Terminal and Landside Operations Training Course: Mastering the Passenger Journey and Facility Management

Terminal and landside operations are the first and last impressions an airport makes on its passengers, and their efficient management is crucial for safety, security, and customer satisfaction. This training course is designed to provide airport professionals with a comprehensive understanding of the complex and interconnected processes that take place outside of the airside environment. Participants will learn how to optimize passenger flow, manage ground transportation, and ensure the operational readiness of all terminal facilities. The program emphasizes a holistic approach, where all departments work together to create a seamless and positive experience from the moment a passenger arrives at the airport.

This course goes beyond day-to-day management, focusing on strategic planning and problem-solving in a high-traffic environment. Through a combination of expert-led instruction, interactive workshops, and real-world case studies, you will gain hands-on experience in managing unforeseen events, coordinating with various stakeholders, and using data to make informed decisions. By the end of this course, you will be equipped to lead terminal and landside operations with confidence, ensuring that your airport operates safely, efficiently, and with a focus on delivering a world-class passenger experience.

Target Audience

  • Airport Terminal Operations Managers
  • Landside Operations and Ground Transportation Staff
  • Airport Security and Law Enforcement
  • Customer Service Managers and Staff
  • Retail and Commercial Managers
  • Facility and Maintenance Managers
  • Airport Planning and Development Staff
  • Public Relations and Communications Personnel

Duration

5 days

Course Objectives

Upon completion of this course, participants will be able to:

  • Understand the interconnectedness of all terminal and landside operations.
  • Optimize passenger flow and enhance the customer experience.
  • Manage and coordinate ground transportation systems effectively.
  • Ensure the operational readiness and safety of all terminal facilities.
  • Develop and implement emergency procedures for landside incidents.
  • Coordinate with all relevant stakeholders, including tenants and external agencies.
  • Utilize data and technology to improve operational efficiency.
  • Implement best practices for terminal security and access control.

Course Content

Module 1: Introduction to Terminal and Landside Operations

  • The role of terminal and landside in the passenger journey
  • The relationship between airside and landside operations
  • Overview of international standards and best practices
  • The importance of a seamless, multi-modal transportation hub
  • Case studies of efficient terminal and landside management

Module 2: Passenger Flow and Facilitation

  • Analyzing and optimizing passenger flow from curb to gate
  • Strategies for managing queues and reducing wait times
  • The role of technology in passenger facilitation (e.g., self-service kiosks, biometrics)
  • The importance of clear signage and wayfinding
  • Managing the flow of departing, arriving, and transfer passengers

Module 3: Ground Transportation Management

  • Coordinating with taxis, ride-sharing services, and public transportation
  • Managing parking facilities and revenue control
  • The importance of a well-organized drop-off and pick-up area
  • Planning for bus and shuttle operations
  • The role of technology in ground transportation

Module 4: Terminal Security and Access Control

  • Implementing security protocols for landside and terminal access
  • The role of CCTV and surveillance in a public area
  • Coordinating with law enforcement and security personnel
  • Procedures for managing security incidents and threats
  • The importance of a robust access control system

Module 5: Emergency Planning and Response

  • Developing emergency procedures for landside incidents
  • Coordinating with emergency services for a quick response
  • Procedures for terminal evacuations and shelter-in-place
  • The role of the Emergency Operations Center (EOC)
  • Managing communications with the public during a crisis

Module 6: Facility Management and Maintenance

  • Ensuring the operational readiness of all terminal systems (e.g., HVAC, escalators)
  • Implementing a proactive maintenance and cleaning schedule
  • The importance of energy management and sustainability
  • Managing construction and renovation projects in a live terminal
  • The role of janitorial and cleaning staff in the passenger experience

Module 7: Commercial and Retail Management

  • The role of commercial activities in airport revenue
  • Managing relationships with retail and food & beverage tenants
  • Optimizing the layout of commercial spaces
  • Analyzing customer spending habits and trends
  • The importance of a diverse and appealing commercial offering

Module 8: Stakeholder Coordination

  • Collaborating with airlines, ground handlers, and tenants
  • Working with external agencies and public officials
  • The importance of a coordinated approach to problem-solving
  • Developing strong communication channels and protocols
  • Managing public relations and community engagement

Module 9: Data Analytics and Performance Metrics

  • Using data to measure operational efficiency and customer satisfaction
  • The role of performance metrics and KPIs
  • Analyzing foot traffic and queue times
  • Using data to optimize staffing and resource allocation
  • The importance of a data-driven approach to management

Module 10: Practical Application and Case Studies

  • Group exercise: developing a plan to manage a ground transportation issue
  • Scenario-based problem-solving for terminal incidents
  • Case study analysis of real-world landside operational challenges
  • Final examination and review of key principles
  • Developing a personal action plan for terminal and landside management

CERTIFICATION

  • Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate

TRAINING VENUE

  • Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.

AIRPORT PICK UP AND ACCOMMODATION

  • Airport Pick Up is provided by the institute. Accommodation is arranged upon request

TERMS OF PAYMENT

Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent to info@macskillsdevelopment.com

For More Details call: +254-114-087-180

 

Terminal And Landside Operations Training Course: Mastering The Passenger Journey And Facility Management in Bahamas
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