Eye On Orlando - Mears Transportation

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Eye On Orlando - Mears Transportation
July - August 2015
Volume 19 Issue 4
Eye On Orlando
Three new attractions opened in Central Florida
this spring as Merlin Entertainments PLC (Merlin),
the second largest attraction operator in the
world, celebrated the official grand opening of
The Orlando Eye, Madame Tussauds and SEA LIFE
Aquarium. Located in Orlando, the attractions are
the centerpiece of I-Drive 360, a new dining and
entertainment destination on International Drive.
Standing at 400 feet high, nearly 100 feet taller
than the Statue of Liberty, The Orlando Eye is the
tallest observation wheel on the U.S. east coast.
Similar to London’s world-famous landmark, the
Eye provides guests with the opportunity to escape
the hustle and bustle of Central Florida within
fully enclosed, air-conditioned glass capsules. The
serene journey allows visitors to take in a unique
perspective of the area including nearby theme
parks and attractions, the downtown Orlando
skyline, lakes and lush landscapes, and, if the day
is clear, Cape Canaveral on Florida’s east coast.
Continued on page 2...
LOCAL NEWS
The Orlando Eye also allows visitors to
choose their own unique experiences such as
champagne flights and private capsules. The
attraction also offers a 4D cinematic experience
showcasing a 3D aerial journey of Central
Florida with added effects including fireworks,
wind, scents and lighting.
Orlando has rolled out the red carpet for the
world’s most famous celebrity wax attraction
Madame Tussauds Orlando. Madame Tussauds
showcases incredibly detailed and lifelike wax
figures that pay tribute to the most influential
celebrity and historical figures of our time,
including funnyman Jimmy Fallon, actor Jim
Parsons, pop princesses Taylor Swift and Selena
Gomez, international icon Ricky Martin and
many more.
SEA LIFE Orlando offers a new wave of
underwater adventures with beautiful displays
of colorful fish, sharks, jellies, sea horses, rays,
sea turtles and more. Winding tunnels, floor-toceiling tanks, bubble aquariums and cold water
rock pools provide a unique experience for
all guests as they are introduced to more than
5,000 sea animals in habitats representing the
Atlantic, Indian and Pacific Oceans. Specific to
the Orlando aquarium, visitors can also explore
Florida’s freshwater lakes and ponds, extending
to the Everglades. Additionally, the aquarium,
known for its strong conservation efforts, will
have interactive and educational components
for young marine life enthusiasts.
James Paulding, Southeast Regional Manager,
Midway Attractions, Merlin Entertainments
recently said, “Merlin has more than 100
attractions, 11 hotels and three holiday villages
in 23 countries across four continents, but
today all eyes are on Orlando! From exploring
the oceans of the world, to taking selfies with
your favorite celebrities, or seeing 360-degree
panoramic views of Orlando, we’re excited
about the impact each of these new additions
will have on the region from an entertainment,
tourism and economic standpoint.”
Source: i-drive360.com
2
MEARS IN M OTION NEWSLETTER • July - August 2015
EMPLOYEE NEWS
WELCOME ABOARD
Shannon Uribe has joined Hello! Arizona
as Account Manager. She has worked
at the University of Arizona for the Eller
College of Management in the role of
Assistant Director of Events, Leadership and
Marketing. She also has experience as an
Assistant Wedding Coordinator and helped
to run a bridal boutique. She is excited to
continue her event management and logistics experience
with our destination management company. Welcome
aboard, Shannon!
WEDDING ANNOUNCEMENT
Hello! Arizona Account Manager
Natalie Sheahan and Justin
Ryker were married on April 24.
Congratulations, Natalie and Justin.
Jimmy Mears makes the following
personnel announcement:
I am excited to announce the promotion
of Rebecca Katsur to Director of Luxury
Vehicles – Orlando. Rebecca spent her first
18 months with Mears as a Contract Service
Manager building excellent relationships
with resort management and front door staffs
as well as our chauffeurs. There is not an area
Rebecca has touched that hasn’t received
extraordinarily positive feedback. For the
last six months Rebecca has been spending time in the
office learning the administrative side, dispatch and general
management. Rebecca didn’t merely earn this promotion,
she went out and took it. She will oversee the day-to-day
operation of our Luxury Vehicle Division, which will require
her time to be split between the field operation and the
office. She is supported by Justin Moore and Ian Kaufman as
Operations Managers, and Tanaysha Thompson and Lauren
Horan as Contract Service Managers. Please join me in
congratulating and supporting Rebecca in her new role.
EXAMPLE OF EXCELLENCE
BABY ANNOUNCEMENTS
MDS Client Service Manager
Joe Downey and Jessica Welch
welcomed a baby boy on April 28.
Nolan Kenneth Downey weighed
7 lbs., 12 oz. and measured
19 inches.
Hello! Arizona Creative Services
Director Cendy Knight and
husband Robb welcomed a
baby girl on May 15. Riley Marie
Knight weighed 6 lbs., 10 oz. and
measured 20.5 inches.
