Area Operations Manager

6 days ago

Ascot, Windsor and Maidenhead, United Kingdom LaplandUK Full time

Job Summary

The Area Operations Manager – Immersive Experience 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.

Key Responsibilities

  • 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 and Development

  • 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 and PR Guests

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

Requirements

  • 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).

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