May - June 2012 Volume 16 Issue 3

May - June 2012
Volume 16 Issue 3
EMPLOYEE NEWS
WELCOME ABOARD
25 YEARS
Please join in welcoming Megan DeCarlo as Hello Florida! Sales
Coordinator in Orlando. Megan comes to us from UCF’s Rosen
College and received great recommendations. She previously
worked at The Peabody in Orlando as a Lead Meeting Concierge.
She is also one of the founders of Whitney Lee DeCarlo Foundation, where she planned and executed successful charity dinner
events. We look forward to Megan’s successes at Hello Florida!
Lisa Dishman has joined our Orlando Hello Florida! team as an
Account Manager. Her extensive background includes event
management roles with the Charlotte Convention Center, Orlando
Regional Chamber of Commerce, Central Florida Hotel & Lodging
Association and Walt Disney World Resort. Lisa’s obvious talent,
industry knowledge and strong relationships will be great assets in
her new position.
Ken Bartels
Taxi Deadline Mechanic
20 YEARS
Hello Florida!’s Orlando office welcomes Account Manager
Dave Rick. With more than fourteen years of industry experience,
Dave has marketed and managed events of all sizes in various
regions, including Indianapolis and Central Florida. He has a
proven track record of successful programs, from the creation
phase all the way through post-analysis. We look forward to his
many contributions.
e welcome Michelle Wilkie to the role of Hello Florida!
W
Account Manager in south Florida. A graduate of Florida State
University, Michelle comes to us with prior experience as
Director of Marketing/Convention Coordinator with the National
Fastpitch Coaches Association (NFCA). In that role she assisted the
Executive Director in planning and executing the NFCA National
Convention each year. Michelle’s skills with on-site management
and logistics are excellent preparation for success on our fast
paced and dedicated operations team.
James Ash
Taxi Radio Dispatch Operator
15 YEARS
ON THE MOVE
Please join in congratulating Annette Dedeaux on her
promotion to Customer Service Supervisor. Annette started
with us six years ago in Operations as a Dispatcher. She then
transferred to Special Accounts, where she has been an acting
Supervisor for quite some time, overseeing the graveyard shift
and managing the new Mears Global accounts. Annette’s
enthusiasm and dedication have earned her this new role.
Gianfranco Brancucci recently joined the MDS Customer
Service Transportation Coordination team. Franco speaks
three languages, which will help to expand our communication options with guests. Since joining us in August of
2011 as a Shuttle Van Driver, he has served thousands of
guests and consistently demonstrates the ability to go
above and beyond to meet customer expectations. In his
new role he will be a liaison between our guests and their
transportation needs at the various attractions we service, also substituting
as a shuttle driver when needed.
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MEARS IN MOTION NEWSLETTER • May - June 2012
Mark Miller
Motor Coach Operator
Alan Taylor
Motor Coach Operator
BIRTH ANNOUNCEMENT
City Cab Dispatch Coordinator
Andrea Patino and James
Arevalo welcomed a baby boy
on February 7. Jacob Arevalo
weighed 8 lbs. and measured
19 3/4 inches. Congratulations
to mom, dad and big brother
Aaron.
EMPLOYEE NEWS
10 YEARS
Kerri Ludwig-Kriner
Transportation Sales & Operations
Manager
Michael Mears
Field Staffer
Shannon Orme
HF! Senior Account Executive
Albert Wells
Motor Coach Operator
5 YEARS
Edwin Acosta
Motor Coach Tire
Mechanic
Patrick Albery
Shuttle Van Driver
Elsa Benites
CCC Customer
Service Agent
Clarence Blanco
Motor Coach
Operator
Donald Cole
Motor Coach
Operator
Larry Conklin
Motor Coach
Operator
Donald Edwards
MDS Porter
Betsy Figueroa
Motor Coach
Operator
Alberto Gallardo
Motor Coach
Operator
Neil Goss
Motor Coach
Operator
Matthew Hammons
CCC Service
Mechanic
William Kanack
Motor Coach
Operator
Abdelhadi Lakhal
Motor Coach
Operator
Clark Lampman
Taxi Starter
Gary McCreary
Motor Coach Operator
Nicholas Marshall
PC LAN Technician
Rafael Malave Munoz
Motor Coach Operator
Darrell Myles
Motor Coach Operator
Henderson Ribeiro
Motor Coach Operator
John Sturniolo
Motor Coach Operator
1 YEAR
Claudia Alvarez, HF!
John Andrews, MDS
Nancy Armenta, MDS
Brittany Baugh, HF!
Preston Beard, MDS
Claudia Bishop, MDS
Rocky Chiofar, MDS
Lida Clark, HF!
Lucianna Cruz, MDS
Nicole Davis, MDS
Krista England, HLV!
Joyce Gray, MDS
Japhet Irizarry, MDS
Joseph Jackowski, MDS
Juana Martinez, MDS
Cristina Melendez, MDS
Kevin Mohamed, MDS
Raoul Perreira, MDS
Andre Richardson, MDS
Wilfredo Rosario, CCC
Kimberly Shaw, MDS
Roger Van Dyk, MDS
Matthew Vaughn, MDS
Lionel Wells, MDS
M E A R S I N M OT I O N N E W S L E T T E R • May - June 2012
3
COMPANY NEWS
Career Gateways Now Accepting Online Applications
With our strong commitment to going green, our HR and IT teams have worked closely together to create
an online Application Tracking System (ATS) for the Mears and Hello USA! companies. After many meetings, much analysis, careful evaluation and successful implementation, we went to a completely paperless
application process in January of 2012.
Starting in November of 2011, members of the HR team worked with Managers in all three companies and
IT personnel on multiple tasks to bring the online ATS live. These included updating job descriptions and
applications, building pre-screener questionnaires, completing complex spreadsheets and other customizations. Along with our efforts to help the environment, reduce paper consumption and make our recruiting and hiring process more efficient, our focus was to give external applicants and internal candidates the
opportunity to apply within the comfort of their own homes. For those candidates who do not have access
to a computer, kiosks with desktop computers were built and installed in the M3, M8 and Motor Coach
Operations buildings.
Advertisements and online job boards have been amended to give links directly to our new Career
Gateways, which were designed to showcase our Independent Contractor and Employee job opportunities. Realizing the diversity of potential applicants who will use our online application system, we focused
on designs, questions and an overall process that would be user-friendly to all.
