Defining Service Standards for a Leading Airport Company

Defining Service Standards for a Leading Airport Company
We partnered with the airport company to streamline and standardize their passenger services operations for their hospitality operations including lounges and transit hotel. The project focused on a four-stage approach to create a robust and sustainable framework:
  1. Understanding Customer Needs: We began by conducting a thorough analysis to identify key customer pain points and expectations across various touchpoints.
  2. Reviewing Operational Process Flows: We meticulously reviewed and mapped out existing workflows within key departments to identify redundancies and opportunities for improvement. The departments included.
    • Lounges
    • Kitchens
    • Procurement & Material Management
    • Audit & Revenue Assurance
    • Housekeeping
    • Engineering & Maintenance
  3. Documenting Standard Operating Procedures (SOPs): Based on our findings, we created a comprehensive set of Standard Operating Procedures to ensure consistent service delivery and operational excellence.
  4. Creating an Audit Mechanism and Checklists for Compliance Tracking:M To ensure the long-term effectiveness of the new SOPs, we developed a detailed audit mechanism and checklists. This system enables the airport company to continuously monitor and track compliance, maintaining high standards of service.

Download App

Click here to download
Adevo is a Bangalore based organization serving the skill and competency development needs of the hospitality industry in India through its multi channel customised programs and turn key consulting solutions.
Menu
Menu
Facebook Instagram Youtube Linkedin
Address
95hm Learning Solutions Pvt Ltd
CIN: U74999KA2020PTC138931
No 32, International Airport Road, Ganganagar Extension, Hebbal, Bangalore 560032
+91 76767 31148
contact@adevo.in
Bangalore, India
Copyright © 2025. All rights reserved
Made with heart️ by LearnEdu
Back To Top
Brendon Pereira
Co-Founder
Envelope Linkedin
Brendon Pereira leads the areas of Business & Finance, Technology, and Strategic Consulting. With three decades of diverse experience, Brendon has worked in financial planning, corporate finance, and strategic management across various industries.
Prior to co-founding Adevo, he founded Brenridge Consulting, where he provided expertise in strategic planning, corporate finance, HR planning, and performance management. His prior roles include Consulting Chief Financial Officer at Kapston Facilities Management and Vice President – Corporate Planning & IT at Dusters Total Solution Services Private Limited, where he managed business planning, M&A, and IT & automation. Brendon also brings valuable operational experience from his time as Operations Manager at Reliance Industries Ltd (Petroleum Business) and earlier in hospitality as Unit Manager at TGI Fridays, and F&B Manager roles at Le Meridien, The Orchid Ecotel, and Hotel Marine Plaza.
Brendon’s educational background includes a Post Graduate Executive Management Program (MBA) from S.P. Jain Institute of Management & Research, an MDP in Mergers, Acquisitions & Restructuring from the Indian Institute of Management Ahmedabad, a BA in Political Science from the University of Mumbai, and a Hotel Management degree from the Institute of Hotel Management, Bangalore. He has also completed Level 1 of the CFA Charter from the CFA Institute, USA.
Krishna Shantakumar
Co-Founder
Envelope Linkedin
Krishna Shantakumar, oversees content development, consulting, product development, and HR. With a career spanning three decades in the hospitality industry, Krishna’s journey began after graduating from the Institute of Hotel Management in Bangalore in 1995. An unyielding passion for food prompted him to boldly trade a traditional engineering path for his true calling, to forge a career in hospitality
Krishna’s extensive experience includes setting up a Hotel Management Institute in Chennai, a management trainee role with Ramanashree Group, pioneers in the budget business hotel segment, and successfully transforming Hotel Priyadarshini in Hospet. He then spent 21 years with the Aswati Group, where he played a pivotal role in expanding restaurants like EBONY, conceptualizing and designing multi-award-winning establishments such as The 13th Floor, ASEAN On The Edge, The Legend of Sikandar, Sindbad, Ebony Bistro, Dancing Wok, Katpadi Junction, and Panda House. Beyond this, Krishna has consulted on, executed, and operated four cafes and bake-houses, two hotels with multiple food and beverage outlets, two fine dining restaurants, and an exclusive cocktail bar.
His educational background includes a Diploma in Hotel Management from the Institute of Hotel Management, Bangalore and a Bachelor’s degree in Economics from Osmania University, Hyderabad.
Rashmi Koppar
Co-Founder
Envelope Linkedin
Rashmi Koppar spearheads the organization’s marketing, pedagogy, and academic functions. With over 27 years of extensive experience in the hospitality industry and academia, Rashmi is a passionate hotelier and educator who has worked with leading names such as The Taj and Oberoi group of hotels. Her career also includes significant tenures at M. S. Ramaiah University of Applied Sciences, where she held roles as Deputy Registrar and Academic Registrar, contributing to infrastructure development, policy implementation, curriculum design, and faculty training.
Driven by her belief that hospitality education should be universally accessible, transcending geographical, economic, and time barriers, Rashmi co-founded Adevo, dedicating it to transforming learners into skilled hospitality professionals. Her educational foundation includes a Post Graduate Diploma in Human Resources Management from the All India Institute for Management Studies, a Housekeeping Management Training Program from the Oberoi Centre for Learning and Development, and diploma in Hotel Management from the Institute of Hotel Management, Bangalore