Duty Manager - FTC

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are… When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next… From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role… Working with a passionate and dedicated attraction team, the Duty Manager is part of a diverse and exciting Visitor Experience department that helps deliver a world-class visitor experience. As an ambassador for the business, the Duty Manager will support and deputise for the Operations Manager and Head of Visitor Services, in working with commercial partners - attending meetings, challenging standards in conjunction with and in their absence. In this role, you’ll ensure the Studio Tour operates efficiently and safely while maintaining brand standards and visitor engagement. Ensuring that our customer experience, from the first contact point to the last, exceeds expectations and encourages repeat visits.

Your Role Accountabilities…

• Deliver daily operational briefings to keep all teams appraised and updated on all operational matters.
• Manage visitor flow around the attraction, working with teams to optimise experience.
• Proactive relationship management with assigned key contractors and commercial partners ensuring that relevant SLA's are being delivered.
• Work with all departments to ensure issues requiring escalation are being followed through and rectified where appropriate.
• Actively work with the Project Management teams to support enhancement works to the Studio Tour.
• Support with the training of all new starters and managers through delivery of the Duty Management induction.
• Proactively seek ways to improve on procedures and processes.
• Reporting and administration of H&S reporting including trend and analysis. Conduct regular auditing of all department H&S practices.

In addition to delivering the Duty Management rota and acting as the Duty Manager on shift, the Duty Management Team cover a wide range of responsibilities related to the Studio Tour Operation. These responsibilities are separated into 5 different streams (Commercial, Health & Safety, Staff Engagement, Tour Facilities and Sustainability). Each member of the team is allocated one stream of responsibilities. Team members are expected to work closely together to help achieve operational excellence and may be asked to cover duties from another stream in each other’s absence. We are looking for someone to take on the following stream:

Health & Safety:

• Managing the Cleaning contract, working with supplier to enable them to achieve key targets, improve provision, service & product.
• Managing the Tour H&S reporting process, collating statistics. Chairing monthly Health & Safety Meeting. Highlighting and Implementing improvements both proactively and reactively.
• Arrange induction for any productions working in R Stage.
• Reviewing & actioning supplies used during emergency response.
• Delivering training, documentation, and quick reference material for all teams for business resilience plans.
• Coordinating first aid training for all WBSTL First Aiders and providing communication to the team.
• Manage the contract with the Tour First Aid provider. Lead and implement First Aid initiatives such as PAcT Kits.
• Optimising use of SafetyCulture and managing users, templates & permissions.

Qualifications & Experience…

• 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.
• Understanding of facilities management.
• Problem solving and decision making across all areas daily.
• IOSH.
• NEBOSH Qualification (would be an advantage).
• Food Hygiene Level 3 (would be an advantage).

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. A high level of flexibility is required to suit the needs of the business, the majority of your time when on duty will be expected to be customer facing, on the floor, throughout the Tour.

As an ambassador for the business, the Duty Manager will support and deputise for the Operations Manager and Head of Visitor Services, in working with commercial partners - attending meetings, challenging standards in conjunction with and 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 7200 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.

How We Get Things Done… This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. 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 require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.