Famous News (Mar-Apr 1981)

Gerry Dillon, Vice-president and General Manager of Famous Players, recently spoke to FAMOUS NEWS Editor, Michelina Trigiani, on various aspects of theatre operations. Famous News: What are the traits of a good manager? G. Dillon: Enthusiasm. That’s the main trait. We look for it not only in managers, but right down the line — doormen, ushers, candy attendants. In this day and age, if an employee has enthusiasm, he stands out. There’s a need for enthusiastic people in any business. Another trait which marks a good manager is his attitude towards the industry. Basically he has to like the theatre business or he shouldn’t be in it. After all, a manager is working when most other people are enjoying their leisure time. Realizing that nights, weekends and holidays are his prime business periods, he has to approach his job with a good deal of dedication to enjoy being part of this industry; it’s as simple as that. Famous News: What are managers’ major complaints? G. Dillon: We hear many managers complain that the public is too demanding. But when you consider that customers are ‘‘favouring’’ us by visiting our theatres, you realize that they’re entitled to be demanding. There is such a vast number of competing leisure-time activities available to the public today that it is more vital than ever in this competitive market that customers be extended the utmost courtesy and service when they visit our theatres. If an employee’s approach to a customer is lacking in judgement, (for example, refusing to serve a patron while closing the confection counter), it upsets the whole balance of the operation, resulting in a dissatisfied customer. To avoid this, it is important for employees to be properly trained to exercise good judgement and to understand that the customer is entitled to courtesy and consideration. Yes, the public is demanding, but rightfully so. Famous News: What do you consider the most important aspects of a manager’s job? G. Dillon: Diplomacy in dealing with patrons, a clean, well-run theatre and a proper presentation on the screen are a manager’s most important responsibilities. A good manager should also make sure his staff is informed in all details of operations so that they may answer questions intelligently when asked. It is very important that a manager sees to it that the policy of the company is carried out by his staff. Famous News: What is the major problem confronting theatre operations? G. Dillon: The lack of enthusiastic young people joining the company in the management ranks. We can always get people, but they are not always the people we want. One of the problems, as I mentioned previously, has to do partly with hours ... we recognize this. Management personnel now have a five-day work week and working conditions are constantly being upgraded, but they still have to have a basic interest in the business. The tremendous growth of our company, coupled with a mandatory retirement age, brings about a constant shift of management personnel and creates a shortage of competent people to fill managerial positions. We look to our managers to attract and train qualified assistants to fill these positions. Famous News: How has theatre operation changed in the past 20 years? G. Dillon: Overall, the biggest change affecting theatre operations has been the trend from single auditoriums to multi-auditorium theatres. Another change affecting theatre operations is the emergence of more leisure time and greatly increased competition for amusement dollars. This makes it more vital than ever that our theatres be operated efficiently. By adapting computers to more and more facets of theatre operations, the company is making great strides towards relieving managers of repetitious, manual bookwork. This will enable our managers to devote more time to training staff, advertising and promotion, merchandising confections and to the maintenance of their theatres. Another major change over the past 20 years involves show times. At one time, theatres operated continuous shows and customers were not too concerned about arriving right at the start of a presentation. But today’s audiences are much more sophisticated and will not go into a movie if it has already started. This is why it is so important to advertise proper show times and to adhere to a schedule once it has been advertised. (continued back page) 2 March/April, 1981