Turning airport staff into ambassadors: 2.0 & Partners rolls out new Airport Ambassador Academy
2.0 & Partners introduces the Airport Ambassador Academy
Travel Retail experts 2.0 & Partners are breaking new ground with their latest dedicated training course, which seeks to elevate the expertise and engagement of all frontline airport staff.
Research has shown that the two things which define the airport experience for travelers are staff and queues. The new Airport Ambassador Academy from 2.0 & Partners’ Customer eXperience Management (CXM) business suite is crafted to help every member of airport staff play their role in creating the perfect travel experience.
Focused on empowering frontline staff with the skills and knowledge to engage and welcome international travelers, the Airport Ambassador Academy reflects a new mindset in the travel sector: seeing travelers as guests, not customers, with a focus on delivering exquisite hospitality and experience at every touchpoint.
The course has been expertly-crafted to impart insights and strategies on key issues which elevate the guest experience, including helping navigate the airport, defusing challenging situations, and delivering hospitality which speaks to the needs of every specific traveler.
The Airport Ambassador Academy is a four-hour, immersive training course offering globally-recognized certification
Looking beyond the confines of travel retail, the Airport Ambassador Academy seeks to elevate the hospitality expertise and drive a cultural change for all airport frontline staff, including those at check-in, security, retail, food & beverage, lounges and information desks. The course was developed with the insights of 2.0 & Partners Senior Partner Vittoria Passoni, leveraging her extensive experience in international hospitality management.
Passoni, who is also Brand Ambassador for the Airport Ambassador Academy, said, “At 2.0 & Partners, we spend much of our time working with elevate the airport experience. Every day our Strategic Mystery Shopping investigations underline that every member of frontline airport staff has a key role to play in in shaping how guests feel – and how they remember their journey.
“From the outset, the Airport Ambassador Academy was designed to foster a mindset of care, professionalism and authentic hospitality. In a fast-paced environment like an airport, it is people who make the difference between good service and exceptional experience. A happy and relaxed traveler is more likely to engage with the airport’s wider offer, so perfect hospitality is a must from the moment your passengers arrive.”
The Airport Ambassador Academy is a four-hour, immersive training course, available both as a four-hour in-person workshop and as a structured digital e-learning course, enabling airports to choose the format that best suits their operational needs. Offering key skills and a globally-recognized certification, it is described as “the next step in creating the perfect experience for every traveler around the world”.
