ROLE OVERVIEW
This role manages a mixed team of Father Christmas’ and other operational roles who all work in the ‘Father Christmas Land’ (Act 4) operation, which is part of the ‘Lapland’ experience. This is a multi-faceted role, which requires a strong ability to meet the demands of people & workforce management, whilst protecting the guest experience and delivering an efficient and effective operation. The Act 4 People Manager is responsible for all recruitment, onboarding, rostering & live show HR management of the staff within Act 4, as well as line management of the Magic Elf People Manager.
COMPANY OVERVIEW:
We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 18 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.
RESPONSIBILITIES
OPERATIONS
* Manage a large team 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.
* Have a thorough working knowledge of the relevant areas of operation in order to effectively troubleshoot and problem solve.
* 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
* Ensure that Act 4 staffing is appropriately managed in the lead up to live shows, as well as throughout.
* 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 team, acting as a role model at all times.
* Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy.
* Working closely with the People Operations Manager, ensure recruitment requirements both before and during the live event are at suitable levels
* Manage poor performance and attendance in a timely and effective manner, in accordance with company policy.
* Recognise and promote good performance and attendance through reward & recognition offerings
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, inclusive but not limited to trip hazards, emergency issues, cleaning, site repairs.
TRAINING
* Deliver pre-approved training courses to both new and existing colleagues before and during the event.
* Attend ‘Train the Trainer’ courses (and other required training courses) as determined by the business.
* Conduct delegate training assessments and validations, having overall accountability that all team members within the operation are trained effectively with the required documentation complete.
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:
* Previous people-management experience, preferably with large teams within a theatrical, event or visitor attraction environment.
* Strong working knowledge of best Health and Safety practices.
* Experience co-ordinating cast members within a guest-facing operation.
Desirable Experience:
* A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).
Skills / Knowledge
* Excellent communication, interpersonal and diplomacy skills.
* Bright with a strong sense of initiative.
* Confident with technology & various staffing software systems.
* 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.
Location: Manchester - Congleton Road, Siddington, Macclesfield, SK11 9JY.
Shifts: 5 out of 7 days, rota to be established between Act 4 People Manager and the Magic Elf People Manager.
Key Dates: August - flexible start date currently
Departmental training period in classroom: from 18th October
Departmental training period on-site: from 31st October
Live Event Period: 13th November (Manchester) - 24th December
Pay Rate: £20 per hour, + £50 working day subsidy
One meal per day to be provided when on-site
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 over 40,000 families each year.
Passion for the Mission.
We are in service to belief. We understand the importance of what we do and its legacy.
One Collaborative 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.
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.