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MEET & GREETMEET & GREETDRIVERDRIVER

ContentsCONTENTSWelcomeOperational SkillsCustomer Focus Car Park MapCompleting a damage tagDriving to and from a car parkM&G Storage SitesM&G Driver Tips Site 600ZuluM&G Yard Useful Contacts359121419222329303139

370%20%10%WELCOME Welcome to your new role working here at Stansted Airport. Your role is based within out Meet and Greetoperation and will involve:Working to daily SLAs moving passenger vehicles to and from the correct storage locations.Accurately recording vehicle locations.Checking and recording of any damage.Ferrying colleagues in fleet vehicles.This booklet will guide you through the key processes that is required, along with hands on training from yourtrainer(s).See the chart below, most of the learning will come from hands on experience:InformalExperientialOn-The-JobSocialCoachingMentoringTrainingWorkshops

4MAG VALUESSafe HandsThe safety and security of colleagues, customers and servicepartners is our number one priority. We can be trusted to deliveron our promises, acting with the highest standards of honesty,integrity and responsibility. We care about each others’wellbeing and create a safe space for people to do their bestwork.People at our coreWe are all united by a shared purpose to connectpeople with the world, we take the time to trulyunderstand what’s important to our customers andpartners. We couldn’t do all this without our colleagues. That’swhy we’re committed to energising and inspiringpeople, and continuously improving the colleagueexperience.Growing everydayWe are performance-focused, with a commitment toexcellence in the delivery of real, tangible results.We keep our finger on the pulse of the industry,responding to the evolving needs and expectationsof all our stakeholders. This helps us to continuallyimprove and deliver more value to our customers.We support colleagues in their personal growthjourneys and celebrate success.Power of teamworkWe believe we are more than the sum of our parts.That’s why we continually seek to work together withour colleagues, partners and communities to reach thebest solutions. We are inclusive, respectful and open to differentperspectives. We strive for the success of our teams,airports, passengers and the business.Sustainable futurefor allWe are committed to growing a more sustainablefuture. We are working with others to drive sustainedprogress towards helping the UK aviation industryachieve net zero emissions by 2050. We are supporting andcontributing to the regions where we operate, developingsustainable initiatives with our communities to benefit peopleand the planet.

5OPERATIONAL SKILLS DEMONSTRATING COMPETENCEOperational SkillsBuilding the skills to perform to thehighest standardConsistently demonstrating theleadership behaviours our teams andcustomers expectUnderstanding why is the fundamentalaspect of everything we doHOW IT WORKSHOWWHY WHAT RECOGNISE METEACHMETEST MELET MEPRACTICESHOWMELET ME SHOW YOUWHAT I CAN DOGRADUATIONTEST MYKNOWLEDGETRAINER&MANAGERSIGN-OFFWHYHOWWHATOur on job training programmes are built aroundthis tried and tested learning cycle, providing aconsistency in your development to ensuretraining is completed in the most effective wayTeach Me:This is where you gather knowledge, whether fromthe policies, SOPs or from your trainer/coachShow me:Once we have the knowledge your coach will showyou how to deliver the task, demonstrating whatgood looks like. You will find questions in thisbooklet to understand HOW and WHY of the taskstaken.Let me Practise:This is where you start building confidence throughpracticing.Test Me:Allowing you to demonstrate technical understandingand the WHY of the role.Let me show you what I can do:Demonstrating to your coach that you can performthe task with confidenceRecognise me:Recognising you for the skills you have developed

6Meet & GreetFor a large number of our customers their car is likely to be the second most valuable thing that they own,behind their house. Our customers entrust their car to MAG, Stansted Airport, Meet and Greet and, mostimportantly, to you the individual driver. People have an emotional bond to their car and can become upset thatwe adjust seats, mirrors and heating controls (basic Health & Safety requirements). So it is not surprising thatour customers will analyse tracker data and dashcam footage of a vehicle’s time with Meet & Greet looking forpotential mistreatment of their car. Remember you are not a stunt driver, test driver or racing driver and are nothere to assess the performance or any other aspects of a vehicle. Imagine the passenger seat of the vehicle isoccupied by the customer during the time you are responsible for it. What would they expect to see from you? THE SKILLS ANDBEHAVIOURS THAT DELIVER OPERATIONALEXCELLENCESmooth acceleration, confidentgear changes, smoothprogressive braking, adherence toall speed limits and neatconfident and competent parking.If you spend any length of timeworking for MAG you will very likely be asked to driveperformance vehicles from a variety of manufacturers. This isa privilege of the job but does not mean that youshould drive these cars any differently to a small familyhatchback.Within your role there is atargeted number of car movements per hour. Drivers whoachieve these targets do not do so by driving quickly,they achieve this by managing their time on footbetween car movements well.

