*** *** showcases some of the most iconic and cherished entertainment, news and sports brands in the world, but we are much more than that. *** *** is truly where art meets science. Our combination of cutting-edge technology and an unrivaled commitment to groundbreaking storytelling builds a sense of community and meaningful connection that is shaping the future of *** . We create rewarding opportunities acrossour entire family of brands, while championinga spirit of inclusion, innovation, self-development and support. Join *** *** as we think big, live true and make the stories that move the world.
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Company Overview
*** Discovery is a leading *** and entertainment company that creates and distributes premium and popular content from a diverse array of talented storytellers and journalists to global audiences through its consumer brands including Discovery, *** , *** Max, *** , *** , *** , *** , *** , *** , *** , *** , *** , *** *** , Sports and others.
*** Studio Tour Tokyo - The Making of Harry Potter
The newest addition to the division will be *** Studio Tour Tokyo - The Making of Harry Potter (****T), an indoor attraction that will invite visitors to step into the fascinating behind-the-scenes world of Harry Potter and the Wizarding World. The Studio Tour Tokyo will offer special features to enable visitors to deepen their understanding of how the Harry Potter and Fantastic Beasts films were made. With iconic film sets to explore, costumes and props to discover and magical experiences to delight, the indoor attraction will invite visitors to enjoy scenes from the films first-hand and discover how the world's favorite book series was brought to life on screen.
Unlike a theme park, the Studio Tour will allow visitors to step into film sets and enjoy an exciting entertainment experience. This will be only the second tour of its kind in the world and will build on the hugely successful *** Studio Tour London (****L).
Covering over 960,000 Sq Feet *** Studio Tour Tokyo - The Making of Harry Potter will be opening in Toshimaen in the first half of 2023.
Pre-opening
- In consultation with Visitor Experience Manager, develop and implement Visitor Experience strategies.
- Recruiting and training the Visitor Experience team, including personnel with certifications as required by law.
- Negotiating and executing contracts with third-party vendors to be employed for the post-opening operation.
Primary Purpose of the Job:
- Assist and support the Visitor Experience Host team ensuring the highest levels of customer ser *** and engagement, ensuring that our customer experience, from the first contact point to the last, exceeds expectations and encourages repeat visits.
- Maximize the potential of the ticketing system to ensure highest possible attendance numbers and ticket yield.
Essential Job Functions:
Customer
- Ensure that the guest experience exceeds visitor expectations by delivering a consistent, and high level of presentation, for both the staff and the exhibit (internal and external, including signage and visitor flow etc.
- Monitor standards of delivery, ensuring operational readiness of all aspects of the experience.
- Support the promotion of secondary income opportunities within the Tour, such as audio tours, guidebooks, photography etc., and monitor sales and develop sales growth to set targets.
- Ensure a professional, friendly and helpful bookings ser *** to trade and consumer clients.
- Introduce best practice in bookings, simplifying the administrative processes.
- Handle all visitor enquiries and complaints correspondence to a high standard of customer satisfaction and within set timescales.
- Champion the needs of the customer in all areas and across all departments of the Studio Tour and ****T operations.
- Work closely with Visitor Experience Manager to devise and implement the customer ser *** strategy.
- Visitor Experience Hosts recruitment, motivation, training, development and performance management including feedback.
- Work closely with Visitor Experience Manager to develop a staff incentive scheme to increase individual motivation, commercial spends and promote teamwork. Celebrates successes of staff.
- Support, training and development the Visitor Experience Team Leaders.
- Ensure all Visitor Experience functions are delivered to ser *** standards, including interpretation, bookings service, customer care, car parking, wardrobe etc.
- Manage a staff rota to ensure that the Visitor Experience function is suitably staffed at all times.
- Work as part of the Visitor Experience Management Team and assists with other areas of the business as required.
- Work closely with colleagues on the Studio Tour and across the ****T organisation.
- Reporting of all Visitor Experience activities to pre-determined key performance indicators, including insight and recommendations for continual improvement.
- Manage for till reconciliation and cash control from Visitor Experience activities.
- Manage and assist Visitor Experience and admissions income budgets, delivering outcomes within budget. Plan and report on budgets and forecasts.
- Visitor Experience related Project management.
- Work within WB processes and procedures.
Duty Management
- Run a rota for Visitor Experience Duty Management and Studio Tour Management team duty cover. Visitor Services will provide daily Duty Management cover to the Studio Tour.
- Management reporting of incidents to relevant ****T management through a set communications tree.
- Work with Health and Safety Manager and on site security team.
- Manage and assist Emergency Procedures and Crisis Management including building evacuation, incident management and first aid.
Selection Criteria
Relevant Previous Work Experience
- Demonstrated ability to effectively perform in a management role in the tourism, leisure, attraction or heritage industry.
- Experience of a start up operation would be an advantage.
- Substantial customer ser *** background, working in an operational environment with significant large scale general public interaction.
- Broad Commercial experience, particularly in the area of ticketing and sales, with proven ability in the area of growing primary and secondary income.
- HR experience including management of large scale recruitment of staff and establishing training programmes from a zero base.
Skills Required
- Strong leadership and interpersonal skills to handle situations involving the general public, to build a strong staff and development of staff.
- Strong organizational and planning skills; excellent Microsoft office skills including Excel
- Communications skills to work effectively with a large team and other stakeholders.
- Language and finance skills for reports and presentations.
- Represent *** high standards promoting a positive and professional environment and act as role model for other staff.
- Excellent verbal and written communication skills both in Japanese and English
Education/Qualifications
- Educated to degree level (or equivalent qualification with extensive vocational experience).
- Full use of Microsoft Office Suite would be advantageous.
- A training qualification would be an advantage.
Working Pattern:
- 37.5 hours a week working shifts.
- Regular weekend and evening work required.
The Perks
- Exclusive *** *** events and advance screenings
- Paid time off every year to volunteer for eligible employees
- Access to well-being tools, resources, and freebies
- Access to in-house learning and development resources
- Part of the *** *** family of powerhouse brands
*** *** 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 with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at [Please reply using Staff Me Up].
This is not an exclusive Staff Me Up job. This partner requires you to apply on its own site.