LaplandUK

Key Responsibilities:

• 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 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. 
• Closely monitor F&B operations to ensure guest delivery and efficiencies with the chef 
• Request consumables, disposables and kit needed to deliver dining experience in advance of build 
• Work with Retail team to forecast and pre-order gifting which is included in the ticket packages.
• Ensure gifts are ready and available in advance of guest arrival

TEAM MANAGEMENT

• Establish, lead and maintain a professional and positive working culture within the team, always acting as a role model.
• Scheduling and shift allocation for hosts

• 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 
• Manage poor performance and attendance in a timely and effective manner,in accordance with company policy. 
• Recognise and promote good performance and attendance through reward & recognition offerings
• Reporting to Event Controller using event template
• Insight into guest satisfaction and NPS scoring to identify patterns, trends and resolve issues effectively.

HEALTH & SAFETY

• Ensure a safe and secure environment for both colleagues and guests. 
• Assist the Management team in the co-ordination of any emergency procedures, always ensuring the safety and wellbeing of visitors and colleagues. 
• 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 approved training sessions to new and returning Welcome Team colleagues before and during the event.
• Attend all required training programmes, including Train the Trainer courses and operational management training.
• Support training assessments and validation processes, ensuring colleagues are competent and confident in their roles.
• Maintain training records and ensure all required documentation is completed accurately and on time.

KNOWLEDGE, SKILLS & EXPERIENCE

Essential Experience

• Previous hospitality experience working with high profile guests on high ends events or experiences 
• Strong working knowledge of best Health and Safety practices.
• Experience co-ordinating cast members within a guest-facing operation.

Desirable Experience

• Experience within visitor attractions, immersive events, theatre, hospitality, or large-scale seasonal events.
• Understanding of KPI reporting, guest feedback analysis, and customer satisfaction measures.
• Experience using ticketing, booking, or operational management systems.

Skills & Knowledge

• Excellent communication, interpersonal, and customer service skills.
• Strong leadership and team management capability.
• Highly organised with excellent attention to detail.
• Proactive, solution-focused, and confident making decisions in a fast-paced environment.
• Comfortable using technology and digital systems.
• Flexible and adaptable in response to changing operational needs.

• Ability to work effectively under pressure whilemaintaininga positive guest and colleague experience.
• Positive attitude with a strong commitment to delivering exceptional guest experiences.

Life at LaplandUK:

At LaplandUK, we believe in the magic of collaboration, a steadfast commitment to excellence, and a team that's always willing to roll up their sleeves and get involved. Working with us means being part of a dynamic environment where collaboration brings out the best in everyone, diverse talents converge, and innovation thrives. Our commitment to excellence ensures that every team member is dedicated to achieving the highest standards, contributing to a workplace culture that values continuous improvement and outstanding results.

We're not just looking for employees; we want people who are excited to get involved, embrace challenges, and bring a hands-on approach to their work, creating a workplace full of positivity and collective success. Overall, working at LaplandUK offers a chance to be part of something truly special, where the wonder of childhood is celebrated by a team dedicated to making memories for children and families.

Passion for the Mission.

We are in service to belief. We understand the importance of what we do and its legacy.   

One Company

We only succeed together. We are a positive and caring group of people who embrace developing Lapland and ourselves.

Driven to Deliver Excellence 

Belief is in the detail. Powered by our purpose we challenge and innovate to exceed expectations in everything we do.

Salary – £18.00 per hour

Benefits:

• One free meal per working shift
• Free staff parking and shuttle bus service to and from site from local stations and car parks 
• 20% discount on retail items on selected dates
• Holiday paid at the end of the contract 
• Employee engagement events and perks throughout the season 

Customer Facing Role Requirements Where the Worker is in costume, will be expected to: 

• Remove all jewellery and piercings (no clear replacements) - this includes tooth gems/grills.
• Have neatly groomed, natural coloured hair, and as an elf, have all long hair in plaits.
• If worn, religious head coverings must be a neutral colour of brown, beige, or navy.
• Arrive on shift with none or natural make-up (foundation if worn must look like your natural skin tone); minimal mascara, no false eye lashes and no false or painted nails.
• No tattoos are permitted from the collar bone up for all customer facing roles. In addition, no tattoos are permitted below elbow for Food & Beverage, and 2 inches below elbow for all other customer facing roles on site
• Leave all watches, including smart watches and phones securely in your locker.

 
 
Please note we require a minimum commitment of 3 shifts per week