Guest Operations Manager

Job Description for Guest Operations Manager  - Fixed Term Contract  Company Overview  We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 17 years ago, Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and more than a sprinkling of magic, the event is keeping the magic of Christmas alive for thousands of children every year.  LaplandUK celebrates and honours the values, imagination and wonderment of childhood through our magical world, rich storytelling and immersive memory making experiences.  This is an exciting period of growth for us, as we look for new ways to bring the Lapland experience to a global audience through media, publishing, live shows and eCommerce channels.   Role Overview: The Guest Operations Manager is responsible for delivering operational excellence across four key guest touchpoints of the Lapland seasonal live show: the Welcome department, Guest Relations department, Frozen Pond department and the relationship with our photography partner.    With supervisors from each of these specific areas reporting directly to you, this role focuses on the bigger picture while ensuring seamless coordination between these departments. The ideal candidate will uphold Lapland’s standards throughout these crucial guest interactions, driving consistency and excellence in every moment of the visitor journey.  Key Responsibilities:  Oversee operations across multiple guest-facing departments including Guest Relations, Frozen Pond, and Woodland Check-in  Lead the operational set up of each of these key areas, ensuring every department has the necessary tools and equipment needed to start the season, including recruitment and training.  Manage department Supervisors who report directly into this position  Monitor operational performance and implement improvements where needed  Resolve escalated guest concerns promptly and effectively whilst communicating with the Head Office Customer Service team  Work closely with the Event Manager to align department goals with overall event objectives  Monitor and analyse guest experience trends during live events  Provide real-time feedback and insights to the Head Office customer service team alongside completing an end of day reportEnsure consistent delivery of the LaplandUK experience across all touchpoints to enhance the realism and promote the wonder of childhood. Monitor SOPs in the live environment to ensure that processes and the operation are being executed accordingly and suggest improvements to the head office team. Collaborate with cross-functional teams to enhance guest experience  Identify and resolve operational challenges proactively  Document and share best practices across teams  Manage operational IT systems and fulfilment processes for Guest Operations department.  Embed and promote effective and seamless communication across the Guest Relations department and with other on-site teams. Review, manage and deliver alongside the People Operations Manager the Guest Relations department schedule to ensure seamless delivery whilst being cost efficient. Review and report on the timesheets in a timely manner to ensure budget control and that the People Operations Managers can organise payroll efficiently and accurately. .    TEAM MANAGEMENT:   Work closely with all direct reports to ensure that any reoccurring issues are pro-actively addressed and dealt with  Establish, lead and maintain a professional and positive working culture, acting as a role model  Provide support and guidance for direct and indirect reports at all times  Establish, lead and maintain a professional and positive working culture, acting as a role model  Ensure a high level of morale across all teams  Work across departments to highlight staff achievements & implement reward scheme  Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy  Manage poor performance in a timely and effective manner, in accordance with company policy  Recognise and promote good performance and attendance  Work closely with People Operations on any recruitment requirements during the live event.  Track and report staff absences in the budget on weekly basis  Essential Experience:   Proven experience in guest operations management, preferably in entertainment or tourism industry  Strong leadership and team development skills  Excellence in process development and implementation  Outstanding problem-solving and analytical abilities  Exceptional communication and interpersonal skills  Experience with operational IT systems and digital tools     Skills / Knowledge:  Passion for delivering exceptional guest experiences  Ability to maintain composure during peak time  Strong attention to detail and organisational skills  Adaptability and flexibility in a fast-paced environment  Understanding of and commitment to LaplandUK's unique vision and values  Excellent communication, interpersonal and diplomacy skills.  Composed mindset able to reframe and focus in a crisis.  Desire to drive continuous improvement across the event management.  Flexibility of approach to working environment needs.  Ability to work well in a team environment.  Diligent and tenacious with a strong desire to succeed and help others to do so.  Positive attitude throughout to ensure a good morale is sustained onsite.   Life at LaplandUK:  At LaplandUK, we believe in the magic of collaboration, a steadfast commitment to excellence, and a team that's always willing to roll up their sleeves and get involved. Working with us means being part of a dynamic environment where collaboration brings out the best in everyone, diverse talents converge, and innovation thrives. Our commitment to excellence ensures that every team member is dedicated to achieving the highest standards, contributing to a workplace culture that values continuous improvement and outstanding results.   We're not just looking for employees; we want people who are excited to get involved, embrace challenges, and bring a hands-on approach to their work, creating a workplace full of positivity and collective success. Overall, working at LaplandUK offers a chance to be part of something truly special, where the wonder of childhood is celebrated by a team dedicated to making memories for children and families.  Passion for the Mission. We are in service to belief. We understand the importance of what we do and its legacy.     One Company We only succeed together. We are a positive and caring group of people who embrace developing Lapland and ourselves.  Driven to Deliver Excellence  Belief is in the detail. Powered by our purpose we challenge and innovate to exceed expectations in everything we do.    Benefits: One free meal per working shift Free staff parking and shuttle bus service to and from site from local stations and car parks  20% discount on retail items on selected dates Holiday paid at the end of the contract  Employee engagement events and perks throughout the season   Applicants must be authorised to work in the United Kingdom without the need for visa sponsorship.  LaplandUK reserve the right to withdraw this advert at any time. Due to the high number of applications being received, we may not be able to respond to every applicant.   LaplandUK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business. 

Created: 2025-07-24