Overview
Job Description
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.
Lapland UK 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.
Job Title : Act 4 Area Manager
Business Division : Event Operations
Reports to : Event Manager
Primary Working Location : Capesthorne Hall, Macclesfield, SK11 9JY
Daily Rate : £350
Daily Shift Times : (subject to review) 09 : 00 – 23 : 00
Dates :
Induction Date : 24th October 2025 (tbc)
Management Training : TBC October 2025
Training Period Onsite : 4th November – 8th November
Table-Top Exercise : 5th November 2025
Live Event Period : 9th November – 24th December
Catering One meal per day to be provided.
- The finish time is dependent upon the final customer leaving Act 4, the daily report being sent and sign off of your area from the on-duty Event Manager.
Role Overview
The Act 4 Area Manager is accountable for the guest flow during the final stage of the experience, leading and inspiring a variety of operational and performance teams, ensuring guests have a world-class experience.
This is a multi-faceted role, which requires a strong balancing of the demands of people management and protecting the guest experience, whilst also delivering an efficient and effective operation.
The area of responsibility includes managing the guest journey from The Elven Village to Compass’ Study (including managing the flow rate of guests), the Compass’ Study check-in experience and responding to guest feedback within the Farewelf Forest. This role also includes working alongside the Father Christmas Duty Manager to ensure exceptional delivery of the Father Christmas experience.
RESPONSIBILITIES
OPERATIONS
Manage a safe flow of guests throughout the Act 4 operation strictly in-line with approved policy, processes and instruction. Ensure a complete and up-to-date working knowledge of procedures, consulting with the Event Manager on any required review or revision, ensuring a consistent and efficient operation.On a rostered basis, work as an ‘Area Manager’ for Act 4, ensuring that guest throughputs and employee performance are pro-actively managed.Have a thorough working knowledge of each area, in order to effectively troubleshoot and problem solve.To exceed the NPS target and guest satisfaction scores as set by the Event Director.Ensure a consistent and accurate daily reporting of operational KPI’s for your area to the Event Manager.Act as a champion for the ‘Lapland Accessibility and ’ 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 Operations team (and other relevant stakeholders) to proactively address recurring problems.Deliver daily briefings to teams, communicating key safety, operational, experiential and departmentally information in a timely manner.To deliver the operational processes for your area aligned with SOP’s and overall Event Management Plan.Managing the onsite photography fulfilment team.TEAM MANAGEMENTWork closely alongside all Managers and Supervisors within your area to ensure that the staffing is consistently at the right level. Pro-actively address and resolve instances where staffing levels fall below the required matrix for operation.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.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.TRAININGSuccessfully complete all E-Learning modules provided ahead of onsite training.Attend the Table-Top Exercise and Management training ahead of onsite training.GOLDEN EXPERIENCE & PR GUESTS
Support the communication and requests of all Golden and PR guests as determined by the Golden Experience Manager and Guest Operations Manager.KNOWLEDGE, SKILLS & EXPERIENCE
Essential Experience :
Minimum five years’ experience working in either event operations or visitor attraction operations.Strong people management experience, with experience co-ordinating large teams within a guestfacing operation.Strong understanding of reporting procedures to ensure safe operational practices and maintain high front of house standards.Working knowledge of best Health and Safety practices.Desirable Experience :
A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).Excellent communication, interpersonal and diplomacy skills.Organisational skills and attention to detail.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.Ability to work under pressure#J-18808-Ljbffr
