The Triple-S concept for service, safety and station cleanliness

The Triple-S concept (service, safety and station cleanliness) is a key feature of today's railway stations that now place greater focus on customer service. The Triple-S Centre is the focal point for key information: if a passenger or visitor uses the information console or triggers an emergency call, a link will be established to this Centre, which will then quickly provide information or assistance. CCTV technology provides staff with a clear view of the various areas in the station. This enables them to see whether a service technician is required somewhere and to monitor the cleanliness of the station, so that the cleaners can be notified if necessary.

The Berlin station management team Enlarge image: The Berlin station management team

The ServicePoint: focal point for travellers

The ServicePoint is the focal point and meeting point for travellers and visitors at over 90 stations in Germany. ServicePoint staff answer questions relating to the services available in the station, the train journey and public transport, and provide information on the city and its hotels. At many stations, ServicePoint staff will reserve and book a hotel room for you, and you can also deposit documents for your business associates with them. There are always service staff on duty on the station platforms to help passenger board, alight and change trains. They are identified by a ribbon on their red caps bearing the word "Service".

Facilities and systems are regularly maintained and serviced

An escalator or a lift is not working properly? In the event that a system breaks down, despite regular maintenance and monitoring, the maintenance teams are notified immediately. They identify the fault and then decide what has to be done to rectify the problem as quickly as possible.

Balanced business mix

In terms of rental services, attractive areas are created for retail businesses, catering outlets and service facilities. This applies to shops, offices and areas on which food and beverage vending machines are located, for example. When planning the layout, the marketing experts focus on providing a balanced mix of different tenants to ensure that visitors to the station are presented with a varied selection of goods and services. In addition to negotiating rental contracts, marketing services are also responsible for looking after the needs of the tenants.