Cast Handbook 2014 b

CAST HANDBOOK

CHRISTMAS 2014

CONTENTS

1.  Key staff & roles 2.  Site details 3.  Arriving onsite and starting your shift 4.  Staff amenities and staff welfare 5.  Costumes 6.  Elf control 7.  Lost property & lost children 8.  Customer journey 9.  Tour times 10. The Foyer 11.  The Glade, Toy Factory & Mother Christmas’ Kitchen 12.  Elf Village 13.  Father Christmas 14.  How to be a good elf 15.  Staff incentives    

KEY STAFF & ROLES

NAME ROLE Mike Battle Managing Director Alison Battle Director Dan Wilson Event Director Martin Willaims Site Production Manager Maddie Harris Creative Production Manager Gina Hewitt Retail Manager David Wright Food & Beverage Manager Hannah Shafran Company Stage Manager Gemma Stansfield Front of House Manager Rhonda West HR Manager Nicko Brooke Ticketing & Accreditation Manager Jay Shah Finance Manager Matt Stone Health and Safety Officer Ria West Wardrobe Manager

SITE ADDRESS Whitmoor Forest, Swinley Road, Ascot, Berkshire, SL5 8BD

TRAINS If travelling by train, the nearest main station to LaplandUK is Ascot. LaplandUK has negotiated a set taxi transfer fee from Ascot station to LaplandUK with Ascot Cars. Cast members who require this transfer will be reimbursed the agreed £6 fare upon receipt of proof- NO RECEIPT= NO REIMBURSEMENT Cast members are expected to taxi share. Cast members must NEVER share taxis with the public. Taxi transfers reimbursement is only available to and from Ascot station and subject to availability. Please note all taxi reimbursement is subject to line Manager’s approval. To book a return taxi call Ascot Cars on 01344 297297

PARKING There is limited staff parking onsite. We promote the sharing of cars so please liaise with fellow cast members, particularly those working the same shift pattern Please remember to bring a torch if your shift finishes after dark Cars are parked at the risk of the owner and are not the responsibility of LUK Events  ENTERING AND EXITING LAPLANDUK Silence must be strictly observed when entering, exiting and moving around backstage. This is to avoid interrupting a fellow cast member’s performance and depreciating the experience of the children visiting. Please note there are designated areas where low level talking is permitted.

LaplandUK

STARTING YOUR SHIFT On arrival please sign in with Rhonda at the desk in the reception area. Signing in is linked to payroll so if you fail to sign in you won’t get paid! Please arrive 15 minutes before your shift begins to allow time to sign in and change into your costume and report to your manager in the area you are working that day.

VALUABLES There are no lockers onsite so please bring as few valuables as possible. Small items such as mobiles can be left with Ria in the wardrobe department at owner risk. No cash must be carried on your person whilst you are working – only in the backstage area. Security checks and bag searches take place after each shift by our security team

ROTA & PAYMENTS Please check your shifts on www.shiftplanning.com You cannot swap shifts without approval from Rhonda - HR manager. There are 2 payment dates: 12th December & 7th January which include rolled up holiday pay. Wages will be paid directly into your bank account. Please make sure you enter all your details accurately on Survey Monkey so we have correct bank details: Incorrect details = no pay! https://www.surveymonkey.com/s/7GN7CTQ Please remember to note your staff ID number – this should be referenced on your invoice if you are self employed

BREAKS & STAFF WELFARE Your line manager head will manage your breaks. All cast members receive 1hour (2 x 30mins) unpaid breaks per shift. There is a subsidised staff canteen where you can buy cooked food onsite. You can bring your own food but fridge space is subject to availability. Cast members are not allowed to buy food, drinks or retail items from any of the public outlets. Specific ‘cast shopping times’ will be organised by your manager. Cast members are not allowed to go ice skating unless authorised. Friends or family are not permitted to view the backstage or performance areas. Staff WCs are situated in the backstage area. No cast members can use the public toilets on site for any reason.

IMPORTANT If you are sick or running late you must let Rhonda know as soon as possible. Please call the HR landline on 02034 634710  

COSTUMES •  Every member of staff wears a costume

whilst working at LaplandUK. •  Costumes will be fitted during training

week. •  Remember it will be winter so please

wear thermal underwear – you cannot wear a coat over your costume.

