GUEST RELATIONS SUPERVISOR

LaplandUK, the award-winning immersive Christmas experience based on original stories by Mike & Alison Battle, brings the enchanting world of Father Christmas and his Elves to life for thousands of families every year. With stunning Hollywood-style sets, West End-quality performances, and a deep commitment to storytelling, LaplandUK creates unforgettable festive memories.
We’re looking for organised, people-focused individuals to join our Guest Experience team as Guest Relations Supervisors at our Ascot site.

THE ROLE

As a Guest Relations Supervisor, you’ll support the safe and smooth delivery of the LaplandUK experience—leading a team of Guest Relations Hosts and ensuring the highest level of guest care from check-in to final farewell.
With strong communication skills and a guest-first mindset, you’ll help ensure our admission and welcome areas operate efficiently, guest needs are met warmly and promptly, and any escalated concerns are managed with care and professionalism.

KEY RESPONSIBILITIES INCLUDE:

• Leading a safe, efficient operation across all guest-facing areas in line with SOPs
• Delivering daily team briefings on safety, operational updates, and guest experience goals
• Monitoring guest feedback and reporting insights to the Guest Experience Manager
• Overseeing check-in and admissions flow, staffing, and guest requests
• Managing team morale and performance across your shift
• Handling guest queries, celebrations, and occasional VIP/PR requests
• Escalating and resolving guest concerns professionally
• Ensuring documentation of incident reports and gift logs using SOP protocols
• Supporting accessibility and inclusion across the experience
• Coordinating shift schedules and reporting any absences or staffing issues
• Assisting with Lost Person procedures, event safety, and emergency protocols
• Reporting health and safety concerns into Event Control