Resort Representative - Lapland Famille

Job Introduction

Resort Representative - Torassieppi Eco Reindeer Resort, Lapland  ·  Winter Season 2026/27

Role at a Glance

About Lapland Famille

Lapland Famille is a premium family travel brand dedicated to creating unforgettable winter experiences in the magic of Finnish Lapland. Our carefully curated resort programmes combine the wonder of the Arctic landscape with warm, personalised service - ensuring every family feels supported, excited, and cared for from the moment they land.

Role Overview

We are looking for enthusiastic, warm, and highly organised individuals to join our team as Lapland Representatives for Christmas 2026. Based at the Torassieppi Eco Reindeer Resort, you will be the face of Lapland Famille, the first friendly face that the families see when they arrive and the reassuring presence that supports them throughout every moment of their magical winter stay.

From arrival to departure, you’ll provide support, answer questions, deliver welcome and coach speeches, organise large groups, check guests in for activities, and help create seamless, memorable experiences for all of our guests. You’ll also bring the festive spirit to life through songs, games, sing-alongs, and interactive entertainment, keeping both children and adults engaged with energy, enthusiasm, and plenty of Christmas sparkle!

This is a guest-facing, people-first role. You will work closely with a small team of 2-3 representatives to ensure seamless guest experiences across all touchpoints, from airport arrivals to daily activities and departures.

Key Responsibilities

Airport Transfers

• Meet and greet families at the airport on arrival, providing a warm welcome to Lapland
• Accompany guests on coach transfers between the airport and Torassieppi Eco Reindeer Resort - there will be two transfer days a week
• Manage departure logistics: briefing families on check-out times, transfer schedules, and airport procedures
• Escort guests on the return coach transfer and see them off at the airport

Daily Guest Support

• Host daily breakfast briefings to check in with families, answer questions, and outline the day's activities
• Join guests for dinner to review how their day went, discuss highlights, and prepare them for the following days activities
• Provide comprehensive information on resort activities, excursions, and the local area
• Be a visible, approachable primary point of contact for guests throughout their stay, proactively assisting with requests, resolving complaints and concerns, coordinating equipment needs, and ensuring a seamless, high-quality guest experience

Programme & Activities

• Support the delivery of daily resort activities, ensuring families are in the right place at the right time (taking our guests to and from their activities). You may even need to participate in activities where additional adults are required
• Assist with booking additional activities within resort
• Attend all Santa visits
• Liaise with activity providers and resort staff to ensure smooth programme operations
• Assist with any special requests or arrangements to enhance the guest experience

Administration & Communication

• Maintain accurate records of guest details, departure times, and any special requirements
• Provide support to all Lapland Famille guests, coordinating equipment requests, and delivering and setting up childcare equipment to ensure a smooth and enjoyable guest experience.  
• Communicate proactively with guests regarding itinerary updates, weather conditions, or schedule changes
• Be the main point of contact for Harriniva Staff on all aspects of Lapland Famille, and act as an intermediary between the Harriniva Team and the Lapland Famille guests
• Report any guest feedback or issues to the UK Head Office promptly

What We are Looking For

Essential

• You must have the right to work in the EU (EU Passport Holders, other nationalities with the right to work in Finland)
• Must hold a valid EU driving licence (to drive resort car and snowmobiles)
• Previous experience in a guest-facing, hospitality, or customer service role - ideally with experience in a supervisory position
• Friendly, warm, and professional manner with a genuine love of working with families and children
• Excellent communication and interpersonal skills
• Highly organised with strong attention to detail
• Calm, adaptable, and solutions-focused under pressure
• Reliable and punctual - early mornings, evenings, and flexibility are part of the role
• Comfortable working in cold weather and an outdoor, winter environment

Desirable

• Previous experience working in a ski resort, holiday rep, or similar seasonal role
• Experience working with families and young children
• Knowledge of Lapland or Finnish culture is a bonus
• Basic Finnish or other language skills advantageous, but not required

Package & Benefits

We want our team to feel as valued as our guests. The following package is offered to all seasonal representatives:

Practical Details

• The role is based exclusively at the Torassieppi Eco Reindeer Resort, Lapland and surrounding airport transfer routes - no remote working
• Working hours will vary and include early mornings, evenings, and some split shifts in line with flight schedules and guest activities
• You will be expected to be smart-casual in appearance, representing the Lapland Famille brand at all times
• A full pre-departure briefing and training will be provided before the start of season

Applications are reviewed on a rolling basis. Early applications are strongly encouraged as positions are limited.