A Conversation with Nick Crews
Managing Partner and President/CEO, Crews Hospitality
Earlier this summer, ACI-NA sponsored its annual Business of Airports conference. One of the many insightful panels was “Pivoting best practices in concessions.” The significant impacts of the COVID-19 pandemic and solid recovery that has followed together forced airport operators and airport concessionaires to pivot their strategies and operations to adapt to a rapidly changing landscape. This panel provided insights into their own experiences and best practices for pivoting the airport concession industry through our post-pandemic recovery.
For his presentation at the conference, ARRA Board member Nick Crews shared his company’s strategies to pivot toward recovery. Crews Hospitality engineered menus to combat supply shortages and higher costs. They modified store operations to deal with labor shortages and increasing wages. They accelerated the ordering of construction materials to offset delivery delays. Most importantly, they worked with their airport partners.
However, despite the ongoing recovery, challenges continue. Indeed, as Nick notes, “everything has changed.” Here are three key takeaways from our conversation with Nick that may define our industry’s “new normal”:
Despite these challenges, Nick remains optimistic: the pandemic also created a spirit of partnership among industry participants – everyone had to come together to survive. He hopes the momentum of partnership built during the pandemic keeps going because “everything has changed. It’s time to reset!”
Nick offered many more insights regarding the business impact of the pandemic, as well as his company’s pivots toward recovery.