Assistant Manager, Show Experience

This is a Full Time Job

Are you ready to lead and inspire a team dedicated to creating unforgettable experiences? As the Assistant Manager, you'll be at the heart of our mission to deliver world-class visitor and staff engagement. You'll motivate and guide the Show Experience Team Leaders and Interactor team, ensuring every visitor leaves with a smile. Plus, you'll step in for the Show Experience Manager whenever needed, making sure every moment is magical.

Your Role Accountabilities…
• Champion the customer, ensuring that the Interactor team consistently delivers excellent levels of customer service, from the first contact point to the last, excites our visitors, exceeds their expectations and encourages repeat visits.
• Ensure that the experience at WBSTL exceeds visitor expectations by setting and delivering consistent, high levels of presentation, through both the Interactor team and the exhibits.
• Support the Show Experience Manager with the operational delivery of new attraction features.
• Undertake regular reviews of operational service delivery standards.
• Ensure that succession planning is proactively reviewed with successors identified for Team Leader roles.
• Ensure that the team are trained to the highest standard with regular team training including upskilling and industry compliance training
• Be able to process weekly/monthly payroll processing for the Interactor team.
• Adhering to all H&S policies and procedures and helping to promote a culture where H&S is of the highest importance & priority.
• Optimise service provided by team and self, leading by example to ensure that high standards of operational readiness are met
• Work with Show Experience Manager and Head of Show Experience to ensure that we have an inclusive team who value diversity and by leading by example through acting with integrity in all that we do.

Qualifications & Experience…
• Supervisory experience of a large customer facing team in a similar operational environment (within the tourism, leisure or heritage industry is desirable).
• Experience of having worked in a customer facing environment where high emphasis is placed on service, product presentation and operational management.
• Demonstrable achievement of improving service standards and customer satisfaction.
• Proactively seek opportunities to improve processes and service.
• Develop and motivates individual & teams to achieve goals.
• Well organised and focused.
• Able to prioritise workload and manage change.
• Work as part of a team with a flexible approach.

Working Pattern & Duty Management…
• 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.
• 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.
• As an ambassador for the business, you will support and deputise as required, including in working with third parties and attending meetings in their absence.

Department Overview…

Warner Bros. Studio Tour London – The Making of Harry Potter (WBSTL) is a unique attraction which offers visitors the ultimate chance to get up close to authentic sets, discover the magic behind spellbinding special effects and explore the behind-the-scenes secrets of the Harry Potter film series. This includes walking through the real Great Hall of Hogwarts, stepping onto the original Hogwarts Express, learning wand combat, riding a broomstick and tasting Butterbeer.

The Studio Tour which is open seven days a week has welcomed over 15 million visitors and has been well received with 96% of the 46,000+ reviews on TripAdvisor rating it as 'Excellent' or 'Very Good' and over 60,000 4 or 5 star ratings on Google Reviews. It operates on a pre-book only basis with a peak day accommodating 7000 visitors. The Studio is an ever evolving and growing visitor attraction, delivering a world class experience from the first point contact with our visitors to the last.

Onsite Working - This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.

If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.