OMAN/SAUDI ARABIA. In our special series to close out 2020, we focus on the heroes and heroines who stood up as a global pandemic raged and ensured that airport, travel retail store and restaurant environments were safe and hygienic, that shelves were stocked and that customers – though few in number – could still enjoy a reassuring shopping, dining or general airport experience.
With the assistance and input of our industry partners, we present the stories of some of those individuals and teams who ensured that a pulse still beat through travel retail this year. As reported in The Moodie Davitt eZine, we salute these front line workers as our People of the Year, with our online coverage building on the pictorial in our year-end edition.
In the last of our series of articles focusing on the unsung heroes of the Aer Rianta International Middle East (ARIME) operation, we profile some of the individuals and teams that have stood out for the travel retailer in Oman and Saudi Arabia.
Brave new world: Muscat Duty Free is back in business with its team of unsung heroes and a strong emphasis on customer safety
Oman
As the Muscat Duty Free (MDF) operation of ARIME grappled with the challenges presented to its running by COVID-19, one of its star employees stepped outside his comfort zone to help the cause.
Senior Business Analyst Eishwar Turshani, a Chartered Certified Accountant and Certified Information Security Auditor, was singled out by ARIME as someone who “exceeded the challenging requirements and expectations in any task assigned to him”. As a result, he emerged as a key contributor in setting up MDF’s ‘Good to Great strategy for 2020-2023’.
Amid the pandemic crisis, he was instrumental in initiating and organising MDF’s ‘Online Buy & Collect’ initiative which included defining process, sourcing all product images and liaising with the IT department to revamp the company website and test it before activation.
In addition to that, he designed various catalogues and flyers to promote the MDF business, one of many examples which demonstrated his positive learning attitude, ARIME said. “He always contributes in all aspects of business – no doubt, he is one of the star employees of MDF,” the company added.
Superstar: Eishwar Turshani stepped outside his comfort zone and won special recognition from Muscat Duty Free
ARIME also praised the staff who rallied round to create the Muscat Duty Free ‘Clearance Sale Shop’, which opened on 15 May 2020, in collaboration with Transom Catering.
Transom provided MDF with a convenient location at no cost, attained approvals from relevant government authorities. In return, the company received MDF support to clear its catering food stock.
This shop was exclusively for aviation sector employees and the value message highlighting discounts was circulated via WhatsApp groups and emails across all related organisations.
Overall, ARIME said, it was a highly commendable effort by the entire MDF team – under the leadership of Rob Marriott – at very short notice. Colleagues did a tremendous job in segregating and merchandising the stock within a short timeframe and generated US$3.5 million of sales in just three months.
ARIME added: “This demonstrated how quick and easy small wins, collectively adding up, can produce a burst of team positivity. In keeping with social distancing measures and aiding the Oman government in combating the COVID-19 crisis, this shop proved to be a ‘knight in shining armour’ for Muscat Duty Free.”
The Muscat Duty Free team launched a ‘Clearance Sale Shop’ in collaboration with Transom Catering, which raised about US$2.3 million in revenues
Since it first began responding and adapting to pandemic conditions in March 2020, MDF has let “safety and care” drive its decision making: care for its colleagues, care for its customers and care for its communities.
Finally, after a long wait of six months, the first MDF shops reopened to customers in September. MDF said its commitment was to only move forward with a reopening once it was confident it could safely return to serving customers. The retailer looked at every available piece of COVID-19 data, including local cases, near and long term trends, and guidance from Oman Airports and local authorities.
In every store, MDF said its staff have focused on delivering exceptional passenger service in a safe environment. It has implemented various safety measures, including face coverings for all store colleagues and customers and limiting occupancy in-store to ensure that everybody has sufficient space for social distancing.
It has also administered temperature checks, provided hand sanitisers at entrances, around the shop and at check-outs, and posted health and safety guidelines with the tag line ‘Your safety is our priority’ across its stores.
Muscat Duty Free has launched a ‘Welcome Back’ campaign aimed at its customers, with special promotions and an emphasis on heightened shopper safety
MDF also praised its cleaning staff as unsung front line heroes, saying “without them, we could not have operated safely”. They conducted enhanced deep cleaning processes that place special emphasis on all surfaces, display products and highly trafficked areas.
Looking ahead, MDF said: “The response to COVID-19 is still ongoing, and we recognise that the road back will have its twists and turns. But whatever challenges lie ahead, COVID-19 has only reinforced our faith in people – in our colleagues, in our customers, in our communities. We will always put the health and safety of our customers and colleagues above all else. Thank you to all who supported us throughout the crisis through to the reopening of the business and together, we stepped into a new world and will continue our journey from ‘Good to Great’.”
Saudi Arabia
The first of ARIME’s retail operations to reopen after pandemic-enforced closures were its stores at Riyadh King Khalid International Airport T5, in the Ahlan Avenue Airport Mall during July.
With safety procedures in place, it re-launched stores with a “buy now and save 10% before the VAT increase” offer.
Customers were welcomed back to ARIME stores with attractive incentives
Paying tribute to its retail team in Riyadh, ARIME highlighted that it took just 12 weeks post-shutdown to reopen, saying that Ahlan Avenue retail staff – led by Michael Soden – “put their fears aside, adopted the new norm, smiled with their eyes, and greeted our customers safely. They did so willingly, eager to get back to some form of normality, beyond the confines of their homes, to embrace this new way of life. These are our Saudi unsung sales staff – brave, bold and courageous.”
A Dior-sponsored Saudi National Day photo frame event was a huge success and created many funny and memorable images for passengers and colleagues to take and send to their family and friends
A highlight on Ahlan Avenue since the reopening of ARIME stores was an event commencing 23 September, on the 90th Saudi National Day. Hosted in collaboration with ARIME suppliers, customers were welcomed with fun activities and a giant signature wall that captured the imagination of all those passing with some great messages of support to Saudi citizens.