Motor Coach Operator Carmelo Garcia has
served thousands of customers during his
tenure with Mears. Recently, our “Mystery
Shopper” observed him aboard Disney’s
Magical Express (DME). Congratulations to
Carmelo for earning a Perfect Shopper Report
and courtesy award! Here’s what the shopper
had to say about his great service:
“Upon arrival Carmelo said, ‘4:25, right on time. Disney’s
Magical Express!’ As he greeted passengers, he was outgoing and
welcoming. Once on the coach, Carmelo used his own words but
covered all message points and announcements. He drove very
safely, stopped properly, and obeyed all traffic laws. Carmelo also
used signals when turning and changing lanes. As we approached
OIA, he again used his own words, and covered all message points.
He also provided information about the elevators and escalators.
Carmelo was very professional and achieved a perfect score.”
CONDOLENCES
City Cab Driver Presnel Hyppolite
passed away on May 21. Presnel began
contracting with Mears in 2007. We
extend our sympathies to his family,
friends and colleagues.
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2015
3
EMPLOYEE NEWS
15 YEARS
20 YEARS
Crystal Jackson
MDS Accounting Lead
10 YEARS
Hal Miskovsky
Airport Taxi Starter
David Rhynard
Motor Coach Operator
Dan Smith
Motor Coach Operator
5 YEARS
Rob Bowman
Motor Coach Operator
John Delgado
Shuttle Van Driver
Carl Edwards
Motor Coach Operator
Pablo B. Garcia
CDL Instructor/
Motor Coach Operator
Joey Jensen
Hello! Florida
Field Staffer
Carlos Montes-Ramos
CCC Parts Counter
Manager
David Taitano
Francisco Valentin
CCC Training Supervisor Motor Coach Operator
4
Douglas Kahler
Hello! Florida
Executive Vice President
MEARS IN M OTION NEWSLETTER • July - August 2015
Wilson Bannis
Shuttle Van Driver
Craig Bullock
Hello! Las Vegas Director,
Business Development
Carlos Collazo
Custodian
Thomas Conway
Shuttle Van Driver
Amie Garrett
Hello! Florida
Account Executive
Holly Loulan
Hello! Florida
Creative Services Manager
Rodney Magalhaes
Field Trainer/
Shuttle Van Driver
Iraj Maleknia
Shuttle Van Driver
Ibrahim Mohammad
Shuttle Van Driver
Michele Procaccini
Hello! Florida
Field Staffer
Jeff Senters
Taxi Starter
Julian Silva
Shuttle Van Driver
Richard Smith
Field Trainer/
Motor Coach Operator
Elies Toussaint
Motor Coach Cleaner
Harold Wallace
Motor Coach Mechanic
EMPLOYEE NEWS
1 YEAR
Jaquesia Barnes, CCC
Denise Fluaitt, MDS
Lois Martin, CCC
Amarah Rhymer, MDS
Jeffrey Bogle, Jr., MDS
Christian Frey, MDS
Travis Moore, TX
Hector Rivera, MDS
Adnes Bronson, MDS
Luis A. Gomez, MDS
Charlene Norwood, MDS
Abigail Rodriguez, MDS
James Chancey, MDS
Adrienne Henk, TX
John Perez, Jr., CCC
Rosie Rodriguez, CCC
Victor Cintron, HF
James Hughes, MDS
Justin Ramey, MDS
Robert Roulhac, MDS
Robert Cole, MDS
Casey Jackman, CCC
Alexander Ratajczak, MDS
Shonda Stamps, CCC
Joseph Destra, MDS
Kyle Leiser, HF
Jennifer Reilly, HF
Janet Thompson, CCC
Joel Fatula, MDS
KUDOS
Hello! Texas Vice President/General Manager
Greg Kaul sends KUDOS to Administrative
Support Manager Lynette Hidalgo-Adamson,
Hello! Florida Director of Accounting Karen Keim
and Accounts Payable Specialist Laura Sullins:
Hello! Florida Account Executive Michelle
Wilkie sends KUDOS to Hello! Florida Creative
Services Manager Vanessa Lopez and Account
Managers Lauren Berbusse, Lauren Riffel and
Anne Marie Tipton:
“I would like to recognize several individuals
who helped the Hello! Texas team accomplish a
recent program in Austin at the new JW Marriott.
As a result of last-minute decisions by our client
on two huge on-site hotel events, as well as [the
challenges of] working with a hotel that had just
opened less than a month prior, we had to lean
on our resources in Orlando to make it happen.
Aside from the amazing job our entire team
in Texas did in working together to execute a
seamless program, we provided additional stress
on our Accounts Payable and Risk Management
teams. They, of course, met the challenge and
exceeded all expectations.
“I wanted to brag on our teamwork to pull off
the Tradesmen International (TI) Program at the
Fontainebleau. I thought I had sold an exact
replica of the beautiful glitzy ‘then and now’ FAM
we did for the Fontainebleau last year, but as
you all know nothing is ever that easy. The client
surprised us with a 2-hour conference call three
weeks prior to the event to change the entire look
of the dinner room and really put Vanessa on the
spot to come up with new ideas on how to fuse
construction and steel into the party. Of course
she nailed it, and by the time we hung up she
had designed a new party that the clients were
raving about.
