Checklist template

Box office and guest entry for movie theaters

A ready-to-use checklist with 103 items in 6 sections, covering Ticketing, Entry scanning, Queue, Age ratings, Guest assistance, Lobby. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 103 Items
  • 86 Yes / No checks
  • 6 Scored ratings
  • 116 Points

Use this template How audits work

1. Ticketing 18 items

  1. The box office was staffed at least 30 minutes before the first showtime of the day Yes / No 1 pt
  2. Every self-service ticketing kiosk is switched on and completed a test purchase up to the payment screen Yes / No 1 pt
  3. Each kiosk has ticket paper loaded, with a spare roll kept at the box office Yes / No 1 pt
  4. Kiosk touchscreens respond in the corners of the seat map as well as in the center Yes / No 1 pt
  5. Showtimes on the board above the box office match today's schedule in the point-of-sale system Yes / No 1 pt
  6. A show with no seats left is marked sold out on the showtime board Yes / No 1 pt
  7. The cashier shows the seat map on the guest-facing screen while seats are chosen Yes / No 1 pt
  8. The cashier repeats the movie title, the showtime and the number of tickets before taking payment Yes / No 1 pt
  9. Surcharges for premium formats (large screen, 3D, recliner seating) are stated to the guest before payment Yes / No 1 pt
  10. The price charged for an adult evening ticket in a test purchase matched the posted price Yes / No 1 pt
  11. Child, senior and student tickets are sold only with the proof required by company policy Yes / No 1 pt
  12. A gift card or prepaid voucher presented during the visit was redeemed without a manager override Yes / No 1 pt
  13. Refunds and exchanges are made only within the time before the show allowed by company policy Yes / No 1 pt
  14. The cashier asked could state the refund and exchange policy as it is posted at the box office Yes / No 1 pt
  15. Tickets printed at the box office show the auditorium number, the seat and the showtime Yes / No 1 pt
  16. Tickets bought online can be retrieved at the box office from the confirmation number Yes / No 1 pt
  17. Self-service kiosks out of service at the time of the visit Number
  18. Ticket transactions observed at the box office Rating
    • Correct title, time, seats and price every time 5 pts
    • One error corrected before the guest left 3 pts
    • Errors that reached the guest 1 pt

2. Entry scanning 17 items

  1. An usher is posted at the ticket podium from 30 minutes before the first show until the last show has started Yes / No 1 pt
  2. Every ticket is scanned or torn at the podium; no guest is waved through on sight Yes / No 1 pt
  3. Each handheld scanner at the podium reads a ticket shown on a phone screen at low brightness Yes / No 1 pt
  4. A charged spare scanner or spare battery is kept at the podium Yes / No 1 pt
  5. A guest whose ticket is rejected at the podium is told the reason and sent to the box office to resolve it Yes / No 1 pt
  6. The scanner alerts on a ticket for another day or another theater location Yes / No 1 pt
  7. The usher tells each guest the auditorium number and the direction to walk Yes / No 1 pt
  8. Guests who arrive earlier than company policy allows before their show are asked to wait in the lobby Yes / No 1 pt
  9. Employee and vendor passes are checked against the pass list kept at the podium Yes / No 1 pt
  10. Guests re-entering from the lobby or the restrooms show their ticket again at the podium Yes / No 1 pt
  11. 3D glasses are handed out at the podium only to guests holding a 3D ticket Yes / No 1 pt
  12. The podium is not left unattended while auditorium doors behind it are open to guests Yes / No 1 pt
  13. A paper or offline procedure for admitting guests when scanners fail is kept at the podium Yes / No 1 pt
  14. The usher asked could explain what to do when the scanning system is down Yes / No 1 pt
  15. Tickets scanned at the podium in a 10-minute observation Number
  16. Guests who passed the podium without a scan in the same 10 minutes Number
  17. Control of entry at the ticket podium Rating
    • Every guest scanned and directed 5 pts
    • Scanned but not directed 4 pts
    • Some guests not scanned 2 pts
    • Podium unattended 1 pt

3. Queue 15 items

  1. Stanchions or floor markings form a single line feeding all open box office windows Yes / No 1 pt
  2. The line for kiosks is separate from the line for the staffed box office Yes / No 1 pt
  3. A sign at the entrance tells guests with mobile tickets to go straight to the ticket podium Yes / No 1 pt
  4. A second box office window opens when the line passes the number of guests set by company policy Yes / No 1 pt
  5. An employee walks the line in peak periods to send guests with online orders to the kiosks or the podium Yes / No 1 pt
  6. The box office line does not block the entrance doors Yes / No 1 pt
  7. The line at the ticket podium does not back up into the concession line Yes / No 1 pt
  8. Guests for a sold-out or premiere show are held in a marked waiting line for their auditorium Yes / No 1 pt
  9. The waiting line for an auditorium is released only after ushers confirm it has been cleaned Yes / No 1 pt
  10. Stanchion belts retract fully, with no frayed belt or broken cassette in use Yes / No 1 pt
  11. Outdoor queue areas are covered or guests are brought inside in rain, snow or extreme heat Yes / No 1 pt
  12. Guests waiting at the box office at the time of the observation Number
  13. Box office windows open at the time of the observation Number
  14. Longest wait from joining the box office line to receiving tickets (minutes) Number
  15. Wait at the box office in the peak period observed Rating
    • Under 3 minutes 5 pts
    • 3 to under 5 minutes 4 pts
    • 5 to 10 minutes 2 pts
    • Over 10 minutes 1 pt

