LaplandUK

ACT 4 DUTY MANAGER - ASCOT - £240/day

ABOUT LAPLANDUK

Lapland UK was founded in 2007, by Mike and Alison Battle. 'Lapland' the experience is their original

adaptation of the Father Christmas story and secret world of the Elves, brought together through a 4-hour

immersive experience of unprecedented scale and quality, told through rich storytelling and interactive

activities. We pride ourselves on delivering a truly unforgettable experience for all guests, transporting families

into our secret, magical world.

ROLE OVERVIEW

The FC Land Duty Manager is accountable for the entire FC Land operation, leading and inspiring the

operational team, ensuring guests have a world-class experience. This is a multi-faceted role, which requires a

strong balancing of the demands of people management and protecting the guest experience, whilst also

delivering an efficient and effective operation.

The FC Land Duty Manager is the driving force behind an efficient operation, using our bespoke system to

allocate guests to available Father Christmas visit slots and ensure that team members are working effectively

and efficiently to ensure that guest throughput targets are met.

RESPONSIBILITIES;

Operations:

• On a rostered basis, work as the FC Land Duty Manager within Act 4, ensuring that guest throughputs

and employee performance are pro-actively managed.

• Manage a safe and best-in-class ‘FC Land’ operation strictly in-line with approved policy, processes

and instruction. Ensure a complete and up-to-date working knowledge of procedures, consulting with

Head Office on any required review or revision, ensuring a consistent and efficient operation.

• Have a thorough working knowledge of the ‘FC Land’ operation in order to effectively troubleshoot

and problem solve.

• Monitor CCTV to ensure that guest flow, staff movements and allocation of guests to available Father

Christmas visit slots are efficient and in-line with pre-determined throughput and capacity targets.
• Use our bespoke system ‘Harmony’ to monitor visit statistics and manage the allocation of guests to

available visit slots. Drive and improve efficiency when ‘completed visit’ statistics fall behind targets.

• Ensure consistent and accurate daily reporting of operational ‘FC Land’ KPI’s to the Act 4 Area

Manager and the wider Lapland operations teams where necessary.

• Work under pressure, ensuring that any risks to the operational delivery of the area are managed

effectively. Maintain consistent communication with relevant stakeholders, including; Event Managers,

Area Operations Manager, Photos Duty Manager and Guest Relations Duty Manager.

• Act as a champion for the ‘Lapland Accessibility and Inclusion’ policies, working with colleagues and

direct reports to ensure all are trained and working in accordance with the relevant processes.

• Attend to (and follow up) guest feedback, working closely with the Guest Relations team (and other

relevant stakeholders) to proactively address recurring problems.

• Deliver daily briefings to the FC Land teams, communicating key safety, operational, experiential and

departmental information in a timely manner.

• Assist the Management team in the co-ordination of any emergency procedures, ensuring the safety

and wellbeing of visitors and colleagues at all times.

Team Management:

• Work closely with the Act 4 Area Manager to ensure that the staffing of ‘FC Land’ is consistently at the

right level. Pro-actively address and resolve instances where staffing levels fall below the required

matrix for operation.

• Establish, lead and maintain a professional and positive working culture, acting as a role model.

Provide support and guidance for direct and indirect reports at all times.

• Ensure a high level of morale across all teams.

• Ensure that team attendance is high, managing absence in a timely and effective manner in

accordance with company policy.

• Work closely with HR and Resourcing colleagues on any recruitment requirements both before and

during the live event.

• Manage poor performance in a timely and effective manner, in accordance with company policy.

• Recognise and promote good performance and attendance.

Training:

• Deliver pre-approved training courses to both new and existing staff before and during the event.

• Attend ‘Train the Trainer’ courses (and other required training courses) as determined by the

business.

• Ensure a positive attitude and approach to training, with a willingness to learn and adapt as required

by the business.

VIP & PR Guests:

• Support the communication and requests of all VIP and PR guests as determined by the VIP manager /

team.

*The finish time is dependent upon the final customer leaving their personalised experience with Father

Christmas and sign off of your area from the on-duty Act 4 Area Manager.

KNOWLEDGE, SKILLS & EXPERIENCE

Essential Experience:

• Minimum one year working in live entertainment, event operations, visitor attraction operations or

control centre operations.

• Strong people management experience, with experience co-ordinating large teams within a guest facing operation.

• Working knowledge of best Health and Safety practices.

Desirable Experience:

• A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery

shoppers).

• A back ground in ice rink operations.

Skills / Knowledge:

• Excellent communication, interpersonal and diplomacy skills.

• Bright with a strong sense of initiative.

• Confident with technology.

• Flexibility of approach to working environment needs.

• Ability to work well in a team environment.

• Positive attitude throughout to ensure a good morale is sustained onsite.

• Organisational skills and attention to detail.

• Ability to work under pressure