Reservations & Bookings Coordinator - Studio Tour London

Job Description

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.

Warner Bros. Studio Tour London – The Making of Harry Potter 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, features retail stores with merchandise celebrating the Harry Potter film series and has received over 40,000 reviews on TripAdvisor with 96% rating the experience as 'excellent' or 'very good'. Since launching, additions to the Tour include Platform 9 ¾ featuring the original Hogwarts Express, the Forbidden Forest and Gringotts Wizarding Bank. In December 2018, WBSL acquired the Platform 9 ¾ group which sells Wizarding World merchandise, souvenirs, and collectibles. It includes shops at Kings Cross Station, Heathrow Terminal 5, and Gatwick's North Terminal.

The Job

To deliver the best level of customer care and ensure that incoming telephone calls, emails and letters are answered within agreed service levels, and to achieve revenue targets.

The Daily
• To ensure calls and emails are answered in a timely and professional manner, delivering the best customer service, prioritising workload with incoming telephone calls
• To take responsibility for maintaining a high level of general product knowledge and current information.
• Learn and deliver information on Trade and school bookings and carry out ticket fulfilment duties
• Achieve personal and team call answering and sales targets via agreed Service Level Agreements and Key Performance Indicators, as set with the Team Leader
• To deliver induction and training (including specific systems training) to Bookings and Reservations team colleagues as requested by the Team Leader
• To escalate any systems or customer service issues to the Team Leader or Customer Service Coordinator
• To develop an in depth knowledge, fully understanding how to operate the computerized booking systems
• To offer alternatives for the customer if the original request in unavailable
• To accurately record all data such as promotional codes and marketing areas for all bookings and customer enquiries
• To ensure that all equipment is well maintained, cared for and all faults are reported promptly
• To maintain effective relationships, and liaise with other departments within the business to minimise on site ticketing issues and gain updated product knowledge
• To contribute to a positive and professional environment within the Bookings and Reservations department at all times
• To take responsibility for own personal development through one-on-one coaching from line manager

The Essentials
• Working with timed tickets/reservations to a fixed capacity
• Understanding of industry standards in all areas of the operation including call response times and email/written confirmation procedures
• Previous experience of the Galaxy Gateway ticketing system (or similar)
• Excellent written and verbal communication skills with proven experience of letter writing
• Working as part of a team and flexible approach
• Well organised and focused, able to prioritise work load and manage change
• IT literate and good working knowledge of reservations/ticketing systems

The Nice to Haves
• Working in the leisure, heritage, museum, hotel or theatre sector would be an advantage
• Working in a bookings and/or reservations and/or contact centre
• Understanding of Health and Safety regulations

Working Pattern

The role will require regular working during evenings, weekends and school holidays which are the peak operating times.

Jobcode: Reference SBJ-gkwv2p-3-149-26-176-42 in your application.