Nov 13, 2012 - a server materializes quickly to take your order. ..... hidden in the British ... sales for jewelry/acces
SPECIAL EDITION: CONCESSION HONORS
Centerlines
2012 ACI-NA Concession Conference November 13, 2012 Denver
2012 ACI-NA Concessions Contest featuring Richard A. Griesbach Award of Excellence and the Concessions Person of the Year
Richard A. Griesbach Award of Excellence
Section 1
Untitled
Sacramento International Airport
The goals for the new concession program at Sacramento International Airport’s Terminal B are to provide a mix of local, regional and national market presence, create a “sense of place” reflective of Sacramento’s role as the Gateway to Northern California, and maximize sales through competition. Concessionaires include locally sourced and seasonal ingredients, products and merchandise in their menu selections and merchandise offerings in the stores. Street side restaurants created by local restaurateurs have been successfully transformed into walk-up quick serves and other restaurants 2
Richard A. Griesbach Award of Excellence
Sacramento International Airport have been replicated to include décor and finishes similar to the downtown locations. The combination of brand identity through use of similar design and consistent menu offerings reinforce Sacramento’s culinary identity. The addition of patio seating within the sunlight filled food court blend into Terminal B and the open design creates easy shopping opportunities for passengers on the way to their gates. Terminal B has strong design standards, attractive storefronts and an inviting shopping atmosphere. As passengers emerge from the security checkpoint they are greeted by a large sunlight-filled food court. On the transfer level pre-security, all passengers pass the retail stores and restaurants on their way to the concourse. This area was also designed to include spacious comfortable waiting areas for family and friends anticipating their arriving passengers. While waiting, CONCOURSE AND TERMINAL B Opened October 2011 In first 9 months, $21.2 million in gross sales − up 14% 61% of space devoted to local firms Airport website
shopping and dining is a must
ACI-NA Board Chair Dave Edwards and ACI-NA President Greg Principato look on as Sacramento International Airport celebrates its Griesbach award. From Sacramento: Donna Scranton, G. Hardy Acree and Angela Hourigan.
since this area provides visibility of passengers arriving from the concourse via the automated people mover through open stores fronts facing the route to baggage claim. Departing passengers continue from the transfer level via the automated people mover through the security checkpoint and are greeted by a large open sunlight filled food court with a high ceiling and public art that further enforces the Sacramento sense of place.
Slides of Terminal B 3
Concessions Person of the Year
Zenola Campbell
VICE PRESIDENT, CONCESSIONS
Dallas/Fort Worth International Airport
LETTER OF NOMINATION: Zenola Campbell continues to set the standard in the aviation industry for operating a modern, open and customer-focused airport concession program. Campbell is responsible for one of the largest airport concession programs in North America: 252,000 square feet of potential concession space spread over five terminals. Her coordination and leadership have taken the program from $206 million in gross receipts in 2006, when she began her tenure at DFW, to $267 million in
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Concessions Person of the Year
Zenola Campbell ACCOMPLISHMENTS
DFW, to $267 million in 2011, a 30% increase during a challenging business
$267M − 2011 Gross receipts, up 30%
climate.
since her arrival in 2006.
Benefitted by the training she received from the Airport Management Professional
Re-leased Terminal A and one-third of Terminals B and E.
Accreditation Program, Campbell has involved all stakeholders in concessions
Using market research data to determine customer preferences and key concepts.
first-time proposers, and other airport departments – and made sure that they feel
planning – the airport board, our owner cities, air carriers, current concessionaires, they have played a part in the program’s success.
Working to bring concessions closer to the gate hold rooms.
The greatest example of this has been Campbell’s challenge to re-lease 179
Using the airport’s website in the RFP process.
Improvement Program, a seven-year, phased renovation of the airport’s four
concession locations by 2017 through the Airport’s Terminal Renewal and original terminals A, B, C and E. and re-leasing 66 original spaces in International
Sponsored multiple “How to Become a Concessionaire” workshops.
Terminal D.
Obtained 35% participation rate of minority- and women-owned businesses.
“The Healthiest Airport in North America” is how Campbell would like for DFW to be known. To accomplish this, she regularly encourages our concessionaires to provide healthy options and this is now a requirement in the RFP process. Zenola Campbell has achieved a top-tier program for the airport industry, and she continues to build on that success. Jeffrey P. Fegan, CEO
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Best New Food and Beverage Concept – Full Service: 1st Place
Columbia Restaurant Café TAMPA INTERNATIONAL AIRPORT Airside E
OLD WORLD CHARM AND THE TASTE OF TAMPA Nothing says “Welcome to Tampa” better than biting into a signature Original
Operator: HMSHost
Tampa Cuban Sandwich found only at the original Columbia Restaurant. The most
Airport website
authentic taste of Tampa, the Columbia Restaurant Café boasts the same level of
“We couldn’t be happier about bringing this concept to the airport.” − Airport CEO Joe Lopano
customer service, family recipes and famous home-cooking as its multi award-winning, critically acclaimed originator, which was
Annual Sales
founded in 1905.
Per Square Foot
$724
Serving breakfast, lunch and dinner, there isn’t a
View more slides of the Columbia Restaurant Café.
time of the day where guests can’t dive into this menu that bursts with Cuban classics including sandwiches, empanadas, and amazing entrees and salads. Another rarity for an airport restaurant is the availability of the Columbia Restaurant’s private label 6
wines from
To further guarantee the validity of this experience, Columbia
Spain,
Restaurant Café’s staff participates in an extensive training
California and
program fervently infused with five generations of celebrated
Argentina.
customer service, ensuring that all members of the staff are
Walking into the
equally knowledgeable about every aspect of the food and drink
Columbia
served as well as the expected level of customer service.
Restaurant Café is like stepping into someone’s home, being doted upon and reveling in the warmth and ACI-NA President Greg Principato presents the first
comforting
place honor for Best New Food and Beverage
welcome of a
Concept – Full Service to Thomas Frickle of HMSHost. ACI-NA Board Chair Dave Edwards looks on.
succulent meal. The Columbia Restaurant Café
simply explodes with character and its design is absolutely indicative of the amazing record that this iconic establishment has solidified in Tampa history. The only items that truly scream the 21st century are the few flat screen TVs tucked amongst the history on the walls.
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Best New Food and Beverage Concept – Full Service: 2nd Place
Cafeteria 15L SACRAMENTO INTERNATIONAL AIRPORT
URBAN CHIC WITH TOUCHES OF NOSTALGIA
Terminal B: Post Security
In line with Sacramento International Airport’s goals for its new concession
Operator: SSPAmerica
program, Cafeteria 15L’s buildout provided local restaurateur, Mason Wong, the opportunity to expand his brand into the airport. By eating at the restaurant that is
Airport website
a replication of the original’s street side location, travelers are now able to
“This airport location definitely competes among the best and represents Sacramento well.”
experience an authentic slice of Sacramento and can taste the region’s
“Best airport food I ever had! Terrific service.”
abundance of flavors without leaving the
– Reviews on Yelp
airport. Cafeteria 15L is
Annual Sales Per Square Foot
$1,074
a local brand specializing in
View more slides of the Cafeteria 15L.
regional flavor. It is a chic urban kitchen known for its "Good Food. Good Friends. Good Times." Guests can anticipate a menu serving all day, offering whimsical California versions of classic American dishes, stylish and warm decor with 8
stations and a pokey line. A hostess shows you to your table and a server materializes quickly to take your order. It is the operator’s goal to deliver quality food and excellent customer service by inspiring a "spirit to serve" attitude in our team members. It has implemented a FeedBack program where customers can scan a unique QR code to give direct comments on their experience.
ACI-NA President Greg Principato presents the second place honor for Best New Food and Beverage Concept – Full Service to Donna Scranton and Angela Hourigan of Sacramento International Airport. ACI-NA Board Chair Dave Edwards looks on.
friendly and genuine service. For travelers in a hurry, the restaurant also offers everything on the menu to-go and a few select items have been prepared in advance so no waiting is necessary. Nostalgia and comfort are what Cafeteria 15L is all about. The restaurant is big and open, yet seating is arranged to foster intimacy. Despite its name, the restaurant doesn’t have trays, 9
Best New Food and Beverage Concept – Full Service: 3rd Place
Mill Street Brewery Pub TORONTO PEARSON INTERNATIONAL AIRPORT Gate D20 in Terminal 1
GREAT BEER LIVES HERE The Greater Toronto Airport Authority has made a commitment to create unique
Operator: SSP America
and memorable experiences for their guests at the airport and to showcase the
Airport website
best of what Toronto and the region have to offer, and Mill Street Brewery is a great example of that. Based in Toronto, Mill
“Calamari and Caesar salad at this
Street has gained a reputation for offering
place was a welcome reprieve from
unique, award-winning beers in draught,
what is usually unsuccessful airport
bottles and cans across Canada. Mill
dining. Very friendly service.”
Street Brewery Pub in Pearson provides travelers with a top-notch brewery pub
– Review on Urbanspoon
experience serving exceptional food and ales on tap. In addition to their legendary beer, the Mill Street Brewery Pub offers travelers exceptional pub style food. The new
Annual Sales
airport location pairs menu items with
Per Square Foot
$2,057
draught beer suggestions for a truly View more slides of the Mill Street
memorable food and drink experience.
Brewery Pub.
