Page 31 - FCEA Proposal For Airport VIP Concierge Service Concession 2022_Neat

3. Hours of operations

The Airport VIP Concierge service is open every day and reachable 365 days per year. Including on
holidays or during calamity. We provide full service to early flights or last flights, also delayed flights or
in any event or in accordance with applicable flight schedule of airlines hours opening determined by
AAA.
1. Office hours are from 8.00 am – 17.00 pm
2. Sales office from 8.00 am – 16.00 pm
3. Call Center is from 8:00 pm – 22.00 pm

4. Staffing level of service

FCEA works according to an extensive hosting, sales & runners schedule. The schedule is made every
week and can be adjusted daily by the Manager. This approach prepares the team for delays, last-minute
requests, or early morning departures. FCEA works with compromised, reliable, and flexible team
members who understand last-minute schedule changes due to last-minute reservations, changes,
cancellations of flights or any ad hoc requests that can occur.

5. Describe customer service training programs

Customers know that excellent service is something they are entitled to. Therefore, improving the skills
of our employees and hosts, sellers and runners is an ongoing and daily operation. There is never too
much training for customer service and support. However, our customer service team learn also daily by
practice, meeting the customer expectations and increasing their satisfaction.

Our customized basic customer service program for our VIP hosting service learns that customer service
is not a natural chat between individuals. It has some unique quirks and very specific dynamics. Even
very communicative and empathic people can make mistakes. Without realizing it! And this is crucial
for our service, the company our reputation, for AAA and even for our island.

We try to emphasize to our host and seller that excellent customer service skills can be acquired through
training and practice and everyday practice is very much like a regular workout. The ultimate objective
is to make customers more satisfied with the process at the airport. By:
• Bringing positive attitude: A simple smile is the biggest asset of our customer service team
members. Keeping a positive attitude is an essential part of the job. And the attitude of our host
& seller speaks volumes about our brand
• Listing to Customers: Requires active listening. And know how to reply, paraphrase, and ask
follow-up questions. Sometimes needing to clarify or summarize things that have already been
said
• Cultivating empathy be able to read every customer like an open book. To understand the
customer’s position and feel their emotions and from that point of view handle the customer’s
needs

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