PDF - Mears Transportation

May - June 2014
Volume 18
Walk for Babies
a Big Success!
Once again, our sea of bright gold
t-shirts were out in full force to
support the March of Dimes at the
annual Walk for Babies in downtown
Orlando. April 26 marked the sixth
consecutive year the Mears/Hello! Florida team
has gathered to walk three miles in support of
the March of Dimes and its mission to reduce
premature births in the United States. An
enthusiastic crew of nearly 100 employees and
their families joined thousands of participants
at the signature event, and our team raised more
than $10,000!
Many of our own employees’ families have been
touched by the challenges of premature birth.
The research conducted by March of Dimes and
the support it provides to expectant mothers and
new parents is critically important, and the funds
raised at the Walk for Babies will go a long way
toward helping to continue this vital work.
The final weeks leading up to the walk were a flurry of
fundraising activity – everything from a bake sale at Hello!
Florida to a company-wide raffle and, of course, Penny
Wars. As always, our dedicated team of volunteers and
walkers ensured a fantastic show of support and made a
difference in the lives of those who need it most. Special
thanks to everyone involved, and congratulations to our
outstanding team!
Issue 3
EMPLOYEE NEWS
ON THE MOVE
ON THE MOVE
We are pleased to announce the promotion of Franco
Brancucci from Attractions Coordinator to MDS Client
Service Manager. Since joining Mears in 2011, Franco has
dedicated himself to providing outstanding customer service
as both a Shuttle Van Driver and Attractions Coordinator.
He has consistently demonstrated a strong work ethic and
a genuine desire to place the customer first. In addition to
his responsibilities in the field, Franco will also serve as a
classroom instructor for our Van and Motor Coach training
programs. Please join in welcoming him to the Client Service team.
The MDS Client Service team also welcomes Joe Downey
as its newest member. As a Motor Coach Operator since
July of 2013, Joe has demonstrated exceptional customer
service skills, one of many factors leading to his promotion
to MDS Client Service Manager. He is well-versed in “all
things Disney,” and has tremendous knowledge about area
attractions and how our company interfaces with them. Joe
will also be serving as a classroom trainer in our Van and
Motor Coach program, and his enthusiasm and dedication
will serve him well in his new role. Congratulations, Joe!
Robyn Gilbert has been promoted to Hello! Florida
Account Executive. Robyn joined Hello! Florida’s
South Florida team in 2009 as a Sales Coordinator and
quickly moved into the Account Manager role. Her
positive attitude and determination will contribute to
her to success in this new position. Robyn has been an
important asset to our company and we are so happy to
have her!
We’re pleased to announce the promotion of Angie Gomez
to Manager-Airport Operations. Prior to joining Mears,
Angie worked for Walt Disney World. Starting in October
of 2006 she honed her skills with us at OIA as a Shuttle
Starter, Cashier, and she oversaw our DME operation at the
airport. Because of her outstanding work ethic and her ability
to troubleshoot problems she was promoted to SupervisorAirport Operations in 2011. Her three successful years
in that role have earned her the opportunity to move into
the position of Manager-Airport Operations. Please join in
wishing Angie well as she moves into this new role.
BIRTH ANNOUNCEMENT
Hello! Arizona
Account Executive
Brianna Moody and
husband, Dustin,
welcomed a baby girl
on March 13. Addison
Grace Moody weighed
8 lbs., 3 oz. and
measured 20 inches.
Congratulations to
mom, dad and big
sister Avery.
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MEARS IN M OTION NEWSLETTER • May - June 2014
We congratulate Colleen Gorman on her new title
of Hello! Florida Director of Product Development.
Colleen came to us with an impressive resume,
including significant positions such as Meeting
Planner, Program Coordinator and Associate
Director of Awards and Trainee Programs. Colleen
started her career with Hello! Florida as a member
of our Field Staff, then progressed into the Sales
Coordinator role before becoming an Account Manager; she has
excelled in each area. Colleen has articulated a clear vision for how
she will fill her new Product Development duties in the months ahead.
For this and many other reasons we are confident she will thrive in this
new role.
Congratulations to Ann Marie Tipton on her
promotion from Sales Coordinator to Hello!
Florida Account Manager. Ann Marie came
to us in 2013 with three years of related
industry experience. She skillfully managed
an immense workload as a Sales Coordinator,
always with a smile. We have the highest
confidence in Ann Marie’s capabilities
and wish her much continued success in her new Account
Manager role.
We are excited to announce that Karren
Umstead has been appointed Mears
Transportation Manager-Airport Operations
at OIA. Karren brings to our airport team
a wealth of experience, not only from her
extensive work within the Mears/Hello!
Florida organization, but also from her many
years in the transportation industry throughout
Central Florida. Since joining us in February 2004, Karren has
proven herself in many roles. Initially, she served as a Meet &
Greet specialist with Hello! Florida before moving to Motor
Coach Operations as Client Service Manager. She has built
an outstanding relationship with Disney, contributing to the
smooth operation of our Disney’s Magical Express program.
Congratulations, Karren!
