Duty Manager - FTC

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 this role you will ensure the Studio Tour operates efficiently and safely while maintaining brand standards and visitor engagement. You will work to exceed customer experience expectations and encourage 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.
• Proactively manage key contractors and commercial partners, ensuring SLA delivery.
• Co‑operate with all departments to ensure issues requiring escalation are followed through and rectified.
• Work with Project Management teams to support enhancement works to the Studio Tour.
• Support training of all new starters and managers through delivery of the Duty Management induction.
• Proactively seek ways to improve procedures and processes.
• Report and administer H&S reporting, including trend and analysis, and conduct regular auditing of all departmental H&S practices.

In addition to delivering the Duty Management rota and acting as the Duty Manager on shift, the Duty Management Team covers a wide range of responsibilities related to the Studio Tour Operation. Responsibilities are separate into five streams (Commercial, Health & Safety, Staff Engagement, Tour Facilities and Sustainability). Each team member is allocated one stream. Team members work together to achieve operational excellence and may cover duties from other streams when required. The following stream is available:

Health & Safety Responsibilities

• Manage the Cleaning contract, working with the supplier to achieve key targets and improve provision.
• Manage the Tour H&S reporting process, collate statistics, chair monthly Health & Safety meetings, highlight and implement improvements proactively and reactively.
• Arrange induction for any productions working in R Stage.
• Review and action supplies used during emergency response.
• Deliver training, documentation and quick reference material for all teams for business resilience plans.
• Coordinate first‑aid training for all staff and provide communication to the team.
• Manage the contract with the Tour First Aid provider and lead and implement First Aid initiatives such as PACT Kits.
• Optimize use of SafetyCulture, managing users, templates and permissions.

Qualifications & Experience

• Previous supervisory experience in a similar environment (e.g. tourism, leisure, or heritage industry).
• Experience working in a fast‑paced environment with a high emphasis on delivering top‑level customer service.
• Project management experience.
• Understanding of facilities management.
• Problem‑solving and decision‑making across all areas daily.
• IOSH certification.
• NEBOSH qualification (advantage).
• Food Hygiene Level 3 (advantage).

Working Pattern

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 meet business needs; the majority of your time on duty will be customer‑facing on the floor.

As an ambassador for the business, the Duty Manager will support and deputise for the Operations Manager and Head of Visitor Services, attending meetings and challenging standards in conjunction with or in their absence.

Department Overview

Warner Bros. Studio Tour London – The Making of Harry Potter (WBSTL) is a unique attraction offering visitors the chance to get up close to authentic sets, discover the magic behind special effects and explore behind‑the‑scenes secrets of the Harry Potter film series. Visitors walk through the real Great Hall of Hogwarts, step onto the original Hogwarts Express, learn wand combat, ride a broomstick and taste Butterbeer. The Studio Tour welcomes over 15 million visitors and earns an average rating of 5 stars on Tripadvisor and Google Reviews. It operates on a pre‑book only basis with capacities up to 7,200 visitors per day.

Onsite Working

This role is advertised as onsite; all working hours and days will be carried out at the place of work. Subject to applicable laws, the employer reserves the right to change this working agreement where essential to business needs and with reasonable notice.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. We are an equal opportunity employer, committed to considering 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 protected category. If you are a qualified candidate with a disability and require adjustments during the application or recruitment process, please visit our accessibility page for instructions on how to submit a request.