Another complex janitorial services transition – flawlessly executed.

罗利达勒姆 International Airport (RDU) has played a central role in the growth of the Research Triangle Region since 1938, with business and leisure traffic reaching a peak of 14.2019年将达到200万.

“We’re committed to providing a world-class customer experience.”

-Stephenie Hawco, Director of Media Relations, RDU

2021年，RDU排名第三.D. Power for customer service in their large 机场 category. Stephanie Hawco, Director of Media Relations for RDU said “We’re committed to providing a world-class customer experience, …everything from checking in to (getting) your ticket, 皇冠体育如何处理您的行李, what’s available in terms of concessions inside the terminal, 皇冠体育的设施本身. 这些对皇冠体育来说真的很重要.”

所面临的挑战

In the face of rebounding passenger counts (January 2022 counts were 112% higher than 2021), RDU began to note inconsistencies in the cleanliness of their terminals and remote facilities. The main cause appeared to be a shortage of engaged, 现场经理和主管, this created a lack of oversight at the 机场 and an inability to determine whether employees were staying on site, 完成他们的清洁任务, 一旦他们打卡下班.

When the current janitorial contract was up for renewal in 2021, RDU put their janitorial services program out to bid and asked participants to provide facilities services solutions that would not only address the current challenges in today’s RDU – but put the 机场 on the path to ascend to the top spot in J.D. Power’s upcoming rankings as the 机场 continues its progress toward completion of its 2040 vision.

解决方案

RDU的领导班子选拔 旗舰 航空 服务 to provide a suite of innovative facilities services in both Terminal 1 and 2, 以及在他们偏远的建筑里. Those services include janitorial, pest control, and high reach detail cleaning, all supported by 旗舰店的 Intuition work order system, powered by TRAX.

As the newly selected janitorial services provider, 旗舰 began planning the program’s implementation 90 days ahead of our first scheduled day at RDU – February 1, 2022. Our goal was a well-managed transition whose timelines and processes were communicated clearly to existing facilities services employees, RDU和社区的涉众.

皇冠体育创建了一个特定于客户端的网页, designed to keep the incumbent provider’s employees up to date on the planned transition, and give them the opportunity to proactively express interest in working for 旗舰. We value the current staff and their familiarity with the 机场 and its idiosyncrasies and want them to be able to easily learn about 旗舰 以及皇冠体育的机会.

We triaged RDU’s facilities’ issues and developed a work plan that addressed the most egregious areas first – the most visible and the most impactful to the traveling public and employees.

We know from experience that restroom facilities at busy 机场s can be the most challenging in terms of consistency of cleanliness and excellence of customer experience. 皇冠体育的清洁 & Inspect system supports scheduled cleaning as well as demand-based cleaning triggered by real-time traffic counts of restroom usage.

That level of flexibility is combined with the expertise of Restroom Appearance Technicians, dedicated to ensuring that everything in RDU’s restrooms is operating optimally and providing an elevated customer experience as a result.

结果

旗舰 was thrilled to welcome ~90% of the current janitorial staff to our new RDU team. Their eagerness to continue to serve RDU is amazing and has resulted in an all-female team of assistant managers, 、监事.

Ahead of our first shift on February 1 – every team member showed up early to begin training on the new equipment and cleaning processes. Training on the equipment was provided by Karcher, 脑公司, 承租人与庄臣, 在新的RDU站点经理的支持下 旗舰 地区经理.

We deployed our crews according to our implementation plan – and made a huge impact on the most challenging and visible areas of RDU’s terminals during the first several weeks.

与TRAX合作, we installed new technologies designed to automatically monitor high impact areas (like restrooms) and collect real time feedback on the condition of those areas to ensure they are always ready for the traveling public – improving the passenger experience for an 机场 already recognized for its customer service.

“We are excited about the opportunity to serve 罗利达勒姆 International Airport – it’s in a vibrant, 日益增长的地区, with many high profile educational institutions and life sciences organizations. We are committed to doing our part to make RDU the best large 机场 in North America – a 旗舰 机场!” said Dan Lent, Vice President of Operations for 旗舰.