Hello! Florida is pleased to announce that
Michelle Wilkie has been promoted to
Account Executive. Michelle was a fantastic
member of the Hello! Florida Operations team
in south Florida for two years before assuming
her new role. She is a great problem-solver
and a hard worker. These qualities were just
two of many reasons why she was promoted
to Account Executive, and we wish her much success in her
new position.
MILESTONES
WEDDING ANNOUNCEMENT
25 YEARS
Hello! Florida Operations Manager
Kristine Ramirez and Sergio de las
Salas were married on November 29,
2013. Best wishes to the happy couple!
Judy Haley
Director of Accounting
Cari Rubin
Human Resources Manager
15 YEARS
20 YEARS
Carlos Martinez
MDS Shop Lead Foreman
Don Schwarz
Lead Motor Coach
Mechanic
Ruben Jean-Louis
Shuttle Van Driver
Ron Jones
Director of
Field Operations,
Taxi Division
Mario Pierre
David Pimentel
Motor Coach Operator Motor Coach Operator
5 YEARS
10 YEARS
Otmane
Belmoudden
Shuttle Van Driver
Carmen Garcia
MDS Airport Starter
Merry Meyer
Motor Coach
Operator /
Field Trainer
Usberto Ortiz
Motor Coach
Operator
Anil Surujballi
Motor Coach
Operator
Ernst Noel
Motor Coach Cleaner
1 YEAR
Marisol Allende, MDS
Abraham Borrero, MDS
Jessica Crowley, HAZ
Vanessa Cruz, MDS
Marconi Deoliveira, MDS
Jesus Depena, MDS
Erik Gaulin, MDS
Kelly Gener, CCC
Krista Giaccone, CCC
Mika Henri, MDS
Lyndah Hunter, CCC
Lauren Jeffress, CCC
Ronald Jules, MDS
Pallie Kuykendall, HFL
Gregory Lane, MDS
Roudy Legros, MDS
Tifphanie Lopez, CCC
Lawrence Mercer, Jr., MDS
Malina Merzoian, CCC
Jeremy Pagan, MDS
Ryan Parajon, MDS
Corey Pinkham, MDS
John Riley, CCC
Albert Roan, MDS
Lauren Schreiner, CCC
Samantha Spence, MDS
Gregory Sturgill, MDS
Dana Swanson, CCC
Wilson Velasquez, Jr., MDS
Leatt Vinegar,HLV
Robert White, MDS
Monta Williams, MDS
Denzi Wroy, MDS
M EARS IN M OTIO N N EW SLETTER • May - June 2014
3
COMPANY NEWS
KUDOS
Travel Industry Sales Coordinator Jose Ulmos sends
KUDOS to Senior Meetings Manager Keri Gunther and
Hello! Florida Field Staffers Michelle Zwieg, Tina Fawls
and Trish Kanner:
“This was my first experience with a big (for me,
HUGE) group! I want to point out how much Tina’s
leadership meant to me in being able to handle the
arrivals, given the adversities of the cancelled/delayed/
changed flights due to weather. I am amazed how she
was able to lead her team to keep up with so many
changes and react to unforeseen challenges. The
paperwork I received surprised me with how much
detail it contained. Prior to receiving it, I had no clue
how I was going to tell the client which passengers got
transferred or not, and now I have an answer.
“I also want to point out Keri’s role in assisting with
this group. She had Grainger on her plate but was able
to juggle my group while maintaining her work load
as well.
“From an inputting point of view, Michelle and Trish did
the bulk of arrivals and departures. Michelle even had
to redo the comments for many of the arrivals several
times because I kept changing what the comments
should read. She was a trooper and just made it
happen!
Hello! Florida Field Staffer Tonya Hudson sends
KUDOS to Motor Coach Operator Michael Bridges:
A new Luxury Vehicle Chauffeur sends KUDOS to
Luxury Vehicle Training Manager David Thomas:
“I enjoyed working with Michael on the Phillips
program out of the Orlando Marriott World Center.
He was super nice and very friendly with the client
and I wanted to give him props. He is very professional
and was able to talk to everyone and worked well with
the field staff, leads and clients to ensure everything
went smoothly.”
“You are an inspiring human being, and I believe I
will think of you often and hear those words, ‘Don’t
let anyone steal your joy!’ I hope Mears realizes
what a treasure they have in you. Thanks for your
encouragement and fine training. May God continue
to be your source.”
Core Values: Efficiency & Enthusiasm
Business Manager Rosemary Gates sends KUDOS to
Shuttle Van Driver Manager Sandy Esteves:
“Recently one of the Sales Coordinators needed to
request a cargo van for a client and spoke to Sandy
about it. It turns out that we did not have a suitable
vehicle available, so Sandy went out of her way and
drove to a U-Haul facility, took pictures of the interior
and exterior, got the pricing and sent the information to
us within a couple of hours. It turned out to be exactly
what the client needed to transport band equipment.
“Thank you for all you did for this program!”
“Sandy went over and above to take time out of her
day to obtain the necessary information for us. She
demonstrated creativity and resourcefulness in her
position. Thank you Sandy!”
