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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.

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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

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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

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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.

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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.

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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.

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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.

62

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.

63

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