Guest Relations Supervisor

1 week ago

Macclesfield, United Kingdom LaplandUK Full time

**LaplandUK - Guest Relations Supervisor (Macclesfield)**

LaplandUK is an award-winning immersive Christmas experience, inspired by the original stories of creators Mike & Alison Battle. Every year, we welcome thousands of families into the enchanting world of Father Christmas and his Elves—brought to life through breathtaking Hollywood-style sets, West End-calibre performances, and unforgettable storytelling.

We’re seeking organised, people-focused leaders to join our Guest Experience team as **Guest Relations Supervisors** at our Macclesfield site.

**The Role**

As a Guest Relations Supervisor, you’ll ensure the safe, smooth delivery of the LaplandUK experience—leading a team of Guest Relations Hosts and providing exceptional guest care from arrival to farewell.

With strong communication skills and a guest-first mindset, you’ll make sure our admissions and welcome areas run efficiently, guest needs are met warmly and promptly, and any escalated issues are resolved with professionalism.

**Key responsibilities include**:

- Leading a safe, efficient operation in line with standard operating procedures (SOPs)
- Delivering daily team briefings on safety, operations, and guest experience goals
- Monitoring guest feedback and sharing insights with the Guest Experience Manager
- Overseeing check-in, staffing, and guest requests
- Managing team morale and performance throughout your shift
- Handling guest queries, celebrations, and VIP/PR visits
- Escalating and resolving guest concerns professionally
- Documenting incident reports and gift logs as per SOPs
- Supporting accessibility and inclusion for all guests
- Coordinating shift schedules and reporting staffing issues
- Assisting with Lost Person procedures, event safety, and emergency protocols
- Reporting health and safety concerns to Event Control

**Who We’re Looking For**

You may have experience in hospitality, live events, attractions, or customer service—but above all, you’ll be confident leading teams, calm under pressure, and passionate about guest care.

**You’ll need**:

- Minimum one year’s supervisory or management experience in a customer-facing role
- Strong understanding of guest service and operational best practice
- Clear communication, positivity, and a team-first approach
- Confidence with digital tools and scheduling systems
- Proactive, solutions-focused mindset
- Flexibility to thrive in a high-energy, fast-paced environment

**Desirable**:

- Experience in visitor attractions, theatre, or admissions
- Basic understanding of KPIs and guest feedback tools (e.g., surveys, dashboards)

**What You’ll Receive**
- £17.00 per hour
- Free hot meal per shift
- Paid breaks
- Unlimited tea & coffee
- Free shuttle from Macclesfield station
- Staff discount on selected event dates

**Key Dates**
- **Paid Training**: Dates TBC
- **Live Event**: 11th November - 24th December 2025
- **Shifts**: AM or PM

**Location**: Macclesfield, Cheshire (free shuttle from Macclesfield station)

If you’re a confident team leader with a passion for service, a warm heart, and a sharp eye for operational detail—we’d love to hear from you.

**Job Types**: Full-time, Part-time, Temporary, Freelance

Pay: £17.00 per hour

**Benefits**:

- Canteen
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Free parking
- On-site parking
- Shuttle service provided
- Store discount
- Transport links

Work Location: In person

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