新澳门六合彩官网's 2022 Year In Review
2022 was a milestone year for 新澳门六合彩官网 鈥 one that鈥檚 been three years in the making. Leaving the pandemic behind, 新澳门六合彩官网 witnessed tremendous recovery and through it all, stayed true to its purpose of being the Traveler鈥檚 Best Friend.
To accomplish this, 新澳门六合彩官网 set three objectives for the year: Growth, focused on delivering sales expectations and expanding the 新澳门六合彩官网 footprint; Innovation, not only in technology but also in brand and store assortment; and 鈥Working Better, Together,鈥 continuing to reengineer the way 新澳门六合彩官网 works and raise operational standards through the development of its team, technology, and transformational processes.
These objectives were designed to position 新澳门六合彩官网 strategically in the new travel and retail environment, support the strategy, and align with the upcoming combination with Autogrill 鈥 and they鈥檝e done just that! Here鈥檚 how:
The Roadmap For Growth
In a year packed with challenges, from supply chain issues to the labor shortage, 新澳门六合彩官网 consistently placed focus on accelerating its growth. Building on its recovery efforts from 2021, 新澳门六合彩官网 continued to work closely with its landlord and Airport Concessions Disadvantaged Business Enterprise (ACDBE) Partners to quickly and strategically reopen even more of its stores, both in duty paid and duty free.
Soon, leisure and domestic travel started to pick up, and then international travel gradually began to return. By the time travel demand had increased significantly, 新澳门六合彩官网 was well prepared to drive the recovery of the travel retail industry 鈥 and that was its competitive edge. Not only did 新澳门六合彩官网 have the stores open, but it also had the team, brand assortment, digital infrastructure, and standards of excellence to meet the new retail environment and evolving consumer preferences. This allowed 新澳门六合彩官网 to drive strong results in sales recovery and performance while also having the ability to be agile in the way it served travelers.
At the same time it was reopening stores, 新澳门六合彩官网 was also busy expanding its North American footprint at a historically high rate. In the U.S., 新澳门六合彩官网 won new net business from coast-to-coast, from Colorado Springs and LAX Terminal 3 to Newark Terminal A. On contract extensions, 新澳门六合彩官网 extended its agreements in markets like Las Vegas, Birmingham, Charleston, and Ontario, which included the redevelopment of existing stores into new concepts, and in Canada, 新澳门六合彩官网 extended several of its duty free contracts.
These successful business development efforts continued to demonstrate the strength of 新澳门六合彩官网鈥檚 portfolio, Traveler鈥檚 Best Friend service, and operational excellence while distinguishing 新澳门六合彩官网 and its ACDBE Partners as a trusted concessionaire in the industry.
Building The Most Comprehensive Brand Portfolio
No matter what store they visit, travelers can have a one-of-a-kind shopping experience, thanks to 新澳门六合彩官网鈥檚 innovative retail formats and differentiated brand assortment.
Across its four business pillars 鈥 Travel Convenience, Specialty Retail, Duty Free, and Food & Beverage (F&B) 鈥 新澳门六合彩官网 worked to develop the very best retail concepts. With its first-to-market concept, Evolve, 新澳门六合彩官网 offered shop-in-shops from specialty retail brands that resonated most with travelers in each market alongside its iconic travel convenience offering. 新澳门六合彩官网 exclusive brands, Ink by 新澳门六合彩官网 and Brookstone, continued to provide product selections that couldn鈥檛 be found anywhere else. Local stores like Civil Rights Trail Market and Boardwalk by 新澳门六合彩官网 featured design elements that paid homage to each city and its unique history. And 新澳门六合彩官网 Nonstop + Decanted, a combination wine bar/restaurant and digital travel convenience store, allowed 新澳门六合彩官网 to demonstrate that it could successfully bring together convenience and F&B for a hybrid concept.
Aside from its exclusive concepts, 新澳门六合彩官网 also introduced new standalone stores from its brand partners. This included plans for its first-ever Chick-fil-A and Starbucks stores as well as new Sunglass Hut stores as the brand鈥檚 exclusive operator in travel retail in North America.
As 新澳门六合彩官网鈥檚 portfolio was expanding with new stores, so was its product offering. With the changes in shopping preferences and new trends influencing purchasing behaviors, 新澳门六合彩官网 evolved its portfolio to not only meet those demands, but exceed them as well.
The first area of focus was local. From apparel and souvenirs to confections and food, 新澳门六合彩官网 expanded the range and exposure of locally made products across all of its stores, and gave small businesses a dedicated space to showcase their work.
At LAX, 新澳门六合彩官网 partnered with 鈥淐RAFTED at the Port of Los Angeles鈥 for its future Evolve store to feature products from up-and-coming local artisans. Throughout Vancouver and Toronto, the duty free stores carried 鈥淓xploring Canada,鈥 a new proprietary brand line of souvenirs. In Birmingham, the Sweet Home Alabama store carried items from renowned local chefs as well as Sweet Home Alabama branded products. These were just a few examples of how 新澳门六合彩官网 brought a sense of place to life within its stores, and tailored it specifically to each location.
