Visitor and Commercial Services Manager
Historic Royal Palaces
Information for Applicants
March 2014
CONTENTS
Section
Heading
Page
1
Foreword from HRP Chief Executive
2
2
Historic Royal Palaces
4
3
Visitor and Commercial Services Manager –
Job Description and Person Specification
6
4
Selection Process
11
5
Conditions of Service
13
1
Section 1 Foreword from HRP Chief Executive
Dear Applicant,
Thank you for your interest in the post of Visitor and Commercial Services Manager.
This is truly a unique opportunity to join a high calibre and highly professional team
to transform Hillsborough Castle into a ‘must see’ destination in Northern Ireland as
part of the Historic Royal Palaces’ portfolio.
The Secretary of State for Northern Ireland, Rt Hon Theresa Villiers MP, recently
announced that plans were under way to pass the operation of Hillsborough Castle
to Historic Royal Palaces (HRP). Our contract will commence on 1 st April 2014. As
Ms Villiers said, HRP’s experience and track record will enable us to significantly
increase public access, and radically improve the visitor experience. In addition,
Hillsborough Castle currently receives significant support from the tax payer and
under our guardianship the financial model will also be transformed – leading to a
significant reduction in this public funding support. We will maintain Hillsborough
Castle as a Royal Residence and a base for the Secretary of State and, in time,
deliver programmes to meet our learning ambitions.
Historic Royal Palaces’ Cause is to help everyone explore the story of how
monarchs and people have shaped society, in some of the greatest palaces ever
built. This is a special organisation. We currently look after five great national
cultural assets and deliver our twin charitable aims of conservation and education
with no public funding. We have a track record of self-reliance, innovation, and
exceptional standards in everything we do. While employing over 700 staff spread
across several sites, our culture of ‘one team, one HRP’ nevertheless gives our
organisation a ‘family’ feeling. Hillsborough Castle fits perfectly into our existing
portfolio and our Cause.
This is a really exciting time to join us. You will be coming in right at the start of our
journey to transform Hillsborough Castle. The Visitor and Commercial Services
Manager is vital in our development of Hillsborough Castle to a ‘must see’
destination for visitors and ‘must use’ event venue. You will also lead on maximising
and managing the commercial potential of Hillsborough Castle.
To achieve this you will have a proven track record in managing or leading people
with an inclusive, empowering style. A strong record in achieving commercial targets
and a passion to deliver excellent customer service is also key. You will also need to
be focussed on finding ways to continuously review and improve performance. You
will also need to have an appropriate personal style and an in-depth understanding
of Northern Ireland culture to build effective relationships and partnerships with
stakeholders and people from across the Northern Ireland community.
Overall, you will need to be a true team player, understanding and comfortable
working in a ‘can do’ organisation. If you believe you have the personal commitment
and professional qualities to support the transformation of Hillsborough Castle for
HRP, we would be very interested in hearing from you.
2
Yours faithfully
Chief Executive, Historic Royal Palaces
3
Section 2 Historic Royal Palaces
Historic Royal Palaces was established in 1998 as a Royal Charter Body with
charitable status and has a contract with the Department of Culture, Media and Sport
to manage the palaces. We are currently responsible for the care, conservation and
presentation to the public of the Tower of London, Hampton Court Palace, the
Banqueting House, Kensington Palace and Kew Palace.
These palaces are owned by Her Majesty the Queen on behalf of the nation.
However, Historic Royal Palaces is an independent charity and receive no funding
from the government or the Crown; we raise all our own funds and depend on the
support of our visitors, members, donors, sponsors and volunteers.
The Organisation is governed by a Board of Trustees, all of whom are nonexecutive. There is also an Executive Board, comprising the Chief Executive and
seven directors, responsible for the day to day management and strategic
development of the Organisation.
The overall aim and purpose of Historic Royal Palaces is expressed in our Cause –
To help everyone explore the story of how monarchs and people have shaped
society, in some of the greatest palaces ever built.
Our work is guided by four principles:
Guardianship
We exist for tomorrow, not just for yesterday. Our job is to give these palaces a
future as valuable as their past. We know how precious they and their contents are,
and we aim to conserve them to the standard they deserve: the best.
