Event Operations / Welcome Manager

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 Welcome Manager oversees the safe and efficient operation of The Elven Bazaar and Woodland Check-in, the entry point for the Lapland experience.

In this role, you'll need to be great at managing people, while making sure guests have a great experience and everything runs smoothly.

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, and implement feedback for continuous enhancement. Additionally, you will provide effective leadership to your team, driving them to uphold exceptional service standards.

RESPONSIBILITIES

OPERATIONS

• Manage a safe and best-in-class operation strictly in-line with approved policy, processes and instruction. Ensure a complete and up-to-date working knowledge of procedures, consulting with Head Office on any required review or revision, ensuring a consistent and efficient operation.
• Have a thorough working knowledge of the relevant areas of operation in order to effectively troubleshoot and problem solve.
• Ensure consistent and accurate daily reporting of operational KPI’s to Head Office and the wider Lapland operations teams.
• Act as a champion for the ‘Lapland Accessibility and Inclusion’ policies, working with colleagues and direct reports to ensure all are trained and working in accordance with the relevant processes.
• Attend to (and follow up) guest feedback, working closely with the Guest Relations team (and other relevant stakeholders) to proactively address reccurring problems.
• Deliver daily briefings to teams, communicating key safety, operational, experiential and departmental information in a timely manner.

TEAM MANAGEMENT

· Work closely with the Welcome Manager to ensure that the staffing of areas is consistently at the right level. Pro-actively address and resolve instances where staffing levels fall below the required matrix for operation.

· Establish, lead and maintain a professional and positive working culture within the Woodland Check In team, acting as a role model for direct and indirect reports at all times.

· Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy.

· Work closely with HR and Resourcing colleagues on any recruitment requirements both before and during the live event.

· Manage poor performance in a timely and effective manner, in accordance with company policy.

· Recognise and promote good performance and attendance.

HEALTH AND SAFETY

· Ensure a safe and secure environment for both colleages and guests.

· Assist the Management Team in the co-ordination of any emergency procedures, ensuring the safety and wellbeing of visitors and colleagues at all times.

· 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 as determined by the business.

· Conduct delegate training assessments and validations, having overall accountability that all team members within the Woodland Check In operation are trained effectively with the required documentation complete.

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 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 back ground 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.

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. Training will take place on select dates between the end of October 2024 and the beginning of November 2024.
• LIVE EVENT: In 2024 Lapland will run from 9th November – Saturday 24th December.