LaplandUK

Key Responsibilities:

Guest Experience & Service Leadership

• Lead by example in delivering outstanding guest service across all retail and F&B outlets
• Ensure a warm, welcoming, and immersive environment that aligns with LaplandUK storytelling and brand values
• Manage and liaise with relevant department heads to monitor and react to guest feedback, complaints, or service recovery across F&B outlets and retail
• Ensure teams deliver accurate product, menu, allergen, promotional, and experience information
• Maintain calm, professional leadership during peak trading periods and high guest volumes

Food & Beverage Operations

• Oversee daily operations of the main restaurant and additional F&B outlets, ensuring smooth service flow and consistent standards
• Observe and ensure a smooth handshake between BOH and FOH for efficient processes. 
• Ensure compliance with all food safety, hygiene, allergen, and licensing requirements
• Monitor food quality, presentation, portion control, and speed of service
• Support menu execution, stock availability, and waste reduction initiatives
• Coordinate closely with kitchen teams and service staff to deliver seamless guest experiences

Commercial Performance & Sales

• Take accountability for daily commercial performance across retail and F&B outlets
• Monitor sales trends and adjust staffing, service flow, and stock levels accordingly
• Promote a strong commercial mindset across teams while maintaining guest-first principles
• Support delivery of daily, weekly, and seasonal sales targets

Financial Control & Transactions

• Oversee daily transactions across all outlets using the EposNow till system
• Ensure accuracy in till usage, refunds, discounts, and voids in line with company policy
• Manage daily cash (Jingle) handling, float checks, reconciliations, and end-of-day processes
• Ensure robust financial controls, compliance, and till security across all commercial areas

Stock Management & Supply Control

• Oversee stock management for retail and F&B, including food, beverage, and operational items.
• Work closely with Warehouse Stock Manager and F&B teams to ensure timely replenishment
• Monitor stock rotation, expiry dates, allergen controls, and storage standards
• Lead stock movement and stock takes during build, live operations, and de-rig
• Implement loss prevention and waste reduction strategies

Store, Restaurant & Café Presentation

• Ensure all commercial spaces are clean, well-presented, and aligned with brand standards at all times
• Maintain high standards across dining areas, counters, service points, F&B outlets, and retail floors
• Oversee signage, pricing, menus, and promotional displays
• Lead opening and closing procedures across all commercial outlets

Health, Safety & Compliance

• Take full accountability for health, safety, food hygiene, and fire safety compliance
• Conduct regular checks and audits, addressing issues promptly and escalating where required
• Ensure teams follow safe working practices, manual handling procedures, and hygiene standards
• Lead by example in promoting a safe, compliant, and professional working environment

Team Leadership & People Management

• Supervise, coach, and support retail and F&B teams throughout daily operations
• Lead team briefings, allocate roles, and manage staffing levels in line with trading demand
• Support induction, training, and ongoing development of team members
• Foster a positive, collaborative, and high-performance culture
• Ensure adherence to Elf Costume and appearance policies where applicable

OPERATIONS
 
• Manage a large team 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 relevant areas of operation in order to effectively troubleshoot and problem solve.
• 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.
 
TEAM MANAGEMENT
 
• Ensure that staffing is appropriately managed in the lead up to live shows, as well as throughout. 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 within the team, acting as a role model at all times.

• Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy.
• Working closely with the People Operations Manager, ensure recruitment requirements both before and during the live event are at suitable levels

• Address poor performance in accordance with company policy, whilst recognising and promoting good performance and attendance through reward and recognition initiatives.
 
HEALTH AND SAFETY
 
• Ensure a safe and secure environment for both colleagues and guests.

• 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 Event Control, inclusive but not limited to trip hazards, emergency issues, cleaning, site repairs.
 
TRAINING
 
• Deliver pre-approved training courses to both new and existing colleagues before and during the event.
• Attend ‘Train the Trainer’ courses (and other required training courses) as determined by the business.
• Conduct delegate training assessments and validations, having overall accountability that all team members within the operation are trained effectively with the required documentation complete.
 
VIP & PR GUESTS
• Support the communication and requests of all VIP and PR guests as determined by the VIP manager / team.

Essential Experience:
• Previous people-management experience, preferably with large teams within a theatrical, event or visitor attraction environment.

• Previous strong working knowledge of best Health and Safety practices.
• Experience co-ordinating cast members within a guest-facing operation.

Leadership & Communication

• Confident, clear communicator with the ability to lead diverse frontline teams
• Experienced in delivering briefings, delegating tasks, and managing performance.
• Able to resolve guest and team issues calmly and professionally.

Food & Beverage & Retail Operations

• Proven experience managing high-volume F&B and/or retail environments
• Strong understanding of food safety, hygiene, allergens, and service standards
• Comfortable balancing operational detail with guest experience & commercial goals

Commercial & Operational Focus

• Strong commercial awareness with the ability to drive sales and control costs
• Detail-oriented approach to financial controls, stock management, and compliance
• Able to make sound decisions quickly in a fast-paced environment

Adaptability & Problem Solving

• Thrives under pressure and during peak trading periods
• Proactive and solutions-focused when faced with operational challenges
• Flexible, hands-on, and willing to support teams physically on the floor

Systems & Physical Commitment

• Confident user of EposNow or similar POS systems
• Willing and able to support physically demanding tasks across multiple outlets
• Reliable, organised, and accountable for operational standards

Skills / Knowledge: 

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

Skills / Knowledge

• Excellent communication, interpersonal and diplomacy skills.
• Bright with a strong sense of initiative.
• Confident with technology & various staffing software systems.
• 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.

• Catering: Two meals per day provided 
• Accommodation provided if needed or £25 towards travel

Shifts & Availability: as you will be working on a rota basis with the other Commercial Duty Managers, good availability between October 2026- January 2027 is essential.

Training and Build period on-site: October TBC

Live Event Period: 7th November - 24th December