Core Values: Enthusiasm & Efficiency
Core Values: Efficiency & Enthusiasm
A Long-Standing Partnership
One of our most experienced airport customer service agents, LORNA ALLEN, recently joined
Governor Rick Scott, the Florida Department of Transportation and members of the Greater
Orlando Aviation Authority (GOAA) board of directors for an announcement about funding
for the planned automated people mover (APM) at Orlando International Airport. Scheduled
to be operational next year, the APM will assist with increasing passenger traffic and will be
the terminal point for new rail services. Lorna has
proudly served our airport customers since 1993, and
this occasion was a great opportunity to recognize
her 20+ years of dedication, as well as the long-term
relationship between Mears and GOAA.
Core Value: Enthusiasm
Motor Coach Operator Gerald Higgins sends
KUDOS to Dispatcher David Wiechert:
“David, the dispatcher for Disney’s Magical Express,
is exceptional. He should be commended for his
skills. He is proficient in efficiency, respect, safety
and integrity to the drivers. I am greatly appreciative
of his efforts.”
Core Values: Efficiency, Respect, Safety & Integrity
EXAMPLE OF EXCELLENCE
Motor Coach Operator Jonathan
Gomez has served thousands of customers during his tenure with Mears.
Recently, our “Mystery Shopper”
observed him aboard Disney’s Magical Express (DME). Congratulations
to Jonathan for earning a Perfect
Shopper Report and courtesy award!
Here’s what the shopper had to say
about his great service:
“It was very refreshing to have this particular driver. Jonathan
smiled and greeted all guests as they boarded the coach, helped
them with their luggage, and was enthusiastic in his speech.
Once everyone boarded the coach he formally greeted the
guests, stated his name, and said, ‘If there is anything I can do to
make your ride more comfortable, please let me know.’ Jonathan
encouraged the guests to wear their seat belts. He covered all
safety points and informed guests about the restroom facilities.
He did the whole script verbatim and added a couple of jokes
to add some originality - all in a clean, positive nature. The temperature was comfortable and the coach was clean. The guests
were all smiles and were ready to kick off their vacation. A great
way to start a Disney magical experience; Jonathan also thanked
guests for riding Disney’s Magical Express as they disembarked.”
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MEARS IN M OTION NEWSLETTER • May - June 2014
COMPANY NEWS
Mears Family Honored for Generosity
The Council for Resource Development (CRD),
a national association of community college
fundraising professionals, selected Paul Jr. and
Deb Mears to receive its 2013 Benefactors of the
Year award. The annual award recognizes the
outstanding contributions and service of donors
who have made a difference to a community
college. Mr. and Mrs. Mears were honored in
Washington, D.C., as the top philanthropists for
an urban, public college.
Paul Jr. and Deb Mears received the award in
recognition of their long history of philanthropic
support to Valencia College. The family has been
involved with Valencia Foundation, the college’s
fundraising arm, for more than a decade and their
contributions include an endowed scholarship
to benefit students in Valencia’s hospitality
management program. Deb has served on the
foundation’s board of directors since 2008.
In 2010, the Mears family pledged $1 million to
create the Paul Mears, Sr. Take Stock in Children
Fund. Established in memory of Paul Mears,
Sr., the fund supports educational opportunities
through the Orange County Take Stock in
Children program, an initiative that helps at-risk
children succeed through mentoring and college
scholarships. In recognition of the gift, the college
renamed its West Campus Student Services
Building the Paul Mears Sr. Student Services
Building.
“We are most grateful for the partnership and
support of Paul and Deb Mears and especially
for the lives their investment is changing,” said
Valencia President Sanford C. Shugart. “This
honor recognizes not only their commitment
to Take Stock and the college, but also to their
numerous other charitable endeavors.”
Paul Mears, Sr. founded Mears Transportation
Group in 1939 with three taxicabs. Today it is
Central Florida’s most recognized premier guest
services and destination management company.
The company also provides charitable support
to the Red Cross and is a founding contributor
to Give Kids the World Village. Deb Mears has
served on the committee for the local Festival
of Trees and Mears Transportation Group has
sponsored the event, presented by the Council
of 101 to benefit the Orlando Museum of Art.
In partnership with their sister company Hello!
Florida, Mears has served as a longtime corporate
sponsor for the March of Dimes “March for
Babies” charity walkathon.
Source: Valencia News
401(k) Savings Plan Quarterly Updates
Quarterly updates for the 401(k) Savings Plan for the period July 1, 2014 through September 30, 2014
will begin on June 1, 2014. Participants may modify their payroll contributions by completing a
new “Salary Deferral” form by June 27, 2014. The new contributions will begin with your first
paycheck in July 2014. If you do not complete a new Salary Deferral form, your contributions will
remain in effect as per your last election.
To complete a new Salary Deferral form:
n
Mears Destination Services, City Cab Company, Hello! Florida Orlando, and Mears Global
Chauffeured Services participants should stop by the Human Resources Department in
building M-8 located at 1017 S. Division Ave.
n
Hello! Florida Hollywood, Hello! Arizona, Hello! Las Vegas, Hello! Washington, D.C., and
Hello! Texas participants should contact Marcy Lapetina at (407) 254-0542 or email her
at [email protected] or Cari Rubin at (407) 254-0544 or email her at
[email protected]
M EARS IN M OTIO N N EW SLETTER • May - June 2014
5
LOCAL NEWS
All Aboard the Hogwarts Express!