Don’t be amiss that even celebrities have 10
enjoyed eating
The abundance of passengers in Terminal 1 creates a need for
here.
restaurants to be open for breakfast, lunch, dinner and a late
The restaurant features rich red and cinnamon
night meal, which Mill Street Brewery Pub satisfies. It has implemented a FeedBack program where customers can scan a unique QR code to give direct comments on their experience.
tones, deep textured wood panels, and sleek copper panels that complement contemporary wood ACI-NA President Greg Principato presents the third
upholstered
place honor for Best New Food and Beverage
furniture and
Concept – Full Service to Les Capetta of SSP
the backdrop
America. ACI-NA Board Chair Dave Edwards looks
brick wall, a
on.
signature element found
at every Mill Street Brewery location. The signature frosted beer tap extending down from the ceiling reinforces the strong brand presence of Mill Street Brewing Co. and drives home the fact that “Great Beer Lives Here.” Travelers unable to stop in for a bite can pick up conveniently packaged items to go from the take out area adjacent to the restaurant/bar.
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Best New Food and Beverage Concept – Full Service: Honorable Mention
Javi’s AN UNCOMMON OF AIRPORT EATERY
JOHN WAYNE AIRPORT Terminal C
Conceived from the award-winning Javier’s Cantina & Grill, Javi’s embodies the
Operator: HMSHost
essence, atmosphere and sublime edible offerings of its Mexican originator. The restaurant delivers on the airport’s “promises to bring the flavor of Orange County
Airport website
to John Wayne Airport and, importantly, the
“Never in an airport have I had such good food! So good to see that airports are finally offering a better dining experience!” – Recent customer
variety that passengers have asked for.” Offering up a robust menu, uncommon of a typical airport eatery, Javi’s presents the famed taste of Orange
Annual Sales Per Square Foot
$667
County to travelers at John Wayne Airport. It stays true to restaurateur Javier
View more slides of Javi’s.
Sosa’s mission to immerse Javi’s guests in home-style Mexican dishes. Travelers might feel the urge to confirm that they are still actually in the airport and to give their passports a once over for a Mexican stamp. 12
The entrance
staff are equally knowledgeable about every aspect of the food
to Javi’s is
and drink served as well as the expected level of customer
reminiscent of
service.
the favorite corner of the original Javier’s Cantina & Grill established in Newport Beach in 1995. Every element of Javi’s lends ACI-NA President Greg Principato presents the
itself to a
honorable mention honors for Best New Food and
Mexican
Beverage Concept – Full Service to Thomas Frickle
romance – the
of HMSHost. ACI-NA Board Chair Dave Edwards
warm woods,
looks on.
arches, metals, lighting,
intricate designs of the bar back and sconces – all so very inviting, comforting and providing of a needed alcove of pleasure and relaxation for the traveler. To further guarantee the validity of this experience, Javi’s staff participates in the same rigorous training program required of the staff at Javier’s Cantina & Grill; ensuring that all members of the 13
Best New Food and Beverage Concept – Quick Service: 1st Place
Napa Farms Market SAN FRANCISCO INTERNATIONAL AIRPORT
NAPA FARMS MARKET STRIVES FOR A NATURAL FIT
Terminal 2
San Francisco International Airport wanted to become the first Silver LEED
Operator: Tastes on the Fly
certified airport terminal in the country. They chose concessionaires, in part, who would be
Airport website
best able to help them advance this goal. Napa Farms Market was
– Yelp
a natural fit. The core of the Annual Sales Per Square Foot
$1,063
View more slides of the Napa Farms Market.
marketplace is sustainability, demonstrating the tenets of the Slow Food Movement and showing travelers that good food and earth‐friendly practices go hand in hand. The vendors in the market where chosen for their commitment to these principles. Napa Farms Market supports San Francisco Airport’s Sustainable Food Policy with displays that promote healthy eating and environmental stewardship. Its portion sizes support good health and we offer child-appropriate portions. The organic
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agricultural
cheeses and Vino Volo wine bar. The wide variety of grab and go
products are
items include fresh‐made locally‐sourced salads and sandwiches.
primarily from Northern California and they have not been genetically modified.
Tastes on the Fly relied on BCV Architects, with its significant experience with market halls, restaurants and retail, to form the new brand of Napa Farms Market. This concept introduces an innovative urban distribution point for farm fresh and artisan product. As a complement to the Bay Area’s iconic destination markets, Napa Farms Market is sustainably designed and showcases the high quality product that this food‐centric region
Napa Farms
is known for, at the threshold to the city. The design is green,
market is a
organic, modern, fresh, inventive, efficient, interactive and
celebration of
educational.
Northern ACI-NA President Greg Principato presents the first
California’s food
place award for Best New Food and Beverage
and wine
Concept – Quick Service to Michael Levine of
culture. Inspired
Tastes on the Fly. ACI-NA Board Chair Dave
by the world‐
Edwards looks on.
famous San
For Napa Farms Market, the operators accelerated its customer service focus with a full‐time shopper personal assistant. Her job is to educate guests on the origins and back‐stories of the food we sell, answer questions and generally help customers navigate the market quickly.
Francisco Ferry Building Marketplace and the historic Oakville Grocery in Napa Valley, it is an extension of the region’s agriculture bounty and innovative food community. Serving breakfast, lunch and dinner, Napa Farms Market offers food stations from Food Network star, Tyler Florence, and beloved local companies including Equator Coffee, Kara’s Cupcakes, Acme Breads, Cowgirl Creamery
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Best New Food and Beverage Concept – Quick Service: 2nd Place
Mediterranean Bistro NEWARK LIBERTY INTERNATIONAL AIRPORT
TRADITIONAL MIDDLE EASTERN FARE PLUS MORE
Terminal B
The Port Authority of New York and New Jersey identified a need for an enhanced
Operator: Midfield Concession Enterprises/ Westfield
food and beverage service offer in post security locations of Newark’s B3 satellite,
Airport website
the authority
which handles international flights with long passenger dwell time. Westfield and identified a new location which was previously used as a passenger staging area. Mediterranean Bistro is a new
Annual Sales Per Square Foot
$1,824
local concept. Mediterranean Bistro offers authentic and
View more slides of the Mediterranean Bistro.
traditional Middle Eastern fare. The concept offers an expansive menu including healthy low carb salads, authentic hummus and tabbouli, falafels and amazing shish kabob’s, along 16
with hamburgers and sandwiches for customers looking for an American dining experience before they board their international flight. It’s safe to say that the Mediterranean Bistro has something for everyone. It has a full service bar with a wide range of cocktails, beers and wines to choose from. The main focus of the new design showcases the vitality and excitement of shopping and dining. The tenant boundaries are visually blurred by the incorporation of open and transparent storefronts where interiors are highlighted and innovative merchandising brings the passengers closer to the products. Blue accents reminiscent of the Mediterranean waters can be seen in the tenant signage, glass partitions and wall murals depicting your typical romantic Greek island scenery. Like most Greek island eateries, restaurants celebrate the outdoor space and this particular restaurant provides a very expansive dining area which spills out onto the rest of the terminal as an “outdoor “patio. Staff members are provided with regular training classes by Midfield Concessions and Westfield to ensure that the world class customer service continues. Westfield and the authority conduct monthly mystery shops to provide feedback to staff and management.
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Best New Food and Beverage Concept – Quick Service: 3rd Place
Barista CHICAGO MIDWAY INTERNATIONAL AIRPORT
ITS LIME GREEN AND BROWN, CATCHES THE EYE
Operator: MAC One Midway
The Chicago Department of Aviation wanted to build a dynamic, contemporary
Airport website
food and beverage outlet that is both cutting edge in design and a strong revenue producer from only 104 square feet of previously unused space. It opened in April, and quickly became a popular spot for passengers utilizing two gates where no food and beverage was Annual Sales Per Square Foot
$3,157
previously sold. Barista offers delicious, freshly prepared premium coffee beverages, pastries, and toasted
View more slides of the Barista.
panini sandwiches 18
along with chilled beer, wine, and cocktails. The unique Barista sign and an eye catching, under lit, curved facade bring immediate attention to this space. In bold lime green and brown, the smooth, reflective surface of the bar area hints at airplane design. Sophisticated hand blown glass pendants light the space and draw attention to its unique features. Inside, given Barista’s small footprint, every ingredient and element must have its pace. The layout of the interior of the space has been designed for efficient operation to ensure the best possible customer experience outside. As an organization, MAC One believes that the most effective way to deliver truly high levels of customer service is to remain dynamic. In doing so, the company carefully watches consumer behavior in order to bring to market concepts like Barista that are both unique and have broad consumer appeal. Each Barista team member is specifically trained in preparing Barista’s unique menu items. Feedback from customers and periodic “mystery shoppers” allows MAC One to continually strive to improve the guest experience.
