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Control Room Operations Manager

4 months ago

Ascot, United Kingdom LaplandUK Full time

About Lapland

‘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 Control Room Operations Manager (CROM) is accountable for the entire ‘Father Christmas Land’ operation, leading and inspiring the operational team, 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 CROM is the driving force behind an efficient operation, using our bespoke system to allocate guests to available Father Christmas visit slots and ensure that team members are working effectively and efficiently to ensure that guest throughput targets are met.


Essential Experience:

• Minimum one year working in live entertainment, event operations, visitor attraction operations or control centre operations.

• Strong people management experience, with experience co-ordinating large teams within a guest facing operation.

• Working knowledge of best Health and Safety practices.


Desirable Experience:

• A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).

• A back ground in ice rink operations.


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


Operations Summary

  • Serve as CROM, managing guest throughput and employee performance.
  • Ensure a safe, efficient Father Christmas Land operation by following policies and procedures, consulting Head Office for updates.
  • Maintain thorough knowledge of operations to resolve issues effectively.
  • Oversee guest flow and staff movements, ensuring efficient allocation of Father Christmas slots.
  • Use ‘Harmony’ to track visit statistics and manage guest allocations, improving efficiency as needed.
  • Report FC Land KPIs to other area Managers and Lapland operations teams.
  • Handle operational risks under pressure, communicating with relevant stakeholders.
  • Ensure adherence to Lapland Accessibility and Inclusion policies.
  • Address guest feedback, collaborating with the Guest Relations team.
  • Deliver daily briefings on safety, operations, and other key information.
  • Assist in coordinating emergency procedures for visitor and staff safety.

Team Management Summary

  • Ensure optimal staffing levels, addressing shortages promptly.
  • Foster a positive working culture, act as a role model, and support team members.
  • Maintain high team morale and manage attendance in line with company policy.
  • Collaborate with HR and Resourcing on recruitment needs.
  • Address poor performance and recognize good performance and attendance.

Training Summary

  • Conduct training for new and existing staff before and during the event.
  • Attend ‘Train the Trainer’ and other required courses, maintaining a positive training attitude.

VIP & PR Guests Summary

  • Assist with communication and requests for VIP and PR guests as directed by the VIP manager/team.


Key Dates

  • LIVE EVENT: In 2024 Lapland will run from Thursday 10th November – Saturday 24th December.


Benefits

  • Hourly pay of £20 per hour plus holiday pay
  • Free hot meal per day, plus free coffee, tea and soft drinks
  • 20% discount in LaplandUK retail shops on selected dates
  • Shuttlebus from Train Station to Event Site