Ethos Farm & ABM create “magic moments” for passengers as they launch guest experience and concierge operations at LaGuardia Airport Terminal B

Guest Experience Ambassadors are trained to assist passengers at LaGuardia Airport’s new Terminal B in program created and administrated by Ethos Farm.

Ethos Farm launched a Guest Experience ambassador, concierge and VIP program at LaGuardia Airport’s newly redeveloped Terminal B on August 1, 2020. The contract is in partnership with ABM Industries and LaGuardia Gateway Partners. The terminal serves American Airlines, United, Southwest and Air Canada.

Lauren Walsh, Co-Founder Ethos Farm Americas, explains the concept behind the new program. “The Guest Experience Ambassadors are tasked with proactively delivering a seamless end-to-end guest experience across a variety of touch points, ultimately ensuring passengers have a positive journey through the new Terminal B.

“Our Ambassadors are looking for any opportunities to deliver ‘magic moments’ for guests, per-haps to those who didn’t even realize that they needed additional assistance or advice about the airport,” Walsh continues.

Although the Guest Experience Ambassadors can be found in a variety of locations across the Terminal, the concierge desks are the center of where more in-depth service can be delivered.

“The ultimate goal is to ensure that guests have a great onward journey upon leaving the airport,” says Walsh.


Training in the time of COVID

An integral part of the program involves training the guest experience ambassadors to deliver world class service.

“In a COVID world, digital training is going to become more important than ever before and with the Guest Experience Ambassadors, we have taken advantage of our award-winning e-learning and employee engagement platform.”

“As well as employee engagement surveys and daily e-briefs, the Ambassadors have access to a variety of e-learning trainings including the ACI Aviation Service Excellence While Physical Distancing course, which was developed by Ethos Farm. We want to ensure that guests have the best experience possible whilst interacting with our Ambassadors,” she concludes.