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Innovative Use of Non-Traditional Retail Space
HMSHost JUDGES’ SPECIAL RECOGNITION
Beaudevin Wine Bar, Chicago O’Hare
Bubbles Wine Bar, O’Hare
Wicker Park Seafood & Sushi, O’Hare
First Flight, Tampa International Airport
Tortas Frontera, O’Hare
Cigar City Brewing, Tampa
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Best Green Concessions Practice or Concept: 1st Place
Organics Waste Recycling Program MINNEAPOLIS-ST. PAUL
16 TONS OF FOOD SCRAPS COMPOSTED MONTHLY
INTERNATIONAL AIRPORT
The Metropolitan Airports Commission continuously seeks ways to minimize its
Terminal 1-Lindbergh
environmental impact, including reducing the amount of waste generated at
Operators: Metropolitan Airports Commission, HMSHost and ABM Janitorial
Minneapolis- St. Paul International Airport. An audit found nearly 30 percent of the
Airport website
organic in nature and could
restaurant waste was potentially be collected for composting. The audit made clear the need for an organics recycling program that would divert as much organic waste as possible utilizing this environmentally preferred method of disposal. Phase one of the Organics Waste Recycling program
View the program’s slide show.
began in 2010 with involvement from three full-service restaurants in MSP’s Terminal 1-Lindbergh North Mall area. The program was wildly successful in its first year with more than 80 tons of 21
organic waste being diverted for composting. The success has only grown as phases two through four have been implemented throughout the terminal. More than 16 tons of organic matter from 28 quick- and full-serve restaurants is now diverted from the waste stream each month. To date this program has been responsible for recycling more than 300 tons of organic waste. The final phases of this program, which are anticipated to be in place by mid 2013, will involve all 66 food concepts throughout both terminals at MSP Airport. Of the existing full-serve and quick-serve restaurants located in Terminal 1-Lindbergh, 46 percent are currently participating in the Organic Waste Recycling Program. The Organics Waste Recycling program has been designed to be seamless and unobtrusive to daily airport and restaurant operations. All waste is gathered out of the customers’ view. To minimize operational impact to the restaurants, ABM waits to collect the waste until 10
ACI-NA President Greg Principato presents the first place award for Best Green Concessions Practice or Concept to John Green and Eric Johnson of Minneapolis-St. Paul International Airport. ACI-NA Board Chair Dave Edwards looks on.
p.m. The commission collaborated with HMSHost to identify the best placement and locations for collection bins. The commission holds regular team meetings to discuss the program’s effectiveness and possible changes that may need to be implemented. As a result of feedback gathered from the project team, the commission will create a bin/cart washing station and new organic waste compactor area in 2013.
22
Best Green Concessions Practice or Concept: 2nd Place
The O’Hare Urban Garden CHICAGO O’HARE INTERNATIONAL AIRPORT
TOWERS OF GREEN GREET AND FEED TRAVELERS
Operator: HMSHost
Producing and purchasing locally-grown foods supports the Chicago Department
Airport website
of Aviation’s commitment to sustainability by strengthening the local economy and job market, providing a unique learning opportunity for travelers, and reducing urban sprawl, traffic congestion, habitat loss, and pollution from
1,100 plants
transportation of produce. The O’Hare Urban Garden meets this goal. The Urban Garden provides on-site fresh herbs and produce to select HMSHost restaurants in the airport. Its year-round cultivation requires View more slides of the O’Hare Urban Garden.
reduced resources such as no soil, less space, and
two-thirds less water via its water cycling than a conventional garden. The beauty, tranquility, and cool-factor of the Urban Garden alone draws travelers in, educating
23
them with an
The Urban Garden consists of 32 towers, each 30 meters in
exhibit display
diameter and eight feet high, sprawled with lush herbs and
and further
vegetables, and floating above a 20 gallon reservoir of a nutrient-
enhancing their
rich solution. Basking in the union of natural sunlight and the light
dining and
of halide grow lamps suspended above, the towers are
traveling
incrementally misted and submerged into their respective lakes
experience.
below. Inhabiting a mere 928 square feet between two terminals,
In as little as four to six
traveler who catches a glimpse of it.
weeks, the
HMSHost associates who maintain the Urban Garden and harvest
garden harvests
its produce participate in an extensive agricultural education and
a
training program.
ACI-NA President Greg Principato presents the
mouthwatering
second place award for Best Green Concessions
assortment of
Practice or Concept to Cortez Carter of Chicago
herbs and
O’Hare International Airport. ACI-NA Board Chair
vegetables
Dave Edwards looks on.
the visual of the Urban Garden commands the attention of every
including green beans, Swiss
chard, sweet basil, purple basil, cilantro, dill, parsley, chives, Bibb lettuce, gourmet lettuce mix, habanero peppers, edible viola flowers, edible nasturtium flowers, thyme, oregano, and red lettuce. After the produce is harvested, remaining plant stubs quickly regenerate for another cycle of growth and production. It is also an oasis for contemplative tranquility as travelers can relax with refreshments in the comfortable seating areas surrounding the garden. 24
Best Green Concessions Practice or Concept: 3rd Place
SFO Sustainable Food Policy SAN FRANCISCO INTERNATIONAL AIRPORT Terminal 2
EATERIES EMBRACE SUSTAINABLE FOOD POLICY One of the primary goals for San Francisco International Airport was to develop a
Airport website
Sustainable Food Policy for the food and beverage tenants that would reflect the overall goal to make
“This place is super clean and modern,
Terminal 2 the most
and eco-friendly. There's also a yoga
sustainable terminal in the
room! The whole place is quite zen!”
country. A 16-point Sustainable Food Policy was developed and inserted
“This place has seriously amazing food. This terminal makes you want to arrive for your flight 2 hours early and stay that much longer.”
into all of the Terminal 2 food and beverage leases. Tenants are required to comply with seven goals, and, to the greatest extent
– Reviews on Yelp
Annual Sales Per Square Foot
$882
possible, comply with an additional nine goals. Tenants have complied with the Sustainable Food Policy as evidenced by audits. By requiring that food and
View the slides on this Sustainable Food Policy. 25
beverage
Consistent with the sustainability goals for the terminal,
concessionaires
concessionaires incorporated the use of sustainable building
use entirely
materials that help to conserve natural resources. The airport
compostable
designed new refuse centers with compostable bins and
materials, the
hydration stations where chilled water can be easily dispensed.
airport has achieved zero waste. These efforts helped the airport achieve LEED Gold
The reaction from users of the terminal has been overwhelmingly positive. The editors of Executive Travel magazine recently awarded T2 the “Leading Edge Award” for 2011, specifically noting that the Terminal reflected “Its home city’s ethos in its art, design and food offerings” and that the “results are not only beautiful but virtuous.”
certification for Terminal 2, the ACI-NA President Greg Principato presents the
first terminal to
third place award for Best Green Concessions
be so recognized.
Practice or Concept to Cheryl Nashir of San Francisco International Airport. ACI-NA Board Chair Dave Edwards looks on.
The restaurants and quick serves were chosen not only for their
resources but because they embodied the values and culture of a green, sustainable business. The green and sustainable food focus is complimented by the design and layout of the concessionaires. Tenants are required to design the concessions with a visible food preparation and cooking area so that customers know they are ordering freshly made dishes. 26
Best New Retail Concept: 1st Place
Mars M&M’s JOHN F. KENNEDY INTERNATIONAL AIRPORT Terminal 7 – British Airways
A STORE FOR THE KID IN ALL OF US The goal of the M&M’s store is to create an entertaining environment that will grab
Operator: Duty Free Americas
the attention of passengers in JFK’s Terminal 7 and convert them into customers
Airport website
by offering unique gift and impulse items from the M&M’s global brand. The location of the M&M’s store is somewhat hidden in the British Airways terminal, and the surrounding tenants are mostly luxury brands that appeal to specific customers. The challenge, was to create a store that would attract Annual Sales Per Square Foot
$1,117
View more slides of the Mars M&M’s store.
all passengers wandering through the terminal, regardless of demographics, by communicating to them the universal appeal of the M&M’s brand. The whimsical nature of the store is also highlighted by focal points featuring figurines of M&M’s beloved characters, which 27
stir a particular
Mars M&M’s brings out the child in everyone, whether they’re
passion in our
young or simply young at heart. This philosophy is reflected in
customers.
the décor and presentation of our store and is reinforced by the
Although Mars/
manner in which the sales associates conduct themselves.
M&M’s is a global brand, the M&M’s store in JFK’s Terminal 7 represents Mars/M&M’s ACI-NA President Greg Principato presents the first place award for Best New Retail Concept to Joseph
first airport store anywhere
Kearney of Duty Free Americas. ACI-NA Board Chair
in the world.
Dave Edwards looks on.
Impulse is the key trigger in this category
and, therefore, the store must engage with passengers to emotionally drive purchasing habits by providing a fantastic shopping experience that includes an inviting atmosphere, prominent merchandise displays, a well-crafted promotional message and reasonable price points. Most importantly, the store offers a wide range of Mars-brand of chocolates such as Bounty, Snickers, Mars, Celebration and other candies. It also carries theme-related novelties such as pillows, t-shirts, cups, saucers, souvenirs, toys, candy dispensers and travel accessories. 28
Best New Retail Concept: 2nd Place
Michael Kors JOHN F. KENNEDY INTERNATIONAL AIRPORT Terminal 1 Operator: Hudson Group
A PERFECT FIT FOR TERMINAL’S DEMOGRAPHICS This Michael Kors store replaces Tied On /Time Flies store in Terminal 1 as the
operator had an opportunity to try a different concept in the space. Michael Kors is
Airport website
well-known international brand specializing in popular and stylish handbags and accessories. Due to the passenger demographics of the JFK Terminal 1 traveler, the operator felt that this brand would be a perfect fit. The Michael Kors store is easily visible with large signage on both sides of the store. The store has a wide-open store Annual Sales Per Square Foot
$877
View more slides of the Michael Kors store.
front allowing for easy access into
the store. Inside the store, handbags are diligently placed for easy access. Ample
29
space in the store allows customers to browse freely in the store. The store is committed to greeting to every customer including making eye contact, ACI-NA President Greg Principato presents the second place award for Best New Retail Concept to
smiling, and offering a
Joseph DiDomizio of the Hudson Group. ACI-NA
friendly verbal
Board Chair Dave Edwards looks on.
greeting. In addition to our
customer service policy, the operator uses a mystery shopping program.
