At a Glance
- Tasks: Lead and enhance guest experiences across multiple departments during our magical seasonal live show.
- Company: Join Lapland, a fast-growing entertainment brand dedicated to creating unforgettable Christmas experiences.
- Benefits: Competitive salary, flexible hybrid working, dog-friendly office, and 20 days annual leave.
- Other info: Opportunity for professional development and a vibrant work culture.
- Why this job: Be part of a team that brings joy and magic to families during the festive season.
- Qualifications: Experience in guest operations management and strong leadership skills required.
The predicted salary is between 30000 - 35000 £ per year.
- Guest Experience Operations Coordinator - Head Office
- Date
- Monday, July 27, 2026
- Description & Requirements
- Job Description for Guest Experience Operations Coordinator– Fixed Term 6 months
- Company Overview
Founded in 2007 by Mike and Alison Battle, Lapland began with a simple but powerful purpose:
to honour the wonder of childhood at Christmas .
Frustrated by thepoor qualityof festive experiences available for their own four boys, the Battles set out to elevate this moment of childhood and reimagine the Father Christmas myth through original storytelling, meticulous set design, and emotionally resonant live theatre.
Their ground-breaking immersive show opened in 2007 andimmediatelycaptured the attention and hearts of parents nationwide.
Powered by their purpose, the couple partnered with Hollywood set designers and West End performance professionals to produce an experience of unprecedented quality and detail.
With an NPS of 72 (outperforming industry icons in the entertainment space), Lapland’s customer loyalty is second to none and has now welcomed nearly 2 million ‘believers,’ with tickets selling out on release for what the press now terms ‘the Glastonbury of Christmas’.
Today, the Lapland Group is a fast-growing purpose driven entertainment business spanning the three pillars of Live, Product and Studios.
In 2024, Lapland’s e Commerce revenues grew tenfold, driven by the launch of magical at-home products like personalised Letters from Lapland…. (Advent calendar and soon, a Christmas Eve Experience?).
These products extend the Lapland world into the home, deepeningbeliefand connection beyond the physical experience.
At the same time, our original story universe continues to scale through media.
In 2023, Lapland launched its first podcast, Elfcast , which achieved No. 1 in the UK Family Charts and ranked in the global top 10 over Christmas.
With plans to expand into audio and content year-round, our IP and characters are reaching audiences in new and emotionally resonant ways.
With immersive Live experiences, high-growth e Commerce, and a rapidly expanding original content, Lapland is on a mission to become the definitive global Christmas brand anchored in belief, storytelling, and the enduring magic of childhood.
Role Overview
The Guest Experience Operations Coordinator is responsible for developing and overseeing the strategic direction and operational excellence across three key guest touchpoints of the Lapland UK seasonal live show: the Welcome department, the Guest Relations department and the Golden Experience department.
This role focuses on the bigger picture while ensuring seamless attention to detail and coordination between these departments.
The ideal candidate must uphold Lapland UK's standards throughout the guest journey, driving consistency and excellence in every moment of the visitor experience.
This is a hybrid role based at our Head office in London to begin with and then during Live will be split between London, Ascot and Manchester
Key
Responsibilities
- Provide strategic leadership, planning and oversight for the Welcome Team, Guest Experience department and Golden Experience department.
- Execute Standard Operating Procedures (SOPs) ensuring all operational documentation is current and effectively communicated
- Manage and develop department supervisors and Managers who report directly into this position to include the Golden Experience Manager, Guest relations Supervisors and the Welcome Managers across both sites.
- Monitor, analyse and report on guest feedback, incidents, operational data and satisfaction metrics, identifying trends and opportunities to enhance the guest experience.
- Work closely with Event Control to align department goals with overall event objectives
- Resolve escalated guest concerns promptly and effectively, maintaining close communication with the Head Office Customer Service team and providing timely feedback, insights and recommendations to enhance the overall guest experience.
- Support the guest journey end-to-end
- Ensure consistent delivery of Lapland UK's magical experience across all touchpoints
- Have a thorough working knowledge of the relevant areas of operation 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
- Deliver briefings to teams, communicating key safety, operational, experiential and departmental information in a timely manner.
- Establish, lead and maintain a professional and positive working culture within the team, always acting as a role model.
- Oversee seasonal workforce planning, recruitment, training and staffing, ensuring resource levels meet operational requirements before and throughout live events, and proactively managing any staffing shortfalls in partnership with the People Operations Manager.