“I know what thekey master does andwhy it is importantwe do our bitproperly and don’tcreate problems foreach other”7TEAM WORKThroughout your shift you will interact with the marshals and the key room numerous times.This is why we know that fostering and driving Teamwork issuch a crucial part of everyone’s role. Teamwork means thatpeople will co-operate and collaborate, using their individualskills and providing constructive feedback, despite anypotential conflict between individuals.The Meet and Greet operation is an intricate flow of customer,cars and keys through different stages of the customer journey. It is crucial that you recognise you’re a crucial part of ‘one team’,understanding the impact of what you do and how that affectsyour colleagues.

8Team WorkMarshals What does a Marshal look for from a driver?What would the Marshals like to see more of from the driving team?What does a great Marshal do to improve the customer experience?Spend 30-45 minutes with the marshal team in the yard, to understand their role andtheir interaction with the driver team.

Communicatesinformation at a pacesuitable for the customer andrecognises that they maynot be familiar with thecar park service or theairportHighlights benefits offollowing the process,clearly explaining what is in it for thecustomerKeep communicationaccurate, clear and precise.The driver role is notcustomer facing but youmay get asked questionsfrom our guests whenmoving around the estate“Walking to and fromguests vehicles, we doget asked questions. Ijust try to help them asbest as I can”9CUSTOMERFOCUSWalking around our Meet & Greet yard you may bump into some of our guests. They may askyou a question, try to help them out as best as you can, if you cannot then point them in theright direction. Being customer focused really helps us provide great guest service across ourairport, here are some of the things we look out for:“The most commonquestion I get asked isabout helping a guest findtheir car, as we are in theM&G yard, they oftenapproach us"

WHAT PART DO YOUPLAY IN THE GUESTCUSTOMER JOURNEY?Great ServiceOur guests go through 11 stages in their journey through our Airport, each stage is connected andthey expect great service at each stage. Please use the space below to tell us what partyou think you play in the guest journey?10

Consistently POLITEAND FRIENDLY withevery interaction wehave with our guestsEFFICIENTLYdelivering the processthat ensure our guestexperience is stressfree with minimalqueue times at everytouchpointContinually improvingour SAFETY andSECURITY for ourguests and colleagues11DELIVERING GREATSERVICE AT EVERY POINTIN OUR CUSTOMERJOURNEYGreat Service

Short StayShort StayPremiumShort StayMeet & GreetExpressSet DownPremium Short StayNorthsideCoopers EndMid StaySite 60012Car Park Map(Green Zone)

Service Quality13MEET & GREETDRIVINGThe role of a Meet & Greet driver is to safely and efficiently move customers’ vehicles to and from storage carparks, to return zones for customers to collect. The driver is responsible for making sure each vehicle he/she drives is moved safely. The driver is also responsible for recording key information regarding the vehicle before it is moved to storage. The information a driver will record is the current mileage, the fuel level and any visible damage to the vehicle.The driver moves the vehicle to storage and brings another vehicle back that is due to be picked up that day. The driver must write down where the vehicle has been parked on the key tag with the initials of the driver and the date it was moved. When a driver returns a customer’s vehicle to the Meet & Greet returns area, the driver will write where the vehicle has been parked on the key tag and hand back the key and the key tag to the Key Master.The driver will carry out this process for the duration of his/her shift unless given different instructions from the Key Master.

Damage TagTeamwork. Althoughthere is only one driver moving the vehicle at one time,other colleagues will be driving the vehicle so if the skills are used correctly, othermembers of staff won'thave any issues readingthe key tag.SKILLS 14BEHAVIOUR WHAT DOES GREATLOOK LIKE? OBJECTIVES • Patience as you will be repeating the process everytime you move a vehicle.• Observational skills arekey when checking the vehicle/when driving• Written skills so other members of staff can readthe details you have statedon the tag.• • All info clear andcorrect (driver name, carlocation, roadworthychecks,)• All abbreviations areused correctly e.g. NVD,CID, CIR, COR • Ensuring the details stated on the key tag match the vehicle the driver is moving.• Ensuring the driver is correctly filling out the key tag by checking for vehcile roadworthyness,mileage, fuel and the drivers name who has completed the inspection.• Ensuring the driver has written the correct location of where they parked the vehicle.COMPLETING THEDAMAGE TAG(find out what all ofthese mean)

