Head of Food and Beverage

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.

Located in the heart of the city, Warner Bros. Studio Tour Shanghai – The Making of Harry Potter is an indoor attraction designed to transport visitors into the world of filmmaking, revealing production secrets through interactive experiences, showcasing stunning sets, and displaying beautifully crafted props. 

This new attraction will deliver the Studio Tour values of exceptional customer service, experiences that exceed visitors’ expectations and the very best in Harry Potter retail.

Warner Bros. Studio Tour Shanghai will be operated in partnership with Jinjiang International (Holdings) Co., Ltd, a State-Owned Enterprise, ensuring a world-class experience for all who visit.

We are looking for Head of Food and Beverage, who will lead the Food & Beverage (F&B) business at the Warner Bros. Studio Tour Shanghai, overseeing the operations of appointed caterers to drive revenue and exceed guest expectations through best-in-class product quality and an exceptional guest experience.

• Revenue and Service Delivery
  • Ensure revenue targets are achieved by maximising all commercial opportunities.
  • Lead effective commercial management, including developing sales forecasts and implementing positive, well-documented action plans to maximise profit.
  • Ensure appointed caterers’ activities are delivered in line with Warner Bros. Studio Tour Shanghai guidelines and agreed service standards.
  • Analyse and interpret business data and guest feedback (including review comments) to continuously enhance the product offering and service delivery.
  • Support the development of new revenue streams, business opportunities, and F&B initiatives connected to events and guest activations.
  • Partner with the Event Sales team to ensure all events are planned and delivered to the highest standards, driving guest satisfaction and positive word-of-mouth.

• People
  • Lead, motivate, and develop the leadership team and staff employed by appointed caterers to deliver the highest levels of service and revenue performance.
  • Lead and monitor Health and Safety policies and procedures to maintain a safe and clean environment for staff and visitors.
  • Oversee manpower planning, scheduling, and rosters to ensure staffing levels are aligned to forecasted attendance.
  • Strategically manage staff training content and frequency to ensure the team are fully equipped to meet visitor needs and deliver optimum service standards, as well as to support the performance and development of direct reports.
  • Support effective after-sales service to maintain customer loyalty and satisfaction.
  • Take responsibility for personal development through one-to-one coaching with the line manager.

• Product Innovation
  • Drive continuous improvement in the F&B product offering and services to meet the needs of visitors.
  • Maximise margins through cost management and effective pricing to improve financial outcomes for appointed caterers and Warner Bros. Studio Tour Shanghai (WBSTS).
  • Partner with the Event Sales team to develop and explore new ideas and product offerings for events, including corporate, social, and government-led activities.
  • Manage and administer brand approvals for products and services, including regular coordination with colleagues in the Global Franchise Development team.
  • Monitor stock levels held by caterers and proactively identify and resolve potential out-of-stock risks.
  • Ensure outlets are visually merchandised to the highest standards, with correct signage and POS materials used across all locations.

• Administration
  • Compile information and prepare reports with a high level of accuracy.
  • Ensure administrative processes are complete, accurate, and up to date.
  • Manage and authorise purchase orders in accordance with WBSTS policy.

• Duty Management
  • Act as Building Controller during event activities, with responsibility for the site, Health & Safety for the tour and guests, and operational activity during event delivery.
  • Support the WBSTS team as part of the duty management team (within a seven-day rota, including weekends and evenings).
  • Participate in Studio Tour cover as required, including weekends, bank holidays, school holiday periods, and late-evening coverage, in rotation with other team members.

• College degree or equivalent experience.
• Minimum 10+ years of experience in food & beverage team management, with at least 3 years in a Senior Manager role. A background in leisure & entertainment, hospitality, or catering service industries is highly preferred.
• Strong communication and coordination skills, able to work seamlessly with outsourced F&B teams, suppliers, visitors and other departments to coordinate resources effectively.
• Proficient in F&B service processes and safety rules, able to spot and resolve hidden safety risks, properly handle customer complaints to protect the company's brand image.
• Expert in F&B cost control, budgeting and financial management. Strong data analysis and decision-making skills, able to propose and implement effective improvement measures.
• Excellent leadership and team management experience, able to effectively motivate internal and outsourced team members to improve team performance.
• Strong stress resistance and problem-solving skills, able to respond quickly and properly handle the emergencies.
• Native-level Mandarin and business-level English are required.

Please note that this position is employed through Warner Bros. Discovery’s joint venture with Jin Jiang International (Holdings) Co., Ltd. The joint venture entity is Shanghai WB Jinjiang Studio Tour Co., Ltd. Successful candidates will be hired by the joint venture company and assigned to work with Warner Bros. Discovery as required for this project.

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.

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