Customer Service Duty Manager
With new construction and renovations taking place at Heathrow, Cato is eager to observe how the airport staff handle the added strain. Are there ways to improve customer service during the remaining renovation period? How will the new Terminal Five affect the airport's efficiency? And where does one fit 61 million passengers per year?

"Space is obviously a very big problem as far as we're concerned," Cato says. "And how we're going to manage between now and the day Terminal Five opens is probably the biggest issue if we want to maintain customer service levels at their current level."

Cato, will be joining his staff of 54 airport customer service duty managers for one week. He changes into his new uniform and checks in with his management team before heading off for his first day at Heathrow. Cato seems confident and self-assured, and his fellow executives agree he looks the part in his sharp uniform. But there's one small problem: Cato's left the manufacturing tag on his suit jacket. Will he be careless with small details at his new job?

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