The Exhibitor (Nov 1939-May 1940)

BM-6 BETTER MANAGEMENT GOOD SERVICE PAYS DIVIDENDS A leading metropolitan circuit allows us to reproduce the rules which guide the house staffs of its many theatres. GENERAL RULES Employees should always remember every patron is a personal guest. Do not chew on duty. Take pride in your appearance, both off and on duty. Remember that you represent the theatre while you are employed and the company you work for at all times, whether on or off duty, and conduct yourself so that it can be proud of you. Report to the manager any unusual occurences of any nature, regardless of how unimportant such occurences may seem to you. List comments from anyone in your theatre, the programs played, particular pictures patrons would like to see, any condition, favorable or unfavorable, and report them to manager. Never raise your voice. Always speak softly and courteously. Handle all routine, exchange tickets, etc., in the proper manner so there can be no question about your honesty. Be thoroughly familiar with the current program playing in your theatre, the time each feature or short subject goes on the screen and is finished. Know the stars in pictures you are playing. Know the big pictures that will be shown in your theatre soon and know in detail the next program to play your theatre. It is compulsory to attend regular house fire, and safety drills. MANAGER It is the manager’s duty to merchandise his pictures, operate his business in the proper manner, and establish and maintain an efficient and courteous staff. A manager must be in his theatre at least one-half hour before opening time, open and close the theatre and be on the floor during hours theatre is open. However, in theatres which have continuous shows, while manager is away for meals, the assistant or head usher will assume charge of floors until manager returns which should be no later than 7 P. M. in evening. Manager will set example in neatness and in appearance. Wear dark clothes or Tuxedo during winter months, light coat and proper apparel during summer months. White shirts, where possible, should be worn at all times. Be clean shaven. Nothing will mar your appearance more than poorly kept teeth. A bad breath is offensive to anyone and, most of all, your patrons. If you must eat vegetables or other food which has an objectionable odor, never do it before going on duty at your theatre. Set the proper example to your employees in your own dealing with patrons and citizens of your community. TELEPHONE OPERATOR In the case of smaller theatres, the telephone operator is usually the cashier. The phone should be answered “ Theatre, good afternoon” or “Good evening,” etc. The operator is usually asked what is playing and the schedule of the show. She should have a copy of the schedule next to the phone to be able to give a clear, concise and polite information at all times. Remember that a voice can smile the same as a face. CASHIERS When choosing cashiers, make sure they are neat, attractive and possess a pleasing personality. They should not use too much make-up nor wear eye-attracting jewelry. When on duty, they should not chew gum, eat or drink in the box office. The box office should be kept neat and tidy — shelves neat and clear. There should be no display of large amounts of money in the box office. The girls should be pleasant and polite at all times and should always say “thank you” to patrons buying tickets. Cashiers should follow the rules and regulations set down by the auditors in conducting the business in the box office. Another important item for cashiers to avoid is to have reading material in the box office. At no time should the girl be reading a book, newspaper or magazine while on duty in the box office. When friends or other employees linger around the box office, the cashiers should not carry on a conversation not pertaining to business. All personal conversations are taboo while on duty. Watch your appearance, be neat, clean and attractive. SMILE. DOORMEN Basically, a doorman’s job in each theatre is to take the tickets at the door. However, his duties are varied in each individual theatre. He must be able to use tact and diplomacy at all times as the door is the place where most disputes take place in the theatre. It is preferable to have a doorman go through the ushers’ training and to be on the floor as an usher before he is placed on duty on the door. He must be taught how to stop patrons with an insufficient amount of tickets, how to stop young people who have children’s tickets instead of adult ones, how to explain to parents that a child is too old to pass in with a child’s ticket, that even children must have tickets. He should have a schedule of the running times of the show and be able to give polite information on the show at all times. He should know how to announce on the walk and what phrases to be used, what is to be said during standing room conditions and what definite phrases are to be used to patrons. He must keep a check on the outside house lighting, marquee, roof signs and all illumination used during the day and evening. Any irregularity should be reported immediately to the chief of service. He should, under no circumstances, speak to the cashier while on duty unless it is purely a matter of business. No conversations are to be held in front of the theatre that do not pertain to the business at hand. He must not keep any stubs in his hand, but deposit them immediately in the box. Also, he should say “thank you” upon returning the stubs to the patron. Remember nothing makes patron feel so at home as a friendly greeting from the doorman. Be polite and courteous and, above all, be sure that your friendly greetings are enthusiastic and sincere. USHERS Intelligence: The first thing to be determined in an applicant is intelligence. It is hardly possible to give each applicant an intelligence test, so the employer must judge according to what he sees fit in deciding on the relative mental capabilities of the applicant. Appearance: An usher at all times on the floor should be neat and well groomed. He should be at least five feet 10 inches tall, if possible, clean shaven, with clean hands and face, finger nails trimmed and clean, hair combed neatly, shoes shined and clothes pressed and neat. If the applicant is untidy when applying for a job, it is a fair indication that he is naturally untidy and careless of his appearance. His face should not be repulsive. Willingness: It is possible, by noting an applicant’s attitude in applying to judge whether or not he is willing to (See page 8) Theatres that pride themselves on efficient service are usually successful. They have found out that the proper contacts between staff and patron go a long way toward building a house s reputation. On this page may be found some rules that every theatre employee should read. THE EXHIBITOR