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

As part of our Guide team, you will play a crucial role in creating a warm, welcoming, and magical experience for every guest visiting Lapland. As the first point of contact for families, you’ll be responsible for greeting guests, handling queries, guiding visitors through key areas of the experience, and ensuring a smooth, timely and safe flow of the day’s events.

A calm, friendly manner and strong communication skills are essential, as is the ability to remain composed in a fast-paced, guest-facing environment. This position places you at the heart of the experience. You are immersed in the production itself, witnessing the wonder unfold in real time alongside our guests. Your presence not only supports the smooth running of the day but becomes part of the magic that defines the Lapland journey.

Key Responsibilities:

Deliver a world-class guest experience by offering a warm, professional welcome and consistently high levels of service throughout the visit.
Act as the first point of contact for guests, confidently handling questions, queries, and requests while using in world-terminology and escalating appropriately using correct reporting lines given during your training.
Proactively resolve guest concerns or issues in-the-moment with a calm, solution-driven approach, embodying the spirit of Lapland magic. Where necessary, escalate concerns to the Welcome Manager, Lead Stage Manager or Area Manager in line with internal procedures.
Support the operational delivery of guest-facing experiences in appointed areas.
Guide and manage guest flow through designated areas of the experience, maintaining the immersive nature of the production and providing timely, accurate information to guests.
Monitor live production timings and report accurately to area-specific Stage Management to support the seamless running of the event across the day.
Collaborate with both performance and technical teams, remaining aligned with the creative vision while upholding health, safety, and accessibility protocols always.

Essential Experience

Experience in a guest-facing role within events, theatre, hospitality, or a similar fast-paced environment.
Strong communication, time management, and problem-solving skills.
Confident handling guest queries or complaints with professionalism and care.
Comfortable working in immersive, theatrical settings while maintaining the magic of the experience.
Positive, team-focused attitude with a passion for delivering exceptional service.
Flexible and reliable, with availability across weekdays, weekends, and key seasonal dates.

Able to follow briefings and always adhere to health and safety protocols.

VIP & PR GUESTS

Support the communication and requests of all VIP and PR guests as determined by the VIP manager / team.

Desirable Skills:

• Excellent communication, interpersonal and diplomacy skills.• Confident with technology• Ability to work well in a team environment.• Positive attitude throughout to ensure a good morale is sustained onsite.

Pay Rate: £14.00 per hour

Where is LaplandUK?

Lapland Ascot is based at Whitmoor Forest, Swinley Road, Ascot, Berkshire, SL5 8BD.

Benefits:

Free hot meal per day
Free coffee, tea and soft drinks
20% discount in LaplandUK retail shops on selected dates
Holiday pay paid at end of contract

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.

Lapland 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.

Lapland 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.

LaplandUK

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LaplandUK

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