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F I E R C E
F I E R C E

F IERCE

F I E R C E
F I E R C E
F I E R C E
F I E R C E
F I E R C E

H O Y T S

L O C A T I O N

V I C / A C T

M A N A G E R S

The VIC/ACT Location Managers thought outside of the box for their team bonding adventure and chose to complete the Exitus room at Strike! The team had to work together to find hidden objects, solve riddles, crack clues and beat the clock to escape the room!

Awesome initiative team VIC/ACT!

G E O R D I E

G E O R D I E H O Y T S S T A F

H O Y T S

S T A F F O R D

There was an issue at HOYTS Stafford which required every seat in the 10 screen complex to be cleaned and wiped down. Geordie, who was working at HOYTS Sunnybank had knocked off for the day and headed over to HOYTS Stafford to help out. Although Geordie had finished he didn’t hesitate to roll up the sleeves and assist in what was a very monotonous and time consuming job. Geordie demonstrated both Excellence and Caring and we couldn’t be more pleased to have someone with his work ethic and dedication in the company! To thank Geordie, Graham Moss from Sunnybank snuck over to his favourite lunch spot and pre-paid for his meal, another great example of Caring!

Moss from Sunnybank snuck over to his favourite lunch spot and pre-paid for his meal, another
Moss from Sunnybank snuck over to his favourite lunch spot and pre-paid for his meal, another

H O Y T S D R U I T T

T E A M

M T

H O Y T S D R U I T T T E A M M

The awesome staff at HOYTS Mt Druitt volunteered their time to film their very own, HOYTS branded, Running Man Challenge! The team came up with a short film with a bit of a story, in which a rowdy guest runs in to try and sneak into a cinema. The initiative was a great team building experience and an innovative idea to grow their local online community.H O Y T S D R U I T T T E A M M

was a great team building experience and an innovative idea to grow their local online community.

Great work team!

H O Y T S

T E A

T R E E

P L A Z A

T E A M

The team at Tea Tree Plaza took part in the Modbury Christmas Parade and had an absolute blast doing so! They towed a float behind a car using recent standees, posters and helium balloons. They gave out over 200 show bags to some very eager children and families and were received very, very warmly by all! The team had 9 characters walking alongside the float including Iron Man, Thor, Captain America and even a couple of minions! They then invited families back to HOYTS for a family fun day which included themed face painting, colouring-in competitions, photo opportunities with the costumed staff and even a game of pin the tail on Duke (the big fluffy dog from The Secret Life of Pets. The team even won second prize out of over 80 groups who participated in the parade!

Awesome work guys, this is great story about our sites Caring about our communities!

who participated in the parade! Awesome work guys, this is great story about our sites Caring
who participated in the parade! Awesome work guys, this is great story about our sites Caring
who participated in the parade! Awesome work guys, this is great story about our sites Caring

H O Y T S

C H A T S W O O D

M A N D A R I N

T E A M

Our customer service department received an email from a very grateful mother who wanted to commend the team at Chatswood Mandarin for looking after her 3 year old when he wandered into the cinemas whilst she was in a nearby restaurant.

Awesome work team, this is a great example of being Caring!

T A N Y A

B R O W N

&

S T E P H A N I E T E D E S C O

H O Y T S

H I G H P O I N T

Tanya and Stephanie have been taking the Highpoint team through Experience More workshops. These workshops are highlighting the need to be more focused on the experience of the journey that their guests undertake. These workshops aim to improve the overall experience for our guests and eliminate the 'guest pain points' by opening up the crew to a deeper understanding of how their actions and added extras can really change and make a guest experience an excellent one.

Great effort ladies!

of how their actions and added extras can really change and make a guest experience an

Z O E

H O Y T S

M T

D R U I T T

A guest called HOYTS Mt Druitt to find out if she needed to buy a movie ticket for her two year old child. Zoe answered the phone and the guest mentioned that she was very helpful, polite and friendly. The guest said it sounded like Zoe enjoyed her job and helping guests!