•  Costumes are valuable and must be returned to Wardrobe at the end of each day

•  In certain circumstances you may be charged for repair or replacements so please take good care of your costume.

•  Smoking is NEVER permitted while wearing a costume

WARNING! MOBILE PHONES Mobile phones are strictly prohibited on site for any staff members except in the backstage areas. Mobile phones do not exist in LaplandUK!

SOCIAL MEDIA Posting photos of LaplandUK on social media is strictly prohibited. This is to ensure the magic stays alive and backstage imagery is not exposed to the outside world. Father Christmas adopts a zero tolerance policy on these issues .Failure to comply will result in dismissal.

REMEMBER •  No beards allowed, with the exception of the

Herders •  No visible jewellery & piercings •  All tattoos should be covered up. •  No watches (except Guides / FOH

Supervisors) •  No nail polish or excessive make up. •  Ladies must wear their hair in neat plaits if

playing an elf role. •  No chewing gum

We provide clear ponchos when it rains

RADIO USAGE Key members of staff are provided with a radio to communicate to other staff during the event. Radios must be signed in & out from the production office and must be returned to charge up at the end of each day.

WE ADOPT A ZERO TOLERANCE POLICY ON THE IMPROPER USE OF RADIOS

LOST PROPERTY Any lost property should be taken to the Elf Bank in the Village Square and is stored in the production office each night. Customers should email [email protected] to arrange to be reunited with their lost items.

LOST CHILDREN On the rare occasion when children become separated from their parents, please radio Elf Control. Lost children should be taken to the Post Office where the Village Supervisor will manage the situation.

CHANNEL ROLE

1 ELF CONTROL 2 SITE 3 RETAIL / FOOD & BEVERAGE 4 FOH / CUSTOMER SERVICES 5 SECURITY / CAR PARKING 6 SHOW - ACT 1 7 SHOW - ACT 2

CUSTOMER JOURNEY FOR A 09:00 TOUR

START TIME END TIME ACTIVITY WHERE

08:30 09:00

Families check in with check in elves.

Foyer

Husky or Reindeer stickers given to each family Returning children receive an Eeko elf each Children celebrating their birthday receive a badge Pre-paid Jingles collected from the Elf Bank Woodland Café is open for refreshments

08:55 09:00 Tour Control Elves call families to start their Tour and hand each child their elf passport Foyer

09:00 09:30

Families meet Albin and Eeko who teach them the Magical Pass Rhyme into LaplandUK Glade Families meet their tour guide (Herder)

09:30 10:00

Groups enter the Toy Factories

Toy Factory

Here they meet Toy Factory Elves (Headcorn, Conker & Wish) who show children how to make a Xylophone and soft toy Rudolph Children receive a sticker and stamp in their passport.

10:00 10:30

Groups enter Mother Christmas' Kitchen and help decorate gingerbread with her elves (Treacle, Cinnamon, Dough) Mother Christmas then tells them a story

Mother Christmas'

Kitchen

10:30

Elf Village Square free

time Suggest 90

minutes

Families enter the Elf Village - Herders leave them here. Here families can explore this area in their own time.

Elf Village

Activities to enjoy include free ice skating Changing UK currency into Jingles in the Elf Bank. Writing letters in the Post Office & personalised sack printing Pixie Mixie - Elf Sweet Shop Elf Smith – Forge where Father Christmas has keys cut for families with no chimneys, reindeer shoes and elf bells Eat in the restaurant (can sit inside) or enjoy a snack from the Village Café. Husky Dog walkers for children to stroke

START TIME END TIME ACTIVITY WHERE

12:00 12:30

Families make their way up through the forest to Father Christmas’ Lobby.

Forest & Father

Christmas Lobby

Here the Flow Control elves manage customer flow. FC Lobby elves check in each family as they arrive Family cards are printed and Magic elves take each family to see Father Christmas in turn

12:30 12:40 Father

Christmas' Log Cabin

Magical personalised visit with Father Christmas. The Magic Elf takes a photo of the family with Father Chrsitmas

Toy Husky Dogs are given out to each child, also rattles to each baby under 12 months.

