Job Title: Operations & Events Manager
Reports to: Scott Stamper, Head of Operations & Leisure
Role Purpose
The Operations & Events Manager is responsible for the operational leadership of Castle Howard’s visitor
attraction and events programme. The role is accountable for delivering exceptional visitor experiences
across the estate, ensuring the safe, efficient, and commercially successful operation of all visitor-facing
activities. The postholder leads operational planning and delivery across the House, Visitor Attraction,
Arboretum, outdoor operations, security, caretaking, admissions, and public events programme.
Reporting to the Head of Operations and Leisure, and working closely with the Visitor Attraction Director
and wider leadership team, the Operations & Events Manager plays a key role in driving visitor satisfaction,
supporting growth, and contributing to commercial performance and conservation objectives.
The role is central to embedding and continuously improving Castle Howard’s Visitor Charter, ensuring
consistently high standards of presentation, service, and customer experience across all visitor touchpoints.
As a key operational leader, the postholder will support the ongoing development of the visitor offer,
champion operational excellence, and ensure that all activity is delivered in a way that protects, enhances,
and sustains Castle Howard’s heritage, reputation, and long-term success.
Key Responsibilities
Operational Leadership
• Provide day-to-day leadership for all visitor operations across Castle Howard.
• Lead operational delivery across the House, grounds, arboretum, visitor routes and associated
facilities.
• Ensure all operations run safely, efficiently and to the highest standards of presentation.
• Develop, review and implement operational processes, systems and procedures to support effective
delivery.
• Ensure operational readiness across peak trading periods, weekends, and major visitor events.
• Monitor operational performance and identify opportunities for continuous improvement across all
areas.
• Use visitor, operational and commercial data to inform decision-making, improve service and drive
efficiencies.
• Act as senior operational lead for incidents, escalations and emergency situations when required.
• Lead business continuity planning and contribute to operational resilience across the Visitor
Attraction.
Events & Filming
• Lead the planning, operational management and delivery of the events programme at Castle
Howard, the Castle Howard Arboretum and eco-tourism sites on the Wider Estates.
• Work collaboratively with internal teams and external partners to deliver high-quality events and
commercial activity across the estate.
•
Identify, develop and support new event opportunities that drive visitor growth, revenue generation and brand profile.
•
Evaluate event performance, visitor feedback and commercial outcomes to inform future planning and continuous improvement.
•
Oversee the operational delivery of commercial filming and location hire activity across the estate.
•
Ensure filming and photography projects are managed safely, professionally and in line with Castle Howard standards and guidelines.
•
Act as a key operational contact for filming activity, liaising with production teams, location managers and internal stakeholders.
•
Coordinate all operational aspects of events and filming, including:
o
Visitor flow and experience
o
Traffic and transport management
o
Staffing and stewarding
o
Supplier and contractor coordination
o
Health & safety and risk management
•
Ensure all events and filming activity align with operational, commercial, brand and conservation priorities.
•
Support the ongoing development of Castle Howard as a leading events and filming destination.
Visitor Experience
•
Lead the implementation and ongoing delivery of the Castle Howard Visitor Charter.
•
Champion outstanding customer service standards across all operational functions.
•
Ensure visitor journeys are welcoming, engaging, accessible and consistently of a high standard.
•
Work collaboratively with departments across the estate to continually enhance the visitor experience.
•
Ensure visitor feedback, satisfaction measures and customer insight are regularly reviewed and acted upon.
•
Establish, monitor and report on visitor experience KPIs and service standards across operational areas.
•
Lead initiatives that improve accessibility, inclusivity and engagement for a diverse visitor audience.
Team Management & Leadership
•
Lead, manage, motivate and develop operational teams across:
o
House Operations
o
Outdoor Operations (including Kelly Car and Dame Boat)
o
Security
o
Caretaking
o
Facilities
o
Admissions
o
Volunteer teams
•
Monitor staffing structures, rotas and operational costs to ensure efficiency and value
•
Support recruitment, induction, training and ongoing development across all operational teams.
•
Foster a collaborative, inclusive and high-performing culture aligned to Castle Howard’s values.
•
Promote accountability, engagement, clear communication and strong team performance.
•
Lead by example as a visible and supportive operational leader across the estate.
Volunteers
•
Support the engagement, development and retention of volunteers across the Visitor Attraction.
•
Identify further areas of expansion of volunteering, working closely with the Volunteer Development Manager and People Team.
•
Ensure volunteers are effectively integrated into daily operations and events.
•
Promote a positive, inclusive and rewarding volunteer experience.
•
Work collaboratively with relevant colleagues to ensure volunteers feel supported, informed and valued.
Duty Management
•
Manage the Castle Howard Duty Management rota, and lead by example on a regular basis acting as a Duty Manager and provide additional cover during peak periods including the Christmas season.
•
Oversee opening and closing procedures and ensure operational readiness each day.
•
Act as the primary escalation point for operational issues, visitor concerns, first aid and other incidents.
•
Lead emergency procedures and incident response in line with training and established protocols.
•
Provide visible, hands-on leadership across all operational areas while on duty.
Health, Safety & Compliance
•
Ensure full compliance with all relevant health & safety legislation, policies and procedures.
•
Lead on operational risk assessments and safe systems of work.
•
Oversee operations and event risk assessments, emergency planning and incident management processes.
•
Ensure effective implementation of security procedures and safeguarding measures.
•
Maintain compliance across all public-facing operational areas.
Stakeholder Relationships
•
Build strong and effective working relationships across Castle Howard departments.
•
Liaise with external contractors, suppliers, emergency services and local authorities as required.
•
Represent Castle Howard professionally in internal and external forums.
•
Support cross-department collaboration to ensure aligned delivery of operational and commercial objectives.
Person Specification
Essential Experience
•
Significant experience within a relevant sector (e.g. visitor attraction, heritage and culture, tourism, hospitality or events environment).
•
Proven operational management experience in a fast-paced, customer-facing setting.
•
Experience managing large-scale public events and complex operational delivery.
•
Experience leading and developing multi-disciplinary teams.
•
Experience managing and engaging volunteers.
•
Experience delivering high standards of visitor service and presentation.
•
Strong experience of health & safety management and operational compliance.
•
Experience managing staffing resources and operational budgets.
Essential Skills & Attributes
•
Strong operational planning and organisational skills.
•
Excellent leadership and people management capability.
•
Outstanding communication and stakeholder management skills.
•
Highly customer-focused with a commitment to exceptional visitor experience.
•
Calm, professional and solutions-focused under pressure.
•
Strong commercial awareness and decision-making capability.
•
Proactive, adaptable and hands-on approach.
•
Ability to lead operational teams during busy trading and event periods.
•
Confident using operational systems, data and reporting tools.
Desirable
•
Experience managing filming projects.
•
IOSH Managing Safely or equivalent Health & Safety qualification.
•
First Aid qualification.
Working Hours
This role requires flexibility in line with the operational and events calendar, including regular weekend, evening and bank holiday working, particularly during peak periods and the Christmas season.