Job Title: Grotto Manager
Department: Grotto
Reports To: Underbelly Operations Manager
Responsible For: Grotto Staff
Rate of Pay: £15.00/hr (plus holiday pay)
Dates of Work: 21st November – 24th December 2025
Available Contracts: Various minimum hour contracts available (20-40hrs per week)
Role
To oversee the smooth day-to-day running of Father Christmas’s Grotto at Chiswick House, ensuring an exceptional experience for all families. You will manage the grotto team (elves and Father Christmas), coordinate sessions, maintain high safety standards, and be the main point of contact for operational, guest experience, and staffing matters.
Team Leadership & Coordination
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Lead and motivate the grotto team, including Father Christmas performers and elf FOH staff, ensuring everyone delivers a magical and professional experience.
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Brief staff at the start of each shift on schedules, safety, and key messages.
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Manage rotas, breaks, and coverage, ensuring adequate staffing for all sessions.
Operational Oversight
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Oversee session timings and guest flow, ensuring groups are welcomed, seated, and depart smoothly.
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Coordinate with ticketing teams for updates on capacity, late arrivals, or cancellations.
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Ensure the grotto environment is maintained, props and gifts are replenished, and equipment is in good order.
Guest Experience & Issue Resolution
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Act as the first point of escalation for guest queries or complaints, resolving issues efficiently while maintaining a positive visitor experience.
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Support accessibility needs, special requests, and any last-minute changes with professionalism and sensitivity.
Health & Safety
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Ensure compliance with all site health and safety policies and emergency procedures.
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Monitor crowd flow, set conditions, and potential risks throughout the day, addressing hazards promptly.
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Record and report any incidents, near misses, or injuries accurately and in a timely manner.
Performance & Event Standards
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Ensure Father Christmas and all elves remain in character and deliver the highest standard of interaction with families.
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Maintain a consistent, festive atmosphere in line with event guidelines.
Person Specification
Essential
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Proven experience in team leadership or supervisory roles within events, hospitality, or visitor attractions.
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Strong organisational skills with the ability to multitask and stay calm under pressure.
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Excellent communication and interpersonal skills; confident dealing with the public.
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Practical understanding of health and safety in a live event environment.
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Availability for evening and weekend work throughout December.
Desirable
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Experience in seasonal, theatrical, or family-focused events.
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First Aid training or willingness to undertake training.
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Knowledge of crowd management and visitor flow in high-volume attractions.
Staff Benefits
- Free entry to shows at Underbelly venues (subject to availability)
- 25% discount at Underbelly bars
Equal Opportunities
Underbelly is committed to reducing its environmental impacts in its everyday operations. We are also committed to maintaining the open-access policy of Underbelly. We are an equal opportunity employer and welcome applications from all sectors of the community.
It is the policy of Underbelly to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, disability, sex, sexual orientation, race, religion or belief, gender reassignment, marriage or civil partnership, pregnancy or maternity, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable.
We expect employees to support these commitments and to assist in their realisation.