Our People - Case studies
Mikes Wiles - Glasgow Renfrew Street - April 2012
Mike Wiles is the General Manager of Cineworld Glasgow Renfrew Street, Cineworld's largest cinema, the world's tallest and arguably the world's most challenging to manage. Coping with almost two million admissions last year in a cinema that has twelve floors (yes, 12!) and eleven sets of escalators (you need to see it to believe it), Mike's team have won five awards in the five years since he became General Manager of what is, in his opinion, the best and busiest Cinema in the UK.
Mike is exceptionally proud of both his cinema and his team and having managed 15 different cinemas across the country from London to Dundee throughout his career, he knows what excellence looks like. His team share his vision, which is to offer the very best customer experience for each and every customer. In return, he makes sure that he delivers a great place to work, offering motivation, support, training and development to all employees, the success of which has meant that four of the eleven Managers and all seventeen Supervisors have been promoted from within.
Mike's philosophy is to reward talent, commitment and desire, and he is involved with finding the best people for Cineworld at all levels. Mike helped shape Cineworld's Academy programme, and is a mentor to one of the seven candidates.
In 2011, Mike and his teams won the 'learning & Development' site of the year at Cineworld's Annual Management Conference.
Alison Chase - Academy - April 2012
Alison Chase is the General Manager of Cineworld Falkirk and one of the rising stars of Cineworld's newest development programme, the Academy. Alison joined the company eight years ago as an Operations Manager in Edinburgh where she was recruited by Lindsay Cook, General Manager of Cineworld Edinburgh and her current mentor. Since her success of joining the Academy, Alison has quickly developed her strategic leadership skills and is now recognized as one of the highest achievers.
Alison and her team at Cineworld Falkirk focus on customer service and experience as key drivers for the business. She has developed a strong relationship with the Marketing team at Head Office, promoting alternative content alongside the core range of films which has resulted in good admissions growth and profit in a challenging market.
Exceedingly high standards are exemplified through audit results and incentive success. Mystery shopper reports are consistently high and Alison attributes this to the strong work ethic which is driven from the top down.
Continual personal development and succession planning is at the heart of her focus, where Alison drives not just her own development but that of all employees. Alison and her team are extremely proud of their cinema and always ensure that every customer enjoys the best cinema experience possible.
David Spence - General Manager of the Year - April 2012
With Europe's largest 3D screen, an exciting relationship with Sky and as Cineworld's flagship venue for Movie Premiere's, Cineworld at the O2 has a lot to live up to. At the helm is David Spence, a General Manager who joined Cineworld over nine years ago and in 2011 was appointed as General Manager at Cineworld's hugely successful O2 cinema. Having previously managed Cineworld West India Quay (down the road from the O2) for over five years, David, originally from Aberdeen knows the local area extremely well and has helped exceed the expectations since Cineworld took over the site in June 2010.
But David's success lies in the excellence of his personal and operational management skills. David heads a team of eight managers and eight supervisors and leads his team with passion and commitment - expecting the very best from his team, who continue to deliver excellent mystery shopper scores and high levels of customer satisfaction.
David won the hugely coveted General Manager of the year award at Cineworld's Annual Management Conference last year, receiving a standing ovation from all his colleagues and peers. It was a special moment and recognising the very best of Cineworld's high standards of excellence.
Tamlin McKinnon - Head Office, Customer Service - April 2012
With more admissions than any other cinema chain in the UK, Cineworld is focused on delivering great customer service, which is why it employs a dedicated internal Customer Services team, that last year dealt with over 150,000 customer service enquiries. Tamlin McKinnon is Head of the Customer Services team and it won't surprise that her departments' focus is to provide an exceptional customer service experience, one that goes above meeting the needs of Cineworld's customers, exemplifying the 'Customer First' strategy at Cineworld.
Tamlin's approach of promoting a 'customer service culture' has not only helped re-define service standards, but has encouraged the development of a more proactive system for encouraging constructive feedback, addressing problems and instigating change to improve the customer experience across Cineworld's cinemas. As a result, the Customer Service team has developed excellent relationships across all Head Office departments and external suppliers.
In 2011, a National Customer Service Focus Group was formed to ensure an ongoing commitment to improve the customer experience and it now plays an important role in encouraging productive communication between teams. The success of the initiative helped the Customer Service team win Head Office department of the year at Cineworld's Annual Management Conference.
Steven Wollaston - Leigh - April 2012
Steven Wollaston is the General Manager of Cineworld's newest seven-screen cinema in Leigh, near Manchester. Cineworld Leigh opened in November 2011 with state of the art digital facilities and MyCineworld offering cheaper tickets online, which has had a very positive uptake from customers.
Steven has worked for Cineworld for 5 years during which he has been coached and developed to achieve the position of General Manager, through both the support of his line manager and courses such as the Academy which have developed his leadership and business skills.
Steven's main focus is to lead his team to deliver the best customer experience possible and to develop his team to achieve their KPIs. Since opening in November 2011, Cineworld Leigh has achieved a 96% average mystery shop result which is the best opening audit for a new site. The results stem from the support of his Regional Manager who encourages him to be creative and put a vision into practice to achieve both personal and company goals.
The team at Cineworld Leigh has been vital to the success of it's opening - they are all truly empowered to deliver the best customer journey possible and nurture and reward their Unlimited customers with a great experience. The internal development of the team has also been highly motivating and reflects the culture of 'passion for people' at Cineworld.