“Although Lynette has only been with Mears
for a short time, she completely stepped up
on countless rushed vendor requests for the
necessary compliance documentation. With two
large décor events, we were using several new
vendors and needed the long insurance process
condensed into a couple of days. She handled all
this on top of being solo, since her manager was
out of the office the entire week.
“Load-in was insane, as we had only three hours
to flip the entire dinner room and was managed
beautifully by Ann Marie; I think she had to
manage 15 vendors and was a rock star, even
winning over the Fontainebleau loading dock
(no small task). Thanks so much to the Laurens
for assisting with the chaos and for your
manual labor!
“Karen and Laura were amazing as well. I
called Karen in a panic that we needed several
checks cut last minute and she was great and
accommodating. Since the Accounting team was
short one member, Laura stepped in to assist in a
special remote check run. This is not part of her
daily routine, but she stepped up and was able
to cut all necessary vendor checks the day before
our events.
“Thank you all from the Hello! Texas team.”
Hello! Texas Vice President/General Manager
Greg Kaul sends KUDOS to Human Resources
Manager Rhonda Gregoire:
“Overall this wasn’t a huge program but I think
it showcased our strengths beautifully. No matter
how last-minute or difficult it will be to make all
of the changes, we always keep our client’s vision
and needs in the forefront and make it happen.
As I was saying goodbye to the clients they
hugged us and said that they had been working
with DMCs for 20 years and that we are simply
‘the best of the best.’
“I just wanted to share the amazing resource
I have experienced with our Human Resource
Manager, Rhonda Gregoire. Rhonda stepped in
to assist with an insurance challenge our family
had and has been nothing short of amazing. My
wife and I were frustrated with our insurance
correspondence in Dallas and I felt bad that I had
to even involve Rhonda. She looked at it from a
parent perspective and shared in our pain. She
gave us direction and guidance to help get results
we could not have gotten without her assistance.
She also communicated with our insurance rep in
Texas to further support us.
“She is a Rock Star!”
Core Values: Enthusiasm & Efficiency
“The achievements
of an organization
are the results of the
combined effort of
each individual.”
Vince Lombardi
“Thanks, team!”
Core Values: Efficiency & Enthusiasm
Core Values: Enthusiasm & Efficiency
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2015
5
COMPANY NEWS
Community Connections
Gala for Give Kids the World
For more than 15 years, Hello! Florida has donated time
and talent to Give Kids The World (GKTW), producing their
annual Black & White Gala fundraiser. This year’s event,
held on May 9, was a Vintage Circus theme complete with
a midway full of games. Guests purchased tickets to play
the games, increasing the charitable giving opportunities.
Cameron Rust wrote a dramatic storyline and produced the
entertainment for the evening. Courtney Parras, Vice President,
Corporate Development at Give Kids The World wrote these
words of thanks: “I can’t begin to tell you how many people
reached out to us and shared incredible feedback. They loved
EVERYTHING about it! We exceeded our goals for the auction,
carnival games and miscellaneous donations – surpassing what
we raised last year. Thank you for guiding the ‘new GKTW
crew’ on this incredible journey!”
Donation to the USO
Scholarship for
Deserving Student
Shannon Gravitte, Vice President of Government
& Community Affairs, along with Central Florida
Hotel and Lodging Association President Rich
Maladecki, present Julie Ludwig with a $2,000
scholarship sponsored by Mears Transportation.
Julie is attending the UCF Rosen College of
Hospitality Management.
USO Central Florida Orlando would like to thank Mears
Transportation Group for their generous donation! The money will
be used to help fund the USO Welcome Center. Pictured above
are Paul Mears III, President of Mears Transportation Group and
Charles A. Rogers, Chairman of USO Central Florida. Thank you
for your support! #ThankfulThursday #Mears #USOCFL
6
MEARS IN M OTION NEWSLETTER • July - August 2015
COMPANY NEWS
Homes For Hurricane Katrina Victims
Hello! USA is taking a team to New Orleans this August to renovate a home
for a family who lost everything in Hurricane Katrina. Led by VP of Creative
Services Mark Wells, this group will work hands-on for four fast-paced days
to make the structure safe and attractive, and will decorate and furnish
the home as well. Similar to Extreme Home Makeover shows, the newly
furnished, beautiful residence will be presented to the family when the
project is complete.
For this endeavor, Hello! USA is partnering with Event Pros Take Action
(EPTA), a charitable industry group founded 10 years ago to aid the recovery
of communities affected by natural disasters. EPTA teams our organization
together with industry
leaders to give back to the
communities we serve.
Sunshine Baker of Hello!
USA is also assisting with
obtaining national and local
media coverage for EPTA’s
efforts in New Orleans.
We look forward to the day
this summer when we can
welcome a family home so
that they may begin a new
chapter of their lives.
Field Trips for Students in Need
Orange County Public Schools
recently honored Hello! Florida for our
philanthropic endeavors during a brunch
at the Citrus Club. The Hello! Florida
Field Trip Fund, founded by Senior
Account Executive Shannon Orme,
enables Central Florida students to attend
school field trips when their families
cannot afford for them to participate. For
each theme park ticket Hello! Florida
sells, we donate $1.00 to this program.
