A memory I will hold close to my heart during the festive season was at my time working at Hamleys Toy Store, Regents Street. I noticed a girl standing alone, she was holding her teddy bear and very unhappy. As Starzia the Elf, I approached her and as I introduced myself, she wrapped her arms around me in the tightest hug. At that moment, I realised that as seasonal performers, especially Christmas Elves and Santa Claus, we bear a far greater responsibility than we often acknowledge. Our roles extend beyond joy and festive cheer; we have influence to transform and inspire the hearts of the next generation. In our hands lies the power to bring joy, nurture curiosity, and gently guide children, shaping their experiences and memories during the most magical time of the year.
I’m Freedom and in this blog I’ll be sharing my personal experiences, insights, and a few behind-the-scenes stories from my time working as an elf at multiple types of Grottos.
What is Santa’s grotto?
Santa’s Grotto is a festive attraction set up during the holiday season, typically found in shopping centres, Christmas markets, farms, or community centres, where children can meet Santa Claus or Mrs Claus. The Grotto can alternate its design to create a magical atmosphere. Typical roles you’ll likely find includes Santa Claus, who listens to children’s Christmas wishes and poses for photos, and his elves, who assist by managing queues, distributing small gifts, and ensuring every child has a joyful and memorable visit.
Sounds easy right?… So you think
A day in the life of an Elf/ Manager
Every day, regardless of your location, starts with a thorough inspection and preparation of the Grotto to welcome the first guest. This includes setting up the camera, that any tech or photo equipment is operational, the booking system, restocking presents into the sacks if needed. Once the Grotto is ready, elves and Santa will begin dressing into their costumes.
By following these steps, the team ensures that the Grotto is fully prepared to deliver a magical and memorable experience for every visitor.
Each day is unique and can be a memorable experience, but you’ll notice common patterns when it comes to children. There are those who are excited to meet Santa, those who argue that Santa isn’t real, and those who want to share their Christmas wishes. These requests can range from simple desires like toys to wishes for peace and happiness for their family. Listening to these requests often reveals the children’s personalities and aspirations.
I remember meeting a girl last year who wanted a camera for Christmas because she was passionate about photography and dreamed of becoming a photographer. Another child asked for a notebook and pen because she wants to be a writer. These interactions not only make each day special but also give us a glimpse into the hopes and dreams that each child holds.
On the other hand, some children may feel overwhelmed or anxious about meeting Santa. In these instances, the elves play a crucial role by gently reassuring them and offering comfort and encouragement. In situations such as these I would share a story about my first encounter with Santa, or a small distraction by talking about their day or what their plans are leading up to Christmas.
Often, this approach turns tears into smiles. The elves’ compassion and patience not only help the children feel at ease but also create unforgettable moments of connection and happiness and a friendship the kids will never forget with an elf.
Magical Moments
The best days for me were Monday mornings in early November when kids are in school. I stood by the grotto, watching a line of newborns to toddlers, all dressed as little elves, reindeer, or baby Santas. These moments were my favourite. The youngest baby I’ve met visiting Santa was just 3 days old. Believe it or not parents do book Santa visits before their babies are born and sometimes have to reschedule if the baby is overdue. We also had the crying babies who would not stay still for photos but they were adorable.
The most magical part of Christmas for me is witnessing the families who make it a tradition to gather together every year for their annual photo with Santa. It’s heartwarming to see the same faces return, year after year, often watching children grow up before my own eyes. Hearing parents share how their child has been coming since they were just a baby, now standing at 11 years old, fills my heart with joy. It’s not just about the photo, but the memories these families are creating – capturing the spirit of Christmas and holding onto moments that will be cherished for a lifetime.
Another moment I enjoy is when groups of women, out for a day of shopping with friends, spot Santa’s Grotto and decide they just have to drop by. It’s usually spontaneous and full of fun as they relive a bit of childhood magic, taking a few photos and sharing a laugh. It’s always great to see how the holiday spirit catches people off guard, reminding them that Christmas isn’t just for kids – it’s for anyone who enjoys a little festive fun!