Here’s how the new online hiring process works:
Applicants go directly to the Mears and/or Hello! websites and select the Careers tab. From there,
they can select from Independent Contractor or Employee positions and choose from the list of job
opportunities available. The next screen shows the selected job description, followed by pre-screening questions to let the applicant know whether or not s/he is eligible to proceed. Those who meet
the minimum requirements are moved forward to the job application section. After completing the
application and background waiver, applicants receive an auto response thanking them and advising them that their application is now under consideration.
Immediately the electronic application is forwarded to the designated Manager or Supervisor (a.k.a. “Hiring Manager”) for review. Once the Hiring Manager
completes an initial review of the application, he or she can contact the candidate to set up a formal interview. After a successful interview, the manager then
clicks a button which forwards the candidate’s information via email to the Mears Compliance Specialist who runs the appropriate background investigations.
Once the background checks are complete, the Hiring Manager receives an email indicating whether or not the candidate is eligible for hire. After the Hiring
Manager makes an offer of employment, s/he selects “Hired” in the online system, which sends an electronic notice to HR to place that individual in the next
orientation class. At the same time, the candidate’s information is forwarded automatically into our payroll system or the AS400 database.
Because this is all done electronically, without using any paper, making extra copies or running the risk of misfiling documents, we have already seen a significant
reduction in paper consumption, work hours and costs. The acceptance and processing of employee and independent contractor applications is now faster and more
efficient. Recently our Employment Placement Specialist Joy Fleming stated, “I can’t imagine how we processed nearly 1,000 applicants each month before this
electronic tool.”
Within the first month of going live with the online applications process, Mears Destination Services and City Cab Company together received more than 1,000
applications. Then, in late February, the Hello USA! system was introduced, and to date we have received more than 4,000 applications from potential candidates
interested in working for Mears Transportation Group and Hello USA!
EXAMPLE OF EXCELLENCE
Motor Coach Operator Joe Gatlin has served thousands of customers during his tenure with Mears. Recently, our “Mystery Shoppers” observed him aboard
Disney’s Magical Express (DME). Congratulations to Joe for earning a Perfect Shopper Report and courtesy award! Here’s what the shopper had to say about his
great service:
“Joe was standing at the door as guests boarded, chatting with everyone and was very friendly. The coach was very nice and clean. When Joe boarded, he said,
‘Welcome on board Disney’s Magical Express.’ He gave information about the stops, asked who was going to which resort by a show of hands and made sure
he hadn’t missed anyone. He then said, ‘Hello again. Welcome aboard Disney’s Magical Express. Is everyone excited? My name is Joe. Our co-pilot is Pooh
Bear. He doesn’t drive much. He just makes the kids happy.’ Joe stated how long the trip took, explained the video, informed guests about the restroom in the
back of the coach, and said to let him know if there were any questions. Joe was very personable and engaged the guests in front in a little conversation. As we
were exiting, he answered a couple of their questions. He put the front shade screens up so the kids could see the Disney property entrance. At the resort he
announced, ‘Saratoga Springs Resort! Please be extra careful coming down the steps and have a great vacation. Make sure you check for your personal belongings. Thank you for using
Disney’s Magical Express today.’ He went out of his way to make everyone feel good about being at Disney.”
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MEARS IN MOTION NEWSLETTER • May - June 2012
COMPANY NEWS
Here’s to Your Health
As part of our ongoing Personal Wellness
initiatives, look for this new “Here’s to Your
Health” column in upcoming issues of Mears
in Motion. Each article will address a topic
related to personal health, fitness and wellness. This month’s subject: Strength Training.
Add Resistance for a Well-Rounded Workout
Strength training is an important part of a healthy
exercise program. It provides stress to the muscles,
making them stronger over time. But that doesn’t
mean you have to reach for the heavy barbells. You
can improve your strength with just two or three
20- to 30-minute sessions a week without expensive
equipment. For example:
•Use your own body weight. Do push-ups, pull-ups, abdominal crunches, and leg squats.
•Fill a plastic bottle with water or sand to make a hand-held weight.
•Try resistance bands or tubes, which are inexpensive and easy to find.
Pirates Love Pizza
Hello Florida! helped the Papa
John’s corporation with another
successful OPCON meeting
recently. Pictured here with
founder “Papa” John Schnatter is
Account Executive Alison Davis,
Creative Services Manager
Holly Steinebronn and Account
Manager Brittany Willis. Still in
costume, John had just finished
his part in the group’s General Session
opening entertainment. Obviously, this
year’s event included a pirate theme!
A regular strength-training program can help you
replace the muscle mass that everybody loses with
age. Other benefits include:
•Making bones stronger and reducing your risk of osteoporosis
•Helping your body burn calories better, which
helps you lose weight
•Improving your balance, to protect you from
falls
•Easing symptoms from some chronic conditions
like arthritis, back pain, depression, and diabetes
•Giving you more energy
It’s always a good idea to talk to your doctor before beginning an exercise program, especially if you
have any health conditions. Begin slowly and increase weight and repetitions gradually.
Source: Healthy Living, American Cancer Society
M E A R S I N M OT I O N N E W S L E T T E R • May - June 2012
5
LOCAL NEWS
KUDOS
Hello Florida! Account Manager Danielle Guido
and Field Staffer Evelyn Naugle send KUDOS to
Motor Coach Operator John Sturniolo:
Client Service Manager Jose Berrayarza sends
KUDOS to Luxury Vehicle Chauffeur
Gregely Wilson:
“I had a group that brought a bag lunch on
the coach with them. When they arrived at the
destination and unloaded, there were crushed
potato chips all over the coach. With no broom
and only a few sheets of paper towel, John got
underneath all the seats and cleaned up the mess
so the coach would be clean when the group
got back on and ready for his next transfer of the
day (which happened to be a church group that
specifically requested a clean coach). Thank you
John!”
“I would like to recognize a job well done.
While at the Dolphin I noticed Greg waiting for
his clients outside of his vehicle. I engaged in
conversation with him until his guests arrived. I
was eager to meet them because he stated to me
that they really enjoyed his service and they requested him throughout their stay in Orlando. As
Rod and Sharon Wright approached Greg they
were all smiles from ear to ear. Greg cordially
introduced me to them, and they did not hesitate
to tell me how pleased they were to have him
as their Chauffeur. They asked me to relay their
sincere appreciation and admiration for such an
impeccable and professional driver.”