Hello! USA Communication and Social
Media Manager Sunshine Baker accepted
the award from Orange County School
Board Chairman Bill Sublette and Superintendent Barbara Jenkins on behalf
of Shannon Orme and Hello! Florida. In the past two years, it has been our
honor to send hundreds of local children on dozens of exciting field trips.
The Days Inn Orlando Main Gate
(location code #712) is now
Clarion Inn & Suites
5827 Caravan Court
Orlando, FL 32819
407-351-3800
Shuttle Zone 3
Luxury Vehicle Zone 130
Taxi Zone 127
Mears now provides shuttle service
to and from the Orlando Eye area
on International Drive from zones
3 & 4 only.
Note: We have multiple location
codes in our reservations system,
each one indicating a specific
pick-up/drop-off area:
#813
I-Dr 360
#814
ORLANDO EYE 360
SEALIFE AQUARIUM
#821
ORLANDO EYE 360
#822 ORLANDO EYE 360
MADAME TUSSAUDS
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2015
7
COMPANY NEWS
Mears Transportation
Underwrites Teacher Job Fair
M
ears Transportation, a longtime partner with OCPS
in carrying thousands of students on hundreds of
fieldtrips annually, generously sponsored the May
2nd Teacher Job Fair at Edgewater High School. The Orlandobased, solutions-driven company with roots in the community
dating back 75 years, provided funds used to offer lunch for
all of the interviewing team and event organizers.
In addition to funding the event, Mears showcased a luxury
motor coach to an audience of nearly 1,000 fieldtrip decision
makers: teachers and principals.
Everyone had a bird’s eye view of the display bus, which was
in direct sight of the job fair’s networking center, also known
as the Edgewater H.S. cafeteria. Adding value to the Mears
investment, the district arranged for food trucks to be parked
beside the bus where applicants were able to buy snacks
and lunch.
When asked what the OCPS one-day record was for fieldtrip
bookings John Wolfe, company vice president of HR
responded, “We had 40 charters on OCPS assignments one
day this past school year!”
Excerpted from the 2015 summer edition of HR Today. Original article written
by Keith Card.
8
MEARS IN M OTION NEWSLETTER • July - August 2015
COMPANY NEWS
Legacy of Champions Luncheon
“
Pictured L to R: Heather Thompson, Shannon Gravitte, Lydia Cortez, Rosemary Gates,
Herschel Walker, Joy Fleming, Julie James, Ortancis Gaines.
Mears recently sponsored the Mental Health Association of Central
Florida’s (MHACF) Legacy of Champions luncheon, recognizing Florida
Senate President Andy Gardiner as the 2015 honoree, and featuring
former NFL star Herschel Walker as keynote speaker. Gardiner was
honored for his ongoing leadership, dedication and commitment to
mental-health needs in our community. The nonprofit MHACF has
been working in our region since 1946 to remove the stigma associated
with mental illness and provide mental-health services, information
and support.
Desire is the key to
motivation, but it’s
determination and
commitment to an
unrelenting pursuit of
your goal - a commitment
to excellence - that will
enable you to attain
the success you seek.
”
Mario Andretti
World Champion Racing Driver
CUSTOMER COMMENTS
Luxury Vehicle Chauffeur Joseph “Gio” Gautier received these words of praise:
“I wanted to tell you how pleased we were with the great service we received from our
driver, ‘Gio’ Gautier. Upon our arrival, Gio was on time and waiting for us. I was traveling
with my 2 girls and my mom. He was extremely helpful in getting our luggage and
bringing it to the car. After arriving at the hotel, Gio gave me his card and assured me he
would drive us back to airport. The morning of our flight home I texted him. His quick,
professional response made me comfortable that our trip to the airport would run very
smoothly. And it did. He picked us up on time and we arrived at the airport in a timely
manner. I wanted to let you know what a valuable chauffeur Gio is. We loved him and
when we take our next trip to Orlando we will be sure to call Mears and request Gio!”
Core Values: Respect, Efficiency & Enthusiasm
Sergeant Marcus Camacho with the Orange County Sheriff’s Office thanked Yellow Cab
Driver Jean Brannon:
“I was on my way home when I encountered a person lying in the middle of the road on
Ivanhoe Boulevard. Jean Brannon was already there and called it in. Please thank him for
stopping and doing the right thing. He was very polite and professional.”
Group Transportation Sales and Operations Manager Kerri Ludwig-Kriner was thanked by
Kevin Woods, Business Development Sales Manager with Hajoca Corporation:
“It was a pleasure having Kerri handle the transportation needs for our training event.
After speaking with her for just a few minutes I felt at ease with her attention to detail and
how she would handle everything going forward. I greatly appreciate her professionalism
in making it FLAWLESS; everyone I spoke to thought the drivers and experience were
top notch.”
Core Values: Respect, Efficiency & Enthusiasm
Hello! Washington D.C. General Manager Danielle Kambic passed along a satisfied
customer’s compliments for Hello! Las Vegas Account Executive Jennifer Cheung Cline,
Account Manager Amanda Flaum and Sales Coordinator Nick Storm:
“Thank you for introducing me to Jennifer, who works in your Las Vegas office. She was
amazing. Jennifer and her team displayed such a high level of professionalism and superb,
nurturing customer service. The experience during the reception was a memorable
moment for my guests as well as my team. I look forward to working with her next year.”
