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General information

Name
Golden Experience Supervisor - Manchester 2026
Date
Thursday, June 18, 2026

Description & Requirements

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 Golden Experience Supervisor is responsible for the operational delivery of the guest experience working to set SOPs.


Reporting into the Golden Experience Manager, you will ensure the standards are set for every group and tour at each touchpoint throughout the experience working with a team of hosts. 


You will be the onsite go to, resolving any operational or staff challenge in the moment and sharing with the Golden Experience Manager for further direction.


Key Responsibilities:

  • Ensure hosts have all the requirements for guest tours;allocatedseating in performance areas, dining rooms are set up and gifting stock is available. 
  • 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.
  • Report any issues from hosts to the Golden Experience Manager across departments from Wardrobe to Food & Beverage. 
  • 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.
  • Deliver daily briefings to teams, communicating key safety, operational,experientialand departmental informationin a timely manner. 
  • Ensure standards are kept exceptionally high during the experience with spot checks and checklists. 
  • Lead hosts day to day keeping morale high across the team and working alongside other departments aligning with the company’s values. 
  • Report any staffing concerns. 
  • 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 asdeterminedby 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 asdeterminedby the Golden Experience Manager / team.


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:

  • Abackgroundin visitor attractions admissions operations is desirable, but not essential
  • A basic knowledge of KPI and customer insight data (e.g. dashboards,surveyingand mystery shoppers).


Skills / Knowledge

  • Excellent communication, interpersonal and diplomacy skills. 
  • Bright witha strong senseof 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.


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!


Pay Rate: £17.00 per hour


WHAT YOU’LL RECEIVE

  • £17.00 per hour, plus holiday pay which is paid at the end of your contract
  • Free hot meal each shift
  • Staff discount on selected event date
  • Staff parking on site
  • Shuttlebus from local Train Station to event site


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.


Where is LaplandUK?

Lapland Manchester is based at Capesthorne Hall, Congleton Road, Macclesfield, SK11 9JY