Discovery
We explain the bigger picture, and then encourage people to make their own
discoveries; in particular, to find links with their own lives and with the world today.
Showmanship
We do everything with panache. Palaces have always been places of spectacle,
beauty, majesty and pageantry, and we are proud to continue that tradition.
Independence
We have a unique task, and our own point of view. We challenge ourselves to find
new ways to do our work. We are an independent charity, not funded by the
government or the Crown, and we are keen to welcome everyone who can support
our cause.
4
Each of the palaces we look after is an extraordinary place. Each is symbolic of
Britain and all have world significance. Once they were only for the privileged: now
everyone can visit. They’re not just places, but palaces; buildings where monarchs
and their courts lived, and where history was made. These palaces witnessed many
of the defining moments of our nation’s story. We give these palaces continuing life,
we welcome people, we stage events, and we entertain. We therefore have a
responsibility not just for the buildings, but also for the story that lives in them.
Hillsborough Castle
Hillsborough Castle is a late eighteenth century Georgian mansion house set within
96 acres of ornamental grounds. It was the principle seat in Ireland of the Marquess
of Downshire for over 200 years and passed into public ownership in the 1920s. It is
the official residence of the Royal Family when they are in Northern Ireland, and has
also been used as the residence for the Secretary of State since the 1970s.
Since 1972, the Northern Ireland Office has been responsible for the day to day
running of Hillsborough Castle. Hillsborough has a unique place in the history of
Northern Ireland, and in recent years, the Northern Ireland Office have been looking
at ways to ensure that the full potential of Hillsborough Castle is realised for the
benefit of the whole community. They want to increase public access and improve
the visitor experience, whilst continuing to provide a royal residence and a base for
the Secretary of State. Critically, they want to achieve this with a significant reduction
in the cost to the tax payer.
The Northern Ireland Office therefore approached Historic Royal Palaces - realising
that our unique track record and experience in this area would enable their
aspirations to be achieved. Therefore, after a period of ‘due-diligence’ an agreement
has been reached to pass the operation of Hillsborough Castle to Historic Royal
Palaces with effect from 1st April 2014.
Hillsborough Castle fits perfectly with Historic Royal Palaces’ Cause and Principles –
as described above. Plans are already in place to transform Hillsborough Castle – to
conserve, and tell the stories of this unique heritage site for universal public
engagement, while maintaining its role as a royal residence and base for the
Secretary of State.
5
Section 3 Job Description and Person Specification
Job Title:
Visitor and Commercial Services Manager
Location:
Hillsborough Castle (HC)
Responsible To:
Head of Hillsborough Castle
Responsible For:
Direct Reports:
Indirect Reports:
Commercial Events Executive, Front of House
Team Leaders, Retail and Ticketing
Blue Badge Guides
Volunteers
Key Budgetary Responsibilities: Over the 5 year transition period, develop visitor
and F&E income to reach targets of £1.75m and
£0.275m respectively in FY 19/20. Assist the Retail
Director in achieving the target of £0.370m over
the same period.
Purpose of the role:
To manage the transformation and operation of the visitor experience, to support
Hillsborough Castle’s ambition in becoming a ‘must see’ destination in Northern
Ireland.
To maximise and manage the commercial potential of Hillsborough Castle.
Key Areas of Responsibility:
Visitor Experience
1. Develop and deliver a stimulating, enjoyable and memorable experience for
visitors at Hillsborough Castle by providing an efficient, effective and welcoming
visitor experience.
2. Train and lead the front of house team to deliver a great visitor experience, telling
the story of Hillsborough Castle, its history and significance, with showmanship,
authenticity and enthusiasm.
3. Ensure all web communication is up-to-date, clear and adds value to the visitor
experience.
4. Install and maintain all wayfinding signage, and ensure that it and other
operational or interpretation signage conforms to the HRP signage strategy.
6
5. Maximise revenue from day visitors, and recommend pricing policy. Oversee the
operation of the ticketing system.
6. Lead on marketing Hillsborough Castle to all audiences, in consultation with the
HRP C&D Marketing Department.
Functions and Events
7. Develop a great client offer, enabling Hillsborough Castle to become one of the
‘must use’ event venues in Ireland.
