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Concessions Department Onboarding 1
Concessions Department Onboarding
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Welcome and Introduction
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Agenda
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• DFW Airport Overview
• Finance
• Employee Parking Office (EPO)
• Department of Public Safety (DPS)
• ACCESS DFW – Formerly Access Control Office (ACO) / Badging
• Marketing / Corporate Communications
• Concessions Department
• Concessions Compliance Program
• Concessions Product Delivery and Loading Dock Information
• Food Donation Program
• Miscellaneous Information
• Closing Remarks and Q&A
Welcome
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DFW Airport Overview
▪ Celebrating 45 Years – Opened in 1974
▪ Gates - 165
▪ DFW world rankings▪ 4th in Operations
▪ 12th in Passengers
▪ DFW operates four legacy terminals (A, B, C, E) and
International Terminal D
▪ Home to American Airlines Group, the largest airline in the world
▪ DFW earned #1 ranking for customer service among large
airports in North America (ACI survey 2016)
▪ DFW earned Global Airport of the Year Award (Airport Transport
World 2019)
Jointly owned by the cities of Dallas and Fort Worth, DFW has built a huge infrastructure and still has room to grow.
Dallas Fort Worth
International AirportDallas
Fort Worth
DFW Airport now provides air service to 182 domestic and 62 international destinations, for a total of 244 non-stop destinations.
Map of the Terminals
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5 Terminals
• A – American Airlines
• B – American Eagle
• C – American Airlines
• D – International Terminal, multiple airlines
• E – Multiple airlines
Skylink service provides transportation between terminals on the
sterile side.
Terminal Link van service provides transportation between terminals
landside.
We provide an exceptional Airport experience for our
customers and connect our community to the world.
Mission
Vision
Mastering the Basics
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Key Results
Finance
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Finance
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Lenson Kiura
Revenue Control and Payroll Manager
(972) 973-5428
Sheila Boyter
AR/Billings Supervisor
(972) 973-5410
Christina D’Adamo
Collections Specialist
(972) 973-5415
Employee Parking OfficeWilliam Bicker, Parking Guest Relations Manager
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Employee Parking Office (EPO)
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• EPO is located in Terminal B, Upper Level, between B23 and B26
• Enter at B25 and turn left. Around the corner on the left is our office
• Office Hours
• Monday – Thursday: 8:00 a.m. – 4:00 p.m.
• Friday: 8:00 a.m. – 12:00 p.m.
• Contact information
• William “Bill” Bicker – Parking Guest Relations Manager
• Lee Sloan – Parking Privileges Supervisor
• Phone: (972) 973-8040
• Email: [email protected]
**Please Do Not Send Email To Individuals Unless Requested**
Central Terminal Area (CTA) Parking
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• Once proper authorization is received in the EPO, your company representative (authorizer) will contact the EPO to be instructed on how to establish an on-line account for any authorized CTA parking. Allow 3-5 business days for this process.
• Company representative will establish an on-line account to access authorizing/paying/deletion of authorized applications and managing your account
• Parking choice is typically limited to 24-hour access at a time.
• Any and all access to the CTA requires a credit card backed NTTA toll tag.
• Terminal Parking is reserved for Managers and above and must be approved by our Assistant Vice President
• Company can lose access to the CTA if Quarterly Audits are not completed in a timely manner.
• Employees can lose access (loss of badge) if fees owed are not taken care of in a timely manner.
• Parking fees are:
• See the DFW Airport Schedule of Charges for fees
Parking in the Employee Parking Lot Outside the CTA
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• If Employee Parking Lot is used (outside the CTA) there is a transportation fee:
• See the DFW Airport Schedule of Charges for fees
• Employer must complete/submit an
• Employee Transportation Charge (ETC) Headcount form
• Attach your Payroll Personnel Listing: Must include:• Last and First names of all personnel
• Their official position, i.e., manager, assistant manager, associate, cashier, etc.
• Submit to EPO electronically by email
• Charges are based on ALL personnel regardless of use.
