Sepang, November 18th, 2014 – At its recently-concluded Concessionaries Conference, Malaysia Airports Holdings Berhad (Malaysia Airports) has urged its concessionaires operating at KLIA and klia2 to strive towards a sales-service excellence culture.
According to Datuk Badlisham Ghazali, Managing Director of Malaysia Airports, as the first and last point of contact for visitors entering and exiting Malaysia, concessionaires are the “guardians” of the country’s premier gateways.
“Airport front liners are the ones who give that crucial first impression and also the last group of people who will leave a lasting memory in the minds of those who pass through our airport gates.
“Establishing a Sales-Service Excellence Culture is not optional. It is critical to our long-term success. Sustaining a Sales-Service Excellence Culture should be viewed as a positive achievement,” said Datuk Badlisham.
Malaysia Airports’ sixth Concessionaires Conference was attended by over 250 participants representing 90 companies. It was officiated by the Director General of Tourism Malaysia, Datuk Mirza Mohammad Taiyab who represented the Minister of Tourism.
Speakers at the Conference included Edward Clayton, Managing Partner, Strategy&, author and business leader Bruce Sullivan, and James Ingram, Director of DKMA.
The Conference also saw Puan Faizah Khairuddin, Senior General Manager, Commercial Services, Malaysia Airports sharing commercial rejuvenation plans for KLIA, the country’s premier gateway.
“Now that Malaysia Airports has turned our dreams for klia2 into reality, it is time for us to expand our dream to KLIA. KLIA is 16 years old and has reached its design and traffic capacity. To remain competitive amidst the many other newer airports that have been built, we need to refurbish it and make it exciting and relevant to today’s travellers,” said Puan Faizah.
Puan Faizah revealed that retail rejuvenation of KLIA will begin in 2015 and will be carried out in two phases, parallel to the airport’s capacity expansion plan.
At the conference, Malaysia Airports also recognised outstanding concessionaires by awarding them with the Malaysia Airports Champion Award 2014. The Awards spanned 12 categories. They were:
| No | Awards Category | Award Recipient |
|---|---|---|
| 1 | CHAMPIONS AWARD 2014 - LIQUOR & TOBACCO | DFZ(M) SDN BHD |
| 2 | CHAMPIONS AWARD 2014 - CHOCOLATES & CONFECTIONARIES | MALAYSIA AIRPORTS (NIAGA) SDN BHD |
| 3 | CHAMPIONS AWARD 2014 - PERFUMES & COSMETICS | MALAYSIA AIRPORTS (NIAGA) SDN BHD |
| 4 | CHAMPIONS AWARD 2014 - FASHION ACCESSORIES | ENVICO TRAVEL RETAIL SDN BHD |
| 5 | CHAMPIONS AWARD 2014 - TRAVEL RETAIL / EMPORIUM / SPECIALTY | CALIBRE TRAVEL RETAIL SDN BHD |
| 6 | CHAMPIONS AWARD 2014 - CAFÉ / BAKERY / BAR / RESTAURANT / GRAB N GO | TABCO FOOD & SERVICE SDN BHD (Bones) |
| 7 | CHAMPIONS AWARD 2014 - FAST FOOD | DEWINA HOST SDN BHD (Burger King) |
| 8 | OUT OF THE BOX AWARD 2014 | CB FRANCHISING SDN BHD |
| 9 | MOMENT OF TRUTH AWARD 2014 | SUPER STRAP ENTERPRISE |
| 10 | MALAYSIA AIRPORTS SDN BHD - BEST SUPPORTING PARTNER AWARD 2014 | MALAYSIA AIRPORTS (NIAGA) SDN BHD |
| 11 | MALAYSIA AIRPORTS SDN BHD - TOP IN CLASS AWARD 2014 | QUANTUM CHOCOLATE & CONFECTIONERY (M) SDN BHD |
| 12 | MALAYSIA AIRPORTS (SEPANG) SDN BHD - TOP IN CLASS AWARD 2014 | CB FRANCHISING SDN BHD |
Photo caption, bottom: Datuk Badlisham Ghazali, Managing Director, Malaysia Airports and Puan Faizah Khairuddin, Senior General Manager Commercial Services Division, Malaysia Airports with Award Winners 2014 for the categories of Out of the Box, Moment of Truth, Malaysia Airports Sdn Bhd - Best Supporting Partner, Malaysia Airports Sdn Bhd - Top in Class and Malaysia Airports (Sepang) Sdn Bhd - Top in Class.