A Conversation with Liz Grzechowiak
Senior Director, Brands and Concept Development
Liz Grzechowiak develops brands and concepts for Delaware North. Before Covid, Liz developed concessions for Minneapolis-St. Paul International Airport. She has clearly seen the concessions industry from “both sides.” And Liz has seen many RFPs – from “both sides.” What surprises Liz: “there’s so much opportunity to bolster and refine the process, to make it a streamlined experience for both parties.” All it takes is transparency and communication. Which, ultimately, would enhance the guest experience.
From her Delaware North perspective, Liz observes that developing and operating concessions is complex, a complexity that is not fully appreciated by airports. Liz’s key insight: both sides face constraints, but more transparency and partnership could overcome some of the constraints and lead to better concession programs. She urges concessionaires to not be shy to share information that can help shape the airport’s understanding of what a concessionaire needs to successfully operate. For her former airport colleagues, streamline RFPs and timelines to what is truly needed for the process. Liz recognizes everybody's understaffed, and the airport is doing their best to put out a clear, concise communication to concessionaires about what they expect. “But I would encourage people to step back: Is my information complete? Are all of these details necessary? Are these really going to influence us, or is this just noise?” Let’s avoid the noise to create better concessions programs.
Here are three key takeaways from our conversation with Liz:
These are just three takeaways. Liz offered many more insights regarding the complexity of business operations, process, and the guest experience. We invite you to watch, listen to, or read our interesting and informative conversation at the following links:
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