A Project Report

On
One Month Induction
as Facility Duty Officer at QFX Central Cinemas for
Lalit Cinemas Pvt. Ltd.

Submitted By:
Bijaya Sagar Lamichhane
Duty Officer
Lalit Cinemas Pvt. Ltd.

Submitted To:
Mohan Thapa
Human Resource Manager
Team Quest

Date of Submission
5 November 2015
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ACKNOWLEDGEMENT

I would like to express my deepest appreciation to all those who provided me the possibility
to complete this report. A special gratitude I give to Team Quest, my employer who provided
me this opportunity to work for one of the successful organization of Nepal,
My sincere thanks goes to Mr. Bivek Kafle (Sr. Duty Officer), Mr. Shankar Mani Nepal
(Duty Officer), and Mrs. Karuna Gautam (Jr. Duty Officer) of QFX Central Cinemas, whose
contribution in stimulating suggestions and encouragement, their full support helped me to
understand my duties and responsibilities in very short period and also helped me a lot to
coordinate in writing this report.
Besides my responsible person for induction, I would like to thank the Mr. Sushil
Manandhar, Assistant Facility Manager of QFX Central Cinema who provided me an
opportunity to join his team, and who gave access to the all operation and facility. Without
his precious support it would not be possible to comprehend the whole operation and conduct
this report.
Furthermore, I would also like to acknowledge with much appreciation the crucial role of the
Mr Bijaya Gurung, Mr. Prashant Rai, Mr. Prahlad Koirala, Mr Ram Mani Ghimire and the all
CSA staff of QFX Central Cinemas, who closely coordinated with me to understand each and
every operation of Facility from the joining date to the till date.
Last but not least, many thanks goes to my Assistant Manager, Mr. Manas Raj Joshi whose
continuous inspiring effort in guiding me to complete this report. I have to appreciate the
guidance given him to improve my project report and his comments and advices.
Nevertheless, I express my gratitude toward all the individuals of Team Quest and QFX
Central Cinemas for their kind co-operation and encouragement which helped me in
completion of this project.

Bijaya Sagar Lamichhane

5th November 2015

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TABLE OF CONTENT
COVER PAGE
ACKNOWLEDGEMENT
TABLE OF CONTENT
1. CORPORATE PROFILE

1.01 Introduction
1.02 Vision
1.03 Companies
Team

2. EMPLOYEE MANAGEMENT

2.01 Hygiene maintenance of employee

2.02 Preparation of duty roster
2.03 Monitoring outsourcing staff
2.04 performance evaluation of staff
2.05 Maintaining daily log book
2.06 handling lost and found

3. CUSTOMER SERVICE

3.01 Guiding all unit staffs in dealing customers nicely

3.02 Supervise monitor & publicity materials

4. TICKETING UNIT

4.01 Cash collection process

4.02 Refund ticket management
4.03 resolving issues around ticket counter
4.05 Identifying staffs requirement in the ticket counter
4.06 Managing customers vouchers

5. BOOKING UNIT

5.01 Track fake customer and deal with them

5.02 Handle passes of BOD and VIP

6. FOOD AND BEVERAGE UNIT

6.01 Maintaining the quality of F&B

6.02 Preparation of Sales report
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6.03 Maintaining cleanliness in the F&B unit

6.04 Identifying F&B staff requirement
6.05 Verifying expiry date of the food items

7. CLIENT SERVICE

7.01 Handling customer complaints and queries

7.02 monitoring staff customer
7.03 Handling Facebook winners

8. FINANCE

8.01 Managing Food & Beverage inventory

8.02 Maintaining stock as per sales forecast

9. FACILITY MANAGEMENT

9.01 Managing facility management

10. HR & SECURITY

9.01 Mobilizing staffs

9.02 Handling staffs issues and grievances
9.03 Monitoring CCTV and its uses

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1. CORPORATE PROFILE

1.01 Introduction:
Team Quest is modern Nepali investment company established in 2001 to increase
shareholder value, primarily through net asset value growth.
Team Quest has been venturing into many service categories, continuously adapting to
take advantage of new business opportunities. Team Quest has been serving in the Nepali
market in real state, multiplexes, movie distribution and fooding section.

