Guest Relations Supervisor - Ascot 2026

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

The Guest Relations Supervisor assists with the safe and efficient operation across the Lapland experience with a team of hosts.

In this role, you'll need to be great at managing people, while making sure guests have a great experience and everything runs in line with Operational SOPs.

As part of this role, you will be responsible for ensuring an unforgettable guest experience, contributing positively to the event operation by overseeing smooth admission and check in processes. With a strong guest centric focus, you will actively gather, communicate feedback to the Guest Experience Manager.

Key Responsibilities

• Lead a safe and best in class operation strictly in line with approved policy, processes and instruction.
• Ensure a complete and up to date working knowledge of procedures, consulting with Guest Manager on any required review or revision, ensuring a consistent and efficient operation.
• 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 daily briefings to teams, communicating key safety, operational, experiential and departmental information in a timely manner.
• Coordinate staff schedules to ensure smooth and timely delivery and report any daily absences.
• Report any staffing concerns.
• Lead check in Elves Day to day keeping morale high across the team and working alongside other departments aligning with the company's values.
• Understanding of wider Event Safety plans and Evacuation processes.
• Report any health and safety accidents or near misses into Event Control, inclusive but not limited to trip hazards, emergency issues, cleaning, site repairs.

Training

• Attend training courses as determined by the business.
• Successfully complete all E Learning modules provided ahead of onsite training.

VIP & PR Guests

• Support the communication and requests of all VIP and PR guests as determined by the Golden Experience Manager / team.
• Minimum one year working as a manager in a customer operations environment
• Strong working knowledge of best Health and Safety practices.
• Experience co ordinating teams within a guest facing operation.
• A background in visitor attractions admissions operations is desirable, but not essential.
• A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).

Skills / Knowledge

• Excellent communication, interpersonal and diplomacy skills.
• Bright with a strong sense of initiative.
• Confident with technology.
• 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.

Pay Rate: £17.00 per hour What You'll Receive

• £17.00 per hour, plus holiday pay which is paid at the end of your contract
• Free hot meal each shift
• Shuttle bus from local Train Station to event site, as well as from Ascot Racecourse staff car park direct to site

Customer Facing Role Requirements Where the Worker is in Costume, Will Be Expected to:

• Remove all jewellery and piercings (no clear replacements) - this includes tooth gems/grills.
• Have neatly groomed, natural coloured hair, and as an elf, have all long hair 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 look like your 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. In addition, no tattoos are permitted 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, Berkshire, SL5 8BD.