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General information

Name
Welcome Manager - Manchester 2026
Date
Friday, July 24, 2026

Description & Requirements

Company Overview


We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 17 years ago, Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and more than a sprinkling of magic, the event is keeping the magic of Christmas alive for thousands of children every year.


LaplandUK celebrates and honours the values, imagination and wonderment of childhood through our magical world, rich storytelling and immersive memory making experiences.

This is an exciting period of growth for us, as we look for new ways to bring the Lapland experience to a global audience through media, publishing, live shows and eCommerce channels. 


Role Overview:


The Welcome Manager is responsible for the arrival & check-in process & experience for our guests, whilst managing a team of Woodland Check-In Elves, working with Assistant Welcome Manager’s to manage the operation. Our Woodland Check-in team welcomes guests to Lapland, setting the scene for a magical and unforgettable experience. The Woodland Check-In team work in our outdoor Eleven Bazaar and our indoor Woodland Check-in areas, this role is a guest-focused position, involving lots of interaction with Human Folk before their Lapland experience begins.


The Welcome Manager works closely with Guest Experience & Golden Experience, providing a high level of customer service to our guests from the moment they join.


Key Responsibilities:

  • Lead the daily operation of the Welcome Team, ensuring a smooth, safe, and efficient guest arrival experience in line with all approved policies, processes, and procedures.
  • Maintain a thorough understanding of all arrival, check-in, accessibility, and guest journey processes, resolving issues quickly and escalating where appropriate.
  • Oversee guest flow through arrival and check-in areas, ensuring queues are managed effectively and service standards are maintained.
  • Act as a champion for LaplandUK’s Accessibility and Inclusion policies, ensuring all Welcome Team colleagues are trained and operating in accordance with relevant procedures.
  • Work closely with Guides, Guest Relations, Guest Operations, and other departments to resolve guest concerns and proactively address recurring feedback.
  • Deliver engaging daily briefings, communicating key safety, operational, guest experience, and departmental updates.
  • Manage stock levels and distribution of all welcome and check-in materials, ensuring sufficient supplies areavailable to meet guest demand.
  • Monitor operational performance throughout the day, identifying opportunities to improve efficiency and enhance the guest experience.


TEAM MANAGEMENT

  • Establish and maintain a professional, positive, and guest-focused culture within the Welcome Team,leading by example at all times.
  • Support the recruitment, onboarding, and training of Welcome Team colleagues in partnership with the People Operations team.
  • Ensureappropriate staffinglevels aremaintainedthroughout the season, escalating any resourcing concerns promptly.
  • Manage attendance, absence, and performance mattersin accordance withcompany policies and procedures.
  • Provide regular coaching, support, and feedback to team members to maintain high standards of performance and guest service.
  • Recognise and celebrate strong performance, contribution, and attendance, helping to build a positive and motivated team culture.


HEALTH & SAFETY

  • Ensure a safe and secure environment for guests and colleagues within all Welcome and Check-In areas.
  • Support the implementation of emergency procedures and incident response plans asrequired.
  • Monitor arrival and queueing areas for health and safety concerns, takingappropriate actionand escalating issues where necessary.
  • Report all incidents, accidents, near misses, and maintenance concerns to Event Controlin accordance withcompany procedures.
  • Promote a proactive safety culture and ensure all team members understand and follow required safety protocols.


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.


VIP & PR GUESTS

  • Support the arrival experience for VIP, Golden, and PR guests, ensuring a warm, professional, and seamless welcome.
  • Work closely with the VIP and Guest Experience teams to accommodate guest requests and deliver exceptional service standards.


KNOWLEDGE, SKILLS & EXPERIENCE

Essential Experience

  • Previous experience managing teams within a guest-facing, hospitality, visitor attraction, retail, events, or entertainment environment.
  • Experience delivering exceptional customer service within a fast-paced operation.
  • Strong understanding of Health & Safety practices and operational compliance.
  • Experience coordinating teams and managing guest flow in a high-volume environment.


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


Applicants must be authorised to work in the United Kingdom without the need for visa sponsorship.


LaplandUK reserve the right to withdraw this advert at any time. Due to the high number of applications being received, we may not be able to respond to every applicant.


LaplandUK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.