LaplandUK

Key Responsibilities:

• Manage a safe and best-in-class ‘FC Land’ operation strictly in-line with approved policy,processesand 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.
• Monitor CCTV to ensure that guest flow, staffmovementsand 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’ tomonitorvisit statistics and manage the allocation of guests to available visit slots. Drive and improve efficiency when ‘completed visit’ statistics fall behind targets
• Work under pressure within the Operations Control hub of the area, 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
• Have a thorough working knowledge of the ‘FC Land’ operationin order toeffectively troubleshoot and problem solve.
• Ensure consistent andaccuratedaily reporting of operational ‘FC Land’ KPI’s to Head Office 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 workingin accordance withthe relevant processes.
• Attend to (and follow up) guest feedback, working closely with the Guest Relations team (and other relevant stakeholders) to proactively addressrecurringproblems. 
• Deliver daily briefings to teams, communicating key safety, operational,experientialand departmental informationin a timely manner.

 
TRAINING

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

VIP & PR GUESTS

• Support the communication and requests of all VIP and PR guests as determined by the Golden Experience Manager / team.

 
TEAM MANAGEMENT

• Establish, lead and maintain a professional and positive working culture within the ‘FC Land’ teams, acting as a role model. Always provide support and guidance for direct and indirect reports.
• Work closely with FC Land Management team 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.
• Ensure a high level of morale across all teams within the ‘FC Land’ operation.

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 always.
• Report any health and safety accidents or near-misses into Event Control, inclusive but not limited to trip hazards, emergency issues, cleaning, site repairs.

Essential Experience:

• Minimum one year working in live entertainment, event operations, visitor attraction operations or control centre operations. 
• 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).
• An understanding of back of house ticketing systems.

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.