High Flyers Column
High Flyers: ARI’s Chief People Officer unravels the business of talent
The foundation of a successful company lies in its talent pool, a factor well understood by Aer Rianta International (ARI) Chief People Officer Siobhán Griffin. In this insightful column, she dives into ARI’s strategy for building people-centric values and fostering a culture of continuous development.
People are the epicentre of our business – our teams, partners and customers. Ultimately, our success as a business is dependent on having the best people to create and deliver the best experiences for our customers. That is why talent is such a crucial focus at ARI.
By its very nature, the travel retail industry provides an abundance of opportunities for employees who thrive in a diverse, fast-paced global environment.
Our mission is to create an inclusive and supportive space where our teams feel empowered, respected and motivated. We work hard to find and nurture the best people who align with our company’s vision and values – and those we know will enhance the customer experience.
ARI Chief People Officer Siobhán Griffin
In February, ARI launched its new brand identity, including an updated logo and brand expression – ‘Joy On Your Way’
We truly focus on retention and thankfully have a relatively low turnover across our business, particularly at management level. We constantly question whether we are maximising our talent and providing the right environment to encourage and support individual development within the business.
In a competitive industry, and an even more competitive job market, we need to make sure we are meeting (and exceeding) the expectations of our people. When it comes to creating a business that not only attracts but retains and maximises the potential of its talent, the first – and I would argue most important – focus has to be on our business culture.
More than ever, people want to work with companies that align with their personal values. True job satisfaction can be as much about the culture and environment as it is about the work itself, so at ARI we never underestimate the importance of our values system. Not only should it act as the ‘north star’ for a business, but it should also help companies find and retain the best people. Earlier this year we relaunched the ARI brand identity, and as part of that we added focus on how our new brand expression ‘Joy On Your Way’ reflects our culture and people values.
“Our people values are a crucial component for the success of our business, permeating through every level and department”
We have always been a values-led organisation, and it’s important to lead from the top down in this respect. When we launched our redefined brand principles along with a strategic framework this year, it demonstrated how these principles, brand behaviours and our people values align to deliver on our company vision of ‘being the world’s favourite airport retailer and partner of choice’. In other words, our people values are a crucial component for the success of our business, permeating through every level and department.
We focus on four core people values:
- Being brilliant at the essentials – taking pride in doing our job to the highest standard, creating an exceptional environment for everyone.
- Respecting each other’s value – we work as a team, and we all have a valuable role to play.
- Together we overcome challenges – we’re solution-orientated and support each other when we stand up to take responsibility.
- Always better – we’re constantly seeking ways to improve and grow.
I’ve already mentioned the global and diverse nature of our industry – this is something we need to increasingly lean into to actively encourage movement and opportunity across our global locations. It’s an attractive selling point for prospective employees, and it provides new opportunities for growth among existing talent.
Bahrain Duty Free hosted an event recently to congratulate graduates of the Academy for Excellence programme
A good example of this was the opening of Portugal Duty Free in June 2022; people from across the global estate had the opportunity to work on secondment in Portugal (and virtually) for the intensive three-month turnaround of the opening. This only served to enhance individual skillsets and strengthened the ‘global team’ culture within our business.
Similarly this year, as we work towards the opening of our operations at Abu Dhabi International Airport Terminal A, a taskforce has been assembled which incorporates multiple business units, disciplines and cultures to collaborate on this exciting opportunity.
We also champion training and development at ARI. Our Chief Joy Ambassador Paula Pryor (also Global Learning and Development Manager) touched on this in the very first High Flyers column earlier this year, and I can only reaffirm its importance in our business. As a people-centric company, we invest in our people and ensure they have a superior skillset to be ‘brilliant at the essentials’. We encourage and support them in their growth within the business.
Alongside the ongoing retail and leadership development programmes, there are a few other important initiatives to mention here.
ARI Chief Joy Ambassador Paula Pryor (second from left) and ARI CEO Middle East Rob Marriott (third from left) congratulated the five successful graduates
March marked the graduation of the first cohort of future leaders from Cyprus People Leaders Training Academy
Cyprus Duty Free launched its Leaders Training Academy in 2021 to identify and develop the leaders of tomorrow through a series of masterclasses and project-based work. The inaugural intake of future leaders graduated in March, and we are very excited to see them take their next steps within the business.
The Academy for Excellence at Bahrain Duty Free was established to foster a culture of continuous learning and to nurture future leaders. They recently celebrated the first graduation of talented employees who are being supported to excel in their careers with Bahrain Duty Free.
Muscat Duty Free has recently launched a secondment programme in which colleagues have the opportunity to spend one to two months working across different departments. Not only does this enhance individual skillsets with hands-on experience, but it also betters cross-functional collaboration and overall business performance. There has been a great uptake so far with this programme.
ARI celebrated 25 years of business in North America with an in-store celebration at Montréal-Trudeau International Airport
These are just some examples of the great work happening across our business to engage and develop talent for the future.
When it comes to talent, we can never be complacent. It’s just as important to look inwards as it is to keep an outward eye on the market, making sure our teams feel supported, empowered and joyful in their roles.
As I reflect on the journey of ARI and our continuous efforts in nurturing talent, I feel so much pride. It’s not just about creating a brand or running a business; it’s about building a community of exceptional individuals who come together every day with passion, commitment and a shared vision.
Muscat Duty Free’s hands-on secondment programme is a hit among employees
Our people are the very essence of ARI, their dedication and resilience are what drive us forward, and their individual stories of growth, challenges and triumphs inspire me daily. Looking ahead, I see a future where ARI continues to go from strength to strength, not simply because of the products we sell, but because of the incredible talent that exists in this global community.
Every individual at ARI deserves a heartfelt thank you. Their unmatched brilliance, spirit of collaboration and relentless pursuit of excellence defines who we are. As ARI’s journey reaches new heights, people remain at the heart of our success.
Partner's message
Partner's message
The Moodie Davitt eZine
Issue 327 | 29 September 2023
The Moodie Davitt eZine is published 14 times per year by The Moodie Davitt Report (Moodie International Ltd). © All material is copyright and cannot be reproduced without the permission of the Publisher. To find out more visit www.moodiedavittreport.com and to subscribe, please e-mail kristyn@moodiedavittreport.com