Hi I just found this thread and yes I have TONS of questions I hope that can get answered based on my experience dealing with my local theater and it's GM. -My local Regal IMAX theater began having a lot of issues in the IMAX Auditorium. I first noticed it during that preview IMAX showing of Inhumans IMAX. The rear right speaker would distort often throughout the film and the same issue occurred with other films including "IT". Each time it happened I reported it and management of duty said that probably "Dunkirk damaged the speaker as it was a loud movie..." and they would give me an IMAX readmit pass. I got so fed up that (because that wasn't the only issue with that IMAX) I actually reported it to IMAX HQ and IMAX HQ responded quickly to the QA issue. By the time Justice League came around the issue was fixed and I was happy...however.. The issues I have encountered last year with that IMAX pushed me to the point that I actually had to report it directly to IMAX after dealing with the theater. These issues include: Kong Skull island IMAX 3d: someone forgot to activate the 3d projector (according to management's explanation) so the first 10 mins no one's 3d glasses worked..a bunch of us had to run out and report it or thought our 3d glasses were defective. Some guests were so angry they got refunds. GotGv2: They played Fate of the Furious instead of the movie.. man people got up quick for that one to report it to the employees. How do you mess that one up? Justice League IMAX to any film currently playing in that theater in IMAX: Although they fixed the audio issue, guess what the GM did? She instituted a policy to keep the house lights up during the entire movie. I reported it and guess what her response was over email? It was to check to see if guests are drinking alcohol!?!?!!?! No other auditorium in that location has the lights up. How can I verify this policy or report this to Regal HQ. The lights have been lowered a bit since my reporting but they are still on....it kinda distracts from the visual presentation of the screen. -Is it true that if Concession stand employees get penalized if they don't get every customer to upsize their drinks/soda? Meaning they get their hours cut similar to Retail if customers don't sign up for the store credit cards. I just feel that when I politely say no the look I get from them indicates that I just sentenced them to death. I only upsize for big movies like Pacific Rim, RP1, Avengers...not for smaller movies. -If I see someone actually recording a movie on their cell phone...how can I report it to the theater employees discretely? I saw this happen during "Unsane"... ugh. -Why doesn't management help out concessions staff when there is a big rush? I rarely see any manager actually helping out...so my theater there is only one or two people behind the counter when it gets busy. -According to one of the managers I spoke to, she says that some managers stay as late as 2:30am while the rest of the employee's go home....what causes managers to stay late? -In auditorium 3 of that theater, every movie played on that screen is presented in pillbox mode. I reached out to management about this and various managers gave various answers ranging from, "I don't know", to "That's how the movie is presented", to the "the movie is presented FLAT"..yet I can never get a straight answer.. It only happens in that particular screen. What can I do to get that screen issue resolved if the GM isn't doing anything about it? -In the last few weeks I have been noticing certain managers just hanging out in plain clothes just staring at people.. What are they looking for? They are sure acting like security yet they have one guy for security in the theater. -Does Regal HQ ever look into those survey's that are on the receipts and ever get on the case of the GM if there is repeated issues? Sorry for the long questions, but any answers would be appreciated. Thanks!
I'm glad to help! With the IMAX issue, I can only assume they had some trouble with repairing and installing a speaker. It does take a long time and a lot of equipment to take down those speakers, and reconnect them. Not to mention expensive. I mean, the cardboard standee for the 'Solo: A Star Wars Story' took about ten hours to make, so you can imagine how difficult it could be to do that. The fact that it took them so long is a little outrageous, and I definitely would have gotten on management too. For GotGv2, it happens. When black panther came out, we accidentally played it instead of Hostiles... a day before it came out. It was a simple resolution, the projector just sometimes gets mixed up. We have it all automated, and we set the schedule. Sometimes the projector will mix a few up by accident, but we still will always get you the movie you pay for. To report anything to Regal HQ, you can always call 1-877-TELL-REGAL. You may also go to regmovies.com/help/contact if you prefer email discussion. It's true that we get penalized for not offering, but as long as we offer, we'll be okay. Decline away my friend! Most of us don't really care if you buy the large or not, we just don't want to be overheard by a manager (Or sometimes corporate) and get chewed out for not doing it. Recording is a crime, and the last person at my theater was arrested on the spot. If you can find security, you should immediately tell them, and they will be escorted out of the building. Otherwise, find the Usher (They'll have a cleaning cart or an orange light) and tell them who it is, the seat number if you have it, and a description of the person. Sometimes managers will help but most often they are helping guests or preparing the food in the kitchen. When they aren't doing either of those things, they might be on break or might even be on the phone. When they have downtime, they usually help concessions as that is the busiest, or floor staff (Ushers) as it is the most continuous. Yes, some managers do stay as late as 2:30. At my theater, we do have some employees stay that late as well. It isn't uncommon for the last movie to get out at 12:00 AM or even 1:00 AM. Even so, we need to ensure that concessions is absolutely perfectly clean, everything is stocked up, and everyone is done with their work. Most often the theater will fully close (All employees gone) at about 1-2:30 AM. If it is only in auditorium 3, then you should be sure they know that you have visited several times with the issue. You can ask box office to tell you what theater it is in beforehand, and then choose another movie until a different time. If that movie stays in three, the best option might be just to buy it or settle. Now I hadn't heard about that. Most managers do get free movie tickets, so maybe they're there to see a movie and are just ensuring everything is okay. I've never heard of managers sitting and staring at people, that sounds... odd, must be a new situation for your theater. I'm not 100% sure if Regal HQ does that, but sometimes out of nowhere my GM will be extremely strict with certain rules seemingly out of nowhere, so I can only assume corporate contacted her for one reason or another, those receipts might be to blame. I'm glad to answer any questions you have! Let me know if you have any more, and I would try my best to answer you
