With 33 years of proven airport hospitality operating experience in 65 global locations we have refined processes, procedures and management of staff, suppliers, partners and sub-contractors that optimise lounge sales, production and daily operations to deliver consistency and best practice throughout our lounge network.
Being part of Swissport, a global organisation that prioritises process, quality and safety through procedural governance, we develop, implement, learn, refine, govern and audit processes and the management of processes throughout our business at a global, regional and local level for accountability and responsibility.
A comprehensive lounge operation manual, updated regularly and used daily by all staff throughout our business ensures we instil and nurture a culture that value process, quality and consistent customer experiences.
hospitality Operations Expert Operations
Swissport proudly manage a portfolio of around 850 customers in 47 countries on 6 continents ranging from multi-national airlines to low-cost carriers, regional carriers and airports. We manage airline contracts and relationships to offer a provision for their customers to benefit from access into our lounges.
With more than 30 years of proven lounge operating experience in 65 global locations we have refined processes, procedures and management of staff, suppliers, partners and sub-contractors that optimise lounge sales, production and daily operations.
A thorough understanding of how airports operate and the flight plans of departing airline carriers allows us to manage the peaks and troughs of the daily, monthly and seasonal rise and fall in passenger numbers and product demand.
hospitality Operations Service Design
The design, layout and meticulous planning of the lounge, not only ensure we deliver top quality modern services for highly positive customer experiences, but also to facilitate the smooth flow of services through the lounge. For example, separate service entry points for deliveries, lounge staff and customers provide a seamless and uninterrupted experience for lounge guests.
And by applying the principles of our brand values of welcoming, passion, pride and relationships, and our brand mantra of ‘Aspire to be Remembered’, we nurture and maximise talent to the benefit of each individual, the company and the customer experience.
hospitality Operations Performance management
Our Balanced Scorecard is a strategy performance management tool to align lounge activities to the vision and strategy of the business and monitor performance against strategic goals.
It provides a comprehensive view that overturns the traditional ideology of the organisation as a collection of isolated departments, and allows Lounge Managers to instantly understand areas that require focus.
hospitality Operations Staff programmes
Being part of Swissport, a global organisation that prioritises process, quality and safety through procedural governance, we develop, implement, learn, refine, govern and audit processes and the management of processes throughout our business at a global, regional and local level for accountability and responsibility.
Strong, effective leadership and cascading knowledge transfer through training is an important way that our lounge staff learn and we drive consistency and best practice throughout our lounge network.
We recognise the contribution our team members make and have a number of reward and recognition programs such as ‘Top 50’ that sees team members nominated by their peers, supervisors and managers be rewarded with an all-expenses paid trip. It’s also proven to be a great team building and bonding exercise where employees have direct and unrestricted access to the senior leadership team
Hospitality Operations Customer Feedback
We aim to exceed our customers’ expectations by consistently delivering excellent customer experiences that are underpinned by a positive customer service attitude. As such, our central customer services team works closely with lounge teams to support with training and the management of customer feedback; direct, online and through social media.
Acquiring a wide range of feedback on our lounges, customer service, customer experiences and branding is essential in helping us make the necessary changes to continually refine and improve our offering and grow our customer base.
We understand expectations differ according to every lounge location and guest persona, so we offer various processes for our customers to provide their feedback, for it to be analytically measured and strategically implemented.
We gain an in-depth understanding of our customers’ behaviours, demographics, interests and trends to refine our branding and operational delivery to consistently achieve excellent customer experiences. Customer behaviours vary, not just by global region, airport location, carrier or travel destination, but also by customers’ current ‘travelling persona’, whether that be for leisure, business or both.
Over the past 34 years we have become very proficient at analysing, dissecting and interpreting behavioural trend data and customer insight to implement engagement and operational strategies that are designed to be relevant, timely and appropriate to each audience segment.
We use various proactive sales activities and channels to stimulate demand during peaks and troughs. As such, we can quickly target sales promotions that attract more visitors through our e-commerce website, social, online and other sales channels to drive systemic sales activity.
Individual customer experiences with Aspire begin long before they arrive in our lounges; one of the early ‘touch points’ is the booking process, either directly with us via our e-commerce website or via our reseller and partner network.
The Aspire digital loyalty scheme is another fantastic way we converse with our customers, promote new lounges and increase the likelihood of continued custom through retention. Our loyalty scheme is simple in nature and is offered with real-world eGift cards from Amazon and other online/retail store brands.
hospitality Operations COLLABORATIVE PARTNERSHIPS
We have long standing relationships with the biggest lounge access providers in the world, such as American Express, Diners Club, Priority Pass and DragonPass. Our independence and established partnerships ensure that Aspire lounges can be accessed by millions of customers who are members of these programmes.
hospitality Operations Sustainability Planning
We integrate sustainability into our strategic and operational objectives and decision-making. We believe sustainable business practices contribute to positive results, which in turn provide additional flexibility for environmental and social matters. Therefore, continuous improvement is at the heart of everything we do regarding client service and our employees, but also with a view to business processes.
We commit to pushing our supply chain to adopt environmentally friendly packaging where possible, to use environmentally sound choices when selecting partners, to reduce waste and we work with them to optimise deliveries and load efficiencies. Wherever possible we exclude items from our menus that contain known catalysts of environmental issues, such as palm oil.
“As a signatory to the United Nations Global Compact since 2011, Swissport is committed to environmental care, the protection of human rights and the upholding of labour standards”
a stimulation of senses welcoming relaxing energising
