Behind-the-scenes at Santa’s Grotto – unusual gift requests, naughty list and main rule

Looking at my reflection in the mirror of the changing rooms, I’m covered head-to-toe in dark green velvet and orange fur. The tartan coat is decorated with a holly brooch and the bright orange tights are keeping me surprisingly warm. I’m backstage at Santa’s Grotto in Cribbs Causeway shopping centre and I’m about to step outside as Satsuma the elf.

Though not your typical red and pointy-eared elf – I’m feeling quite stylish for a North Pole worker. Creative director Hannah McGavin gave me the name and outfit when I arrived, and it’s very fitting for the Paddington Bear theme at Bristol’s Winter Wonderland. As I’m greeted by a fellow employee, Clementine the elf, Hannah tells me to wave and smile at every child and wish them a “Merry Christmas”.

At first, I feel like a fraud and I almost break a sweat worrying that they’ll see straight through me – I’ve had zero acting training after all.

But there is festive magic in the air and I snap into character as soon as a youngster walks past. Just seeing his little face light up makes me smile back.

Santa’s Grotto hasn’t been open for long but already lots of families are coming down to experience the interactive show and meet the big man himself.

“The magic of theatre and storytelling is what we do. I love weaving tales through sets, characters and costume,” Hannah, 43, tells me.

She worked as a performer and dancer before setting up Bakehouse Factory 11 years ago, and now runs an entertainment and events company with her husband.

Christmas is her favourite time of year, but when they aren’t organising Santa’s Grotto, her team are busy with summer campaigns, Easter events and town centre installations.

“Christmas begins in April and we do casting, rehearsals and auditions across the summer,” she tells me, talking me through the impressive set.

Today I’ll be working from 4pm to 8pm, with elves filing in half an hour early to get into costume and do their make-up and hair.

“You’re the perfect height for an elf,” Hannah chuckles, helping me paint bright pink blusher and extra large freckles on my cheeks.

As we stand in front of the grotto to welcome children in, she says: “The best part about being an elf is that you never know who you’re going to meet or what they’re going to ask.”

The tipi is decked out with Christmas trees, garlands, fairy lights and there are jars of marmalade and plush oranges left, right and centre.

“Today we need your help to deliver Paddington Bear’s marmalade to Santa,” Clementine tells two young girls, who couldn’t be more eager to get involved.

Every single elf is completely immersed in the character, though I find it quite hard to put on an excitable voice and play the part.

“Behind the scenes needs to be totally watertight so that the front can be as magical as possible,” Hannah says.

I’m worried that I’ll get asked upfront and straight-forward questions from kids, like whether Santa is real – but Hannah tells me: “Santa is real if you believe in him.

“There is a lot of magic to be made out there in the world, so Santa has to make sure he has lots of helpers – that’s what we tell them.

“You may have spotted him on a motorbike or wandering around the shopping centre, but you’ll never quite now which one of his helpers actually is him.”

We guide each family through the experience, from the gigantic jar of marmalade to the Christmas tree where they have to make a wish to light up the gift.

“Every family comes with different expectations and beliefs, and you need to be able to bring the magic alive in the way they need it,” Hannah explains.

As we reach the third tipi, Alba the owl is on display and we have to teach the children to fly so she will flap her wings.

The elves have a knack of making the grown-ups relax and the children get involved.

It’s special to watch and I feel as though I’m finally settling into the role, running around the room pretending to flap my arms.

“There was once a family that came with a suitcase full of matching outfits,” Hannah tells me.

“They had a quick costume change for photographs with Santa, then seconds later it was packed away and they were back in winter clothes.”

She explains that it’s all in the non-verbal communication with parents, to suss out whether children will receive the presents they’ve asked for.

“Eye contact will always tell you how to react and you can judge whether certain things are appropriate,” Hannah says.

As we approach Santa’s tipi, Hannah tells me the main rule of the grotto: “Never promise anything. It’s very hard to keep a promise and all we can do is always say that we can try.”

Santa has heard every single gift request under the sun, and while lots of kids will ask for technology and the latest phone, many want pets.

“A lot of children ask Santa for animals for Christmas. He was once asked for a frog,” Hannah says, smiling.

“Though he always says that it’s difficult to carry livestock on the sleigh as it gets really cold up there and they might fall off. Elf and safety doesn’t allow it.”

I spot a young boy head into visit Santa and then return with a certificate, plush orange teddy and huge smile on his face.

“Some of the things both children and adults share, particularly around Christmas time, is really heartwarming,” Hannah says.

“A lot of time I’m holding back tears of joy. You expect children to wish for a shiny new toy, but sometimes they take your breath away with requests to help their friends and family.”

At Cribbs Causeway, Santa doesn’t have a naughty or nice list – instead, he’s all about kindness.

“It’s a big order for a child to always behave because we all get things wrong every now and again,” Hannah says.

“We don’t have a naughty or nice list, we’re all about trying to be as kind as you can.”

At the end of Winter Wonderland, families collect their photographs and personalised baubles and head to the food trucks where churros and hot chocolates are aplenty.

The Christmas Village also has an ice-skating rink – though I’m relieved to know my elf duties don’t require skates.

We load brown sacks with orange teddies ready for the next day of visitors and I feel privileged to be a part of so many people’s Christmases.

Being an elf requires thinking on the spot and lots of energy, but I understand the love Hannah has for her job. “It really is the most special time of year,” she adds.