Job Description

Company Overview

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.

Role Overview:

As part of our Front of House team, you will play a crucial role in creating a warm, welcoming, and magical experience for every guest visiting Lapland. As the first point of contact for families, you'll be responsible for greeting guests, handling queries, guiding visitors through key areas of the experience, and ensuring a smooth, timely and safe flow of the day's events. A calm, friendly manner and strong communication skills are essential, as is the ability to remain composed in a fast-paced, guest-facing environment. Unlike traditional FOH roles, this position places you at the heart of the experience. You are immersed in the production itself, witnessing the wonder unfold in real time alongside our guests. Your presence not only supports the smooth running of the day but becomes part of the magic that defines the Lapland journey.

Key Responsibilities:

Deliver a world-class guest experience by offering a warm, professional welcome and consistently high levels of service throughout the visit. Act as the first point of contact for guests, confidently handling questions, queries, and requests while using in world-terminology and escalating appropriately using correct reporting lines given during your training. Proactively resolve guest concerns or issues in-the-moment with a calm, solution-driven approach, embodying the spirit of Lapland magic. Where necessary, escalate concerns to the Event Manager or Head Office in line with internal procedures. Support the operational delivery of guest-facing experiences in appointed areas. Guide and manage guest flow through designated areas of the experience, maintaining the immersive nature of the production and providing timely, accurate information to guests. Monitor live production timings and report accurately to area-specific Stage Management to support the seamless running of the event across the day. Collaborate with both performance and technical teams, remaining aligned with the creative vision while upholding health, safety, and accessibility protocols at all times.

Required Experience:

Experience in a guest-facing role within events, theatre, hospitality, or a similar fast-paced environment. Confident handling guest queries or complaints with professionalism and care. Comfortable working in immersive, theatrical settings while maintaining the magic of the experience. Positive, team-focused attitude with a passion for delivering exceptional service. Flexible and reliable, with availability across weekdays, weekends, and key seasonal dates. Able to follow briefings and adhere to health and safety protocols at all times.

Qualifications:

Previous experience in a costumer service role. Strong attention to detail and quality. Excellent communication and teamwork skills. Ability to work in a fast-paced, deadline-driven environment. Willingness to learn and adapt to new processes and technologies. Outstanding organisational and time management skills.

Desirable Skills:

Bright with a strong sense of initiative. 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.

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 children and families.

Passion for the Mission.

We are in service to belief. We understand the importance of what we do and its legacy.

One 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.

Benefits:

EVENT ONLY:

Meal or Meals provided per shift - subject to shift length Free staff parking and shuttle bus service to and from site from local stations and car parks 20% discount on retail items on selected dates Holiday paid at the end of the contract Employee engagement events and perks throughout the season
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.

Job Type: Fixed term contract
Contract length: 8 weeks

Pay: 13.25 per hour

Expected hours: No less than 36 per week

Benefits:

Casual dress Company events Company pension Employee discount Free flu jabs Free parking
Application question(s):

Please confirm you are aware that this is a temporary season role for Lapland - Manchester Please confirm you have good availability from October through to December 2025
Work Location: In person