• Numbers will determine amount of hangtags issued
• Form will be forwarded to DFW Finance department for monthly billing
• $40.00 fee to replace lost hangtags
• Employees can lose access (loss of badge) if fees owed are not taken care of in a timely
manner.
• If company has multiple locations only one headcount form and personnel listing will be submitted
Department of Public Safety
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TSA Security CheckpointsAll Times In Central Standard Time
Terminal A A12 4:30 AM-9:00 PMA21 4:00 AM - 10:30 PM A21 TSA Pre✓™ -* 5:00 AM - 7:00 PM A35 4:30 AM - 9:00 PM
Terminal BB9 4:30 AM - 10:45 PM B30 4:30 AM - 9:00 PM
Terminal C - TSA Checkpoints at Terminal C experience increased wait times during weekday hours of 6 to 8 a.m. Travelers may check in at Terminal A or D and ride Skylink to their gate.C10 4:30 AM - 9:00 PMC21 TSA Pre✓™* 4:30 AM - 7:00 PMC21 3:00 AM - 10:30 PMC30 3:30 AM - 9:00 PM
Terminal DD18 4:15 AM - 10:00 PMD22 5:00 AM - 9:00 PMD22 TSA Pre✓™* Operational hours varyD30 4:00 AM - 11:00 PMD30 TSA Pre✓™* 5:00 AM - 9:00 PM
Terminal EE8 3:45 AM - 8:45 PME16 CLEAR* 5:00 AM - 7:00 PME16 TSA Pre✓™* 4:00 AM - 7:00 PME18 3:45 AM - 10:30 PME33 4:00 AM - 7:00 AM
*Hours may be subject to change. All Times In Central Standard Time
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AOA Access and Vehicle Permits
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• Driver & vehicle access to the AOA (Air Operations Area) is extremely limited
• AOA Drivers are required to take additional training beyond standard SIDA badge training
• AOA Vehicle Permit requirements
• Submit AOA vehicle permit applications in the SAFE software application
• Insurance Acord Certification of Liability Insurance must be uploaded to SAFE
• It is recommended that you send this page to your insurance carrier to be sure you have the proper coverage and meet all of
DFW’s requirements for AOA access
• Commercial General Liability $1,000,000
• Business Automobile Liability $500,000
• Excess/Umbrella Liability $10,000,000AOA Vehicle Permit requirements
• $50 fee per permit payable by credit card only at the time the application is presented to the ACO for
processing
• Please allow 2-3 business days for the ACO to process the applications and issue the permits
• Delivery vendors are required to use one of the Terminal Loading Docks at Terminals A, D, or E for
product deliveries
• A small percentage of the largest delivery vendors have received an approved exception to continue AOA deliveries overnight between
11:00 PM and 4:59 AM whereas all others must use one of the docks
• Under special circumstances temporary access may be granted to Concessionaires or their vendors on a limited basis
• Special circumstances require prior authorization and coordination with DFW Concessions, DPS, and Operations
Contact
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William “Bill” Crosby
Security Compliance Analyst
Alternate Airport Security Coordinator
(972) 973-4692 (office)
(817) 586-8085 (mobile)
Alonzo Baucham
Assistant Security Services Manager
Office: (972) 973-4616
ACCESS DFW – Formerly Access Control Office (ACO) Ashley Austin, Security Access Supervisor Stephanie Carrera, Trusted Agent
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Welcome to Access DFW!