Core Values: Efficiency & Enthusiasm
Hello Florida! Director of Creative Services
C. Aaron Sayre sends KUDOS to Account
Manager Michele Caruvana:
“In my 6 1/2 years with this organization I don’t
recall ever being as impressed with someone in
the field as I was with Michele. Thorough and
detail-oriented doesn’t even scratch the surface
how she handled one of our largest and logistically complicated programs. I don’t know if she
got any sleep over the 4 days but it never slowed
her down or changed her positive attitude.
Core Values: Respect & Enthusiasm
Client Service Manager Karren Umstead sends
sends these KUDOS to Motor Coach Operations
MOD Patricia Garner and DME Dispatchers
Jennifer McCray and Jay Del-Gado for their work
on the Disney Marathon:
Core Values: Enthusiasm & Efficiency
“A pat-on-the-back is deserved for these three.
Patricia went beyond expectations in making sure
that DME drivers had maps and signage. This
insured that all drivers (DME, DCL and Backup)
knew about the Marathon and had working
knowledge of the plan. She was very helpful in
making sure that I had a backup coach, and she
took the initiative to bring Randolph Peterson in
later so that I had coverage. KUDOS for a job
well done.
MDS Customer Service Supervisor Cher Brutus
sends KUDOS to Motor Coach Operations
MOD Frank Minaglia, Motor Coach Operators
Oscar Delvalle, Rick Just and Gerald Reigle
and Luxury SUV Chauffeur Leon Eason:
“Jennifer had not done Marathon before, and she
was fantastic! She listened to my advice as we
talked each morning about routes and the timeline when roads would be closed. She was on the
money, and DME went very smoothly on Sunday.
I cannot say enough about how helpful this was.
“We pulled off what INCOMM is saying was their
best program to date and it would not have been
that without Michele’s tireless effort. Our clients
will be the first to attest to that as well; they
absolutely loved her.”
“Kudos to Frank for his role in organizing
pop-up coaches for British Airways’ distressed
passengers. I received the call from British
Airways requesting assistance within an hour to
transport 300 passengers to Miami Airport. This
task seemed virtually impossible, but somehow
Frank worked his magic and was able to arrange
3 coaches to be staged at OIA at the requested
time. I want Frank to be recognized for his
exemplary service and assistance in this matter.
I also want to thank Oscar, Rick, Gerald and
Leon for safely transporting the guests in a timely
manner.”
Core Values: Safety, Efficiency & Enthusiasm
“Please also send a job well done to Jay; we
talked often and he was very efficient.”
Core Values: Efficiency, Enthusiasm & Safety
Director of Client Services Lee Bradley writes
KUDOS to Hello Florida! Director of Operations
Kathy Turns and her team:
“I appreciate all your efforts over the weekend.
By covering the motor coach moves that were
critical, you and your team actually enabled the
Client Service team to exceed all expectations
at our contract resorts. You have most assuredly
raised the bar, and set the example of what
teamwork can and should be. Please pass along
my sincere thanks to your team.”
Core Values: Efficiency & Enthusiasm
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MEARS IN MOTION NEWSLETTER • May - June 2012
Days Inn Kissimmee Airport (computer code #1424) is now
Budgetel Inn
4104 W. Vine Street, Kissimmee, FL 34741
407-846-4714
Shuttle Zone 4; Luxury Vehicle Zone 134; Taxi Zone 364
Kissimmee Inn (computer code #1338) is now
Comfort Inn Kissimmee
5196 Irlo Bronson Hwy., Kissimmee, FL 34746
407-787-3555
Shuttle Zone 4; Luxury Vehicle Zone 143; Taxi Zone 360
Orlando Airport Hotel (computer code #121) is now
DoubleTree Orlando Airport Hotel
5555 Hazeltine National Drive, Orlando, FL 32812
407-856-0100
Shuttle Zone 1; Luxury Vehicle Zone 303; Taxi Zone 720
Days Inn Maingate East (computer code #1375) is now
Maingate Inn
5840 W. Hwy. 192, Kissimmee, FL 34746
407-396-7969
Shuttle Zone 4; Luxury Vehicle Zone 143; Taxi Zone 360
Ramada Reedy Creek (computer code 1276) is now
Orlando Courtyard Suites
2950 Reedy Creek Boulevard, Kissimmee, FL 34747
407-465-0234
Shuttle Zone 4; Luxury Vehicle Zone 162; Taxi Zone 354
Super 8 Lakeside Main Gate (computer code #1307) is now
Star Motel
4880 W. Hwy. 192, Kissimmee, FL 34746
407-396-1144
Shuttle Zone 4; Luxury Vehicle Zone 133; Taxi Zone 360
The Orlando Inn (computer code #730) is now
Super 8 Orlando
5900 American Way, Orlando, FL 32819
407-212-3087
Shuttle Zone 3; Luxury Vehicle Zone 130; Taxi Zone 28
The Radisson World Gate (computer code #1244) is now
WorldGate Resort
3011 Maingate Lane, Kissimmee, FL 34747
407-396-1400
Shuttle Zone 4; Luxury Vehicle Zone 162; Taxi Zone 354
The Sheraton Safari (computer code #1078) is now
Sheraton Lake Buena Vista Resort
12205 Apopka Vineland Road, Orlando, FL 32836
407-239-0444
Shuttle Zone 4; Luxury Vehicle Zone 141; Taxi Zone 402
The Travelodge Orlando (computer code #767) has reopened.
7200 International Drive, Orlando, FL 32819
407-313-1100
Shuttle Zone 3; Luxury Vehicle Zone 130; Taxi Zone 28
MORE NEWS
Spotlight on Safety
Speeding Can Be Deadly
Now that warmer weather is here, professional drivers can
anticipate a higher volume of traffic along their daily routes as
spring and summer bring more people back out on the road.
Younger, less experienced drivers come out in larger numbers
than in winter when school kept them inside all day. An increase
in the number of work zones creates crowded conditions, often
with long delays thrown into the mix. What doesn’t change
with the seasons is the continued role speeding plays in traffic
accidents, with speed-related crashes a factor in approximately
one-third of traffic deaths every year.