Well done Zoe, keep up the Focused and Excellence values!

said it sounded like Zoe enjoyed her job and helping guests! Well done Zoe, keep up
D A N W A L K E R H O Y T S G

D A N

W A L K E R

H O Y T S G R E E N S B O R O U G H

D A N W A L K E R H O Y T S G R

Dan was required to perform CPR on a gentleman who suffered a seizure in the disabled toilets. Without the calm and quick response from Dan, this gentleman may have passed away. The paramedics and the carer of this guest had nothing but praise for the way in which Dan handled the situation.

but praise for the way in which Dan handled the situation. Great work Dan, we are
but praise for the way in which Dan handled the situation. Great work Dan, we are

Great work Dan, we are very proud of you and your attitude towards displaying our Caring and Focused values!

situation. Great work Dan, we are very proud of you and your attitude towards displaying our
situation. Great work Dan, we are very proud of you and your attitude towards displaying our

M A D I S O N F I R M A N

H O Y T S

M E L B O U R N E

C E N T R A L

We received glowing feedback about Madison for providing excellent customer service by two guests on the very busy Queen's Birthday. Even though the guests were not able to attend their session as it was so busy, they

took the time to write about Madison's fantastic service. This was Madison's second shift in the box office.guests were not able to attend their session as it was so busy, they Fantastic work

Fantastic work living our Excellence value, Madison!

service. This was Madison's second shift in the box office. Fantastic work living our Excellence value,

The team at HOYTS Southlands have created a competition focusing on increasing SPA, the friendly competition is between crew members and is being used to inspire the team to perform and put their training to good use! Week 1 of the competition was knocked out of the park by the crew pictured, Jon, James, Kudzo and Vicky and we are looking forward to seeing what the team can achieve in the next coming weeks.

Keep up the great work team!

H O Y T S S O U T H L A N D S

T E A M

H O Y T S

L U X

T E A M

E Q

We received this fantastic feedback about a guest's experience at HOYTS EQ; "I wanted to pass on my thanks for a great experience at HOYTS LUX last night. My partner and I came along, and the customer service we received was awesome. From the samples of the menu when we first arrived, drinks, popcorn, being shown to our seats and then a sweet treat on our way out. All the staff were friendly, smiling and made the atmosphere really comfortable and relaxing. Also, I should note that I have never received this kind of service when I have gone to Event Cinemas for their Gold Class! HOYTS LUX has definitely raised the bar. Thank you for a great night!"

Awesome work team, this is a great example of our Excellence value!

raised the bar. Thank you for a great night!" Awesome work team, this is a great

R E B E K A H

S T E W A R T

H O Y T S

E A S T L A N D

Rebekah Stewart went above and beyond to assist a guest with quite specific dietary requirements who wanted to attend HOYTS LUX. The guest contacted HOYTS Eastland prior to attending the HOYTS LUX session, outlining that she was intolerant of a lot of foods and was wondering if there would be anything on our menu that could cater to her requirements. Whilst on first glance it appeared that these were too specific to accommodate, Rebekah worked with Location Manager Shane to identify modifications to existing menu items that could be made to suit this guest. The entire HOYTS LUX crew was made aware that the guest would be attending and made every effort to ensure that she received the high standard of service that HOYTS LUX entails.

This is a fantastic example of living our Excellence value!

received the high standard of service that HOYTS LUX entails. This is a fantastic example of

H O Y T S

L U X

C R E W

E Q

We received this amazing feedback from a very happy guest:

I would like to provide some wonderful feedback on my experience last night at HOYTS LUX EQ. Unfortunately, where I live my closet cinema is an Events Cinema and I haven't been to HOYTS in many years. Last night, we made the extra travel to try HOYTS LUX for the first time. After my experience last night, I will never return to Gold Class or Event Cinemas and will always travel that extra bit to HOYTS from now on. One of the reasons I went to HOYTS LUX was because I currently have cancer and needed the extra comfort of a reclining seat. To look at me on the outside you wouldn't have picked me as sick as I try my hardest to cover my illness. I made a few strange requests last night to cinema staff and nothing was too hard or out of the question. I was totally amazed by the quality of the HOYTS LUX product and the staff. I would like to thank everyone last night who looked after my partner and I. They went the extra step without knowing anything about me.

Amazing work team EQ, you should be very proud of yourselves; this is a fantastic example of living our Excellence values!