Team Quest achieves sustainable growth and profitability through innovate thinking.
With deliberate application of information, management initiatives and imagination Team
Quest believe it can turn ideas into products and services for which there is demand.
Team quest is based on process-and-system operation, but flexible enough in taking
calculated risks with in-depth understanding of marketing conditions. Team Quest
ensures that their work structure and processes lead to positive outcomes. Venturing into
newer products continuously leads to further growth.

1.02 Vision

To provide the highest quality of service

and support to our clients and help them

achieve their organization goals.
1.03 Companies
Team Quest has owned various companies ranging from movies to real estate.

QFX Cinemas
Team Quest manages QFX Cinemas located in several
areas of Kathmandu including popular shopping
destinations. Together the world-class auditoriums have a
capacity of approximately 2300 seats with standard
gastronomic.

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Apple Entertainment
Apple Entertainment, which distributes English and
Hindi language movies in Nepal, is another one of Team
Quests interests.

Fresh Food Centre

Fresh Food Centre is established to cater to the needs of
movie theatres, the Fresh Food Center Company provides
food and beverages to all QFX Cinemas.

Digital Cinema Nepal (DCN)

Digital Cinema Nepal (DCN) provides distribution and
exhibition services to an ever-growing cinema network all
over Nepal. By distributing content in digital format DCN
has made cinemas accessible to a larger section of the
population all across the country.

LABIM
Team Quest investments now extend to real estate with the
development of the newest shopping and entertainment
complex in Nepal, the LABIM Mall. With its 3 state-of-theart cinema theatres, a variety of restaurants and food courts
and a range of exclusive boutiques, LABIM Mall is a unique
address that is setting industry standards for shopping and
entertainment experience.

1.04 Team
Bhaskar Dhungana
Nakim Udin
Rajesh Kumar Siddhi
Roshan Adiga

Board of Directors
Board of Director
Board of Director and Chairperson
Board of Director and Chief Operating Officer

Jenish Pahari
Mohan Thapa
Surendra Kumar Thapa
Binod Poudel

Business Analyst
Human Resources Manager
Senior Operation Manager
Facility Manager

Lalit Cinemas
Manas Raj Joshi

Assistant Facility Manager

Santosh Thakur

Accountant

Bijaya Sagar Lamichhane

Facility Duty Officer

Sindhuja Pradhan

Facility Duty Officer

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2 | EMPLOYEE MANAGEMENT
2.01 Hygiene maintenance of Employee
It is vital that good standards of personal hygiene are
maintained by all concession staffs along with back
of the house staffs. Messy looks of staff may create
negative impression towards to our customer
whereas contaminated hands will spread bacteria
around a concession very quickly and may spread
transferrable germs to finished and raw foods. To
prevent cross contamination of food and beverage it
is essential to follow up every personal hygiene
etiquettes.
CSA staff should represent themselves in concession and ticket counter with proper
grooming standard.
CSA staff should use polite language and formal terms while dealing with customer.
Staff should thoroughly wash and dry their hands before and after serving food and
beverage.
Female CSA staff should tie back their hair properly and cover it with hair net.
All the staff should wear clean and well pressed uniform with name batch while on
duty.

2.02 Preparation of Duty Roster

Duty roster is an information schedule prepared
to assign certain task, shift, off days and
responsibilities to the staffs. Facility Duty Officers
are responsible for staff scheduling and preparing
duty roster. We prepare duty roster twice in a
month
in rotation basis and publish it in staff notice board
to inform them about their work station.
We also have to input staff duty roster in our Zinob
Software so that Human Resource Management can
prepare payroll for staffs.

Here are the procedure for making duty roster through HR software:
Open Zinob Software via browser with IP address 192.168.0.15.8181
Log in with username and password.
Go to Company > Organization Setup > Duty Roster
Enter name, month and date in given format i.e. Bijaya(Ashwin24-30)
Input the duty starting time, ending time and day off in blank spaces as per excel
sheet.
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 Click save.

Go to Employee tab.
Click temporary shift
Input the division name i.e. Central Cinemas
Find the staffs name whose roaster we are making.
Select the roster date which usually appears down the list.
Write starting and ending date in given format i.e. 2072/06/30
Click Save.

