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Excellence Awards winners at the Malaysia Airports Concessionaires Conference 2012; (from left) Madam Mae Chan, Chief Retail Officer of Rampai Niaga Sdn Bhd; Puan Faizah Khairuddin, Senior General Manager Commercial Services, Malaysia Airports; Song Hoi See, Founder & CEO of Plaza Premium Lounge (Malaysia) Sdn Bhd; YBhg. Tan Sri Bashir Ahmad, Managing Director of Malaysia Airports; En Nor Effendi Mohd Nor, Real Estate Manager of Golden Arches Restaurant (M) Sdn Bhd; Suzana Sakrani, Operations Manager of Plaza Premium Lounge (Malaysia) Sdn Bhd; Leonne Wong, Operations Manager of Plaza Premium Lounge (Malaysia) Sdn Bhd |
MALAYSIA. Malaysia Airports has saluted its leading commercial concessionaires with a series of Excellence Awards, which were presented at last week’s annual Concessionaires Conference in Kuala Lumpur.
The awards were given for four categories — Out Of The Box, Moment Of Truth, Top In Class and Best Supporting Partner.
A total of 30 nominations were received for concessionaires operating at Kuala Lumpur International Airport (KLIA), LCCT-KLIA, Penang International Airport, Langkawi International Airport, Kuching International Airport and Kota Kinabalu International Airport.
Judging was validated by mystery shopper findings and based on business performance and operational compliance of the nominees, said the airport company.
Recipients of the Excellence Awards were:
KLIA & KLIA-LCCT
Out Of The Box Award: The Body Shop, KLIA
Moment of Truth Award: Plaza Premium Lounge
Top In Class Award: Plaza Premium Lounge
Other international airports
Best Supporting Partner Award: McDonald’s at Penang International Airport
Top In Class Award (MASB): McDonald’s at Penang International Airport
The awards were presented by Puan Faizah Khairuddin, Senior General Manager, Commercial Services at Malaysia Airports, before more than 200 participants representing more than 100 companies at the one-day conference last week.
Puan Faizah Khairuddin said: “This year’s Excellence Awards are an enhancement of our previous year’s, thanks to feedback from our business partners. This is important as we evolve continuously and work together to strike a mutually beneficial partnership and our concessionaires are committed not just to perform, but to out-perform.
“The Excellence Awards serve both as a recognition and encouragement to our concessionaires to always strive for the best.”
Malaysia Airports’ annual Concessionaires Conference was first held in 2009 with the aim of fostering a closer working relationship between Malaysia Airports and its concessionaires. The conference is seen as a platform for Malaysia Airports’ concessionaires to learn from industry experts and network with peers from other industries. The Excellence Awards were first introduced at the event in 2011.
Speakers at the Malaysia Airports’ Concessionaires Conference 2012 included Dato’ James Dawos Mamit (Deputy Minister, Tourism Malaysia), Martin Moodie (Founder and Chairman of The Moodie Report/The Foodie Report), Matt Briant (Regional Mobile Platform Director of Dentsu Möbius Pte Ltd), Orvel Ray Wilson (Certified Professional Speaker of Guerilla Sales Trainer), Christian Charlton (Sales Director of Hewlett-Packard [M]) and Rohn Rajen (Principal Consultant from Human Capital Group Asia Limited).
Puan Faizah added: “It is an undisputable fact that non-aviation revenue is fast becoming a major source of airport revenue around the world. In Asia Pacific where air travel is on the rise, airports around the region are competing fiercely for a piece of this lucrative pie.
“Malaysia Airports is no different. Our core customer base has expanded beyond air travellers and the airlines to include a broader range of stakeholders that we cannot afford to ignore – our tenants, our development partners, employees, and visitors. It is vitally important for all parties to work hand in glove to achieve our common goals and objectives.”
About the Excellence Awards
Moment of Truth Award
The Moment of Truth Award recognises a concessionaire which has gone the “extra mile” in ensuring the satisfaction of passengers. The selection criteria took into account the customer feedback management and process, investment in soft skills training such as grooming, self-conduct, motivational courses, product knowledge and other customer value added services such as after sales service, free gift wrapping and other conveniences for customers.
Out of the Box Award
The Out of Box Award recognises a concessionaire which has built its brand and product through out-of-the-box marketing initiatives. The selection criteria includes creativity and out of the box in-store marketing initiatives, outlet façades, ambience and layout design, window display and merchandising such as fixtures, fittings and product display.
Best Supporting Partner Award
This award recognises a concessionaire which has had a good relationship with Malaysia Airports and has been supportive towards its expectations and initiatives. The selection criteria are based on the business relationship and compliance to guidelines and requirements of Malaysia Airports and regulatory agencies. Active participation in marketing initiatives, events and other airport activities are an added advantage.
Top In Class Award
The Top In Class Award recognises concessionaires which have excelled in business performance and been compliant to all operational standards set by Malaysia Airports. In addition to that it also recognises concessionaires which have been exemplary in their customer service and outlet concepts.
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