Case study: Carnival UK
Based in the Port of Southampton, which has seen an amazing growth in cruise passenger liners over recent years, the £1.25m security operation manages approx. 400 sailings a year.
G4S’s main challenge when taking on this high profile contract was to create a frontline meet & greet service, while maintaining the high service standards you would expect from a company of the magnitude of Carnival UK. With a team of high quality staff, G4S operates the security service at three terminals within the Port of Southampton.
G4S solution
In consultation with Carnival UK, our maritime team devised and implemented a bespoke customer facing service. This was achieved primarily through using a very robust selection process for staff and by tailoring the training programme to meet the needs of the customer.Scope of services
G4S provides a wide range of high quality meet & greet services to Carnival UK:- Fully managed embark and disembark service Ticketing and boarding pass control
- Passenger and hand baggage security screening
- Crew pass issue and pre-boarding screening
- Fully disabled assistance from shore to ship and vice versa
- Full receptionist and telephonist service
- Disembark baggage search assistance
- Coach arrival and dispatch service
- Total passenger management service
- Medical liaison assistance
- Fully trained and capable customer facing staff
Results
The successful security operation at the Port of Southampton has contributed in an increase in the number of ships Carnival UK brings in to the port. By trusting G4S to manage the landside operation, the customer has the confidence to concentrate on the key aspects of running a successful cruise liner operation. Year on year improvements in service ensures that the risk of disruption to the cruise terminal is minimised; this in turn results in high key performance indicators for Carnival UK, and port ratings being maintained so that the Port of Southampton remains one of the most highly rated in the world.
The successful operation is backed up by the security team having never, to date, affected the late sailing of a ship, and the favourable comments received from passengers via the Customer Satisfaction Questionnaires. In the case of one of Carnival UK’s most popular cruise liners, the Sea Princess, G4S hit the set customer satisfaction target of 90%.
The G4S security team has also been successful over the last seven years in G4S’s internal ‘Security Officer of the Year’ programme, which recognises excellence amongst our 17,000 strong front-line workforce.
As a consequence of the high quality of service received, the number of staff on the contract has grown over the last four years, and we have seen an increase in the number of ships managed.
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