12354When finding the vehicle in the arrival areas, be sure to correctly note downany damage on the car. Check the entire car, paying particular attention tobumpers, doors and alloys. If there is damage on the car, then mark this onthe large 'splat diagram' with a pen and be as accurate as you can. Someabbreviations that we put on the damage tag are:C.I.D = Checked in dark N.V.D = No visible damage C.I.R = Checked in rain15Driver receiveskeys from thedrivers hatchTEACH MEDriver locates thevehicle in thearrival lanesDriver checks thevehicle forroadworthinessDriver then writes the following information on thekey tag: Current mileage of vehicle, fuel level,drivers name who completed the inspection Driver checks thetyres to makesure they areroadworthyIf the vehicle is a left hand drive, then pleasemarkup LHD as pictured to the right

Damage Tag16Complete the following damage tag:

17Is the vehicleroadworthyAre thetyres bald?Are thebrakesworking?Are thelightsworking?Do I need toadjust thecar seats,mirrors?Where am I drivingthe vehicle to? (This info will beprovided by thekey master or bywhere my returncar is parked)OBSERVATION SESSIONDid the trainer miss anything?How long did the inspection take?In what order did your trainer complete the inspection?Observe your trainer inspect vehicles Your trainer will be asking themselves:Damage Tag

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SKILLS 19BEHAVIOUR WHAT DOES GREATLOOK LIKE? OBJECTIVES ObservationalawarenessListening skillsReading skillsDriving skills• Ensuring the vehicle is safely moved between locations• Taking care of the customers vehicle whilst driving/parking • Adhering to the highway codeTeamwork - If there hasbeen an accident orroadworks, informingother team members sothey can avoid traffic andmove more vehicles.Professionalism Time management andefficiency Drive the vehicle as if thecustomer is sat in thepassenger seatobserving youEnsure the car is parkedas neatly as possible Uniform/Health andSafety ComplianceDRIVING TO/FROMA CAR PARK To/From Car Park

123420When driving the vehicle to storage, always ensure you are:Driving according to the road and conditions between storage areas.Adhering to highways speed limits.Adhering to strict speed limits within storage areas.Reversing the vehicle into space to allow access to bonnet in case of flat battery on return.Sensors/Cameras are a guide only, and not to be relied on.Allowing adequate space either side of the vehicle for my colleagues/customers to easilyget in and out of the surrounding carsRecording the location of the vehicle on the damage tag.TEACH MEOnce completedthe damage tag,check thelocation of wherethe vehicle isBefore moving thevehicle from M&G,check where thevehicle is being storede.g. Site600/ZuluDrive to theassigned storagesite and checkwhich lane the car isto be stored in E.GZulu G 2237Safely store car indesignated lane andzone. Remember, ifthe lane is full contactthe key roomScan this QR code tosee the locations ofthe storage sites

23TEST YOUR KNOWLEDGEWhat do you do if you get to the allocatedstorage location and the lane is full?Why is it important to mark up thedamage tag accurately?What are the names of our two storage sites?In storage when parking a car into a lane,what is the adequate distance you shouldpark the vehicle to the car in front?You're in the storage site, what dothe red numbers on the floor signify?You see LHD written on the damage tag,what does it mean?NOTES21

M&G Storage Sites22

M&G DRIVER TIPS 23

TIPS The information you put on these tags are important when you are Parking a vehicle in storage: Storage CP = The car park you have parked it in e.g. Zulu, 600, Delta Location in CP = This is the lane/location you have parked in e.g. A1006 Location (return movement) = When bringing the car back to the M&G yardyou will park the car in Ruby, Sapphire or Emerald. This is where you writethat location on the tag, reception will tell this location to the customerwhen they collect their car, so it needs to be accurate. e.g. EM106, RU04 &SA76. Our damage tag is a key part of our process and will be attached to the customer'skey from the moment the vehicle is checked in, until the customer comes to collectit, and the vehicle is checked out. KEY TAGS24

TIPSWhen you have parked up a car and leave the vehicle, we use this acronym to helpus remember:LEAVING A VEHICLE25 SAFE and Windows - closedEngine – switched offLights - switched offLocked

TIPSBLOCK PARKING26Zulu is located at the very far end of the long stay car park. Named Zulu as it wasoriginally zone ‘Z’ of the long stay car park. It is divided into two separate areas andare all individually numbered; Zulu North – Zones A-G – Lanes 2001-2254 Zulu South – Zones H-J – Lanes 3001-3184 This site is divided into zones these zones are A-N. Zones A-L containindividually numbered lanes. All the even numbered lanes face away from theexit and all odd numbered lanes face the exit. This parking method enablesvehicles to be parked tightly on the passenger side but with sufficient room tobe able to exit the car into the ‘walking lane’ from the drivers side. Zones M &N are referred to as ‘SINBIN’ (S/B) where we park the left hand drive cars, longstayers, short stayers and oversized vehicles e.g. trucks, caravans and largevans (unless advised to use Long Stay Zone D/E – green tag). We use a system called ‘block parking’ in both of our main car parks, Site 600 andZulu. We use ‘block parking’ to give us the chance to increase the potential parkingcapacity by up to 25%. Zulu Site 600

