This key element has its basis in application of our Employee Guidebook, where we clearly spell out team member expectations, such as appearance, timeliness, counter behavior, disciplinary actions and consequences, etc.
The next level is based on the SLA standards incorporated in the handling agreement.
We will create a custom Quality Control Audit Checklist, which will be used periodically by independent staff members not directly associated with the flight, or station involved. The results of these audits are shared not only with the local team members and internal management, but also externally with the client’s local management representatives.
Additionally we also utilize a host of internal service metrics such as Queuing Cards, which are given to the Guests as they approach the queuing lines and then collected when the Guests are greeted at the check-in position. The entire queuing process is time recorded on the Queuing Card.
Service delivery is always a key cooperative focus area between ourselves and our clients. Your success is our success.’