Duty Manager - FTC

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...

Working with a passionate and dedicated attraction team, the Duty Manager is part of a diverse and exciting Visitor Experience department that helps deliver a world-class visitor experience. As an ambassador for the business, the Duty Manager will support and deputise for the Operations Manager and Head of Visitor Services, in working with commercial partners - attending meetings, challenging standards in conjunction with and in their absence. In this role, you'll ensure the Studio Tour operates efficiently and safely while maintaining brand standards and visitor engagement. Ensuring that our customer experience, from the first contact point to the last, exceeds expectations and encourages repeat visits.

• Deliver daily operational briefings to keep all teams appraised and updated on all operational matters.
• Manage visitor flow around the attraction, working with teams to optimise experience.
• Proactive relationship management with assigned key contractors and commercial partners ensuring that relevant SLA's are being delivered. This contractor responsibility may be periodically rotated (for example between the cleaning company, security, the bus provider, first aid provider, in house facilities, pest control).
• Work with all departments to ensure issues requiring escalation are being followed through and rectified where appropriate.
• Actively work with the Project Management teams to support enhancement works to the Studio Tour.
• Support with the training of all new starters and managers through delivery of the Duty Management induction.
• Proactively seek ways to improve on procedures and processes.
• Reporting and administration of H&S reporting including trend and analysis. Conduct regular auditing of all department H&S practices.

• Managing the Cleaning contract, working with supplier to enable them to achieve key targets, improve provision, service & product.
• Managing the Tour H&S reporting process, collating statistics. Chairing monthly Health & Safety Meeting. Highlighting and Implementing improvements both proactively and reactively.
• Arrange induction for any productions working in R Stage.
• Reviewing & actioning supplies used during emergency response.
• Delivering training, documentation, and quick reference material for all teams for business resilience plans.
• Coordinating first aid training for all WBSTL First Aiders and providing communication to the team.
• Manage the contract with the Tour First Aid provider. Lead and implement First Aid initiatives such as PAcT Kits.
• Optimising use of SafetyCulture and managing users, templates & permissions.

• 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.
• Problem solving and decision making across all areas daily.
• IOSH.
• NEBOSH Qualification (would be an advantage).
• Food Hygiene Level 3 (would be an advantage).

• 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.
• A high level of flexibility is required to suit the needs of the business, the majority of your time when on duty will be expected to be customer facing, on the floor, throughout the Tour.
• As an ambassador for the business, the Duty Manager will support and deputise for the Operations Manager and Head of Visitor Services, in working with commercial partners - attending meetings, challenging standards in conjunction with and in their absence.