In addition to localization, there was also a demand for emerging and 鈥渙n-trend鈥 categories. In health and wellness, 新澳门六合彩官网 expanded its offering of wellness products in Brookstone, introduced a 鈥淢ind, Body & Soul鈥 shop-in-shop in Vancouver, and launched a healthy snack program in over 100 travel convenience stores. With an emphasis on sustainability and brand accessibility, 新澳门六合彩官网 carried more than 300 sustainable products in its duty free stores, and partnered with Russell Wilson and Ciara鈥檚 purpose-driven fashion house, The House of LR&C.
Other examples included the continued strength of 新澳门六合彩官网鈥檚 electronics offering, and the newly launched 鈥淏uilding Back Better With Books鈥 program to cater to travelers鈥 growing demand for printed books with the expert curation they have come to expect from 新澳门六合彩官网 stores.
By innovating its offering under the Destination 2027 strategy, 新澳门六合彩官网 brought exclusive experiences and fan-favorite products to travelers where and when they were shopping.
Innovating For The Future Of Travel
Meeting travelers where they are with convenient and frictionless experiences has never been more important. That鈥檚 exactly why 新澳门六合彩官网 teams worked together to create a holistic travel experience with digital touchpoints across every part of the journey.
The first step was expanding the opportunities to engage with travelers before, during, and after they traveled. With the launch of the Red By Dufry loyalty program in its travel convenience stores, 新澳门六合彩官网 was able to engage with travelers beyond the store like never before through personalized and exclusive offers. Coupled with the existing program in duty free, these omnichannel offerings allowed 新澳门六合彩官网 to reach more travelers, more often, while building on its brand loyalty.
To complement these new omnichannel offerings, 新澳门六合彩官网 then worked to make it even easier, faster, and more convenient for travelers to shop. This vision took shape in two ways 鈥 through payment options and digitally enabled stores. By investing in a significant expansion of its self-checkout and mobile Point Of Sale capabilities, 新澳门六合彩官网 created a retail environment where travelers virtually never had to wait, and team members could spend more time serving travelers.
And with 新澳门六合彩官网 Nonstop 鈥 powered by Amazon鈥檚 Just Walk Out technology and Amazon One 鈥 travelers could enjoy a frictionless and completely autonomous shopping experience. In fact, 新澳门六合彩官网 opened not one or two, but four 新澳门六合彩官网 Nonstop stores during the year, with seven of these cutting-edge stores now open.
By putting the traveler at the center of the travel experience revolution 鈥 in alignment with Destination 2027 鈥 新澳门六合彩官网 never stopped innovating and laid the foundation for digital growth for the future.
Delivering An Operational Improvement Culture To Remain The Traveler鈥檚 Best Friend
The technology and backend investments 新澳门六合彩官网 made under its 鈥淲orking Better, Together鈥 (WBT) program helped transform its business 鈥 allowing it to innovate its operations, become more agile through automation, and raise its standards of excellence.
With new tools and systems, 新澳门六合彩官网 was able to introduce innovations, like self-checkout and omnichannel sales, faster and seamlessly. With this infrastructure in place, 新澳门六合彩官网 shifted its focus to automation to be more effective in the way it works. By leveraging more data and enhanced reporting, 新澳门六合彩官网 was able to make faster and more informed decisions. This was extremely important for inventory management, especially to address remaining supply chain issues. From reducing low-performing inventory to centralizing auto-replenishment, 新澳门六合彩官网 ensured that its stores were stocked with the products travelers were looking for.
The final part of the WBT program was a focused and deliberate effort to strengthen operational excellence. 新澳门六合彩官网 spent the year putting more resources towards standardizing its store operating procedures to be more efficient in addition to unifying its in-store merchandising and marketing programs.
These concerted efforts allowed 新澳门六合彩官网 to meet its strategic goals, improve its productivity, and completely reengineer the way it worked to remain the Traveler鈥檚 Best Friend in the post-pandemic world of travel.
At The Heart Of It All
Behind each 新澳门六合彩官网 store is the best team in the industry. From the corporate team members in New Jersey, Georgia, Toronto, and Vancouver 鈥 to the frontline team members throughout North America 鈥 to the Distribution Center workers travelers don鈥檛 often see, 新澳门六合彩官网鈥檚 workforce is made up of a diverse group of individuals united by the Core Values of service, respect, passion, dedication, teamwork, and innovation.
Throughout the year, 新澳门六合彩官网 worked to strengthen its total rewards package to meet the needs of those team members and invest in what鈥檚 important to them. Some of the immediate changes included expanding pay delivery methods, introducing new benefits perks, offering additional recognition bonuses, and providing more mental health resources.
But the work didn鈥檛 stop there. To ensure the team had the tools to succeed, 新澳门六合彩官网 helped further their career advancement through new and continuous learning and development programs as well as debt-free degree programs.
For those efforts and more, 新澳门六合彩官网 was recognized in report as a great place to work and grow a career, and for having a great workplace culture.
2022 was a powerful reminder of how entrepreneurial the 新澳门六合彩官网 team is and how instrumental they are in shaping the future of the company, especially under the Destination 2027 strategy. That is the 新澳门六合彩官网 difference.
