Undisclosed

Project description:

A core part of the visitor experience at the client’s destination is centred around a dedicated team of guides facilitating visitors and activities at the major heritage sites. KCA London has been working with the client to help form and develop this world-class team of local storytellers and equip them to share the destination’s stories with the world.

Since the first visitor events in the area, we have been working to refine the guide team’s role and develop their communication and hosting skills, introducing global best practice and delivering a strategic programme of bespoke, progressive training and mentoring packages.

Each training package was developed based on client and team consultation and observations and was designed to progressively upskill the team as their roles and responsibilities expanded alongside the launch of new sites and activities. Training areas covered include: an introduction to engagement roles in museums and heritage sites, advanced touring techniques, managing groups, storytelling, understanding personal impact, visitor evaluation, and facilitating programmes.

We also developed a five-year training strategy for the team, setting out how the team’s roles and skills should continue to be developed to support the destination’s ongoing expansion.

Alongside our work with the main guide team, we also trained visitor-facing staff at several independently operated exhibitions and events in the area, including several temporary art expos and exhibitions.