Magic Elf People Manager (Manchester)

Role Overview

This role manages a team of up to 240 ‘Magic Elves’ who work in the ‘Father Christmas Land’ (Act 4) operation, part of the ‘Lapland’ experience. It requires strong people management, protecting guest experience and delivering an efficient operation.

Key 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 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 within the Magic Elf cohort.
• Work closely with the Performance Manager’s to closely monitor feedback produce including producing hut allocation sheets for Father Christmas’s.
• TEAM MANAGEMENT
• Ensure that the Magic Elf staffing is consistently at the right level.
• 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 Magic Elf team, always acting as a role model.
• Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy, addressing any reoccurring absence trends.
• Work closely with HR and Resourcing colleagues on any recruitment requirements both before and during the live event.
• Manage poor performance and attendance in a timely and effective manner, in accordance with company policy.
• Recognise and promote good performance and attendance utilising the reward working with Act 4 Performance Manager to deliver any role or HR information to the Act 4 team.
• Attend 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.