At last, click on Attendance tab.

Create attendance summary.
Create monthly summary

2.03 Monitoring Outsourcing Staff

QFX Cinema has outsourcing staff from two different company for Security and Cleaning
purpose.
Garud Security is handling all the security responsibilities within QFX Cinema
premises whereas G4S is handling all the cleaning job.
Monitoring Security Employees:
Security personnel should perform security check of each customer from check in to
check out from the property in standard way.
Security staff should put their eagle-eyed sight in public area to prevent potential
issues which may arise in public area.
Security staff should strictly check customers belongings which are not supposed to
take inside the auditorium.
Monitoring Housekeeping Employees:
G4S staffs are responsible to check-in and check-out procedure thus they have to pay
careful attention to fraud customer.
Housekeeping staff should conduct regular cleaning to give aesthetic appeal to public
are and auditoriums.
Housekeeping staffs should honestly report to duty officers if they find lost
belongings during cleaning the public area and auditorium.
Housekeeping staff should be on standby mode in concession area to manage queue
and express cleaning job if required.

2.04 Performance Evaluation of Staff

One of the vital important responsibility of Duty Officer is to evaluate daily performance of
staffs. Evaluating regular performance of staff encourages to perform better. Duty Officer can
find out the strengths and weaknesses of staff and deal with them to make their work more
productive. Following points should be regularly noticed of staff to maintain performance
evaluation:
Personal hygiene
Planning, organizing and controlling
Communication
Professional ability
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 Dependability and adaptability

Emotional maturity
2.05 Maintaining Daily Log Book
Daily Log Book is a communication sheet that conveys message from one shift to another
shift about required maintenance and performed maintenance of facilities and amenities.
Morning shift duty officer maintain this log book and handover to next duty officer or send it
via mail to inform him/her about the operation.
Daily log book is also called maintenance log book which consists maintenance and
complaint report, action performed, date and remarks.

2.06 Handling Lost & Found Items

An item left behind by customer either in the auditorium or in public area identified by any
cleaning or G4S staffs and brought under the notice of supervisor is termed as Lost and
Found item. We, duty officers are responsible to keep those items with full detail safely in
lost and found section until customer claims their items in certain period. Perishable items are
kept for limited time period whereas non-perishable items are kept for 1 year. If customer
claims their items within certain period, we release it by doing some paper work. If customer
does not come to claim their item, we distribute that item to staff who had found it or
distribute among all staffs.
The process for maintaining lost and found items are enlisted below:
All staffs are instructed to inform duty officer or manager with immediate attention.
All items received as lost and found items received to be recorded in lost and found
log book with full details.
Items should be categorized in to valuable and non-valuable or perishable and nonperishable.
All effort should be made to return to the customer as soon as possible.
Contact customer via telephone call or email if there is any related information about
customer in lost and found items.
If customer comes to receive their lost items, ask all the information like date, movie
name, show time etc. to make sure that the item belongs to right customer.

3 | CUSTOMER SERVICE
3.01 Guiding all unit staffs in dealing customers nicely:
We are in service industry and we serve our products with high servicing standard along with
pleasant smile that not only feed our customer physically but also reflects that we are serving
them in high level standard.
Being polite and behaving in nice manner create positive impact on our customers mind
which not only make them to feel good but also create way to do further business with them.
In following way we can deal with our customers:
Speaking politely
Use formal and respectful language.
Always acquire term guest are always right
Try to put ourselves in our shoes.
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 Always give an option for customer for their choice.

3.02 Supervise, monitor and publicity materials:

Publicity materials/ translight/postures are an information about product or any commercial
materials. We, Duty Officers get email from marketing department about publicity material
informing whole detail. When we get publicity materials including film posters, we distribute
it to G4S and Security personnel to display them in respective area for media exposure
purpose.

4 | TICKETING UNIT
4.01 Cash Collection Process
We have several POS (Point Of Sale) machine to sale our products including from tickets to
food and beverage. Office Executive is responsible for collecting cash from every POS and
we have responsibility to supervise them to circulate this process in smooth way.
OE collects cash including petty cash and daily sales from every CSA staffs who have
operated POS machine for current day.
OE checks cash collection from tickets and foods (mini and main concession) with
our back office system software.
Input the cash denomination of daily tickets sales and tally the collected amount in
computer system.
Inform CSA staffs if there any cash short and receive short money from them to make
collected amount equal to computer sales.