We received some feedback from a guest about Edward:

“I would just like to thank your staff member Edward for his excellent service today. I have never come across someone his age who displayed such workmanship and commitment to a job like this. Not only was he extremely helpful with my enquiries about birthday parties, but he displayed a great aptitude for customer service. Edward was warm, polite and very lovely to talk to.”

E D W A R D

H O Y T S

C H A T S W O O D

M A N D A R I N

Keep up the great work Edward!

H O Y T S N O R W O O D

T E A M

H O Y T S N O R W O O D T E A M
H O Y T S N O R W O O D T E A M

The Guest Experience team received some great feedback about the team at HOYTS Norwood living our Caring values. A guest and his daughter visited the site and after their session realised his daughter had left her very treasured head band in the cinema. Whilst the team initially could not locate the head band they took details and updated the guest on the investigation. The head band was returned to the guest who then wrote in to offer a big thank you to all the staff at HOYTS Norwood, they have made a little girl very happy and left the guest satisfied.

made a little girl very happy and left the guest satisfied. Well done team! This is
made a little girl very happy and left the guest satisfied. Well done team! This is

Well done team! This is an awesome example of living our Caring values!

girl very happy and left the guest satisfied. Well done team! This is an awesome example

A N N A H U S B A N D

H O Y T S

B R O A D W A Y

A N N A H U S B A N D H O Y T S
A N N A H U S B A N D H O Y T S

A guest wrote in feedback about Anna from HOYTS Broadway, expressing how her bubbly personality and cheerful disposition really caught her son's attention. He is 8 years old and has autism and usually finds it hard to connect with strangers. Anna spoke to him in such a way that he was happy to interact with her. She offered him a taste of several flavours when she saw him getting frustrated by not knowing which flavour he wanted. She didn't rush him and the mother was so appreciative.

wanted. She didn't rush him and the mother was so appreciative. Such a great example of
wanted. She didn't rush him and the mother was so appreciative. Such a great example of

Such a great example of living our Caring value, Anna!

wanted. She didn't rush him and the mother was so appreciative. Such a great example of

R A C H E L M A R T I N A

G A U C I C I C A K

H O Y T S

W A T E R G A R D E N S

&

A guest wrote in about Rachel and Martina from HOYTS Watergardens expressing her thanks and appreciation for their assistance when she was stung on her thumb by a wasp that appeared in her popcorn. Initially, the guest went to the candy bar and explained what happened, and the first thought was to make sure she wasn't allergic. The Duty Manager refunded the popcorn, who has been praised for her extremely helpful nature as she gave the guest an ice pack to put on her thumb and asked her to see her after the movie was over. After the movie, the girls were waiting for the guest and asked how she was doing. Rachel and Martina were commended for their friendly assistance.

This is awesome ladies, such a great Caring story!

doing. Rachel and Martina were commended for their friendly assistance. This is awesome ladies, such a

L A U R E N

H O Y T S

W O D E N

We received some great feedback from a guest about Lauren:

“My daughter and I visited HOYTS last night and were served by Lauren. As I normally go to Limelight, I was being annoying and asking a lot of questions about pricing of tickets and combos. Even my daughter was nudging me telling me to stop being so annoying with all the questions. Lauren was extremely lovely and did not get frustrated at all and took time to answer every single question I had to ensure we had a great experience. She is a valuable asset to your team.”

Such a great example of living our Caring value Lauren!

had a great experience. She is a valuable asset to your team.” Such a great example

A guest provided us with some lovely feedback about Madison:

M A D I S O N P A L L O T A

"We came to HOYTS Forest Hill to see a film, but unfortunately it was cancelled and Madison suggested another film. My sister has previously had a bad experience in relation to what the film was about, but thought she would be okay to watch the film. As soon as it started she realised she couldn't watch the film and left the theatre and was given a refund and exceptional sympathy from Madison. We wanted to commend Madison on her great customer service."

Keep up the amazing work Madison! You're definitely showing our Caring value.

H O Y T S

F O R E S T

H I L L

L A U R I A N N E

H O Y T S

M T

D R U I T T

A guest attended a movie with her grandmother and unfortunately, her grandmother had a bad fall, resulting in her unconsciousness and bad cut to her body.