Lets get started
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• Company Onboarding
• To onboard your new company into SAFE, a Sponsorship Form must be sent to Access DFW
• Access DFW is responsible for the training and assistance required to onboard your company once the Sponsorship
Form is received
• Once the Authorized Signatory receives a badge and completes all requirements they are responsible for onboarding
the rest of your employee’s badge applications
• The Authorized Signatory is provided with a guidebook and a dedicated Access DFW trusted agent who can provide
assistance
• Application Process
• As soon as the Authorized Signatory completes legal signoff on a badge application it routes directly to Access DFW for
possible approval
• Access Codes
• To obtain the correct access, the Authorized Signatory must carefully choose the correct job title for their new employee
• Access DFW then takes on the responsibility of access assignment, based on the needs of the individual per the selected
job title
Authorized Signatory Guidebook
Diving Deeper into the Badging Process
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• Visit 1 - Fingerprinting
• Once the employee’s application is approved by the AS and Access DFW, the applicant can schedule an appointment
online or using their phone text features
• The applicant must bring documents from the List of Acceptable Documents that establish their identity and
employment authorization
• Access DFW staff will authenticate the IDs that are presented, capture fingerprints, and collect a fee
• The Applicants fingerprints are now pending TSA vetting approvals
• Visit 2 – SIDA Training/Badging
• Access DFW receives vetting approvals from TSA
• SAFE sends an automatic email notification to the applicant and AS to schedule an appointment for SIDA training or
badge issuance
• Resource
• The SAFE Guidebook can assist the AS with navigating the SAFE software
SAFE Guidebook
New Badge Design Coming in 2019
These new badges will make DFW more safe and secure by ensuring individuals are where they should be.
Blue will be a SIDA Badge
Purple will be a Sterile Area Badge
Yellow will be a Public Area Badge
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Icons indicate access or privilege
• CBP zone 1 (black) or CBP zone 2 (red)
• Non-Movement, CMAE/flagger, Movement area, or SMGCS
• Contractor
• Escort or Armed LEO
Badge Icons
Authorized Signatory Responsibilities
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Terminated Employees• The Authorized Signatory (AS) is responsible for suspending the badge immediately in the SAFE system when an
employee leaves the company, or loses their Airport ID badge
• Unaccountable Badges
• An unaccountable ID badge is one that has been terminated, suspended, lost, stolen or is missing, with an unexpired
date on the front of the badge
• Badges that remain unaccountable pose a significant security risk
• An excess of unaccountable badges requires the Airport to rebadge the entire airport community, which is timely and
costly
• The AS is required to run the unreturned badge report (in the Reports tab in SAFE) and proactively recover all
unaccountable badges, lost or stolen badges may not be recoverable but we ask that you make every possible attempt
• It’s strongly recommended that a company policy is established to control Airport ID badges
• Access DFW monitors unaccountable percentages for each company and may suspend new badges and renewals until
the company regains control of the badges issued to the company
• There is a non-returned badge fee of $120.00 for each badge that is not returned to Access DFW within 10 business
days of the badge being terminated, suspended, or reported lost
• The AS can be assessed a civil Government penalty of up to $10,000 for not terminating a badge within 24 hours of the
date of such termination
• Audits
• Access DFW performs an online annual and random audits of all active badges
• Failure to complete the badge audits on time can result in the employer’s badging privileges being suspended
• All suspended badges due to the audit must be returned to Access DFW within 10 business days
Badging Fees
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• Access DFW accepts corporate and personal credit cards or branded debit cards as payment of fees
• Fees are paid on the first visit to Access DFW and are non-refundable
• Fees are listed in the Airport’s Schedule of Charges, Public Safety Medical & Services Chares section
• New badge $120
• Renewal within 30 days from date of expiration $90
• Renewal not within 30 days from date of expiration $120
• Replacement due to lost/stolen; reinstatement for suspended or revoked
• 1st Occurrence $120
• 2nd Occurrence $170
• 3rd Occurrence $270
• 4th Occurrence Not Allowable
• Replacement due to theft with a police report No Charge
• Badge not returned within 10 business days $120
• Damaged or destroyed $70
• Change level of access $70
Connect with Access DFW
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• Location
• Terminal D, Departure Level, Room D22L333
• Adjacent to the south side of the D22 TSA checkpoint
• Hours of Operation
• Badging Appointment Hours
• Monday - Friday: 7:00 a.m. - 4:40 p.m.
• 2nd Friday of every month: 7:00 a.m. - 11:40 a.m.
