Guest Experience Host/ Hostess

---

Job description

Retail Duty Manager - Ascot - £15-16.50/ hour

About Lapland

Lapland is a 4.5 hour immersive experience that brings to life the mythical Elven world of Father Christmas. At LaplandUK we pride ourselves on delivering a truly unforgettable experience for all guests, transporting families into our secret, magical world.

Role Overview

The Retail Duty Manager (RDM) is a very important role at LaplandUK. Based at our Ascot event site, the RDM will be responsible for providing great guest experience through managing Elves training and engagement, and all day to day retail activities of the experience. The RDM will also ensure that the retail stores are fully staffed and stocked and that the teams are fully briefed and trained in their roles. The RDM will ensure that sales targets are achieved, retail staffing and consumable costs are within budget and that all retail transactions are accurately executed.

Responsibilities

Planning

• Be fully aware of current retail strategies including product, visual merchandising and sales forecasts prior to site launch.
• Ensure that set-up of all tills is optimised, accurate and complete prior to Retail Elf training.
• Ensure that all team members are fully briefed in till operations and proper procedures for serving Guests in line with the Lapland sequence of service.

Operational

• Complete set-up and closing duties; maintain cleanliness, stock, and visual standards.
• Ensure all front of house areas are clean and well presented at all times.
• Report changes in music, lighting, and temperature; refer till issues to IT; report maintenance issues. Report all maintenance issues the Site Team.
• Liaise with all departments on daily operations and quality control.

Guest Experience

• Address customer enquiries in a timely, empathetic and personable manner.
• Exceed guest expectations with warm service, following Lapland procedures.
• Train teams to link-sell products and services for an enhanced customer experience.

HR

• Conduct ongoing training and coaching to maintain service quality.
• Improve and maintain morale of Retail Assistants and Managers.
• Manage disciplinary issues and staff grievances per legal and company standards.
• Promote a culture of teamwork, ownership, and excellence.
• Ensure informative team briefings are held at each change of shift.
• Lead by example and act as a role model to all team members.

Loss Prevention

• Ensure any stock movements are properly recorded and stock wastage is minimised and properly accounted for alongside the Warehouse Manager.
• Ensure company processes are followed for handling Jingles.
• Ensure the Retail team follows loss prevention advice and report any issues to the Retail Operations Manager.

Compliance

• Ensure company policies, procedures and brand standards are understood and adhered to.
• Attend any training as required by the company.
• Take responsibility for executing and adhering to the company statutory policies and brand standards

Essential qualification/experience:

• Previous experience in a retail management role.
• Lead by example as a strong operational, hands on, role model.
• Bright and articulate, with the ability to influence and engage other members of the team.
• Diligent and tenacious with enthusiasm to succeed and to help others to do so.
• Excellent verbal and written communication skills.

<!– job description page –>