Page 4 - FCEA Proposal For Airport VIP Concierge Service Concession 2022 (1)

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
2B. Our Value Proposition ............................................................................................................................ 12

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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