Report by Mark Caswell
Customer-facing staff at Gatwick airport are being given coaching by the head concierge of five-star London hotel The Goring, ahead of this year’s Olympics and Queen’s Jubilee.
The move follows findings by the Airport Passenger Panel - an independent body of experts brought together by Gatwick airport – which identified “top notch service” as a defining factor in an airport experience.
The Goring’s head concierge John Andrews is running workshops with Gatwick’s concierge staff, porters, team leaders and information and passenger assistants, aimed at ensuring passengers benefit from the same “subtle but flawless assistance” provided by the luxury hotel.
Gatwick employs a team of seven multi-linguist concierges, who are available in the airport’s check-in terminals and are “specifically tasked with assisting passengers with any queries as they make their journey through the airport”.
For more information visit gatwickairport.com, thegoring.com.
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