Read my example A* formal report

The present role of meeting and greeting passengers

Upon arrival at the airport, customer care immediately begins with Meet and Greet staff waiting for
passengers in the departure concourse. Staff arrive before passengers when the airport is empty to
facilitate this smooth arrival. Following this, staff welcome passengers in a friendly manner to uphold the
company’s reputation before checking that documents are in order. Luggage checking is also a priority, as
staff must ensure that suitcases are not left unattended to prevent serious safety concerns. Finally, Meet
and Greet staff give helpful information, such as directing passengers to the next stage of their journey,
helping to ensure a smooth and stress-free experience for all travellers.

Potential problems for both ‘Meet and Greet’ staff and passengers

Despite the company’s high standards, some potential problems have been identified. Firstly, security
issues have been noted for passengers with a recent theft incident occurring recently – although this
misunderstanding was quickly resolved. The airport layout has also proven problematic, with complaints
of long passenger queues and a confusing environment that has caused some passengers to become lost.
Furthermore, the current trolleys are outdated and have become unsteady, which poses a danger to
children if hit by falling luggage. Secondly, some further problems have come to light for staff, such as
claims of poor working conditions with some staff reporting only having fifteen minutes for their lunch
break. This, coupled with inadequate time to train new staff properly, could lead to lower staff morale.

Suggested improvements for both passengers and ‘Meet and Greet’ staff

The above noted issues are easily remedied by making the following changes. Passengers with special
needs or with families should be catered for more carefully. For example, elderly passengers would
benefit from opening a fast-track check-in lane to avoid queues. Likewise, families with small children
could be allocated a designated seating area with staff to support them through their journey. To address
staff workload issues, we should hire more staff to allow for longer breaks and relieve pressure on
colleagues. Committing to a robust training scheme for these new colleagues will allow for a better
overall experience, so the initial costs of such a scheme would quickly be recouped by hiring staff
retention and customer loyalty. Finally, improving the logistics of the airports would significantly
enhance customer experience: clearer signage, removing lengthy roped-off queues and providing
informational videos ahead of the journey are possible solutions to customer complaints in this area.