Group Bookings Lead - Warner Bros. Studio Tour - The Making Of Harry Potter
HBO
Leavesden, UKThis was removed by the employer on 10/10/2022 5:05:00 AM PST
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Full Time Job
Group Bookings Lead (School) - Warner Bros. Studio Tour - The Making of Harry Potter
Location: Leavesden, Hertfordshire, United Kingdom
Company Overview
Every great story has a new beginning. We're excited to announce that Discovery and WarnerMedia have combined to become Warner Bros. Discovery. WBD is a premier global media and entertainment company offering audiences the world's most differentiated and complete portfolio of content, brands and franchises across television, film, sports, news, streaming and gaming. We're home to the world's best storytellers, creating world-class products for consumers. From brilliant creatives to technology trailblazers and beyond, join us as we step into the next chapter.
Our studios are considered one of the foremost motion picture and television production and post-production facilities in the world. They inform, engage, and transport audiences to new worlds. The key to that lies with our Studio Operations group, which includes areas like soundstage/backlot set rentals, events, design, culinary, construction, landscaping and much more. Whether it's hosting an unforgettable studio tour, creating an optimal workspace, or equipping talent to tell the best stories, these teams lay the foundation for the memorable experiences we provide.
The Job
Are you a Harry Potter fan? If so, you'll love working at the Warner Bros. Studio Tour London (WBSTL) – The Making of Harry Potter.
In this role you will join our Visitor Service team, working closely with the Team Leads and Coordinators to ensure the efficient running of school bookings at the Tour, , ensuring that our customer experience, from the first contact point to the last, exceeds expectations and encourages repeat educational visits.
What's in it for you?
• Competitive Salary
• 28 days holiday (pro-rata)
• GymPass or free access to our on-site gym
• Exclusive access to our Screeners App, with our exciting Warner Bros. and HBO content
• Staff discounts on Studio Tour tickets, retail, food and beverage
• Access to Friends and Family events
• Free on-site staff car parking
• Complimentary staff shuttle bus between Watford Junction and our Studio Tour
• On-site staff Studio Café
• Option to join our pension and private healthcare schemes
The Daily
• Act as the main point of contact for all Key Stakeholders, including the Education & Learning Manager, as well as Education Facilitators, ensuring that all school queries are sufficiently covered.
• Manage bookings that are requested by schools ensuring accuracy of corresponding records on our CRM Software, including chasing payments, processing refunds and managing any ticketed events.
• Achieve personal and team email response times, call answering and sales targets via agreed Service level agreements and key performance indicators, as set with the Assistant Manager.
• Devise and implement the School Bookings strategy, ensuring continual improvement through tracking school emails to establish any patterns within the booking procedure.
• Develop the team through holding briefings with all team members as well as coordinating any testing and training related to school & group bookings required for the Ticketing System and wider Tour teams ensuring training documents and SOPs are up to date
The Essentials
• Proven experience leading group bookings within a Bookings and Reservations/Contact Centre, specifically dealing with timed tickets/reservations to a fixed capacity
• good working knowledge of reservations/ticketing systems
• Strong understanding of Microsoft Office Suite.
• Ability to manage a team with different skill sets and disciplines within a technical environment.
• Excellent written and verbal communication skills with proven experience of letter writing.
The Nice To Haves
• Previous experience of the Galaxy Gateway ticketing system (or similar)
Working pattern
This role is full time (40 hours a week), working shifts. Due to the varied nature of a visitor attraction, regular weekend and evening work will be required, across a seven-day rota. Because we never stand still, a high level of flexibility is required to suit the needs of the business. This can include working weekends, bank holidays, school holidays and late evenings, in rotation with other team members.
Business Overview
Warner Bros. Studio Tour London – The Making of Harry Potter is the only place in the world to showcase the authentic sets, props and behind-the-scenes secrets of the Harry Potter films at the location where they were made. It has attracted over 14 million visitors since opening in 2012, features retail stores with merchandise celebrating the Harry Potter film series and has received over 40,000 reviews on TripAdvisor with 96% rating the experience as 'excellent' or 'very good'.
Since launching, additions to the Tour include Platform 9 ¾ featuring the original Hogwarts Express, the Forbidden Forest and Gringotts Wizarding Bank. In December 2018, WBSL acquired the Platform 9 ¾ group which sells Wizarding World merchandise, souvenirs, and collectibles.
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadmin@warnermedia.com.