LaplandUK

Job Title

Frozen Pond Supervisor

Business Division

Event Operations

Reports to

Act 3 Area Manager

Direct Reports

Frozen Pond Skate Handlers

Frozen Pond Skate Marshalls

Primary Working Location

Whitmoor Forest, Ascot, SL5 8BD

Daily Rate

£180

Daily Shift Times (subject to review)

08:00 – 21:30*

Dates

Training Period Onsite: 4th – 7th November 2024

Live Event Period: 7th November – 24th December 2024

Catering

One meal per day to be provided.

*The finish time is dependent upon the final customer leaving Act 3 and sign off of your area from the on-duty Act 3 Area Manager.

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 Frozen Pond Supervisor is accountable for the entire ice rink operation within The Elven Village, leading and inspiring a team of skate handlers and marshalls, as well as 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 Frozen Pond is a free-to-use ice rink located at the heart of the Lapland UK experience, with this supervisor role ensuring that every guest has an experience that they will never forget, for all the right reasons. RESPONSIBILITIES OPERATIONS

• On a rostered basis, work as a Frozen Pond Supervisor within Act 3, ensuring that guest throughputs and employee performance are pro-actively managed.

• Have a thorough working knowledge of the ice rink and the skate exchange, in order to effectively troubleshoot and problem solve.

• Ensure a consistent and accurate daily reporting of operational KPI’s for your area to the Act 3 Area Manager and the wider Lapland operations teams.

• 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 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.

• Report any health and safety accidents or near misses into the Act 3 Area Manager to the pass onto Event Control. TEAM MANAGEMENT

• Work closely with the skate handlers and skate marshalls to ensure that the staffing at the Frozen Pond 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. VIP & PR GUESTS

• Support the communication and requests of all VIP and PR guests as determined by the VIP manager / team. KNOWLEDGE, SKILLS & EXPERIENCE Essential Experience:

• Minimum one years’ experience working as a manager in a customer operations environment.

• 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