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Ice Rink Operations Manager

2 months ago

Ascot, Windsor and Maidenhead, United Kingdom LaplandUK Full time

About LaplandUK

LaplandUK is a pioneering immersive theatrical production that brings to life the mythical Elven world of Father Christmas. We pride ourselves on delivering a truly unforgettable experience for all guests, transporting families into our secret, magical world.

Job Overview

We are seeking an experienced and skilled Ice Rink Operations Supervisor to join our team. As a key member of our operations team, you will be responsible for ensuring the safe and efficient operation of Father Christmas' Frozen Pond, a free-to-use Ice Rink located at the heart of the Lapland experience.

Key Responsibilities

  • Manage a safe and best-in-class operation, strictly in-line with approved policy, processes and instruction
  • Ensure a complete and up-to-date working knowledge of procedures, consulting with Head Office on any required review or revision
  • Have a thorough working knowledge of the relevant areas of operation in order to effectively troubleshoot and problem solve
  • Ensure consistent and accurate daily reporting of operational 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) 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

Team Management

  • Work closely with the Ice Rink Operations Manager and the wider Ice Rink teams to ensure that the staffing of areas is consistently at the right level
  • Establish, lead and maintain a professional and positive working culture within the Ice Rink Operations teams, acting as a role model for direct and indirect reports at all times
  • Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy

Health and Safety

  • Ensure a safe and secure environment for both colleagues and guests
  • Assist the Management Team in the co-ordination of any emergency procedures, ensuring the safety and wellbeing of visitors and colleagues at all times
  • Report any health and safety accidents or near-misses into Event Control

Training

  • Attend training as determined by the business
  • Conduct delegate training assessments and validations, having overall accountability that all team members within the Ice Rink operation are trained effectively with the required documentation complete
  • Train new Ice Rink colleagues 'on the job' during the run of the live experience

Knowledge, Skills & Experience

  • Essential Experience:
    • Minimum one year working as a manager in a customer operations environment
    • Strong working knowledge of best Health and Safety practices
    • Experience co-ordinating teams within a guest-facing operation
  • Desirable Experience:
    • A background in Ice Rink operations is desirable, but not essential
    • A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers)

Benefits

  • Competitive day rate
  • Free hot meal per day
  • Free coffee, tea and soft drinks
  • 20% discount in LaplandUK retail shops on selected dates
  • Free Parking
  • Shuttlebus (from station to event site)