Core Values: Respect & Enthusiasm
Core Values: Integrity, Respect & Safety
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2015
9
CUSTOMER COMMENTS
EXAMPLE OF
EXCELLENCE
Dr. Kari C. Kelso appreciated
the service provided by Checker
Cab Driver Zachery Grant:
“It is a pleasure to write this
letter of commendation for
Zachery Grant. My daughters
and I met up with him for a
pick-up at the Hard Rock Hotel and needed a ride
to our next hotel. Unfortunately, I did not write all
the correct information for my Marriott reservation
and was unaware of the high number of Marriott
hotels in the area. Zachery was so good talking to
my two girls in the taxi as I went to one Marriott to
locate at what hotel I had made my reservation. He
did an excellent job to diffuse a stressful situation by
keeping everyone calm and relaxed as I tried to sort
everything out.
“We requested his services as often as we could
for the duration of our vacation. When he was
unable to pick us up due to a scheduling conflict, he
ensured that we located another taxi and informed
us of where all the Mears locations were for all the
Disney properties. He also gave us sound travel
advice and safety information during our stay. His
taxi was always the cleanest of all the ones we used
during our trip.
“On one of our many excursions with Zachery,
we learned that his cousin had passed away
the previous night and he had spent much of
the evening with family at the hospital. We had
scheduled a pick-up with him the following morning
and he went out of his way to ensure he kept his
word. His outstanding customer service, in the
face of a family tragedy, showed his true colors.
I don’t think you will find a more loyal and
dependable driver.
“He was always extremely helpful and courteous
and his pleasant demeanor was always appreciated
when we encountered traffic or other obstacles.
My daughter Emily, who is 10, only wanted to call
him, and no other driver would do. It was a great
disappointment to her when he was [not working],
and we had to ‘settle’ for another driver. This speaks
to the warm and welcoming environment he
created, but also to his ability to provide an air of
safety and security that one needs when traveling to
new cities.
“I hope this letter gets him some well-deserved
recognition for exemplary service. Our family would
unconditionally recommend him to anyone.”
Core Values: Respect, Integrity, Safety & Enthusiasm
10
Rachael Hagan, Marketing Specialist with American
Academy of Pediatrics, complimented Luxury Vehicle
Chauffeur Roselene Paul:
“I’m writing to let you know about a very positive experience
I had. Roselene was an extremely polite conversationalist,
knowledgeable about the area, and an exceptionally safe
driver. I would gladly use this service again and recommend
to my colleagues.Thank you for staffing your transportation
group with such highly competent individuals!”
Core Values: Respect, Safety & Enthusiasm
Angela Keepman, Convention Service Manager with
W Dallas Victory, had this to say about Hello! Texas
Account Executive Michael Schultz and Account Manager
Adrienne Henk:
“Adrienne is fabulous to work with! Great attention to detail
and on top of things! Michael is a great partner as well. I
appreciate the team’s follow up on business, as well as the
effort to come by and stay in touch with the W sales team.”
Core Values: Enthusiasm & Efficiency
Motor Coach Operations Manager On Duty Frank Minaglia
and Motor Coach Operator Richard Czaya were commended
for their exemplary service:
“I am a tour guide and I wanted to send you a BIG THANKS
for one of your employees who really impressed me with
his quick and great help. I am talking about Frank Minaglia.
I was staying with a group of Austrian tourists at the Rosen
Inn. On Saturday morning, one of my tourist couples
[informed me] that they had left their expensive Nikon
camera on a trolley the night prior. Thankfully, they realized
it right away and approached the next trolley driver, told him
the story in their broken English but got the message across.
They told me this person was very helpful, located the
camera and ensured them it was found.
“I took over in the morning by calling Mears and had Frank
on the phone. He told me the camera was there and asked
me about our travel itinerary. When I told him at 7:40 a.m.
that we had to leave the hotel and Orlando at 8:30, he did
not waste any time to act by finding out which driver would
be available. He sent a coach with Richard right to the hotel.
He arrived 30 minutes later with the camera. The lady was
so happy that she hugged him, gave him a nice tip and
almost cried. What a wonderful experience for them - honest,
helpful and just likeable people!
“It also was a great experience for me. I’ve been doing
this job for almost 20 years and things like this do happen
frequently. But, usually the solution of the problem is not as
easy as this. I am normally told that I have to give the credit
card number of my clients and provide an address and then
[the lost item] will be sent to them for a hefty shipping and
handling charge a few weeks later.
“I was so impressed and very thankful. Also on behalf of my
clients, a BIG thanks to everyone involved and especially
again to Frank for his fast thinking and acting! My clients
will never forget this incident and will always remember
Orlando and the trolley and what good happened to them
over there.”
MEARS IN M OTION NEWSLETTER • July - August 2015
Lee Bradley, Director of Client Services, adds:
“Great job! Your reaction time and commitment to our
customer experience saved the day for these guests. Thank
you for following through with such a quick response.”