30
Best New Retail Concept: 3rd Place
Swarovski DALLAS/FORT WORTH INTERNATIONAL AIRPORT
IRRESISTIBLE LUMINOSITY OF CRYSTAL A BEACON
Operator: Buckaroo Joint Venture
As the Duty Free operator for DFW International Airport, it was the operator’s goal
Airport website
was to maximize a 190 square foot location with a new concept: a Swarovski licensed boutique. With this concept, it is expected to generate sales annually of over $1million. Swarovski has always stood for the beauty of faceted crystal. Our customers appreciate the quality of Swarovski products and our comprehensive service. In 1892, Daniel Swarovski invented a revolutionary machine that allows crystals to be cut more precisely than Annual Sales
with existing manual methods. Today,
Per Square Foot
Swarovski assortments are the lead in
$5,263* Annualized based on first week sales
sales for jewelry/accessories and Crystal Living figurines. Pricing structure ranges from $25 to $396. The
View more slides of the Swarovski store.
31
self-service gifting items
All of the associates have gone through extensive Swarovski
target passengers with
product training.
short layovers and include items already packaged in a gift box for quick sale. This space sits next to an elevator shaft and directly under an escalator to the second floor of the terminal. The operator took the space and maximized the visibility appeal so the store can been seen ACI-NA Board Chair Dave Edwards
as passengers make
presents the third place award for Best
their way through the
New Retail Concept to Zenola Campbell of security checkpoint. Dallas/Fort Worth International Airport.
While the overall space inside the store is small,
it has been well-utilized to give the customer a pleasant shopping experience. The store is very bright and inviting, and the irresistible luminosity of the crystal collection is laid out for all to see.
32
Best New Retail Concept: Honorable Mention
Kennedy Space Center Retail Stores ORLANDO INTERNATIONAL AIRPORT
THE AMBASSADOR FOR SPACE TRAVEL
Concourse A
Kennedy Space Center retail stores serve as ambassadors to NASA, inspiring
Concourse B
customers to support the exploration of space and technology. Delaware North
Operator: Delaware North Companies
Airport website
Company’s primary goals with the Kennedy Space Center stores is to take advantage of an excellent opportunity to tell the NASA story to millions of travelers each year through unique, inventive merchandising, branding and professional operations
Annual Sales Per Square Foot
while simultaneously dispelling any
View slides of the Kennedy Space Center
concourse A $467
misconceptions
concourse B $730
Shuttle program. The store also gives customers the opportunity to collect
regarding Kennedy Space Center’s operations since the ending of the Space
33
information or
The design is clean, modern and promotes the authenticity of
plan a visit to
Kennedy Space Center as a unique Orlando destination. A back-
Kennedy Space
lit NASA logo is featured prominently at the entry and a full-size
Center.
astronaut figure draws attention to the store while supporting the
The Kennedy Space Center retail store in Concourse A is 1,752 square feet and the store in
ACI-NA President Greg Principato presents the honorable mention award for Best New Retail Concept to James Rose of Delaware North Companies. ACI-NA Board Chair Dave Edwards looks on.
brand and providing a fun photo opportunity for travelers. An authentic Mars rock display encourages shoppers to come inside, and an entry fixture features merchandise highlighting current NASA programs. The mix of exhibits and merchandise is distributed to respond to the airport environment by permitting either pondering or expediting of purchases, depending upon a traveler’s available shopping time.
Concourse B is
Associates focus on helping customers find the items that best fit
1,098 square
their interests in space while also talking about relevant programs
feet. Both stores
that NASA is currently working on or pursuing in the future.
carry a wide range of soft and hard spacethemed items
including: apparel, books for all ages, posters, scale models, toys, artwork, household items, and freeze-dried ice cream. The Kennedy Space Center retail stores maintain a strong relationship with former astronauts who ensure that there is a steady supply of autographed books as well. As travelers fly in and out of Orlando Airport, they can relive their dreams of exploring the universe with Kennedy Space Center retail stores.
34
Best New Consumer Service Concept: 1st Place
Pet Hotel DALLAS/FORT WORTH INTERNATIONAL AIRPORT Off-site Operator: Paradise 4 Paws Airport website
PETS GET A VACATION AS THEIR “PARENTS” FLY A prime objective of Dallas/Fort Worth International Airport is to provide customers outstanding facilities and services. A survey conducted by the
D Magazine’s Best of Big D 2012
airport identified a need for a high quality, convenient pet care option catered to both travelers and airport employees. Paradise 4 Paws partnered with the airport to create a high quality pet care facility that is open around the clock. The pet hotel
View slides of Paradise 4 Paws.
served both travelers and airport employees. Paradise 4 Paws provides 25,000-square-feet state-of-the-art facilities, which includes spacious suites, play areas with indoor grass and a bone-shaped 35
splashing pool for dogs and adventure jungle for cats. Paradise 4 Paws takes this paradise theme to all aspects of design to services that include pet massage therapy to “pawdicures” to cuddle times - so that pets also get a vacation when their “parents” are away on a trip. Paradise 4 Paws utilized what was an unoccupied warehouse facility (previously a mail sorting facility) on the northeast side of airport property a few minutes from the terminals. Within this shell, Paradise 4 Paws performed extensive renovations and built suites for cats and dogs, spacious play areas, and special amenity areas including a massage therapy room, custom grooming and bathing area, and retail space. The lobby caters not only to the pets but also to provide a quality and comfortable experience for the pet owners. Paradise 4 Paws provides 24-hour care every day of the year to
ACI-NA President Greg Principato presents the first place award for Best New Consumer Service Concept to Johanna Newcomb and Saq Nadeem of Paradise 4 Paws. ACI-NA Board Chair Dave Edwards looks on.
our guests (pets) and ability for clients (pet parents) to check-in/ check-out according to their schedules, webcam access, parking with complimentary shuttle to/from the terminal. We hire the best team in the industry and provide an industry-leading training program so that our team can provide the best care to both pets and pet parents.
36
Best New Consumer Service Concept: 2nd Place
Minute Suites HARTSFIELD-JACKSON ATLANTA AIRPORT
A PLACE TO RELAX, CATCH A NAP
Concourse B
The Minute Suites location at Hartsfield-Jackson Atlanta Airport was the first of its
Airport website
kind in North America, further setting the airport apart as an innovative airport with a broad choice of retail options for travelers. With
“Minute Suites is one of our shiny stars
tasteful door signs, the suites are named
scoring 97% or higher on all Secret
after Atlanta icons
Shopper Survey.”
such as “Peachtree”
− ATL Customer Service Manager
Karen Ellis
to create a sense of place for the travelers. As the pioneer in this service concept, Minute Suites is emerging as the global leader in
Annual Sales Per Square Foot
$522
airport nap centers.
View more slides of Minutes Suites.
Over 98 percent of Minute Suites revenue comes from suite rentals. Guests have the option to rent suites by the hour, in 15-minute increments or overnight. The 37
company offers a small portfolio of merchandise consistent with the theme such as traveler sleep kits and relaxation products. Minute Suites are 7-foot x 8foot private ACI-NA President Greg Principato presents the
rooms that
second place award for Best New Consumer Service
include a
Concept to Daniel Solomn of Minute Suites. ACI-NA Board Chair Dave Edwards looks on.
workstation with direct Internet
access, a 32-inch TV featuring premium programming, a leather daybed and a sound suppression system. There are business services at the front reception desk. The first suite is set near reception to allow for demonstration of suite features without disturbing guests who may be sleeping. Minute Suites gauges customer service satisfaction through its own proprietary customer comment cards, the airport mystery shopper scores, and customer service awards. 38
Best New Consumer Service Concept: 3rd Place
Automatic Apparel BOSTON LOGAN INTERNATIONAL AIRPORT
FORGET TO PACK SOMETHING?
Terminal E
Every traveler dreads the
Operator: Robot Retail
moment when they realize
Airport website
they forgot to pack an essential item. That’s why the Massachusetts Port Authority and AIRMALL Boston strive to offer travelers easy access to items they need while at the airport and beyond. Automatic Apparel is a self-serve vending unit stocked with essential items: clothes, umbrellas and View more slides of Automatic Apparel.
headphones. The compact size of Automatic Apparel has
helped generate revenue for the concession program from spaces that would otherwise be too small to accommodate a traditional retail outlet. Annual Sales Per Square Foot
$82
Automatic Apparel is the brainchild of a Boston-based, woman-owned company that was founded on three principals —simplicity, ease and mobility. Automatic Apparel strives to meet the immediate needs of any traveler by offering basic 39
apparel and
Automatic Apparel is all about convenience any time of day.
essentials for
Travelers can also shop with confidence knowing that they can
men and
easily return items. If a customer isn’t satisfied with their
women, as well
purchase, they can simply return the item and sales receipt to
as a mix of
Automatic Apparel, postmarked within 20 days of purchase in the
traveler
Automatic Apparel packaging tube, which serves as the returns
necessities that
package space.
rotate on a seasonal basis (gloves, sunglasses and scarves). Nothing at ACI-NA President Greg Principato presents the third
Automatic
place award for Best New Consumer Service
Apparel costs
Concept to Sal Amico of Boston Logan International
more than $15.
