(RETURNERS) Guest Relations Host - Manchester 2026

LaplandUK; Manchester; Remote; GBP 1,929,000 - 2,893,000; Full time

Benefits offered by this job

Free hot meal per day

Free coffee, tea and soft drinks

20% discount in LaplandUK shops

Holiday pay

Job summary

LaplandUK is seeking a Guest Relations ambassador to deliver a premium guest experience across our immersive Christmas world. You will engage with guests at key points, answer questions, and resolve issues with warmth and efficiency.

This role requires excellent communication, a confident use of technology, and the ability to work well in a team. The position offers hourly pay and benefits, in-person shifts, and a commitment of at least 3 shifts per week.

Qualifications

• Excellent communication and diplomacy skills.
• Confident with technology and screens.
• Able to interact with guests across a busy environment.
• Strong team player with a positive attitude.

Responsibilities

• Deliver a world-class service to guests, resolving issues on the spot with Lapland magic.
• Handle guest complaints professionally, escalating to Event Manager or Head Office when needed.
• Use the onsite system to assist guests with questions, requests, and feedback.

Skills

Guest service

Communication

Interpersonal skills

Teamwork

Tech confident

Positive attitude

Job description

Description & Requirements

PLEASE ONLY APPY TO THIS ROLE IF YOU WORKED IN THIS ROLE FOR 2025; as this role differs for 2026, any returners for this role will be required to attend an in-person group interview.

COMPANY 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.

ROLE OVERVIEW

Reimagined for 2026, with an enhanced focus on guest experience, 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.

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.

Key Responsibilities:

• 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.
• Use of our onsite system to assist guests with a variety of questions, queries, and requests.

Working environment and requirements include

• Indoor and outdoor locations, with prolonged standing and walking across all areas of the experience.
• Guest‑facing position, requiring high‑levels of interaction on a consistent basis.
• Use of technical equipment, including touchscreen tablets.
• Some tasks may require moderate lifting, bending, pushing, pulling and other similar physical activity.

VIP & PR GUESTS

• Support the communication and requests of all VIP and PR guests as determined by the VIP manager / team.

• Excellent communication, interpersonal and diplomacy skills.
• Confident with technology
• Ability to work well in a team environment.
• Positive attitude throughout to ensure a good morale is sustained onsite.

Pay Rate: £14.00 per hour

• Free hot meal per day
• Free coffee, tea and soft drinks
• 20% discount in LaplandUK retail shops on selected dates
• Holiday pay paid at end of contract

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.

Please note we require a minimum commitment of 3 shifts per week.

Applicants must be authorised to work in the United Kingdom without the need for visa sponsorship.

Lapland reserve the right to withdraw this advert at any time. Due to the high number of applications being received, we may not be able to respond to every applicant.

Lapland is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.