LaplandUK
Commercial Duty Manager - Ascot 2026
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Role 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.
The Commercial Duty Manager plays a critical role in the day-to-day leadership of retail and food & beverage operations, ensuring exceptional guest experiences while driving strong commercial performance across all outlets.
Key Responsibilities
Guest Experience & Service Leadership
- Lead by example in delivering outstanding guest service across all retail and F&B outlets
- Ensure a warm, welcoming, and immersive environment that aligns with LaplandUK storytelling and brand values
- Manage and liaise with relevant department heads to monitor and react to guest feedback, complaints, or service recovery across F&B outlets and retail
- Ensure teams deliver accurate product, menu, allergen, promotional, and experience information
- Maintain calm, professional leadership during peak trading periods and high guest volumes
Food & Beverage Operations
- Oversee daily operations of the main restaurant and additional F&B outlets, ensuring smooth service flow and consistent standards
- Observe and ensure a smooth handshake between BOH and FOH for efficient processes.
- Ensure compliance with all food safety, hygiene, allergen, and licensing requirements
- Monitor food quality, presentation, portion control, and speed of service
- Support menu execution, stock availability, and waste reduction initiatives
- Coordinate closely with kitchen teams and service staff to deliver seamless guest experiences
Commercial Performance & Sales
- Take accountability for daily commercial performance across retail and F&B outlets
- Monitor sales trends and adjust staffing, service flow, and stock levels accordingly
- Promote a strong commercial mindset across teams while maintaining guest-first principles
- Support delivery of daily, weekly, and seasonal sales targets
Financial Control & Transactions
- Oversee daily transactions across all outlets using the EposNow till system
- Ensure accuracy in till usage, refunds, discounts, and voids in line with company policy
- Manage daily cash (Jingle) handling, float checks, reconciliations, and end-of-day processes
- Ensure robust financial controls, compliance, and till security across all commercial areas
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Stock Management & Supply Control
- Oversee stock management for retail and F&B, including food, beverage, and operational items.
- Work closely with Warehouse Stock Manager and F&B teams to ensure timely replenishment
- Monitor stock rotation, expiry dates, allergen controls, and storage standards
- Lead stock movement and stock takes during build, live operations, and de-rig
- Implement loss prevention and waste reduction strategies
Store, Restaurant & Café Presentation
- Ensure all commercial spaces are clean, well-presented, and aligned with brand standards at all times
- Maintain high standards across dining areas, counters, service points, F&B outlets, and retail floors
- Oversee signage, pricing, menus, and promotional displays
- Lead opening and closing procedures across all commercial outlets
Health, Safety & Compliance
- Take full accountability for health, safety, food hygiene, and fire safety compliance
- Conduct regular checks and audits, addressing issues promptly and escalating where required
- Ensure teams follow safe working practices, manual handling procedures, and hygiene standards
- Lead by example in promoting a safe, compliant, and professional working environment
Team Leadership & People Management
- Supervise, coach, and support retail and F&B teams throughout daily operations
- Lead team briefings, allocate roles, and manage staffing levels in line with trading demand
- Support induction, training, and ongoing development of team members
- Foster a positive, collaborative, and high-performance culture
- Ensure adherence to Elf Costume and appearance policies where applicable
Essential Experience
- Previous people-management experience, preferably with large teams within a theatrical, event or visitor attraction environment.
- Previous strong working knowledge of best Health and Safety practices.
- Experience coordinating cast members within a guest-facing operation.
Leadership & Communication
- Confident, clear communicator with the ability to lead diverse frontline teams
- Experienced in delivering briefings, delegating tasks, and managing performance.
- Able to resolve guest and team issues calmly and professionally.
Food & Beverage & Retail Operations
- Proven experience managing high-volume F&B and/or retail environments
- Strong understanding of food safety, hygiene, allergens, and service standards
- Comfortable balancing operational detail with guest experience & commercial goals
Commercial & Operational Focus
- Strong commercial awareness with the ability to drive sales and control costs
- Detail-oriented approach to financial controls, stock management, and compliance
- Able to make sound decisions quickly in a fast-paced environment
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Adaptability & Problem Solving
- Thrives under pressure and during peak trading periods
- Proactive and solutions-focused when faced with operational challenges
- Flexible, hands-on, and willing to support teams physically on the floor
Systems & Physical Commitment
- Confident user of EposNow or similar POS systems
- Willing and able to support physically demanding tasks across multiple outlets
- Reliable, organised, and accountable for operational standards
Skills / Knowledge
- A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).
- Excellent communication, interpersonal and diplomacy skills.
- Bright with a strong sense of initiative.
- Confident with technology & various staffing software systems.
- 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.
Benefits
- Catering: Two meals per day provided
- Accommodation provided if needed or £25 towards travel
Shifts & Availability
As you will be working on a rota basis with the other Commercial Duty Managers, good availability between October 2026 - January 2027 is essential.
Training and Build period on-site
October TBC
Live Event Period
7th November - 24th December
What You’ll Receive
- £25.00 per hour, plus holiday pay which is paid at the end of your contract
- Free hot meal each shift
- Staff discount on selected event date
- Shuttlebus from local Train Station to event 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, SL5 8BD
General Information
Name
Commercial Duty Manager - Ascot 2026
Date
Thursday, June 18, 2026
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