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Airport Retail and Concessions Management Audit Checklist

A comprehensive checklist for auditing airport retail and concessions operations, covering tenant mix strategies, customer service standards, sales performance, and compliance with commercial policies to optimize non-aeronautical revenue and enhance passenger experience.

Airport Retail and Concessions Management Audit Checklist

by: audit-now
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About This Checklist

In the dynamic world of airport logistics and transportation, retail and concessions play a crucial role in enhancing passenger experience and generating non-aeronautical revenue. This comprehensive Airport Retail and Concessions Management Audit Checklist is an essential tool for commercial managers, retail coordinators, and concession supervisors. It meticulously covers all aspects of airport retail operations, from tenant mix strategies to customer service standards. Regular audits using this checklist help optimize retail space utilization, enhance customer satisfaction, and maximize revenue potential. By systematically evaluating product offerings, pricing strategies, and operational efficiency of concessions, this checklist plays a vital role in creating a vibrant and profitable commercial environment within the airport.

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Industry

Transportation and Logistics

Standard

ACI Airport Economics Guidelines

Workspaces

Airports

Occupations

Airport Commercial Manager
Retail Coordinator
Concessions Supervisor
Customer Experience Specialist
Airport Financial Analyst
1
Are customer service standards being met at all food and beverage outlets?

Select compliance status.

To ensure that the service quality aligns with industry standards and enhances passenger experience.
2
What is the total sales performance in the last quarter (in USD)?

Enter total sales performance.

To analyze financial performance and identify areas for improvement.
Min: 0
Target: 50000
Max: 1000000
3
Describe the visual merchandising practices implemented in retail spaces.

Provide details about visual merchandising practices.

To assess how effectively products are presented to enhance customer engagement.
4
Is the tenant mix aligned with the airport's overall strategy?

Select evaluation status.

To ensure that the tenant mix supports non-aeronautical revenue goals.
5
What is the current utilization rate of retail space (in percentage)?

Enter the percentage of retail space utilized.

To evaluate how efficiently the available retail space is being utilized.
Min: 0
Target: 75
Max: 100
6
Are there any initiatives in place to enhance passenger experience?

Select the status of initiatives.

To assess the efforts made to improve overall passenger satisfaction in retail areas.
7
Provide feedback on the current visual merchandising effectiveness.

Enter detailed feedback regarding visual merchandising.

To gather insights on how visual merchandising impacts sales and customer engagement.
8
When was the last audit of retail and concessions operations conducted?

Select the date of the last audit.

To track the frequency of audits and ensure compliance with standards.
9
What is the total revenue generated from concessions in the last fiscal year (in USD)?

Enter total revenue from concessions.

To assess the financial performance of concessions operations.
Min: 0
Target: 1500000
Max: 10000000
10
Has there been a growth in concessions revenue compared to the previous year?

Select the revenue growth status.

To evaluate the trend in revenue generation.
11
What are the key drivers contributing to concessions revenue?

List the key revenue drivers.

To identify factors that positively impact revenue generation.
12
When was the last review conducted on concessions revenue?

Select the date of the last revenue review.

To ensure that revenue analysis is performed regularly.

FAQs

Comprehensive audits should be conducted quarterly, with more frequent spot checks on high-traffic areas. Monthly reviews of sales performance and customer feedback are also recommended.

The checklist covers tenant mix strategy, lease agreement compliance, product pricing and quality control, customer service standards, visual merchandising, food safety in F&B outlets, sales reporting accuracy, marketing effectiveness, and sustainability practices in retail operations.

The audit team should include the airport's commercial manager, retail coordinators, concession supervisors, financial analysts, and customer experience specialists. Representatives from major retail tenants may also be involved in certain aspects of the audit.

By ensuring a diverse and high-quality retail offering, the checklist helps enhance passenger satisfaction, provides entertainment during layovers, and creates a unique sense of place that reflects local culture and brands.

Post-audit, a detailed report should be prepared highlighting areas for improvement in retail mix, customer service, and operational efficiency. An action plan should be developed to address underperforming areas, introduce new retail concepts, and enhance marketing strategies. Regular follow-ups should be conducted to measure the impact of implemented changes on sales performance and customer satisfaction.

Benefits of Airport Retail and Concessions Management Audit Checklist

Optimizes retail space utilization and improves revenue per square foot

Enhances passenger satisfaction through diverse and high-quality retail offerings

Ensures compliance with airport commercial policies and health regulations

Identifies opportunities for introducing new retail concepts and local brands

Improves operational efficiency of concessions and reduces vacant retail spaces