Guest Relations Host

LaplandUK; Ascot; On-site; GBP 40,000 - 60,000; Part time

Job summary

A magical immersive experience provider in Ascot seeks Guest Relations team members to deliver exceptional guest service during the live event from November to December 2025. Responsibilities include addressing guest queries and managing activities, contributing to a unique and memorable visitor experience. Applicants should have a warm heart and excellent communication skills. The role offers competitive hourly pay and various benefits.

Benefits

Hourly pay of £13.25

Free hot meal per day

Free drinks

20% discount in retail shops

Free parking

Qualifications

• Passionate about delivering a premium guest experience.
• Ability to handle guest complaints professionally.
• Experience in a customer-facing role is preferable.

Responsibilities

• Deliver world-class service to guests.
• Handle guest complaints in-the-moment.
• Manage the delivery of the ‘Elven Post Office’ activity.

Skills

Guest service

Communication

Problem solving

Teamwork

Job description

Event:
Brought to life with Hollywood set designers and West End theatre professionals on an unprecedented scale, LaplandUK’s immersive theatrical experience crafts an enchanting world of wonder and beauty.

The award-winning show sells out within hours each year and welcomes over 170,000 guests to its 30-acre magical forest each season, including the likes of Elton John and members of the Royal Family.

Guests journey through a theatrical world, passing through five uniquely themed, interactive performances that blend storytelling, character interaction, and festive wonder. This 4.5 hour live, walk-through adventure offers families an unforgettable experience.

The Role

Our Guest Relations team act as ambassadors of the Lapland brand. They help our guests with any questions, requests, or feedback they may have. Passionate about delivering a premium guest experience, the Guest Relations team are located at key points across the experience, ready to help a guest with whatever they may need, at a moment’s notice.

Deliver a world-class service to guests, ensuring that any issues or queries are resolved in-the-moment, with a touch of Lapland magic!
Handle guest complaints professionally and with integrity, liaising with the Event Manager and Head Office, where required, to ensure feedback is managed and followed-up as appropriate.
Manage the delivery of the ‘Elven Post Office’ activity within The Elven Village.
Use of our onsite system to assist guests with a variety of questions, queries, and requests.

LOCATION: Ascot, Whitmoor Forest, SL5 8BD (free shuttle service provided from Ascot station)

KEY DATES:

Paid Training: Your training plan will vary depending on your role. Training will take place on select dates between the end of October 2025 and the beginning of November 2025
Live event: Thursday 6th November - Wednesday 24th December 2025
Expected hours: No less than 24 per week

BENEFITS

- Hourly pay of £13.25 per hour

- Free hot meal per day, plus free coffee, tea and soft drinks

- 20% discount in LaplandUK retail shops on selected dates

- Free Parking

This is a rare and magical opportunity to bring one of the most beloved figures to life. If you have a warm heart, a kind spirit, and a sparkle in your eye, we’d love to meet you.