Incentive FM awarded by Port of Dover to facilitate passenger experienceIncentive FM awarded by Port of Dover to facilitate passenger experience

Under the terms, Incentive FM will provide a unique range of services at the Port of Dover’s dedicated cruise terminals, designed to help passengers have the best possible customer experience on their journey.

The Cruise Terminals handled over 200,000 passengers in 2014 and Dover continues to be the UK’s second busiest cruise port with a clear focus on delivering the best passenger service. 

Incentive FM will be responsible for all arriving and departing passengers along with their baggage. The company will provide mooring of vessels, porterage, baggage handling, security, car park management, reception desk, waste handling, replenishment of vessels, and customer service.

Four full-time Incentive staff will be provided along with a dedicated facilities manager. In addition, around 180 flexible staff living locally will be employed as required to deliver services when the cruise vessels are in port. 

Emma Ward, head of operations at the Port of Dover said: ‘We wanted a partnership approach that reflected strong investment in staff on site and a clear focus on customer service training. Together with Incentive FM, we want to provide the highest standards and drive service delivery to ensure all cruise passengers receive a first class experience.’

Bruce McDonnell, managing director at Incentive FM, commented: “This contract is quite unusual but the fundamentals are the same as we are delivering a unique range of facilities management services to meet complex demands. This utilises our core strength of engaging, managing and getting the best from our people.’