Airport. ACI-NA Board Chair Dave Edwards looks on. The price point
at Automatic Apparel means that customers pay the same for these items at the airport (and in some cases less) than they would pay at a comparable nearby store. Automatic Apparel is also a greener retail solution by consuming minimal energy to operate. The unit has a modern and sleek design with an easy-to-follow, interactive touch screen interface.
40
Best Innovative Consumer Experience Concept or Practice: 1st Place
B4 You Board Mobile App THERE IS AN APP FOR THAT
HMSHOST John F. Kennedy International Airport
A significant percentage of air travelers ‘sacrifice’ their opportunity to enjoy airport
Chicago O’Hare International Airport
dining because their schedule allows no time or because their first priority is to find
Minneapolis-St. Paul International Airport
a seat at the gate and not give it up. We affectionately call these travelers ‘gate-
Sacramento International Airport
huggers’. HMSHost had a goal of enhancing the
Salt Lake City International Airport
passenger’s airport experience by restoring the ability to enjoy food and beverage options in the
1 of the 3 Most Significant
airport regardless of time
Technological Innovations
constraints (denying even
– National Restaurant Association
the ability to grab and go) and other factors that would have travelers sacrifice the experience to remain seated at a gate with limited space.
Average Sales Per Order
Enter HMSHost’s B4 You
View slides of B4 You Board.
Board™ Mobile App.
$10 41
Travelers can
delivered to the gate within 20 minutes of order and there is no
place a food and
extra charge for the service. Garbed in a bright yellow apron and
beverage order
hat sporting the app’s logo, associates are easily recognizable en
and pay for the
route throughout the terminal, upon arrival at the gate, or at
items through the
designated pick up kiosks. Customers can also place mix-n-
app.
match orders from different restaurants that offer the B4 You
The order will then be delivered by an HMSHost associate to the individual at the ACI-NA President Greg Principato presents the
gate or made
first place award for Best Innovative Consumer
available for pick
Experience Concept or Practice to Thomas Frickle of HMSHost. ACI-NA Board Chair Dave Edwards looks on.
Board service. The menu from participating HMSHost restaurants includes breakfast, lunch and dinner offerings, as well as appetizers and desserts. HMSHost designed the mobile app to work easily on smartphones. The app is available through the Apple App store and Google Play, and is fully integrated into HMSHost’s existing, proven POS system – making the ordering process seamless with a direct line to the kitchen.
up at the restaurant. B4 You Board was originally launched
at John F. Kennedy International Airport. The app has significantly enhanced these airport locations’ reputation for innovation in airport dining – delivering real benefit to their travelers. HMS Host remains the only airport restaurateur that offers this service. B4 You Board allows travelers to order a meal from their seat for delivery to their seat, specifying the order’s timing and deciding whether or not they will pick up their order or have it delivered directly in hand at the traveler’s specified gate. Orders are 42
Best Innovative Consumer Experience Concept or Practice: 2nd
International Shoppes-Virtual Wall Shop BOSTON LOGAN INTERNATIONAL AIRPOR
A NEW CHAPTER IN DUTY-FREE RETAIL…
Terminal B, Pier A
At the end of 2011, Boston Logan International Airport and AIRMALL Boston were
Terminal B, Pier B
looking to take their duty-free offerings to the next level. They were seeking a duty-
Operator: International Shoppes Airport website
free operator that could update and refresh a permanent concessions unit, while also creating a temporary unit that travelers could shop at during the renovation process. As the new dutyfree operator at the airport, International Shoppes helped achieve all of these objectives by opening a cutting-edge virtual store.
Annual Sales Per Square Foot
While it was known that the virtual wall would not
View more slides of Virtual Wall Shop.
pier A $156
generate the same amount of
pier B $180
ensuring that travelers could still purchase a wide variety of top-shelf duty-free
revenue as a physical in-line store, the concept offered an innovative solution to
43
merchandise while
delivered directly to their gate -- up to 40 minutes prior to
a permanent unit
departure. By making the store virtual, International Shoppes was
was being built.
able to provide an extensive selection of duty free merchandise
The virtual wall
during a time when a permanent unit was being built. An unused
made smart use of
wall in the airport’s Air Canada hold room added another location
a limited space,
for travelers to purchase duty-free goods and generated revenue
had a striking
in an area where passengers are sitting and waiting for their flight.
visual impact that attracted customers, and cost little to operate. International ACI-NA President Greg Principato presents the
Shoppes’ virtual
second place award for Best Innovative
wall is an example
Consumer Experience Concept or Practice to Sal
of how technology
Amico of Boston Logan International Airport.
was used to help
ACI-NA Board Chair Dave Edwards looks on.
drive duty free sales in a space
that would have otherwise been unused during a renovation period. A popular concept in Europe and Asia, International Shoppes enables airline travelers to purchase a wide variety of high-quality duty-free liquor, tobacco and fragrances by using a hand scanner to scan barcodes on the virtual wall. The order is then processed by a customer service rep and the customer’s purchase is 44
Best Innovative Consumer Experience Concept or Practice: 3rd Place
San Francisco International A PASSENGER EXPERIENCE SECOND TO NONE
Terminal 2 Airport website
Terminal 2 is the original 1954 terminal building that had previously been used as the international terminal before closing in 2000. In redeveloping this terminal for domestic use, San Francisco Airport applied its vision of being the “Airport of Choice for the Bay Area”. Goals included
“One of the most modern way stations
creating a terminal built around
offered travelers anywhere in the country
passengers rather
and perhaps the world.”
than hold rooms;
− The USA Today
creating a terminal with the comfort of an airline club; meeting LEED Silver standards
View more slides of the Terminal 2 program.
(Gold was achieved, the
first
terminal to do so); creating an aesthetic complementary of the primary tenant, Virgin America; and, to create a passenger experience second to none. Annual Sales Per Square Foot
$1,106
Research has shown that by reducing stress and creating a comfortable and calming passenger environment, passengers would be more likely to visit specialty shops on the retail street or use one of the diverse food and beverage offerings. 45
Passengers
The reaction from users of the terminal has been overwhelmingly
experience a
positive. In addition, the terminal has been recognized in the
sequence of five
press and received national and international recognition
contrasting zones each easily visible from its neighboring or predecessor space. This visibility assures passengers that distances are not ACI-NA President Greg Principato presents the
great and that
third place award for Best Innovative Consumer
destinations are
Experience Concept or Practice to Cheryl Nashir of San Francisco International Airport. ACI-NA Board Chair Dave Edwards looks on.
within reach—thus calming passengers and encouraging them
to linger and wander while awaiting a flight. A key to the layout is the integration of concessions and hold rooms so that whether passengers are dining, shopping or enjoying an exhibit, they are able to keep an eye on their gates from these areas. A variety of seating experiences offers choices to passengers a sharp contrast with what typically available in airport departure areas. T2’s subdued interiors palette aims at serenity for passenger comfort while doubling as a neutral backdrop to make concessions more visible. 46
Best Innovative Consumer Experience Concept or Practice: Honorable Mention
JetBlue’s “Live from T5” Concert Series JOHN F. KENNEDY INTERNATIONAL AIRPORT
JETBLUE’S CONCERTS GENERATES BUZZ
Terminal 5
JetBlue’s Live from T5 Concert Series is designed to surprise and delight
Operator: JetBlue
customers with a unique, first-of-its-kind entertainment experience as well as
Terminal website
generate buzz and excitement around JetBlue Terminal 5. The original content from the concerts is used across JetBlue’s media assets, including In-flight
1.6M Twitter followers
entertainment and social media. More than 100,000 customers per day watch concert videos on JetBlue’s in-flight LiveTV. The concept leverages the wellestablished and highly regarded JetBlue brand, along with a newly created brand “Live from T5” created exclusively for this
View more concert slides.
purpose. The concert series is curated with a mixture of well-known and emerging music artists spanning across various musical genres, thereby appealing to and resonating with a broad base of 47
JetBlue’s
Satisfaction is gauged through social media feedback, post-flight
customers. The
survey data, and media buzz, plus day-of empirical evidence.
concerts are free to all those travelling through Terminal 5 that day, and enhance the JetBlue brand by providing a unique “surprise and delight” moment. A radio ACI-NA President Greg Principato presents the
contest is part of
honorable mention award for Best Innovative
the pre-concert
Consumer Experience Concept or Practice to Mitch promotion, and Nadler of JetBlue. ACI-NA Board Chair Dave
winners are flown
Edwards looks on.
in for the show on JetBlue, further
leveraging the JetBlue brand and experience. Concerts are heavily promoted in advance in coordination with the artists, thus offering customers the opportunity to arrive early, or even plan trips around the shows. Additionally, customers are offered an opportunity to “meet and greet” the artists and take a photograph with them, which further personalizes the experience.