4.02 Refund Ticket Management:

Sold tickets and foods cannot be refunded. This is our company policy. Actually, this type of
policies are held in every service industry. We are not supposed to refund sold tickets or food
until we face any critical case on them.
In following cases we can refund tickets:
If customer is drunk
If any natural disaster take place during show
If show is delayed and customer refuse to take the service
If customer request to refund half an hour earlier to show.
Following are the process of refunding tickets:
Go to transaction tab to view all the transaction that are held on particular day.
Select the transaction of sold tickets with the help of seat number and movie name.
Click on refund transaction.
Log in with authorized card.
Select the reason behind refunding transaction which can be selected from the list.
Now, tickets will be refunded and will get refund copy from printer.

4.03 Resolving issues around ticket counter:

Ticket counter is public area in QFX Cinemas where we sell tickets to our customer. It
usually gets busy every time. When we have blockbuster release in our theatre, ticket counter
will also have overwhelming mass of people for purchasing tickets. If we do not put our sight
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to this area, several kinds of issues can arise within customer and CSA staffs or customer
between customers.
We are responsible for making smooth workflow in this area and provide quality
service in very small time.
We should always check cctv footage displaying in TV monitor to ensure that
everything is in right way.
At least one security personnel should stand in ticket purchasing area to maintain a
queue and resolve the potential issues that could arise in ticket counter area.

4.05 Identifying staff requirement in the ticket counter.

Ticket counter remain all time busy while on operation. POS machine, printer, ticket roll,
microphone, ATM swiping machine and roll, writing materials, telephone are the items found
in ticket counter. Checking this items on regular basis and dealing with maintenance and
supply these things when needed is one of the most important duty of Duty Officers. Time to
time checking of CSA staff performance and fulfilling required amenities during service
helps to facilitate customer with high standard of service with low time consumption.

4.06 Managing customers vouchers:

A ticket or food voucher is a bond of the exchangeable transaction type which is worth a
certain monetary value and which can be used for purchasing tickets, foods and beverages in
any outlets of QFX cinemas. Marketing department of Team Quest provide several kind of
vouchers to any organization and customer as gift hamper. While dealing with customer
voucher, CSA staff scan the bar code and check the category of voucher in system.
Depending upon category and value of voucher customer can use that voucher for tickets and
food.

5 | BOOKING UNIT
5.01 Track fake customer and deal with them:
We serve for public and our customer could be anyone who is able to pay for our service
either he is a pauper or a VIP person. Skippers or fraud customers can be found anywhere in
business and they are not rare case in service sector. We, as duty officer should keep strong
sight to this kind of people when there is large mass of people gathering in ticket and food
counter. Fake customer can present used tickets or receipt for collecting tickets and food from
counter. So at this time we should notice their each and every activity during their presence
either by tacking them by bare eyes or via cctv. We should inform security department to
give careful attention while there is rush at ticket counter and food counter. We should
coordinate with security supervisor to allocate security guard in public area where customer
can use their crook mind.

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5.02 Handle passes of BOD and VIP:

Every team member and employee of Team Quest have certain amount of movie passes
depend upon their post and role. Handling passes of tickets and providing high class service
to our internal guests is also one of the vital role of Duty Officer.
Our every customers are valuable asset for us. But while dealing with Board of Directors and
VIPs we have to pay extra attention. Greeting BOD members or VIP in respectful manner
shows the devotion toward our work and organization that we work for. Gently, we have to
ask if they have made any reservation or booking for a show. We have to try to provide their
passes without bothering them and asking for complementary card unless we are not able to
recognize them personally. Duty officer should guide them to their seats and wish them to
enjoy their time.

6 | FOOD & BEVERAGE (F&B) UNIT

6.01 Maintaining the quality of F&B
Maintaining the quality of food and beverage item it like maintaining the reputation of our
organization towards our customer. Our service reflects the standard of our brand. So, we
have to regularly inspect the all ongoing activities while preparing food and serving them to
customer in hygienic way. From hot to cold drinks and from raw to finish product, we have to
use standard operation procedure to serve them to our customer.

