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CONCESSIONS QUARTERLY MEETING06.27.17
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• Welcome
• 2017 (Jan – April) Financial Update
• PVC Update
• Colorado Dept of Agriculture (Colorado Proud)
• Special Olympics Colorado
• DEN Customer Service / Brand Video Overview
• DEN Events
• DEN Environmental
• DEN Security
• Tornado Training
• Reminders / Closing
Agenda
PLEASE REMEMBER TO SIGN IN / PROVIDE CONTACT INFO
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Early 2017 (January – April) Update
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2017 | Enplanements & Sales
Enplanements CON A CON B CON C Total2017 2,482,679 4,047,467 2,828,485 9,358,6312016 2,110,956 3,720,209 2,917,792 8,748,957
% Variance vs. 2016 17.6% 8.8% -3.0% 6.9%
Sales CON A CON B CON C Terminal Total2017 28,023,557 46,247,034 31,277,243 8,423,089 113,970,923 2016 22,474,260 42,573,000 32,849,367 8,281,651 106,178,278
% Variance vs. 2016 24.7% 8.6% -4.8% 1.7% 7.3%
Sales Per EPAX CON A CON B CON C Terminal Total
2017 11.29 11.43 11.06 1.42 12.182016 10.65 11.44 11.26 1.49 12.14
% Variance vs. 2016 6.0% FLAT -1.8% -4.7% 0.3%
January - April
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2017 | Food & Beverage and Retail
Sales CON A CON B CON C Terminal Total2017 17,162,389 30,997,556 23,416,815 6,045,286 77,622,0462016 14,189,226 28,460,434 24,215,718 6,255,076 73,120,454
% Variance vs. 2016 20.9% 8.9% -3.3% -3.3% 6.2%
January - April
Sales CON A CON B CON C Terminal Total2017 9,004,000 13,308,528 7,334,413 1,653,516 31,300,4572016 7,070,340 12,266,061 8,006,379 1,395,345 28,738,125
% Variance vs. 2016 8.5% 8.4% -8.4% 18.5% 8.9%
Food & Beverage
Retail
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2017 | Services and Duty Free
Sales CON A CON B CON C Terminal Total2017 1,193,961 1,546,576 526,015 724,288 3,990,8402016 842,398 1,561,916 627,270 631,230 2,662,814
% Variance vs. 2016 41.7% -1.0 -16.1% 14.7% 8.9%
January - April
Sales CON A CON B CON C Terminal Total2017 663,206 382,374 - - 1,045,5802016 372,296 284,589 - - 656,885
% Variance vs. 2016 78% 34.4% - - 59.1%
Services
Duty Free
Note: Duty Free Opened in February 2016
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OTHER ITEMS
Great Hall
Master Plan / RFP Updates
Revenue Reporting
AR
MAG Adjustments
Other
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QUESTIONS?
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PVC UPDATE
Premium Value Concessions Program:Where Are We Now?
Agenda
Who is LRA by Deloitte?
Mystery Shop Overview
PVC Program Timeline
PVC Overview
Your Success
Your Opportunity
Updates
Appeals
Score Miscalculation
FAQs
LRA by DeloitteCopyright © 2017 Deloitte Development LLC. All rights reserved. 13
IndustryExperience
Hospitality and Lodging
Healthcare and Senior Living
Travel and Transportation
Restaurant and Food Service
Federal
Real Estate, Facilities, and Services
Retail and Shopping Centers
Sports and Entertainment
Gaming Automotive
35 years of industry measurement experience
Global network of customer experience professionals
Leading edge data collection application and reporting tools
50,000+ inspections annually in 145+ countries
Thoughtful approach to program design and development
Deep experience in consolidating disparate field examination activities
Our Global Presence• High volume inspections and
mystery shops coupled with global research programs performed each year in over 145 countries
• Demonstrated, scalable operations and seamless data collection
Field Inspections and Examinations
Mystery Shopping
Brand Standards Development
Research and Analytics
Training
The leader in brand protection and customer experience measurement
Who We Are
LRA by DeloitteCopyright © 2017 Deloitte Development LLC. All rights reserved. 14
A method of obtaining real-time views into the company and customer interactions based on observation and surface-level interactions
Measuring and monitoring initiative implementation
Providing insights from Deloitte professionals that match your target market
Delivering objective and bias-free evaluations
Covering large, geographically dispersed locations
Mystery Shopping provides real-time views to targeted areas by:
We conduct over 10,000 mystery shops each year via:
• Premium shopping utilizing the Deloitte Network
• Traditional Mystery Shops
• Field data gathered by Deloitte employees
• SnapShops
Our proprietary database of Deloitte professionals, supplemented with a third-party network of 100,000+ mystery shoppers, conduct less formal, service-oriented surveys
Mystery Shopping
April 17, 2017: PVC Program Re-Launch
May 31, 2017: 362 mystery shops completed
85.6%: Overall Company Average
March 2017: LRA by Deloitte partnered with DRG Metrix
March 29-30: Form Breakout Sessions at DEN
Week of April 10: Final forms presented to concessionaires
PVC Program Timeline
• Objectives• Understand customer service current conditions;
• Identify service improvement priorities to guide resource allocation decisions;
• Understand the impact of service quality initiatives and investments;
• Analyze performance-based data to help ensure accountability, reward excellence in customer service, and pinpoint the areas of improvement; and
• Analyze performance-based data to help ensure accountability
• Scope• Locations: +/- 185
• Frequency: 12 shops per year, per location
• Mix of days, day parts, travel periods
• Program Design, Administration, and Analytics
PVC Mystery Shop Overview
Were you escorted to your table at a comfortable pace? 100%
Did the Associate refrain from socializing away from the RMU/Kiosk? 100%
Was the Associate accurate in handling the transaction and provide you with correct change, if you paid with cash?
