WA Staff Refresher and Feedback

CONNECT is Perth Airport's brand. Everything we do (positive and negative) reflects directly on Perth Airport. Carbridge is "invisible" as far as the public is concerned. Perth Airport is our client. As such they pay for, expect and are entitled to a professional service.

Our driving is to be done in a way that places passenger safety and comfort as the most important part of our service. This includes adhering to all speed limits, braking and accelerating gently, negotiating corners and roundabouts at greatly reduced speeds and driving "calmly" overall.

Uniform is provided and required to be warn at all times when working. Uniform should be neat, clean and ironed. Appropriate personal hygiene should also reflect the professional nature of what we do.

Multi-forms are the key communication tool between staff and management. A multi-form is preferred to a phone call whenever possible as it provides a written record and is more easily managed by busy Carbridge managers.

There is a Carbridge Duty Managers phone (0410636416) that is manned 24-7. This number is only to be used for urgent matters that cannot be dealt with via a multi-form or email. If you call this number at any time of the day or night you must assume that you will be waking somebody up so only call it if the matter is urgent enough to do so. Carbridge managers work and sleep at unusual times so if you call this number with non-urgent issues be prepared to have your error explained to you.

The nature of working at an airport is one of change. It is a very dynamic environment and problems can arise quickly and at any time. In addition, passengers can often be confused in an unfamiliar environment. One of the most important ways in which we can deal with this unique environment is by working as a team and supporting each other. A critical part of this is communication. Clear, detailed and timely radio communication between base, drivers and managers can often help to avoid problems and allow additional resources to be deployed.

Should a customer wish to lodge a complaint or commendation with you, try to avoid getting involved in the discussion yourself. You can either give them a business card and ask them to send the details through via email or offer them a muti-form to complete if they do not have email access.

An important part of being a professional driver is care and presentation of your vehicle. Ensure your vehicle is always swept out at the end of your shift or during a spare moment during your shift. Your personal items should be tucked away safely and out of sight with nothing left on the dash (eg. lunch bags, newspapers etc).

Completing your paperwork is an important part of your job at Carbridge. There are a number of legal requirements that need to be met by doing this as well as reporting requirements back to Perth Airport. A critical document is your pre-start check list. This must be completed accurately and completely. Also, passenger logs etc should also be accurate and neat to assist the admin staff in collating your handwritten data. Finally, timesheet information should also be complete and neat. Where any overtime has been worked as short description of the reason is required. If there is no reason you run the risk of not being paid for this work.

With a staff now of over 70 people in Carbridge Perth rostering is a big job. Added to this is the nature of our workforce that has a high percentage of casual staff. We do all we can to accommodate roster requests and request that unavailabilities be submitted via multi-form as early as possible. At any time we may need to call on someeone to cover shifts at any time of the night or day. In these situations, be reminded that Carbridge managers are often working under intense time pressure to solve a problem. We take the approach that we can ring and check your availability at any time. Be reminded that you are not under any obligation and are free to say no to any such request if you are unable to assist.