TIPSWHICH LANE TO PARK IN?Zulu, Zone E, Lane 2198 Site 600, Zone A, Lane 1011 Each lane is allocated to a specific return date and time slot. This allocation isprinted on the key tag label when the customer checks in. See the allocation in thepicture below. After arriving in Zulu or Site 600 firstly, locate the lane number (painted on thefloor). If your lane is painted in the RED then DO NOT enter the lane and drivearound to the other side of the lane to find the arrow. Once located, drive the carslowly (walking pace – 4mph) down the lane to avoid kicking up any stones andavoiding the risk of damaging any other vehicles. DO NOT drive/park on the ropesas the previous photo shows.IF YOUR ALLOCATED LANE IS FULL THEN CONTACT THE KEYROOM TO GET ANEW LANE A same day booking will notleave our M&G yard. It will gostraight to a return bay inRuby/Emerald/Sapphire A 1-2 day booking/staywill not be block parkedand may go to Delta/600S/B 27

TIPSAlways ensure youare parking in thecorrect laneBLOCK PARKING DISCAPLINESDrive down the laneat walking pace -4mphBe aware of tow barswhen parking upDO NOT rely onparkingcameras/sensorsIf you have issueswith the vehicle, thencall the keyroomBelow are a few things to remember when parking up a vehicle in our storage sites28BLOCK PARKING ZONESSite 600 Zone A: 1002-1022 Zone B: 1023-1050 Zone C: 1051-1080 Zone D: 1081-1108 Zone E: 1110-1118 Zone F: 1119-1148 Zone G: 1149-1176 Zone H: 1178-1200 Zone I: 1201-1218 Zone J: 1219-1246 Zone M: SINBIN (S/B) Zone N: SINBIN (S/B) Perimeter bays: SINBIN (S/B) Zulu UpperZone A: 2001-2028 Zone B: 2029-2048 Zone C: 2049-2105 Zone D: 2106-2164 Zone E: 2165-2215 Zone F: 2216-2235 Zulu LowerZone H: 3001-3053 Zone I: 3057-3122 Zone J: 3123-3182 See a map of the storage sites over the next two pages

TIPS29Site 600

TIPS30Zulu

TIPS31MEET & GREET YARDThe Meet & Greet yard is the face of our operation. It is where the guests will dropoff their vehicles, walk to reception and be checked in. Our guests will also collectfrom this yard and upon collection the receptionists will give them collection zoneand bay number - this makes it very clear and precises to where their car it.Yard marshals are responsible for this yard. They will greet the guests upon entryand direct them to park in the correct lane. When the guest comes for collection,they will also assist them with any issues they may have e.g. cannot find their car ora flat battery.

TIPS32VEHICLE HINTS & TIPSHandbrakes - As you get used to all the various vehicles that you will be driving atMeet & Greet, you will certainly find that parking brakes can cause you someoccasional confusion when trying to work them out. There are various methodsused by vehicle manufactures and sometimes they are not always consistent. Hereare some of the most common ones: This is the most common EPB (electronic parkingbrake) and is usually found on the car makes, Ford,Vauxhall, VW & Porsche. Look out for it in the centreconsole, press the brake pedal and the switch downto release the handbrake. This EPB is located on the right side of thedashboard next to the steering wheel. Thisstyle is most common in Mercedes and olderVW’s This is a parking brake which is located downby the pedals of the car. You press the pedaldown with your foot to release and then againto engage.

TIPS33Automatics - Automatics are becoming increasingly popular and you will see manyof them during your time as a driver. Just remember, left foot braking is dangerous!Many automatics can have paddles for changing the gears manually on the steeringwheel, leave these alone. Here are two typical types of automatic gear selectors,just check as one may be on the side of the steering wheel:Keyless Fobs - Many modern vehicles will not need an ignition key and will start byholding down the start/stop button, although some older models will require you toinsert the key fob into a slot on the dashboardStart/Stop buttons - Some cars will use a button to start the ignition. If so, pressthe clutch (or brake pedal if the vehicle is an automatic) then press the button tostart the car.Electric/Hybrid Cars - Most electric vehicles have a rotary dial for gear selection.As there is no engine, when the vehicle is on you will see ‘READY’ appear in greenon the instrument cluster – the vehicle is ready to drive. When parking ahybrid/electric vehicle up in storage please make sure to switch off themotor/engine, remember to check the dashboard for a 'READY' message, thismeans the vehicle is still on.