- 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
- 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.
Required Experience
- Proven experience in guest operations management
- 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
A knowledge of KPI and customer insight data (e. g. dashboards, surveyingand mystery shoppers). Salary :
- £30,000 to £35,000 per annum pro rata - Fixed Term 6-month contract (end of January 2027)
- Flexible hybrid working (Minimum 3 days in London)
- Dog friendly office
- 20 days annual leave + bank holidays.
- Contribution towards further developmentand training
- #J-18808-Ljbffr
Guest Experience Operations Coordinator - Head Office employer: LaplandUK
At LaplandUK, we are dedicated to creating magical experiences that leave a lasting impression on families. As a Workshop Stage Manager, you will thrive in a supportive and collaborative environment, where your organisational skills will be valued and your contributions will directly impact the success of our immersive productions. With opportunities for professional growth and a commitment to maintaining a positive workplace culture, LaplandUK is an exceptional employer for those looking to make a meaningful impact in the world of theatre and entertainment.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Operations Coordinator - Head Office
✨Get Your Foot in the Door with Walk-Ins
In the hospitality and food service game, a personal touch goes a long way. Instead of waiting for listings, why not walk into local restaurants, cafes, or hotels? Bring your best smile and a CV, and show them that you're eager to join their team right on the spot!
✨Tap into Seasonal Hiring Trends
With temporary roles often popping up during busy seasons, like summer or festive times, keep an eye out for openings as these businesses ramp up. Joining local community groups on social media can also help you stay ahead of the game: think pop-up events, seasonal fairs, or any openings in your area!
✨Utilise Your Network in the Industry
We all know people in the hospitality world, right? Now's the time to message those friends or acquaintances who might already be working in restaurants or bars. They could give you the insider scoop on who’s hiring or even put in a good word for you – it’s all about that inside connection!
✨Apply Through Us for Quick Visibility
Don't forget you can apply for temporary roles directly through our website! It’s not just about the big chain restaurants; many smaller, local places look there for quick hires. Plus, it helps us get you on the radar of employers looking for passionate workers like you, so what are you waiting for?
We think you need these skills to ace Guest Experience Operations Coordinator - Head Office
Some tips for your application 🫡
Show Off Your Service Skills:In the hospitality-food-service game, your ability to connect with customers is key. Make sure to highlight any relevant experience in your CV, like working in cafes or restaurants, and emphasise your skills in teamwork and communication. Don't forget to mention any customer service training or certifications you've got under your belt!
Flexibility is Your Best Friend:Since this is a temporary role, you'll want to showcase your flexibility in your application. In your cover letter, mention your availability and willingness to work various shifts, including weekends or holidays. Employers love knowing they can rely on you during busy periods!
Bring Your Personality to the Front:In hospitality, it's not just about what you can do; it's about who you are! Let your personality shine through in your cover letter. A warm, engaging tone can really make your application stand out and show your potential to create a welcoming atmosphere for customers.
Include Relevant References:References can make a huge difference in the hospitality-field. Consider including a couple of references from previous employers or colleagues in your CV who can vouch for your customer service skills and ability to thrive in fast-paced environments. This adds credibility and elevates your application!
How to prepare for a job interview at LaplandUK
✨Show Off Your Customer Service Skills
In the hospitality-food-service sector, it's all about the customer experience. Be ready to discuss specific examples where you've gone above and beyond for a customer or handled a difficult situation. They’ll appreciate knowing that you can keep your cool and maintain a positive attitude even when things get a bit hectic!
✨Know Your Menu Inside and Out
Whether you're applying for a temporary role as a server or in the kitchen, it’s important to familiarise yourself with the menu and any signature dishes they serve at LaplandUK. During the interview, they might ask about your food and drink recommendations, so having a few tasty suggestions up your sleeve will show you're genuinely interested in contributing to the team.
✨Emphasise Your Flexibility
Temporary roles often require a bit of juggling with shifts and responsibilities. Be sure to convey your willingness to adapt and take on different roles as needed. Share instances where you’ve quickly switched tasks or taken the initiative to help out your colleagues, showing that you're a team player.
✨Dress the Part and Exude Personality
In hospitality, first impressions matter! Even for a temporary position, donning smart-casual attire can set the right tone. Plus, don't hold back on your personality – let your enthusiasm shine through, as they’re looking for someone who can mesh well with the team and create a welcoming atmosphere for guests.
