Warner Bros Studio Tour London Visitor Host - Warner Bros. Entertainment Group - Leavesden Green

JOB TITLE:

Visitor Experience Host

DEPARTMENT NAME:

Visitor Experience

LOCATION: W

BSL

REPORTS TO:

Visitor Experience Team Lead

DIRECTLY SUPERVISES:

N/A

Company Overview

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 thirteen 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.

Key Responsibilities:

• 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
  


• Show a demonstrable empathetic understanding of the Visitors’ Journey and act in accordance with this at all times
  


• Provide a warm farewell to all visitors
  


• Ensure safety of all staff and colleagues in accordance with WB policies and procedures
  


• Ensure that all daily reporting and administrative requirements are completed to a satisfactory standard and in a timely manner
  


• Promote interpretive talks, guidebooks, audio guides and retail products to 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
  


• Proactively welcome, and efficiently load the school and trade bookings minimising the delay. 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
  


• 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.
  


• 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
  

Operational
:

• Deliver and maintain the highest operational standards in line with agreed operational procedures, policies and performance
  


• Actively support all commercial initiatives
  


• o 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
  


• Occasionally you will be required to attend communication sessions and training sessions outside of your core working hours
  

Selection Criteria

Education / Qualifications
:

• Numeracy skills
  


• Literacy skills
  

Terms and conditions:

Contracts range from 16 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.

There are both full time and part time positions available. All working patterns will include weekends and Bank Holidays (those on part time contracts will work a proportionate amount of weekends and bank holidays as those on a full time contract).