• Badging Walk-ins Hours
• Monday - Friday: 7:00 a.m. - 3:00 p.m. *
• 2nd Friday of every month: 7:00 a.m. - 10:00 a.m.
• Security Training Hours
• Monday - Friday: 7:00 a.m. - 3:00 p.m.
• 2nd Friday of every month: 7:00 a.m. - 10:00 a.m. *
*Our walk-in line will close when we reach capacity
• Contact Information
• Phone: 972.973.5100
• Email: [email protected]
• Web-Site: www.dfwairport.com/badge
Airport Operations Center (AOC)
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Airport Operations Center – (972) 973-3112
• 24 hours / 7 days per week
• Maintenance Issues
• Emergency trash pick-up
• Pests
• Lost and Found
• Traveler’s aid
Custodial Dispatch – (972) 973-8428
• Terminal Spills and trash collection
DFW Communications & Marketing Kori Stolar, Consumer Marketing Manager
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DFW Communications & Marketing
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The team works to elevate the reputation of DFW
Airport by delivering the Airport’s collective voice
through impactful and results-oriented
communications and marketing.
• Media Relations
• Social Media
• Employee Communications
• Community Engagement
• DFW Airport Website
• Mobile App
• Terminal Marketing
• DFW Branding
Support for New Locations
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• Social media post
• Quarterly AirWire email
• Ivisions in the terminal of the new location
• Article on DFW internal website
• Updated DFW maps on website, app and terminal
touchscreens
Additional Support
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• Review material containing DFW brand or name
• 72 hours in advance
• Film/photography permits
• 10 business days in advance
• Media
• DFW to escort media as appropriate
• Refer all media to DFW
Concessions DepartmentLinda Saenz, Compliance Analyst
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Airport Concessions
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Zenola Campbell – VP
(972) 973-4830
Kevin Lemmons – AVP
Retail & Rental Car Center
(972) 973-4822
Michael Baldwin – AVP
Tenant Projects, Food & Beverage, Passenger Services & Amenities, and Advertising
(972) 973-4825
Airport Concessions
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Cristen Mosley – Project Manager
Passenger Amenities, New Business, RFPs, Special Projects
(972) 973-4810
Harmony Fan – Compliance Analyst
Passenger Amenities, New Business, RFPs, Special Projects
(972) 973-5382
Michael Morford – Manager
Advertising and Sponsorships
(972) 973-4894
Mike Spears – Advertising Project Planner
(972) 973-4831
Airport Concessions
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Carolyn Phillips – Manager
Food & Beverage
(972) 973-4827
Linda Saenz – Compliance Analyst
Food & Beverage
(972) 973-4829
Pam Housley – Manager
Retail & Rental Car Center
(972) 973-4835
Charae Wheatley – Compliance Analyst
Retail & Rental Car Center
(972) 973-48625
Concessions Sales Application
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Bob Callahan – Business Analyst
(972) 973-4837
Mark Fredrickson – Senior Business Analyst
(972) 973-4875
Concessions Sales Reports = CSA User Access:
• https://www.dfwairport.com/apps/cup/
Recent Reports:
• https://www.dfwairport.com/concessions/salesreports/
Concessions Department Website
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Concessions Department Handbook
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Concessions Compliance ProgramCharae Wheatley Compliance Analyst – Retail and Rental Car Center
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Compliance Program Overview
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• Concessionaire Portal / Appian BRM
• Inspections
• Mystery Shops
• Market Baskets
• Insurance
• Bonds
Concessions Handbook Section VI:
• Operational Compliance
• Food Service Compliance
• Reporting Compliance
Business Relationship Management (BRM) is a platform with process for User Management, Contact Information, and Inspection documentation. It provides Concessionaires with ownership of their information to ensure it remains up to date.
This system allows the Concessionaire Admin for a company the ability to designate the level of access needed for team members.
• Companies request access for the initial Concessionaire Administrator from the compliance analyst listed below
• Concessionaire Admin designates access for additional users
• Inspections are created for compliance items reported to and observed by the Concessions Compliance Analysts. Items can be compliant or non-compliant.
