Experience Manager Troy

Information

The Manager, Experience position plays a crucial role in the successful operation of the theatre. This role assists the General Manager in the operations of the theatre through shift management, training employees, handling guest complaints, opening, and closing of the building and other operational duties. This position demonstrates strong communication by clearly conveying ideas, actively listening, and tailoring messages to the appropriate audience. All Managers share responsibility for overall theatre operations, including leading by motivating and supporting others while aligning work with organizational goals, policies, and values. This position remains adaptable to changing priorities while maintaining a focus on business impact, quality, and continuous improvement. In addition, this position maintains primary responsibility for Experience functions such as building R&M, Image and Sound, technics, security, and parking/real estate management, in collaboration with the Cinema Support Center teams.   

Key Accountabilities

Manager On Duty  

• Oversee daily theatre operations, including opening/closing procedures, shift reporting, and ensuring a safe, efficient, and guest-focused environment. 

• Supervise, train, and assign tasks to employees, maintaining high standards of service, compliance, and operational efficiency. 

• Manage labor, inventory, and expenditures to meet financial objectives and support operational success. 

• Respond to and resolve guest concerns, acting as a resource for questions, comments, and service recovery situations. 

• Support other core theatre functions, including Box Office/HR and In-Theatre Sales, to ensure a seamless operation.  

• Enforce safety, sanitation, maintenance, and security standards in compliance with company policies and applicable regulations. 

• Serves as a Mentor on Duty and coaches behaviors that support the companies core values and purpose. 

Projection 

• Conduct monthly screen audits and submit quality presentation reports on a recurring basis. 

• Prepare and manage weekly projection schedules for all upcoming showtimes. 

• Oversee storage capacity and organization of projector and media servers. 

• Develop and build show playlists for special events and non-enterprise screenings. 

• Coordinate the ingestion and delivery of film content, licensing keys, and trailer materials. 

• Clean and maintain entertainment technology equipment, including projection portholes and associated hardware. 

• Monitor projector lamp inventory, maintain usage logs, and ensure adequate stock levels. 

• Coordinate and facilitate screen content testing to verify quality and accuracy prior to showings. 

• Manage inventory tracking, procurement, routine maintenance, and cleaning of departmental equipment and supplies. 

• Manages all budgetary responsibilities related to Image and Sound. 

Facilities 

• Monitor and coordinate repair and replacement needs across theatre facilities, including lighting, seating, and fixtures. 

• Maintain appropriate stock levels of cleaning chemicals, light bulbs, seat components, and other facilities-related supplies and parts. 

• Conduct regular seating inspections to ensure all seats are in proper working condition. 

• Perform monthly safety checks of emergency lighting systems and fire extinguishers to ensure compliance and readiness. 

• Track and follow up on outstanding facilities issues to ensure timely resolution, including managing work orders, liaising with vendors, and escalating issues as needed. 

• Manages all budgetary responsibilities related to facility maintenance, security, and cleaning. 

• Minimum of 3-5 years’ experience in a hospitality industry 

• Confident presenting recommendations and providing operational guidance 

• Proficiency in Microsoft Word, Excel, and PowerPoint 

• Comfortable working in a fast-paced, results-oriented environment 

• Ability to identify solutions, improve efficiencies, and drive results 

• Strong commitment to delivering high-quality service in a guest-focused environment  

• Proven leadership experience 

• College education in a related field is considered an asset