Who got that job?

By STEVE HART

Nick Forbes, general manager - retail, Auckland International Airport

Nick Forbes moved from Australia to head up Auckland Airport's retail operation. "It is a vibrant organisation here and it has a wonderful appeal about it," says Forbes. "The opportunity to work here and take control of the airport's retail interests - to drive growth and enhance the overall customer experience - was hard to resist."

Forbes began his career as an accountant with Ernst & Young in 1988 but soon moved into the property sector with the Knight Frank Group in Melbourne. Later he specialised in estate management such as car parks and that led to his first job within the aviation sector at Brisbane Airport - he worked there for five years as a senior manager looking after its retail interests.

He arrived in Auckland after a year at Melbourne Airport where he worked on contract in the retail side. "Melbourne is my home town so it was good being there for a while to catch up with family."

At Auckland Airport, Forbes' portfolio includes retail concessions, car parks, car rental, travel information services, advertising and marketing the airport's retail businesses to travellers. "The airport's retail operation is the second largest in terms of international passenger numbers in the Australasian area. We are second only behind Sydney Airport."

Forbes says he basically looks after the income generation side of the operation, which "is becoming far more critical to the overall business model of privatised airports".

The biggest project on his desk is the airport's plan to separate the arrival and departure travellers from each other - part of tightening up security.

"That brings with it some tough operational changes. My first 12 months will include working closely with our tenants - the retail operators - while keeping the passenger experience a good one," he says. "On a wider scale I want to make sure that the travelling public see Auckland Airport as a positive destination and an enjoyable part of their whole travel experience."

To do that, Forbes says, he needs to understand what his customers are looking for by way of products and make sure they are available at the "best prices".

He says the retail operation at the airport is quite unique and is "much more than just another downtown shopping centre".

Forbes will also be working with customs and aviation security to make the passenger processing experience as seamless as possible.

"I want to cut queuing times for our customers and make the experience at Auckland Airport as stress-free as possible.

"We want customers to have as much time as possible to relax in the retail environment."