Airport Management and Customer Service Training Simulation Game
Airport is a role-playing business simulation that shows the way the entire airport operates, and how important is good customer service. The game is played by teams of 3-4 people, where every team is responsible for their terminal of a large airport. In the beginning each team builds its terminal, and then manages it during the course of the game, performing the key functions – passenger check-in, security checks, and boarding, as well as servicing planes at gates. The task of every team is to achieve the best financial result – profit, maintaining a high level of customer service and the increasing passenger traffic.
- Increased customer focus of the airport’s employees.
- Helicopter view on airport management.
- Understanding, how the airport makes money.
- Understanding, how a decision made by any employee has an effect on the airport’s profit.
- Improved communication among different functions of the airport.
- Employees of one function will understanding importance of others.
- Experience in other roles in the airport.
- Understanding of importance of delays– how a delay in one area holds back the next and then the next and results in financial loss to the airport.
- All airports’ front line employees, especially customer service agents, gate agents, security staff and the ground service personnel.
- Middle and junior level management of the airport.
The game consists of 4 consequent core modules. The game modules are played consequently, every module taking approximately 4 hours to play.
Each team builds its terminal and equips it during this module. Here the teams work with physical mini models of an airport. Format – construction game.
The teams enter into flight service contracts with airlines, check in passengers for these flights, and, possibly, service some additional flights. Format – role play.
Servicing of Aircrafts
In this module, each team works on the airfield – receiving and dispatching planes, escorting them to the ramp, transporting passengers to and from the plane, loading and unloading luggage, loading and filling with supplies, etc. Format –board game.
Security Checks and Boarding
In this module teams inspect the passengers and board them on the plane. Format – role play.
Takes place at the end of every core module. In life airports should make part of their money by renting out sales areas to various businesses. This process is reflected in the Commercial Module that takes place at the end of every core module.
STRUCTURE OF THE GAME IN EACH MODULE
At the beginning of each module players study detailed instructions of the following part of the game. Then they prepare for the play, and develop their own internal rules and procedures for that module.
Then the players play the module. Sometimes the instructor can stop the module, and give the teams some time to re-consider their internal rules and procedures, and improve them.
At the end of every core module players play the Commercial Module. Then each terminal receives feedback from all players and trainers, as to the right and wrong decisions taken and customer satisfaction.
At the very end every airport prepares its financial reports and makes public the main financial KPIs–number of flights and passengers serviced terminal’s profit and etc.
What additional goals can be reached by using the «Airport»?
Increase of employee’s involvement
Increasing employee’s loyalty. Increasing the involvement of personnel. Introducing to the corporate culture and values. Game-based introduction to new processes or procedures in the airport.
Possible training topics to be taught by the game
Customer focus. Understanding the way the airport business operates as a whole, seeing a large picture of all processes involved. Systems thinking. Decision making.
Adaptation, evaluation and development
Adaptation of new employees. Increasing efficiency of the introductory course to the company. Evaluation of employee’s skills and competences.
- Playing time–16-18 hours (including feedback).
- Group size – 16 participants.
- Participants receive some work material for the analysis of strategies, taking notes of the realizations and making plans of the future development.
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