WBSJ - Duty Manager, Visitor Service

Welcome to Warner Bros. Discovery… the stuff dreams are made of.Who We Are… When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.Your New Role...The goal of this job is to Lead the Studio Tour Teams, ensuring the highest levels of customer experience. Ensuring that out customer experience, from the first contact point to the last exceeds expectations and encourages repeat visits.Your Role Accountabilities...Leading the operation to ensure that the highest possible service standards are being deliveredDeliver daily ops briefings, such as the zero's briefing to keep all teams appraised an updated on all operational mattersProactive relationship management with key contactors ensuring that relevant SLA's are being deliveredEnsure a close working relationship to support the WBSF team helping address any facilities management issues at the Studio TourTaking responsibility for own personal development through one-on-one coaching from line manager.Ensure operational readiness each day in order for the WBSTT to open to visitorsRegularly act as Delta ZeroEnsure that the Duty Management report is completed and includes relevant operational occurrencesWork with all departments to ensure issues requiring escalation are being followed through and rectified where appropriateSupport with the training of all new starters through delivery of the Duty Management inductionAdministration and delivery of the Star Values incentive schemeEnsure that the team are trained to the highest standard with regular team training including; industry compliance training e.g. Fire Marshal responsibilitiesAdhering to all H&S policies and procedures and helping to promote a culture where H&S is of the highest importance & priorityEnsure a safe environment is adheed to for all visitors and staff.Conduct regular auditing of all department H&S practicesComply with latest statutory, legislative industry regulationsOptimise service provided by team and self, leading by example to ensure that high standards of operational readiness are metCommunicating and working together with other WB departments and partnersManage the reporting of incidents to relevant WBSJ teamsKeep up to date with changes to the operation and be seen as expert in fieldLead by example demonstrating best practice to all WBSTT staff and 3rd partiesDeliver the duty management rota to ensure that the duty management function is suitably staffed at all timesProactively seek ways to improve on procedures and processesControl of operational expenditure levels within an agreed limitAdapt all BCP plans to reflect the ever-changing environment of WBSTT, including but not limited to Fire evacuationReporting and administration of H&S reporting including trend and analysis feedback for all teamsQualifications & Experiences...Relevant Previous Work ExperiencePrevious supervisory experience in a similar environment (e.g. within tourism, leisure or heritage industry).Experience of having worked within a fast-paced environmentProject management experienceSkills Required:Understanding of facilities managementStrong leadership and interpersonal skillsProblem solving and decision making across all areas daily.Communicates in a timely & effective manner to enhance operation.Engages effectively with customers & staff.IT literate with excellent Microsoft office skillsWell organized and focused.Able to prioritize workload and manage change in an environment that never stands still.Work as part of a team with a flexible and caring approach.Education/QualificationsFull use of Microsoft Office Suite would be advantageous.A training qualification would be an advantageWorking Pattern: 37.5 hours a week working shifts.Regular weekend and evening work required.Because of the adaptive nature of this role flexibility is required to suit the needs of the business.How We Get Things Done…This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.Championing Inclusion at WBDWarner 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.If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.