Core Values: Integrity, Efficiency & Enthusiasm
Client Service Manager James Kelly and MDS Customer
Service Supervisor Cher Brutus received these words
of gratitude:
“Thank you for recovering my bag. I got back the passports,
credit cards, cash, etc. Nothing was missing. My vacation
had just started when Mears called with the great news.
Please extend my gratitude to all who made this possible.”
Director of Client Services Lee Bradley adds:
“Great effort! I really appreciate your dedication and follow
through. This kind of teamwork is what sets our company
apart as the industry leader.”
Core Values: Enthusiasm, Efficiency & Integrity
Hello! Florida Account Executive Emily Nicolas and Account
Manager Ricky Plokhaar were complimented by Aaron
Brown, Project Manager with Maritz Travel:
“Thank you for making these transfers so easy on my part.
Ricky did a great job onsite. I always enjoy working with
Hello! Florida. You all are awesome, professional and always
on top of everything.”
Core Values: Enthusiasm & Efficiency
A happy customer complimented Checker Cab Driver
Frederick Tombo:
“I wanted to praise Mears for wonderful customer service.
I used the Mears Taxi app to schedule a ride to the airport.
Frederick was on time and beyond professional. He insisted
on helping me with my bags even at the airport. I have never
had such a caring driver. I would use Mears again just in
hopes of having this same driver.”
Core Values: Respect, Efficiency & Enthusiasm
Kelli Dunn, Destination Site Manager with Visit Orlando,
sent her thanks to Sales Coordinator Charlene Norwood and
Luxury Vehicle Chauffeur Joan Dennis:
“Joan was wonderful! She is so friendly and nice; thank you
again for her! You are lucky to have someone who relates so
well to clients. It makes a world of difference.”
Core Values: Enthusiasm & Respect
Luxury Vehicle Chauffeur Daniel Rich was thanked by
Donna Healy with Credit Suisse:
“Thank you for all of your professionalism and commitment
to the Credit Suisse Momentum Black Men’s Leadership
Retreat. Your effort and hard work made this program a
tremendous success.”
Core Values: Respect & Enthusiasm
CUSTOMER COMMENTS
Motor Coach Operator Dan Lawler received these words
of thanks from Rachel Bruce, Marketing Manager with
Enterprise Florida:
“Thank you so much for all you did to make our trip from
Tampa to Orlando enjoyable! It was a pleasure working
with you and I really appreciate everything you did for us.
Everyone enjoyed their time with the group and you added
to that experience. I look forward to working with you again!”
Driver Manager Warren Wagman adds:
“Dan always strives to make sure our guests are comfortable,
happy and enjoy a safe trip no matter the destination.”
Core Values: Respect, Safety & Enthusiasm
[Then] Transportation Sales and Operations Manager Ian
Kaufman and Luxury Vehicle Chauffeur Martin Decker were
complimented by Kevin Batterberry with Walt Disney World:
“We were extremely grateful for your assistance with setting
up the transportation. It was a spectacular event and having
Marty assist with our transportation truly made the evening
flawless. He was phenomenal and I can definitely see why
he’s on the ‘Dream Team.’”
Core Values: Enthusiasm & Respect
Senior Sales Coordinator Rachel Bustamante and Motor
Coach Operator Al Rudinger, Jr. received the appreciation
of this customer:
“Thank you for all your help with the motor coach.
Everything went perfectly smoothly and it was a great
evening. Please pass along my thanks to Al as well!”
Core Value: Enthusiasm
Paula Hyde, Walt Disney World Manager sent words of praise
to Disney’s Magical Express (DME) Coordinator Monette
Spitale and DME Boarding Representative Blanca Irizarry:
“Thank you for being proactive and helping with a flight
that was distressed. Outstanding job making sure the motor
coach was here for the special recovery helping with our
partners. Great teamwork!”
Mike Dutton, Director - Airport Operations adds:
“Thank you for the great job that you are doing for Mears
and our valued customer, Disney’s Magical Express. Please
keep up the good work.”
Core Values: Efficiency & Enthusiasm
Luxury Vehicle Chauffeur Hicham Zaki received the
gratitude of a guest:
“Since I am quick to express my expectations of good
service from Mears, it’s only right that I give praise as well.
We were picked up by Hicham at the airport. He was waiting
when we arrived, courteous, professional and driving a
very clean sedan. He is exactly who you want to have
representing Mears.”
Core Values: Respect, Efficiency & Enthusiasm
Mikki Bray, Wedding Services Manager with Disney’s Fairy Tale
Weddings, praised Luxury Vehicle Chauffeur Navaid Janjua:
“Great job! He was very flexible with making multiple trips
from the Grand Floridian to the Wedding Pavilion before and
after the ceremony. Navaid was very personable and warm
with the couple, wedding party and their family.”
Core Values: Respect & Enthusiasm
Shuttle Van Driver Wilson
Bannis received these words
from an appreciative guest:
Luxury Vehicle Chauffeur Paul Aaron earned this note of
appreciation from Scott Moore, Account Manager with
Disney Institute Sales:
“Every [Mears] driver has
been awesomely professional,
friendly and kind to their
passengers. Most especially,
Wilson was professional, friendly, kind and so
personable. Skills can be taught, but you can’t
teach people to be nice, to be kind, to care about
others – I really enjoyed my time with him and
want to be sure he is recognized for making this
customer very satisfied. Because of him, I would
definitely recommend your company to others.
