Duty Manager - FTC

Working with a passionate and dedicated attraction team, the Duty Manager is part of a diverse Visitor Experience department that delivers a world‑class visitor experience. The Duty Manager supports and deputises for the Operations Manager and Head of Visitor Services, attends meetings with commercial partners, and ensures the Studio Tour operates efficiently and safely while maintaining brand standards and engaging visitors.

Warner Bros. Studio Tour London – The Making of Harry Potter is a visitor attraction that offers guests a chance to experience authentic sets, behind‑the‑scenes secrets, and interactive attractions such as the Great Hall of Hogwarts, the Hogwarts Express, and more. It welcomes over 15 million visitors and operates on a pre‑book basis with a peak day of 7200 visitors.

• Deliver daily operational briefings to all teams.
• Manage visitor flow to optimise the experience.
• Maintain proactive relationships with key contractors and commercial partners to ensure SLA delivery.
• Escalate and follow‑through issues with all departments.
• Support Project Management teams on enhancement works to the Studio Tour.
• Train new starters and managers through the Duty Management induction.
• Identify and implement process improvements.
• Report on and administer H&S reporting, trend analysis, and auditing.
• Deliver the Duty Management rota and act as Duty Manager on shift.
• Work within one of five responsibility streams (Commercial, Health & Safety, Staff Engagement, Tour Facilities, Sustainability); you will be allocated the Health & Safety stream.

• Manage the cleaning contract, drive supplier performance, coordinate H&S reporting, chair monthly safety meetings, implement improvements, arrange inductions, manage first aid training, lead first aid initiatives, optimise use of SafetyCulture.

• Previous supervisory experience in tourism, leisure, heritage, or a similar environment.
• Experience in a fast‑paced, high‑service‑level customer environment.
• Project management experience.
• Understanding of facilities management.
• Strong problem‑solving and decision‑making skills.
• IOSH qualification.
• NEBOSH qualification (advantage).
• Food Hygiene Level 3 (advantage).

This is a full‑time role (40 hours per week) on a shift pattern, with regular weekend and evening work across a seven‑day rota. Flexibility is required to meet business needs, and the majority of on‑duty time is customer‑facing on the floor.

All hours are carried out at the Studio Tour location. The employer reserves the right to change working arrangement with reasonable notice.

Being an equal opportunity employer, we 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 require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.