If the family have pre-booked the book ‘The night before Christmas' this is is given by FC plus the collectible bauble on Premium visit dates

12.40 13:00

See Father Christmas' reindeer and sleigh

Departure Lounge

Enter Departure Lounge Here you can purchase your photo taken with Father Christmas from Pictureworks

Buy clothes for your Husky in Husky Heaven

Purchase a coffee for the journey home

TOUR TIMES DATE DAY FIRST TOUR STARTS

LAST TOUR STARTS SITE CLOSES

29.11.14 SAT 09:00 18:00 22:00 30.11.14 SUN 09:00 17:00 21:00 01.12.14 MON 10:00 17:00 21:00 02.12.14 TUES CLOSED CLOSED CLOSED 03.12.14 WEDS 10:00 19:00 23:00 04.12.14 THURS 10:00 17:00 21:00 05.12.14 FRI 10:00 17:00 21:00 06.12.14 SAT 09:00 18:00 22:00 07.12.14 SUN 09:00 17:00 21:00 08.12.14 MON 10:00 17:00 21:00 09.12.14 TUES CLOSED CLOSED CLOSED 10.12.14 WEDS 10:00 17:00 21:00 11.12.14 THURS 10:00 17:00 21:00 12.12.14 FRI 10:00 17:00 21:00 13.12.14 SAT 09:00 18:00 22:00 14.12.14 SUN 09:00 17:00 21:00 15.12.14 MON 10:00 17:00 21:00 16.12.14 TUES CLOSED CLOSED CLOSED 17.12.14 WEDS 10:00 17:00 21:00 18.12.14 THURS 10:00 17:00 21:00 19.12.14 FRI 10:00 17:00 21:00 20.12.14 SAT 09:00 18:00 22:00 21.12.14 SUN 09:00 18:00 22:00 22.12.14 MON 09:00 18:00 22:00 23.12.14 TUES 09:00 18:00 22:00 24.12.14 WEDS 09:00 16:00 20:00

SUPERSTAR DAY 3rd December. 45 minute tours allowing more time for children who require extra assistance.    

RAYS OF SUNSHINE Charity partner for 2014 Charity which grants wishes to children with life limiting illnesses. LaplandUK is hosting a fundraising evening on 3rd December for invited guests and VIPs      

FOYER •  The foyer acts as a transport hub from the woodlands to LaplandUK. •  Performing Elves help entertain the families whilst they are waiting for their tour to depart •  There is a Woodland café serving hot drinks and snacks and a seating area for families who are waiting to be called on

their tours.

CHECK IN •  Families arrive at the Check In desk •  Check In elves check their tickets •  Families are divided into Husky or Reindeer groups •  Repeat visitors receive Eeko Elf toys for their

children •  Birthday badges are given out if required

LATECOMERS The Foyer supervisor is to be notified of all families arriving late.

ELF BANK •  There are 2 Elf Banks in LaplandUK : •  1 in the Foyer •  1 in the Elf Village •  Pre purchased Jingles can be collected or

purchased (cash/cards) by visitors at either bank.

Currency rate; 1 Jingle = £1 UK currency (cash/cards)

WOODLAND CAFÉ •  Opportunity to buy hot drinks and snacks whilst

waiting for tour to depart.

GLADE Enchanted Forest elves Albin & Eeko welcome the children and teach them the Magical Pass Rhyme to LaplandUK.

TOY FACTORY Headcorn, Father Christmas’ chief toy maker runs the workshop alongside Conker & Wish. Each child sits at a work station to make a soft toy reindeer & assemble a Xylophone

MOTHER CHRISTMAS’ KITCHEN Mother Christmas leads this session Children decorate a gingerbread man with icing sugar and sweets. MCK elves Treacle, Cinnamon, Dough help the children and reset the room in between tours. Mother Christmas reads a story to the children. There are gluten free gingerbread biscuits available

THE ELF VILLAGE

HUSKIES 2 herders walk their family of huskies around the elf village Children can stroke the dogs. There are no husky rides!

ICE RINK The ice rink is included in the ticket price. Shoes are exchanged for ice skates at the ice skate hut. Ice skating elves assist families using the ice rink. There are penguin supports for young children allocated on a first come first serve basis. Wheelchair users can use the ice rink at their own risk

VILLAGE CAFÉ Café near the ice rink serving hot drinks and lighter bites. Jingles and credit card accepted

RESTAURANT The Log Cabin restaurant sells seasonal hot and cold food and drinks. Microwaves are available for parents to heat up baby food.