One of the most memorable experiences from the Harry Potter series will
come to life at Universal Orlando Resort this summer. Imagine:
•
Being transported from the Muggle world to the wizarding world as you
pass through the brick wall at King’s Cross Station to arrive at Platform 9¾
•
Watching in amazement as the Hogwarts Express pulls into the station –
its billowing steam and authentic whistle beckoning you to hop aboard
•
Sitting in one of the train’s cabins with your family and friends and actually
riding the Hogwarts Express – just as your favorite characters did in the
Harry Potter films
Since the very first Harry Potter film, fans have dreamed of taking the same
classic journey Harry Potter did aboard the Hogwarts Express. And this summer
they will get to live it.
motorbike,
Buckbeak the
Hippogriff swoop
gracefully over
the black lake,
the Weasley
twins on brooms
and up to their usual antics, plus
the Knight Bus swerving through London traffic.
Universal Orlando has revealed new details about the Hogwarts Express that will
debut as part of The Wizarding World of Harry Potter – Diagon Alley, opening
this summer. The train will connect the new land in Universal Studios Florida
with The Wizarding World of Harry Potter – Hogsmeade in Islands of Adventure,
allowing guests with park-to-park admission to enjoy a real journey aboard the
iconic locomotive.
Universal’s Creative team has been working closely with Warner Bros.,
Stuart Craig and the production team from the Harry Potter films to create an
experience that the entire family can enjoy. The Creative team has gone to great
lengths to ensure that the details stay true to the books and films. Everything
about the train is authentic – from the paint and the materials used to build it,
all the way down to the whistle.
Never before has this been done – creating an actual train ride experience
to connect two spectacularly themed environments. The Hogwarts Express
combines powerful storytelling, live special effects, lifelike animation and stateof-the-art technology to take riders on the journey of a lifetime. Guests will enjoy
two completely different experiences depending on whether they’re traveling to
Hogsmeade or London.
Park-to-park admission is required to experience the Hogwarts Express journey
from The Wizarding World of Harry Potter – Diagon Alley (located in Universal
Studios Florida) to The Wizarding World of Harry Potter – Hogsmeade (located
in Universal’s Islands of Adventure). For more information, including a video
that features a first look at the ride, visit www.universalorlando.com/harrypotter.
•
Looking outside your cabin window and enjoying a scenic, breathtaking
journey through the British countryside as you encounter magical creatures,
some of your favorite Harry Potter characters…and even Dementors…
Once seated in the cabin, riders will look out their windows to watch a magical
adventure unfold. They’ll see Hagrid come alongside the train on his flying
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MEARS IN M OTION NEWSLETTER • May - June 2014
Source: https://media.universalorlando.com/pressrelease/hpdetail.aspx?id=45133&ct=27752
LOCAL NEWS
Falcon’s Fury Rises at Busch Gardens Tampa
For more than five decades Busch Gardens Tampa has delivered some of the
world’s most exciting thrills. Rides like Cheetah Hunt, SheiKra, Montu and
Kumba have set the stage, and now Busch Gardens is ready to drop big news.
Starting in spring 2014, guests will rise to new heights with Falcon’s Fury, the first
drop tower of its kind in the world. Additionally, with no connecting structures, it
will be the tallest freestanding drop tower in North America.
No bird can match the speed of a falcon in its hunting dive. The falcon is the
fastest animal on earth, reaching speeds of 200 mph. Designers were inspired by
this bird of prey during the development of the new attraction. Falcon’s Fury will
stand at 335 feet and take riders soaring 60 mph - straight down. Located in the
Timbuktu™ area, Falcon’s Fury will be visible from any location in the park and
even across the Tampa Bay area.
At the ride’s highest point Busch Gardens has added an element of surprise. Like
its bird of prey namesake, riders will pivot 90 degrees in midair to a face-down
dive position. An instant later they’ll plunge 60 mph at 3.5 Gs straight down with
speed and power like they’ve likely never experienced before.
Source: www.buschgardenstampablog.com/falcons-fury-rises-busch-gardens-tampa-2014
Land of Avatar Gets Underway
The Carefree Inn & Suites (location code #1312)
is now
Lake Cecile Inn and Suites
4900 W. Irlo Bronson Hwy.
Kissimmee, FL 34746
407-396-1668
Shuttle Zone 4; Luxury Vehicle Zone 133; Taxi Zone 360
Construction of the largest expansion in the history of Disney’s Animal
Kingdom began recently with a ceremonial groundbreaking on the new
AVATAR-inspired land. In this photo illustration, leaders from Walt Disney
Parks and Resorts and Lightstorm Entertainment were joined by a Na’vi,
showing the scale of characters from Avatar. When the expansion is complete
in 2017, guests will encounter the Na’vi, fly with banshees and see the
amazing world of Pandora at night. “Disney’s Animal Kingdom is already
home to some of our guests’ favorite attractions,” said Tom Staggs, chairman
of Walt Disney Parks and Resorts. “With Avatar, we are adding a spectacular
new world and an exciting set of attractions unlike any our guests have
experienced. The expansion now underway will make the park a true full-day,
must-see experience.”
