For the fourth year in a row, Changi Airport has picked up the eminent title of the “World’s Best Airport” as voted by global air travelers.
With more than 250 Trolley Service Officers and Supervisors deployed across 3 terminals, Smarte Carte plays an important role when it comes to welcoming passengers at Changi Airport. As one of the first critical touch points, providing excellent service and ensuring that adequate trolleys are available at both Arrival and Departure Halls, are integral in making the customer experience at Changi a delightful one.
Angela Tan, HR Manager of Smarte Carte, recognises the need to equip staff with the necessary skills and knowledge to help them excel in their field of work. “With relevant training, this enables staff to be more confident and consistent in their daily interactions with customers. They also had greater awareness of the impact of their roles and were aligned with Changi Airport’s service vision.”
Celebrating diversity at the workplace, Smarte Carte’s most veteran employee is 84 years old. Angela added “Education has no age boundaries. A key strategy in keeping our workforce agile and resilient is by embracing lifelong learning. Regardless of our employees’ career stages, we are committed in grooming our people both personally and professionally.”
Lauding the success of the WSQ Demonstrate the Service Vision programme, Angela was impressed with the facilitator’s capability in engaging the senior participants. “Initially, we were concerned about the language barriers and if they could all keep up with the learning pace. However, Elena’s unique facilitation style, creativity and her dynamism made the lesson very refreshing. The participants really enjoyed themselves and understand what it takes to deliver better service.”