The course is tailored to provide training and guidance specifically for airport staff members who have regular face-to-face interactions with visitors. It aims to enhance their knowledge, skills, and awareness of visitor experience principles to ensure a positive and memorable experience for all airport visitors.

Participants will gain a deep understanding of the diverse needs and expectations of airport visitors, learn how to navigate the airport environment, and develop the ability to handle challenges and complaints with professionalism.

Through interactive learning activities and real-world scenarios, this course empowers airport staff to provide personalized assistance, foster a welcoming atmosphere, and continuously improve the visitor experience at every touchpoint.


Target Audience

The target audience includes airport personnel and employees who directly interact with visitors at the airport. This may include:

  1. Customer service representatives
  2. Information desk staff
  3. Security personnel
  4. Baggage handlers
  5. Immigration and customs officers
  6. Retail and food service staff
  7. Airline check-in and boarding agents
  8. Ground handling staff
  9. Airport volunteers or ambassadors
  10. Other front-line staff involved in passenger services

Learning Objectives

  1. Understand the significance of visitor experience in the airport industry and its impact on customer satisfaction and loyalty.
  2. Familiarize with the layout, infrastructure, and key areas of the airport to provide effective assistance and guidance to visitors.
  3. Recognize the diverse profiles and expectations of airport visitors, including business travelers, families, tourists, and individuals with special needs.
  4. Develop effective communication and customer service skills to interact professionally and positively with airport visitors.
  5. Create a welcoming and organized environment in the airport through cleanliness, signage, and wayfinding techniques.
  6. Personalize and tailor visitor experiences based on individual preferences, going beyond standard service delivery.
  7. Exhibit cultural sensitivity and diversity awareness while providing services to visitors from various backgrounds.
  8. Handle visitor challenges and complaints with professionalism, problem-solving skills, and service recovery techniques.
  9. Foster collaboration and teamwork among airport staff and departments to ensure a seamless visitor experience.
  10. Embrace a culture of continuous improvement by seeking visitor feedback, identifying areas for enhancement, and implementing changes.

Certification
Upon successful completion of the Visitor Experience course designed for airport staff, participants would receive an “Airport Visitor Experience Certification.” This certificate serves as recognition of their completion and proficiency in the course material. It validates their knowledge and skills in delivering exceptional visitor experiences, communicating effectively, demonstrating cultural sensitivity, and addressing visitor challenges. The certificate can be a valuable addition to their professional portfolio, demonstrating their commitment to providing outstanding service and contributing to the overall success of the airport

المساق Content

I. Introduction to Visitor Experience @ Airports
II. Understanding the Airport Environment
III. Visitor Profile and Expectations
IV. Enhancing Communication and Customer Service Skills
V. Creating a Welcoming Environment
VI. Personalization and Tailored Experiences
VII. Cultural Sensitivity and Diversity
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المساق Includes

  • 30 الدروس