LaplandUK

GOLDEN EXPERIENCE SUPERVISOR - £17.00/h - ASCOT

About Lapland

Based on the original stories of Mike and Alison Battle ‘Lapland’, the show, is a ground-breaking immersive theatrical production that brings to life the mythical elven world of Father Christmas. Lapland celebrates the wonderment of childhood through our magical world, rich story telling & memory making experiences.

Role Overview:

The Golden Experience Supervisor is responsible for the operational delivery of the guest experience working to set SOPs. 
 

Reporting into the Golden Experience Manager, you will ensure the standards are set for every group and tour at each touchpoint throughout the experience working with a team of hosts. 

You will be the onsite go to, resolving any operational or staff challenge in the moment and sharing with the Golden Experience Manager for further direction. 

KEY RESPONSIBILITIES 

• Ensure hosts have all the requirements for guest tours; allocated seating in performance areas, dining rooms are set up and gifting stock is available. 
• Ensure a complete and up-to-date working knowledge of procedures, consulting with Guest Manager on any required review or revision, ensuring a consistent and efficient operation.
• Report any issues from hosts to the Golden Experience Manager across departments from Wardrobe to Food & Beverage. 
• 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.
• Deliver daily briefings to teams, communicating key safety, operational, experiential and departmental information in a timely manner. 
• Ensure standards are kept exceptionally high during the experience with spot checks and checklists. 
• Lead hosts day to day keeping morale high across the team and working alongside other departments aligning with the company’s values. 
• Coordinate staff schedules to ensure smooth and timely delivery and report any daily absences. 
• Report any staffing concerns. 
• Understanding of wider Event Safety plans and Evacuation processes. 
• 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 

• Attend training courses as determined by the business. 
• Successfully complete all E-Learning modules provided ahead of onsite training. 

KNOWLEDGE, SKILLS & EXPERIENCE

Essential Experience:

• Minimum one year working as a manager in a customer operations environment
• Strong working knowledge of best Health and Safety practices.
• Experience co-ordinating teams within a guest-facing operation. 

 Desirable Experience:

• A back ground in visitor attractions admissions operations is desirable, but not essential
• 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. 
• 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.

Where is Lapland?

Lapland is based in Whitmoor Forest, in Crown Estate on Swinley Road, Winkfield Row near Ascot SL5 8BD.

Key Dates

• PAID TRAINING: Your training plan will vary depending on your role. Training will take place on select dates between the end of October 2025 and the beginning of November 2025, training is mandatory.
• LIVE EVENT: Thursday 6th November - Wednesday 24th December 2025

Benefits

• Hourly pay of £17.00 per hour, plus holiday pay which is paid at the end of your contract
• Free hot meal per day
• Free coffee, tea and soft drinks
• 20% discount in LaplandUK retail shops on selected dates
• Free Parking Off-Site at Ascot Racecourse (shuttlebus direct to event site)
• Shuttlebus from Ascot Train Station to event site.

Working for LaplandUK is unlike any other role. By ‘Honouring Childhood Together’, we create memorable moments that families cherish forever. We can’t wait to welcome you to our secret, magical world this year!