UK currency (cash and cards) can be exchanged into Elf

currency, Jingles. Exchange rate £1 = 1 Jingle Jingles can be exchanged

back into UK currency in the Departure Lounge on exiting

LaplandUK  

Real working post office Children write letters to

Father Christmas or send postcards home

Personalised sacks available to purchase.

Jingles and credit card only

PIXIE MIXIE Elf sweet shop

Jingles only accepted  

ELF SMITH Real forge where elves ‘make’

Magical keys for Father Christmas to enter homes without a chimney

Reindeer shoes Golden elf bells for when elves pass elf

training Elf currency, Jingles

Jingles only accepted

Nordic gift shop stocking a wide variety of LaplandUK

merchandise and toys. Jingles and credit cards

accepted

ROUTE TO FATHER CHRISTMAS’ LOBBY Families make their way to meet Father Christmas by following the forest path from the Elf Village Herders manage customer flow.

FATHER CHRISTMAS LOBBY Families check in with the FC lobby elves and confirm details provided about children when booking are still accurate. Magic Elves collect families and take them to meet Father Christmas

FATHER CHRISTMAS Each visit with Father Christmas is personalised to reference child details provided at the time of booking. Each child receives a Husky toy and babies under 12 months receive an elf rattle. Pre-ordered ‘Night before Christmas’ books are presented by FC and collectible baubles are provided on Premium visit dates Photos are available for purchase in the Departure lounge  

REINDEER The reindeer pen houses 6 reindeer. They are behind fences for Health and Safety reasons. Rudolph and Dancer are our ‘mascots’ who walk around the Elf Village meeting children. It’s important everyone knows all the names of Father Christmas’ reindeer: "Now, Dasher! Now, Dancer! Now, Prancer, and Vixen! "On, Comet! On, Cupid! On, Donner and Blitzen!

and of course Rudolph  

HUSKY HEAVEN Shop selling accessories and outfits for the Husky dogs received from Father Christmas.  

DEPARTURE LOUNGE

PHOTOS WITH FATHER CHRISTMAS Photos taken with Father Christmas in his log cabin can be viewed and purchased

There is a Visitor’s book for customers to sign as customers leave.

DEPARTURE CAFÉ Opportunity to buy refreshments before homeward journey

HOW TO BE A GOOD ELF  

ü  Once in costume you are an elf living at LaplandUK so reference nothing from the outside world

ü  Stay within the narrative: ü  elf wave/skipping, go for it and have fun! ü  Be excited for the children ü  Use tone, pitch and rhythm in your voice to

create excitement ü  Children love a whisper ü  Engage with the parents and the children. ü  Respect and treat the children as your equal. ü  You get out of it what you put into it – be

positive and excited for them. ü  Learn the elf wave and ‘Busy Elves’ ü  Learn Father Christmas’s Reindeer names ü  Treat all guests the same (even is famous)

and do not break character – all children are VIPs at LaplandUK

ü  It’s best to avoid contact with customers you know – this could spoil the magic for the children in the party!

REMEMBER YOU WORK FOR FATHER CHRISTMAS!  

INTERACTING WITH THE SMALL FOLK & BIG FOLK Elves can only answer questions about their world of LaplandUK-they know nothing of the outside world All other questions must be directed to Herders (humans) or FOH Supervisors – all of whom will be wearing herder costumes For Example: ü  Where are the Toilets? Elves can answer ü  How do I book a taxi to the station? Herders answer

CUSTOMER COMPLAINTS FOH supervisors should try to deal with any issues by removing the adult from the children and discussing in private Wooden tokens may be offered for complimentary drinks If unresolved, the customer is given a contact address to send a written complaint within 7 days

15% STAFF DISCOUNT IN THE SHOP!

Cast members receive a 15% discount at the shop which will be open to all staff one morning (to be advised) after the first pay date.

CAST AWARDS! We will be running a weekly award scheme for ‘best cast member’ in each department: Performers / FOH / Retail / Catering / Production Each winner is selected by their Head of Department & will receive 20 Jingles.  

ALBIN & ELVA Albin & Elva are the voice of LaplandUK on social media. Albin is represented at the event in the Glade and Elva in the post office