Laurianne attended to the incident. She made sure an ambulance was called immediately and stayed with the guests until they arrived. The guests commended her on her display of customer service and compassion towards the unfortunate incident.

Well done Laurianne! You’re definitely displaying what our Caring and Focused values mean. Keep it up!

N A O M I T E A M & H O Y T S

N A O M I T E A M

&

H O Y T S

W A R R I N G A H M A L L

N A O M I T E A M & H O Y T S W

A couple invited a group of ten boys for their son's 6th birthday to see Cars 3. After the movie, one of their son's friends had a seizure. All of the staff were extremely professional in assisting them, keeping the guests calm, providing barricades for privacy and allowing the ambulance safe and quick egress. The parents expressed their gratitude and couldn't thank them enough for what they did to assist.

couldn't thank them enough for what they did to assist. Good job Naomi and to the

Good job Naomi and to the team at HOYTS Warringah Mall! This is what our Caring and Focused values are about!

to assist. Good job Naomi and to the team at HOYTS Warringah Mall! This is what

G E O R G I A A N N A

&

G E O R G I A A N N A &
 

H O Y T S

C H A D S T O N E

Georgia and Anna assisted with a man lying unconscious in the shopping centre. He was suffering from chest pain. They contacted an ambulance and waited with him until it arrived. A week later the man returned to the site to thank the girls for being so helpful and going out of their way to assist him.

week later the man returned to the site to thank the girls for being so helpful
week later the man returned to the site to thank the girls for being so helpful
Well done to Georgia and Anna!

Well done to Georgia and Anna!

 
 
the girls for being so helpful and going out of their way to assist him. Well

H O Y T S

B O T A N Y

D O W N S

T E A M

Gordon and the team at HOYTS Botany Downs screened a special private screening of Star Wars: The Empire Strikes Back for a terminally ill man who wanted to watch his favourite film on the big screen.

The team collaborated with Fox, Disney, Hasbro and Lego to organise this event.

Well done to the team at HOYTS Botany Downs! You embodied our FIERCE values and went above and beyond for our guests.

H O Y T S C H A R L E S T O W N

H O Y T S C H A R L E S T O W N

T E A M

A guest expressed their thanks to the team at HOYTS Charlestown for their outstanding efforts. She booked tickets accidentally for the wrong day and had turned up the day prior to the booking. Not only were the staff and management apologetic, but they were extremely well prepared and offered perfect alternate options. She was very pleased with the outcome. The guest expressed how they excelled in keeping her happy and comfortable.H O Y T S C H A R L E S T O W N H O Y T S C H A R L E S T O W N

how they excelled in keeping her happy and comfortable. Well done to the team at HOYTS
how they excelled in keeping her happy and comfortable. Well done to the team at HOYTS
how they excelled in keeping her happy and comfortable. Well done to the team at HOYTS

Well done to the team at HOYTS Charlestown, we love seeing our team Caring for our guests!

O L I V I A & K A I T L Y N H

O L I V I A

&

K A I T L Y N

H O Y T S

B L A C K T O W N

O L I V I A & K A I T L Y N H O
Being a very busy day at the cinema, a guest complimented Olivia and Kaitlyn on
Being a very busy day at the cinema, a guest complimented Olivia and Kaitlyn on

Being a very busy day at the cinema, a guest complimented Olivia and Kaitlyn on how they handled the pressure so well and still had the best customer service, smile and very polite to her and her daughter. Kaitlyn even managed to save her a few dollars as well by becoming a HOYTS Rewards member. She expressed how she'll be returning to HOYTS regularly purely because of the service she received

Great work ladies! Keep up the Excellence value!

returning to HOYTS regularly purely because of the service she received Great work ladies! Keep up
to HOYTS regularly purely because of the service she received Great work ladies! Keep up the

Manager Steph was on site when a lady collapsed inside a cinema. She facilitated looking after the guest while waiting for an ambulance to arrive.

Steph studies nursing and was very quick on her feet in assisting, ensuring the guest’s medical needs were attended to quickly.

Excellent work Steph, definitely showing how we Care for our guests!

