WARNER BROS. STUDIOS LEAVESDEN (WBSL)
JOB TITLE: Visitor Experience Host
DEPARTMENT NAME: Visitor Experience
REPORTS TO: Visitor Experience Team Lead
DIRECTLY SUPERVISES: N/A
Warner Bros. Studios Leavesden (WBSL) is a purpose built, state-of-the-art film and television studio offering one of the largest facilities in the UK. This 200 acre secure site has a quarter of a million square feet of stage space, back-lot tank, one of the largest heated underwater filming tanks in Europe and an 100 acre back-lot.
WBSL has a collection of ten sound stages, some of which are the largest in the UK. The site also has its own, on-site Production Rentals division, which provides the industry with state-of-the-art lighting equipment, scaffolding and production supplies for stage and location shoots. WB De Lane Lea based in Soho, London, provides state of the art facilities in audio post production for feature films and television.
These facilities make Warner Bros. Entertainment the only Hollywood studio to own and operate a production and post production facility in the U.K.
Warner Bros. Studio Tour London – The Making of Harry Potter showcases the authentic sets, special effects and behind-the-scenes secrets of the Harry Potter film series. Located at the Studios where all eight films were produced.
Primary Purpose of the Job:
To ensure that our visitors are welcomed warmly to the Warner Bros. Studio Tour and that they experience the very highest standards of customer care and interpretive support in an exciting, intriguing and safe environment.
Full training will be provided for successful candidates.
• To play an active role in supporting excellence in the delivery of Warner Bros. Studio Tour London – The Making of Harry Potter, providing a warm welcome for all visitors
•Proactively engage and assist visitors in how best to maximize the enjoyment of their day – making visitors aware of the full range of experiences, products and services available to them at appropriate points in the Visitor Journey
•Present a friendly, helpful and knowledgeable interface between the attraction itself and all visitors to the attraction, working as an ambassador for both
•Interpretation of the site, the attraction and specific elements within the attraction
•Show a demonstrable empathetic understanding of the Visitors’ Journey and act in accordance with this at all times
•Deal proactively with any issues that may arise during the course of you duties – escalating any issues where appropriate
•Provide a warm farewell to all visitors
•Ensure safety of all staff and colleagues in accordance with WB policies and procedures
• To gain a working understanding of the Bookings process
• Work and ensure all events – corporate, trade and special, are well received and
•To be the initial point of contact for any customer feedback
•Promote interpretive talks, guidebooks, audio guides and retail products to visitors
•To host and manage groups visits and visitors
•Provide security to the assets products and equipment
•Provide point of contact support for all visitor orientated issues – missing child, incidents, theft, security issues, threats, suspicious package etc
•You will be required to stand for up to 4 hours at a time, performing light lifting and working outdoors
•Deal with all lost property enquiries, keep accurate logs of all items ensuring items are stored correctly
•Where applicable, operate tills, cloakrooms, information desks, car parking, phone systems, receiving cash, cheques, credit cards, cashing up, following appropriate procedures and associated administration and paperwork
• Perform designated tasks as per daily operational requirements and as directed by a team leader or line manager
Admissions / Tills / Commercial:
•Display confidence and accuracy on galaxy system as required dependent upon job role
•To gain full knowledge of all products, services, workshops, events and other commercial opportunities for visitors to enjoy
•Display confidence and accuracy in cash-handling
•Cashing up tills at end of day
•Be proactive in keeping waste and shrinkage to a minimum by rotating and recording stock and informing managers of faulty products.
•Be constantly vigilant and aware of ticket touts and fraudulent tickets, informing managers and Security
•Takes every opportunity to maximize sales and up-sell
•Attends and support quarterly stock-takes
•Shows ways of highlighting benefits of products to Visitors in order to increase sales
•Participates actively in department/ supplier incentive schemes to drive the business
•Enthusiastically up-sells and raises customer awareness of current promotions
•Ensures all areas that are working in are fully stocked, to capitalize on sales
•To assist the Visitor Experience Team in delivering and maintaining the highest operational standards in line with agreed operational procedures, policies and performance
•Report/Ensure cleanliness of immediate working area
•To assist the Visitor Experience Management Team in the co-ordination of any emergency procedures, ensuring the safety and wellbeing of visitors and colleagues at all times
•Any other duties as directed by your team leader or manager
•Occasionally you will be required to attend communication sessions and training sessions outside of your core working hours
Relevant Previous Work Experience:
•Experience of having provided a high standard of customer service in a visitor focused, customer service or retail environment
•Enjoyment of working confidently with the general public with a particular focus on families and young people
•Demonstrable influencing and listening skills
•Demonstrable ability to learn new skills and adapt to new situations within a visitor focused environment
•Previous experience of working with till systems is desirable
•Knowledge of a foreign language is desirable
•Excellent, communication, interpersonal and reasoning skills
•Presentations skills – ability to speak in public
•Previous work experience in a customer facing role
•Knowledge of and an interest in the Harry Potter Story and/or film making
•Ability to absorb written communiqués and transfer information on to visitors
•Ability to adapt to new situations
•Ability to answer visitor’s questions
Education / Qualifications:
Terms and conditions:
Core hours range from 8 to 40 hours per week. You will be required to work weekends as part of this working pattern. Weekend working includes both Saturday and Sunday. Your normal hours of work are between 8 am and 10 pm over the peak summer period and from 8 am until 8pm at other times.
All working patterns will include weekends and Bank Holidays.