Operation Manager

The Loft is Coimbatore’s first luxury private preview theatre, built around one simple idea — creating the best possible theatre experience. We work closely with regional filmmakers and directors on private previews, while bringing together a growing community of creators, storytellers, and movie lovers. We’re here to create, collaborate, and have a lot of fun along the way. 🎬

Roles & Responsiblities

• Oversee and manage the day-to-day operations of The Loft, ensuring smooth and efficient functioning of all screens and customer services.
• Check, confirm, and manage bookings; assist walk-in customers and ensure a smooth check-in process using booking IDs.
• Attend incoming phone calls, respond to customer enquiries, resolve queries, provide relevant information, and actively convert enquiries into confirmed bookings.
• Understand customer requirements and recommend suitable screens, movie options, packages, and event arrangements to maximise sales and customer satisfaction.
• Manage and monitor all equipment, including ACs, projectors, PS5 consoles, AV systems, and other operational equipment, and promptly address customer requirements or technical issues.
• Handle customer food orders, coordinate with the F&B team, and ensure timely and accurate service.
• Coordinate event requirements, including decorations and cake deliveries, ensuring everything is arranged and delivered on time. Assist with decoration setup when required.
• Manage operations inventory, monitor stock levels, maintain proper records, and coordinate with vendors for timely procurement and replenishment.
• Handle billing and payments, maintain the cash book accurately, and prepare daily sales and operational reports.
• Coordinate with the marketing team and regularly update them on bookings, sales performance, upcoming events, customer trends, enquiries, and other relevant operational insights.
• Support marketing initiatives by providing timely information on customer preferences, booking patterns, promotions, events, and sales opportunities.
• Organise and coordinate events, ensuring all operational requirements are completed before and during the event.
• Monitor CCTV and ensure adherence to The Loft's operational, safety, and customer-service standards.
• Ensure all screens, common areas, equipment, and facilities are clean, organised, and ready before each booking.
• Maintain a high standard of customer service throughout the customer's journey, from initial enquiry and booking to check-in, screening, and checkout.
• Coordinate effectively with internal teams and external vendors to ensure seamless execution of daily operations and events.
• Take ownership of operational issues, resolve customer concerns promptly, and escalate matters to management when necessary.