HEATHROW
“ The passenger is central to everything we do , every decision that we make and every project that we launch ”
PAUL DOHERTY PROCUREMENT DIRECTOR , HEATHROW they see them in any form of confusion or discomfort . That mantra permeates right from the very top of the executive team down to all of Heathrow ’ s colleagues - including the airport ' s operators via their service signatures - which provide a framework for the passenger service proposition , to notice and care , share what they know and ensure the passenger ’ s problem is resolved before they leave .
This is just an example of the variety of tasks that present themselves daily in what Doherty describes as a ‘ city of services ’, which features an enormous range of diversity regarding what they have to deliver on a huge scale .
“ I ' ve just come off of a call talking to someone who is at the party conferences , understanding the political landscape . Later on , I ' m going to go and talk about cleaning performance in one of our terminals . This afternoon I ' m going to talk about algorithm development and security products .”
Because of the incredible breadth of the services he speaks about , becoming a “ specialist at being a generalist ” is a given – there are few jobs where you can start your day dealing with politics and end with cleaning regimes , successfully able to pivot between the two as well as engage with everything else within that . It also necessitates having experienced people in post who can cope with operating under the pressures of one of the busiest airports in the world .
sustainabilitymag . com 29