8. Develop excellent relationships with clients to gain repeat business: actively seek
out new clients.
9. Establish and maintain excellent relationships with suppliers, keeping in mind that
this has significant impact in achieving HRP’s aims within the local community.
10. Meet AOP targets for F&E income.
11. Develop and foster a network of contacts in the events business and attend
relevant external events.
12. Research, develop and implement new initiatives to maximise income and
contribution.
Retail
13. Implement HRP retail strategies and operating plans to maximise sales and
profitability through delighting the visitors.
14. Lead the onsite Retail team on a day to day basis and support them in achieving
the Retail AOP targets.
15. Train and develop a professional retail team who are knowledgeable and
motivated to engage with visitors and maximise revenue through excellent
customer service.
16. Maximise guide book sales within retail and admissions through achieving target
conversion rates.
17. Create and maintain inviting, enjoyable and commercial shop environments.
18. Maintain high standards of presentation and a safe environment for staff and
visitors, ensuring all required health and safety checks are completed including
regular risk assessments.
19. Regularly communicate with the buying team on product, sales, stock,
promotions etc.
7
20. Ensure retail cash handling and stock control is accurate, secure and well
managed.
21. Work with the Retail Systems Manager to ensure the EPOS system is
operational, accurate and effective. Fully investigate any major sales, stock or
cash discrepancies.
22. In your line management capacity, report on the Retail staff to the Head of Retail
Operations (TBC).
General
23. Contribute to the development of the Hillsborough Castle Annual Operating Plan,
and manage delegated budgets effectively, ensuring value for money at all times
Input details into the HC Diary and work with the Operations Manager to ensure
co-ordinated programming.
24. Maintain contingency plans to close HC in the event of a short notice requirement
by the NIO, ensuring such closure is done in as considerate manner as possible
and with the minimum impact on our customers.
25. Create and sustain a high performing team environment, ensuring an appropriate
organisational structure and staff/volunteer numbers, who are able and motivated
to deliver HC’s strategic/operating plans.
26. Participate in project teams as required to support the development and
implementation of any projects which impact upon the visitor experience.
27. Maximise the use of volunteers in the visitor experience, ensuring they are
effectively inducted, integrated and managed to support delivery of the visitor
experience.
28. Contribute to the development of the Hillsborough Castle Annual Operating Plan,
and manage delegated budgets effectively, ensuring value for money at all times.
Core Qualities and Behaviours (HRP’s Performance Framework):
In addition to your main areas of responsibility, we have identified the core qualities
and behaviours that are required from all our people for successful delivery of our
Cause and Strategy. These qualities/behaviours are summarized below. Further
details can be found in HRP’s Performance Framework. Your role is primarily at
level 3 of the Performance Framework.

Ensure every customer (internal and external) feels delighted with their contact
with HRP and the quality of the personal service/experience they receive.
(Delighting the Customer)
8

Manage yourself and others effectively through planning, organizing and
anticipating problems ahead. (Planning for Success)

Deliver work on time and to the high standards required, by taking ownership for
outcomes, demonstrating pride in their achievement. (Owning the Issue,
Getting it Done)

Explore and try fresh, novel ways of doing things that are in keeping with HRP’s
Cause and add real value to the Organisation. (Having the courage to try new
things)

Continually develop expertise in key areas of your role, to ensure delivery of high
quality work. (Developing our Expertise)

Develop and maintain an in-depth understanding of the organisation, so that all
your actions help achieve the best outcomes for HRP. (Knowing our
Organisation)

Work collaboratively with colleagues across functional and geographical
boundaries to ensure the success of HRP. (One Team – One HRP)

Lead, develop and encourage your team to succeed in their roles and to display
the Qualities in the Performance Framework. (Supporting others to Succeed)
Other rules/standards:
In addition to Key Areas of Responsibility and Core Qualities and Behaviours above,
you are also required to have read, understood and comply with the rules/standards
contained in HRP’s Code of Conduct. These include rules/standards of Health and
Safety. The Code of Conduct can be found in your Staff Handbook.
9
Person Specification
Qualifications
1. Have a degree.
Experience
Essential
1. Successful track record (at least 3 years in the last 10 years) of significant
general/operational management experience, gained in a customer focused
organisation.
