Airport Hospitality & Self Presentation – Freshers/New-Joiners

Duration : 10 days

Airport Hospitality & Self Presentation – Freshers/New-Joiners

Program Overview

Airport Hospitality & Self Presentation is a tailor-made program designed for Airport staff to provide participants the required knowledge, skills-set and attitude to enhance and ensure delightful passenger experience journey. This unique module creates a perfect caring approach to Hospitality management for passenger experiences that makes people feel delighted. Unique Advantages are: Concepts & industry trends clarity and Holistic-development of the participant to - learn, excel and evolve as airport professionals. Grooming & Etiquettes Cross Cultural Competencies Detailed coverage on understanding of passenger expectations as well as feelings & emotions at all the touch points of the airport. Shows stakeholders the goal of Airport Hospitality program is to enhance overall Operational Excellence, ensuring delivering delightful airport passenger experience journey possible, resulting in direct positive impact on ASQ results.

Learning Objectives

The program will enable participants to:

  • Understand the airport environment and foster the feeling of belongingness.
  • Adapt own communication style to build rapport with the customer as well as exercise empathy for the guest/customer/passengers during demanding situations.
  • Build rapport with the guest/customers/passengers by following established process “INDUCT” framework
  • Learn questions technique to establish the customer needs
  • Establish best practice in providing service excellence
  • Measure customer satisfaction and interpret the results
  • Determine service level and build Service Culture

Course Topics

    Brand Awareness (1 day)

  • Introduction
  • Management Structure
  • Aviation History
  • Vision; Mission; Values & Belief
  • Brand Expectations
  • Standard to be set

    • Self-Awareness (2 days)

  • Vision Alignment & Personal Growth
  • INDUCT Framework
  • SWOT / Johari Window
  • 7Habits of Highly Effective People
  • Stress Management

    • Grooming & Personality Development (3 days)

  • Introduction
  • Image Management
  • First Impression
  • Power Dressing
  • Health care
  • Nutrition
  • Work Attitude
  • Public Speaking - Basics
  • Practice session; Role plays & Assessment

    • Hospitality in Aviation (3 days)

  • Introduction to the topic
  • Who is a Guest/Customer?
  • Importance of Hospitality
  • Understanding the types of Guest
  • Levels of service
  • How to assist PRM guest
  • Communication
  • Practice session; Role plays & Assessment

    • Lounge Services (1 day)

  • Introduction
  • QSR & Restaurant Guest Service
  • Practice session; Role plays & Assessment

Target Audience

    Fresh recruits or Aviation aspirants undertaking a Passenger facing role.

For more info or to register:

Upcoming Schedule