• F&B = Linda
• Retail = Charae
• PAX = Harmony
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Appian BRM – Concessionaire Portal
There is an app that can be downloaded at www.appstore.com/appian. When instructed enter this
site: https://dfw.appiancloud.com/suite/sites/concessions-portal and login as directed.
Login Screen View Forgot Password Screen View
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Accessing Concessionaire Portal
Your email
password Your email
Concessions Compliance
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• Review your dashboard weekly to check the status of your inspections
• Dashboard: https://dfw.appiancloud.com/suite/sites/concessions-portal
• Respond to all Inspections in 10 days or less
Inspections > 10 Days = Automatic notification to upper management
Additional information found here
https://www.dfwairport.com/concessions/resources/presentations/index.php
Concessionaire Portal Home Page
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Incident Report Email Notification
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Health Inspections and Food Safety
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Annual Inspections
• 2 - 4 Inspections from Tarrant County Health Department
• 2 - 4 Outside Contractor Inspections
• 2 - 4 Inspections by F&B Compliance Analyst
• Restaurants
• Convenience Stores
• Kiosks
• Bookstores/Newsstands that serve perishable foods
• Storage for all locations
Mystery Shop Program
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• 18 shops per year, beginning approximately 90 days after location
opens
• Request access to the Mystery Shop Reports for LRA. Please send an
email to Julie Pagenkopf [email protected]
• Score 100% = $50 gift card to employee
• Score 99-90% = $25 gift card to employee
• Employee names must be entered into the LRA system within 10 days
of email receipt for employees to received a gift card
• http://www.sassieshop.com/2LRA/clients/LoginClient.norm.php
• Please share mystery shop results with staff
• Questions related to Mystery Shop Gift Cards, contact Mya Apple
[email protected] or (972) 973-4836.
Products and Pricing Survey (Market Basket)
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Submission must be entered into the LRA system, finalized and 100% compliant by April 1st Annually.
Food & Beverage Locations must submit all menu items.
Retail Locations must select ten different sales categories based on your highest gross sales and submit three items from each for a total of 30 items.
Submissions are required for every location.
Instructions on how to submit, can be found at the bottom of every LRA webpage at a link titled “SASSIE Training Manual: Pricing Market Baskets”
Please refer to your Lease, Article 6.01 Products and Pricing, for more details and the most accurate information.
Insurance and Bonds
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Please do not submit insurance certificates to the Concessions Department.
Please submit Accord Forms/proof of insurance coverage to Risk
Management through [email protected]
Fax: (972) 973-5651
Insurance Questions:
DFW Airport Risk Management Department
(972) 973-5656
Bond Questions:
Mya Apple
Concessions Records Assistant
(972) 973-4836
Approvals Needed
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Business Unit Manager Must Approve Changes
• Products
• Pricing
• Signage
• Menu Boards
• New Products
• New Services
• New Menu
Grease Handling & Disposal and TrashLinda Saenz, Compliance Analyst
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Grease Handling and Disposal
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• Never pour cooking oil, or grease down the
drain
• Put food waste in the trash NOT down the
drain
• Wipe dishes, pots, pans and cooking
equipment before rinsing or washing
• Vent - a - Hood Compliance
• Keep screens in all drains to catch food waste
• Used oil & grease must be collected for recycle
• Clean up spills immediately
• Used cooking oil & grease must be transported in
closed containers
• Containers must be transported by appropriate
means (i.e. must be closed and secured (strapped)
on an appropriate device) to prevent spillage
• Customized used grease collection caddies,
consolidated collection locations and airport
standardized program Coming Soon!
X✓
Grease Handling and Disposal
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SafetyLinda Saenz, Compliance Analyst
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Sharp Items Log
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• Create and keep a log of sharp items used and/or stored at each location
• Applies to restaurants, salons, bars, etc and location with sharp items (i.e. scissors, knives)
• Sharp items and log are subject to inspection (Log available upon request) from DPS and Concessions
Compliance Analysts
Fire Safety Training
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• MANDATORY
• 30 minute online training module
• Required for locations with hood systems
• DFW will monitor completion of training
• Print and maintain your certificate
• www.dfwairport.com/learninghub
• A brief guide to navigating the learning center can be found here.
