Assistant Event Manager (Ascot)

The Assistant Event Manager is accountable for all Acts of the show, Act 1 to 4; leading and inspiring a variety of operational and performance teams, as well as 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 for each performance space.

The area of responsibility includes managing the guest journey from their arrival into the Car Park, delivery of the performance areas (Pathway Control, The Glade, Toy Factory, Lapland Bakery, Father Christmas Visit), The Village, Frozen Pond, Reindeer Paddock, Forge, Father Christmas Visit, F&B and Retail outlets. You will be the lead team member on the ground, problem solving and ensuring standards are impeccably high from every department.

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.

RESPONSIBILITIES

• OPERATIONS

• Ensuring that guest throughputs and employee performance are pro-actively managed.
• Have a thorough working knowledge of each performance 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 report of operational KPI’s for your area to Event Manager.
• Act as a champion for the ‘Lapland Accessibility and Inclusion’ policies, working with colleagues to ensure all are trained and working in accordance with the relevant processes.
• Understand guest feedback, working closely with the Guest Operations Manager (and other relevant stakeholders) to proactively address recurring problems.
• To deliver the operational processes for your area aligned with SOP’s and overall Event Management Plan.
• Manage reports; Opening & Closing checks + Daily Report delivered to Event Manager.

• Work closely alongside all Managers & Supervisors 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 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.

• Successfully complete all E-Learning modules provided ahead of onsite training.
• Attend the Table Top Exercise and Management training ahead of onsite training.

• Support the communication and requests of all Golden and PR guests as determined by the Golden and Guest Experience Manager, primarily ensuring a seamless and warm welcome to the show.

KNOWLEDGE, SKILLS & EXPERIENCE

• Minimum five years’ experience working in either event operations or visitor attraction operations.
• Strong people management experience, with experience coordinating large teams within a guest-facing 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.
• A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).

Skills / Knowledge

• 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 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.

We are recruiting x 2 Assistant Event Manager's for Ascot. Location: Whitmoor Forest, Ascot, SL5 8BG. Shifts: 08:00 to 21:30* - The finish time is dependent upon the final customer leaving Act 4, the daily report being sent and sign off of by the on-duty Event Manager. The rota will be devised between the 2 Assistant Event Manager's, 1 working per day.

Key Dates:

• Induction Date 18th October, as well various table-top & management training sessions.
• Training period on-site: 31st October - 5th November.
• Live Event Period: 6th November - 24th December.

Accommodation provided if required, or £50 per working day subsidy. One meal per day to be provided.

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. We only succeed together. We are a positive and caring group of people who embrace developing Lapland and ourselves. 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.