The Travelodge Suites Maingate East
(location code # 1456)
is now
Magnuson Hotel Kissimmee Maingate
4694 W. Irlo Bronson Hwy.
Kissimmee, FL 34746
407-396-1780
Shuttle Zone 4; Luxury Vehicle Zone 133; Taxi Zone 360
The Worldgate Resort (location code #1244)
is now
Park Inn
3011 Maingate Lane
Kissimmee, FL 34747
407-396-1400
Shuttle Zone 4; Luxury Vehicle Zone 162; Taxi Zone 354
Source: MouseMail
M EARS IN M OTIO N N EW SLETTER • May - June 2014
7
LOCAL NEWS
SeaWorld Celebrates 50 Years
SeaWorld Parks & Entertainment™ has launched an 18-month, multi-park
celebration to commemorate a key event in the company’s history. The
original SeaWorld® Park opened its gates for the first time in March 1964 on
Mission Bay in San Diego.
For five decades, SeaWorld has surprised and amazed guests with unique
entertainment, thrilling rides and up-close encounters with animals.
During SeaWorld’s 50th Celebration, visitors will be invited to take part in
the excitement through new interactive experiences, shows and pathway
performances, even more up-close animal encounters throughout the park
and “The SeaWorld Surprise Squad” treating guests with prizes every day.
Sea of Surprises™ Highlights
▶
Park pathways will come to life with spontaneous entertainment. “Bubble
Blowout” is sure to be a guest favorite with a fantastical vehicle creating
bubbles of all sizes and shapes. Engaging performances with sea-inspired
costumes and props will pop up at unexpected moments to surprise guests
throughout the day, like “Splash Dance” and the “Sea Street Band.”
▶
Starting this summer, new shows offer guests the chance to celebrate the
longer park hours. “Shamu’s Celebration: Light Up The Night” is a nighttime
Shamu Show debuting at all three SeaWorld parks. The high energy show
will include new, original music and production elements, as well as new
killer whale behaviors.
▶
SeaWorld guests are often greeted by an animal ambassador, many
of whom were orphaned or injured in the wild and given a second
chance thanks to the SeaWorld Rescue Team. As part of SeaWorld’s
50th Celebration, there will be more surprise encounters with animal
ambassadors throughout the day. A pair of Magellanic penguins, a lemur, or
even a parade of flamingos could surprise guests at any moment at all three
SeaWorld locations.
▶
The “SeaWorld® Surprise Squad” will roam SeaWorld on a daily basis,
giving away prizes and special gifts, including exclusive access to rides,
behind-the-scenes experiences, Shamu-themed merchandise, reserved
show seating and more.
▶
To showcase SeaWorld’s commitment to the environment and passion for
protecting the ocean, a series of giant sea life sculptures will be displayed
throughout the parks. SeaWorld commissioned environmental art group
The Washed Ashore Project for a collection of larger-than-life sea-themed
sculptures – many weighing more than half a ton. The material used to
create these pieces comes from the billions of pounds of garbage – mostly
plastics – that wind up in our oceans. These amazing works of art point to
the urgent need to protect marine animals from such dangers and preserve
their ocean habitats.
▶
As part of its continuing commitment to new technology that enhances the
guest experience, SeaWorld’s 50th Celebration will also include new ways
for visitors to connect to the parks and each other though digital devices.
The parks will be launching a variety of enhancements, from interactive
apps that provide fun new ways to experience the park to new games and
video content.
Source: www.seaworldentertainment.com
Disney Cruise Line Receives Top Awards
Disney ships received 29 awards from the Cruise Critic Cruisers’ Choice awards, including
13 first place accolades. The Disney Fantasy was recognized in the Large Ship category for
Best Overall Ship, Best for Families, Best Service, Best Dining and Entertainment, Best Cabins
and Public Rooms and Best Cruises from Florida, among others.
In addition, Disney’s fleet of four ships was ranked among the top cruise ships in the world
on the Condé Nast Traveler 2014 Reader’s Choice list, claiming four of the top five spots in
the Best Large Cruise Ships category. The recently re-imagined Disney Magic was awarded
Porthole Cruise Magazine’s 2014 Editor-in-Chief Award for Best Makeover. “These awards
ultimately speak to the quality and commitment of our Cast and crew members who are
dedicated to bringing our ships to life,” said Karl Holz, president of Disney Cruise Line.
Source: MouseMail, February 2014
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MEARS IN M OTION NEWSLETTER • May - June 2014
CUSTOMER COMMENTS
Paula Balole with Expedia CruiseShipCenters expressed her
gratitude to Senior Sales Coordinator Rachel Bustamante
and Motor Coach Operators Christopher Luckie, Charlie
Kauffman, Edward Porter and Alvaro Rudinger:
“Thank you for all you did in arranging the motor coaches for
my group. Your drivers are very professional and friendly and
we all enjoyed our safe, easy transportation to Port Canaveral.
