FIERC E

HOYTS VIC/ACT
LOCATION MANAGERS

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!

 GEORDIE
HOYTS STAFFORD

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
didnt 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 couldnt
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!
 HOYTS
MT DRUITT
TEAM

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 rowdyguest 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.

Great work team!

 HOYTS
TEA TREE
PLAZA
TEAM
The team at Tea Tree Plaza took part in the Modbury
Christmas Paradeand had an absolute blast doing so! They
towed a float behindacar 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 fromThe 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!
HOYTS CHATSWOOD
MANDARIN
TEAM

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!
TANYA BROWN &
STEPHANIE
TEDESCO
HOYTS HIGHPOINT

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 guestsand eliminate the 'guestpain points' by
opening up the crew to a deeper understanding of how their actions
and added extras can really change and make aguestexperience an
excellent one.

Great effort ladies!

 ZOE
HOYTSMT DRUITT

Aguestcalled 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
theguestmentioned that she was very helpful, polite and friendly.
Theguestsaid it sounded like Zoe enjoyed her job and helping guests!

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

 DAN WALKER
HOYTS
GREENSBOROUGH

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
thisguesthad nothing but praise for the way in which Dan
handled the situation.

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

We received glowing feedback about Madison for

providing excellent customer service by twoguestson 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.

Fantastic work living our Excellence value, Madison!

 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!

HOYTS
SOUTHLANDS
TEAM
 HOYTS EQ
LUX TEAM

We received this fantastic feedback about aguest'sexperience 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!

REBEKAH STEWART
HOYTS EASTLAND

Rebekah Stewart went above and beyond to assist a guest with quite
specific dietary requirements who wanted to attend HOYTS LUX.
Theguestcontacted 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 withLocationManagerShaneto
identify modifications to existing menu items that could be made to suit
this guest. The entire HOYTS LUX crew was made aware that theguest
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!

 HOYTS EQ
LUX CREW

We received this amazing feedback from a very happyguest:

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.

Keep up the great work Edward!

EDWARD
HOYTS CHATSWOOD
MANDARIN
 HOYTS
NORWOOD
TEAM

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 updatedthe gueston the investigation. The head band
was returnedto the guest who thenwrote in to offer a big
thank you to all the staff at HOYTS Norwood, they have
made a little girl very happy and leftthe guestsatisfied.

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

Caring values!
 ANNA
HUSBAND
HOYTS BROADWAY
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.

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

 RACHEL GAUCI &
MARTINA CICAK
HOYTS WATERGARDENS

A guest wrote in about Rachel and Martina from HOYTS Watergardens

expressing her thanks and appreciation for their assistance when she was
stung onher 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!

 LAUREN
HOYTS WODEN

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!

 A guest provided us with some lovely feedback
about Madison:

"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."

MADISON Keep up the amazing work Madison! You're

definitely showing our Caring value.
PALLOTA
HOYTS FOREST HILL
 LAURIANNE
HOYTS MT DRUITT

Aguest 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
theguestsuntil they arrived. The guests commended
her on her display of customer service and compassion
towards the unfortunate incident.

Well done Laurianne! Youre definitely displaying what

our Caring and Focused values mean. Keep it up!
 NAOMI &
TEAM
HOYTS WARRINGAH
MALL

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 theguests 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.

Good job Naomi and to the team at HOYTS Warringah Mall!

This is what our Caring and Focused values are about!
 GEORGIA &
ANNA
HOYTS CHADSTONE

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.

Well done to Georgia and Anna!

HOYTS BOTANY
DOWNS
TEAM

Gordon and the team atHOYTS 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 atHOYTS Botany Downs! You

embodied our FIERCE values and went above and beyond
for our guests.
 HOYTS
CHARLESTOWN
TEAM
Aguestexpressed 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.

Well done to the team at HOYTS Charlestown, we love

seeing our team Caring for our guests!
 OLIVIA &
KAITLYN
HOYTS BLACKTOWN

Being a very busyday at the cinema, aguestcomplimented

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 workladies! Keep up the Excellence value!

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

Steph studies nursing and was very quick on her feet

in assisting, ensuring theguests medical needs were
attended to quickly.

Excellent work Steph, definitely showing how weCare

for our guests!

STEPH
CHRISTIE
HOYTS GARDEN CITY
 ROBBIE
HOYTSBROADWAY

Aguestwrote 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 theguestto let them know
that he had found the lost mail parcel and kindly assisted them to
retrieve them. Theguestwas 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!
 JON & TEAM
HOYTSEASTGARDENS

Jon and the team atHOYTS 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!
 KATELYN
HOYTSSALISBURY

Katelyn received an absolutely glowing guest

commendation for her excellent customer service, brilliant
attitude and for creating a positive cinema experience for
aguestand her young family.

It is even more exciting to note that it was one of the

youngest childrens 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.

Excellent job Katelyn!

 STEPHANIE
BURRIS
HOYTSTEA TREE
PLAZA
Aguestcalled 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.
Theguest 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.

Well done Stephanie, this is a great story about our crew

portraying our Caring values!
 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!

RACHAEL
BARBARINO
HOYTSCHATSWOOD
WESTFIELD
 KATE GAYFER
HOYTS SOUTHLANDS

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 didnt 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
arent a part of HOYTS, Kate didn't hesitate to help this gentleman.

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

Aguestwrote 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!
FIERC E