Course Description: This course provides an in-depth understanding of the complexities of running an airport terminal and the common problems faced by duty terminal managers in their daily operations. Participants will learn how to effectively manage the software and hardware of an international airport. Issues relating to the handling of various emergencies, managing passengers in distress and issues faced by other airport users will also be discussed.
Understand the terminal operations
Identify key facilities management
Understand the airport landscaping
Understand the typical hub airport
Who should attend?
Terminal duty supervisors
Airport personnel who need to learn how to deal with issues encountered in airport terminal operations.
Overview of Airport Terminal Management
Passenger Terminal Development
Introduction to a Typical Hub Airport – Pursuit of Service Excellence
Terminal Operations and Best Practices
Airport Bench-marking and Its Importance
Example of Airport Bench-marking on Service, Product, and Facility
Quality Service Management – Building a Service Culture
Facilities Management (Internal)
Crisis Communication Management and Set-up
Managing Airline Operators
Working with Government Agencies
Managing the Services Providers
Role of Airport Facilitation Committee/Airline Operators Committee
Strategies for Management
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