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Event Operations Controller

3 months ago

Ascot UK, Windsor & Maidenhead, United Kingdom LaplandUK Full time

Event Operations Coordinator - ASCOT - £14.50 per hour


ABOUT LAPLANDUK

‘Lapland’ is a 4.5 hour immersive experience that brings to life the mythical Elven world of Father Christmas. At LaplandUK we pride ourselves on delivering a truly unforgettable experience for all guests, transporting families into our secret, magical world.


ROLE OVERVIEW

The Operations Controllers manage 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 personalised audience with Father Christmas.


Operations Controllers are the driving force behind an efficient operation, using our bespoke system to allocate guests to available Father Christmas visit slots and ensure that team members are working effectively and efficiently to ensure that guest throughput targets are met.


Your role is to ensure families pass through the meetings across different cabins in both a timely and positive manner. The FC Controller will be responsible for increasing throughput using CCTV, for a number of cabins which simultaneously see thousands of guests pass through every season.


This role would be a great fit for individuals with 2+ years experience in operations/visitor attractions/control centres/dispatch where they have managed capacity and crowd flows. The ideal candidate will have worked in an operations control background, and be familiar with understanding graphs and data for throughput.


RESPONSIBILITIES


OPERATIONS

  • Manage a safe and best-in-class ‘FC Land’ 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, ensuring a consistent and efficient operation.
  • Monitor CCTV to ensure that guest flow, staff movements and allocation of guests to available Father Christmas visit slots are efficient and 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. Drive and improve 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. Maintain consistent communication with relevant stakeholders, including; Event Managers, Area Operations Manager, Photos Duty Manager and Guest Relations Duty Manager
  • Have a thorough working knowledge of the ‘FC Land’ operation in order 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) guest feedback, working closely with the Guest Relations team (and other relevant stakeholders) to proactively address reccurring problems.
  • Deliver daily briefings to teams, communicating key safety, operational, experiential and departmental information in a timely manner.


TEAM MANAGEMENT

  • Work closely with FC Land Management team to ensure that the staffing of ‘FC Land’ is consistently at the right level. Pro-actively address and resolve 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. Provide 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 colleages 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.
  • Recognise and promote good performance and attendance.



VIP & PR GUESTS

  • Support the communication and requests of all VIP and PR guests as determined by the VIP manager / team.


KNOWLEDGE, SKILLS & EXPERIENCE


Essential Experience:

  • Minimum one year working in live entertainment, event operations, visitor attraction operations or control centre operations.
  • Working knowledge of best Health and Safety practices.


Desirable Experience:

  • An understanding of back of house ticketing systems.
  • A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).


SKILLS

  • Excellent communication, interpersonal and diplomacy skills.
  • A keen eye for operational efficiencies, with the confidence to challenge and drive standards.
  • Bright with a strong sense of initiative.
  • Confident with technology.
  • Flexibility of approach to working environment needs.
  • Ability to work well in a team environment.
  • Positive attitude throughout to ensure a good morale is sustained onsite.
  • Organisational skills and attention to detail.
  • Ability to work under pressure.


Where is Lapland?

Lapland is based in Whitmoor Forest, in Crown Estate on Swinley Road, Winkfield Row near Ascot SL5 8BD.


Key Dates

  • PAID E-LEARNING: You will be required to complete e-Learning prior to starting your in-person training.
  • PAID TRAINING: Your training plan will vary depending on your role. Training will take place on select dates between the end of October 2024 and the beginning of November 2024.
  • LIVE EVENT: In 2024 Lapland will run from Thursday 10th November – Saturday 24th December.


Benefits

  • 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


Working for LaplandUK is unlike any other role. By ‘Honouring Childhood Together’, we create memorable moments that families cherish forever. We can’t wait to welcome you to our secret, magical world this year


Interested? Register your interest and apply now