Our driver was Charlie and he is extremely friendly. The gang
enjoyed a few stories from him and we were all laughing and
smiling, as he is quite funny! We all made it safe and sound.”
Core Values: Respect, Safety & Enthusiasm
Dawn Dawson, Senior Catering and Convention Services
Manager with Disney’s Coronado Springs Resort, had this to
say about Luxury Vehicle Chauffeur Eddie Diaz:
“I wanted to let you know that Eddie, luxury vehicle chauffeur,
was awesome. He took our guest to Richard Petty [Driving
Experience], only to find out that the track was too wet. He
called to let me know, and since the vehicle was on charter
he offered to take the guest somewhere else. The guest had
heard about Celebration and wanted to go; he ended up
having lunch at the Columbia Restaurant and had a wonderful
time. Please make sure Eddie gets recognized for great
customer service.”
Core Values: Respect & Enthusiasm
Senior Sales Coordinator Rachel Bustamante and Motor Coach
Operators Bobby Love and William Murphy were thanked by
Lois Wirth, Manager of Faith Formation for Children and Youth
at Annunciation Catholic Church:
“You are a great first point of contact. Your responses were
prompt, courteous and professional. The actual transport
experience was wonderful. The drivers were professional,
friendly, and very safety conscious. After having dealt with
another transportation company, I really think it is important
for someone in your management to know what a good
impression you and your drivers have left with our church.”
Core Values: Respect, Safety & Enthusiasm
Susan L. Rawlins, Administrative Secretary, Curriculum and
Instruction with Orange County Public Schools (OCPS), gives
gold stars to Sales Coordinator Erin Leonhardt, Motor Coach
Operators Ben Anderson, Daniel Flucas, Wayne Thompson
and Virginia Velez, and Hello! Field Staffers Dave Langenbach
and Fred Stolar:
“Thank you so much for the awesome work you and your
team did in transporting our teachers back and forth between
Showalter Field and Winter Park High School. Both our OCPS
administrators said the coaches ran smoothly and your drivers
and staff were really nice and helpful! Good job!”
Core Values: Enthusiasm & Respect
Checker Cab Driver Mirva Bornelus received a thank you call
from a customer:
“Thank you so much for returning my phone. I appreciate your
being so kind.”
Core Values: Integrity & Enthusiasm
Luxury Vehicle Chauffeur Luis Duarte earned this note of
appreciation:
“I had exceptional service with Mr. Luis Duarte. He was
incredibly professional and kind. I hope to have the
opportunity to use your company again when I travel
to Orlando.”
Core Values: Enthusiasm & Respect
Cathy Neveu with Travel Mania Vacations thanked Motor
Coach Operator Adrian Geary:
“The coach transportation was great. The driver was very
helpful to the Seniors.”
Core Values: Respect & Enthusiasm
Account Executive Krista Estepa received these words of praise
from Mark Carstens, Technical Training Specialist with Siemens
Energy, Inc.:
“I wanted to thank you and your staff for the outstanding
support and flexibility of the transportation provided to our
Chinese guests. Your professionalism and customer service was
outstanding. In the future, we will be sure to use your services,
and I will gladly share my experiences and refer Mears to
others at Siemens requiring similar assistance.”
Core Values: Enthusiasm & Respect
Laura G. Morgan with Compressed Air Systems & Services
complimented Sales Coordinator Peggy Nance:
“Thank you, Peggy! Your very professional assistance is much
appreciated. I feel so much better now that my group is with
Mears!”
Core Values: Respect & Enthusiasm
A happy customer complimented Yellow Cab Driver
Lewis Epstein:
“My wife and I returned from a wonderful trip to Central
Alaska. We usually have family or friends drive us to OIA. Then
when we arrive [home], we catch a cab, always asking for a
Mears cab.
“Lou, our most recent driver, was extraordinary. He was
courteous, professional and just a very nice gentleman. We
have always asked for Mears and have never had a bad
experience. All the vehicles have been clean and comfortable,
free of scents or music. (I hate air fresheners!)
“I write this because I believe Lewis warrants a special
mention. I would be proud to have him as a team member!”
Core Values: Enthusiasm & Respect
EXAMPLES OF
EXCELLENCE
Winter Park Cab Driver
Arian Zenuni and City Cab
Dispatch Coordinator Janet
Pagan-White made a great
impression on Andy Keck,
Operations Manager, Magic
Kingdom:
“I’m hoping that you can pass
along this story about the
outstanding service I received.
Because of some issues with
my car, I had the opportunity
to call for a taxi around 7:15
p.m. to go to Orlando Dodge.
I was told that I should have
a cab in twenty minutes. The
taxi arrived in 10 - 15 minutes, already exceeding my expectations. When I got in I was greeted
by Arian. He was pleasant and outgoing. When
we arrived at our destination, I paid by using the
convenient credit card device in the back of the
taxi. After, Arian wished us a good night and we
parted ways.
