LaplandUK

The Act 4 Area Manager is accountable for the Father Christmas land operation, leading and inspiring a variety of operational and performance teams, ensuring guests have a world-class experience. This is a multifaceted role, which requires a strong balancing of the demands of people management and protecting the guest experience, whilst also delivering an efficient and effective operation.

The area of responsibility includes managing the guest journey from The Elven Village to Compass’ Lobby (including managing the flow rate of guests), the Compass’ Lobby check-in experience, Elves and the delivery of the guest’s personalised audience with Father Christmas, accountable for the entire FC Land operation, leading and inspiring the operational team, ensuring guests have a world-class experience. This is a multi-faceted role, which requires a strong balancing of the demands of people management and protecting the guest experience, whilst also delivering an efficient and effective operation.

Key Responsibilities

• Manage a safe flow of guests throughout the Act 4 operation strictly in-line with approved policy, processes and instruction. Ensure a complete and up-to-date working knowledge of procedures, consulting with the Event Manager on any required review or revision, ensuring a consistent and efficient operation.  
• On a rostered basis, work as an ‘Area Manager’ for Act 4, ensuring that guest throughputs and employee performance are pro-actively managed.   
• Have a thorough working knowledge of each area, to effectively troubleshoot and problem solve.  
• To exceed the NPS target and guest satisfaction scores as set by Live Show Team 
• Ensure a consistent and accurate daily reporting of operational KPI’s for your area to the Event controller 
• 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 Operations 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.   
• To deliver the operational processes for your area aligned with SOP’s and overall Event Management Plan.  
• Managing the onsite photography fulfilment team.

Team Management: 

• Work closely alongside all Managers and Supervisors within your area to ensure that the staffing is consistently at the right level. Pro-actively address and resolve instances where staffing levels fall below the required matrix for operation.   
• Provide support and guidance for direct and indirect reports at all times.  
• Establish, lead and maintain a professional and positive working culture, acting as a role model. 
• Ensure a high level of morale across all teams.   
• Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy.   
• Manage poor performance in a timely and effective manner, in accordance with company policy.   
• Recognise and promote good performance and attendance.   
• Work closely with People Operations on any recruitment requirements during the live event.    

Training: 

• Deliver pre-approved training courses to both new and existing staff before and during the event. 
• Attend ‘Train the Trainer’ courses (and other required training courses) as determined by the business. 
• Ensure a positive attitude and approach to training, with a willingness to learn and adapt as required by the business.

Required Experience

Essential Experience: 

• Minimum five year’s experience working in either event operations or visitor attraction operations.
• Strong people management experience, with experience co-ordinating large teams within a guest facing operation. 
• Working knowledge of best Health and Safety practices. 
• 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

Shifts & Availability: as you will be working on a rota basis with the other Area 4 Manager good availability between October 2026 - December 2026 is essential.

Training and Build period on-site: October TBC

Live Event Period: 7th November - 24th December