Thank you and please thank Wilson once again
for me!”
“Paul drove us to a Disney celebration dinner at Disney’s
Grand Floridian Resort. He was extremely personable, very
professional and just a joy to chat with along our way. He
helped make that night even more special!”
Director of Luxury Vehicles – Orlando Rebecca Katsur adds:
“Paul is a great representation of a professional chauffeur.”
Core Values: Enthusiasm & Respect
Hello! Florida Program Managers Donnie Dieterle, Trisha
Kanner and Jan Karney and Group Transportation Sales and
Operations Manager Kerri Ludwig-Kriner provided great
service to Maureen Ryan Fable, Chief Executive Officer –
Americas of First Protocol:
Core Values: Enthusiasm & Respect
Luxury Vehicle Chauffeur
Daphne Robinson received a
five-star review from a customer:
“The entire team was very professional and my team was
extremely impressed with the entire organization. We are very
appreciative of the entire team that made it happen, including
our main contacts of Kerri, Jan, Trisha and Mary, and I know
there were many others on-site making it all happen. I did
want to especially mention Donnie. I was so impressed by
him and felt confident that he would deliver from the very
first moment that I met him. He has a lovely demeanor, is
extremely dedicated, a hard-worker who will do whatever it
takes and he clearly loves what he does. I am sure you hear
this regularly regarding your team, but as a business owner I
know that it also comes as a result of strong leadership. We
look forward to working with the Mears team again.”
“I have been a customer for a
while, using your luxury town
cars to transport me back and
forth during my many trips from
my home to the airport. I really need to pass along
kudos, compliments and much appreciation when
they are so greatly and definitely due! I would like
to make sure that recognition and appreciation is
being given, especially for such an outstanding and
an amazing chauffeur. Daphne is definitely one in
a million and I wish that there were more people in
this world just like her!
Core Values: Enthusiasm, Efficiency and Respect
Hello! Florida Vice President of Sales Darlene Plisko,
Account Executive Emily Nicolas, Account Manager Lauren
Riffel and Field Staffer Ellen Antonochio received these
words of gratitude:
“I wanted to take a moment and thank each of you in
writing for:
-Your professionalism
-Your willingness to carry on and hang in there no matter what
-Your smile
-Your resolve to rise above
-Your customer service
-And always being there to support the staff and the program
“Thank you from the depths of my soul. I also want to give a
shout out to Ellen whose attitude and customer service had a
big impact. She was incredible.”
Core Values: Respect & Enthusiasm
EXAMPLES OF
EXCELLENCE
“I cannot say enough great things about
Daphne. She is an absolute pleasure to have as
a driver! She has great people skills. Daphne is
extremely friendly, personable, helpful, courteous,
knowledgeable, kind, upbeat, positive, and always
has a smile on her face. She is always neatly and
impeccably dressed, which always gives the first
impression of being professional. It is always so
nice to see Daphne, with her positive energy and
uplifting and friendly smile, whether it is traveling
to the airport or coming home from an extremely
exhausting and long flight.
“I have requested that Daphne be my one and
only driver. I wish that she could be my driver
wherever I travel, as she is really the best driver
that I have ever encountered. She is a great asset
and a wonderful representative for your company.”
Core Values: Respect, Efficiency & Enthusiasm
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2015
11
CUSTOMER COMMENTS
Loretta DeMattos, Choral Assistant with Seminole High
School, expressed her gratitude to Sales Coordinator Erin
Leonhardt and Motor Coach Operator David Crawford:
A grateful customer praised Luxury Vehicle Chauffeur
Rick Keefer:
“David Crawford was wonderful. Because he knew us he was
right with us on everything we did. He was very nice to the
students and parents. We will request him again in the future.
Thank you again for a great year!”
“I want to show my appreciation and gratitude to Rick Keefer
who provided excellent transportation. He always arrived
early, and was very courteous. Mr. Keefer reflects the utmost
professionalism. I would hope to have him as my driver again
and would recommend him to others!”
Core Values: Respect & Enthusiasm
Core Values: Enthusiasm & Respect
Evelyn Laxgang, President, Laxgang Consulting Inc., commended
the service provided by Hello! Arizona Account Executive
Brianna Moody and Account Manager Holly Stephens:
Luxury Vehicle Chauffeur Rolando Almeida made a great
impression on this customer:
“Thank you for the excellent service provided for the Gore
Creek Family University. Your attention to detail, your staff and
all services were fantastic. The family loved the house boat
that I know you spent a lot of time locating. Holly was great to
work with too, and we appreciated your assigning her to this
program, as she was a perfect fit. I loved working with you and
so appreciated the total customer service provided to us.”
Core Values: Enthusiasm & Respect
Brandon Musso, Account Supervisor with Renegade
Communications, had great things to say about Hello! Florida
Account Executive Regina Brooks and Account Manager
Kate Connin:
“I want to tell you how fantastic your team was during the
past few weeks and months leading up to our event. With all
of the last-minute changes and decisions made on the fly, they
never hesitated and did it all with a smile, and the execution
and results were fantastic. We’ve gotten nothing but positive
feedback, and you have been an excellent partner throughout
this process. In particular, we all felt Kate did a superb job on
location as our point of contact. She kept us calm and stayed
professional and accommodating regardless of what was
being asked.”
