We first were made aware of this complaint after it was reported on Saturday, September 9th, by the manager involved. Monday morning our corporate office retrieved voicemail and email from the patron involved. We immediately arrange a meeting among the Operations Manager, General... Manager, President of Theatre Management Corporation, and the [redacted] Theatre Manager involved. It was determined that the 1 adult to 4 minors rule that was being implemented at the [redacted] Theatre by the manager was outside of any corporate policy or the knowledge of Theatre Management Corporation and is no longer being enforce at the theater level. All managers have been informed of this and are aware of this incident. This rule appears to have been a hold over through miscommunication from a previous manager who had been terminated prior to the current Manager’s employment. The manager involved had been enforcing what he believed to be the official policy, even though it was not. The police were called by a theatre manager to prevent the encounter from further escalating as any resolution became difficult once tone, language and volume began to increase to a precarious level among all parties, and to remove the disturbance from directly outside the theatre door to the downstairs box office where the promised refund could be executed at the point of sale. After our corporate meeting on Monday, our President called the patron involved and apologized for the confusion and expressed our regret to how it affected her and her family. The patron seemed appreciative of our concern and immediate steps to clarify policies and re-educate our staff. We arranged for their group to come back to see a film at no admission charge to make up for the lost evening.
We first were made aware of this complaint after it was reported on Saturday, September 9th, by the manager involved. Monday morning our corporate office retrieved voicemail and email from the patron involved. We immediately arrange a meeting among the Operations Manager, General...
Manager, President of Theatre Management Corporation, and the [redacted] Theatre Manager involved. It was determined that the 1 adult to 4 minors rule that was being implemented at the [redacted] Theatre by the manager was outside of any corporate policy or the knowledge of Theatre Management Corporation and is no longer being enforce at the theater level. All managers have been informed of this and are aware of this incident. This rule appears to have been a hold over through miscommunication from a previous manager who had been terminated prior to the current Manager’s employment. The manager involved had been enforcing what he believed to be the official policy, even though it was not. The police were called by a theatre manager to prevent the encounter from further escalating as any resolution became difficult once tone, language and volume began to increase to a precarious level among all parties, and to remove the disturbance from directly outside the theatre door to the downstairs box office where the promised refund could be executed at the point of sale. After our corporate meeting on Monday, our President called the patron involved and apologized for the confusion and expressed our regret to how it affected her and her family. The patron seemed appreciative of our concern and immediate steps to clarify policies and re-educate our staff. We arranged for their group to come back to see a film at no admission charge to make up for the lost evening.
We first were made aware of this complaint after it was reported on Saturday, September 9th, by the manager involved. Monday morning our corporate office retrieved voicemail and email from the patron involved. We immediately arrange a meeting among the Operations Manager, General... Manager, President of Theatre Management Corporation, and the [redacted] Theatre Manager involved. It was determined that the 1 adult to 4 minors rule that was being implemented at the [redacted] Theatre by the manager was outside of any corporate policy or the knowledge of Theatre Management Corporation and is no longer being enforce at the theater level. All managers have been informed of this and are aware of this incident. This rule appears to have been a hold over through miscommunication from a previous manager who had been terminated prior to the current Manager’s employment. The manager involved had been enforcing what he believed to be the official policy, even though it was not. The police were called by a theatre manager to prevent the encounter from further escalating as any resolution became difficult once tone, language and volume began to increase to a precarious level among all parties, and to remove the disturbance from directly outside the theatre door to the downstairs box office where the promised refund could be executed at the point of sale. After our corporate meeting on Monday, our President called the patron involved and apologized for the confusion and expressed our regret to how it affected her and her family. The patron seemed appreciative of our concern and immediate steps to clarify policies and re-educate our staff. We arranged for their group to come back to see a film at no admission charge to make up for the lost evening.
We first were made aware of this complaint after it was reported on Saturday, September 9th, by the manager involved. Monday morning our corporate office retrieved voicemail and email from the patron involved. We immediately arrange a meeting among the Operations Manager, General...
Manager, President of Theatre Management Corporation, and the [redacted] Theatre Manager involved. It was determined that the 1 adult to 4 minors rule that was being implemented at the [redacted] Theatre by the manager was outside of any corporate policy or the knowledge of Theatre Management Corporation and is no longer being enforce at the theater level. All managers have been informed of this and are aware of this incident. This rule appears to have been a hold over through miscommunication from a previous manager who had been terminated prior to the current Manager’s employment. The manager involved had been enforcing what he believed to be the official policy, even though it was not. The police were called by a theatre manager to prevent the encounter from further escalating as any resolution became difficult once tone, language and volume began to increase to a precarious level among all parties, and to remove the disturbance from directly outside the theatre door to the downstairs box office where the promised refund could be executed at the point of sale. After our corporate meeting on Monday, our President called the patron involved and apologized for the confusion and expressed our regret to how it affected her and her family. The patron seemed appreciative of our concern and immediate steps to clarify policies and re-educate our staff. We arranged for their group to come back to see a film at no admission charge to make up for the lost evening.