Speeding is a form of aggressive driving. In a new report,
“Survey of the States: Speeding and Aggressive Driving,”
published by the Governors Highway Safety Association
(GHSA), all 50 states were surveyed about their efforts to control
this dangerous problem. One survey result showed that there
has been little improvement in state laws over the past 7 years
to curb our nation’s need for speed. A major challenge is the
general public’s attitude toward speeding. A stunning 78% of
the GHSA survey respondents cited “public indifference to
speeding” as one of the largest obstacles to addressing the
problem.
Attention Full Time Employees Covered Under Cigna Group Health Insurance
Welcome to CIGNA! Effective April 1, 2012, you now have access
to many Lifestyle Management Programs and Wellness Initiatives.
For easy access to all information about your CIGNA coverage and
programs, log in to www.mycigna.com. Here you can search for a
doctor, use tools and resources to manage your health and health care
expenses, and review claims information. You can also print temporary
ID cards and request new ID cards.
Cigna offers programs for tobacco cessation, weight management and
stress management that engage you via phone and online interaction.
They also offer a Healthy Pregnancies & Healthy Babies program. And
did you know that Cigna has a 24-hour health information phone line
staffed by registered nurses? Just call Customer Service at the phone
number on the back of your Cigna ID card.
Watch for these events coming soon:
• Walking Challenge – Just walk 10,000 steps a day
• Biometric Screenings
• Health Risk Assessment Completion Incentives
• Wellness Fair
• Lunch and Learn Programs
So, with the public not seeming to grasp the tragic consequences
that speeding can bring, it’s up to the professionals on the road
to set the example. Whenever you are driving, keep your head
and your wits about you, watch your following distance, don’t
let other drivers’ bad behavior affect your safe driving, and slow
down - for safety’s sake!
Excerpted from March 2012 Lancer Insurance Company “Driver Safety Bulletin”
You Can Help the Environment
99% of the total material flow in the US becomes garbage within 6 months. That’s a lot of waste! Non-recyclable materials are sent to either a landfill
or incinerators, where they release carbon emissions that have a negative impact on the environment. Landfilled garbage also takes up limited space
on the earth and produces other side effects.
By sending garbage to TerraCycle, the waste is not landfilled or incinerated. Instead, new products are made with the collected garbage, reducing the
need to extract new materials from the planet and subsequent environmental impact.
TerraCycle’s goal is to help eliminate waste by creating collection and solution programs for all kinds of typically non-recyclable waste, such as
candy wrappers and pens. To do this, TerraCycle has created waste collection programs called “brigades.” Each brigade consists of volunteers who
collect and ship specific items to TerraCycle, where they are turned into new products ranging from park benches to backpacks.
Mears is currently a member of TerraCycle’s Tape Dispenser / Core brigade and Grooming / Beauty Supplies brigade (which collects items such as
empty shampoo bottles, lipstick cases and mascara tubes). The collected items are shipped to TerraCycle prepaid, at no cost to us.
For more information about our mission to “Grow Greener” or to volunteer as your building’s Collection Captain, contact Julie James in the Mears
Training Department at 407-254-0656, or Shannon Gravitte at Hello Florida! at 407-425-5300.
Visit www.TerraCycle.net for more details.
M E A R S I N M OT I O N N E W S L E T T E R • May - June 2012
7
CUSTOMER COMMENTS
EXAMPLES OF EXCELLENCE
Motor Coach Operator Jeanne
Pagliocca received this letter of
appreciation from Buddy Dyer,
Mayor of the City of Orlando:
“Thank you so much for driving
us around for my Talks and Tours
event about our Main Street Program. You are an exceptional representative for Mears
Transportation. You did an excellent job maneuvering
the bus through some tight spaces through College
Park, Ivanhoe Village and Audubon Park. Your personality and hospitality contributed to the success of our
tour. Again, thank you and I hope to have another
opportunity to work with you.”
Core Values: Safety, Respect and Enthusiasm
A happy customer had great
things to say about Luxury
Vehicle Chauffeur Paul Aaron:
“I am writing in regards to the
excellent service I received from
Mr. Paul Aaron. I had the pleasure of riding with him from the
airport to my destination right outside of downtown
Orlando. He welcomed me with a smile in the baggage area, wearing a cleanly pressed suit and tie. He
initiated conversation as he assisted with carrying my
bags and placing them into the vehicle. He opened
the car door for me to get in and closed it after I was
in the seat; he did so again after we arrived at the
destination. He offered me a cold water bottle, asked
if the vehicle temperature was suitable and inquired
about the music station I preferred.
“Mr. Aaron took the time to point out landmarks,
upcoming attractions and additional information
about the history of the city. I was extremely impressed with all aspects of the service from Mears
Global and would recommend the company,
specifically Mr. Aaron, to all of my family, friends
and business associates.”
Core Values: Respect, Enthusiasm & Efficiency
Checker Cab Driver John Poprik
received these words of
appreciation:
“A customer called to say that
John’s cab picked her up and his
service was remarkable. He was
very polite and helpful. She said
that she is disabled and he assisted her in and out of
the cab and was exceptional.”
Core Values: Respect, Safety & Enthusiasm
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MEARS IN MOTION NEWSLETTER • May - June 2012
Sales Coordinator Teneisha Nance and Motor
Coach Operator Dan Smith received these words of
gratitude:
Megan Casey, Senior Event Planner with Visit
Orlando® praised Luxury Van Chauffeur Hector
“Ricardo” Medina:
“The trip went off without a hitch! Dan, our driver,
was awesome. Great attitude with a bunch of kids.
He was very helpful. Let the powers that be know
how happy we were with him. Thanks for all of your
help!”
“I wanted to let you know that the group is raving
about the driver! Another home run from your
group!”
Core Value: Enthusiasm
“I received this note from Visit Orlando regarding
Ricardo Medina, who drove a VIP group during a
familiarization tour. I would also like to add my
thanks and appreciation to him for another job
well done.”
Hello Arizona! Account Manager Sarah Kernen
earned this compliment recently from Angie Lopez
with Circle K Stores:
“I just finished the survey and, deservedly so, my
ratings are very high. Truly, you are really wonderful!
I thank you for your most awesome customer service
and hope you stay with Hello Arizona! for many
years to come. I will definitely go back to you with
any transportation needs I may have in the future.”