99%
Did the Server/Bartender greet you within 2 minutes of being seated? 98%
Was your food/drink served in a reasonable amount of time considering the level of customer traffic? 95%
Was your food/drink served in a reasonable amount of time considering restaurant occupancy level? 95%
Were you offered a receipt at the end of the interaction? 94%
Were Name Badges or Security Badges appropriately displayed at all times? 93%
Did the Associate listen attentively to your question? 93%
Celebrating Your Success
At any point during your meal, were you asked if you had any time constraints? 86%
Did the Associate present or list a specials menu? 82%
Were you invited to return to the location? 81%
At any point during the meal, did the Associate attempt to upsell? 73%
At any point during the interaction, did the Associate personalize the transaction by offering polite conversation?
73%
When the Server or Bartender greeted you, did they offer to start you off with a menu item? 62%
At any point while you were in the store, were you greeted in a courteous manner with a smile, eye contact, and pleasant tone of voice?
37%
Based upon your experience, would you return to this location? 31%
Based upon your experience, would you recommend this location? 30%
Identified Areas of Opportunity
• Question: Were you asked questions by the associate to clarify your needs?
• Scoring: Yes/No
• Old Question: Were you invited to return to the location?
• Scoring: 1-5 scale
• Question: Based upon your experience, would you return to this location?
• Scoring: 1-5 scale
• Question: Based upon your experience, would you recommend this location?
• Scoring: 1-5 scale
• Question: At any time during your encounter, were you asked open-ended questions to guide you to a purchase decision?
• Scoring: Yes/No
• Question: At any point during the interaction, were you invited to return to the location?
• Scoring: Yes/No
• Question: Based upon your experience, would you return to this location?
• Scoring: (5/5) Yes, definitely ; (3/5) Maybe ; (0/5) No, not at all
• Question: Based upon your experience, would you recommend this location?
• Scoring: (5/5) Yes, definitely ; (3/5) Maybe ; (0/5) No, not at all
Original Revision
PVC Program Updates
• Question: When the Server/ Bartender greeted you, did they offer to start you off with a menu item?
• Scoring: Yes/No
• Question: Did the Associate present or list a specials menu?
• Scoring: Yes/No
• Question: At any point during your meal, did the Associate offer or recommend a food or beverage item?
• Scoring: • (5/5) Yes, the Associate made a specific or personal
recommendation• (3/5) Yes, the Associate referred to a generic menu
item• (0/5) No• (0/0) NA
• Question: Did the Associate present or discuss any special items or a specials menu? If no, please inquire about any specials. • Scoring:
• (5/5) Yes • (0/5) No, the location offered specials, but the
Associate did not promote them• (0/0) No, but the location did not offer any specials
that day (This is the NA option)
Original Revision
PVC Program Updates (cont’d)
All reports are quality checked per program standards Reports are distributed to concessionaires
Final decisions are communicated to concessionaires
Disputes / Clarifications are communicated to the LRA / DRG Teams
LRA reviews, makes a decision, and delivers verdict to concessionaires
If further review is required, shoppers are contacted for clarification
LRA Appeal Process
April May
• 177 Total Shops
• 11% of shops had score
changes
• 47% of appeals were granted
• 185 Total Shops
• 6.5% of shops had score
changes
• 65% of appeals were granted
Result of Appeals
• Why aren’t my previous PVC overall scores included?• How come I am not receiving my shops’ reports?• How do I appeal a shop report?• My store does not do/have/offer _______, how can I make sure we
do not get penalized for it?• I cannot identify the associate in my store’s shop, how can I get more
information?
