LANDSIDE MANAGEMENT LANDSIDE MANAGEMENT CONCESSIONSCONCESSIONS

Presented by:Presented by:Jacqueline Besser, PresidentJacqueline Besser, President

DAJA International LLCDAJA International LLC9/15/089/15/08

What are the factors used to What are the factors used to determine a Good Landside determine a Good Landside Concession? Concession?

Landside ConcessionsLandside Concessions

Qualities of a Good Landside Qualities of a Good Landside ConcessionConcession

Good concessions bridge and effectively serve the interests Good concessions bridge and effectively serve the interests of the Customer, Airport and Concessionaire of the Customer, Airport and Concessionaire

It is a business relationship built on trust, honesty and It is a business relationship built on trust, honesty and confidence affording the Concessionaire the ability to live confidence affording the Concessionaire the ability to live up to the expectations of the Airport up to the expectations of the Airport

It is a relationship with the common interest of exceeding It is a relationship with the common interest of exceeding the expectations of the Customer the expectations of the Customer

Provides an opportunity for added – value, quality and Provides an opportunity for added – value, quality and service benefits to customers while providing service, service benefits to customers while providing service, quality and economic benefit to the Airport quality and economic benefit to the Airport

Provides the opportunity for Airports to examine, institute Provides the opportunity for Airports to examine, institute and realize the benefits of “Third Party Management and realize the benefits of “Third Party Management Systems” Systems”

Systems/Concessions provide for Accuracy and IntegritySystems/Concessions provide for Accuracy and Integrity Free up Airport Staff and ResourcesFree up Airport Staff and Resources

Defining Goals/ObjectivesDefining Goals/Objectives Provide clear identification of the goals and Provide clear identification of the goals and

objectives objectives Clearly detail how goals/objectives will be Clearly detail how goals/objectives will be

achieved achieved Understand relationships, internal/external Understand relationships, internal/external Quantify Customer Service/Satisfaction Quantify Customer Service/Satisfaction

expectationsexpectations Standardization of Performance Expectations Standardization of Performance Expectations Communication/Reporting Communication/Reporting Manage and protect client Assets and Interests Manage and protect client Assets and Interests

Curbside ManagementTaxicab DispatchingParking OperationsValet OperationsBus OperationsGround Transportation Center

Types of Landside Concession Agreements

Understanding the ProcessUnderstanding the Process

How does the process begin?How does the process begin? How is the project evaluated?How is the project evaluated? What is the basis for the award? What is the basis for the award?

• How dHow d

Types of Processes used by Types of Processes used by AirportsAirports

Request for Proposal (RFP)Request for Proposal (RFP) Request for Quote (RFQ)Request for Quote (RFQ) Request for Information (RFI)Request for Information (RFI) Request for Qualifications (RFQ)Request for Qualifications (RFQ)

Good Concession ContractsGood Concession Contracts& Reasonable Growth Projections& Reasonable Growth Projections

Reasonable financial projectionsReasonable financial projections Reasonable population growth Reasonable population growth

projectionsprojections Reasonable employment growth Reasonable employment growth

projectionsprojections Reasonable contract in order to fulfill Reasonable contract in order to fulfill

projection requirementsprojection requirements

Concessionaire Responsibility Concessionaire Responsibility

Ability to understand the needs of the Ability to understand the needs of the Airport and its’ CustomersAirport and its’ Customers

Provide effective ManagementProvide effective Management Maintain communication with stakeholders Maintain communication with stakeholders To be responsive with the ability to To be responsive with the ability to

anticipate and react to changes in the anticipate and react to changes in the environmentenvironment

Resourcefulness Resourcefulness Serve and promote the interests of AirportServe and promote the interests of Airport

Airport ResponsibilityAirport Responsibility

Provide support Provide support Provide accurate historical data/research Provide accurate historical data/research

and analysis and analysis Maintain open lines of communication and Maintain open lines of communication and

clear reporting relationshipsclear reporting relationships Insure Airport and Concessionaire have Insure Airport and Concessionaire have

common objectivescommon objectives Promote and foster a strong management Promote and foster a strong management

& partnership w/concessionaire& partnership w/concessionaire Provide sound contract language and Provide sound contract language and

effective contract administration effective contract administration

Selecting a Good ConcessionaireSelecting a Good Concessionaire

- Must be driven to provide outstanding - Must be driven to provide outstanding serviceservice

- Must be committed to project success - Must be committed to project success

- Must have considerable industry - Must have considerable industry knowledgeknowledge

- Must have instituted effective contingency - Must have instituted effective contingency planningplanning

- Must have a successful track record in the Must have a successful track record in the industry with the motivation to deliver the industry with the motivation to deliver the service as expectedservice as expected

- Must provide a cost effective alternative Must provide a cost effective alternative for Airportsfor Airports