Susan Stiene has been appointed President and CEO of Optimas Management Group, a consultancy that focuses on deriving maximum benefit from commercial programs at airports and other transportation facilities. Based in Vancouver, Canada, Sue and her team offer decades of experience working at some of the most highly- regarded airports in the world.
Recently hailing from Vancouver International Airport (YVR), where she was Director of Commercial Services for the past eight years, Sue was responsible for securing the highest spend per enplaned passenger in North America in 2016, as well as YVR’s first of multiple Airports Council International’s Airport Service Quality (ASQ) awards measuring passenger satisfaction. The first-ever recipient of the Airports Council International-North America Airports Concession “Person of the Year,” Sue grew YVR’s airport concession offering to its current scale of more than 300 retail, food and beverage options. She also led YVR to achieve the Best Green Concessions Program in 2017 from Airport Council International.
Concession programs have become increasingly important to the overall success of an airport’s business, as both competition for passengers’ dollars and expectations of the travelling public increase.
“In the U.S. alone, more than 45 per cent of airport revenue comes from concessions such as food and beverage, parking and ground transportation and retail,” said Stiene. “Our goal is to help airports find ways to maximize that revenue through powerful commercial strategies that focus on sense of place, innovation and delivering best-in-class customer care to passengers.”
Acknowledged in the industry for her work in creating tailored commercial programs that delight passengers and drive revenue, Sue has contributed her expertise to reviewing and developing commercial programs at such airports as Santiago in Chile, Nassau in The Bahamas, Midway in Chicago and LaGuardia in New York.
The Optimas team offers airports expertise in commercial programs, operations, customer service, strategy, design, business transformation, training and information technology.