Airport services supplier OmniServ has won a contract to provide Welcome Team Ambassadors at Edinburgh Airport.
OmniServ is already contracted to provide persons with reduced mobility (PRM) services at Edinburgh – the new contract will enable the company to expand both its portfolio and presence at the airport.
Welcome Team Ambassadors meet and greet passengers and provide assistance and information to ensure a smooth and welcoming journey through the airport. They can answer frequently asked questions, as well as provide passenger collection, flight arrivals or departures, local transportation, and terminal and transfer/connection details.
All staff contracted to work as part of the Welcome Team were carried over from the previous supplier and the team is headed up by station manager Christine Lang. Ambassadors received refresher training.
The tech-savvy addition to OmniServ’s contract offering was to implement an online and app-based people management system, where Ambassadors can quickly and clearly view their work rota, and can even integrate it with at-home, cloud-based voice recognition technology which, when asked, can tell them when they are next working. The in-app notice board enables Ambassadors to share and access instant information and communicate with colleagues, while the dashboards enable management to view reports.
OmniServ’s head of business development Rob Stefanovic explained, “We understood from Edinburgh Airport that a Welcome Team Ambassador core need is to have clear and up-to-date information while feeling they have support and a direct line into the management team. Ambassadors are on the frontline of customer service around the clock, and airports are busy, constantly shifting places – communication is king. The introduction of the app is another tool that helps team members on all levels stay connected.”