Guest Services Event Manager

Silverstone Circuits Limited; Silverstone; On-site; GBP 35,000 - 50,000; Full time

Job summary

An esteemed event venue in Silverstone is seeking a Guest Services Event Manager to manage guest experiences and deliver exceptional hospitality across all events. The role requires developing operational plans, overseeing client relationships, and ensuring that events meet high-quality standards. The ideal candidate will have extensive experience in event management and a passion for customer service. This position offers a full-time permanent contract. Background checks will be conducted prior to employment.

Benefits

Employee discounts

Training opportunities

Qualifications

• Minimum of 10 years’ experience working in the events industry.
• Experience in large event venues and green field event sites.
• Experience in 5* hospitality and catering environments.

Responsibilities

• Manage on-site race day hospitality for department-operated events.
• Oversee end-to-end guest services and ensure seamless delivery.
• Develop operational plans tailored to each event’s hospitality needs.

Skills

Customer service

Event management

Leadership

Organizational skills

Job description

Guest Services Event Manager

Application Deadline: 13 February 2026

Department: HospitalityEvent Delivery

Employment Type: Permanent - Full Time

Location: Silverstone

Description

To effectively manage and lead the strategic planning and compliance of all elements for the guest journey of hospitality guests for all department operated events, while supporting the operational team with on-site race day hospitality, in line with the company brief, policies, procedures, and within the agreed budget and profit margins.

To operate and be responsible for overseeing end-to-end guest services, managing stakeholder relationships, and ensuring seamless event guest journey delivery in alignment with brand standards and operational excellence.

To manage client relationships throughout the planning, organisation, and execution of event hospitality operations. To establish and implement governance frameworks for the operations department. To consistently uphold the company’s customer care objectives by demonstrating a proactive, team-oriented attitude, maintaining a courteous manner, and anticipating client and guest needs.

You will help grow and enhance the events through introducing new ideas and concepts and ensuring that they are represented at the right events with the right target audience. Silverstone is committed to safeguarding and promoting the welfare of children and adults at risk and expects all team members and volunteers to share this commitment. Background checks and DBS checks at the appropriate level will be obtained prior to employment commencing.

Key Responsibilities

Operational Product/Proposition Portfolio

• Develop and implement comprehensive operational plans tailored to each event’s unique hospitality needs.
• Lead the creation and delivery of pre-event briefings, tabletop training sessions, and contingency exercises to ensure team readiness.
• Prepare and maintain detailed Event Control Plans, including incident response, communication protocols, and escalation procedures.
• Collaborate with internal and external stakeholders to deliver effective transport and traffic flow strategies for all guest and staff movements.
• Ensure safe, efficient, and guest-focused parking, shuttle and transport operations.
• Design and implement soft opening plans and rehearsal events to ensure operational preparedness and staff competency.
• Conduct reviews and post event debriefs to refine future operations and guest journey improvements.
• Accurately recording and communicating hospitality event information to all stakeholders internally and externally through sustainable solutions, and to work in partnership with the sales and marketing departments to ensure where possible events are marketed to engage a wider audience.
• To continually review processes and procedures to improve efficiency across departments and the business.
• To liaise directly with internal and external suppliers and contractors to order products and services in a timely and professional manner whilst ensuring purchase orders are raised in accordance with financial procedures.
• Ensure all reports are updated accurately in a timely fashion to Ensure contractors only work onsite when they have completed the appropriate documentation and are aware of the correct area(s) to work.
• Ensure contractors work within guidelines as set down in the appropriate certificates and permits to work (including scanning and identifying underground services where relevant).
• Responsible for the setup and de rig of an event and ensure that the site and venue are returned back in the same state it was handed over and complies with company standards.
• Ensuring that all hospitality functions are operated and delivered to the agreed KPI’s and service standards.
• Compiling the relevant health and safety paperwork for each event and reviewing where necessary to ensure all detail is correctly covered