Concessions Product Delivery and Loading Dock InformationKim East, Concessions Tenant Logistics Manager
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Concessions Loading Dock Locations
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All deliveries must enter by one of these locations:
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• Concessions product deliveries are only allowed through loading docks at Terminals A, D, and E
• A small percentage of the largest delivery vendors have received an approved exception to continue AOA deliveries
• Those with an approved exception may access the AOA between 11:00 PM and 4:59 AM only, NO EXCEPTIONS
• Beyond allowed timeframe, even those with AOA access must shift to terminal loading docks
• Under special circumstances temporary access may be granted to a Concessionaires or their Vendor on a limited/
one-time basis but will require prior authorization and coordination with DFW Concessions, DPS, and Operations
• Delivery trucks encouraged to be a total of 40 ft. or less
• Overhead clearance on Lower Level roadways to/from Terminal A & E docks is 13’-6”
• No delivery vehicles allowed in Garages or on Upper Level roadways
• All AOA delivery exceptions must be approved in writing by DFW Airport Board but will be extremely limited
• Product Receiving
• Concessionaires are ultimately responsible for all product receiving
• Dock Masters do not receive products
• Freezers, coolers & shelves available for temporary storage
• Dock temporary storage = 3 hour maximum
Terminal Delivery and Dock Information
Terminal Delivery and Dock Information (continued)
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• For “Hot-shot” product movement via Skylink, Concessionaires must use approved Skylink cart only and
follow procedures associated with cart use
• All delivered items are security screened at Docks
• Tools are allowed
• Professionally packed products are allowed
• Pallets are not allowed
• Green (non-SIDA) badged employees are allowed to use docks as portals
• Escorting is not allowed
• Docks are used as secondary employee portals – Watch for pedestrians
• Personnel entering building via docks must be badged
• Docks are for delivery trucks only - no parking for passenger vehicles
• Do not overload elevators 5,000 lb. max. capacity @ Docks, Vendor required to verify capacity prior to use
• Carts/dollies entering Concourse must have pneumatic or medical grade rubber wheels
Terminal Delivery and Dock Information (continued)
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Pallets:
• Delivery drivers are expected to remove all pallets at time of delivery
• Concessionaire ultimately responsible for removal of pallets from all terminal areas
• Pallets are NEVER to remain inside the storage areas or anywhere within the terminals
• Designated collection places are located at each dock
• Do not put pallets in trash receptacles
Trash:
• Dispose of all packaging in designated containers
• Only cardboard allowed in recycling bins
• Contact DFW Custodial Dispatch at (972) 973-8428 for trash pick-up
Leaks and Spills:
• Clean up immediately
• Contact DFW Custodial Dispatch at (972) 973-8428 for clean-up support
• Contact DFW AOC at (972) 973-3112 for any combustible/hazardous leaks/spills
Truck Access Map to Terminal A Dock
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Terminal A Loading Dock at A39
Enter via Access Roadway to Lower LevelNorth
Terminal A – Concessions Loading Dock Driving Directions
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1. Take the Terminal A Exit and follow Truck Route toward Terminal
2. Follow signs for Terminal A
3. Stay in the right lane going toward Gate A39, past garage entrances
4. Merge into left lane prior to left curve to follow Lower Level Curbside/Bag Check road
Terminal A – Concessions Loading Dock Driving Directions cont.
