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Topic: Floor staff Training
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Caleb Johnstone-Cowan
Jedi Master Film Handler
Posts: 593
From: London, UK
Registered: Mar 2006
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posted 08-04-2010 09:30 PM
I can give you some advice but not any paperwork, it's all company stuff. I trained a lot of people at my old work, which went pretty well, don't do it currently as we haven't really employed that many people this year. I think the weaker economy has made people less willing to look for new jobs or leave theirs in the hope they'll get a new one easily.
In my experience training is normally divided in to a long 'induction' where the majority of the paperwork and essential training e.g evacuation and food safety is done, then a couple more shorter sessions on other areas.
I find it's best to keep training in short bursts of amaximum three hours a time, in groups of maybe 3-6, then let the new staff members finish a 6-8 hour shift on that area to get used to what they just learned, with the help of a trusted staff member 'buddied up' to them. I consider box office the easiest area to learn so if you have one do that last. A poorly trained staff member on the concession stand is the one that will cause you the most grief so I would concentrate on that area when training, especially if you can/do sell tickets from the stand.
If you have the money I would get new staff to shadow a Projectionist for a shift so they can get an understanding of the technical side of things, it would make life easier when things go wrong and all I hear on the radio is 'screen is broken' or second hand info from a guest, gives neither myself or the Projectionist any indication of the severity of the fault.
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Chad Souder
Jedi Master Film Handler
Posts: 962
From: Waterloo, IA, USA
Registered: Feb 2000
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posted 08-05-2010 02:46 PM
Unfortunately, here in the USA, most theatre chains' training focuses on health, safety and etiquette issues rather than how to actually do your job well. Also, any of us that are part of a larger chain, which is most of us, wouldn't be able to share such material.
My only suggestion would be to enter a theatre as a customer and absorb every aspect of operation. Then, ask yourself what you would have liked to see or how you would have liked to be interacted with throughout each of those points of contact. Base your manual off that, constantly reminding yourself what you would want as a customer, and you'll be well on your way.
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Aaron Mehocic
Jedi Master Film Handler
Posts: 804
From: New Castle, PA, USA
Registered: Jun 99
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posted 08-06-2010 03:01 PM
Absolutely. Communication between the staff members is key when developing a staff and even more important among managers. I also believe in fostering an environment where the employee is expected to think for his or herself before resorting to calling for help. I personally have noticed a drop in problem solving skills since the rise of cell phones. Many kids who have been trained in the booth (or the floor, for that matter) want to suddenly make a call instead of figure out the problem and attempt to solve it. Fire anyone who cancels a show due to a breakdown then does nothing but take pictures of said breakdown with his cell phone!
Permit the employee to develop their own style within a set range created by you. For example, when training you will obviously show somebody how to do something based on steps 1, 2, 3 and 4. However, if the employee accomplishes the task correctly, but using steps 1, 3, 2, 4 then let him or her go. One of the worst trainers I ever worked with was adamant things had to be his way, every way, every time. That was too bad because he was actually a very nice guy when not showing somebody how to do something.
Lastly, know your trainee and talk to him or her. Find out what sports they like, if they are married or have kids, or what they might be studying in school. As a high ranking American politician once said, "Its a lot easier to catch flies with honey than it is bear dung". If the employee sees you dive in and do the job correctly, they will want to do it too. Never ask someone you are training to do something that you would never do. Show by example and lead by example. You do that and you will build one hell of a staff . . . guaranteed.
Good luck.
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Jeff Logan
Film Handler
Posts: 15
From: Mitchell, SD, USA
Registered: Feb 2002
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posted 09-01-2010 01:17 PM
Your best bet is to buy a copy of the NATO staff training DVD's. In them, you get the best ideas from all the big chains because they contributed their materials, tapes, books and ideas. About 10 years ago when they were made, several of the big chains needed to update their own training tapes but instead contributed their materials to the NATO effort. The NATO tapes really compile best industry practices and are still current. You can order them online at www.natoonline.org There is a discount for NATO members. They are done in a lighthearted style that will keep the attention of teen staffers. Each one is about 10 min. long. They cover all floor positions, safety, ratings enforcement, sexual harassment, and film projection.
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