Speaker Biograghy: Shane is the Director Commercial for Northern Territory Airports. He has 15 years’ experience in non-aeronautical commercial revenue both as a Senior Manager and Consultant, providing strategic advice to many airports in Australasia. His strategic approach comes from a product development background in the tourism industry, where understanding customers' needs and developing customer insights is the key to revenue growth. With extensive experience in negotiation and programme management, Shane has led a wide range of development and procurement projects. He graduated with a Business degree from the University of Tasmania and has since completed an MBA.


Day 2 - 21 March
Session: Commercial Development, Retail & Concessions

10:35 - 11:05 - Overcoming challenges through innovative approaches to services and spaces
Synopsis: Darwin International Airport is the first airport in Australia to establish and operate its own business centre and VIP International Lounge, setting a precedent for airport business diversification, aviation route development and customer service with the opening of its Wirraway Business Centre and Catalina Lounge. These developments fulfil a highly sought-after airline service and, with contemporary fit-outs, state-of-the-art facilities and seamless use of technology, they provide many benefits for passengers as well as national and local businesses. Improving customer experience was a key deliverable, as was the need to brand the airport with the Top End’s unique sense of place.

Audience will learn:

• How to support aviation development by providing a VIP International Lounge, which was unfeasible for individual airlines to develop
• Understanding/identifying customers' needs, competitors' offerings and filling gaps in the market and fulfilling those customer needs
• Ensuring that the airport inspires a local sense of place while contributing to business and community
• How to exploit trends in the way people work; providing a variety of meeting rooms, hot desks and co-working spaces
• Marketing communication and distribution. Creating awareness, gaining local support and harnessing online distribution