Box Office & Guest Services Manager - Burghley Horse Trials

Location: Burghley House, Stamford, LincolnshireType of Contract: Full time, Permanent

Reporting to: Burghley Horse Trials Event Director 

Salary: £33k
 

Are you a highly organised, proactive individual with exceptional people skills and a passion for delivering an outstanding guest experience? We’re looking for a Box Office & Guest Services Manager to work in our Horse Trials team.

About the Role
 

You’ll be responsible for managing all aspects of our Box Office and Guest Services, including leading the Box Office team, overseeing ticket sales and guest communications, and coordinating with internal departments to ensure exceptional service delivery across the event.

This role combines hands-on operational coordination, system improvement, and team leadership. You’ll work closely with our ticketing provider and other internal teams (including Operations, Marketing, Commercial, Sponsorship, and Competition) to optimise the guest journey from ticket purchase to on-site experience.
 

Key Responsibilities

• Lead and manage the Box Office and Guest Services team, including recruitment, training, and supervision of seasonal staff and volunteers.
• Oversee all ticket sales and customer interactions via the website and our ticket platform, ensuring smooth integration and management.
• Customer support, handling telephone and email enquiries, complaints, and refund processing.
• Develop and manage elements of the family entertainment and hospitality experience, including the Family Zone, and other hosted events.
• Coordinate ticketing logistics, including membership packages, group allocations, including cross-checking ticket quantities across sponsors, partners, and other guest categories.
• Liaise with key teams (Operations, Competition, Marketing, Commercial) to deliver a consistent, high-quality experience for all guests and liaise with the Finance team to ensure sales reporting and reconciliations.
• Manage scheduling for Committee tents, receptions, and other hospitality areas.
• Drive process improvements, learning from past events to refine systems, streamline ticketing workflows, and improve guest satisfaction year-on-year.
• Be willing to support other team members with other tasks that arise as the team approaches the event.

About You

The successful candidate will need to be able to work calmly under pressure, thrive in a fast-paced environment during event season, and bring structure and efficiency during quieter planning periods.

Essential Skills and Experience

• Proven experience managing Box Office or customer service operations, ideally in an event or hospitality environment.
• Strong leadership and team supervision skills.
• Excellent communication and relationship-building abilities.
• Advanced IT and systems management skills, with an eye for process design and improvement.
• Highly organised with excellent attention to detail.
• Confident handling customer queries and complaints with professionalism and empathy.
• Comfortable multitasking and prioritising effectively in a high-pressure setting.

Additional Information
 

This is predominantly an office-based role, with some potential scope for hybrid working. It is essential that the role holder is able to work extended hours in the run up to, during and post Event, during which time annual leave will be restricted (mid-June – end October).

We particularly welcome applications from disabled and Black, Asian, and Minority Ethnic (BAME) candidates who are currently under-represented. We also welcome applicants from the LGBTQ+ community.

How to Apply
If you would like to apply, please send your CV and covering letter explaining your suitability for the role to recruitment@burghley.co.uk by 9am Friday 28 November 2025.