From Hotels to Historic Royal Palaces: How Ann Wilson Turned Hospitality Into a Regal Career

She’s met the Queen, she’s sold the Crown Jewels (well, sort of), and she still gets chills walking through Hampton Court Palace after dark.

When Ann Wilson began her career at Trusthouse Forte Hotels, she never imagined she would bring that experience to Historic Royal Palaces. But the British charity overseeing six of the King’s palaces, including the Tower of London, needed a new sales manager for Hampton Court Palace.

Many dream of trying something new, but stop just short of taking that leap.

Ann answered the call.

The Beginning of Ann’s Story

In the olden days before email, she submitted the application by hand. By the time she received an invitation to interview, she couldn’t make the suggested date and requested an alternate. To her disappointment, none was offered.

The story should have ended there, and Ann is still surprised at her courage, wondering all these years later what compelled her to call back on that particular day. Perhaps the whisper of fate? The foretelling of legend? She received a letter granting her a second-round interview, even though she had never given a first. And as if in a fairy tale, she got the job.

Drawing on her hospitality experience for this unique property, Ann saw nothing but potential; unchartered territory of B2B channels, partnerships, international groups. At that time, the palaces were funded only in part by the British government. The remainder of the funds, needed to conserve and maintain these priceless treasures, had to come from earnings. Ann went to work analyzing bookings, establishing pricing channels, and building relationships. Her boss let her “get on with it.”

A New Era

A new era was also dawning at the palaces, with the début of exclusive, bespoke experiences previously unheard of. A private viewing of the Crown Jewels, an intimate dinner at Kensington Palace, a lavish feast at The Banqueting House were now on the table. Once again, Ann’s hospitality training kicked in, as she helped to build volume for high-level corporate incentives and VIP visitors. She worked closely with curators and conservators on which spaces could be tapped to grow revenue, and at what risk. Together, they found solutions to questions like which rooms could accommodate red wine, and which could not risk a stain on the priceless tapestries and artworks.

These questions have now become mundane in a world where more and more palaces, museums, and historic venues are opening up for events. But preserving the royal tapestries in Hampton Court Palace, the second most valuable treasure in the UK, will always have its own special eccentricities.

Ann headed up the first brochure on these new, exciting offerings, called “The Show Must Go On,” detailing all the intricacies of putting on an event in a historic place. As word got out about these fabulously exclusive, royal possibilities, attendance grew. And with it, Ann’s career, as her role expanded to encompass all six palaces.

Hampton Court palace — Ann with her Historic Royal Palaces Sales Squad

Ann’s role became even more vital when HRP became an independent charity, no longer funded by the government. Now, “Every single booking, event, and ticket sold goes into the care and conservation of the palaces for future generations.” Working with teams at each property to craft unprecedented events, tailored to any theme, occasion, or historic event, Ann was named Head of Sales.

Reflections on a Storied Career

Of all her purview, what is the most elevated and special experience the palaces have to offer? “A private viewing of the Crown Jewels. To go any time is spectacular. To be there, away from crowds, is superb… No you can’t try them on,” she quickly added, anticipating the jest she’s heard so many times.

Her proudest accomplishment, “My network,” she answered without hesitation recounting the wonderful “friends, business partners and special relationships” she has cultivated all over the world. “You learn so much from a variety of people and you take a little bit of each with you. Hopefully I can give something to them as well.”

Her favorite memory by far of her 30-year career is almost predictable. “Meeting the late Queen. It was in 2002, the Golden Jubilee year.” Elizabeth II was going to Hampton Court Palace to inaugurate the new Jubilee Fountain and there was a reception for the entire staff.

As the Queen approached Ann, she asked, “In which palace do you work?”

“The Tower, but I’m responsible for all the palaces.”

“What do you do?” the Queen continued.

“I do sales.”

Ann is still amused and bewildered by her answer, “Why did I say that?” At that moment, her mind raced as she wondered if the Queen might not understand and think perhaps she was talking about gift shops.

The Queen, however, did not skip a beat, “That’s interesting. We need to get more Americans to visit because they’re the ones who spend the money.”

And she was right. The American market was, in fact, the biggest. Ann recalled with admiration that the Queen was “savvy” and “well-briefed.”

There is, however, one thing she missed in her storied career. After all these years of travel, she lamented, “I should have kept a diary” to have a record of all the “special people and moments.” Looking back, this would be her advice to her younger self, but she also shared her advice to young women starting in the travel industry. “Make sure you’re actually enjoying what you do.” Ann still gets a chill working at the historic palaces, the domains of royalty and dramatic backdrops of Wolf Hall and Bridgerton, “especially when it’s dark and you walk out.”

Even when she faces challenges, she still loves her job. “Who else has the Crown Jewels to sell?”

The Next Chapter

What’s next for the HRP? Ann is most excited and proud that they are reimagining the moat at the Tower as a new green space for the city, complete with gardens and water features that will encourage biodiversity. And they will soon launch a “Secrets Tour” of the newly excavated ancient mint so visitors will see where the currency of the realm was produced.

She certainly appreciates her storybook career. “The way I got the job – It had my name on it.” And she is dedicated and steadfast, “I would like to think I’ve made the most of every moment and will continue to do so.”

But has she met the King? “Just in arm’s length on a number of occasions, not formally introduced.”

Yet.