TIPS34COLOURED TAGSReceptionist will place coloured tags on the key to signify something. See belowwhat each tag represents:Yellow – Note e.g. PIN to drive, driver windowdoes not go down. Read this tag! Blue – Passenger with reduced mobility (PRM). If youare bringing this car back from storage, then park thisclose to the reception (Sapphire 69-72)Green– Vehicle is oversized. Park this vehicle in Long-Stay Zones D & E. Alternatively listen out from theadditional instruction from the key master.

TIPS35DRIVER FATIGUE Research by the Department of Transport has shown that: 20% of road crashes on major roads are sleep relatedSleep related accidents are more likely than others to result in death or seriousinjuryMen under 30 have the highest risk of falling asleep at the wheel Peak times for accidents are in the early hours and after lunch. It is a criminal offence to drive while you are too tired to function properly, andpeople’s lives are at risk if you do. Charges for this offence include ‘dangerousdriving’ and ‘potentially causing death by dangerous driving’ which carries amaximum penalty of 10 years in prison if you are convicted. However, if you start to feel tired while you are driving. It is important to: Recognise the symptoms early. Get off the road and into a place of safety Contact the key room at your earliest opportunityScan this QR code to learn more about driver fatigue

TIPS ‘People who work shifts or during the night may have more difficulty sleeping.’ – TheSleep Council The normal body clock is not set up for night-time/overnight working as mostpeople are usually asleep between 11PM & 6AM. Here are a few tips to help you sleep after a night shift: Prepare your room for sleep even though it may be broad daylight outside –blackout curtains/blinds etc. Wear dark wraparound glasses when on the way home to keep sunlight frominterfering with your natural body clock Go to sleep as soon as possible when getting home At home ask friends and family to be quiet whist your sleeping Place a ‘do not disturb’ sign on your front door so that delivery people, friends &family will not ring the doorbell or knock Have a 30 minute curfew prior to sleeping for not using your mobilephone/laptop/tablet 36SHIFT OR NIGHT-TIME WORKING Scan me for more tipson how to help sleepingafter a night shift

TIPS If you come across an unattended bag DO NOT TOUCH IT, discretely ask around,someone maybe stood a few steps away. If no one returns to the bag immediatelycall CCC (Central Control Centre) on 01279662020 (The short four-digit numbers inbold can be dialled from any internal phone). Remember not to call in the immediate vicinity of the bag. Should the person return to their bag, call security, and advise them that we havelocated the owner and stress to that person the security implications it has had.Advise them NEVER to leave their bags unattended. Report any incident, or anything you deem as suspicious to a CPM as soon aspossible. 37UNATTENDED LUGGAGESICKNESSImmediately upon becoming unfit for work, a phone call MUST be made toHoneydew 0333 3211158, this is a 24/7 number. In most instances, it is a requirement to remain in daily contact, reportingthe progress of illness, to indicate when you will be able to return to work. You will be advised if this is applicable. AFTER SEVEN CONTINUOUS DAYS, a doctors’ certificate is required. Scan this to add Honeydewinto your contacts

TIPSUniform standards must always be adhered too. As a driver your uniform is suppliedand consists of:38UNIFORMYou will have access to a uniform portal where you can request new uniform oradditional bits e.g. belt, hat, gloves etc. This is an outdoors role so please ensure you dress for the weather.PPE is provided and consists of:Safety shoes/bootsMAG Hi-viz Vest/Coat Please ensure you are always wearing thisUse the below QR code to access the uniform portal. You will need to enter yourlogin details (provided separately).USER NAMEPASSWORDUniform Portal

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Call SignJob RoleGolf MikeCar Park Manager Golf 2Spare for 2nd CPM on shift Golf 3 KeyroomGolf 4Yard Marshal in laneGolf 5Yard Marshal at entryGolf 6Yard Marshal on movePat 1-3Patrollers 1 to 3Golf 9ESD Marshal Call SignJob RoleGolf 10VIPGolf 11Mobile ReceptionGolf 12M&G ReceptionGolf 13CCRGolf 14-18Allocated Minibus DriversGolf 20Landside TrainerGolf 21 Landside TrainerVICTOR PAPAURGENT ASSISTANCE NEEDED50QR CODE CONTACT NUMBERSScan the following QR codes using your phone to add them into your contactsRADIO CALLSIGNS