2. This experience to have included a successful track record in at least five, of the
following:
 Operational management
 Budget accountability
 Income generation
 People management
 Customer service
 Project management
 Sales and Marketing
 Commercial development
Desirable (increased progressively)
1. This track record to have covered six, then seven, then all of above.
If necessary, the following additional desirable criteria will be used:
 Change management.
 Strategic development and planning.
 Working within the heritage/ cultural sectors or for a visitor attraction.
Skills
1. Excellent communicator – orally and in writing.
2. Hands on/action oriented – a ‘doer’.
3. Proven track record in managing/leading people with an inclusive, empowering
style.
4. Focused on continuously reviewing and improving performance through problem
solving, creativity.
5. Driven to achieve commercial targets.
6. Passionate about customer service delivery and improvement.
7. IT competency.
8. A team player with strong interpersonal skills (empathy, persuading, influencing).
Other
1. Flexible - must be able to work some evenings and weekends.
2. Must have an interest/empathy with history and HRP’s Cause.
3. Valid driving license and access to car to enable post holder to carry out duties of
the post.
10
Section 4 Selection Process
To apply for this post please send a comprehensive CV, supported by a single A4
page statement, to Forde May Consulting Ltd., Balmoral House, 77 Upper Lisburn
Road, Belfast, BT10 0GY or alternatively emailed to jobs@fordemayconsulting.com.
Your CV and supporting A4 page statement, which MUST be included, should
demonstrate how you meet the requirements of the post and your CV should include
details of your current remuneration package.
All applications must be received at the above address by 5.00pm on the closing
date of Monday 31st March 2014.
Whilst we will acknowledge receipt of applications promptly, it is the responsibility of
the applicant to ensure their details arrive on time.
Equal Opportunities Monitoring Form
Equality legislation in Northern Ireland requires that applications for employment are
monitored in terms of Community Background, Sex, Disability and Race. The use
and confidentiality of Community Background information is protected by the Fair
Employment and Treatment (NI) Order 1998. It will be used only for monitoring,
investigations or proceedings under the requirements of the above legislation.
HRP is an equal opportunities employer and truly values a diverse workforce.
Applications are welcome from candidates regardless of their background.
References
Applicants are required to provide details of two referees, these should be the
person you reported to in your current and previous employment. Referees will not
be contacted until the interview process has been completed.
Shortlist
Initial shortlisting will be applied against the essential criteria. This will involve
assessing which candidates have best demonstrated how they meet each of the
essential criteria.
If a very large number of applications are received, the desirable criteria will be used.
HRP also reserves the right to enhance the desirable criteria for shortlisting
purposes if necessary.
Those applicants who appear, on the basis of the information provided in their CVs
and accompanying single A4 page, to best meet the criteria will proceed to the next
stage of the process.
11
Initial Interview
Shortlisted candidates will be required to attend an initial interview with Forde May
Consulting Ltd w/c Monday 7th April 2014.
12
Section 5 Conditions of Service
Salary
Circa £39,000 – starting point will depend on experience.
Holiday leave
23 days paid holiday per annum, plus 10 Public Holidays. Holiday entitlement is
increased to 26 days per annum after the completion of 3 years’ service and to 27
days after the completion of 10 years’ service. Please note that this entitlement is
pro-rated for part time and seasonal employees.
Organisational Bonus Scheme
You will be eligible to participate in HRP’s Organisation Bonus scheme, which
provides you with an opportunity to earn a performance related bonus of up to 2% of
your basic salary. This will be subject to satisfactory individual performance (as
measured through the Performance and Development Review process) and the
overall performance of the Organisation against targets which are communicated on
an annual basis.
Sick Pay
An occupational sick pay scheme is provided.
Pension Scheme
Employees join the Group Personal Pension scheme upon joining HRP. Employees
are required to pay a minimum of 2% of their pensionable salary, while HRP
contributes at a minimum rate of 6%.
Employer contributions increase with
Employee contributions to a maximum of 9%.
