Page 4 - FCEA Proposal For Airport VIP Concierge Service Concession 2022_Neat
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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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