Lights, Camera, Action: Caroline Reilly Sets Standards at Vue Cinema

At 4am, before the first customers arrive and before the lights go down for the day’s screenings, Caroline Reilly is already at work inside the 15-screen complex at Vue Plymouth, home of Big Screen Entertainment.

As a Cleaning Supervisor, Caroline leads a team of 10 colleagues responsible for maintaining every screening area, foyer, staircase and washroom to a consistently high standard. It is detailed, fast-paced work in a customer-facing environment where presentation shapes first impressions. 

Caroline has worked at the Vue in Plymouth for almost nine years. Over that time, she has seen different management styles and service approaches.

Leading From the Front

Caroline is managing cleaning standards, working Monday to Thursday and weekends.  She uses that time efficiently, organising workloads across her team and stepping in wherever needed to maintain consistent standards. On Fridays, other team members take over, maintaining continuity and ensuring standards remain high and work continues to move forward.

She does not lead from the sidelines. Most mornings she starts in the washrooms, then moves across screens and into the foyers, checking glass, floors and seating. The only time she sits down is briefly to complete weekly hours and planning. 

Her approach is practical and fair. She uses a job board so colleagues can clearly see their allocated areas. Those on shorter shifts are assigned smaller screens. Longer shifts cover larger areas. The result is a balanced workload and a team that understands expectations.

Consistent Improvements

When Caroline stepped into the supervisor role, she was determined to improve audit scores. She began introducing small, consistent improvements and encouraged pride in the finished result. She recognised good work and made expectations visible. She also looked closely at audit feedback, identifying recurring points and addressing them directly with the team. 

With the hard work and strong leadership from Caroline and the team, today’s audit scores are consistently above 90%. 

“That makes everybody feel good,” she says. “They feel appreciated in what they’re doing, and they take pride in their work. I keep a close eye on what is picked up during the audits. I’m determined to get that 100%!” 

Seeing It Through the Customer’s Eyes

Cleaning a cinema presents specific challenges. With limited natural light, dust builds quickly. Seats, carpets, glass and high-traffic foyers require constant attention. 

Caroline encourages her team to think like customers, rather than sticking rigidly to minimum specifications, she focuses on what makes a visible difference. If glass is scheduled weekly but takes five minutes to refresh daily, she chooses daily. If seats look better cleaned with warm water and disinfectant rather than a quick spray, she changes the method. It is a mindset rooted in experience and accountability.

The relationship with the cinema’s on-site management is built on open communication. If additional support is needed, they work together. Positive feedback is shared directly with the team, reinforcing pride in their work. 

Support That Makes a Difference

Caroline is also clear about the importance of support from OCS. She speaks warmly about her Area Manager, Clare Foweraker, who visits regularly and stays accessible. 

“When you need her, she’s there. That makes you want to work hard and keep standards high.” 

Feeling supported and understood may seem simple, but for Caroline, it matters. It builds trust and reinforces the TRUE Value of frontline colleagues.

People at the Heart of Performance

Caroline’s husband and sister-in-law also work at the cinema, each with clearly defined areas. They start early, work efficiently, and take pride in the finished result. Even when they visit as customers, they cannot help scanning the screens and floors with a professional eye. 

There is humour in it too. Caroline and her husband enjoy frequent trips to the cinema whenever their schedule allows, usually choosing a good comedy to sit back and laugh along with. Her favourite cinema treat is a hot dog with onions and tomato sauce, followed by chocolate fudge brownie ice cream. But, even then, standards are never far from her mind. 

What stands out most is her sense of ownership. She understands that the environment her team prepares each morning shapes the experience of hundreds of customers each day. 

Facilities management often happens behind the scenes. At 4am, there is no audience. Yet the impact is visible from the moment the doors open.

Through consistent leadership, practical improvements and a clear focus on quality, Caroline and her team create the conditions for colleagues, customers and communities to enjoy a clean, welcoming space.