Venue Valet today announced the rollout of a powerful new feature within its CallConnect system designed to help cinema operators proactively identify, track, and resolve seat maintenance issues across their locations.

This latest enhancement addresses a growing challenge for cinemas: Aging seats and in-auditorium infrastructure that can negatively impact the guest experience. With this new feature, venue staff can quickly and easily log issues directly from CallConnect screens – ranging from torn upholstery and malfunctioning recliners to broken call buttons, reading lights, or tray tables.

“Our goal is to give operators, and hopefully some valued third parties, real-time visibility into the condition of every seat and critical elements that directly impact the guest experience,” said Matt Mader, President of Venue Valet. “By empowering staff members to report and respond to issues quickly and easily, venues can stay ahead of problems before they affect guests and when issues do arise. When a recliner motor fails and the seat has already been sold several days earlier for 12 shows over a busy weekend, what is a venue supposed to do? Our system, and this feature specifically, helps identify that situation and manage the process of dealing with a guest as they show up for their movie or show while also helping communicate the issue appropriately for a swift resolution.”

One potential side effect of the data being captured through this new feature is going to be partnerships with seating manufacturers, seat installers and maintenance companies to help provide an economical path to getting seat issues fixed by region and across multiple cinema circuits. “As recliners have aged since the spike in cinemas adopting recliner seating 10+ years ago, combined with an unpredictable cinema-related economy over the past several years, anything we, as contributors to the industry, can do to help the economics and overall health of the industry, should be welcomed.”, added Mader. “We are hoping this feature adds tremendous value to our customers through our CallConnect product, at no additional cost, but also to the industry as a whole by helping address an issue that impacts the guest experience more and more every day.”

Key Features Include:

• Customizable Issue Tracking: Operators can define their own categories of issues and assign severity levels from LOW to CRITICAL.
• Real-Time Alerts & Visual Indicators: Seats with HIGH or CRITICAL issues are clearly marked with color-coded icons (orange/red), ensuring immediate visibility for staff.
• Proactive Guest Experience Management: During “Now Seating,” staff are alerted if a guest has been assigned a seat with a known issue, enabling proactive intervention such as reseating or guest engagement.
• Automated Notifications & Reporting: Issue reports are automatically distributed via email based on severity and location. Daily reports include open issues, with optional dedicated “Seat Issues” reports sent on customizable schedules.
• Secure Resolution Workflow: Staff can resolve issues directly in the system using a PIN-protected process to ensure accountability and accuracy.
• Expanded Facility Tracking: In addition to seat-level issues, the system supports auditorium-wide reporting through customizable placeholders for items such as stair carpet repairs or other facility concerns.

The feature integrates seamlessly with existing CallConnect capabilities, including call button visibility, operations management, and QR code ordering operational queues, providing a unified platform for operational excellence.

This enhancement is particularly valuable for operators seeking greater oversight of facility conditions across multiple locations, offering actionable insights and improved coordination between frontline staff and management teams.

Venue Valet is encouraging partners to adopt the feature, at no additional cost, and provide feedback to further refine its capabilities.
For more information about CallConnect and its latest features, please email: contact@venue-valet.com.

About CallConnect by Venue Valet

CallConnect is a comprehensive operations and guest engagement platform designed for entertainment venues, offering tools for service visibility, staff coordination, and enhanced guest experiences.