[New] Taking the Hogwarts experience around the world

“Our business is constantly moving and developing and becoming more engaging and interactive (with many new photo opportunities for example) as we bring the film making process to life, this is especially true for our localization to the Japanese market.”

As the Studio Tours and Retail business has grown, so has Sarah’s role.

“In addition to Leavesden, I now have teams in LA, New York and Tokyo. I really enjoy the opportunity to work with other cultures, adapt communication styles and build a cohesive, international team. Although, working across three time zones comes with its challenges!”

Sarah’s approach is to be honest/ be herself, trust others and treat everyone as she would like to be treated “The reality is that every workplace needs everyone. The best performance comes from a diverse team, who bring to the table different ideas and perspectives and are prepared to step forward in the good times and the tough”.

Local relationships

From a local perspective and as an employer how has the studio engaged with the community to the mutual benefit of both parties?

She was tempted away from a job she loved at the Royal Maritime Museum in Greenwich by the opportunity to set up a new attraction featuring one of the world’s most loved brands - Harry Potter.

It’s a challenge Sarah has relished. Over the years her role has grown to include Warner Bros. Studio Tour Hollywood; Harry Potter store in New York and the new Warner Bros. Studio Tour Tokyo, opening in Japan next year.

“I feel very lucky to have such an interesting and challenging role – I think it’s the best job in the world!”

Sarah continues: “As part of the my original interview I was asked how I would deliver a very special, high-quality experience, and I had the opportunity to create something new and ground breaking with the support and enthusiasm of such a wonderful team at the Tour – I think our exceptional visitor enjoyment and satisfaction scores tell the best story”.

High standards and excellent service

In terms of leadership, one of the most valuable things Sarah has learnt over the years is that without happy, engaged staff delivering exceptional customer service and consistent high standards, no amount of spellbinding content will make it a success. “We know that visitors will rate their experience much higher if they have had an interaction with a member of staff”, she says.

When Sarah joined the company, her role focused on creating and launching Warner Bros. Studio Tour London, after a few years there was a Studio Tour in Hollywood, and then Harry Potter New York in 2021, taking elements of the Tour into a retail setting. Now the focus is on Tokyo.

“It’s been a fascinating process to work with the original filmmakers to recreate the sets –this authentic attraction will be even bigger and have many new sets and interactives that are unique to Japan”.

“We are lucky to work in such a wellconnected, vibrant and diverse district. Around 80% of our staff live in the local area so the business is very much grounded in the community”.

Sarah explains that from the start the studio has built lasting, meaningful relationships with a broad range of local charities, schools and organisations many of which have a connection to its staff.

“As a company we offer sponsorship, fundraising, volunteering and skills sharing, importantly it’s a two-way partnership. We’ll ask for help from subject experts on a wide range of things from reviewing Tour accessibility for visitors and to sourcing new recruits”.

She concludes: “We also see a commercial connection with the ripple effect of the Tour on the local area as we work with and support local suppliers and visitors want to use local hotels, restaurants and taxis”.