Core Values: Enthusiasm & Efficiency
Luxury Vehicle Chauffeur Abidally “Bo” Azeez
made a great impression on Mal Tucker with
Prudential Coastal Properties:
“We used your company to take my family from
Disney World to Universal and return. Our driver
was Bo. We have used other private transport companies in the past, but I have never had anyone of
Bo’s quality drive us. Not only did he communicate
effectively about pick-up and drop- off times, he was
punctual, had a great personality, was knowledgeable about Universal and has a great sense of humor.
His vehicle was extremely clean and comfortable.
I am copying our travel agent on this memo so she
can recommend him on her future bookings. You are
fortunate to have such a great person on your team.”
Core Values: Respect, Efficiency & Enthusiasm
City Cab Operations Manager Brian Roy passed
along a satisfied customer’s compliments for Yellow
Cab Drivers Alcides Beauchamp and Lester Suckow:
Sales Manager Linda Schwarz adds:
Core Values: Respect & Enthusiasm
Hello Florida! Account Executive Lorraine Hunter
and Account Manager Danielle Bennett received a
five-star review from Jasmine Cargioli, Senior
Corporate Events Planner:
“Thank you both again for a fantastic program.
Your attention to detail and responsiveness really
contributed to the success of the program. Having
worked with many DMCs in my career, I can tell you
that working with two individuals as detailed and
dedicated as both of you is a rarity. I appreciate
the countless hours that you both spent on this
program, your flexibility and your willingness to
always provide us with options and solutions to our
ever-changing requests. We received a ton of positive
feedback on the Kick-Off Event, Partner Appreciation Night and Harry Potter. Our team really enjoyed
working with you!”
Lorraine adds:
“It was a very stressful week with continuous
challenges, but Danielle was FANTASTIC through it
all. She really is amazing and even with the added
pressure of J&J at Shingle Creek, she toughed it out
and did it with a smile. Not only am I extremely
lucky to have her on my team, but our company is
as well. She is a true rock star!”
Core Values: Respect, Efficiency & Enthusiasm
“Victoria Raye said that she received GREAT service.
Both of these gentlemen were prompt, polite and
drove very carefully. She hired the cab to deliver her
82-year-old father to and from his destination, and
both the gentleman and his daughter had nothing
but good things to say. She wanted to make it known
that they helped her father in and out of the car and
were excellent with him.”
Amy Boyson, Community Affairs Manager with
Waste Management, complimented Sales Coordinator Erin Leonhardt and Shuttle Van Drivers Fresnel
Dorce and Stephen Smith:
Core Values: Respect, Safety & Enthusiasm
Core Value: Enthusiasm
“Thank you. The drivers you sent for this tour were
fantastic! If we do tours in the future I will contact
you and we will request the same drivers.”
CUSTOMER COMMENTS
Alex Martins, CEO for the Orlando Magic
appreciated the services of Luxury Vehicle Chauffeur Glen Williams and Sales Coordinator Teneisha
Nance. Mr. Martins’ Executive Assistant sent this
note of thanks:
“Just wanted to let you know what a great asset
you have in Teneisha; she was amazing throughout
the whole process and helped us take great care of
Alex’s VIPs. Also, I must tell you that Alex’s driver was
awesome, so much so that Alex wants to always use
Glen whenever he needs to reserve a car in town.
Thanks for all your support!”
Core Values: Respect, Enthusiasm & Efficiency
Joe Horn with Ernst & Young had this to say about
Hello Florida! Field Staffer Terry Gwinn and
Program Manager Trish Kanner:
“Our firm used motor coaches to transport
thousands of employees in Orlando for the new
manager training held at the Orlando World Center
Marriott. I left my wallet on one of the coaches and
only realized it when I arrived at airport security.
When I returned to the coach drop-off location, I
notified Terry of this issue, and he did everything in
his power and used all available resources to locate
my wallet. He handled the issue with professionalism
and displayed exceptional customer service. I am
very grateful to have received assistance from him.
If not for Terry, I might still be stranded in Orlando
tonight without a wallet or any form of identification.
“Throughout the search for my wallet, I also received
regular telephone status updates from Trish. She did
an outstanding job in notifying all of the drivers and
keeping me up to date in a timely manner. I wanted
to recognize the great leadership and hard work
these two people displayed.”
Core Values: Respect, Enthusiasm, Integrity
& Efficiency
Lead Guest Services Representative Toni Goode
provided great service to Michele Jacobson, Senior
Meeting Planner with Altria Client Services Inc.:
“Toni was extremely kind and helpful to me when
I was planning my outing to Epcot. She got me the
right discounted ticket and also made sure that I got
into the right vehicle that already had the parking
pass so I wasn’t charged for parking at Epcot (which
happened the last time I went there from another
hotel). She has a very satisfied customer and she did
a wonderful job representing her company and the
Peabody.”
Core Values: Enthusiasm & Respect
Winter Park Cab Driver Jamel McCalla received
these words of thanks:
“Susan called to compliment Jamel. She stated she
has used cabs frequently and felt the need to call
back in, stating that the driver was ‘extremely polite
and professional.’ She said it was such a pleasure
being transported by Jamel.”
Core Values: Respect & Enthusiasm
Eduarda M. Costa, Event Coordinator with Lombard
Canada commended the exemplary service of Hello
Arizona! Account Manager Rachel Bell:
“Thank you again for all your hard work with our
Northbridge group. You absolutely went above and
beyond and I appreciate how seamlessly the events
and activities flowed, even on the most hectic days.
Thank you for your understanding and patience in
handling the many, many requests that we made for
last-minute changes. You were completely organized
at all times and I had the utmost confidence that no
matter what, our activities would go off without a
hitch. Our clients had a wonderful time, as did our
employees. We couldn’t have pulled this off so
successfully without you.”
Core Values: Efficiency & Enthusiasm
EXAMPLES OF EXCELLENCE
David R. Ball, Director of
Convention Center Operations at the Caribe Royale
sent this letter about Sales
Coordinator Teneisha Nance
and Limousine Chauffeur
Ralph Roberts:
“Teneisha was a pleasure to
work with and left no detail
unturned! Her follow-up was
second to none. Ralph was
a gentleman; courteous and
attentive. I wish I could have
him drive me to work every
day. I had left a special glass tumbler in his limo.
