consolidated rental car center shuttle operations creating a high standard of service
TRANSCRIPT
Consolidated Rental Car Center Shuttle Operations
Creating A High Standard of Service
Introduction
Reduce Curbside CongestionCreate Continuity in StandardsProvide Additional Tenant Space
Locations
Present • Albuquerque• Baltimore (BWI)• Cleveland• Dallas/Ft. Worth• Houston Intercontinental• San Francisco• Sacramento (first)• Ft Lauderdale• Newark• Ontario, CA.
Future • Las Vegas• Kansas City• Atlanta• Miami
Fast Facts
• Ridership – 1.5 to 4 Million Annually– 500 to 3000 Passengers Per Hour
• Annual Miles– .5 to 3 Million
• Percentage of Airport Passengers – 18 to 25% Total
• Cost of Operations– 2.5 to 8 Million (recovered through CFC)
Who Do We Serve?
• Patrons
• Airport
• Industry
Elements Of Good Service
A. Proactive Customer Service PlanB. Satisfy CommunityC. Establish Headways and Service GuidelinesD. Proper Staffing & TrainingE. Select the Correct BusF. Maintain Strong Bus MaintenanceG. Monitor Service Levels
Proactive Customer Service PlanProactive Customer Service PlanAA
1. Warm, Friendly, Meet-n-Greet
2. Excellent Communication Skills
3. Direct/Que Passengers
4. Assist with Baggage
5. Identify Patrons In Need
6. Curbside Dispatcher / Insure Headways
Proactive Customer Service PlanProactive Customer Service PlanAA
• Customer Service Representatives
– Flight/Terminal Info.– Direct Passengers– Assist with Baggage– Curbside Dispatch
Proactive Customer Service PlanProactive Customer Service Plan
• Drivers– Professionalism– Luggage Assistance– Clear, Concise Customer
Announcements
Proactive Customer Service PlanProactive Customer Service Plan
• Employee Appearance and Grooming
Proactive Customer Service PlanProactive Customer Service Plan
Satisfy Airport Community(Airport, Industry, Patron)
BB
Satisfy Community
1. Create Process for Good Communication
2. Meet Acceptable Performance Guideline
3. Meet Regularly
Establish Headways and Service Guidelines
1. Determine Acceptable Patron Wait Time
2. Service Standards For Peak/Non-Peak Periods
3. Pick up/Drop Off Locations
4. Dedicate Curbside
CC
Loop Distance (Lot to Terminal) 1.9 Miles
Loop Distance (Terminal to Lot) 2.4 MilesMiles
Loop Distance (Inside Lot) .9 Miles
Total Loop Distance 5.2 Miles
Average Loop Cycle Time (With 2.0 Minute Dwell-Limit per Stop) Avg. 4 Stops
30 Minutes
Desired Headway 4 Minutes
Minimum Vehicles to Meet 4 Minute Headways (Off Peak)
4
Passengers at Maximum Peak. (Avg.) 570 over 1 Hour Period Arriving and Departing
Minimum Vehicles to Meet Headways (At Peak)
8
Recommended Bus Specification 23 Passenger Low Floor
Proposed Fleet 10 New Plus 4 Back-Up Buses
Estimated Driver Hours per Week 1,120
Total Drivers 23
Total Supervisors General Manager Plus,4-Supervisors1-Customer Service Rep.
Performing a Headway Analysis
Time Passengers Buses Time Passengers Buses
0:00-1:00 47 3 12:00-13:00 268 8
1:00-2:00 20 2 13:00-14:00 404 8
2:00-3:00 12 2 14:00-15:00 452 8
3:00-4:00 3 2 15:00-16:00 570 8
4:00-5:00 15 3 16:00-17:00 501 8
5:00-6:00 52 4 17:00-18:00 418 8
6:00-7:00 89 5 18:00-19:00 374 8
7:00-8:00 120 5 19:00-20:00 211 7
8::00-9:00 231 6 20:00-21:00 183 7
9:00-10:00 198 6 21:00-22:00 171 5
10:00-11:00 285 7 22:00-23:00 94 5
11:00-12:00 300 8 23:00-24:00 77 4
Scheduling to Meet Demand-Load Factors by Hour
Demand SchedulingVehicles on Route
0
2
4
6
8
10
12
14
16
SatSunMonTueWedThuFri
1. Driver Requirements
2. Recruiting Sources & Process
3. Training
4. Ideal candidate
Proper Staffing & TrainingDD
Training
• Quality Trainer – Technical & Customer Service
• Qualify Drivers – Can They Really Handle the Vehicle?
