Event Area Operations Manager

Event Area Operations Manager - ASCOT - £27.28 per hour

ABOUT LAPLANDUK

‘Lapland’ is a 4.5 hour immersive experience that brings to life the mythical Elven world of Father Christmas. At LaplandUK we pride ourselves on delivering a truly unforgettable experience for all guests, transporting families into our secret, magical world.

ROLE OVERVIEW

The Area Operations Manager – FC Land is accountable for the entire Father Christmas operation, leading and inspiring a variety of operational and performance teams, 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.

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.

RESPONSIBILITIES

OPERATIONS

• Manage a safe and best-in-class ‘FC Land’ operation strictly in-line with approved policy, processes and instruction.
• On a rostered basis, work as ‘Operations Duty Manager’ for the area, ensuring that guest throughputs and employee performance are pro-actively managed.
• Have a thorough working knowledge of the ‘FC Land’ operation in order to effectively troubleshoot and problem solve.
• Ensure consistent and accurate daily reporting of operational ‘FC Land’ KPI’s to Head Office and the wider Lapland operations teams.
• Attend to (and follow up) guest feedback, working closely with the Guest Relations 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.

TRAINING

• Deliver pre-approved training courses to both new and existing colleagues before and during the event.
• Attend ‘Train the Trainer’ courses (and other required training courses) as determined by the business.

VIP & PR GUESTS

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

KNOWLEDGE, SKILLS & EXPERIENCE

Essential Experience:

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

Desirable Experience:

• An understanding of back of house ticketing systems.
• A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).

Key Dates

• PAID E-LEARNING: You will be required to complete e-Learning prior to starting your in-person training.
• PAID TRAINING: Your training plan will vary depending on your role.
• LIVE EVENT: In 2024 Lapland will run from 9th November – Saturday 24th December.

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!

Interested? Register your interest and apply now!