Teneisha tracked him down for me, and Ralph
called me to say he’d found my tumbler. He
really went above and beyond by dropping it off
at the hotel, instead of having me drive down to
your offices. Thank you again, and kudos to ‘T’
and Ralph!”
Core Values: Respect, Enthusiasm & Integrity
Devin Hernandez, Meetings and Travel Manager
with iMortgage, was very pleased with the service
provided by Hello Arizona! Account Executive Katie
Titcomb and Account Manager Rachel Schaefer:
“I wanted to share with you the results of our event.
The employees are all still talking about what an
amazing night it was. Here are some items I read in
their comments:
• Everybody was so helpful and courteous.
• It could not have been better. Everything was
perfect; there is no area I would give suggestions on how to make better. It was primo.
• Staff was excellent. They were there right on
time.
• I was thankful we did not have a long wait for
the shuttle. The staff was extremely friendly.
• This was such a nice touch! Really impressive
and appreciated!
• They were so friendly and made you feel
welcomed!
“Thank you so much for a wonderful event!”
Core Values: Respect, Efficiency & Enthusiasm
Gregory Gill, Guest Services
Manager with Disney’s
Magical Express recently
complimented the quickthinking of Disney’s Magical
Express Coordinator / Lead
(Relief) Kendra Lewis at OIA:
“I’d like to make you aware of some quick and
heroic actions by Kendra. On Tuesday evening
an elderly man with a cane and small wheeled
bag was using the escalator near the Mears/
DME podium. As this man approached the
bottom of the escalator his cane became stuck,
causing him to lose his footing and drop his
bag. Unfortunately, the escalator was full of
other people which instantly caused a very
dangerous situation at the bottom. Kendra saw
what had happened and responded at the
speed of light, going to the escalator emergency
stop button and stopping the escalator motor.
Her quick action prevented what would have
been several injured people. Instead, no one
was hurt and the elderly man gathered his
belongings and was able to continue on his
way. Please extend our thanks to Kendra for her
heroic actions. She is a great asset to Mears.”
Core Values: Safety, Integrity & Efficiency
M E A R S I N M OT I O N N E W S L E T T E R • May - June 2012
9
CUSTOMER COMMENTS
Sales Coordinator Lisa Wilson and Motor Coach
Operator Marcela DeMarquez received the
appreciation of Jill Stevens with Zoological
Operations, SeaWorld Parks & Entertainment:
“The motor coach trip to Tampa was very
comfortable for everyone and Marcela was so
accommodating. We appreciate all your help and
will certainly keep Mears in mind for future
planning.”
Core Value: Enthusiasm
MDS Customer Service Supervisor Cher Brutus was
commended by a grateful customer:
“I am writing to compliment an employee for an
amazing act of kindness she did for me. Cher
deserves recognition for going above and beyond
her job description! My family and I were visiting
Disney and as we were boarding the plane to return
home, I realized that I had lost my Blackberry cell
phone. I was devastated, for as you know, these
devices become an important part of our life
containing a lot of important information! I was sure
it was gone for good and there was nothing I could
do. A few days after returning home, I received a
phone call from Cher saying that they had found my
phone! I couldn’t believe it - Cher offered to send it
to me and asked what would work best for me. My
mom was still at The Dolphin resort and Cher offered
to have a driver to drop it off.
“I am extremely appreciative; in today’s world this
honesty rarely happens. ‘Honest, dedicated, followthrough, great customer service and extremely kind’
are words I would use to describe Cher! I hope she
can be recognized for making a Disney customer
extremely happy! Thank you for your time and your
awesome employee!”
Core Values: Integrity & Enthusiasm
Brian Casey, Director of Bands at Brazoswood High
School expressed his gratitude to Sales Coordinator
Peggy Nance and the Motor Coach Operations
team:
“Many thanks to you, the Mears staff and the drivers
for a great experience in Orlando! Everything was
perfect! We had a couple of miscalculations on our
end, and your company responded quickly and
courteously to adjust things as necessary. Many
thanks as well for going the extra mile to make sure
that phones and wallets got back to our teenagers.
Perhaps we need to duct tape them onto the kids
next time. Again, thanks for everything.”
Core Values: Respect, Integrity, Efficiency
& Enthusiasm
Luxury Vehicle Chauffeur Ricardo Rodriguez
received the appreciation of Matt Moody, Account
Executive with Bulk TV & Internet:
“I was in Orlando for a trade show and used Mears
Transportation extensively. I was very impressed by
the professionalism of the drivers and cleanliness/
condition of the vehicles. In particular I would like
to let you know how impressed I was with Ricardo
Rodriguez, whose service I used several times over
the course of the week. He was always prompt in
picking me up, went out of his way to help however
he could, and was a pleasure to deal with. I will
definitely keep his number for my next trip to
Orlando. Please keep up the good work.”
Core Values: Respect, Efficiency & Enthusiasm
Sales Coordinator Erin Leonhardt and Motor Coach
Operators Richard Czaya, Kenneth Fischer and John
Sturniolo received these words of thanks:
“Thank you for the wonderful service that you
provided to Citywide Outreach Ministry. All of your
drivers were very courteous and pleasant and it was
a pleasure to meet them.”
Core Values: Respect & Enthusiasm
Sandy Sandago, Head Trainer at University of South
Carolina Upstate, appreciated the service provided
by MDS Sales Coordinator Janie Bascom and Motor
Coach Operator Sam Knechel:
“Janie, everything went well. Sam was polite,
professional and had our team’s safety in the
forefront. We look forward to utilizing you for our
transportation needs next year on our trip to
Orlando and would like to ask that Sam be assigned
to our group again.”
Core Values: Safety & Respect
Susan Poweski with Ultimate Software appreciated
the service that her group received from Sales
Manager Ortancis Gaines and the Luxury Vehicle
team:
“I think everything worked out perfectly for arrivals
and departures! I received good feedback that
everyone found the ground transportation process
easy and flawless. They were also very complimentary
about the cleanliness of the cars and the friendliness
of the drivers. Thanks for your efforts and for dealing
with my endless questions/emails.”
