LaplandUK

FROZEN POND SUPERVISOR - £17.00/h - MANCHESTER

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:

ROLE OVERVIEW

The Frozen Pond Supervisor assists with the safe and efficient operation of Lapland ice rink experience in the Village.

 In this role, you'll need to be great at managing people, while making sure guests have a great experience and everything runs in line with Operational SOPs.

As part of this role, you will be responsible for ensuring an unforgettable guest experience, contributing positively to the event operation by overseeing smooth frozen pond operation. With a strong guest-centric focus, you will actively gather, communicate feedback to the Guest Experience Manager. 

KEY RESPONSIBILITIES

• Lead a safe and best-in-class operation strictly in-line with approved policy, processes and instruction.
• 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.
• 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. 
• Coordinate staff schedules to ensure smooth and timely delivery and report any daily absences. 
• Report any staffing concerns. 
• Lead marshalls day to day keeping morale high across the team and working alongside other departments aligning with the company’s values.
• 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. 

VIP & PR GUESTS

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 Capesthorne Hall, Congleton Road, Siddington, Macclesfield, SK11 9JY.

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 
• Shuttlebus from Macclesfield 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!