4. Age ratings 15 items

  1. The rating of each movie is shown beside its title on the showtime board Yes / No 1 pt
  2. Rating definitions are posted at the box office where guests can read them from the line Yes / No 1 pt
  3. The point-of-sale system prompts the cashier to check age when a restricted-rated ticket is selected Yes / No 1 pt
  4. The cashier asks for photo identification from guests who look under the age set by company policy for a restricted movie Yes / No 1 pt
  5. Tickets for a restricted movie are not sold to a minor without the accompanying adult present at the window Yes / No 1 pt
  6. The accompanying adult is told that they must stay in the auditorium for the whole movie Yes / No 1 pt
  7. The usher at the podium checks age again for restricted movies, including for tickets bought online or at a kiosk Yes / No 1 pt
  8. Kiosks display the rating and the age rule before a restricted-rated ticket can be paid for Yes / No 1 pt
  9. The curfew or late-show policy for unaccompanied minors is posted at the box office Yes / No 1 pt
  10. Ushers check tickets at the door of restricted-rated auditoriums for the first 15 minutes of the show Yes / No 1 pt
  11. Ushers on auditorium checks look for minors who moved from another movie into a restricted one Yes / No 1 pt
  12. Each refusal to sell or admit for age is written in the shift log Yes / No 1 pt
  13. The cashier asked could state the age rule for each rating playing today Yes / No 1 pt
  14. Age refusals written in the shift log over the last 7 days Number
  15. Age checks observed for restricted-rated movies Rating
    • Identification asked every time it applied 5 pts
    • Asked most of the time 3 pts
    • Not asked 1 pt

5. Guest assistance 20 items

  1. Accessible seating locations are shown on the seat map at the box office and at kiosks Yes / No 1 pt
  2. Wheelchair spaces are released for general sale only when the rest of the auditorium is sold, per company policy Yes / No 1 pt
  3. One box office window or counter section is at a height usable from a wheelchair Yes / No 1 pt
  4. Assistive listening receivers are charged and ready at the guest service counter Yes / No 1 pt
  5. Closed-caption devices are charged and ready at the guest service counter Yes / No 1 pt
  6. Each device is tested on the auditorium's channel before it is handed to the guest Yes / No 1 pt
  7. The device loan log shows the guest's auditorium for each device given out today Yes / No 1 pt
  8. The employee asked could show how to set a closed-caption device for a given auditorium Yes / No 1 pt
  9. Showtimes with open captions, audio description or sensory-friendly screenings are marked on the showtime board Yes / No 1 pt
  10. Booster seats are stocked in the rack by the ticket podium Yes / No 1 pt
  11. Booster seats are wiped before they are returned to the rack Yes / No 1 pt
  12. An employee offers to escort guests with reduced mobility to their seats Yes / No 1 pt
  13. A wheelchair for guest use is kept on site, with its tires inflated and brakes holding Yes / No 1 pt
  14. Lost property handed in today is logged with the date, the auditorium and a description Yes / No 1 pt
  15. Lost property is kept in a locked cabinet or office, not under the box office counter Yes / No 1 pt
  16. Guests reporting a problem during a show are offered a remedy by a supervisor within the limits of company policy Yes / No 1 pt
  17. Each complaint received at guest service today is written in the shift log with the action taken Yes / No 1 pt
  18. Assistive listening receivers in working order Number
  19. Closed-caption devices in working order Number
  20. Readiness of assistive devices at guest service Rating
    • All charged, tested and logged 5 pts
    • Working but not charged or not logged 3 pts
    • Devices missing or not working 1 pt

6. Lobby 18 items

  1. Entrance door glass is free of fingerprints at hand height Yes / No 1 pt
  2. Entrance mats lie flat with no curled edges Yes / No 1 pt
  3. Movie posters in the lobby frames are for current or coming titles only Yes / No 1 pt
  4. Every poster frame light box is lit across its whole surface Yes / No 1 pt
  5. Lobby display screens show trailers or showtimes, with no error message or blank screen Yes / No 1 pt
  6. Cardboard standees are intact and placed out of the walking path to the podium Yes / No 1 pt
  7. Auditorium signs above each door show the movie now playing in that auditorium Yes / No 1 pt
  8. Directional signs to auditoriums and restrooms can be read from the ticket podium Yes / No 1 pt
  9. Lobby trash bins are less than three-quarters full Yes / No 1 pt
  10. Lobby seating has no torn upholstery Yes / No 1 pt
  11. Lobby carpet is free of spilled popcorn at the time of the walk Yes / No 1 pt
  12. The box office counter is clear of personal items, food and drink Yes / No 1 pt
  13. Box office and podium employees wear a name tag on the company uniform Yes / No 1 pt
  14. Loyalty program sign-up information is displayed at the box office Yes / No 1 pt
  15. The opening hours posted on the entrance door match the hours on the company website Yes / No 1 pt
  16. Name of the manager on duty Short text
  17. Overall box office and entry operation Rating
    • Fast, accurate and welcoming 5 pts
    • Accurate but slow or impersonal 3 pts
    • Errors or uncontrolled entry 1 pt
  18. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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