March 03, 2016 – Hudson News stores at John F. Kennedy International Airport (JFK) Terminal 7 were awarded the “Most Operationally Improved Concession” for 2015 by British Airways. There are three Hudson News locations within the terminal.
The award was granted to the concession operator that has advanced the most within the terminal in the past year to enhance the passenger experience. It recognizes hard work and collaboration among key departments—business development, operations, human resources, corporate buyers, and store associates.
Alan Eley, Vice President JFK at British Airways, commented: “I am delighted to award Terminal 7 Hudson News with the 2015 award for Most Operationally Improved. There have been a number of operational changes in the past year, and Terminal 7 Hudson News has shown significant improvement and flexibility in managing their shop. British Airways is thrilled to have Terminal 7 Hudson News work alongside us”.
A British Airways spokesperson noted that despite the major challenge of less enplanements due to United Airlines leaving the terminal in November 2015, Hudson News showed impressive operational and financial results. The spokesperson highlighted the retailer’s efforts toward: (1) store maintenance, merchandising, and stocking; (2) staffing needs and low turnover; and (3) operational support for the terminal during weather delays.
For instance, one improvement for Hudson News in 2015 was the transition to an off-site and centralized merchandising warehouse. Previously, there was an internal terminal warehouse in which every terminal and general manager at the airport did their own orders for their specific store needs. This led to a constant stream of deliveries.
“Our business basically outgrew the terminal store warehouse location and needed to strategically locate off-site as soon as possible,” commented Mario Scorcia, Hudson Group’s Senior Vice President of Operations-Northeast. He noted that in just three months, the physical space, inventory management system, and staffing had been built.
The results: The transition helped streamline faster deliveries to the stores. Replenishing products now only takes an hour where it previously took half the day. Staff now concentrates less on inventory orders and spends more time with their employees and customer service efforts, including up-selling. This all led to less stress on supervisors, which resulted in a morale boost.
“It's a pleasure to receive this award in such a trying year with United leaving the terminal,” commented Claire Mattera, Hudson Group’s Terminal 7 General Manager. “The team has worked really hard in engaging the passengers and maintaining our values as ‘The Travelers Best Friend.’”