Core Values: Respect & Enthusiasm
Hello! Florida Account Manager Nate Kalb and Luxury
Vehicle Chauffeur Paul Ondis received the appreciation of
Lisa Martin with SAP:
“Thank you for accommodating all of the new requests for
car service for [Head of Ecosystem and Channels SAP North
America] John Graham. He had a charter with Paul Ondis as
his driver. He was very complimentary of Paul.”
Core Value: Enthusiasm
An appreciative customer praised Luxury Vehicle Chauffeur
Brunel Theus:
“I wanted to let you know of the positive experience my son
and I had with Brunel Theus. We were very pleased with the
service we received. Mr. Theus was courteous, polite and
extremely professional. He very kindly offered us water, mints
and even provided Disney-themed stickers for my son. He
arrived promptly (even a bit early, which was appreciated)
and got us to our destination safely.
“I would most definitely use Mears Transportation again and
would tell anyone I know what a positive experience I had
with your company and with our chauffeur.”
Core Values: Respect, Efficiency, Safety & Enthusiasm
12
“I live in NY and was planning a trip to Orlando with my 2
grandchildren. I searched the internet for a service to take
me to my hotel so I wouldn’t have the hassle of waiting
on lines at car rentals and dealing with car seats. I found
your service that provided car seats (no additional charge)
which gave me peace of mind that the children would be
safe on the road. Rolando met us at the airport with my
grandchildren’s names on his sign as requested - they were
so surprised. Ronaldo was so helpful and polite - even talking
to the children about Orlando. I didn’t worry about anything
but watching the children. Once outside the car he loaded
the luggage and waited while I buckled the children then
checked to make sure they were secure. On the route he
pointed out and told us about the largest Ferris wheel in the
US, weather and small talk, making the ride go fast. When
we arrived at the hotel, Ronaldo unloaded the luggage
seamlessly and professionally. Because of my experience
with Ronaldo, I will always look for Mears service.
“But that wasn’t the end. Later that day I got a text that my
grandson had left his dragon (which he takes everywhere)
in the car and Rolando made arrangements to return it to
us. I WAS BLOWN AWAY! He not only represents your
company in a professional way, but is caring. He went above
and beyond to correct what could have ruined our vacation.
I have told my story to everyone I met in Orlando and
at home in the hopes that they will use your service. I
know I WILL NOT USE anyone else. Thank you for such
a great experience.”
Core Values: Respect, Integrity,
Safety, Efficiency & Enthusiasm
A customer sent her thanks to Luxury Vehicle Chauffeur
Ricardo Dusson:
“Ricardo was punctual, polite, and personable. My son (13
years old) and I felt very secure and comfortable having
Ricardo drive us from the airport and to Universal Studios
during our stay. I wouldn’t hesitate to refer friends, family, or
colleagues to use his services.”
Core Values: Enthusiasm, Efficiency, Safety & Respect
Yellow Cab Driver Suntu Ashiqur earned this compliment
from a happy guest:
“My recent taxi experience is one of the best I’ve ever had.
Suntu was absolutely wonderful! He was kind, professional,
and incredibly helpful. If only all taxi experiences were as
good as my trips with him. Please commend him on his
excellent service.”
Core Values: Respect & Enthusiasm
MEARS IN M OTION NEWSLETTER • July - August 2015
EXAMPLES OF
EXCELLENCE
Sales Coordinator Peggy Nance
and Luxury Vehicle Chauffeur
Angel Crespo earned this
compliment from Annie Barrett
with Edinburgh Management:
“Please pass on our thanks
to Angel, who was assigned
to the trip for our team participating in the IOA
Corporate 5K. Angel was the perfect driver for a
situation that called for a lot of patience. He was
gracious throughout torrential rains, traffic jams,
lots of waiting, six stubborn women who braved the
elements and the run and made it back to him damp
and lighthearted with all sorts of
needs. He kept a great attitude
and a smile all the time!
“Peggy, thanks for making the
right selection. On behalf of my
little team, please thank him for
us and tell him we will book him
again next April!”
Core Values: Respect & Enthusiasm
NEWSLETTER CREDITS
Published bimonthly through the
teamwork of:
Sunshine Baker, Hello! Destination Management
Chris Earl, Safety
Joy Fleming, Employment
Rosemary Gates, Sales
Shannon Gravitte, Gov’t & Community Relations
Rhonda Gregoire, Human Resources
Christy Hornbuckle, Hello! Florida Hollywood
Heather Husom, Hello! Arizona
Julie James, Training & Development
Kraige Jean, Motor Coach Operations
Danielle Kambic, Hello! Washington D.C.
Greg Kaul, Hello! Texas
Colleen Gorman, Hello! Florida Orlando
Lynn Pool, Training & Development
David Taitano, Taxi Training
Jim Ungvary, Human Resources
Melissa Zorko, Hello! Las Vegas
Layout & Design by Stephanie Cruz