48
Best Food and Beverage Program: Large Airports: 1st Place
SAN FRANCISCO INTERNATIONAL AIRPORT RESTAURANTS ARE VISIBLE TO ALL PASSENGERS Terminal 2
San Francisco International Airport’s food and beverage program has for many
Airport website
years had a local focus, bringing the “Best of the Bay Area” to the airport by conducting extensive outreach targeting successful and popular local restaurant operators, combined with judicious use of national and regional brands, its
“I sit at the counter of Cat Cora, which overlooks the runway and the Bay Area hills behind it, providing a more serene dining setting.”
concessions bring a true sense of place. For new Terminal 2, which opened in May, 2011 the
– Food and Wine
airport had set several goals. Representative of
Annual Sales Per Square Foot
$1,692
San Francisco and the
More slides on the San Francisco program.
Bay Area, 7 of the 9 leases are locally owned. Bring choices to the passenger. The design distributes concessions and concession seating areas near the gates, while maintaining lines 49
of sight to various
food and beverage locations are visible to every enplaning
dining options.
passenger, with concession seating convenient to every
Offering high
holdroom.
service in a calming, aesthetically pleasing terminal that will encourage
A “Above and Beyond” award is given twice per year as the airport conducts more than 600 mystery shops. The top three individuals and one or two stores are honored with a certificate and monetary prize for providing a high level of customer service.
high customer spending. The terminal layout integrates ACI-NA President Greg Principato presents the
concessions and
first place award for Best Food and Beverage
hold rooms so that
Program for Large Airports to Cheryl Nashir to
passengers are able
San Francisco International Airport. ACI-NA
to take food near
Board Chair Dave Edwards looks on.
their gates. Food and beverage units
complement T2’s subdued interiors palette, which strives for serenity and comfort while doubling as a neutral backdrop to make concessions more visible. Concessions signage criteria allow great leeway on minimal backgrounds and within specific zones so that concessions identification appears casual and varied, but not strident and competitive. Concession design standards were developed to complement the terminal while allowing a strong statement by the concessions. Eight of the 9 50
Best Food and Beverage Program: Large Airports: 2nd Place
GEORGE BUSH INTERCONTINENTAL AIRPORT NEW DESIGN CREATES A WELCOMING SETTING Terminal E Operator: Westfield Concession Management Airport website
Continental Airlines and Westfield Concession Management set a goal at the end of 2010 to increase food and beverage revenue by bringing in new concepts and incorporating a new Terminal E design criteria. Since then, Terminal E has rebranded seven restaurants including two airport firsts for Yogun Fruz, The Market by Villa and Fresh Gourmet. The introduction of these new concepts and the redesign of eight existing units have helped Terminal
Annual Sales
More slides on the Houston program.
E’s food &
Per Square Foot
beverage program
$1,136
increase sales revenue during these tough economic times. New design standards
51
for all storefronts
taste bud in two spacious food courts conveniently located at
have revamped the
each corner of Terminal E, in addition to food and beverage
entire program and
options positioned at each pier’s end. The new storefront designs
have helped create
are attention grabbing yet inviting and each location is given a
a welcoming
distinctive look and feel to create an appealing ambiance.
atmosphere.
ACI-NA President Greg Principato presents the second place award for Best Food and Beverage Program for Large Airports to Randy Goodman of Houston Bush International Airport. ACI-NA Board Chair Dave Edwards looks on.
Through mystery shop evaluations (every store is evaluated three
Westfield
times per quarter), performance coaching, training (three days of
recognized the
training take place every quarter) and reward/recognition
increases in
(Westfield awards American Express gift cards to those
international traffic
employees who deliver superior customer service), a culture has
in Terminal E while
been created in Terminal E where excellent service is the norm. A
bringing new
Store of the Year program and quarterly sales contests are in
concepts and
place to give concessions associates added incentive to exceed
brands that would
goals.
meet the needs of all airport customers. Terminal E’s food and
beverage space is made up of national and international brands. All concessions are required to follow “Fair Pricing” and all are required to submit a yearly street pricing audit. The layout of the Terminal E food and beverage program coincides perfectly with United Airlines passenger flows. Sitdown restaurants, eateries, coffee and snack vendors are found all throughout Terminal E. There is something available for every 52
Best Food and Beverage Program: Large Airports: 3rd Place
Dallas Forth-Worth International Airport DFW HOSTS NATIONAL, LOCAL FAVORITES Terminal D
The Dallas Forth-Worth International Airport Concession’s Goal is to achieve a
Airport website
food and beverage sales per enplaned passenger of $5.68 to surpass a sales goal of $38.6M. This goal was based on a forecasted enplanement growth of 2.1%. As identified below, the Terminal D program far exceeded the established goals by coming in 9% above in overall sales growth over goal and 17% over in sales per enplaned passenger. This demonstrated not only the results of enplanement growth but improvements in Annual Sales
customer service,
Per Square Foot
marketing,
$1,030
operational
More slides on the DFW program.
53
excellence and
understanding of the Terminal D passengers including their age
many other
and income levels as well as their extended wait times for flights.
variables leading to increased spend on average among each passenger. Of the 28 Terminal d food and beverage locations - 16 ACI-NA President Greg Principato presents the third place award for Best Food and Beverage Program for Large Airports to Zenola Campbell of Dallas/Fort Worth International Airport. ACINA Board Chair Dave Edwards looks on.
locations represent wellrecognized national brands, 9 represent local favorite concepts, and 3 are unique,
airport concepts. This balance is a result of the philosophy that airport concessions must both provide recognizable brands as
Terminal D is arranged in a North and South “village” layout and terminal corridors are designed so as to flow directly through these villages. This layout both gives the feeling of a tight-knit Texas community, full of opportunities; as well as serves to maximize concession exposure. Concession locations are strategically placed near specific gates to maximize on the The airport has a contracted mystery shopper provider that shops each concession location 18 times a year. Any scores below 80% automatically generate a compliance review process and any 100% scores are awarded a monetary and recognition award on a monthly basis. The winners of these awards then become part of the running for annual Concessionaire of the Year awards. To further support our Food and Beverage Operators, the airport has provided specialty on-airport training such as Intercultural Training, Food Handler Permit Classes, ServeSafe Food Safety Manager Training. Free Hepatitis vaccinations are also offered for all concessionaires.
well as brands that serve as “ambassadors” to the region. Unique brands are minimal and often fill a unique concept need such as wine bar. Of these locations, 6 are snack, 6 are quick serve, 2 are fast food, 11 are sit down, and 3 are coffee shops. The strong focus on sit down locations demonstrates a strong demographic
54
Best Food and Beverage Program – Medium Airport: 1st Place
John Wayne Airport EXPANSION DOUBLES DINING OPTIONS Thomas F. Riley Terminal
The primary goal of John Wayne Airport’s concession program is to provide our
Operator: HMS Host
passengers with
Airport website
a first class dining and shopping experience. With the substantial completion of the Airport Improvement Program in 2011, John Wayne Airport has more than doubled the dining options. Annual Sales Per Square Foot
$485
The Thomas F.
More slides on the John Wayne program.
Riley Terminal now features three full-service restaurants, quick sit-down dining and “Grab-and-
55
Go” food along
The pricing structure for all food and beverage shall not exceed
with a variety of
110% of the prices found in comparable retail locations in the
local and national
Orange County area.
brands, giving passengers many new choices.
Airport utilizes a
design opportunities for the new concessions. Color coded
mix of nationally
directional signage was installed to assist passengers in
recognized
wayfinding and concession selection, and a backlit airport
brands, local
directory showcases a map with easy to find retail and dining
favorites and new
locations.
first place award for Best Food and Beverage
concessions
Edwards looks on.
existing architecture. Having narrow walkways by design in the earlier phases of the existing terminals required some unique
concepts in the
John Wayne Airport. ACI-NA Board Chair Dave
the clean, light filled design compatible with John Wayne Airport’s
John Wayne
ACI-NA President Greg Principato presents the Program for Medium Airports to Barbara Swift of
The design and layout of the overall concession program utilized
program. HMS Host was the selected concessionaire to
A significant improvement by HMS Host and as part of the design of the new Terminal C was to add a Marketplace, like a food court found in a mall. It includes both dining and retail options. A biannual passenger survey is conducted to gauge customer satisfaction in a variety of areas, including variety of services and
provide the primary food and beverage concessions throughout
concession options. Results of these surveys are used to address
all three terminals. The new contract required HMS Host to bring
areas of improvement or provide ideas for future concession
“branded” concepts which not only would be recognizable to
spaces at JWA.
patrons, but bring a level of class to what otherwise seems to be a generic diner, coffee shop or snack bar.
56
Best Food and Beverage Program: Medium Airport: 2nd Place
Sacramento International Airport TERMINAL REFLECTS A ‘SENSE OF PLACE’ Concourse and Terminal B
Sacramento International Airport’s Terminal B opened on October 6, 2011,
Airport website
replacing an outdated facility in continuous operation since 1967. The goals for the new concession program are to provide a mix of local, regional and national market presence, create a “sense of place” reflective of Sacramento’s role as the Gateway to Northern California, and maximize sales through Annual Sales Per Square Foot
$799
More slides of the Sacramento program.
competition. The food and beverage program in Terminal
B has met the objectives of the overall concession program by increasing gross
57
sales, creating a sense of place by incorporating local elements into the design and restaurant choices as well as establishing the right mix of local, regional, and national brands. Sacramento is a great restaurant town with authentic culinary culture reflective of its diverse population. Terminal B showcases the local culinary community by having 61% of our food and beverage square footage dedicated to local concepts. The local flavor of Sacramento permeates the food and beverage program within Terminal B. Street side restaurants created in Sacramento have been successfully transformed into walk-up quick-serves while others have been replicated in familiar décor and finishes for our airport guests. There are four walk-up quick serves, three of which are local concepts. These four walk-up quick-serves anchor the right side of the food court. On the lefthand side are three sit-down restaurants and then there are four coffee concepts within the buildings.