“This is where your team and your service kicked
in. I was about to get into my rental when I realized I had left my iPhone in the back of the taxi
while I was signing the credit card receipt. About
20 minutes had passed and I was in a panic. I
called your number on the top of my receipt and
was transferred to dispatch. The representative
who took my call was great. She told me not to
worry and she would reach out to the driver and
put me on hold. Within 5 minutes she was back
on the line and said that the driver had my cell.
I then asked if she could get me his destination
and I would go to him. She again put me on
hold. When she returned she said she was given
permission to give me the driver’s number so that
I could reach out to him directly. When I called I
found a very pleasant Arian on the other end who
said I could meet him as he was getting ready to
pick up a fare. I was able to intercept Arian en
route, and as he turned over my cell phone he
smiled and again wished me a good night.
“I hope that you will again thank Arian and
the dispatcher for me, as they turned my night
around.
“In our industry we speak of customer service in
many different ways. In this situation your team
exceeded expectations in my taxi experience
and offered great service in dealing with my lost
article.
“Please let Arian know that I retold this great taxi
service story to my cast members recently as we
opened the Magic Kingdom.”
Core Values: Respect, Integrity, Efficiency &
Enthusiasm
M EARS IN M OTIO N N EW SLETTER • May - June 2014
9
CUSTOMER COMMENTS
EXAMPLES OF
EXCELLENCE
Checker Cab Driver Mohammed
Hamzaoui received the gratitude
of a guest:
“A Disney resort guest, Todd,
called to relay the great
experience he had with taxi
driver Mohammed Hamzaoui
who transported him to Walmart. Todd stated that
he forgot his iPad inside Walmart and Mohammed
was kind enough to not only return him to the store
but to walk in with him and assist with locating his
item. Todd stated that Mohammed provided stellar
customer service.”
Core Values: Respect & Enthusiasm
Administrative Assistant Coordinator Lourdes Zavala
passed along a satisfied customer’s compliments for
Luxury Vehicle Chauffeur Juan Peralta:
“Ms. Harrison wanted to make
sure we recognize the great
service she received. She was
gratified to have a chauffeur who
exceeded her expectations of
excellent service and impeccable
attitude. She was transported to
the airport by Juan Peralta. She
had purchased a couple of items in Orlando that she
could not take on the plane, so Mr. Peralta offered to
ship them to her. He took photos of the items, advised
her when he had mailed the package and provided
a tracking number. Ms. Harrison said she was very
impressed by such service. She said Juan went above
and beyond, and Mears is really lucky to partner with
someone who cares that much.”
Core Values: Integrity, Respect, Enthusiasm &
Efficiency
Special Accounts Coordinator
Sandra Barnes received the
appreciation of this customer:
“I booked a Mears car to the
airport and a very nice lady by the
name of Sandra took my order.
She was very efficient, pleasant and
made my reservation experience
a true pleasure. I had tried to make the reservation on
the website but it kept freezing up. Sandra was very
understanding; she took on the task without hesitation. A
real ‘Here for You’ approach and said she would see that
the problem was fixed. Wow, you don’t get this kind of
treatment from the banks or phone company!
“It is most refreshing that a company actually answers the
phone with a real human voice and puts an emphasis on
personal customer service and care, person-to-person.
Please pass on my appreciation and acknowledgment of
Sandra, a top employee at Mears.”
Core Values: Respect, Efficiency & Enthusiasm
10
MEARS IN M OTION NEWSLETTER • May - June 2014
Hello! Arizona Account Manager Sabrina Spector earned
this letter of thanks from Linda Robbins, Travel Director,
Maritz Travel:
“Our transportation team received the kudos award for
the day on a great arrival. And we couldn’t have done it
without all of Sabrina’s help. She was extremely responsive
to all of my calls and keeping up with all the deviations at
the airport today and helping to track people down − no
easy task! We couldn’t have made all this happen today
without her! We truly appreciate her!”
Core Values: Efficiency & Enthusiasm
Hello! Florida Account Executive Kelly Kruszewski
and Account Manager Brittaney Sasser provided great
service to Michele Woods, Director of Accounts with The
Wellington Group:
“Thanks again for everything. You did a great job. With
little funds your elements really enhanced and finished the
room nicely. People were complimenting those elements
all night.”
Core Values: Enthusiasm & Efficiency
Hello! Arizona General Manager Heather Husom, Account
Executive Rachel Bell and Account Manager Holly
Stephens earned this note of appreciation from Mark Malay,
Business Development Director with BI Worldwide:
“Just a note to say what an outstanding job you did for us at
our Nationstar event! I really enjoyed working with Rachel,
Holly and yourself - you made us shine! Again many thanks
and let’s stay connected.”
Core Values: Enthusiasm & Respect
Hello! Florida Field Staffer Brian Langdon received these
words of gratitude:
“I lost my cell phone on one of your coaches at the Art of
Animation Disney resort and Brian was on it! He had it in
his hands within an hour. I couldn’t believe it! I had totally
written off the phone, figured it was lost in Disney, but
Brian contacted all the coaches and located it right away.”
Hello! Florida Vice President/General Manager Vic
Laxson adds:
“We are very fortunate to have Brian on our team. It is
those types of efforts that allow us to build our reputation.”
