Olivia Grandy BSc – Visitor Experience Lead

OliviaAs a visitor experience expert Olivia possesses a wide variety of operational experience having managed attractions for English Heritage, the Wildfowl and Wetland Trust and Bombay Sapphire.

Passionate about visitor engagement and operations, she has played a key role in projects ranging from listed building restoration to new visitor facilities, wetland creation and most latterly the development of the Bombay Sapphire Distillery at Laverstoke Mill.

Olivia graduated with a Business Management degree and then spent four years with Majestic Wine as a graduate management trainee. Here she developed exceptionally high standards of customer service which she has continued to instil in the culture of the teams she has led. She has enjoyed the challenges of managing existing staff through change and also recruiting entire teams from scratch for new developments.

As the Visitor Operations Manager at the Bombay Sapphire Distillery she was responsible for delivering the guest experience following a high profile restoration project. The site incorporates a number of buildings including Grade II listed buildings and is located within a designated site of special scientific interest. The Distillery has also been awarded the BREEAM Industrial Award.

As the Manager of the Arundel Wildfowl and Wetland Visitor Centre Olivia helped to implement the new Visitor Engagement Strategy, tailoring the visitor experience to the needs of different market segments. These principles were also applied to the management of captive wildfowl exhibits to identify and plan capital projects creating a long term business plan for the centre.

At English Heritage Olivia was the Acting Head of Visitor Operations in Herefordshire and Worcestershire where she was responsible for Witley Court and Goodrich Castle.

Having managed both private and NGO attractions, Olivia has a great understanding of the sensitive balance between conservation and commercialism. Her practical operational experience enables her to highlight both potential opportunities and pitfalls in advance, helping projects to run smoothly and efficiently.