S T E P H C H R I S T I E

H O Y T S

G A R D E N

C I T Y

R O B B I E

H O Y T S

B R O A D W A Y

A guest wrote to express their appreciation for one of HOYTS Broadway's managers, Robbie.

Robbie was on duty when he found a lost mail parcel containing some very important documents. Robbie contacted the guest to let them know that he had found the lost mail parcel and kindly assisted them to retrieve them. The guest was deeply appreciative for Robbie's highly professional manner and helpful assistance.

Well done, Robbie! Definitely going above and beyond with our Empowered and Caring value!

manner and helpful assistance. Well done, Robbie! Definitely going above and beyond with our Empowered and

J O N

H O Y T S

&

T E A M

E A S T G A R D E N S

Jon and the team at HOYTS Eastgardens assisted a guest who suffered cardiac arrest whilst watching a movie during the January school holidays.

There was a line of people rotating CPR and fortunately enough there was a doctor in the cinema to further assist until the paramedics arrive.

Well done to Jon and the team at HOYTS Eastgardens! You're displaying our Focused and Caring values!

arrive. Well done to Jon and the team at HOYTS Eastgardens! You're displaying our Focused and
K A T E L Y N
K A T E L Y N
K A T E L Y N

K A T E L Y N

K A T E L Y N H O Y T S S A L I

H O Y T S

S A L I S B U R Y

Katelyn received an absolutely glowing guest commendation for her excellent customer service, brilliant attitude and for creating a positive cinema experience for a guest and her young family.K A T E L Y N H O Y T S S A L I

It is even more exciting to note that it was one of the youngest children’s first visits to the cinema. Thanks to Katelyn going above and beyond with her customer service, she has now built life-long, positive memories for that child and his family.brilliant attitude and for creating a positive cinema experience for a guest and her young family.

Excellent job Katelyn!

her customer service, she has now built life-long, positive memories for that child and his family.

S T E P H A N I E B U R R I S T E P H A N I E B U R R I S

H O Y T S

T E A

T R E E

P L A Z A

A guest called up the management team at HOYTS Tea Tree Plaza and told them how Stephanie went above and beyond in order to help his autistic son when in need. The guest made special mention of Stephanie's caring nature and that she spent some precious extra seconds with his son at the candy bar which helped to calm him down and make their experience a whole lot more enjoyable. He said her customer service was second to none and it was great to see a young person being so compassionate in a work environment.P L A Z A P L A Z A

customer service was second to none and it was great to see a young person being
customer service was second to none and it was great to see a young person being

Well done Stephanie, this is a great story about our crew portraying our Caring values!customer service was second to none and it was great to see a young person being

A mother of three had an unfortunate experience of tripping over in a cinema and spraining her wrist.

Rachael took it upon herself to immediately entertain the three children whilst the mother received first aid and liaised with HOYTS and Westfield Centre Management.

Great job Rachael! You're going above and beyond in displaying our Caring value!

R A C H A E L B A R B A R I N O

H O Y T S

C H A T S W O O D

W E S T F I E L D

K A T E

H O Y T S

G A Y F E R

S O U T H L A N D S

An elderly gentleman fell backwards when he reached the top of the shopping centre escalators and fell backwards on his granddaughter who tried to stop him from falling, however didn’t stop him completely.

Kate assisted straight away and provided first aid to the gentleman as he had cut his head open and grazed numerous other areas of his body. She also helped calm the grandchildren he was with. Kate stayed with them for the whole time until the ambulance arrived. Even though the escalators aren’t a part of HOYTS, Kate didn't hesitate to help this gentleman.

Great work Kate, this shows our crew Caring for our guests!

of HOYTS, Kate didn't hesitate to help this gentleman. Great work Kate, this shows our crew

N A O M I

H O Y T S

W A R R I N G A H M A L L

A guest wrote in to thank Naomi on her compassion and assistance when she had fallen over on site. Her customer focus and attention to detail was noted highly and is a significant credit to HOYTS and the high standards within our teams.

Well done Naomi on your efforts! You are definitely demonstrating our Caring value!

the high standards within our teams. Well done Naomi on your efforts! You are definitely demonstrating
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