily performance reports, proactively identifying areas for improvement and promptly taking corrective action to align with evolving business needs.
• Review profit and loss statement monthly in conjunction with area general manager.
• Control profitability of location through management of all KPIs.
• Maximise revenue and yield per patron in each department.
• Accurate, efficient cash handling and audit procedures.
• Conduct thorough reviews of stocktake and inventory in conjunction with area general manager and ensures adherence to internal audit procedures.
• Authorise and process recommended inventory orders on a weekly basis or as needed.
• Regularly review business and sales opportunities to seek new revenue streams and income.
• Regular reviews of market share, actively seeking opportunities to grow revenue ahead of the market.
• Suggestive selling, upselling, and maximising sales revenue within all departments.
• Identify and target suitable groups and businesses for group and corporate bookings, employing strategic outreach and marketing initiatives to enhance bookings and build lasting partnerships.
• Review and approve supplier invoices using current business processes.

Customer Focus:

• Ensure employees are focused on exceeding customer expectations for cinema experience.
• Ensure the cleanliness of all facilities.
• Respond to all levels of customer feedback.
• Ensure internal and external customers and their needs are a primary focus, developing and sustaining productive customer relationships.
• Review customer feedback and identify patterns, trends, and initiate actions to improve customer satisfaction and retention.

Sales and Promotional Opportunities:

• Drive revenue streams and look for opportunities to maximise assets and sales revenue.
• Strategically expand group bookings, as well as boost gift card and voucher sales within the local community and neighbouring businesses. Implement targeted initiatives to enhance visibility and engagement in the local area.
• Cultivate meaningful relationships within the local community, engaging with community leaders and business figures. Actively explore and develop sponsorship and cross-promotional opportunities to strengthen ties and foster mutual growth.
• Implement and execute state/national promotions in accordance with cinema briefs.
• Promote cinema loyalty programs to grow membership and frequency.
• Ensure planograms are implemented.

KPI's:

Operational Responsibilities:

• NPS (net promoter score) results.
• eNPS results.
• WHS audit inspections and quarterly WHS audits meet company benchmarks.
• Payroll and rostering forecasting reports accurate and on time.
• Internal audit results meet company benchmarks.
• Adherence to local council food inspections, OLGR, and any relevant state/territory or national regulatory conditions.

Leadership and Team Management:

• Team meetings held as required and minutes recorded.
• Employee files are up to date and as per company policy.
• Employees are paid in accordance with the relevant industrial instrument.
• Internal survey results meet company benchmarks.
• Internal audit results meet company benchmarks.

Revenue and Financial Responsibility:

• Location budget is achieved.
• Internal financial audit results meet company benchmarks.
• Variance and merchandising reports are within the company benchmark.
• Accounts coded and processed accurately and on time.
• VGS accounts consolidated.

Customer Focus:

• NPS results meet the company benchmark.
• Customer feedback addressed and resolved in accordance with the customer service framework.
• WHS incidents reported and managed according to company guidelines.

Sales and Promotional Opportunities:

• Cinema budgeted KPIs achieved.
• Cinema target for Group Bookings and Voucher Sales achieved.
• Weekly foyer information followed, including all associated cinema briefs, and planograms.

Required Skills and Qualifications:

• 2-5 years' experience as an assistant cinema general manager, or similar role.
• Demonstrated experience with sales figures and managing operating statements.
• Demonstrated experience in achieving sales targets.
• High level of computer literacy.
• Senior first aid certification.
• RSA (relevant to state/territory requirements).
• RMLV (relevant to state/territory requirements).
• Approved manager licence (relevant to state/territory requirements).

Behavioural Capabilities:

• Team-oriented: Focused on creating a team-oriented workplace which fosters collaboration between colleagues.
• Customer-focused: Dedicated towards delivering excellence in customer sentiment.
• Committed to operational excellence and continuous improvement and innovation: An ambassador for innovation and improvement to be more effective and efficient within operations of the business.
• Strong interpersonal skills and relationship-building skills: People-focused with a strong ability to build favourable relationships with people from a broad range of backgrounds.
• Sound commercial acumen: Understand opportunities to reduce costs or grow revenue to maximise profitability across the business.
• Effective communication skills, both oral and written: An ability to communicate clearly with anyone across a variety of diverse backgrounds.
• Self-motivated: Use initiative to drive the goals and needs of the business.
• Ability to lead and coach team members: Be passionate and committed to developing team members, empowering them to reach their full potential.
• Attention to detail and ability to plan: Have a strong attention to detail as well as a demonstrated ability to plan and execute a variety of different tasks.
• Flexibility and adaptability: Acts with agility, maintaining a dynamic approach to suit the changing needs of the business.