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5. Follow road around to the left
6. After the left-hand turn, take a quick right into the dock area
7. After the right-hand turn, loading dock is on the right
Layout of Terminal A Dock
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Terminal A – Dock access from the Concourse (near gate A39)
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• Go through door at the end of the Concourse to access Dock elevator (access code is 123456)
• Enter door to the right
• Take elevator down to the Lower Level (LL) to access Concessions Loading Dock
Terminal A – Dock Cooler / Freezer and Screening Lanes
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Terminal D – Concessions Loading Dock Map
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North
Terminal D Loading Dock at D17
Enter via Access Roadway to Lower Level
Terminal D – Concessions Loading Dock Directions (Southbound)
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Driving From the North:
1. Take the Southbound Service Road exit before the toll plaza
2. Continue South on Service Road to Crossunder #5
3. Make the U-turn at Crossunder #5 and proceed Northbound
4. Continue on Northbound Service Rd to Crossunder #3/AA Global Priority Shipping
Center exit
5. Take the Crossunder #3 exit to the right and follow U-turn past the AA Shipping Center
Terminal D – Concessions Loading Dock Directions (Southbound continued)
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Driving From the North (continued):
6. Immediately after 2nd left curve of the U-turn, exit right toward the Guard Booth
7. Check-in with on-duty security guard to access Term D Concessions Loading Dock
8. Dock area will be on the right-hand side of the roadway, just past the Hyatt Hotel
Employee Entrance
Terminal D – Concessions Loading Dock Directions (Northbound)
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Driving From the South:
1. Take the Northbound Service Road/Airfield Drive exit and stay in left or center lane
to stay on Service Road
2. Continue on Service Rd to Crossunder #3/AA Global Priority Shipping Center exit
3. Take the Crossunder #3 exit to the right and follow U-turn past the AA Shipping
Center
Terminal D – Concessions Loading Dock Directions (Northbound continued)
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Driving From the South (continued):
4. Immediately after 2nd left curve of the U-turn, exit right toward the Guard Booth
5. Check-in with on-duty security guard to access Term D Concessions Loading Dock
6. Dock area will be on the right-hand side of the roadway, just past the Hyatt Hotel
Employee Entrance
Terminal D – Concessions Loading Dock Layout
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Truck Parking
Elevator
Dock Master Office
Screening
Lanes
Cooler
Freezer
Terminal D – Dock access from the Concourse (Gate D20)
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• Enter double doors under escalator
• Take elevator on the left to the Service Level (LL) to access airside corridor to loading docks
Terminal D – Dock access from the Concourse (Gate D24)
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• Enter double doors under escalator
• Take elevator on the left to the Service Level (LL) to access airside corridor to loading docks
Terminal D – Dock Master Office, Screening & Storage Cooler / Freezer
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Truck Access Map to Terminal E Dock
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North
Terminal E Loading Dock at E02
Enter via Access Roadway to Lower Level
Terminal E – Concessions Loading Dock Driving Directions
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1. Take the Terminal E Exit from International Parkway and keep left to follow Truck Route
2. Follow signs toward Terminal E (not North Exit)
3. Keep right and follow signs toward Gate E38
Terminal E – Concessions Loading Dock Driving Directions (continued)
84
4. Prior to the left-hand curve near the end of the terminal, merge into the left lane
5. Take left exit continue to Curbside/Bag Check lower level roadway
6. Follow road toward Gate E1 and be prepared to yield to pedestrians
7. Continue past all interim exits and entrances to the parking garages
Terminal E – Concessions Loading Dock Driving Directions (continued)
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8. Toward the end of the terminal, past Employee Bus Stop, merge and turn right into loading dock area
9. Loading dock will be on your right
Terminal E – Concessions Loading Dock Layout
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Truck Parking
Dock Master Office
Screening Lanes
Cooler
Freezer
Elevator
Terminal E – Concourse access to Concessions Loading Dock
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• Go through double doors at the end of the Concourse, gate E2, to access Dock elevator (door access code
is 1234*)
• Take elevator down to the Lower Level (LL) to access Concessions Loading Dock
Terminal E – Landside entrances & Airside screening/exits
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Food Donation ProgramCarolyn Phillips, Manager – Food & Beverage
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DFW Food Donation Partner
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Food Donation Connection Partners
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Food RecipientsLocal Organization will Receive Food Donations
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Airport Advantages
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Key Results – Community Engagement, Employee Engagement
Donation Plan Overview
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• Food Donation Connection
• Develops food safe/operationally compatible processes for food donations
• Identifies and links qualified non-profit agencies to pick up donations
• Coordinates and manages day-to-day activities and supplies, Manager Guides, and at-cost materials for saving food (food-safe plastic bags, twist ties, bins)
• Completes valuations for incremental tax deductions for donations
• Tracks donations
• Provides reporting for each operator and overall reporting to DFW
• Supplies period/year-end data for donor’s IRS form 8283
• Food Donation Connection charges a fee of 25% of the incremental tax savings which result from the donation of surplus food from donors
• Concessionaire
• Will save food in a freezer/cooler using Food Donation Connection procedures
• Document donations on e-log or mobile app
• Deliver food donations to delivery dock cooler/freezer at Terminals A, D, or E for pick up.
