PVR Cinemas

HOW TO RESPOND TO PATRON INSTRUCTIONS

Both assurance and time guarantees have to be given.

When patrons give you any instructions use “Certainly Sir/ Ma’am” or “Very well Sir/ Ma’am”, in
response. If you know the patrons name, please use that instead of Sir / Ma’am.

Examples:
Patron : I’ll take J 14-15 seats.
You : Certainly Sir/Ma’am. I’ll book J 14-15 for you for……(mention show time & date)

Patron : Two 3D glasses please.

You : Certainly Sir. 2 glasses for you. Enjoy the movie.
Very well sir. Here are 2 glasses for you. Enjoy the movie.

INSTRUCTIONS WHERE THERE ARE SPECIFIC QUESTIONS TO ASK

Examples:
Patron : Could you get me a popcorn and a Pepsi?
You : Certainly Sir/Ma’am. Popcorn for one or two? And can I get you a large Pepsi?

Patron : 2 tickets for The Lion King.

You : Certainly Sir/Ma’am. Would you like tickets for 3D show or 2D?

Patron : Can you please call the chef?

You : Certainly Sir/Ma’am… just a moment.

Some more examples:

 Can you try another card if this one is not working
 Can you cancel these seats and book for another ones
 Can you give me room temperature bottle
 Can you please escort my mother to the seats please.

HOW TO RESPOND IN SITUATIONS WHERE ONE AGREES WITH A PATRON

When you have to agree with the patron use “That’s right Sir” or “That’s correct Sir”
Examples:
Patron : Do you serve pizzas and pasta?
You : That’s right Sir/Ma’am, we do serve pizzas and pasta.
In pizzas ____________ and in pasta _____________ is very popular.

Patron : Is there an interval in this movie?

You : That’s correct Sir/Ma’am”- there is an interval in this movie.

Other options- “You are right Sir/Ma’am”, or “you are correct Sir/Ma’am”

GIVING TIME GUARANTEE WHEN TAKING ORDER OF A DISH

 PVR Cinemas

Team to be aware of how much time does a dish take to prepare.

Examples:
Patron : I’ll have a veggie delight burger and a Pepsi.
You : Very well sir. Would you like a cheese slice in the burger and a large Pepsi?
Patron : Yes. Okay.
You : Very well. That would be Rs _______.
The burger will take 5 minutes Sir / Ma’am or,
Please allow 5 minutes for us to prepare the burger Sir / Ma’am.
May I know you seat number? I’ll have it delivered to the seat / I’ll deliver it to you.

Patron : I’ll have a barbeque chicken pizza

You : Very well sir. 1 barbeque chicken pizza (repeat while punching the order in POS)
How about a chocolate shake along with pizza Sir?.
Patron : Yes. Alright.
You : Very well. That would be Rs _______.
The pizza will take 12-15 minutes Sir / Ma’am or,
Please allow 12-15 minutes for us to prepare the pizza Sir / Ma’am.
May I know you seat number? I’ll have it delivered to the seat / I’ll deliver it to you.

WHEN A PATRON ASKS YOUR OPINION ABOUT AN AVERAGE MOVIE

Be careful NOT to say any movie as bad or not performing well.
You can talk about any one highlight of the movie and base your answer on it.

Examples:
Patron : How is Kalank movie?
You : A lot of our patrons have liked it Sir or
Many have liked it sir. A lot of our patrons loved the songs and camera work.

Patron : How is _________ movie?

You : Many people have like it sir. They loved (actor name) performance in it.

Patron : How is Godzilla movie?

You : Many patrons have given good feedback about it sir.
They said that the special effects are very good.