Duty Manager
Warner Bros. Discovery
Leavesden, UKThis was removed by the employer on 5/13/2021 5:36:00 AM PST
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Full Time Job
Location: United Kingdom - Leavesden
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 13 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. It includes shops at Kings Cross Station, Heathrow Terminal 5, and Gatwick's North Terminal.
We are seeking a Duty Manager to lead the Studio Tour Teams, ensuring the highest levels of customer experience and engagement. Do you have previous supervisory experience in tourism, leisure, attractions or the heritage industry? If so then we want to hear from you.
The Job
As part of the delivery of the visitor experience we have many effects and interactives, all housed within our purpose-built facility, that excite, engage and provide our visitors with an insight into how these incredible films were made. Working with a passionate and dedicated attraction team, the Duty Manager is part of a diverse and exciting Visitor Experience department who help to deliver a world class visitor experience.
As Duty Manager, you will lead the Studio Tour Teams, ensuring that our customer experience, from the first contact point to the last exceeds expectations and encourages repeat visits. To achieve this, you will reflect our values and be able to demonstrate strong leadership and interpersonal skills.
The Daily
• Leading the operation to ensure that the highest possible service standards are being delivered.
• Deliver daily ops briefings, such as the zero's briefing to keep all teams appraised and updated on all operational matters.
• Proactive relationship management with key contactors ensuring that relevant SLA's are being delivered.
• Ensure a close working relationship to support the WBSF team helping address any facilities management issues at the Studio Tour.
• Ensure operational readiness each day in order for the WBSTL to open to visitors.
• Work with all departments to ensure issues requiring escalation are being followed through and rectified where appropriate.
• Ensure that the team are trained to the highest standard with regular team training including; industry compliance training e.g. Fire Marshal responsibilities.
• Adhering to all H&S policies and procedures and helping to promote a culture where H&S is of the highest importance & priority.
• Conduct regular auditing of all department H&S practices.
• Deliver the duty management rota to ensure that the duty management function is suitably staffed at all times.
• Control of operational expenditure levels within an agreed limit.
• Adapt all BCP plans to reflect the ever-changing environment of WBSTL, including but not limited to Fire evacuation.
The Essentials
• Previous supervisory experience in a similar environment (e.g. within tourism, leisure or heritage industry).
• Experience of having worked within a fast-paced environment, with high emphasis on delivering the highest customer service
• Project management experience
• High levels of customer service
• Problem solving and decision making across all areas daily
• IT literate with excellent Microsoft office skills
The Nice to Haves
• IPAF and PASMA
• NBOSH Qualification (would be an advantage)
• IOSH
Working pattern and 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. 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. As an ambassador for the business, the Duty Manager will support and deputise for the Head of Visitor Services, in working with third parties and attending meetings in their absence.
We are committed to creating both a workforce and content that are as diverse as the global audiences we serve. See what we are doing for Diversity, Inclusion and Belonging here at WarnerMedia https://www.warnermediagroup.com/diversity