Manager, Tour Experiences

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…

This position ensures the highest level of customer service and efficient administrative processes, while overseeing department policies and procedures. The role focuses on maximizing sales culture and business opportunities, ensuring customer satisfaction and product quality, and meeting the financial performance targets of our stores and cafes. Additionally, in partnership with the Manager of Studio Tour Retail, this position collaborates with the Merchandising Manager and team on loss prevention, inventory accuracy, and maintaining store stock and merchandising standards.

Your Role Accountabilities…

• Leads a team of in-house and 3rd party technicians. Analyzes repair/maintenance records to identify failure trends; communicates findings with maintenance vendor/manufacturer; leading the effort to improve efficiencies.
• Ensures the department runs smoothly, from opening to closing, including hiring, training, staffing, safety, security issues, uniforms, and cash handling. Also responsible for handling guest inquiries, addresses complaints and ensures a positive experience for all visitors.
• Responsible for helping ensure employees are informed of company news, studio activity, highlights, local information, and other changes pertinent to their roles. Support tour management through consistent and effective communication.
• Share business opportunities with supervisors such as new products, events, and changes/improvements to the operation.
• Assists in developing employees for career growth and mentors them for advancement. Assists in managing employee relations inclusive of performance management, disciplinary action, and coaching conversations.
• Helps Management team to forecast and manage labor and cost of goods budgets, as well as manages ticket sales and online ticket inventory. 
• Achieves necessary ratings for Department of Health Services inspections, and other audits in cafes.

Qualifications & Experience…

• High School diploma required or equivalent
• Must possess a strong technical background around projectors and show systems.
• 1-2 years’ experience working with the general public in a leadership role or equivalent leadership experience in hospitality, restaurant or retail environment.
• Available to work weekends and holidays and supports the Studio Tour as duty coverage as needed/scheduled
• Maintains a certified food handler certificate and ensures that all food handlers are DHS Food Handler certified.
• Must have experience in a retail environment
• Must have experience in a food and beverage environment
• Must have a certified food handler certificate
• Experience in asset management preferred
• Experience in exhibit creation and maintenance preferred
• Background as museum curator or archivist a plus.
• Experience in the training and development of personnel.
• Experience in vendor management preferred.
• Experience with invoice systems a plus.
• Excellent communication skills required
• Strong customer service skills required
• Must be able to deal effectively and tactfully with team members, executives, guests, and vendors
• Must be self-reliant, self-motivated, and can achieve goals and meet deadlines.
• Knowledge of communication devices.
• Proficient in Outlook, Excel, Word, and PowerPoint.
• Excellent attention to detail.
• Must be able to work in an industrial/warehouse environment.

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/