LaplandUK

Stages immersive Christmas adventures for families

Guest Relations Supervisor

Food Service & HospitalityConfirmed live in the last 24 hours

Full-timeAscot, UK

About the Job

Requirements

At least one year of experience working as a manager in a customer operations environment.
Strong working knowledge of health and safety practices.
Experience coordinating teams within a guest-facing operation.
Excellent communication, interpersonal, and diplomacy skills.
Confidence using technology.
Flexibility to adapt to the needs of the working environment.
Organisational skills and attention to detail.
Ability to work under pressure.
For customer-facing roles where the worker is in costume: remove all jewellery and piercings, including tooth gems or grills; maintain neatly groomed, naturally coloured hair, with long hair in plaits when dressed as an elf; religious head coverings, if worn, must be brown, beige, or navy; arrive with no or natural-looking make-up, minimal mascara, no false eyelashes, and no false or painted nails; no tattoos above the collar bone, and tattoo restrictions below the elbow apply according to the customer-facing role; leave watches, including smart watches, and phones secured in a locker.

Responsibilities

Assist with the safe and efficient operation of the Lapland experience alongside a team of hosts.
Manage people while ensuring a positive guest experience and compliance with Operational SOPs.
Oversee smooth admission and check-in processes to deliver an unforgettable guest experience.
Gather guest feedback and communicate it to the Guest Experience Manager.
Lead a safe, high-quality operation in line with approved policies, processes, and instructions.
Maintain current knowledge of procedures, consult with the Guest Manager on required reviews or revisions, and ensure consistent and efficient operations.
Champion Lapland Accessibility and Inclusion policies, working with colleagues and direct reports to ensure they are trained and follow relevant processes.
Deliver daily team briefings covering safety, operational, experiential, and departmental information.
Coordinate staff schedules to support smooth and timely operations and report daily absences.
Report staffing concerns.
Lead the check-in Elves day to day, maintain team morale, and work with other departments in line with company values.
Understand wider event safety plans and evacuation processes.
Report health and safety accidents or near-misses to Event Control, including trip hazards, emergency issues, cleaning, and site repairs.
Attend training courses as required by the business and complete all provided e-learning modules before on-site training.
Support communications and requests from VIP and PR guests as directed by the Golden Experience Manager or team.

Desired Qualifications

A background in visitor-attraction admissions operations.
Basic knowledge of KPI and customer insight data, such as dashboards, surveying, and mystery shoppers.

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 Guest Relations Supervisor assists with the safe and efficient operation across the Lapland experience with a team of hosts.

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 admission and check-in processes. 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,processesand 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 workingin accordance withthe relevant processes.
Deliver daily briefings to teams, communicating key safety, operational,experientialand departmental informationin a timely manner.
Coordinate staff schedules to ensure smooth andtimelydelivery and report any daily absences.
Report any staffing concerns.
Lead check in Elves 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 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 as determined by 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:

A background 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.

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
Shuttlebus from local Train Station to event site, as well as from Ascot Racecourse staff car park direct to 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 Ascot is based at Whitmoor Forest, Swinley Road, Ascot, Berkshire, SL5 8BD.

About the Company

LaplandUK

Stages immersive Christmas adventures for families

LaplandUK produces immersive Christmas experiences for families, bringing Father Christmas' woodland home to life at its Ascot and Manchester destinations. The theatrical journey combines detailed sets, live characters and hands-on activities, with children helping in the toy factory before meeting Father Christmas. Families enter at a booked time and spend up to four and a half hours exploring the story, decorating gingerbread and skating in an elven village. The business sells admission to these seasonal productions, whose performances and family activities unfold across themed spaces and woodland paths. Founded in 2007, LaplandUK is headquartered in London.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: 2007

Recently Posted Jobs

Explore more opportunities at LaplandUK

See more jobs