Core Values: Respect & Enthusiasm
MDS Sales Coordinator Janie Bascom and Motor
Coach Operator Gustavo Vallejo received the
appreciation of Chrissa Rehm, OCPS Choral
Chairperson and Choral Director, Chain Of Lakes
Middle School:
“I had the best experience with our driver, Gustavo
and Mears! Gustavo was so friendly, so efficient,
and so great to work with! The coach was clean,
cool, and comfortable! And I so appreciate your
customer service, e-mail responsiveness, and
efficiency! THANK YOU!”
Core Values: Respect, Efficiency & Enthusiasm
Janice Reindl, Walt Disney World Convention
Services Manager, was pleased with the service her
family received from Luxury Van Chauffeur William
Simpson:
“I wanted to let you know Will is great. My family
and I highly recommend him and would like Mears
management to know how good he is. We would
love to have him on the return if he is available.”
Core Values: Enthusiasm & Efficiency
MDS Sales Coordinator Janie Bascom passed along
these compliments for Motor Coach Operator Eril
Araujo from a satisfied customer:
“The client called in to make the final payment and
wanted me to pass along that they totally enjoyed
Eril, their Motor Coach Operator. He was a real
gentleman and very likable.”
Core Values: Enthusiasm & Respect
Sales Coordinator Lisa Wilson passed along a
satisfied customer’s compliments for Motor Coach
Operator Tamara Brown:
“My client remarked that Tamara Brown was very
pleasant and accommodating. He was especially
pleased with her skills in getting around town. When
they got into heavy traffic on I-4, Tamara left the
interstate and took some alternate roads so she was
able to get the group to their event in plenty of time
for the show.”
Core Values: Respect, Efficiency & Enthusiasm
Recently we received a call from Ms. Gilford, a
regular taxi customer who wanted to compliment
Winter Park Yellow Cab Driver Josh Reliford. Josh
has only been with us a short time, and he’s already
receiving kudos! Ms. Gilford noted:
“Josh was the kindest, sweetest young man. He is a
perfect gentleman; I’m considering adopting him!”
Core Values: Respect & Enthusiasm
10
MEARS IN MOTION NEWSLETTER • May - June 2012
CUSTOMER COMMENTS
Hello Florida! Vice-President Nikki Mosolf and
Director of Creative Services Aaron Sayre earned
these words of praise:
“Thank you for an amazing job! You worked
tirelessly on our event until the bitter end, and we
appreciate all your extra efforts. You have a great
sense of style, dedication, and humor, and that
makes it really fun to work with you. You are
terrific!”
Core Values: Enthusiasm & Efficiency
Jason Lambert, Guest Services Supervisor at The
Peabody Orlando, sent this note about Taxi Checker
Cab Driver Mohamed Elhadra:
“This evening I had some guests stop me to
compliment cab #367. They said he did a great job
and was very friendly. He had driven the guests to
an off-property location and picked them up when
they called to bring them back around. Please pass
along our gratitude to this driver.”
Core Value: Enthusiasm
Young Life sent this note of appreciation for Senior
Meetings Manager Krista Estepa and Sales Manager
Jack Henry:
“Bless you and all that you have done for us! You
served well and when anyone says, ‘Cindy, you did
a great job…’ I just say there were some amazing
people at MEARS who did it all. For a big company,
you guys felt like a small company who really cared!
I will always recommend you in the future.”
Core Values: Efficiency & Enthusiasm
Luxury Vehicle Chauffeur Mark Garcia earned this
note of appreciation:
“My family and I had an excellent experience with
your company and I appreciate the level of service
we received. Everything went very smoothly and I
am very satisfied with Mears. Mark was simply
outstanding. Not only was he prompt and courteous,
but he was a super friendly guy who went above
and beyond to make sure my family kicked off our
first Disney trip in style. My company would love to
have a hundred Marks on staff. I will definitely use
Mears whenever I travel to Orlando, in no small part
due to Mark Garcia. Thank you for delivering on
what you promised.”
Core Values: Efficiency & Enthusiasm
Hello Florida! Account Manager Danielle Guido,
Account Executive Chad Daun, Creative Services
Manager Holly Steinebronn and Director of
Operations Kathy Turns received this note of thanks:
Sales Coordinator Janie Bascom and Motor Coach
Operators Rocky Chiofar, Michael Henry and
Danny Arms received this compliment from a happy
client:
“My sincere thanks and heartfelt gratitude. We just
completed the TIAA-CREF Business Conference at
the Peabody Orlando, and the program was a huge
success.
“I wanted to take a few minutes to give you some
feedback on your staff. The first order of business
was reservations. Janie was AMAZING! We spent
days finalizing and changing the transportation
orders and she never lost patience. In fact, she was
quick to point out potential obstacles and to come
up with solutions! If every Mears agent is as
awesome as she is, I need not look anywhere else
for my transportation needs.
“Chad made the sales process as seamless as
possible and continued his support all the way
through to departure day – a true professional who
genuinely cares about his clients. Danielle was
phenomenal in her dedication to the program, her
awesome attention to detail and her flawless
execution from beginning to end. I am amazed at
the level of maturity and experience she has
acquired in her short time in the industry. Holly
is also a gem! Her creativity and sensitivity to our
needs were unparalleled.
“Kudos to Kathy for the fantastic training program
she has put in place at Hello Florida!. You guys are
beyond compare! We have another program at the
Gaylord Palms, and you just made sourcing our
DMC partner so easy.”
Core Values: Enthusiasm & Efficiency
The University of New Haven’s Director of Special
Events sent these words of appreciation for Motor
Coach Operator Bobby Love and Sales Coordinator
Erin Leonhardt:
“I just wanted you to know how absolutely perfect
all the transportation was for the University of
New Haven’s events. Our fabulous driver was the
consummate professional; so accommodating and
congenial. It was a pleasure to work with him. The
coach was so clean and the DVD player worked
perfectly. The Board of Governors was so impressed
with the timeliness of the service and Bob’s willingness to deliver them closer to their rooms when
returning from our outings.
“Thank you also for all of your help and phone calls
to prepare for this. It was a pleasure working with
you. When we return to the Orlando area, I will be
sure to call you for our transportation needs!”
Core Values: Respect, Enthusiasm & Efficiency
Sales Manager Linda Schwarz recently served a
client who chartered 15 motor coaches each night
for the NBA All Star Festivities & Game, earning this
compliment:
“I wanted to drop you a quick email to thank you
and team for a job well done. Your drivers were
professional and the service was excellent.”
