Duty Manager 12 Month - Warner Bros. Studio Tour London U The Making Of Harry Potter

Job Description

Duty Manager 12 month FTC - Warner Bros. Studio Tour London – The Making of Harry Potter

Our studios are considered one of the foremost motion picture and television production and post-production facilities in the world. They inform, engage, and transport audiences to new worlds. The key to that lies with our WarnerMedia Studio Operations group, which includes areas like soundstage/backlot set rentals, events, design, culinary, construction, landscaping and much more. Whether it's hosting an unforgettable studio tour, creating an optimal workspace, or equipping talent to tell the best stories, these teams lay the foundation for WarnerMedia's memorable experiences.

Department Overview

Warner Bros. is the only Hollywood studio to possess and operate its own production facility in the UK following a £150 million-plus investment into the re-development and expansion of Leavesden Studios.

Warner Bros. Studios Leavesden (WBSL) has a typical daily population of some 2,500 comprising permanent staff, production crew and visitors. Since its launch in 2012 it has become the first choice of studio for many leading Directors. The facilities also service TV productions, commercials and music videos. The studio has continued to expand over the past six years with additional sound stages, offices, workshops and an exterior water tank being developed to keep up with demand. Further development is underway for two more sound stages and this is part of an ambitious masterplan with the expectation that the daily population will increase to 3,500.

In addition to the studios, the site is also home to the award-winning visitor attraction, Warner Bros. Studio Tour London – The Making of Harry Potter (Studio Tour). This is a behind-the-scenes walking tour and the only place in the world which features the authentic sets, costumes and props used in the Harry Potter film series. Visitors are invited to walk through the real Great Hall of Hogwarts, step onto the original Hogwarts Express, learn wand combat, ride a broomstick and taste Butterbeer.

Since opening in March 2012, the Studio Tour has welcomed over 10 million visitors. It operates on a pre-book only basis with a peak day accommodating 6,500 visitors. The tour is open seven days a week with an events business that runs private corporate events in addition to evening events for consumers. The Tour also has plans to develop and construction is currently underway for an expansion which will open in summer 2019 that includes a new welcome hub and the opportunity to increase visitor numbers to 9,000 per day at peak.

As part of the delivery of the visitor experience we have many effects and interactives, all housed within our purpose-built facility, that excite, engage and provide our visitors with an insight into how these incredible films were made. Working with a passionate and dedicated attraction team the duty manager is part of a diverse and exciting Visitor Experience department who help to deliver a world class visitor experience.

The Job

The purpose of this role is to lead the Studio Tour Teams, ensuring the highest levels of customer experience and engagement. Ensuring that out customer experience, from the first contact point to the last exceeds expectations and encourages repeat visits.

The Daily
• Leading the operation to ensure that the highest possible service standards are being delivered.
• Deliver daily ops briefings to keep all teams appraised an updated on all operational matters.
• Proactive relationship management with key contactors ensuring that relevant SLA's are being delivered.
• Ensure a close working relationship to support the Facilities team helping address any facilities management issues at the Studio Tour.
• Ensure operational readiness each day in order for the Studio Tour to open to visitors.
• Ensure that the Duty Management report is accurately completed and includes relevant operational occurrences, is a true reflection of the day.
• Work with all departments to ensure issues requiring escalation are being followed through and rectified where appropriate.
• Ensure that the team are trained to the highest standard with regular team training including; industry compliance training e.g. Fire Marshal responsibilities.
• Adhering to all H&S policies and procedures and helping to promote a culture where H&S is of the highest importance & priority.
• Ensure a safe environment is adhered to for all visitors and staff.
• Deliver the duty management rota to ensure that the duty management function is suitably staffed at all times.
• Adapt all BCP plans to reflect the ever-changing environment of Studio Tour, including but not limited to Fire and building evacuation.

The Essentials
• 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.
• Strong leadership and interpersonal skills.
• Problem solving and decision making across all areas daily.
• Communicates in a timely & effective manner to enhance operation.
• IT literate with excellent Microsoft office skills.
• Educated to degree level (or to a minimum of 'A' level standard or equivalent qualification with extensive vocational experience).
• IPAF and PASMA
• IOSH

The Nice To Haves
• NEBOSH Qualification

Working pattern and duty management

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. Because we never stand still, a high level of flexibility is required to suit the needs of the business. This can include working weekends, bank holidays, school holidays and late evenings, in rotation with other team members.

As an ambassador for the business, the Duty Manager will support and deputise for the Head of Visitor Services, in working with commercial partners and attending meetings in their absence.

Jobcode: Reference SBJ-gwm80y-18-188-163-142-42 in your application.