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Event Operations Coordinator
2 months ago
LaplandUK is a unique and immersive experience that brings to life the mythical Elven world of Father Christmas. Our team is dedicated to delivering a truly unforgettable experience for all guests, transporting families into our secret, magical world.
Job OverviewThe Event Operations Controller plays a critical role in managing the guest flow of 'FC Land', an area of Lapland where guests journey through a magical Woodland Walk, encounter reindeers and characters. This part of the experience culminates in a personalized audience with Father Christmas.
Key Responsibilities- Manage a safe and best-in-class 'FC Land' operation, ensuring a complete and up-to-date working knowledge of procedures and consulting with Head Office on any required review or revision.
- Monitor CCTV to ensure efficient guest flow, staff movements, and allocation of guests to available Father Christmas visit slots, in-line with pre-determined throughput and capacity targets.
- Use our bespoke system 'Harmony' to monitor visit statistics and manage the allocation of guests to available visit slots, driving and improving efficiency when 'completed visit' statistics fall behind targets.
- Work under pressure within the Operations Control hub of the area, ensuring that any risks to the operational delivery of the area are managed effectively and maintaining consistent communication with relevant stakeholders.
- Have a thorough working knowledge of the 'FC Land' operation 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.
- 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 on 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.
- Work closely with the FC Land Management team to ensure that the staffing of 'FC Land' is consistently at the right level, pro-actively addressing and resolving instances where staffing levels fall below the required matrix for operation.
- Establish, lead, and maintain a professional and positive working culture within the 'FC Land' teams, acting as a role model and providing support and guidance for direct and indirect reports at all times.
- Ensure a high level of morale across all teams within the 'FC Land' operation.
- 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.
- Recognize and promote good performance and attendance.
- Hourly pay of £14.50 per hour plus holiday pay.
- Free hot meal per day.
- Free coffee, tea, and soft drinks.
- 20% discount in LaplandUK retail shops on selected dates.
- Shuttlebus from Train Station to Event Site.
