Meet the Team | Chloe Gilder
Getting to Know Chloe Gilder, Group Ticketing Manager at The Guildhall Trust
Behind every successful event is a dedicated team working hard to deliver an exceptional experience for customers, delegates and organisers alike. In this edition, we’re introducing Chloe Gilder, Group Ticketing Manager at The Guildhall Trust.
Based at Portsmouth Guildhall, Chloe oversees ticketing operations across both Portsmouth Guildhall and Hastings White Rock, playing a vital role in customer experience, event delivery and box office management. From coordinating major on-sales and supporting event-day operations to implementing new ticketing systems, Chloe’s work helps ensure thousands of visitors enjoy a seamless experience every year.
We caught up with Chloe to learn more about her role, the evolving ticketing industry, and what she enjoys most about working in the world of live events and entertainment.
Q: What is your role within Portsmouth Guildhall, and what does a typical day look like for you?
A: I am the Group Ticketing Manager for The Guildhall Trust and oversee the back-office side of the box offices at both Portsmouth Guildhall and Hastings White Rock. I am Portsmouth-based and happy to say there isn’t really a typical day for me! It varies on the events taking place, but it usually includes coordinating with colleagues, responding to promoter enquiries, and managing on-sale schedules! On show days, my focus is very much shifted to that event. The environment becomes even more fast-paced and hands-on than it is usually. No two days are the same but he one thing you can count on is that my day will always begin with a coffee!
Q: How does the Box Office team contribute to the overall experience for conference, event and live entertainment guests at Portsmouth Guildhall?
A: We play a key role in creating a positive experience for delegates and customers alike. We are often the first point of contact for customers, helping with ticket bookings, answering enquiries, and providing important information about events and venue facilities. On event days, we help maintain an organised and enjoyable customer experience by supporting ingress, assisting attendees, and working closely with other departments to ensure events run successfully.
Q: What do you enjoy most about working within the events and entertainment industry?
A: I really enjoy teamwork involved in the industry. My colleagues and I are all passionate about delivering shows and events to the highest standard. Seeing all the planning and hard work come together on the day of an event and knowing that guests have had a positive experience is one of the most rewarding parts of the job.
Q: What skills do you think are most important for working in ticketing and customer experience?
A: I think the most important skill is customer service as a big part of the role includes directly handling enquiries, resolving issues, or supporting guests with additional requirements. Patience and the ability to remain calm under pressure are particularly important in the fast-paced environment.
Q: How has the ticketing industry evolved since you started your career, and what changes have had the biggest impact?
A: Since I started working in ticketing, the industry has become much more digital and customer-focused, with technology now allowing customers to book, access, and manage their tickets all from their phones at a time that suits them. This is much more convenient for the customers, but I think there is an expectation of much quicker response and support from our internal team.
Q: What has been one of your proudest achievements or highlights while working at Portsmouth Guildhall?
A: One of my proudest moments while working at Portsmouth Guildhall was my involvement in the transition from our previous ticketing platform to our current system, Eventim InHouse. This was a significant project that required careful coordination, attention to detail, and strong teamwork across departments to ensure a smooth migration with minimal disruption to customers. There were definitely some late nights involved! Following this, when we took on the management of Hastings White Rock, we had to go through the process again! I also really enjoyed building and operating a remote Box Office for some of our outdoor events in Guildhall Square.
Q: What are some of the biggest challenges involved in managing ticketing operations for large-scale events?
A: In more recent times, we have been noticing some challenges related to the economic crisis, as audiences are often more selective with discretionary spending. However, this gives us an opportunity to explore flexible pricing strategies, targeted promotions, and dynamic ticketing approaches.
Q: What advice would you give to someone looking to start a career in events, customer service or ticketing?
A: My main advice to someone looking to start a career in events, customer service, or ticketing would be to be adaptable and proactive. It’s a fast-paced industry where no two days are the same. Change is inevitable so being able to stay calm under pressure and respond positively is important.
Q: If you could attend any concert, show or sporting event in the world — past or present — what would it be and why?
A: I’m a huge Cricket and Formula 1 fan, so there are some bucket list destinations related to both sports.
Q: Outside of work, what’s something people might be surprised to learn about you?
A: I have volunteered as a Leader for Girlguiding UK for about 15 years now.