Tour Guide Manager Jobs in Illinois (NOW HIRING)

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.
Our studios are considered one of the foremost motion picture and television production and post-production facilities in the world. They inform, engage, and transport audiences to new worlds. The key to that lies with our Studio Operations group, which includes areas like soundstage/backlot set rentals, events, design, culinary, construction, landscaping and much more. Whether it's hosting an unforgettable studio tour, creating an optimal workspace, or equipping talent to tell the best stories, these teams lay the foundation for the memorable experiences we provide.
Warner Bros. Discovery is the world's leading media and entertainment company, with many titles and unique brands to fill every portfolio, including TV, film and streaming. We produce and distribute programs and services in more than 220 countries and territories, in more than 50 languages, to inform, inspire, laugh and Major brands and networks under the Warner Bros Discovery umbrella include. Discovery Channel, discovery+, CNN, DC, Eurosport, HBO, HBO Max, HGTV, Food Network and others. For more information, visit www.wbd.com
The Job
Warner Bros. Worldwide Studio Tours and Retail division is home to an expanding portfolio of Warner Bros. Discovery-owned visitor attractions and experiential retail stores around the world, each created with visitor engagement and exceptional customer service at their heart. The division includes Warner Bros. Studio Tour London - The Making of Harry Potter and Warner Bros. Studio Tour Tokyo - The Making of Harry Potter which opened in 2023. The division also supports Warner Bros. Studio Tour Hollywood, a guided tour showcasing the production secrets behind the best loved films and television shows in the world of entertainment at the studios where they were made.
Warner Bros. Worldwide Studio Tours and Retail specializes in experiential retail and is home to The Harry Potter Shop at Platform 9 ¾, Harry Potter New York - the iconic flagship store as well as offering an online experience at Harrypottershop.com.
This position will support Inventory operations at the Harry Potter Chicago store by maximizing customer and fan engagement in an awe inspiring, best in class retail environment. This role primarily supports the store with operational responsibilities in the non-customer facing areas surrounding inventory integrity, product customization and merchandising. Additionally, you will be expected to connect with our guests by providing excellent service and addressing their needs to enhance their shopping experience.
The Daily
Follow guidance and direction from the Assistant Store Manager (ASM) and Lead when they are present.
Work effectively and productively with other associates to ensure high standards of service and operational efficiency.
Participate in training sessions and apply knowledge of brand and product information to daily tasks.
Foster a positive and respectful work environment.
Adhere fully to store dress code.
Be on time to all scheduled shifts
Adhere to all brand standards and procedures in the Inventory Operation areas.
Assist with daily opening and closing procedures as directed by the Lead or ASM.
Help maintain a clean and safe work environment by following safety guidelines, training and equipment maintenance.
Support inventory management tasks, including conducting cycle counts, making inventory adjustments, and handling stock placements and transfers.
Assist in managing store inventory and replenishment as needed.
Assist with customization of products using personalization machines.
Assist store visual teams to maintain and setup planograms.
Ensure that personalization orders are accurate and processed in a timely manner.
Contribute to achieving daily sales goals by actively engaging with customers and supporting sales initiatives.
Follows store and company priorities to achieve targeted results.
Focus on improving Units Per Transaction (UPT) and Average Price Transaction (APT) through direct interaction and customer service.
Support the ASM and Lead in addressing and resolving guest issues to ensure satisfaction and adherence to service standards.
Provide a positive and seamless experience for guests by delivering excellent service.
Support the ASMs and Leads in addressing and resolving guest issues to ensure satisfaction and adherence to service standards.
Prioritizes customer engagement throughout the store.
The Essentials
Good understanding of business and financial concepts and demonstrated ability to lead the team to drive results.
Established time management, prioritization, and organizational skills.
Ability to communicate clearly and effectively with a positive attitude.
Proficiency with Word, Excel, PowerPoint.
Must have open availability for a flexible work schedule that meets the needs of the business, including overnights, evenings, holidays, and weekend shifts.
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 a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.