• Establish High/Specific Expectations• Spatial Orientation Practice • On Going Training Quarterly - Safety &
Service• Reward & Recognition for Job Well Done
• CDL• Endorsements:
– Passenger– Air Brakes
• Medical• Clean Driving Record• Effective
Communicator
• Service Oriented• Ability to Lift Bags• Enjoy People (Smile)• Pre-Employment
Screening/Aptitude Testing
• Drug/Alcohol Free• Trainable
RecruitingHiring
Proper Staffing & TrainingDriver
Qualifications
• Driver Training– Defensive Driving
Techniques
– On Going Driver Skills Testing
– Special Needs Passengers
– Proper Lifting Techniques
– Pre-Trip/Post-Trip Inspection
TrainingTechnical
Ideal Candidate
• Maintain High Service Expectations
• Expect To Monitor & Continual Training
Ideal Candidate
Select the Correct BusEE
Select the Correct Bus
1. Annual Mileage, Climate, Fueling Infrastructure and other Factors will help to Determine
a) Engine Sizeb) Transmissionc) Chassis Size
Gross Vehicle Weight Considerations Air Brakes
d) Heating/Air Conditioning Systems
2. Size – Typically Medium to Largea) Seating 23 – 28 Passengersb) Headway Analysisc) Low vs. High Floord) Luggage Rack Consideratione) Hills and Braking Requirementsf) Life Expectancy 7-12 Years
Select the Correct Bus
3. Configuration – a) 2 Doors or 1
b) Perimeter Seating or Mixed
c) ADA equipment
Select the Correct Bus
Select the Correct Bus
4. Fuelsa) Diesel – Most Common
Improving Emissions “Clean Diesel” Accommodates Long Idle Repairs Generally Cost Less
b) Compressed Natural Gas (CNG) Fuel Capacity Limitations Slow Fueling Power Significantly Higher Maintenance Costs
5. Cost Range $180-350K– Options
• Low Floor• Kneeling• 2-Door• Engine Size• Fuel Type• GPS Tracking• Graphic Package
Select the Correct Bus
• Generally The Operator Should…
– Be Thoroughly Familiar With Fleet Condition– Contract Service or Perform “In House”– Continual State of Review and Evaluation– Develop Rapport with Manufacturers
Establish Strong Maintenance Program
FF
Service Pro Con
Contracted
Maintenance
•Sizeable Resources & Support•On Going/Certified Training•Operator Focuses on Customer Service•Manage DOT Records
•More Expensive•Less Direct Management
“In House” Maintenance
•Less Expensive•Increased Control
•Significant Operator Liability•Limited Training•Less Focus on Core Competency•EPA Requirement
Establish Strong Maintenance Program
• Preventative Maintenance
– Large/Medium Buses• Recommended Every 300
Hours
Establish Strong Maintenance Program
• Bus Washing• Bus Interior Detailing
Establish Strong Maintenance Program
Year of Operation Average R&M Cost
Year One $9,040 - Warranty
Year Two $15,400
Year Three $19,000
Year Four $21,400
Year Five $27,400
Annual Cost 28 Passenger Bus 70,000 Miles/Yr.
Establish Strong Maintenance Program
Monitor Service LevelsGG
1. Establish Consistent Procedures
2. Customer Surveys
3. Driver Audits
4. Timing Audits
5. Reporting
Monitor Service Levels Rental Car Shuttle
Driver’s Name: Time: Bus #:
Customer Service: Proper Uniform/neat & clean Yes___ No____ Name Plate displayed Yes___ No____ Proper Boarding/Un-boarding Excellent___ Above Avg___ Avg___ Improvement
req___ Recorded announcement correct Excellent___ Above Avg___ Avg___ Improvement
req___ Uses PA system Excellent___ Above Avg___ Avg___ Improvement
req___ Attentive to customers Excellent___ Above Avg___ Avg___ Improvement
req___ Cleanliness of bus Excellent___ Above Avg___ Avg___ Improvement
req___ Use of the 3 Keys Excellent___ Above Avg___ Avg___ Improvement
req___ Procedural compliance: Passenger log accurate Excellent___ Above Avg___ Avg___ Improvement
req___ Proper Lifting technique Excellent___ Above Avg___ Avg___ Improvement
req___ Adheres to Radio Procedures Excellent___ Above Avg___ Avg___ Improvement
req___ Vehicle Pre-trip Inspection Excellent___ Above Avg___ Avg___ Improvement
req___ Communicates/works well w/emp. Excellent___ Above Avg___ Avg___ Improvement
req___ Driver Skills: Seatbelt worn Yes___ No____ Uses Outside mirrors Excellent___ Above Avg___ Avg___ Improvement
req___ Driving courtesy Excellent___ Above Avg___ Avg___ Improvement
req___ Use of Wheelchair (demonstrate) Excellent___ Above Avg___ Avg___ Improvement
DRIVER PERFORMANCE REPORT
Date:
Measuring Customer Satisfaction
0
10
20
30
40
50
60
70
80
90
100
Availablity
Appearance
Courtesy
Communication
Competence
Cleanliness
ExcellentGoodFairPoor
Consolidated Rental Car Center Shuttle Operations
Creating A High Standard of Service