Operations

Chauffeur Training Program Set To Debut At LCT Show

Martin Romjue
Posted on February 25, 2016

Kansas City operator Bruce Heinrich with fleet vehicles and chauffeur team near downtown skyline.
Kansas City operator Bruce Heinrich with fleet vehicles and chauffeur team near downtown skyline.
LAS VEGAS, Nev. — The limousine industry is about to get its first consistent, yet flexible, online training program that strives to set universal high standards for chauffeured service.

Tiered to chauffeurs as well as company employees, PAX Certified Training launches at its booth, No. 816, on the exhibit floor of the International LCT Show at the Mandalay Bay convention center in Las Vegas, Feb. 29 to March 2.

In creating and developing PAX, which is the Roman word for “Peace,” creator Bruce Heinrich, owner of LEADER Worldwide of Kansas City, Mo., drew upon his many years as an operator and his prior experience working for The Ritz-Carlton Marina del Rey in Los Angeles. Heinrich, a 2009 LCT Operator of the Year Award winner, was inspired by the Ritz customer service training programs and the training philosophy of the late industry consultant and operator educator, Tom Mazza.

The PAX curriculum involves six key components of service and knowledge for which users can be tested and certified. Trainees work online at their own paces. Limousine company clients can add to the components or integrate them with their in-house training programs. As part of the program format, operators can communicate and update training points with employees via email as often as they like. E-verification options ensure employees have read and understood any training policies or instructions.

The online program marks a significant change in technology and approach from prior chauffeur training programs wedded to DVDs, videos and/or guidebooks.

“PAX was created to create a gold standard of what passengers should expect, especially when TNCs (transportation network companies) are making such an impact,” Heinrich told LCT. “It’s a way to differentiate ourselves from the TNCs. If you are farming a trip to another city, you’d feel better knowing that the chauffeur has been PAX certified and up to that standard of training.”

As of today, 26 limousine companies ranging from small to large fleets have either signed up with or requested PAX Certified Training. Among them: Reston Limousine of Sterling, Va., Premier Transportation of Dallas, and Hermes Worldwide of Denver.

“What’s really cool about program is it’s geared for every company no matter its fleet size,” Heinrich said. “The whole premise is to provide peace of mind for passengers, for their dispatches, for the owner/operator and for the chauffeurs because it empowers them to make good decisions with the common end goal in mind.”

More PAX Certified Training coverage coming in the April issue of LCT Magazine

Related Topics: Bruce Heinrich, chauffeur behavior, chauffeur training, concierge, customer service, ILCT 2016, ILCT exhibitors and space, industry education, Kansas operators, Missouri operators, passenger safety, Ritz-Carlton, staff training, Tom Mazza, VIP service

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