• Charity Organization
• Picks up donations daily at each dock for delivery to charity
MiscellaneousCharae Wheatley Compliance Analyst – Retail and Rental Car Center
95
Hours of Operation
96
Opening Time: Terminals A, B, C, D – All newsstands and locations serving coffee and breakfast
will open for business no later than 5:00 am. All other locations will open no later than 6:00 am.
Opening Time: Terminal E – All newsstands and locations serving coffee and breakfast will open
for business no later that 4:30 am. All other locations will open no later than 5:00 am.
Closing time for all Tenants: All locations will remain open until flights are called for boarding within
a minimum of 3 gates on either side of the location. If there is customer traffic in front of the
location, the store will remain open.
Open = gates fully open, registers open, and chairs on the floor in restaurants
Fines will be imposed for closed locations
Irregular Operations - IROPS
97
The Irregular Operations program was established to ensure
concessionaires and other key Airport entities are notified in the event
of a delay that might keep passengers in the terminals longer than the
original schedule.
This allows concessionaires and others to be prepared to offer
exceptional customer service to our passengers in a potentially
stressful situation.
To ensure notifications: designate IROPS contacts within the
Concessionaire Portal for each location.
Contact Information
98
• Contacts should be entered and maintained by the Concessionaire Admin on the Concessionaire Portal
• https://dfw.appiancloud.com/suite/sites/concessions-portal
• Please ensure your location’s correct phone number is listed which will allow you to receive notifications for
the following:
• Webinars
• Forums
• eNews
• IROPS
Recruiting and Hiring
99
This takes time!
• Have you completed your hiring?
• Do you have enough staff in place?
• Are you aware of the challenges with working at the airport?
• Are you aware of the challenges in attracting qualified employees?
• Have you submitted your Staffing Plan and Training Plan to your respective business unit team
(Retail, F&B, and PAX)?
Airport Acronyms
101
• ACDBE – Airport Concession Disadvantaged
Business Enterprise
• AOA – Air Operations Area
• AOC – Airport Operations Center
• ACO – Access
• CTA – Central Terminal Area
• SIDA – Security Identification Display Area
• FIDS – Flight Information Display Screens
• IOC – Integrated Operations Center
• IROPS – Irregular Operations Procedure
• SIDA – Security Identification Display Area
Checklist
102
Review Badging, Parking, Delivery Processes and submit all required applications
Submit Staffing Plan 2 weeks before you open
Submit Training Plan 2 weeks before you open
Review Concessions Website
Review Concessionaire Handbook
https://www.dfwairport.com/cs/groups/webcontent/documents/webasset/p2_252242.pdf
https://www.dfwairport.com/concessions/resources/presentations/index.php
Request Access to Concessionaire Portal (Inspections and Contact Management)
https://dfw.appiancloud.com/suite/sites/concessions-portal
Request Access to LRA (Mystery Shops and Market Baskets)
Request Access for CSA (Sales Info)
Review and Share Mystery Shop Questions with your staff
https://www.dfwairport.com/concessions/resources/presentations/index.php
Concessions Forums and Training
103
Concessionaire Awards
104
Closing Remarks and Q&A
105
Concessions Department Onboarding
106