6.02 Preparation of Sales Report:

Daily Food Sales report is prepared on daily basis to maintain the report of total sold foods
and beverages on the particular day. Sales report is prepared by Duty Officers while closing
the whole operation. The main purpose of preparing the sales report is to forecast the
performance of our regular business
Daily Sales Report provide following information:
Total revenue of the day
Total opening and closing inventory
Sales rate and unit
Credit sales and discount sales
Damage items

Following are the process of preparing Sales Report:

Editing Concession stock:
Open spreadsheet of Daily Food Sales report.
Copy all unit of adjustment available column.
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 Paste copied units to available column.

Input unit of in, out, damage and physical closing from concession stock log book
which is manually prepared by CSA staffs.

Editing Main/Mini Concession:

Copy final computer closing unit and paste it on opening computer stock.
Input in stock unit, discount sales unit, credit sales unit, damage unit and computer
closing unit viewing from the back office system.
Input physical closing of closing stock from main and mini concession log book
which is manually prepared by CSA staffs at the time of operation closing.
Enter the sales amount in cash submitted column.
Adjusting differences unit of closing stock:

If Access
Raw products
Finished products

Add from stock adjustment

Add on stock adjustment
Dispatch from sales point
If Short

Raw products
Finished products

Deduct from stock adjustment

Deduct sales point stock adjustment
Deduct from stock adjustment

6.03 Maintaining cleanliness in the F&B Unit:

Cleanliness is an important component of the consumer experience and this is strongly
monitored by customer in food and beverage service sector. Clean territory and well groomed
staffs can create clean image of food in customer mind. All CSA staff should present
themselves in well grooming while on duty. They should follow up the standard way of
preparation and service of food to the customers. We, as duty officer, have responsibility to
check staffs grooming from top to bottom regularly. Our organizations image has been
added to our personality which we show to our customers in working station.

6.04 Identifying F&B staff requirement:

Food and beverage is second largest revenue earning department in QFX cinemas which
occupies up to 40% of total sales. We sell light snacks, bakery and pastry items, pop-corn,
cold drinks and hot drinks in our food and beverage service outlets. Concession should have
all of mentioned items in stock to provide full time eatery service to our customers. Checking
available items in concession and delivering required materials would help to create smooth
operation at the sales point. Duty Officers should check in back office computer system for
self-update about available unit in concession.
If any raw and finished material stock seems lack, we should immediately make a call
to distributor or vendor for fast supply. In case of shortage in raw materials duty officer
should inform to logistic personnel to distribute required materials from main stock. It is our
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major responsibility to make smooth flow of F&B staff requirement to provide high level
service and maximize the total sales.

6.07 Verifying expiry date of the food items:

Every food and beverage have durable life dating. We are supposed to serve our customer
with fresh and hygienic food and beverage items. Regular inspection of food items for
consumption validity help to maintain hygienic service. We mostly sell bakery and pastry
items in our concession which should be consumed in minimum time period. Duty officer
should inform CSA staff to check manufacturing date and expiry date while receiving from
vendors. Items with minimum period expiration should be returned to vendor to maintain
well balance in damage items which could generate too much loss if dealt with negligence.

7.0 CLIENT SERVICE

7.01 Handling customer complaints and queries:
We strive to provide an excellent service in terms of quality of work, timely delivery,
professional behavior, customer service and value for money. As a member of same
organization employee, we, everyone must pay high attention to our customer to make their
experience great. We should act as reception personnel when customer want to enquiry about
our service and also should be ready to deal with their complaints and dissatisfaction when
needed. Customer feedback, both positive and negative, is very helpful for betterment of
service. So, while dealing with their feedback, queries and complaints we must pay extra
attention because if we do not care their words we may lose further business with them, and
this is not our organizations motto.
We have feedback and complaint boxes in public area of QFX premises including exit
area of all auditorium. Marketing executive is responsible for collecting all complaints from
all QFX Cinema outlets and bring to Team Quest for further action. Customer also can
complain or give feedback via QCQ (Quality Control Questionnaire) from our official
website www.qfxcinemas.com

7.02 Monitoring staff customer:

We are one of the employee of Team Quest. As like us, Team Quest has owned various
business sector like Apple Entertainment, DCN, Fresh Food Centre, QFX Cinemas, Labim.
Every employee from above companies are our internal customer. While dealing with our
internal staff we have to give careful attention as we give to our other customers. If we do not
serve them well, we could have lots of drawback.

