Christmas Grotto Head Elf

THE ZOOLOGICAL SOCIETY OF LONDON; Greater London; On-site; GBP 17,000 - 22,000; Full time

Job summary

ZSL London Zoo is seeking an enthusiastic Head Elf for its Magic of Christmas event. Based primarily in Santa’s Grotto, you’ll lead a team of Christmas Elves and ensure every guest enjoys a warm, welcoming visit with Father Christmas.

You will manage the Grotto’s day-to-day operations, handle guest enquiries, keep the schedule on track, and help deliver an exceptional visitor experience. This 8-week fixed-term contract requires a flexible rota across seven days, with shifts on weekends and bank

Qualifications

• Lead a team of Christmas Elves to deliver festive visitor experiences.
• Oversee the Grotto operation and daily schedules.
• Resolve guest queries and maintain a high standard of guest service.
• Flexible rota with weekend/bank holiday shifts; 8-week fixed-term contract.

Responsibilities

• Bring the Magic to Life: act as a Christmas Elf at London Zoo's Grotto and support other festive locations.
• Lead and supervise a team of Elves to deliver exceptional customer service and festive cheer.
• Handle guest enquiries within the Grotto and resolve issues promptly and effectively.
• Keep the Grotto schedule on time and running smoothly.

Job description

As Head Elf, you'll bring the magic of Christmas to life at ZSL London Zoo's Magic of Christmas event. Based primarily in Santa's Grotto, you'll lead a team of dedicated Christmas Elves, ensuring every guest enjoys a warm, welcoming, and memorable visit with Father Christmas.

You’ll oversee the day-to-day operation of the Grotto, coordinating schedules, managing visitor flow, and ensuring activities run smoothly, on time, and without disruption. Acting as the main point of contact for guest enquiries, you’ll confidently resolve issues and help maintain an exceptional visitor experience.

This role is all about spreading festive cheer and creating a fun, immersive atmosphere for children and families. Through strong leadership, enthusiasm, and excellent customer service, you’ll play a key role in delivering the magic of Christmas across the zoo. A love of Christmas and Santa is essential!

This role is offered on an 8-week fixed-term contract. Working hours will average 12-18 hours per week initially, increasing to approximately 30 hours per week during the final two weeks, when the Grotto operates daily. As our zoos are open seven days a week, your schedule will follow a rota, which includes weekends and bank holidays. We aim to balance business needs with personal flexibility, so you’ll have advance notice of your shifts to help plan your time.

Key responsibilities:

• Bring the Magic to Life: Play a Christmas Elf at London Zoo, primarily based in Santa’s Grotto but also supporting across other festive event locations. As an Elf, you’ll ensure every visitor, big and small, has a truly magical experience.
• Lead and Supervise: Oversee a team of Christmas Elves, guiding them to deliver exceptional customer service and festive cheer throughout the event.
• Resolve Guest Queries: Take the lead in handling guest queries within the Grotto, ensuring any issues are resolved quickly and effectively.
• Keep the Magic on Schedule: Manage the Grotto’s daily schedule, ensuring everything runs smoothly, on time, and without delays