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Job Summary
The Area Operations Manager - Immersive Experience is a key role within LaplandUK, responsible for overseeing the entire Father Christmas operation. This position requires a strong leader who can inspire and motivate teams to deliver a world-class experience for guests.
Key Responsibilities
- Manage a safe and best-in-class operation, ensuring compliance with approved policies, processes, and instructions.
- Work as Operations Duty Manager on a rostered basis, proactively managing guest throughputs and employee performance.
- Develop a thorough understanding 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 and Development
- 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 and PR Guests
- Support the communication and requests of VIP and PR guests as determined by the VIP manager/team.
Requirements
- Minimum five years of experience 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.
