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MADE NOT BORN CHAMPIONS: Movie House Cinemas Size: 240 full & part employees Sector: Entertainment Location: Belfast, Coleraine & Maghera Status: Currently working through MLDP programme Key Results: Clear company direction Development plan in place Key objectives understood by staff Managers now more strategic Tailored staff training Customer service improved THE ORGANISATION Movie House Cinemas is the brainchild of Michael McAdam and was established in 1990 when its first cinema was opened in Glengormley. Since its humble beginnings the company has grown and today its operations include at Yorkgate, a 14 screen cinema complex, Flicks Restaurant and Gallaher s bar; at The real challenge therefore, was to ensure that the Dublin Road, a 10-screen cinema complex and coffee Movie House management team was adequately shop and at Maghera, a three-screen venue. equipped to drive the business forward strategically, and that they had the skills required to ensure that However, the 2006 purchase of the Jet Centre in their staff teams could uphold the customer Coleraine perhaps marks the company s most experience standards and that these were delivered significant development. The site required heavy consistently throughout the Movie House locations. investment and following a £13m overhaul it was reopened and targeted much more at the family THE STRATEGY market. To meet the challenges head on, Barbara Campbell was appointed as Business Development Manager. THE CHALLENGE Her remit was twofold: to investigate the training While the growth of Movie House Cinemas was options appropriate for the management team, and certainly significant, so was the investment shown by internally put in place a programme for all 240 its competitors. What became clear was that it was employees that would help to cement the customer relatively easy for these competitors to match the services standards throughout the organisation. Movie House when it came to upgrades e.g. improved seating, screens and pricing. However, it was much Putting the customer service and standards training harder for them to match the Movie House customer in place was straightforward enough and I am experience an area that the team pride itself on. delighted to say that the feedback from both staff and customers would certainly suggest that it is having an The team at DEL were very helpful and provided me with a lot of information and listened to my specific requirements. Our whole experience has been a worthwhile one. Both programmes have been ideal for us and the 100% funding has been a fantastic bonus we selected Made Not Born because it was right for us, not because it was free. impact. However, what was more difficult was Thanks largely to foresight and flexibility of Michael selecting a training programme for the management and Barbara; the Movie House has embarked on two team that really met our needs explains Barbara. programmes capable of allowing the company to grow and to incorporate a professional approach no matter After much research and investigation into the many whom and where it is delivered. training options available Barbara approached DEL s Management and Leadership Branch (M&L). The DEL THE RESULTS M&L team were very helpful, they listened to my From a companywide point-of-view, MAP, has shown specific requirements and provided me with a lot of the Movie House where its needs lie, and the information said Barbara. development plan provided to the company by the DEL business adviser has helped to focus staff on what The DEL M&L team advised Barbara that given her needs to be done to address these. needs the best options were the Management Analysis & Planning Programme (MAP) and the MLDP is really the next level for its management team. Management & Leadership Development Programme It is providing them with the tools, such as (MLDP). performance management, financial control and project development skills all of which will be For Barbara the advice from DEL has been right on the needed in order to push the company forward and money, The DEL MAP business adviser was brilliant. prepare for what Barbara hopes will be a very exciting The thing that impressed me the most was the time time for Movie House Cinemas. taken by our adviser to listen to our needs, desires and concerns. Our whole experience has been a worthwhile one. Both programmes have been ideal for us and the The consultant s expertise was invaluable, as was the funding has been a fantastic bonus we selected companywide audit that was undertaken. It provided Made Not Born because it was right for us, not us with a real point of focus, and in truth was because of its funding assistance. And although we re instrumental in helping us to create a development still working through some of the learning, we have programme that would not only progress and grow become a stronger, more motivated and passionate Movie House Cinemas operations, but also deliver a team one that I know will enjoy success both as a training programme that would motivate staff company and as individuals. explains Barbara. Movie House Cinemas put on an Oscar winning performance Part of the business adviser s remit when working with Barbara and her team was to help define the direction that the company wished to take and what would be required in order to achieve their goals. With competition mounting and the need to offer the customer a complete experience, it was vital that any training was targeted at the company s key objectives.
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