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Event Operations Manager

2 months ago

Ascot, Windsor and Maidenhead, United Kingdom LaplandUK Full time

Job Summary:

LaplandUK is seeking an experienced Event Operations Manager to lead and inspire our operational and performance teams, ensuring a world-class experience for our guests. As a key member of our team, you will be responsible for managing the entire Father Christmas operation, from guest journey to delivery of personalized audiences.

Key Responsibilities:

  • Operations:
    • Manage a safe and best-in-class operation, adhering to approved policy, processes, and instruction.
    • Work as Operations Duty Manager, ensuring guest throughputs and employee performance are proactively managed.
    • Develop a thorough working knowledge of the operation to effectively troubleshoot and problem-solve.
    • Ensure consistent and accurate daily reporting of operational KPIs to Head Office and the wider Lapland operations teams.
    • Attend to and follow up on guest feedback, working closely with the Guest Relations team to address recurring problems.
    • Deliver daily briefings to teams, communicating key safety, operational, experiential, and departmental information.
  • Training:
    • Deliver pre-approved training courses to new and existing colleagues before and during the event.
    • Attend Train the Trainer courses and other required training as determined by the business.
  • VIP & PR Guests:
    • Support the communication and requests of all VIP and PR guests as determined by the VIP manager/team.

Requirements:

  • Minimum five years of experience working in event operations or visitor attraction operations.
  • Strong people management experience, with experience coordinating multiple teams within a guest-facing operation.
  • Working knowledge of best Health and Safety practices.

Desirable Experience:

  • Understanding of back-of-house ticketing systems.
  • Basic knowledge of KPI and customer insight data.

About LaplandUK:

LaplandUK is a unique and magical experience that brings to life the mythical Elven world of Father Christmas. We pride ourselves on delivering an unforgettable experience for all guests, transporting families into our secret, magical world. As a member of our team, you will be part of a dynamic and collaborative environment that values innovation, creativity, and excellence.