Seasonal role – contract dates November December 2026 and early January 2027
About the Role
Are you the ultimate Christmas orchestrator? We are looking for an energetic, highly resilient, and exceptionally organised Event Duty Manager to oversee the daily operations of our spectacular seasonal event.
In this crucial leadership role, you are the captain of the ship. You won’t just be supervising; you will be inspiring our Attractions and Hospitality Team Leaders, ensuring they have everything they need to deliver SUPERHERO service. From opening the site and managing live crowd-flow to handling emergency responses and ensuring retail, food, and attractions are hitting their targets, you are the ultimate guardian of the guest experience. Working in close lockstep with the Event Controllers and senior management, you will make sure our festive site runs safely, smoothly, profitably, and most importantly, magically.
If you are a seasoned leader who thrives under pressure, excels at rapid problem-solving, and loves turning operational chaos into Christmas magic, we want you to run the show!
Our Values: Do You Fit the Vibe?
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Keep it real: We are authentic, transparent, and ego-free.
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Go all in: We bring passion to everything we do, showing up with energy, creativity, and heart.
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Make it happen: We take ownership, get things done, and deliver with accountability and pride.
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Pivot like a pro: We adapt fast, stay flexible, and turn change into opportunity.
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Good energy only: We choose positivity, support others, and lift those around us.
Main Responsibilities
Overall Event Leadership & Team Support
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Lead the Leaders: Line-manage, support, and inspire the Attractions and Hospitality Team Leaders, ensuring they are motivated, focused, and maintaining “good energy only” across their teams.
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Daily Briefings: Run comprehensive pre-shift briefings for Team Leaders, outlining daily targets, weather updates, expected visitor numbers, and key operational focuses.
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Resource Allocation: Actively monitor site-wide staffing levels, authorising shift adjustments or staff redeployments to manage sudden peaks in visitor traffic.
Live Operations & Control Room Communication
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Control Room Partnership: Maintain constant, seamless communication with Event Controllers via radio to monitor queue times, manage crowd-flow, and rapidly respond to live operational bottlenecks or challenges
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Site-Wide Quality Control: Conduct regular site patrols to ensure the entire event, from the festive bars and VIP areas to the ice rink, Grotto, and car park, is operating flawlessly and looking immaculate.
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Master Problem Solver: Act as the final point of escalation for complex guest complaints, major ticketing anomalies, or severe operational interruptions, resolving them with grace and professionalism.
Health, Safety & Incident Command
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Incident Commander: Serve as the on-site Lead Coordinator during any major incidents, accidents, or emergencies (such as medical incident or severe weather), liaising directly with first aid, security, and external emergency services if required.
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Compliance & Risk Management: Ensure the entire site adheres strictly to Health & Safety regulations, licensing laws, food hygiene standards, and local authority requirements.
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Site Audits: Conduct and document daily site opening and closing safety checks, ensuring all hazards are identified, logged, and resolved immediately.
Commercial & Financial Oversight
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Commercial Performance: Keep a close eye on daily sales data across retail, bars, and ticketing, working with Team Leaders to drive upselling and maximize revenue.
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High-Level Cash & POS Support: Authorise high-value refunds, oversee PCI DSS compliance and assist with complex point-of-sale (POS) and financial troubleshooting
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Supply Chain Management: Oversee site-wide stock levels, ensuring the replenishment of crucial assets (from Grotto gifts to bar stock) runs seamlessly and efficiently.
Key Characteristics & Qualities Required
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Inspirational Commander: A proven leader with experience managing large teams in fast-paced, high-volume event, hospitality, or leisure environments.
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Cool Under Pressure: The ultimate master of the “pivot like a pro” mindset. You stay calm, clear-headed, and decisive when handling emergencies, high-volume crowds, or sudden operational shifts.
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Strategic & Observant: You see the bigger picture. You can spot a bottleneck at the entrance, a stock shortage at the bar, and a safety hazard at the ice rink all at once, and swiftly deploy solutions.
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Excellent Communicator: Confident, authoritative, and warm. You can command a briefing room, coordinate seamlessly with Event Controllers, and de-escalate upset guests with equal ease.
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Accountable & Trustworthy: Highly organised with strong financial acumen and an uncompromising commitment to safety, compliance, and pristine site presentation.
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Festive Spirit: You possess a genuine passion for creating magical memories, understanding that your leadership directly influences the Christmas joy felt by thousands of families.
Contract Type: Full-Time
Hours: Flexible shift patterns including evenings, weekends, and bank holidays (essential for spreading Christmas cheer!)
Pay: £18 per hour
Looking for people based locally to the Luton Hoo Estate as travel and accommodation are not provided.
