PULSE BACK TO THE FLOOR
o T k c a B R O O L F E TH The managers at Empire Sunderland went back to the floor working as employees, which was a very different experience altogether for John, Anish, Nick and Craig.
G
eneral Manager, John, formed
as well just having a bit of a laugh with the
the idea in order to find out what
customers. It also made us appreciate how
would make life easier for team
hard our team members are working for us.”
members and customers. The
Empire Sunderland is very successful
managers worked a 4:30pm until close shift and
but this experience helped underline what
served customers on the retail stands.
needed to change in order to reach its best
As an Empire Manager, the job role is very diverse. Their aim is to ensure the cinema is
potential. Anish says:
“It was great to talk about the FIlms with the customers and see the shared interest”
running to its highest
“We did notice that the Nacho boxes are quite fiddly and slow service down slightly. This is something we have
standards whereas team members have
spoken to Gordon MacDonald about and he
more interaction with customers. Empire
is looking at new designs for the Nacho boxes.
Manager, Anish says: “We really enjoyed it!
We noticed a few changes operationally for
As managers, sometimes you don’t get to
us too. The obvious things which we knew
speak to customers as much as team members
about were the coffee machines slowing down
do. It was great to talk about the films with
service. So since then we have introduced
the customers and see the shared interest
Barista shifts during busy periods. We also noticed a requirement for a few extra pieces of equipment, which we have arranged since.” The experience was very successful and staff at Empire enjoyed watching the managers on the stand as it created more of an incentive based on beating the managers RPG. Empire Cinema are very passionate about offering the best quality and premium experience to their customers and this experience is something that has benefited them, therefore will be performed on a regular basis, mainly on a Saverday Tuesday.
SUMMER 2013 | PULSE MAGAZINE | 09