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Embed code for: HOSPITALITY by VMJ
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VISHNU MOHAN JHA
International Airport professional,
What does hospitality mean to you?
Perception Most of the people think that hotel alone belongs to the hospitality industry.
Telecom Car rentals
Restaurant Contact center (e.g. BPO, KPO etc.)
Anybody who has funds can built an airport which is –
Does this mean 5 Star airport???
What makes the difference?
People - to deliver customer service excellence
Product – quality
Process - consistent delivery
Place – right time, right location
Who are the customers?
Meeters /Greeters /Well wishers
Airport clients- airlines, concessionaires, cargo operators, ground handlers,
facility management companies, ground transportation providers
Local communities- other mode of transports, tourism companies, industrial
Understanding the market & competitive position
What type of business can airport support & attract?
What role does the airport play? (Hub, feeder, transit, transfer)
Business or leisure destination?
Characteristics of the catchment area?
Air service network & main competitors? (current reach & potential)
Who are the primary customers/users?
Demographic profile of customers/users?
Strength & weakness of the airport?
Competitive advantage due to geographic location?
What should we know about customers?
Demographic profile –
The more we know about the market, the more we can incorporate the products & services as required.
We can respond quickly to the changes of the market & customer needs/aspirations.
Market research is best used to align service to the potential markets.
Moment of Truth
Airport is an important gateway and the “Moment of truth” for all the incoming passengers.
Excellent customer service helps enhance the image of the region and the country and also increase the asset value.
How do we deliver customer delight?
Look after yourself
Sense of empathy
Sense of urgency
Time is critical
Maslow’s hierarchy applied to airports .
The best airport’s approach to service excellence
Customer Centric Organization
Moving from ordinary to wow
Key to Success
Theory of Motivation
Broom’s expectancy theory
Motivation = Valence x Expectancy
Expectancy= probability of achieving
Although one precondition for personal effectiveness is better self awareness, understanding one self does not alone make a person effective.
Parent – Adult – Child
Four Extreme positions
I’am not OK – You ‘re OK
I’am not OK – You ‘re not OK
I’am OK – You’re not OK
I’am OK – You ‘re OK
Enhance Commercial Revenue
Sales & Service Orientation
Health & Safety
Business Partner Approach
Commercial Operations Delivery
Quality control & Monitoring
Enhanced Airport Image
Performance Management (KPI)