Air France – Ground Operations Department; Charles de Gaulle and Orly airports stopovers
Facilitate change linked to airport customer journey overhaul.
- Overhauled ground personnel tasks: check-in and boarding, lounge welcome and transfers – including e-commerce development i.e. self-service ticketing for check-in and transfers, and new standardised check-in system by client type as opposed to destination.
Phased out some activities and introduced new ones
Designed a competency framework and training and coaching programmes
Team sizing and career paths
Managerial line rationalisation