The Duty Officer is responsible for overseeing the daily operations of the multiplex during assigned shifts. This includes managing staff, ensuring customer satisfaction, maintaining safety standards, and resolving any operational or customer service issues that arise. The Duty Officer acts as the point of contact for both staff and customers and ensures the overall smooth running of the cinema.

Key Responsibilities:

1. Supervising Daily Operations:

• Monitor and manage all activities in the multiplex, including box office, concessions, security, and housekeeping.
• Ensure that all areas of the multiplex are clean, well-organized, and in good working order.
• Oversee screening schedules and ensure that movies start on time.

1. Customer Service Management:

• Handle customer queries, complaints, and issues in a professional and timely manner.
• Ensure a high standard of customer service is maintained by all staff members.
• Assist customers with ticketing, seating, or special requests.

1. Staff Supervision:

• Manage and lead the staff on duty, including ushers, ticketing agents, and concession stand employees.
• Assign daily tasks and shifts to staff members and ensure they adhere to operational procedures.
• Conduct training sessions or briefings for new staff or before special events.

1. Safety and Security:

• Ensure that all safety protocols and emergency procedures are followed, including fire safety regulations and crowd control.
• Monitor CCTV cameras and collaborate with security staff to ensure a safe environment for patrons and employees.
• Respond promptly to any incidents or emergencies, such as equipment failure or medical situations.

1. Financial Responsibilities:

• Handle cash management tasks, including ticket and concession sales reconciliation, float management, and cash deposits.
• Ensure accuracy in ticketing, pricing, and promotions, and oversee point-of-sale operations.

1. Technical Oversight:

• Ensure that projectors, audio systems, and other technical equipment are functioning properly.
• Liaise with the technical team to resolve any issues that may affect the screening of movies.

1. Coordination of Events:

• Assist in organizing special events, premieres, or private screenings held at the multiplex.
• Coordinate with event organizers, vendors, and staff to ensure the smooth execution of events.

1. Reporting:

• Prepare daily operational reports, including customer feedback, staff performance, financial summaries, and incident logs.
• Report any issues with equipment, facilities, or customer complaints to senior management.

Skills and Qualifications:

• Experience: Prior experience in a supervisory role within a cinema, retail, or hospitality environment is preferred.
• Customer Service Skills: Strong interpersonal and communication skills to interact with customers and resolve issues effectively.
• Leadership Skills: Ability to lead, motivate, and manage a team to ensure operational efficiency.
• Problem-Solving: Quick thinking and capable of managing unexpected situations calmly.
• Technical Knowledge: Basic understanding of cinema projection systems, ticketing software, and audio-visual equipment is an advantage.
• Multitasking: Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Flexibility: Willingness to work shifts, including evenings, weekends, and holidays.

Working Hours:

• Typically includes evening, weekend, and holiday shifts, as these are peak times for multiplexes.

Reports to:

• Multiplex Manager or Operations Manager

This role is critical in ensuring a positive movie-going experience for customers while managing the operational demands of a busy multiplex.