ACI-NA President Greg Principato presents the second place award for Best Food and Beverage Program for Medium Airports to Donna Scranton and Angela Hourigan of Sacramento International Airport. ACI-NA Board Chair Dave Edwards looks on.
Terminal B has strong design standards, attractive storefronts and an inviting shopping atmosphere. As passengers emerge from the security checkpoint they are greeted by a large sunlight-filled
The Sacramento County Airport System’s customer service
food court with a high ceiling illuminated by a one-of-a-kind
philosophy is supported through the use of comment cards
artwork chandelier, “Acorn Steam,” made with thousands of
located throughout the terminal, customer service emails solicited
Swarovski crystals. The food and beverage spaces are located on
from all airport websites and the county airport system
each side of the food court and the curved design and placement
homepage; social media, and ACI Airport Service Quality surveys.
allows for maximum visibility of each storefront.
58
Best Food and Beverage Program: Medium Airport: 3rd Place
MINETA SAN JOSE INTERNATIONAL AIRPORT A WALL OF GLASS IS A RELAXING PLACE TO EAT Terminal B
Norman Y. Mineta San Jose International Airport developed a new concessions
Airport website
program to improve the customer experience as part of a $1.3 billion modernization program that included a new LEED certified Terminal B. We conducted a survey of more than 750 passengers to identify the types of food and beverage concessions that our passengers preferred. The goals of the food and beverage concessions program were to offer a wide Annual Sales
variety of choices with a
Per Square Foot
mix of local and national
$794
More slides of the San Jose program.
brands, keep prices competitive at no more than 10% above street pricing, and
59
increase sales and
complementary esthetics, improved passenger circulation, and
revenue.
better store performance. Detailed design requirements were
All goals of the concessions program were met with resounding success. The new food & beverage concessions program is a mix
given to the concessionaires to achieve a high level of design and finishes. The restaurants on the west side have floor to ceiling glass, featuring views of the airfield and Santa Cruz Mountains beyond, perfect for relaxing after a long work week in Silicon Valley. Terminal B is a linear terminal with food and beverage concessions incorporated throughout the concourse to provide passengers with dining opportunities near their departure gates. eeeeefb
of local and ACI-NA President Greg Principato presents the third place award for Best Food and Beverage Program for Medium Airports to Patrick McCue of San Jose International Airport. ACI-NA Board Chair Dave Edwards looks on.
national concepts that provide passengers with the variety of choices. The new food and
beverage concessions program is roughly 50/50 local and national brands. The concessions include a variety of menu items and price points to appeal to a broad audience with different tastes, requirements and budgets. Food and beverage concepts include both fast-service and sit-down restaurants with takeaway and pre-made options. SJC, Fentress Architects, and SH&E worked together to integrate the concessions with the building architecture to ensure 60
Best Food and Beverage Program: Small Airports: 1st Place
Halifax Stanfield International Airport DESIGNS REFLECT ATLANTIC MARITIME INFLUENCE Airport website
At Halifax Stanfield International Airport, the overall food and beverage program is designed to provide a local “sense of place” by offering unique food and beverage outlets that reflect the city and the culture. The biggest step forward in this area in 2011, was the negotiation, design, construction and opening of the very first franchise outlet of an iconic Halifax restaurant, The Chicken Burger, in our main food court, in conjunction with HMSHost. There are many customers, especially on weekends, who bring their families to Halifax Stanfield just to dine at The Chicken Burger. Annual Sales Per Square Foot
$873
Halifax Stanfield uses a balance between the well recognized national
More slides of the Halifax program.
61
brands and the
Post-security for domestic/international passengers includes two
local “sense of
sit down restaurants plus Tim Hortons, Starbucks, Booster Juice
place” concepts.
and a grab & go deli.
To achieve this goal, the local and regional concepts are intermingled
To serve our U.S. pre-clearance passengers, the holdroom offers a sit-down restaurant plus a Tim Horton’s kiosk featuring coffee, tea and baked goods.
with the national
The store front designs are all very inviting creating that friendly,
brands. Currently,
warm and welcoming appeal which reflects the Atlantic
brands are 27%
Province’s world renowned hospitality.
local, 31%
ACI-NA President Greg Principato presents the first place award for Best Food and Beverage Program for Small Airports to Jamie Dwyer of
regional and 41%
Halifax International Airport Authority has created and provides
national, based on
The Stanfield Way seminar to everyone at the airport. Customer
the square
satisfaction is gauged through the ASQ monitoring system, email,
footage.
comment cards, Facebook and Twitter as well as feedback through the Halifax Stanfield Merchants’ Association.
Halifax International Airport. ACI-NA Board Chair
All of concessions
Dave Edwards looks on.
have a fair pricing clause in their
agreement that ensures that the pricing here in the airport is comparable to the street pricing in Halifax. The pre-security layout forces 90% of our departing passengers past the food court and restaurants, which are also available to serve meeters and greeters. This area features sit-down restaurants, coffee shops, grab & go and fast food.
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Best Convenience Retail Program: 1st Place
Edmonton International Airport 34 NEW SHOPS IN EXPANDED TERMINAL Operator: Hudson Group
Edmonton International Airport is continually evolving to meet Alberta’s increasing
Airport website
demand for air service. Over the past 12 months, Expansion 2012 has increased concession and retail space by 66 percent making room for a host of new services designed to make flying easier and more personal. Phase 1 of Expansion 2012 opened on Dec. 6, 2011 and phase 2 opened on Feb. 11, 2012. The final phase opened on Sept. 15. EIA has overhauled its concession offering, adding a total of 34 new shops and services.
Annual Sales Per Square Foot
$810
More slides of the Edmonton program.
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EIA has six
This results in a more intuitive flow for passengers while
Hudson
maximizing revenue opportunities.
Newsstands in operation. In January 2012, EIA opened a Mac’s Convenience Store on the
Newsstands are strategically located adjacent to gates in the terminal as the dwell time near the gate creates a synergy related to the convenience newsstand. Regional themes have been incorporated into each newsstand through the development and construction of the stores.
arrivals level. In
EIA has an airport-wide customer service program known as EIA
February, EIA
Team, which is made of 80 companies and 4,000 employees who
added a third
contribute to the customer’s overall experience. This program
operator in the
offers training to front line staff in customer service skills as well
convenience retail
as Disability Awareness Training. Terminal operations are an
category with the
important factor in the success of our retail program. The airport
to Carmen Donnelly of Edmonton International
opening of RELAY
receives feedback on all aspects of passenger experience from
Airport. ACI-NA Board Chair Dave Edwards looks
News in the U.S.
its regular ACI Airport Service Quality surveys.
on.
Passenger
ACI-NA President Greg Principato presents the only award for Best Convenience Retail Program
Lounge. A second RELAY News outlet opened in the International/Domestic Passenger Lounge in September. The airport adopted a thematic retail concessions master plan. This plan also ensures that each thematic zone relates to the city and region in a recognizable way. The plan establishes guidelines that allow for an integrated and coordinated approach to creating unique and memorable experiences for all passengers while enhancing the wayfinding and orientation process for passengers. 64
Best Specialty Retail Program: Large Airports: 1st Place
John F. Kennedy International Airport NATIONAL RETAILERS EYE INTERNATIONAL SET Terminal 1
The goal for the JFK Terminal 1 Specialty Retail program was to bring brands that
Operator: Hudson Group
would cater to the Terminal 1 customer as well as increase sales and revenue for
Airport website
both our venture and the airport. This program includes five specialty retail stores that include Michael Kors, Victoria Secret’s, Harley Davidson, Tumi and Juicy Couture. Although these five specialty retail stores recently opened, sales have exceeded our expectations. The specialty retail stores in Terminal 1 are easily More slides on the JFK Terminal 1 program.
Annual Sales Per Square Foot
$577
recognizable with each brand’s internationally known logo or signature
signage on the store front, so travelers will easily spot the brand in the terminal. While Hudson does not dictate passenger flow of the airport, it tries to influence 65
the penetration into the stores via wide open storefronts, well-lit floors and clear category placement. Examples of these include Michael Kors and Tumi store, both allowing amply amounts of passengers to freely enter the store. As part of the customer service policy, there is a mystery shopping program that coordinates with “Traveler’s Best Friend” service initiatives.
66
Best Specialty Retail Program: Large Airports: 2nd Place
Philadelphia International Airport LINE-UP DESIGNED TO DRAW TRAVELERS B/C Connector
Philadelphia International Airport’s goal for the specialty retail program in the B/C
D/E Connector
Connector was to take advantage of the 5,780,469 million passenger
Operator: Marketplace Philadelphia Management
enplanements in Terminals B and C in 2011. As such, 20 retail tenants occupy
Airport website
22,142 square feet of the B/C Connector. The goal for the retail program in the D/E Connector was to take advantage of a major change in traffic flow created by 14 exit lanes of the newly configured security screening Annual Sales Per Square Foot
B/C: D/C:
$447 $563
building. The airport created 9,000-plus square feet of highly visible retail space
Slides on the B/C program. Slides on the D/E program.
between Concourses D 67
and E with 10
sessions to motivate staff and learn new techniques to enhance
retailers/eateries.
customer satisfaction. Each location also is secret shopped
The airport
quarterly.
wanted to create a lineup of retailers that would entice passengers coming out of B/C security to stop and take notice. The retail line-up ACI-NA President Greg Principato presents the
consists of
second place award for Best Specialty Retail
national
Program for Large Airports to James Tyrrell of
merchants
Philadelphia International Airport. ACI-NA Board
including Tumi,
Chair Dave Edwards looks on.
