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Golden Experience Supervisor

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LaplandUK

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Location:
United Kingdom, Macclesfield

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

17.00 GBP / Hour
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Job Description:

The Golden Experience Supervisor is responsible for the operational delivery of the guest experience working to set SOPs. Reporting into the Golden Experience Manager, you will ensure the standards are set for every group and tour at each touchpoint throughout the experience working with a team of hosts. You will be the onsite go to, resolving any operational or staff challenge in the moment.

Job Responsibility:

  • Ensure hosts have all the requirements for guest tours
  • allocated seating in performance areas, dining rooms are set up and gifting stock is available
  • Ensure a complete and up-to-date working knowledge of procedures
  • Report any issues from hosts to the Golden Experience Manager across departments
  • Act as a champion for the ‘Lapland Accessibility and Inclusion’ policies
  • Deliver daily briefings to teams
  • Ensure standards are kept exceptionally high during the experience with spot checks and checklists
  • Lead hosts day to day keeping morale high across the team
  • Coordinate staff schedules to ensure smooth and timely delivery and report any daily absences
  • Report any staffing concerns
  • Understanding of wider Event Safety plans and Evacuation processes
  • Report any health and safety accidents or near-misses into Event Control

Requirements:

  • 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
  • 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

Nice to have:

  • A back ground 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)
What we offer:
  • Hourly pay of £17.00 per hour, plus holiday pay which is paid at the end of your contract
  • Free hot meal per day
  • Free coffee, tea and soft drinks
  • 20% discount in LaplandUK retail shops on selected dates
  • Free Parking
  • Shuttlebus from Macclesfield Train Station to event site

Additional Information:

Job Posted:
December 09, 2025

Work Type:
On-site work
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