Learning Resources

Visitor Experience

Online Course – Developing & Delivering Guided Tours

This course is aimed at anyone working in a cultural attraction who wants to learn more about guided tour experiences. The courses covers all the key aspects you need to think about, from development and planning, all the way to delivery.

Online Course – Creating Compelling & Commercially Successful Visitor Experiences

These two courses will inspire you to develop a world class visitor experience by understanding human behaviour and improving your communication skills, regardless of where you are in your career

Top 10 Tips… Visitor Experience

Four videos exploring practical tips on how to create a world-class visitor experience, created by Rachel Mackay, manager for Historic Royal Palaces at Kew. Includes creating a visitor journey, and how to increase visitor donations.

Top 10 Tips for…

Measuring Customer Service
Increasing Visitor Donations

Creating a Visitor Journey
Managing a Crisis

Rachel Mackay, Manager for Historic Royal Palaces at Kew, takes us through her Top 10 Tips for Visitor Experience. Each video lasts just over ten minutes, giving you practical tips to execute straight away.


What will Front of House operations look like as we reopen in 2021? Gabriela Gandolfini, Head of Visitor Experience at the Royal Opera House, looks back at three lessons learned from 2020 and how to implement those three learnings in 2021.

Bernard Donoghue – Mayor of London’s Culture Ambassador & CEO of the Association of Leading Visitor Attractions (ALVA)

Gordon Morrison – CEO of the Association of Scottish Visitor Attractions (ASVA)

I’d be sceptical and nervous of anyone who has got a well thought out career trajectory because you have to embrace the opportunity and the possibility of spontaneity and mad things happening…and be prepared to go with them

Bernard Donoghue

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