FAQs
Copyright © 2016 Deloitte Development LLC. All rights reserved.
36 USC 220506
Robert VamosOperations Manager | Deloitte Advisory5 Walnut Grove Drive, Suite 280, Horsham, PA, 19044Tel/Direct: +1 215 449 0344 | Mobile: +1 215 260 [email protected] | www.deloitte.com
Alexander DavidsonConsultant | LRA by DeloitteDeloitte and Touche LLP200 Berkeley St, Boston MA 02116Tel/Direct: +1 (978) [email protected] | www.deloitte.com
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COLORADO DEPT OF AGRICULTURE
Colorado Proud: Promoting Local Products
June 27, 2017
Colorado Agriculture• Feeds state, nation and world; maintains open space and provides
wildlife habitat.• Provides more than $40 billion to the state’s economy annually.• 34,200 farms and ranches occupy nearly half of the state’s 66
million acres.• Agribusinesses provide more than 170,000 jobs in Colorado.• Colorado exports nearly $2 billion worth of agricultural products to
countries worldwide each year.
Top Ten Ag Products(in millions, 2015)
1. Cattle and Calves 4,0402. Dairy Products 6643. Corn, Grain 4984. Miscellaneous Crops 4035. Hay 3986. Wheat 3597. Poultry/Eggs 2108. Hogs 1939. Potatoes 16510. Other Livestock 138
(Including Sheep and Lambs)
Top Ten Ag Counties in Colorado
1. Weld2. Yuma3. Morgan4. Logan5. Kit Carson
6. Prowers7. Washington8. Phillips9. Crowley10. Otero
Public Attitudes about Colorado Agriculture• 90% believe agriculture is very or moderately
important to the quality of life in Colorado.• 77% agree that agriculture provides food at a
reasonable price in Colorado.• 85% buy Colorado products at least some of the time
when shopping or eating out.• 84.5% agree that developing and supporting local
food systems is important.• 83% believe that food produced in Colorado is
almost always or usually safe.
Observing Restaurant Trends
Source: National Restaurant Association “What’s Hot, What’s Not” Chef Survey – Fall 2016
Rank Item Hot Perennial Favorite
1 Hyper-Local Sourcing 80% 11%
2 Chef-Driven Fast-Casual 77% 11%
3 Natural Ingredients 76% 17%
4 Environmental Sustainability 76% 17%
5 Locally Sourced Produce 70% 24%
Colorado Proud: By The Numbers• Established in 1999• Promotes food and agricultural products
grown, raised or processed in Colorado. • More than 2,400 members• $0 membership fee• $0 general funds
PR & TV Reap Great Results
• 83% of people are very or somewhat familiar with the Colorado Proud logo. (up from 59% in 2008)
• 64% are looking for the Colorado Proud logo more often when shopping now than they used to.
• 45% buy Colorado products to support local businesses.
• Reaching residents and tourists.
What’s Ahead• Faces of Colorado Agriculture
– Events and panel discussions with media
• More GoPro videos– Showcase diversity of Colorado agriculture
• Holiday gift campaign
Colorado Farm FreshLists farmers’
markets and farms/ranches that sell direct to the public.Mobile AppStatewide
distribution
www.comarketmaker.com
Thank You!Wendy WhiteColorado Department of Agriculture305 Interlocken ParkwayBroomfield, CO 80021(303) [email protected]
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SPECIAL OLYMPICS COLORADO
2017 Special Olympics Colorado Plane Pull®
August 12, 2017Signature Flight Support at Denver International Airport
ATHLETES SERVED21,118+
2014-2016 CHANGE
+6,850
ATHLETE CHANGEYEAR/# OF ATHLETES SERVED
62.5% of adult Special Olympics Colorado athletes are employed, compared to 10% of the general population of adults with intellectual disabilities.
47% of athletes live in households earning at or below the poverty line.
96% of athletes and families report improved sports skills and saw an improvement in social skills, self-confidence and self-esteem.
An estimated 3% of the world’s population has an intellectual disability, making it the largest disability population in the world. In Colorado, there are an estimated 150,000 people with an intellectual disability.
