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
Janitorial staff, housekeeping supervisors, project executives and project managers – all levels of personnel undergo specific training on a regular basis. Training may be in the classroom, or on the job. For example, a group of 5-6 janitorial staff may be trained inside a washroom to use a steam cleaner. Project managers intimate the airport staff about scheduled training sessions well in advance.
Lost & found
Picture a passenger in the washroom, freshening up before a flight. He suddenly realises boarding gates are about to close, and rushes out, forgetting his watch on the wash basin counter.
In this instance, Tenon FM employees are drilled to follow a defined lost and found procedure, where they call their supervisor, maintain a record of the item in their logbook, and submit it to security personnel. Tray attendants at the cabin luggage scanning area also assist passengers and security personnel in managing the trays in which passengers place all metallic items, laptops, shoes, etc.
Personnel who successfully manage a lost object are recognised during the monthly rewards program.
Passenger interaction
Imagine a passenger rushing to catch a flight, when he encounters an employee mopping. The Tenon FM employee is trained to stop work, smile, greet the passenger, allow him to pass and only then continue with work.
If a passenger needs help with finding the concierge desk or making their way to the correct terminal, FM employees are trained to help.
Training topics
Soft skills: Training in basic etiquette and wishing etiquette, as well as communicating through one’s body language can go a long way in making an impression on passengers. Handling the latter’s complaints in a prompt and pleasant manner ensures smooth operations.
Health and safety: Adhering to workplace safety rules in a high-traffic, high-stakes environment like an airport is paramount. Employees are also trained in hand hygiene procedures and chemical MSDS.
Cleaning procedures: Team members are instructed in how to clean washrooms, glass, heights etc. Dry and damp mopping and dusting is also taught.
Machine operations: Tenon FM employees are rigorously trained in the use of machines like single-discs, vacuums, auto scrubbers, ride-on sweepers, steam cleaners and other solutions that are used to clean and maintain various areas of an airport facility.
Housekeeping: Specific education is imparted in the dilution of chemicals, colour-coding of mops and dusters, use of standard tools and tackles, and caddy setup procedures