The Austin-Bergstrom International Airport, known for its distinctive local flavor, is more than just a travel hub. It’s a marketplace of sorts, showcasing 85% local brands – a higher concentration than many other airports, according to a recent article by the City of Austin. This initiative not only supports area businesses but also provides travelers with a taste of Austin's unique culture.
An airport's concession stands are business agreements wherein companies get the rights to sell food, beverages, and retail goods within the airport. Cassandra Thomas, a Contract Management Specialist at AUS, explains that concession contracts typically don’t extend beyond a decade, with an opportunity for a revamp every five years. Thomas revealed to the City of Austin's blog that AUS homes a total of 31 food and beverage outlets and 20 retail outlets, offering passengers a diverse array of choices before their flights.
Local Austin businesses looking to become part of the airport's bustling ecosystem can do so through an RFP (Request for Proposal) process, as outlined by city policies. Interested parties have to navigate through rules ranging from correct commodity codes to RFP structure, and can seek assistance from the City of Austin to become part of the airport concession community. These steps ensure a fair and transparent process, with no room for lobbying, and decisions made through scoring by a panel of experts or airport staff.
Lynda Browder, who manages three airport restaurants, spoke about the unique challenges of overseeing concessions in a high-volume environment. "If we’re staffed well--it’s a matter of managing, stepping in, taking care of them, getting the things that they need," Browder told the City of Austin. She emphasized the importance of being adaptable, resourceful, and maintaining a positive outlook regardless of the day's potential chaos. For example, Browder recounted assisting elderly patrons who needed wheelchairs and adapting a Lemon Drop Martini recipe to cater to a customer's special request. These acts of kindness underscore the necessity of human connection in a place that is perpetually in motion.
To successfully run an airport concession, one needs a harmonious blend of staff and stock. In busy settings like Austin's airport, workers navigate through a myriad of challenges–from interviewing potential hires in unconventional settings to managing supply shortages. "Don’t let it get to you, like none of this is going to matter in a year anyway," Browder advised, highlighting the ephemerality of stress and the power of maintaining perspective.
What's asked of the traveling public during peak times? "Oh my gosh, just be patient," pleads Browder, echoing a sentiment felt by many working in service environments. Patience and kindness go a long way, especially on the most hectic days.
Browder's favorite aspect of her role? The people. Whether it's connecting with a customer surprising her mother after years apart or ensuring a fellow employee gets home safely thanks to the generosity of a patron, it's the interpersonal connections that resonate most deeply with her. "It’s the people hands-down, that’s why I wanted this job," Browder concluded, affirming the human-centered ethos that underpins the concessions operation at AUS.