7.03 Handling Facebook winner:

QFX Cinema has quiz contest named QFX QUIZ on Facebook when new movie release.
Movie related questions are asked with posting in official Facebook page of QFX Cinema
(www.facebook.com/qfxcinemasnepal). Marketing department announces 5 winner who have
given correct answer of asked question. Winners will be facilitated with 2 nos. of soft drink
(450 ml) and 1 no of medium regular pop-corn.
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 Marketing department sends email to duty officer with name and facebook profile url
of quiz winner.
Duty Officer identifies facebook winner with their personal ID card when they come
to QFX premises to claim their prize.
Duty officer provides their ticket and food voucher.
8.0 FINANCE
8.01 Managing Food & Beverage inventory:
Duty Officers are responsible to manage food and beverage inventory after issuing from main
stock by logistic. DO should have mutual coordination to logistic to keep managed inventory
status in concession store.
While receiving F&B items from vendor we should coordinate with logistic for accurate
quantity and quality of goods that we receive. We should assist logistic personnel while
receiving goods from receiving area.

8.02 Maintaining stock as per sales forecast:

We can forecast the sales while creating daily food sales report. Daily Sales Report (DSR)
helps us to maintain well balance of inventory in our stock. We have to give serious
consideration on available and shortage stock in our stock. Accurate requisition should be
made if there is any shortage of materials in our stock. While closing the operation we have
to give serious look towards available quantity of material and should call to vendor for next
day operation.

9. FACILITY MANAGEMENT
9.01 Managing Facility Management:
Regular maintenance activities should be followed while preparing checklist during opening.
We have to list all required maintenance for malfunctioned materials to log book and should
follow up immediately to resolve the issues.

We communicate with various outsourcing

company to fix our problems. Contact details
of each and every relevant personnel should
be kept to follow up for maintenance. If we
have any required maintenance in our service
area we should contact immediately to
concerned number. After contacting them we have to write remarks for further update.

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10 HR & SECURITY
10.01 Mobilizing staffs:
Successful mobilization of staffs in required period can create smooth workflow. Duty
Officers have full privilege to create roster, change shift and make them to work under
rotation. Well management of staff during rush hour can eliminate poor service.
Duty Officers should use their tactics when lack of staffs during any operation. While
creating shift and making duty roster staffs should be asked for their availability in future
days. Correct communication should be done between CSA staffs and duty officer regarding
their off days, sick leave and casual leaves.

10.02 Handling staffs issues and grievances:

Staff grievance occurs every workplace and duty officers are responsible for handling them
properly to maintain harmonious and productive work environment. It is important role of
duty officers to treat all CSA staffs fairly and receive prompt responses to problems and their
concerns.
Following steps can be forwarded to handle staffs issues and grievances:
Acknowledge the grievance as good listener.
We should act genuinely, once we ascertain the facts.
We have to try to eliminate the root of the problem so that it can prevent further issues
among staffs.
We should have friendly type communication within staffs to deal with grievance
effectively.

10.03 Monitoring CCTV and its uses:

It is crucial to take security seriously in service business. The primary use of CCTV system in
our premises is the surveillance of our property. We serve for different type of patrons who is
able to pay for our service. The uses of CCVT has been increasing in our business to monitor
and record all activities of our customer. This make investigation process accurate with proof.
Following are the importance of uses of CCTV:
Prevent crime
Track fake customer
Prevent employee theft
To make useful piece of evidence
Protecting our property and staffs
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Encouraging good behavior.

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CONCLUSION
The project report is relatively short, time-delimitated project which ran during induction
training for Duty Officer Post for QFX Labim. This project report has enlisted all the
standard operation of each and every duty and responsibilities which should be performed by
facility Duty Officer. During making of this report I found most of the activities are
performed in standard way to create positive impact to the customers.
I hope this report may be useful to new comer employee in the post of duty officer to
understand their responsibilities.
I would be glad to receive feedback and comments.

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