WBSTL: Visitor Experience Apprentice

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.

The goal of this apprenticeship is to gain a full knowledge of the visitor operation by rotating through three teams (Admissions, Interactors and Retail) every six months. The role will deliver world class visitor engagement, ensuring that our customer experience across the Studio Tour, from the first contact point to the last, exceeds expectations and encourages repeat visits. Presenting a friendly, helpful and knowledgeable interface between the tour itself and all visitors to the attraction, working as an ambassador for WBD.

Your New Role...

Admissions

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 ensuring all visitors have all the information they require to have a memorable visit.

Interactor

Proactively engage and assist visitors in how best to maximize the enjoyment of their day using interpretation skills, Harry Potter film awareness, film making knowledge and scripted support sheets. Sharing interesting facts, stories, statistics and information, of the full range of experiences, products and services available to them.

Retail

Bringing the world of Harry Potter to life through tangible gifts our visitors can take home, that reminds them of the exceptional Tour experience they've had. Retails job is to provide exceptional customer service by engaging with visitors, immersing them with their favorite props such as Wands and Chocolate Frogs and going above and beyond to guarantee that our visitors leave with the perfect souvenir for themselves, friends and family.

Your Role Accountabilities...

• To maintain effective relationships and liaise with other departments within the business to ensure smooth running of the operation
• Ensure the health and safety of all visitors 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.
• Take responsibility for maintaining a high level of general product knowledge and current information.
• Be proactive in keeping waste and shrinkage to a minimum by rotating and recording stock and informing managers of faulty products.
• Where applicable, operate tills, cloakroom and lost property systems, car parking, queue management, phone and email systems, cash handling and credit cards, following appropriate procedures and associated administration and paperwork.
• Proactively engage and assist visitors in how best to maximize the enjoyment of their experience - making visitors aware of the full range of experiences, products and services available to them at appropriate points in their journey.
• Effectively respond to any visitor feedback and work to resolve any issues.
• Deal proactively with any issues that may arise during the course of your duties - escalating any issues where appropriate, ensuring that a high standard of customer service is always delivered.

Qualifications & Experience...

• Our apprenticeship positions are designed to be an alternative to university education, therefore we are only seeking applications from people who have not already graduated from university with a degree.
• Excellent written and verbal communication skills.
• Have excellent interpersonal and communication skills as well as possessing an understanding of the varied needs of our visitors.
• Demonstrable ability to learn new skills and adapt to new situations within a visitor focused environment.
• Presentation skills - ability to speak in public to groups of up to 150, with a particular focus on families and young people. Both scripted elements and improvisation required.
• Well organized and focused, able to prioritize workload and manage change.
• IT literate

The Apprenticeship...

• Salary: £20,500 p/a
• Contract Length: 18 months
• Start Date: 23rd September 2024
• 25 days annual leave
• Qualification: Level 3 Customer Service Apprenticeship
• You will gain hands-on experience working on business-critical projects.
• You will have access to personal and professional development courses, executive speakers' series, special screenings and more.
• You will be part of our Early Talent network of over 100 interns & apprentices, meaning you will have an important support network of other students, graduates and apprentices and plenty of opportunities to socialise

Due to the varied nature of a visitor attraction, possible weekend and regular late evening work at the Studio Tour on event nights will be required, across a seven-day rota with other team members.

You will be required to stand for up to 4 hours at a time, perform light lifting and work outdoors .
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 recruitadmin@wbd.com.

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