Event Controller - Ascot 2026

Role Overview

The Event Controller is accountable for overseeing the delivery of the entire show and ensuring that all departments work cohesively together onsite. The role will report directly into the Live Show Operations Manager and will involve working closely with each of the Area Managers. This multi‑faceted role balances people management and guest‑experience delivery while ensuring efficient and safe operation.

Key Responsibilities

• Work as the Event Controller for the live period of the event, coordinating and ensuring a safe and world‑class experience.
• Delegate responsibilities (but keep overall accountability) to meet the show’s KPIs and objectives under the remit from the Management team.
• Drive and maintain a consistent NPS across the event, monitoring department‑level performance and proactively reporting to the Live Show Manager when levels fall below expectations.
• Monitor queue times, travel times and show times throughout each operational day, flagging any inconsistencies or deviations to the Live Show team promptly.
• Lead the various teams onsite by positive example and outstanding energy.
• Proactively and systematically monitor, measure and report on show readiness and operations.
• Maintain thorough and accurate operational logs throughout each shift, capturing incidents, guest feedback, staffing issues, and any deviations from SOPs, ensuring all records are complete and ready for escalation.
• Provide a consistent and accurate daily report at the end of each day to the Live Show Manager, summarising operational performance, recurring issues, and any actions taken or required.
• Take full ownership of emergency procedures onsite, acting as the senior lead in any emergency situation and ensuring all teams can respond swiftly and effectively in line with the Event Management Plan and relevant SOPs.
• Act as the conduit between the onsite operation and the Live Show Management Team, proactively reviewing feedback and directives received, and ensuring any changes or improvements requested by Head Office are communicated, implemented, and followed up in a timely manner.
• Treat the daily log‑report‑implement cycle as a core accountability of the role, identifying issues on the ground, escalating them accurately and promptly, and closing the loop by executing the resulting guidance or changes from Head Office.
• Ensure that suppliers adhere to Service Level Agreements and are following LUK Standard Operating Procedures.
• Coordinate site teams and champion a collaborative culture.
• Ensure that all communications are cascaded promptly and effectively across the site.
• Act as the senior escalation point for any complaints or issues on site.
• Champion the ‘Lapland Accessibility and Inclusion’ policies, working with colleagues and direct reports to ensure all teams are trained and working in accordance with the relevant processes.
• Attend to and follow upon guest feedback, working closely with the Area Managers within each Act and other stakeholders to proactively address recurring problems.
• Deliver daily briefings to all management teams at 9am each operational day, communicating key safety, operational, experiential and departmental information in a timely manner.
• Chair weekly meetings with all Heads of Department to review performance, address recurring issues and align on priorities for the week ahead.

Team Management

• Work closely alongside 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.
• Always provide support and guidance for direct and indirect reports.
• 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 with People Operations on any recruitment requirements during the live event.

Training

• Deliver pre‑approved training courses to both new and existing staff before and during the event.
• Attend ‘Train the Trainer’ courses (and other required training courses) as determined by the business.
• Maintain a positive attitude and approach to training, with a willingness to learn and adapt as required by the business.

Note: Training dates are to be confirmed but will begin in October.

Required Experience

• Minimum five years experience working in Event Management.
• Strong people‑management experience, coordinating large teams within a guest‑facing operation.
• Demonstrable experience managing emergency procedures and acting as a senior decision‑maker in high‑pressure or crisis situations.
• Proven ability to maintain accurate operational logs, produce daily reports and implement directives from senior stakeholders in a fast‑paced live environment.
• 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.
• Excellent communication, interpersonal and diplomacy skills.
• Able to manage own workload and enjoy working to pressurised deadlines, whilst maintaining effective prioritisation skills.
• Bright with a strong sense of initiative.
• Confident with technology.
• Ability to think both creatively and pragmatically to solve issues and establish improved systemisation.
• 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.
• Organisational skills and attention to detail.
• Catering: One meal per day provided.
• Accommodation provided if needed or £25 towards travel.

Shifts & Availability

Good availability between October 2026 – December 2026 is essential as you will be working on a rota basis with other Event Controllers.

Training and Build Period On‑Site

October TBC

Live Event Period

7th November – 24th December

What You’ll Receive

• Free hot meal each shift.
• Shuttle bus from local train station to event site.

Customer Facing Role Requirements

• Remove all jewellery and piercings (no clear replacements) – this includes tooth gems/grills.
• Have neatly groomed, natural‑coloured hair; as an elf, all long hair must be in plaits.
• If worn, religious head coverings must be a neutral colour of brown, beige, or navy.
• Arrive on shift with none or natural make‑up (foundation if worn must match natural skin tone); minimal mascara, no false eye lashes and no false or painted nails.
• No tattoos are permitted from the collar bone up for all customer‑facing roles; below elbow for Food & Beverage, and 2 inches below elbow for all other customer‑facing roles on site.
• Leave all watches, including smart watches and phones, securely in your locker.

Where is LaplandUK?

Lapland Ascot is based at Whitmoor Forest, Swinley Road, Ascot, SL5 8BD