Page 29 - FCEA Proposal For Airport VIP Concierge Service Concession 2022 (1)

F. Management and Operations Plan

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1. Quality and control standards

The quality of every hosting is guaranteed by communication between our Reservation Team and the
client. Each client, regardless of the booking choice (by phone, email, or web shop), received a
confirmation email stating all booking details for the client's control, client receives an invoice and a copy
of the credit card receipt by email. For phone and email bookings, a filled-out credit card authorization
form and a valid cardholder ID are required to confirm a booking.

The quality of every hosting depends highly on how qualified, skilled and enthusiastic the hosts and
hostesses are. For this reason, FCEA developed a “Code of Ethical Conduct.” In this Code, FCEA
reiterates our values and morals so that employees understand the standards they are accountable to
uphold. In addition, FCEA hires only the best and provides internal training. In addition to increasing
revenue and guaranteeing satisfaction, our management priority is to give training, and in this, we put a
high bar for all employees. We ask partners and special guests their comments and satisfaction.

We use Mystery Shoppers to rate the quality of service our team provides continuously.

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