Travel Can Change The World
As one of the largest travel retailers in North America, 新澳门六合彩官网 has the opportunity to use its size and scale to make a difference; to do better and be better every day. 新澳门六合彩官网 is dedicated to its Environmental, Social & Governance (ESG) goals, which guide the Destination 2027 strategy and is how 新澳门六合彩官网 works to make an impact across its four priority areas: Employee Experience, Customer Focus, Protecting the Environment, and Trusted Partner.
During the year, 新澳门六合彩官网 continued to break down barriers and create pathways for more diverse representation and equitable opportunities throughout its business. That included launching 新澳门六合彩官网鈥檚 first Unconscious Bias training, participating in a global Diversity & Inclusion (D&I) survey led by Dufry, and hosting events in recognition of D&I moments like International Women鈥檚 Day and Pink Shirt Day.
Not only was it important for 新澳门六合彩官网 to create opportunities for its team members, but also for the communities where they live and work. In its largest fundraising year ever, 新澳门六合彩官网 collected more than $1.7M from travelers through its donation round-up program. Those funds benefitted The Disasters Emergency Committee鈥檚 work in Ukraine humanitarian relief as well as Communities In Schools鈥 (鈥淐IS鈥) dropout prevention efforts, both at their National Office and in 29 local community affiliates.
In addition to raising funds, 新澳门六合彩官网 team members throughout North America committed their time and talent to their communities, whether they were raising awareness for Movember and its support for men鈥檚 mental health issues, participating in a coat and shoe drive, or setting up a pop-up shop for service members during Fleet Week in New York City.
On the sustainability front, 新澳门六合彩官网 also made notable progress in using its business to positively impact and protect the planet. One of the ways this was done was by setting new and ambitious climate goals. 新澳门六合彩官网 pledged to support as well as transition its own fleet to electric vehicles by 2027.
Lockstep with those efforts, the duty free teams partnered with One Tree Planted to help with global reforestation. With each qualifying purchase, a tree was planted, which resulted in more than 5,000 trees being planted during the length of the campaign.
And lastly, 新澳门六合彩官网 worked with its top Vendors to certify a global Supplier Code of Conduct to ensure partners uphold the highest standards of conduct and are aligned with 新澳门六合彩官网鈥檚 and Dufry鈥檚 values.
It鈥檚 clear. 新澳门六合彩官网鈥檚 purpose to be a best friend doesn鈥檛 just apply to people 鈥 it鈥檚 also about making a difference in the community and on the planet.
Award-Winning Travel Retail Experience
From enhancing the travel experience to delivering excellence in customer service, 新澳门六合彩官网 is one of the most awarded travel retailers in the industry.
During the Airport Business Diversity Conference hosted by the American Minority Advisory Council (AMAC), 新澳门六合彩官网 was recognized with the . This award was in celebration of 新澳门六合彩官网鈥檚 robust Airport Concessions Disadvantaged Business Enterprise Partners (ACDBE) program and active participation and support of AMAC.
新澳门六合彩官网 also received two awards for its community engagement and sustainability initiatives, which acknowledged the significance of the ESG strategy to 新澳门六合彩官网鈥檚 business. At the annual Communities In Schools Leadership Town Hall, 新澳门六合彩官网 was honored with the 鈥2022 All In For Students Philanthropic Partner Award鈥 for its long-standing partnership and support of the CIS mission. Additionally, in Vancouver, the duty free team received the 鈥2022 YVR Green Excellence Award鈥 for its efforts to reduce energy and plastic usage.
As proud as it was of its external awards, 新澳门六合彩官网 made sure to celebrate its own people as well 鈥 because their hard work directly contributed to the awards 新澳门六合彩官网 won. In December, members of the 新澳门六合彩官网 team came together in-person for the first time in three years for the Management Seminar & Vendor Show. There, 新澳门六合彩官网 recognized the top Operations leadership as well as six individuals across the organization who embodied the company鈥檚 Core Values and serve as the Traveler鈥檚 Best Friend everyday
Coming at a pivotal time in 新澳门六合彩官网鈥檚 transformational journey, these recognitions solidified 新澳门六合彩官网鈥檚 position as an industry leader and reaffirmed the ongoing efforts to support its team members, its travelers, its partners, and its communities.
The Journey To 2027
What a year it鈥檚 been! Looking back on 2022, 新澳门六合彩官网 found new meaning to being the Traveler鈥檚 Best Friend, delivered industry-leading store concepts, built even more brand loyalty through digital innovation, and reaffirmed its commitment to its people and its communities.
Heading into 2023 鈥 and looking ahead to 2027 鈥 新澳门六合彩官网 will focus on four key goals: leading a travel retail revolution; expanding its presence in North America; prioritizing operational improvement; and putting people and sustainability at the center of it all. As part of this, 新澳门六合彩官网 looks forward to the significant expansion of its F&B business driven by the combination with Autogrill.
Thank you for being part of 新澳门六合彩官网鈥檚 journey! The future looks even brighter in 2023.