The New Terminal One at JFK has officially announced two new Requests for Proposals (RFPs) to secure providers for Guest Experience Services and Passengers Requiring Assistance (PRA) Services.
According to certain reports, these RFPs are tipped to support the terminal’s commitment towards delivering seamless, people-centered experiences as a part of its broader mission to offer industry-leading guest service.
More on that would reveal how this New Terminal One will likely play a key role in regards to Port Authority of New York and New Jersey’s planned $19 billion transformation of JFK Airport, a transformation which will turn it into a world-class gateway inclusive of two new terminals, two existing significantly modernized terminals, a new ground transportation center, and an entirely new, simplified roadway network.
Anyway, beginning from what all the provider of Guest Experience Services will be responsible for moving forward, the list includes recruiting training, and managing highly experienced personnel to ensure exceptional guest service and professionalism at all times.
Next up, there is the responsibility to establish a culture of ongoing service enhancement through regular training, service audits, and robust feedback mechanisms.
Another detail worth a mention is rooted in how the provider will also work alongside airlines, federal agencies, ground handlers, and concessionaires to facilitate a seamless and integrated guest experience for all travelers. Beyond that, they must also achieve and exceed guest experience-related KPIs, while simultaneously maintaining the highest safety standards and practices.
Hold on, we are not done yet, considering we haven’t yet touched upon the job of overseeing all personnel delivering services so to provide coaching and direction, all for the purpose of meeting and exceeding contract requirements.
We also haven’t touched upon the onus on the new provider to contribute towards the development and implementation of new guest experience initiatives. Not just that, they would be further required to ensure timely and accurate reporting, incident tracking, and resolution management, with a focus on guest complaints and continuous improvement.
As for the provider of Passengers Requiring Assistance (PRA) Services, they must escort PRAs from curb to gate and throughout the terminal, conducting regular wellness checks, and managing staff and technology to ensure seamless service delivery.
Next up, they must staff and operate all three PRA-designated lounges, as well as oversee access to the sensory room. The selected provider must also manage advance reservations and real-time requests for PRA services, providing personalized assistance throughout the entire departure and arrival journey.
Rounding up highlights would be responsibility of coordinating with airlines and ground handlers, maintaining and operating mobility equipment, and supporting passengers with physical, sensory, neurological, or cognitive limitations.
“At the New Terminal One, we are focused on ensuring that every experience is an extraordinary moment to remember,” said Marisa Von Wieding, Vice President of Operations, The New Terminal One at JFK. “We invite guest-focused, innovative partners to join us in delivering a seamless and exceptional travel experience for all guests.”
