Marketing services in Hounslow – Framework Lead

The current contract for Marketing services in Hounslow is projected to end on 2/3/2018 and may be available for re-tender.The current contract for Marketing services in Hounslow included an enhanced service proposition that reflects the diverse needs of our discerning passengers, with multi-lingual services matched to our variable flight schedules and world-wide destinations and cultures.Our requirements are split into the two lots:-. Lot 1 Passenger Ambassador – Operational Services (including disruption contingency).Lot 1 is for the delivery of face-to-face customer service at many points on the passengers’ journey through the airport. Roles will typically, but not exclusively, include offering information and advice, giving directions, hosting automated processes and free-to-user services and informing passengers of appropriate rules and policies relating to airport procedures.Lot 2 Passenger Ambassador – Retail Services.Lot 2 is for the delivery of face-to-face sales through service, mostly centred in the departure lounge on the passengers’ outbound journey from Heathrow. Roles will typically, but not exclusively, include offering information and advice, giving directions, distributing promotional literature, undertaking promotional activities, assisting sales in the airport’s retail environment, providing a Personal Shopper service to a sub-set of passengers, managing a ‘Shop & Collect’ service (buy on departure, collect upon return to Heathrow) and a ‘Reserve & Collect’ service (reserve online, collect at Heathrow). There will also be a requirement for the provision of a call-centre facility to administer the Reserve & Collect programme and encourage sales.