Core Values: Efficiency & Enthusiasm
“Our drivers were phenomenal! Professional, on
time and solution-oriented! We had a very difficult
weekend of transportation and all three drivers
represented your organization with great pride and
professionalism. You have a winning team in this
group. Thank you for all the hard work you did to
make me look good!”
Core Values: Efficiency & Enthusiasm
Satisified clients at Signet, Inc. wrote these glowing
words about Hello Florida! Field Staffers Brian
Langdon and Rich McDonough:
“I wanted to take a moment to tell you how truly
wonderful it was to see Brian each and every
morning, and then again after a long day of work.
He always had a smile on his face and was in a great
mood! I know the days were long ones, but he made
it feel like we were coming home each and every
evening! Please let him know that the Signet group
appreciates him!
“These events are hard work; I cannot express to
you the warm feeling we got every day to see Brian
waiting for us in the morning to send us off, and to
be there when we got “home” to the hotel. Having
someone with his fun personality and kind heart
means so much.
“Rich was also fantastic! He was always looking for
us as we were the first to come and last to go most
days, and always made sure we got where we were
going. Thanks for having such a great crew!”
Core Values: Enthusiasm & Efficiency
Yvette Bishop with the Rosen Shingle Creek wrote
this note to Hello Florida! Account Executive Alison
Davis and Sales Coordinator Teneisha Nance:
“Ladies, thank you SO much for going above and
beyond for these transfers... so last-minute, so
quickly/efficiently and professionally. You both make
us look like superstars who can get anything done at
any time; and with such important clients, it was the
icing on the cake for everything that was going on. I
can’t thank you both enough!”
Core Values: Efficiency & Enthusiasm
M E A R S I N M OT I O N N E W S L E T T E R • May - June 2012
11
CUSTOMER COMMENTS
Greg Kaul, Director of Sales at Hello Florida! shared
this note of thanks from Robert Montgomery, Event
Manager for the Ritz Carlton Grande Lakes Orlando.
Mr. Montgomery wrote to recognize Account
Executive Kathryn Hughes, Account Manager
Erica Avila, and Account Manager Amanda Trosset:
We would also like to recognize the following individuals who received compliments from
customers recently:
“I wanted to let you know how awesome it is to
work with your team. Kathryn is and always has
been a true professional and partner to work with.
She is quick, efficient, and friendly. I truly enjoy the
programs that I have with her. Erica has been great
as well. We have worked a lot of programs so far
this year, and both of these ladies have been great.
Lastly, I have been working with Amanda on the
Chamber of Commerce event. She is great as well.
It has made my life easier working with her on this
event.
Hello Florida!:
Ben Eld, Field Staffer
Chris Esposito, Account Executive
Dave Clark, Lead Field Staffer
Fred Stolar, Field Staffer
Kathleen Apsley, Field Staffer
Michele Caruvana, Account Manager
Mika Duynhouwer, Senior Account Executive
Regina Batcher, Account Manager
Samantha Brazer, Field Staffer
Evelyn Naugle, Field Staffer
Talya Adesnik, Account Manager
Terry Androls, Field Staffer
Tyler Henry, Field Staffer
Valerie Matalon, Senior Account Executive
Core Values: Enthusiasm & Efficiency
Disney Sales Coordinator Samantha Steff recently
earned this note of appreciation from a repeat
customer:
“Thank you so much for all your help! This is the
band’s 6th trip to Disney, and Mears has always
been part of this magical experience. The efficiency
and personal attention that your company provided
to more than 600 students from Hopkins Academy
will forever be remembered. I will provide the new
band director with all the records and remind him/
her that any trip to Orlando must be coordinated
with Mears!”
Core Values: Efficiency & Enthusiasm
Motor Coach Operators:
Bruce Bauer
Carlos Lasanta
Christian Clute
Christopher Luckie
Dan Lawler
George Blum
Jane Martin
Jimmy Reandeau
John Burkart, Jr
John Hunter
Jose Lozada
Luis Munoz
Marcio Mena
Michael Bow
Richard Morcom
Robert Bowman
Robert McGinty
Roy Richardson
Mears Sales Team:
Jose Ulmos, Sales Coordinator
Karen Pitcherello, Dir. of Business Development
Rachel Bustamante, Senior Sales Coordinator
Shuttle Van Drivers:
Julio Colon
Keturah Allen-Sanchez
Reggie Smith
Taxi Drivers:
Eaton Graham, Yellow Cab
Herbert Cato, Checker Cab
Marie Augustin, Checker Cab
NEWSLETTER CREDITS
Published bimonthly through the teamwork of:
Emily Nicolas, Hello Florida!
Ft. Lauderdale
Bill Langbein, Print & Graphic Services
Chris Earl, Safety
Julie Mezzina, Hello Florida! Orlando
Joy Fleming, Employment
Lynn Pool, Training & Development
Rosemary Gates, Sales
Jose Pujals, Print & Graphic Services
Shannon Gravitte, Gov’t & Community
Relations
Cari Rubin, Human Resources
Heather Husom, Hello Arizona!
Julie James, Training & Development
Kraige Jean, Motor Coach Operations
12
“Ability is what you are
capable of doing. Motivation
determines what you do. Attitude
determines how well you do it.”
Michele McNaughton, Sales
David Taitano, Taxi Training
Jim Ungvary, Human Resources
Melissa Zorko, Hello Las Vegas!
MEARS IN MOTION NEWSLETTER • May - June 2012
Luxury Vehicle Chauffeurs:
Chester Singletary
David Encarnacion
Henry Ramroop
Joe Esparra
Joseph Fils
Junior “Anthony” Gardner
Karim Debbarh
Kimene Cajuste
Larry Groves
Leo Rodriguez
Marcio Higuera
Michael James
Moe Ahmed
Ramon Jorge
Roxana Padilla
Saulius Urba
Shawn Thomas
Shipu Khondker
Shoby Lodhi
Thomas Bruno
‘‘
“Our business has been fast and furious so far this
year, and because of these ladies my groups have
been successful. I haven’t been the perfect partner to
work with, so it has really helped with all they have
done. I appreciate your team.”
Hello Arizona!:
Heather Husom, General Manager
Jeanine Ollarek, Account Manager
Louis “Lou” Holtz,
American football coach