Reservations & Bookings Coordinator (32 Hours/Week)

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...

Are you a Harry Potter fan? If so, you’ll love working at the Warner Bros. Studio Tour London (WBSTL) – The Making of Harry Potter.

As a Reservations & Bookings Coordinator, you will deliver world class visitor engagement, ensuring that our customer experience across tours and retail, from the first contact point to the last, exceeds expectations and encourages repeat visits.

This is done by providing a first-rate experience by ensuring incoming telephone calls, emails, letters, and other forms of communication are answered within agreed service levels, and to achieve revenue targets.

Your Role Accountabilities...

• Prioritise effectively, ensure calls, emails, messages, and letters are answered in a timely and professional manner via operation of the booking system, delivering a high standard of customer service throughout.

• Maintain effective relationships and liaise with other departments within the business to minimize on site ticketing issues and gain updated product knowledge.

• Continually develop knowledge across all aspects of the company’s products including special offers and promotions to communicate and upsell products effectively to customers across Consumers, Schools, and Trade.

• Identify and escalate any systems or customer service issues to the Team Lead or Customer Service Coordinator.

• Proactively engage with and assist our visitors to help them maximise their enjoyment of the Studio Tour experience.

Qualifications & Experience...

• Proven customer service experience

• Confident communicator, both written and verbal

• High level of IT literacy

• Prior experience working with timed tickets/reservations to a fixed capacity within the leisure, heritage, museum, hotel, or theatre sector preferred.

• Previous experience of the Galaxy Gateway ticketing system (or similar) preferred.

Working Pattern

This role is a permanent part-time position (32 hours a week), working in 8 hour shifts between 07.45 and 18.15. Due to the varied nature of a visitor attraction, regular weekend (1 in 3) work will be required, across a seven-day rota.

Onsite Working - This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.

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 WBD

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].