Who We Are and What We Do
2015
2014
2013
2012
18,90214,000
12,600
10,020
COMPETITIONS100+ / YEARSTATEWIDE COMPETITIONS
6SPORTS
22
VOLUNTEERS10,000+ / YEARCOACHES
2,500LAW ENFORCEMENT
1,200
IMPACT
240 PROJECT UNIFY SCHOOLS
INDIVIDUALS IMPACTED170,000+
SCHOOL DISTRICTS INVOLVED
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COMPONENTS OF PROJECT UNIFY
UNIFIED SPORTS
Inclusive Sports
Activities
Engage ALL Students
Youth Leadership
Skills
MALE63.7%
FEMALE36.3%
2016 19,688
About the Plane Pull®August 12, 2017 I 2,000+ Participants and Spectators
• Teams of no more than 25 challenge each other to pull a jumbo jet 12 feet across the tarmac in the least amount of time.
• Teams must raise a minimum of $1,250 to participate and all proceeds benefit Special Olympics Colorado and our 21,118 + athletes with intellectual disabilities.
• Come pull a plane and enjoy exciting exhibits, vendors, food and entertainment for all!
How You Can Participate:
• Product Donations
• Form a Plane Pull Team
• Sponsor a booth
• Sponsor the event
Program Name
Thank You!
For more information, please contact:
Britanny Saunier,Special Events Manager384 Inverness Parkway, Suite 100, Englewood, CO 80112720.359.3101/ [email protected]
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DEN CUSTOMER SERVICE
DEN CUSTOMER SERVICE/BRAND VIDEO
SARAH BRUTON, SENIOR DIRECTOR CUSTOMER SERVICEKELLY CASE-BONACCI, SENIOR DIRECTOR MARKETING & BRAND
JUNE 27, 2017
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PROGRAM OVERVIEW
• Strategic Objective “Winning the Hearts of Our Customers”
• Partnership with Airport Security & American Association of Airport Executives (AAAE)
• Part of annual SIDA badging process
• 3 minute video seen by all badged DEN employees and partners
• Takeaway literature to review
• Video Participants:
• Airlines, Concessions, DPD, Passengers, Employees, HSS, ISS etc.
• Video Content focuses on:
• Customer Service/Customer Experience
• DEN Brand
• Stakeholder Partnerships
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DEN EVENTS
2017 EVENTS & INSTALLATIONS DEN PLAZA & GREAT HALL
HEATHER KAUFMAN TRACEY WRIGHTDIRECTOR OF ARTS & PUBLIC EVENTS SPECIAL EVENTS MANAGERUPDATED JUNE 2017
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SIGNATURE PUBLIC PLAZA EVENTS DEN PLAZA
These FREE events would last anywhere from 2 to 6 weeks, appealing to our explorers. Each would have an employee engagement piece and an elevated experience for our elites.
• JUNE 1 – 30, Putt-Putt the Plaza
• AUGUST 1 – 20, Colorado Adventures
• SEPT. 18 – OCT 9, Sustainable Barkitecture
• SEPT. 28 – OCT 9, Beer Flights
• NOV. 24 – JAN. 7, Ice Skating Rink
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ADDITIONAL PUBLIC EVENTSDEN PLAZA
• JUNE 16 - 18, U.S. Open Golf Tournament at Putt-Putt the Plaza
• AUGUST 12, Special Olympics Plane Pull at Signature Flight Support
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FLY AWAY FRIDAY’SDEN PLAZA, GREAT HALL, CONCOURSES
Every Friday June, July and AugustFREE and encouraged for both passengers and staff
• Music and Entertainment• Local DJ’s• Local dance performance groups• Kids puppet show
• Games• Yard games such as badminton, ping pong, corn hole and
more• Table games such as chess or backgammon• Giant games such as pick up sticks, checkers, and chess
• Activities• Golf tips from the Pros• Caricature artists, balloon artists and other special guests• REI classes and other workshops
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INTERNAL AIRPORT EVENTSDEN PLAZA
• JULY 13, All Airport Picnic
• AUGUST 23, City Spirit Picnic
• DECEMBER 13, Employee Holiday Party
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PUTT-PUTT THE PLAZAJUNE 1- 30, 2017
• 18-Hole course• Airport specific decor
• Employee engagement• Hole in One Contest or Putting Tournament
• Elevated Experience • US Open Broadcast and Lounge (airing June 16-18)• Golftec Pro tips• Denver Parks and Recreation Golf Club information and prizes
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PUTT-PUTT THE PLAZAJUNE 1- 30, 2017
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COLORADO ADVENTURESAUGUST 1 – 20, 2017
May 2017“Colorado Day” is Aug 1, 2017 and we will transform the DEN Plaza with a variety of CO adventure activities for the whole family. • Zip-line• Rock Climbing Wall• Virtual Fly Fishing
Elevated Experiences and Fly Away Friday activities: • REI workshops • CO Trail systems and open-space information• August 10th – 13th US Pro Cycle Challenge Event
Employee Engagement• Lessons for employees, contests or team building activities
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ZIP LINECOLORADO ADVENTURESAUGUST 1 – 20, 2017 (Plaza West)
May 2017
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ROCK CLIMBING WALL COLORADO ADVENTURESAUGUST 1 – 20, 2017 (Center Plaza)
May 2017
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VIRTUAL FLY FISHINGCOLORADO ADVENTURESAUGUST 1 – 20, 2017 (Center Plaza)
May 2017
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DEN ENVIRONMENTAL
ENVIRONMENTAL SERVICES
FOOD DONATION AND COMPOSTING
PROGRAM UPDATES
JOHN HAMBRIGHT & JERRY WILLIAMSDEN ENVIRONMENTAL SERVICESJune 27, 2017
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• 8 new coolers installed
on the ramp level of
each concourse and at
the AOB Loading Dock
• Since inception (Fall
2015), DEN partners
have donated 109,102
pounds of food!
