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Graham MacKay


Since starting my career in customer service in 1999, I have gained extensive experience working in both the Tourism and Theatre sectors.  Fresh out of school, I worked as an usher at Eden Court Theatre in Inverness, my home town, striving to deliver 5* customer service on a daily basis.  I continued to work during my time at the University of the Highlands & Islands where I gained an HND in Tourism.  At the same time, I progressed within the theatre, gaining the responsibility of Front of House Supervisor at a relatively young age.

When the theatre closed for refurbishment in 2005 I refocused my career, looking to take advantage of the knowledge I had gained through my college course.  I gained employment with Historic Scotland at Urquhart Castle on the shores of Loch Ness and, working as a Steward and Storeman, further developed my skills in customer care.

Then, in 2008, I made a long anticipated move to Edinburgh, Scotland's capital city and a major tourist destination in itself.  Working at the unique 5* Historical tourist attraction, The Real Mary King's Close, hidden beneath the historic Royal Mile, I helped to welcome in excess of 200,000 visitors per year, delivering stories that live & memories that last.

Customer Service is my passion and has been as long as I can remember.  Now, as a Duty Manager and World Host Facilitator, I am able to pass on my experience and knowledge to not only our team but to other organisations that aim to deliver only the very best in customer care and guest experience.  I have been told that my energy and enthusiasm are infectious and I aim to deliver this in all of my training sessions.

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