Duty Manager - FTC in Liverpool

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, working with commercial partners – attending meetings, challenging standards in conjunction with and in their absence. In this role you will 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.

Responsibilities

• 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 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 procedures and processes.
• Reporting and administration of H&S reporting including trend and analysis.
• Conduct regular auditing of all department H&S practices.
• Deliver the Duty Management rota and act as the Duty Manager on shift.
• Cover a range of responsibilities related to the Studio Tour Operation across 5 streams: Commercial, Health & Safety, Staff Engagement, Tour Facilities and Sustainability.

Health & Safety stream responsibilities include:

• Managing the Cleaning contract, working with supplier to achieve key targets, improve provision, service & product.
• Managing the Tour H&S reporting process, collating statistics, chairing the 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.
• Managing the contract with the Tour First Aid provider.
• Leading and implementing First Aid initiatives such as PAcT Kits.
• Optimising use of SafetyCulture and managing users, templates & permissions.

Qualifications

• 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 (advantage).
• Food Hygiene Level 3 (advantage).

Job Details

This role is full‑time (40 hours a week), working shifts. 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 on duty will be customer facing on the floor throughout the Tour.

Equal Opportunity Employer

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.