Consolidated Rental Car Center Shuttle Operations Creating A High Standard of Service

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


• Employee Appearance and Grooming


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


3. Configuration – a) 2 Doors or 1

b) Perimeter Seating or Mixed

c) ADA equipment



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


• 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


• Preventative Maintenance

– Large/Medium Buses• Recommended Every 300

Hours


• Bus Washing• Bus Interior Detailing


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.


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

Documents

Consolidated Rental Car Center Shuttle Operations Creating A High Standard of Service