Third-Party Client Management & Account Handling

• Lead the planning and coordination for third-party client areas at BGP alongside the sales account management team.
• Validate sales contracts received from other departments for all third party client events and manage all requirements to ensure all contracts and delivery standards are agreed, exceeded and met following the point of sale through to, during and post events.
• Fully administer all aspects of third party clients bookings to include but not limited to; booking systems, post-sale documentation, fulfilments of event packs including ticketing, budgets and purchasing.
• To achieve maximum profit by maximising on sales and client alterations, ensuring profit margins are achieved.
• Lead the planning and coordination for third-party client areas across all events within the event calendar.
• Serve as the main point of contact and account manager for key partners and sponsors, ensuring their requirements are met to the highest standard

Guest Services & Concierge Planning

• Oversee the design and execution of best-in-class Guest Services strategies, ensuring a luxury experience from arrival to departure.
• Develop and manage concierge services tailored to VIP and high-net-worth clientele, including bespoke itineraries, requests, and on-site support.
• Oversee the hospitality dispatch team, ensuring efficient operation of parking and ticketing services, including supervision of systems and staffing.
• To be the first point of contact for customers and provide impeccable customer services support to ensure both the needs of the customer and Silverstone are met.
• To work through a concierge deployment plan, and recruit where needed the skill set required alongside our People and Culture team.
• To plan the operation of all guest arrival hubs based on site per event to ensure continuous customer service is delivered across all areas of the site.
• To assist in identifying and creating new commercial opportunities to broaden and build the business and maximise opportunities. Creatively look at ways of enhancing the events from both the customer and business perspective to improve revenues, customer experiences and reduce costs.
• To work alongside the hospitality customer service team, to support in improving processes and procedures, defining who is responsible for the different hospitality guest levels.

Cost/Budget Management

• Reporting of all event financials to the required internal stakeholders. Conduct post event reconciliation, review and ensure all feedback is acted upon to affect positive change with agreed action plans.
• To ensure all contractors adhere and are managed via the SCL service level agreements in place.
• To ensure all suppliers and contractors are manged and recruited through a cost-efficient rate card process.

Systems

• Act as the champion of all hospitality and event management systems, ensuring teams are trained, data is accurate, and systems support smooth event execution.
• To assist in identifying ways we can be more efficient and robust in our delivery through the use of systems currently in place or new ones available on the market.
• To develop and progress guest services system to improve the overall guest experience and collate data for future decision making.

Team Standards & Responsibilities

• Plan accordingly the individual areas of responsibilities and workflow for the operational areas that sit within this role.
• Create a positive, proactive culture and environment within the department
• Promote at all times the professional image of the company by ensuring high standards of both professionalism and personal presentation.
• To work as part of the team to develop others and to support workloads to ensure the commercial and operational success of the events.
• Support the wider business events team in the delivery of events as required
• Manage the hospitality light equipment audit and stock levels including temporary hire equipment for all short and long term requirements

Key Relationships

• Executive Leadership Team
• Director Leadership Team
• Hospitality Sales Team
• Ticketing Team
• Catering Team
• Public Events Team
• Corporate Events Team
• Hospitality Partners
• Partnerships Team
• Finance Department
• IT Department
• Venue Team

External suppliers.

Skills, Knowledge and Expertise

• Minimum of 10 years’ experience working in the events industry.
• Experience within large event venues and green field event sites.
• Experience within a 5* hospitality and catering environment.
• Experience delivering complex events within tight deadlines.
• Experience in account management desirable.
• Understanding of excellent operational governance.
• Commercially and operationally minded with a hands-on approach.
• Ability to take ownership and problem solve, is proactive and self-motivated.
• Works well as a team player and uses own initiative.
• First class ‘host’ skills and passionate about customer service
• Proven leadership ability in managing and developing teams
• Excellent eye for detail, with strong organisational, time management & interpersonal skills
• Personal Licence holder desirable
• IOSH qualified desirable
• First Aid Trained desirable
• Flexible approach in working hours – including weekends.
• Advanced computer literacy in Microsoft products
• Full clean UK driving licence
• Willing to go the extra mile to delight the customer
• Motivates and empowers others to reach business goals
• Is clear and articulate in oral and written communication
• Recognises and rewards contribution of others
• Demonstrates conviction in finding innovative approaches to solutions
• Accepts and meets stretching targets