Income Replacement Plan
This plan provides employees that choose to join the pension scheme, with an
income in the event of long term incapacity due to illness or injury (subject to
meeting the normal eligibility requirements of the insurance company). The level of
benefit is 50% of pensionable salary (at the time your incapacity commences), less
the maximum amount of State benefits whether you are eligible to receive these or
not. This will be payable after cessation of organisational sick pay and 12 months of
continuous absence (following your addition into the scheme) from work due to
illness or injury. This will continue to be assessed and may continue to be paid until
you return to work or reach the age of 65 years, following which eligibility to
participate in the scheme will cease in accordance with the scheme rules.This is a
non-contributory plan.
13
Life Assurance
A lump sum payment which is equivalent to four times pensionable salary is paid to
the beneficiaries of an employee through the Group Death in Service scheme. This
is a non-contributory programme.
Annual Pay Reviews
We endeavour to ensure that our salaries remain competitive within the marketplace
and support the recruitment and retention needs of the organisation. As such an
annual review will normally occur on 1st August each year.
Staff Recognition Vouchers/Awards
The Staff Recognition Scheme enables Directors and Line Managers to recognise
examples of “exceptional” employee/team performance immediately through the
issuance of recognition vouchers. Vouchers may be redeemed at a variety of retail
and leisure outlets.
Membership Scheme
All established employees automatically become a member of the HRP Membership
Scheme upon joining the Organisation. This provides unlimited free entry for you
and up to 4 accompanied family guests per visit to any of our Palaces.
Guest tickets
Historic Royal Palaces sites
Employees are entitled to a maximum of 10 tickets per annum for unaccompanied
family guests, providing free entry to any of our palaces.
Arrangement with the Royal Collection
Staff are able, with prior arrangement, to borrow passes which will provide free entry
to Windsor Castle, the Palace of Holyroodhouse, the Royal Mews and the Queen’s
Galleries at Buckingham Palace. These passes are available from Visitor Services
at the Tower of London and Operations at Hampton Court Palace.
RHS tickets
We are also able to offer free entry to RHS gardens at Wisley, Rosemoor, Harlow
Carr and Hyde Hall. These RHS tickets are available from Operations at Hampton
Court Palace.
Competitor Reviews
In order that our employees can extend their experience of other visitor attractions,
we operate a scheme to refund the cost of entrance to an attraction and we ask that
our employee complete a competitor visit questionnaire. The information received
14
from competitor interviews enables us to identify areas where we may be able to
improve our services.
Employee Assistance Programme
We recognise that there are times when everyone has issues and concerns that may
impact upon their general well-being. In order to help individuals address these
issues HRP offers a comprehensive Employee Assistance programme provided by
Workplace Options (WPO). The service is independent, free, external and
completely confidential, and will be available for information, counselling and support
24 hours a day, 7 days a week, 365 days per year.
Season ticket loans
Interest free loans to assist with the purchase of travel season tickets and travel
cards are available to established employees who have more than more than two
months service.
HRP Discounts
This is an online discount scheme (accessed through the People Hub on HRP’s
Intranet) that provides the opportunity to make savings on many retail purchases –
from a normal weekly food shop to booking a special day out or holiday – receiving
exclusively discounted products and services.
A staff discount scheme - covering on - site catering/retail etc. - will be established in
the future.
Private Medical Cover (BUPA)
All established employees and their families are entitled to receive a discount off
BUPACare (subject to BUPA terms and conditions)
Benenden Health Care
Benenden offers our staff a healthcare service which works alongside the NHS. It
provides prompt access to a local consultant or specialist. Membership is open to all
established employees and their families (subject to conditions).
CSMA
CSMA membership is open to all of our established employees and provides a wide
range of motoring, leisure, home and financial service benefits.
Childcare vouchers
Through an external company, Allsave, eligible employees are able to purchase
childcare vouchers from pre-tax salary, saving tax and national insurance
contributions, in order to pay for child care and other children’s activities.
15
Independent Financial Advisor
Historic Royal Palaces has appointed an independent financial advisor to act on our
behalf to give impartial guidance to our employees on all aspects of pensions
planning, investment, life assurance and tax planning, this being in addition to
running our AVC, Stakeholder and new Group Personal Pension plan. Telephone
consultations are available and free of charge to HC employees.
Further Information
Should you have any further queries about the recruitment and selection process call
Forde May Consulting Ltd. on 028 9062 8877.
16