The Gap, Swarovski, Brooks
Brothers, The Body Shop, Bose, Brighton, Brookstone, Johnston & Murphy, InMotion Entertainment, Lids, Sunglass Hut and more. Local favorites include Time to Fly and Roster. The Philadelphia Marketplace Food and Shops strive to exceed each passenger’s expectations with a merchant incentive program gives every merchant a chance to earn points based on great customer service and participation in marketing programs. All stores participate in monthly customer service training 68
Best Specialty Retail Program: Medium Airports: 1st Place
Sacramento International Airport SPECIALTY SHOPS OFFER THE ‘RIGHT” MIX Concourse and Terminal B
Sacramento International Airport’s Terminal B opened on October 6, 2011 with a
Airport website
central terminal and concourse that will meet the rising demand for passenger services and improve the airport’s ability to attract new carriers and routes. The specialty retail program in Terminal B has met the objectives of the overall concession program by increasing gross sales, creating a sense of place by incorporating local elements into the design and concession choices as well as establishing the right mix of local, Annual Sales Per Square Foot
$781
regional, and Slides of the Sacramento program.
national brands.
69
Shopping in the terminals is easy to do especially since
stores and past kiosks. All concessionaires comply with a pricing
passengers can find familiar national brand concepts in addition
policy that requires that prices be no higher than those at their
to specialty gift items and gourmet sweets from the Northern
street side locations of similar venues within Sacramento plus
California area. The product offerings ensure passengers can find
10%.
souvenirs and gifts from local artists from the region and the trendiest national brands. Ease of access through open storefront designs assist passengers in moving freely in and out of the
Terminal B has strong design standards, attractive storefronts and an inviting shopping atmosphere. On the transfer level presecurity, all passengers pass the retail stores on their way to the concourse. This area was also designed to include spacious waiting areas for family and friends to greet arriving passengers. The Sacramento County Airport gauges customer satisfaction through the use of comment cards located throughout the terminal, customer service emails solicited from all airport websites and the county airport system homepage; social media, and ACI Airport Service Quality (ASQ) surveys.
ACI-NA President Greg Principato presents the first place award for Best Specialty Retail Program for Medium Airports to Karen Scranton and Angela Hourigan of Sacramento International Airport. ACI-NA Board Chair Dave Edwards looks on.
70
Best Specialty Retail Program: Medium Airports: 2nd Place
Indianapolis International Airport CIVIC PLAZA VISUALLY LINKS TO ‘CIRCLE CITY’ The overriding goal of the Indianapolis Airport Authority was to create a unique
Civic Plaza
destination meeting place that reflected the many civic areas within Indianapolis.
Airport website
Local flavor is infused into the program by the presence Brickyard Authentics and Cultural Crossroads. Other Slides of the Indianapolis program.
Annual Sales Per Square Foot
$462
national brands are also
represented. Civic events that have worked successfully in conjunction with the specialty retail operators have been; the annual arrival of Santa Clause, Fashion’s Night Out, Indy Jazz Fest events book signings by local authors, a wedding and
71
visits by Dora the
architecturally integrated works of art, 60-foot ceilings, and a
Explorer and visits
200-foot diameter skylight. The circular atrium is a symbolic echo
by mascots from
of the city which is known as "Circle City". The circular layout
the Indianapolis
allows all concessionaires to have maximum exposure to
Colts and Indian
customers. The four quadrants of civic plaza consist of a quick-
Fever for team
serve food area, a full-service restaurant area and two specialty
rallies.
retail quadrants. The expansive floor plan provides an ideal space
The goal of the airport was to
ACI-NA President Greg Principato presents the second place award for Best Specialty Retail Program for Medium Airports to Archie Carper of
for reunions and farewells, and offers a clear view of the airfield and downtown Indianapolis.
create a
The airport maintains an online feedback program, Twitter and
distinctive
Facebook accounts where we are able to respond quickly to
location with a
customer comments. It also participates in the international
wide-ranging mix
Airport Service Quality (ASQ) program.
of local and
Indianapolis International Airport. ACI-NA Board
national
Chair Dave Edwards looks on.
concession options to satisfy
visitors from all over the world as well as meeter's and greeter's. Retail offerings include men’s and women’s clothing from athletic apparel and hats to motorcycle leathers to business attire, electronics, accessories, books, local museum and cultural gifts and more. Offerings are available at all price points and are offered at street prices to our customers. The passenger journey begins in Civic Plaza, a spacious sunlit pre-security atrium composed of striking features, including 72
Best Specialty Retail Program: Small Airports: 1st Place
Halifax-Stanfield International Airport ‘RETAIL TUNNEL’ IS POST-SECURITY GREETING Operator: Hudson Group
At Halifax Stanfield International Airport, the specialty retail program is designed to
Airport website
provide a “sense of place” by offering unique gifts that intrigue our passengers and visitors. To achieve this objective in presecurity, the airport expanded the footprint and visibility of the existing Hudson Aeromart news and gift store, creating more space to expand the merchandise Annual Sales Per Square Foot
$875
Slides of the Halifax program.
offering from Kidsworks, Roots and Travel & Leisure.
A highlight of our specialty retail offering is the large pre-security Clearwater
73
Seafood shop
Domestic/international passengers, after check-in, flow through a
featuring a tank
retail “tunnel” before entering a central courtyard ringed with retail
with live lobster.
and food and beverage offerings, much like Halifax’s historic
Post-security, the
waterfront shops. The center court acts as an anchor to the
airport worked
overall concession program. One of the challenges at Halifax
with The Hudson
Stanfield, is a domestic/international departures level that is long
Group to add a
and narrow, with passengers turning either right or left to get to
Tech on the Go
their gates. To help offset this, passengers encounter a cluster of
electronics store,
retail shops immediately post-security, including its largest news
plus we
and gift outlet.
collaborated with Aer Rianta to ACI-NA President Greg Principato presents the first place award for Best Specialty Retail Program for Small Airports to Jamie Dwyer of Halifax
expand the international departures Duty
Free shop and Stanfield International Airport. ACI-NA Board Chair created a walkDave Edwards looks on.
Halifax International Airport Authority has created and provides The Stanfield Way seminar to everyone at Halifax Stanfield. Customer satisfaction is gauged through the ASQ monitoring system, email, comment cards, Facebook and Twitter as well as feedback through the Halifax Stanfield Merchants’ Association.
through Duty Free shop in our U.S. Pre-clearance area. Authentic local flavor was added with outlets such as The Nova Scotia Store, Lunenburg Crafts, Clearwater Seafood, The Atlantic Sweet Shoppe and the ArtPort Gallery. In our specialty retail program, 35% of the outlets are local, 30% national and 35% non-branded (airport only).
74
Best Specialty Retail Program: Small Airports: 2nd Place
Edmonton International Airport 13 SPECIALTY SHOPS ADDED IN EXPANSION Edmonton International Airport is continually evolving to meet Alberta’s increasing
Operator: Hudson Group
demand for air service. Over the past 12 months, Expansion 2012 has increased
Airport website
concession and retail space by 66 percent making room for a host of new services designed to make flying easier and more personal. EIA has overhauled its concession offering, adding a total of 34 new shops and services. Over the past year, EIA has added 13 new specialty retail outlets from a combination of Annual Sales Per Square Foot
$306
local and national operators. More slides of the Edmonton program.
Over the past year, EIA has added 13 new specialty retail options from a combination of local and national operators. EIA is committed 75
to supporting
enhancing the wayfinding and orientation process for passengers.
local business in
This results in a more intuitive flow for passengers while
the community
maximizing revenue opportunities.
that it serves and proudly opened Edmonton based Metalsmiths Sterling, Cookies by George, and Coney Island ACI-NA President Greg Principato presents the second place award for Best Specialty Retail Program for Small Airports to Carmen Donnelly of Edmonton International Airport. ACI-NA Board Chair Dave Edwards looks on.
EIA has an airport-wide customer service program known as EIA Team, which is made of 80 companies and 4,000 employees who contribute to the customer’s overall experience. This program offers training to front line staff in customer service skills as well as Disability Awareness Training. Terminal operations are an important factor in the success of our retail program. The airport receives feedback on all aspects of passenger experience from its regular ACI Airport Service Quality surveys.
Candy in the new Domestic/ International Passenger. Further additions to EIA’s specialty
retail offering include Tech on the Go, Sunglass Hut, Red Canoe, Artizan, Mexx, A Flight of Wine & Spirits, Discover Alberta, iStore, and a walk-through Dufry Duty Free store. The airport adopted a thematic retail concessions master plan. This plan also ensures that each thematic zone relates to the city and region in a recognizable way. The plan establishes guidelines that allow for an integrated and coordinated approach to creating unique and memorable experiences for all passengers while 76