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