Assistant Manager, Studio Tour

Warner Bros. Discovery•Burbank, CA

8d•$46,592 - $86,528•Onsite

About The Position

Working under the direction of the Manager, Director, and VP/General Manager, the Assistant Manager is responsible for the daily Tour operations by supervising front-line teams, ensuring a safe, welcoming, and high-quality guest experience, and maintaining consistent service and operational standards. This role oversees employee performance, administers discipline and performance documentation in alignment with Company policies and ensures accurate handling of employee documentation. This role also partners closely with P&C to promote clear communication and effective issue resolution.

Requirements

1–2 years of experience working with the public in a visitor attraction leadership role, or equivalent supervisory experience in entertainment, hospitality, or service-driven environments
High School diploma or equivalent required
Experience handling employee documentation, payroll processing, and compliance-related processes
Proficient in Microsoft Outlook, Excel, Word, and PowerPoint
Excellent verbal and written English communication skills
Strong customer service and interpersonal skills, with the ability to interact tactfully with team members, executives, guests, and vendors
Proven ability to work effectively with a multi-generational workforce and manage conflict constructively
Demonstrated professionalism, sound judgment, and calm decision-making in fast-paced, guest-focused environments
Self-motivated, organized, and able to meet deadlines while managing multiple priorities
Collaborative and adaptable, with the ability to adjust to changing business needs and evolving systems
Knowledge of communication devices and basic technical troubleshooting, including projectors and related systems
Ability to problem-solve, reason through issues, and understand project prioritization and timeliness
Availability to work overtime, including weekends, holidays, evenings, and special events as required

Nice To Haves

Key holder experience preferred
Demonstrated experience supporting compliance requirements and maintaining confidentiality
Experience training, coaching, and developing employees
Vendor coordination experience preferred; familiarity with invoice systems a plus
Experience with incident reporting, safety procedures, and emergency communication preferred
Prior experience in a high-volume, customer-facing operational environment with significant public presence

Responsibilities

Provide day-to-day guidance, training, and coaching to a team of employees to ensure exceptional guest service and adherence to work rules.
Reinforce customer service standards, including proper guest greeting, meaningful interaction, and accurate delivery of tour content.
Maintain employee-related documentation, policies, and procedures in compliance with organizational requirements.
Partner confidentially with P&C and Labor Relations on employee matters, including gathering facts, documentation and statements, attendance or conduct concerns, and incident reports as needed.
Process and submit weekly payroll accurately and in a timely manner.
Oversee daily staffing plans, including schedules, breaks, lunches, time-off requests, route adherence, and service coverage.
Ensure exhibit spaces are prepared for daily operations by completing opening and closing checklists and auditing lead checklists to promote consistency and accountability.
Remain highly visible and accessible to both employees and guests throughout the attraction, providing real-time support, issue resolution, and leadership presence during operations.
Assist department leadership with facility upkeep by coordinating repair requests with appropriate departments and troubleshooting operational or facility-related issues as needed.
Ensure employees are informed of company news, studio activity, attraction highlights, local information, and role-related updates through clear and consistent communication.
Maintain availability to work weekends and holidays based on operational needs.