• Flight kitchens (73%) /
all others (27%)
FOOD DONATION PROGRAM EXPANSION
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• Lockboxes installed on each
cooler with key inside
LOCKBOX AND COOLER LOCATIONS
PLEASE NOTE!
• Log and label donations to ensure that your organization gets the proper
credit
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• Leftover prepared entrees
• Side dishes
• Unused foods (regardless of expiration dates)
• Prepackaged foods (salads/sandwiches)
• Sealed beverages
• Condiments
• Canned goods
• Aesthetically marginal but still usable food
• Bulk items (pancake mixes, flour, beans, etc.)
• ALSO – non-food items can also be accepted
WHAT CAN BE DONATED
And Water Bottles!
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• The Bill Emerson Good Samaritan Food Donation Act protects donors from
civil and criminal liability for good faith food donations
• All donations are eligible for federal charitable organization tax deductions
• PLUS – Denver Enterprise Zone Tax Credit
• Keeps organic waste out of the landfill
REASONS TO DONATE
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• Composting to be expanded to Concourse A starting Monday, July 10
• Compost totes will be staged in the trash/recycling chute rooms (next to Gate A-
38 and Gate A-41) on the concourse level – Center Core
• Janitorial staff will move totes from chute rooms to ramp level staging area in the
delivery room next to Gate A-38
• DEN Environmental Services will provide containers (e.g., slim jims, 10-g pails)
upon request
• Concessionaires are to provide their own compostable bags (if desired)
• Composting is continuing on Concourses B and C – center core chute rooms
COMPOSTING EXPANSION
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CONCOURSE A DELIVERY ROOM (A-38)
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• Contact Information for DEN Environmental Services:
• John Hambright: 303-342-2759, email: [email protected]
• Jerry Williams: 303-342-2087, email: [email protected]
QUESTIONS? CONTACT US!
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DEN SECURITY
AIRPORT SECURITY UPDATEUNRETURNED AIRPORT ID BADGES
ALEX JACKSONSECURITY MANAGER6/27/2017
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• Increase in number of unreturned badges for the Sterile Area population
(Orange Badges).
• Badge revalidation level quickly approaching.
• Airport Security focused on “Top 10”.
• Asking for assistance from our Sterile Area Tenant Population.
• Proactive vs Reactive approach.
UNRETURNED AIRPORT ID BADGES
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TORNADO TRAINING
TORNADO TRAINING
Steve LeeDirector of Operations SupportJune 27, 2017
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2014 Tornado Warning
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• January 6, 2017 at 12:55 PM
FLL SHOOTING
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• Panic 1 and a half hour after the shooting
FLL PANIC
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• New Employees and Annual Review
• Employees Access The Link
• Send Us Names Of Those Viewing In Groups
• Post The QR Code
• http://www.brainshark.com/flydenver/vu?pi=zIazqSbiCzJrPlz0
GET THE LINK TO EMPLOYEES
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REMINDERS
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REMINDERS
Pest Control
Upcoming High Travel Periods‘55’ Days of Summer / Summer HolidaysIROP ready / Inclement Weather
InspectionsOwle AppPricingLoading Docks, Trash Disposal, etc.
Next Concessionaires Quarterly Meeting 9/19/17 (expected)
Sign In / Contact Info
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THANK YOU
