Full Time Job
Director Visitor Experience
Warner Media
- Paid
- Full Time
Job Description
Warner Bros. Studio Operations is one of the foremost motion picture and television production and post-production facilities in the world. Physical production facilities on the historic 110-acre main lot in Los Angeles includes 31 soundstages, as well as a 20-acre backlot with 14 exterior sets capable of transforming into environments from a rainforest jungle to a bustling metropolis. The Studio offers a complete range of production-related services, including costume, property/set dressing, set design and construction, set lighting, grip, special effects, production catering, production sound and video, transportation, and the design studio, as well as a robust special events business.In addition, the Studio Operations group is responsible for managing Warner Bros. Studios Leavesden, a purpose built, state-of-the-art film and television studio offering one of the largest facilities in the UK. This 200-acre secure site has a half a million square feet of stage space, one of the largest heated underwater filming tanks in Europe and a 100 acre back-lot. It also owns Studio Set Lighting and Rigging - a rentals division, WB De Lane Lea - a post-production facility and Leavesden Park - a contemporary office complex. It is the only Hollywood owned studio of its calibre to be operated in the UK.
Worldwide Tours and Retail Destinations
Based at the same location as the Studios is Warner Bros. Studio Tour London – The Making of Harry Potter. It 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 14 million visitors since opening in 2012 and has received over 40,000 reviews on TripAdvisor with 96% rating the experience as 'excellent' or 'very good'. Since launching, additions to the Studio Tour include Platform 9 ¾ featuring the Hogwarts Express, the Forbidden Forest, and Gringotts Wizarding Bank. Its sister tour in Hollywood offers guests an intimate view of the inner workings of a thriving motion picture and television studio. The latest addition to the experience is Stage 48: Script to Screen, a self-guided, interactive soundstage that explores each phase of the film and television production process. The newest addition to the Tours division is the Harry Potter Photographic Exhibition in London. Warner Bros. Studio Tour Tokyo – The Making of Harry Potter will open in 2023.
Following the success of the Warner Bros. Studio Tours in London and Hollywood, the Worldwide Tours and Retail Destinations division has built on the Harry Potter/ Wizarding World IP with its experience of visitor engagement, exceptional customer service and innovative merchandise to extend its experiential retail
business. Combining breath-taking design, exciting interactive elements and exclusive products, Warner Bros. Worldwide Tours and Retail Destinations includes Harry Potter New York (the first Harry Potter flagship store opening in spring 2021); the Platform 9 ¾ Group with shops in central London and Heathrow and Gatwick airports; Harrypottershop.com, a web store offering the widest collection of Wizarding World ranges.
Primary Purpose of the Job:
• Lead the Visitor Experience department to deliver the highest levels of customer service and engagement. Ensure that the visitor experience, from the first contact point to the last, excites our visitors, exceeds their expectations and encourages repeat visits.
• Maximize the potential of the ticketing system to ensure highest possible attendance numbers and ticket yield.
• Forward plan to ensure that the Visitor experience strategy is met and developed, bringing the Tour to life, including seasonal activities and events to create a marketing story and a reason to re-visit.
• Ensure the safety of all our visitors and staff.
• Deputise for the VP Tours WBSTT as required. This role is the primary management position for running the Tour operation and will be based at the Tour full time including evenings and weekends.
Essential Job Functions:
Customer
• Ensure that the experience at WBSTT exceeds visitor expectations by delivering consistent, high levels of presentation, through both the staff and the exhibit (internal and external, including signage and way finding)
• Set service level standards/agreement across WBSTT functions and monitor delivery to standard ensuring operational readiness of all aspects of the experience.
• Support the promotion of secondary income opportunities within the Tour, such as audio tours, guidebooks, photography etc. and work with Commercial Director to monitor sales and develop sales growth to set targets
• Manage the contract and work alongside and external creative team to develop the attraction and interactivity.
• Project management for specific, WB sponsored projects to drive the experience forward and secure repeat visits.
• Ensure a professional, friendly and helpful bookings service to trade and consumer clients. Handle all visitor enquiries and complaints correspondence to a high standard of customer satisfaction and within set timescales
• Benchmark the visitor experience externally, bringing new learning and setting industry leading standards within the Tour.
• Network and promote WBST within the local tourism community and the visitor attraction industry.
• Champion the needs of the customer in all areas and across all departments of the WBSTT and Warner Bros. Studios operation.
• Lead the creative development of the Tour, channelling the best ideas from brainstorm, concept to delivery as a visitor experience.
Operation
• Staff recruitment, motivation, training, development and performance management
• Support and develop the Visitor Experience Managers and ensure that all Visitor Experience functions are delivered to service standards, including interpretation, bookings service, customer care, car parking, wardrobe etc.
• Maintain the operational readiness of all Tour media through management of the Technical team. Develop new technology to exceed the expectations and enhance the visitor experience.
• Work closely with colleagues in the senior management team of WBSTT and across the WB organisation in Burbank and Leavsden
• Reporting of all Visitor Experience activities to pre-determined key performance indicators, including recommendation, planning and implementation for continual improvement.
• Work with Finance team to ensure accuracy of all reporting.
• Responsibility for till reconciliation and cash control from Visitor Experience activities.
• Work within WB processes and procedures.
• Develop communication procedures across the team and Tour. Everyone should feel well informed.
Management
• Provide support to the Head of Visitor Experience to run a rota for Visitor Experience Duty Management and Studio Tour Management team duty cover. Visitor Services will provide daily Duty Management cover to the WBSTT.
• Provide Duty Management training to other departmental managers.
• Management reporting of incidents to relevant external authorities and WB management through a set communications tree
• Provide support to the Customer Service Manager and develop the Call centre, ensuring the best level of response times and customer care
• Manage and develop departmental managers.
• Health and safety of WBSTT tour wide. Manage and develop health and safety initiatives, policy and procedures.
• Emergency Procedures including
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Jobcode: Reference SBJ-rox211-3-238-87-31-42 in your application.