LANDSIDE MANAGEMENT CONCESSIONS Presented by: Jacqueline Besser, President DAJA International LLC 9/15/08

What are the factors used to determine a Good Landside Concession? What are the factors used to determine a Good Landside Concession? Landside Concessions

Qualities of a Good Landside Concession Qualities of a Good Landside Concession Good concessions bridge and effectively serve the interests of the Customer, Airport and Concessionaire Good concessions bridge and effectively serve the interests of the Customer, Airport and Concessionaire It is a business relationship built on trust, honesty and confidence affording the Concessionaire the ability to live up to the expectations of the Airport It is a business relationship built on trust, honesty and confidence affording the Concessionaire the ability to live up to the expectations of the Airport It is a relationship with the common interest of exceeding the expectations of the Customer It is a relationship with the common interest of exceeding the expectations of the Customer Provides an opportunity for added – value, quality and service benefits to customers while providing service, quality and economic benefit to the Airport Provides an opportunity for added – value, quality and service benefits to customers while providing service, quality and economic benefit to the Airport Provides the opportunity for Airports to examine, institute and realize the benefits of “Third Party Management Systems” Provides the opportunity for Airports to examine, institute and realize the benefits of “Third Party Management Systems” Systems/Concessions provide for Accuracy and Integrity Systems/Concessions provide for Accuracy and Integrity Free up Airport Staff and Resources Free up Airport Staff and Resources

Defining Goals/Objectives Provide clear identification of the goals and objectives Provide clear identification of the goals and objectives Clearly detail how goals/objectives will be achieved Clearly detail how goals/objectives will be achieved Understand relationships, internal/external Understand relationships, internal/external Quantify Customer Service/Satisfaction expectations Quantify Customer Service/Satisfaction expectations Standardization of Performance Expectations Standardization of Performance Expectations Communication/Reporting Communication/Reporting Manage and protect client Assets and Interests Manage and protect client Assets and Interests

Curbside Management Taxicab Dispatching Parking Operations Valet Operations Bus Operations Ground Transportation Center Types of Landside Concession Agreements

Understanding the Process How does the process begin? How does the process begin? How is the project evaluated? How is the project evaluated? What is the basis for the award? What is the basis for the award? How dHow d

Types of Processes used by Airports Request for Proposal (RFP) ‏ Request for Proposal (RFP) ‏ Request for Quote (RFQ) ‏ Request for Quote (RFQ) ‏ Request for Information (RFI) ‏ Request for Information (RFI) ‏ Request for Qualifications (RFQ) ‏ Request for Qualifications (RFQ) ‏

Good Concession Contracts & Reasonable Growth Projections Good Concession Contracts & Reasonable Growth Projections Reasonable financial projections Reasonable financial projections Reasonable population growth projections Reasonable population growth projections Reasonable employment growth projections Reasonable employment growth projections Reasonable contract in order to fulfill projection requirements Reasonable contract in order to fulfill projection requirements

Concessionaire Responsibility Ability to understand the needs of the Airport and its’ Customers Ability to understand the needs of the Airport and its’ Customers Provide effective Management Provide effective Management Maintain communication with stakeholders Maintain communication with stakeholders To be responsive with the ability to anticipate and react to changes in the environment To be responsive with the ability to anticipate and react to changes in the environment Resourcefulness Resourcefulness Serve and promote the interests of Airport Serve and promote the interests of Airport

Airport Responsibility Provide support Provide support Provide accurate historical data/research and analysis Provide accurate historical data/research and analysis Maintain open lines of communication and clear reporting relationships Maintain open lines of communication and clear reporting relationships Insure Airport and Concessionaire have common objectives Insure Airport and Concessionaire have common objectives Promote and foster a strong management & partnership w/concessionaire Promote and foster a strong management & partnership w/concessionaire Provide sound contract language and effective contract administration Provide sound contract language and effective contract administration

Selecting a Good Concessionaire - Must be driven to provide outstanding service - Must be committed to project success - Must have considerable industry knowledge - Must have instituted effective contingency planning - Must have a successful track record in the industry with the motivation to deliver the service as expected - Must provide a cost effective alternative for Airports