Admissions Team Leader (12 Month Contract) - Warner Bros. Studio Tour London (WBSTL)

Every great story has a new beginning, and yours starts here.

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.

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 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 the memorable experiences we provide.

Department Overview…

The Admissions Department are the first people that visitors to the Warner Bros. Studio Tour see upon arrival, and the last they see before heading home. The Admissions Hosts are involved in the crucial and informative early moments when visitors arrive on site and have a hand in explaining how the Tour works, resolving any booking issues, and providing added value to the entrance experience while building excitement for our visitors.

What’s in it for you?

• Competitive salary

• 25 days holiday (pro-rata)

• GymPass or free access to our onsite gym

• Exclusive access to our streaming services, with our exciting HBO, Discovery, TNT Sports and Warner Bros. content

• Staff discounts on Studio Tour tickets, retail, food and beverage

• Access to Friends and Family events

• Free onsite staff car parking

• Complimentary staff shuttle bus between Watford Junction and our Studio Tour

• Onsite staff Studio Café

• Option to join our pension and private healthcare schemes

Your New Role…

The primary purpose is to ensure that the Admissions team run effectively to provide the highest level of Visitor Experience. This will include a balance of administrative and operational responsibilities.

Your Role Accountabilities…

• First point of contact for any issues which may arise from a visitor perspective during their visit – enabling the Admissions team to carry on with their duties, resolving any issues and escalating to the Duty Manager as required.

• Lead people and performance management discussions with team members, providing coaching and development, and when necessary, holding formal meetings in accordance with the absence and lateness policies with support from the P&C (HR) team.

• Complete daily work schedules using Microsoft Excel to ensure adequate staffing levels for every operational day in a timely manner to provide the team with enough notice.

• Work with the GOTech, Call Centre and Trade teams to ensure Galaxy ticketing system is working, any issues are resolved, and all reports are accurate.

• Send daily Tour attendance reports and formatting arrivals reports for the Senior Leadership Team and our commercial partners.

• Ensure accurate reporting of team hours in preparation for payroll reports.

• Share knowledge of the Harry Potter & Warner Bros. Franchises with our visitors.

• Create & deliver training sessions for Admissions staff and ensure quality of work by providing operational team briefings, on/off the job training and support where necessary.

• Always champion the safety of visitors and staff, making sure that the team operate in accordance with WBSTL H&S policies and procedures at all times, ensuring all risk assessments are up to date and that all team members are aware of their responsibilities.

Qualifications & Experience…

• Ability to learn new skills and adapt to new situations within a fast paced, visitor focused environment.

• Excellent interpersonal and communication skills via email, telephone and in person.

• Experience of using a ticketing system.

• Experience of staff scheduling.

• Experience using Microsoft Office.

• Enjoyment of working confidently with the general public. including speaking to large groups.

Working Pattern…

• Your contract is a 12 month Fixed Term Contract.

• This role is full time (40 hours a week), working in 8 hour shifts between 07:00 and 22:30.

• Due to the varied nature of a visitor attraction, regular weekend work will be required (working 1 weekend in 3), across a seven-day rota.

• You will be required to stand for up to 4 hours at a time, perform light lifting and work outdoors in all weather conditions.

Business Overview…

Warner Bros. Studio Tour London – The Making of Harry Potter opened its doors on 31st March 2012. The unique attraction offers visitors the ultimate chance to get up close to authentic sets, discover the magic behind spellbinding special effects and explore the behind-the-scenes secrets of the Harry Potter film series including stepping in to the Great Hall and Gringotts Wizarding Bank. The Studio Tour has welcomed over 15 million visitors and has been well received with 96% of the 46,000+ reviews on TripAdvisor rating it as ‘Excellent’ or ‘Very Good’ and over 60,000 4- or 5-star ratings on Google Reviews.

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.

The Legal Bits…

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. 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 and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at [email protected].