Entertainment, Events & Experience Supervisor

Description

Purpose of Role

The Experience Supervisor is responsible for the planning, coordination, and delivery of residential sleepovers, badge group visits, resort experiences, activities, entertainment operations, and casting support. The role ensures exceptional guest experiences through effective team leadership, operational planning, health and safety compliance, and close collaboration with departments across the resort.

Key Responsibilities

Sleepovers & Badge Group Experiences

• Plan, coordinate, and deliver all residential sleepovers and badge group activity days and stays.
• Act as the primary point of contact between our Call Centre Booking Team, Entertainment, and Resort teams for all matters relating to all residential sleepovers and badge group visits.
• Coordinate and communicate:
• Arrival information
• Guest numbers
• Accommodation requirements
• Food and dining arrangements
• Activity schedules
• Special requirements and guest communications
• Work alongside Catering Manager guest allergy requirements and dining arrangements.

Operational Planning & Scheduling

• Support the development and communication of shift plans across:
• Resort Theme Park operations
• Activities
• G Live
• Resort experiences
• Liaise closely and ensure effective resource allocation and team deployment across the business
• Work with the Guest Experience Manager to manage labour hours and ensure operational delivery remains within budget.

Team Leadership & Welfare

• Supervise the daily activities and performance of Rangers and Resort Experience Cast.
• Ensure teams are fully briefed and prepared for daily operations.
• Monitor and support team welfare.
• Provide regular performance feedback, recognising achievements and addressing development areas.
• Promote a positive, professional, and guest-focused working culture.

Health & Safety

• Complete and maintain all relevant Health & Safety documentation.
• Ensure compliance with Health & Safety requirements across all activities, rehearsals, and experiences.
• Oversee safe operation and storage of activity equipment.
• Maintain equipment inventories and identify replacement or new equipment requirements.
• Ensure all rehearsals, including evening sessions, are safely planned and communicated to relevant departments.

Casting, Recruitment & Onboarding

• Work closely with the Talent Director to develop and implement casting strategies.
• Plan and deliver monthly audition days both onsite and externally.
• Manage communication with applicants throughout the recruitment process.
• Coordinate handovers to Managers.
• Support onboarding processes, including:
• Uniform ordering and distribution
• Training planning and coordination

Entertainment & Product Development

• Work closely with the Group Choreographer on:
• Product planning
• Show scheduling
• Character appearances
• Character Crew Tool Kits
• Rehearsal planning
• Ensure the Talent Matrix remains accurate and up to date.
• Collaborate with the Central Team to plan and implement rehearsals for new products and resort experiences
• Support the rollout of new entertainment and activity offerings

Training & Development

• Identify ongoing training requirements across teams
• Work with SD to develop and implement training plans
• Support continuous improvement through coaching, feedback, and development initiatives

Quality Assurance

• Monitor the quality and consistency of activities, shows, and guest experiences
• Provide constructive feedback and recommendations for improvement
• Ensure all products and experiences are delivered to agreed standards

Events & Seasonal Operations

• Support the planning, operation, and delivery of the Land of Lights event.
• Contribute to event planning, staffing, rehearsals, and operational execution.
• Ensure guest experience standards are maintained throughout seasonal events.

Key Measures of Success

• Successful delivery of sleepovers and badge group experiences.
• Achievement of labour budget targets.
• Feedback
• Strong Health & Safety compliance.
• Effective recruitment and onboarding of talent.
• High-quality delivery of entertainment and resort experiences.
• Positive team engagement, welfare, and performance.

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