ABOUT LAPLANDUK

Based on the original stories of Mike and Alison Battle, ‘Lapland’ the show, is a ground-breaking immersive theatrical production 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 Ice Rink Operations supervisor assists the Operations Manager in the safe and efficient operation of Father Christmas’ Frozen Pond, a free-to-use Ice Rink located at the heart of the Lapland experience, in an area known as ‘The Elven Village.’ This position requires a strong ability to meet the demands of people management, whilst protecting the guest experience and delivering an efficient and effective operation.

This role ensures every guest has an experience they will never forget, for all the right reasons. They are essential to the event operations, ensuring that the experience operates smoothly. Guest-obsessed, they make sure that feedback is properly collected, communicated and actioned. An inspiring people leader, they coach, lead and motivate their teams to deliver world-class standards of service.

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 Ice Rink Operations Manager and the wider Ice Rink teams 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 Ice Rink Operations teams, 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.

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 as determined by the business.
• Conduct delegate training assessments and validations, having overall accountability that all team members within the Ice Rink operation are trained effectively with the required documentation complete.
• Train new Ice Rink colleagues ‘on the job’ during the run of the live experience

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 Ice Rink operations is desirable, but not essential
• A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).

Where is Lapland?

Lapland is based in Whitmoor Forest, in Crown Estate on Swinley Road, Winkfield Row near Ascot SL5 8BD.

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.

Benefits

• £180 day rate
• Free hot meal per day
• Free coffee, tea and soft drinks
• 20% discount in LaplandUK retail shops on selected dates
• Free Parking
• Shuttlebus (from station to event site)

Interested? Register your interest and apply now