My names Matthew Cahalan and I'm the Duty Manager at London City Airport. My main responsibilities are Sales and Service and following the wheel.
[Paul Cadwell] The City Airports Manager role is to really drive the business of the locations that we look after. [Lucy Lillis ,City Manager London Northwest] So my key responsibilities are the P&L ultimately, the running of the offices making sure the Duty Managers know what their targets are, and reviewing their targets with them and actioning anything to do with Net Promoter.
My Name is Chanette Gelman, and I'm the City Manager here in Nice Airport. Nice Airport is a very big office, the most important in my area and we have more than 4,000 cars in our fleet.
[Stephane Guillot, Airports Manager Nice Airport] My role consists of managing the team, in order to ensure everything happens in the best way possible. [Cécile Reitano, Assistant Manager Nice Airport] We are always in contact with people, with customers. [Bruno Marx, Station Manager - Nice Airport] My job is really to coach them the best I can, and always try to give them a smile.
[Cécile Reitano] I expect my managers to be true leaders, which means to transform all the visions of the group, and my vision, into reality in the field.
[Paul Cadwell] In every airport environment it's important to secure as much walk in business as possible and the only way that you can do that is about ensuring that the customer leaves you in a positive frame of mind.
[Matthew Cahalan] As soon as someone walks through the door, stand up, smile and greet them, if they haven't got a booking they're more than likely to come to you now as you've acknowledged them.
On a day to day basis I'm coaching the team, setting them targets, making sure that we're not just selling to the customers but that we're providing them with a great experience also. It's no good getting a sale from the customer, but then them not coming back because they feel that they've been treated poorly by Avis.
[Paul Cadwell] Everytime I visit a location, I do the walk of the customer from where they might have arrived to our rental desk, then I'll do observations with the team serving the customers so that I can pick up any areas that could be improved.
[Matthew Cahalan] You spend a lot of your day reacting to customer needs. Dealing with things that you didn't set your day out to plan for.
[Paul Cadwell] The challenges we face tend to centre around people and fleet. So at the moment, we're 24 heads short in our region so we need to make sure we've got the right people, in the right places, at the right time. And also the same with the cars.
[Bruno Marx] Every day you have something happening. Every day you have to deal with clients and the fleet cars available/not available.
[Paul Cadwell] Dealing with difficult customers, or one's that are upset, we implement a policy of listen and resolve. So first of all you listen to their problem. Let them know that you will personally deal with it, and then deal with it. There's not many problems that we can't resolve at a branch level. There's no point just saying to the customer 'just write in to customer service' because they go away and in that time before they've emailed customer service they've told 15 people how rubbish we were at helping them.
[Stephane Guillot] Communication is very important, especially when dealing with problems. So speaking with the persons involved, seeing where the problem could be, and then deciding how to sort it out.
[Lucy Lillis] Some of my stations don't have managers, and I think they do find that challenging at times, so that's why they know I'm always available for them.
[Bruno Marx] You have to be motivating, this is also the job of the manager. [Lucy Lillis] I think that what makes us better than the competition is the people that we have working for us. I really do believe that we've got the best people in the industry working for Avis Budget Group. We've also got the best fleet, so it really helps our people push ancillary sales.
[Bruno Marx] For me this industry sector is really focused on client satisfaction. You don't have the right not to provide the best service you can. [Stephane Guillot] We're all here to serve the customer, that's it.
[Paul Cadwell] Avis is now completely different when compared to two years ago. [Lucy Lillis] We've got more focus on service. More focus on sales. [Paul Cadwell] So now we've got fleet that's only four months old, when maybe two years ago we had cars on fleet that we'd had for maybe a year. [Lucy Lillis] The team we have now is the best team I've ever worked in. [Paul Cadwell] We're one step ahead of the competition at the moment with our fleet and what we're doing with our people. [Lucy Lillis] I love the excitement, I love working with the customers, the company — it's challenging, but that's what I love about it.
[Chanette Gelman] What I like about Avis is that I think it's the complete job. [Matthew Cahalan] I love the dynamic role. I love that every day is different. I can come in and there's unexpected problems and it encourages you to think on your feet, makes the role exciting. [Lucy Lillis] I've got to say this is the best I've ever seen it.