Soft skill training for airport staff

Soon, a housekeeping staff or a security personnel could guide you to the nearest bar or ATM in any of the terminals at the Mumbai airport.

Soon, a housekeeping staff or a security personnel could guide you to the nearest bar or ATM in any of the terminals at the Mumbai airport.

HT Image

The Mumbai airport operator is training staff across departments to help passengers, who need assistance in locating facilities inside the two domestic and two international terminals.

As part of the ‘Know your Airport’ programme, staffers from the custom and immigration departments, airlines personnel and Central Industrial Security Force (CISF) have been asked to mug up a brochure containing a detailed list of airport facilities. Mumbai International Airport Limited (MIAL) officials are also conducting sessions to prepare them for the task.

“We have observed that every department’s knowledge about the airport’s topography is limited to their respective work areas. Therefore the training is essential,” said a MIAL spokesperson.

MIAL staff will also pose as passengers to conduct frequent surprise checks on the staff. The airport operator will also give away 10 awards to the best performers nominated by their respective departments and judged by a special panel.

Such crash-course trainings are essential because the airport is being redeveloped. “Signage at some places is missing because terminals are being pulled down and rebuilt. At the same time new facilities are being added every two months,” said Vaibhav Turakia, a chartered accountant, who travels at least twice a week.

The training exercise is the second phase of a larger soft skills grooming programme. Last year, staff was trained to be polite and friendly with passengers because the service quality audits showed ‘staff behaviour’ was the biggest passenger grouse.