Behind-the-scenes
Being a Christmas Grotto Manager comes with many behind-the-scenes challenges and stressful surprises, and don’t worry I have plenty of stories to share!
Managing Large Families
No matter where you work, you’ll always deal with large families during Christmas, even in tiny Grottos. The biggest challenge is working with the company camera, where families can pay for their photos afterward. As an elf, you need to have confidence and the ability to politely take charge.
As a Grotto Manager, I’m very assertive and apply rules I believe are beneficial, learning from my past seasonal work experiences. In 2023, I laid out these ground rules; in the grotto, please limit families to two professional photos (unless it’s a baby), ask them to choose one combination for the camera, and remind them they can take unlimited photos on their phones to help speed up visits and avoid personalised photo requests.
Overall, to contend with situations such as this, it’s crucial to hire staff who cooperate with the management team. Last season, an employee took more than 2 photos per family, and once even proceeded to take 14 photos. I spent 30 minutes with a customer choosing multiple photos, causing a long line as she wanted the perfect photos of her children.
Customer Service Repetition
Working in customer service often means answering the same questions over and over, even when the answers are clearly displayed. For example, you might have a big sign saying “CARD ONLY,” yet customers will still ask, “Do you take cash?” The same goes for other common questions like, “Do you take walk-ins?” or “How much is it?” even though this information is posted everywhere.
Represented in this photo above is an extreme example of grabbing customer’s attention in which still doesn’t work
This repetition happens in all types of customer service jobs. Whether you’re a cashier or an elf in a holiday grotto, you’ll find that people often ignore signs and ask the same things repeatedly.
The real challenge in customer service is staying patient and friendly despite this constant repetition. Keeping a good attitude and helping each customer, even when they ask questions with obvious answers, is what makes a great customer service worker.
Working with Santa
Who doesn’t love working with the man himself, Santa Claus? …
Santa has a unique way of connecting with each child, making them feel special and heard. Whether it’s listening to their wishes or giving them a reassuring hug, these small gestures have a big impact. It’s heartwarming to see shy children open up and share their thoughts, or to watch as a child’s tears turn into smiles after a gentle word from Santa.
However it saddens me to say I’ve worked with quite a few Santas over the years, and believe it or not, some of them just don’t listen to their manager! Yes, even Santa has a boss. This issue cropped up two years in a row, creating quite a bit of chaos. The line would stretch endlessly, with parents and children growing increasingly impatient.
I repeatedly stress to the Santas the importance of keeping each visit to about 3-4 minutes, especially when the line is long. Maintaining a quicker pace is crucial to ensuring everyone gets their turn without excessive waiting.
Funny Moments
In addition to the challenges, we have some truly funny moments that, while stressful at the time, become laughable memories looking back.
A common issue in shopping centers is children wandering off or going missing. This is always a nerve-wracking experience, but it’s expected time to time. What you wouldn’t expect, however, is a group of teenagers blocking the accessible toilets with Santa trapped inside!
Reflecting on my time working in Santa’s Grotto, I’m filled with a deep sense of gratitude and joy. The experience of working alongside Santa Claus is a unique privilege that goes far beyond simply wearing an elf costume. It’s about being part of a cherished tradition and contributing to the magic of the holiday season.
From heartwarming encounters with children, like the girl with the teddy bear who needed a hug, to managing the chaotic atmosphere of a Grotto, every moment is filled with its own special kind of magic. The challenges we face, are all part of what makes this role so rewarding. Each day brings its own set of experiences, from spontaneous laughter captured in photos to the behind-the-scenes efforts that ensure everything runs smoothly.
Working with Santa and amazing colleagues is a blend of joy, responsibility, and occasional chaos, all of which is important in creating unforgettable memories for children and families. It’s a reminder of the impact we can have, not just through the festive cheer we provide, but also through the care and attention we bring to each interaction.
As the festive season draws nearer, it has always been a privilege to be part of the magic that makes the holidays memorable for so many, if you are wanting to audition for this festive season, I would highly recommend! My blog post “Become Santa’s Helper: The Audition Process Of A Christmas Elf” is available to read on my website.
Freedom Wilson 