About me.
My name is Rachel Mackay. I’ve been working in the museums and heritage sector for over 20 years and I’m passionate about enabling attraction operators to provide great visitor experiences.
Whilst on furlough from my day job of managing Kew Palace, I spent much of 2020 focusing on helping heritage charities rebuild and recover from the Covid-19 shut down.
I spent lockdown providing consultation services on reopening plans, business planning and crisis management, and have produced a variety of training resources to support staff returning to work. I also concluded a Masters research project analysing how museums and heritage organisations in the UK have responded to the pandemic from a crisis management point of view.
Since then, I have moved to a new role as Head of Hampton Court Palace for Historic Royal Palaces. I have also written a book, Delivering the Visitor Experience, which is a practical guide to creating, managing and developing unforgettable experiences at your museum or heritage site.