Page 3 - FCEA Proposal For Airport VIP Concierge Service Concession 2022

Table of Contents

A. Cover Letter ......................................................................................................................................................5

A1. General Information ..........................................................................................................................................7
1. Aruba Travel Landscape .................................................................................................................................8
2. Company Description- The Evolution ........................................................................................................9

2A. Achieved Milestones 2016 – 2022 .......................................................................................................... 11
3. Strategic Objectives ................................................................................................................................... 13

4. Mission Statement ..................................................................................................................................... 15
5. Vision statement ......................................................................................................................................... 15

6. Core Values ................................................................................................................................................ 15
7. Core Purpose .............................................................................................................................................. 15

8. Partners mapping ...................................................................................................................................... 16
B. Proposal Acknowledgement Form ............................................................................................................... 17
C. Proposal Deposit ............................................................................................................................................ 18

D. Exceptions ...................................................................................................................................................... 19
E. Quality assurance plan .................................................................................................................................. 20

1. Staffing ....................................................................................................................................................... 21
2. FCEA Core Services ...................................................................................................................................... 21

3.Additional services.......................................................................................................................................... 23
4. Reservation options ................................................................................................................................... 24

5. Customer Service Training Program ...................................................................................................... 25
6. Uniform and Badging procedures ............................................................................................................ 26
A. Uniform .................................................................................................................................................. 26

B. Badging Procedures ............................................................................................................................... 27
7. Methods of payment .................................................................................................................................. 27

F. Management and Operations Plan .............................................................................................................. 28
1. Quality and control standards .................................................................................................................. 28

2. POS system ................................................................................................................................................. 29
3. Hours of operations ................................................................................................................................... 30

4. Staffing level of service .............................................................................................................................. 30
5. Describe customer service training programs ........................................................................................ 30
6. Organizational Structure .......................................................................................................................... 32

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