Page 48 - Clean India Journal - August 2023 Digital Edition

Service MatterS

Training:
The key to excellence in airport FM

Soft skills, passenger interactions and conflict management…
Angad Rajain, Global CSO & IFM Head, Tenon Group elaborates on
why training is of paramount importance in servicing airports.

Types of training personnel in managing the trays in Health and safety: Adhering to

Janitorial staff, housekeeping which passengers place all metallic workplace safety rules in a high-
items, laptops, shoes, etc.
traffic, high-stakes environment like
supervisors, project executives an airport is paramount. Employees
and project managers – all levels Personnel who successfully
of personnel undergo specific manage a lost object are recognised are also trained in hand hygiene
training on a regular basis. Training during the monthly rewards procedures and chemical MSDS.
may be in the classroom, or on program. Cleaning procedures: Team
the job. For example, a group of members are instructed in how to
5-6 janitorial staff may be trained Passenger interaction clean washrooms, glass, heights etc.
inside a washroom to use a steam Imagine a passenger rushing to Dry and damp mopping and dusting
cleaner. Project managers intimate catch a flight, when he encounters is also taught.
the airport staff about scheduled an employee mopping. The Tenon Machine operations: Tenon FM
training sessions well in advance. FM employee is trained to stop employees are rigorously trained
work, smile, greet the passenger, in the use of machines like single-
Lost & found allow him to pass and only then discs, vacuums, auto scrubbers,

Picture a passenger in the continue with work. ride-on sweepers, steam cleaners
washroom, freshening up before If a passenger needs help with and other solutions that are used to
a flight. He suddenly realises finding the concierge desk or making clean and maintain various areas of
boarding gates are about to close, their way to the correct terminal, FM an airport facility.
and rushes out, forgetting his watch employees are trained to help.
Housekeeping: Specific
on the wash basin counter. education is imparted in the dilution
In this instance, Tenon FM Training topics of chemicals, colour-coding of
employees are drilled to follow a Soft skills: Training in basic mops and dusters, use of standard
defined lost and found procedure, etiquette and wishing etiquette, as tools and tackles, and caddy setup
where they call their supervisor, well as communicating through procedures.
maintain a record of the item in one’s body language can go a long
their logbook, and submit it to way in making an impression on
security personnel. Tray attendants passengers. Handling the latter’s
at the cabin luggage scanning area complaints in a prompt and pleasant
also assist passengers and security manner ensures smooth operations.

AUGUST 2023•Clean India Journal
48 www.cleanindiajournal.com