Core Values: Enthusiasm, Integrity & Efficiency
Motor Coach Operator Lionel Jean Baptiste earned this
compliment recently from Brenna Palmer with Stanley
Black and Decker:
“Lionel was very nice and played music on the coach
quietly during the rain delay. He also let my boss and me
plug our phones into his phone charging unit – which
became a huge asset as we needed to call our distributors
to see if they wanted to wait out the rain or head back to
the hotel. It was a team effort by the Hello! Florida staff
and we appreciate all of the little things that each one did
to help us.”
Core Values: Respect & Enthusiasm
Steven Friedman, President of the Ohr Meir Foundation,
sent this note of gratitude to our Airport Operations team:
“On behalf of my family, our organization, and all the
children of The Ohr Meir Foundation, I want to thank you
and the entire Mears team for helping us make this year’s
trip to the Orlando theme parks an absolute success. As
you may recall, The Ohr Meir Foundation was founded in
memory of my ten-year-old brother Meir who lost a sevenyear battle with leukemia. Among our various projects
and trips during the year, we sponsor and coordinate the
above-mentioned annual four-day trip to Orlando and
its theme parks for children with cancer and other life
threatening illnesses.
“These four days of fun give the children memories which
last well into the future. The smiles and laughter brighten
their days and give them hope for a brighter tomorrow. It is
those smiles that make all our work well worth it.
“There are no words that can properly express our gratitude
and appreciation for your help in coordinating a smooth
airport process in coordination with GOAA. The drivers
are also incredible and really care about our group.
Warmest wishes from all of us for the best of health,
happiness and success to you, your family and extended
family of Mears Transportation.”
Core Values: Safety, Respect, Integrity & Enthusiasm
Shaely Morgenroth, Program Manager, Global Meeting
Services with Meetings & Incentives Worldwide,
commended the service provided by Hello! Arizona
Account Executive Brianna Moody and Account Manager
Holly Stephens:
“Everything has been absolutely perfect! I couldn’t be
happier. Thank you again for all of your help and hard
work. It has made these evening events perfect. We have
gotten nothing but compliments. Holly has been amazing.
THANK YOU! THANK YOU! THANK YOU!”
Brianna Moody adds:
“I wanted to share this great feedback I received from our
M&I client. She is super happy about the events and very
pleased. Holly did a great job on site, kept me posted but
also took great control and lead of the program; I felt very
confident with her abilities (even in a destination she was
not super familiar with).”
Core Values: Efficiency & Enthusiasm
Hello! Florida Senior Account Executive Susan Harry,
Creative Services Manager Lauren Farrell, Account
Manager Marilyn Alvarez and Sales Coordinator Pallie
Kuykendall received the appreciation of Bina Nayak with
TJX Canada:
“Thank you very much for all your help with the
conference. It was one of the best conferences we have
had and everyone was ‘wowed’ by the decor! The gala was
beautiful and the Cabana Deck was amazing as well, and
the weather added to the great experience. Please thank
all your staff on our behalf who helped in making this a
wonderful experience for us.”
Core Values: Enthusiasm & Efficiency
CUSTOMER COMMENTS
Tina Butler with McLane Company was pleased with the
service she received from Hello! Florida Senior Account
Executive Alison Davis and Account Manager Michael Greco:
“I want to send a HUGE thank you to you and Michael for
being so patient and helping me so diligently with each
request. If the opportunity should arise again, I do plan to use
Hello! Florida. I couldn’t have pulled this off without you two.”
Core Values: Enthusiasm & Respect
Senior Sales Coordinator Rachel Bustamante, Motor Coach
Operators Maritza Rettger and David Rhynard and Luxury
Vehicle Chauffeur Phillip McClellan earned this note of
appreciation from Dawn Azra with Custom Tours Inc.:
“Thank you! What a great weekend. All went very well and the
drivers were spot-on. Thanks so much.”
Core Values: Respect & Enthusiasm
Bill Magee with St. Charles Borromeo Catholic Church
appreciated the service provided by Sales Coordinator Nancy
Provenzano and Motor Coach Operator Melissa Camacho:
“Although late, I do not want to lose the opportunity to
express my appreciation for the outstanding service provided
by Mears with your great coordination. We really appreciated
Melissa! We at St. Charles will most certainly use Mears on our
next outing.”
Core Values: Enthusiasm & Safety
Disney Sales Coordinator Megan McFatter and Luxury
Vehicle Chauffeur Christopher Peters received this note
of appreciation:
“Thanks for all your help. I wanted to pass along this
compliment from Sharon Slovak. She praised the driver who
picked her up from the airport. She said he was very nice,
helpful and full of knowledge. She told me he was such a
nice Disney Cast Member. I explained he wasn’t actually a
Cast Member, but that is why we partner with Mears for our
transportation needs. Thanks!”
Core Values: Respect & Enthusiasm
Marissa Wahoske appreciated the service her group received
from Hello! Arizona Account Executive Rachel Bell, Account
Manager Holly Stephens, Sales Associate Natalie Sheahan and
Field Staffer Tamara Jacoubowsky:
“Holly and Rachel were exceptional to work with. They were
on top of every detail and followed through without constant
reminders from me. Great partners on their ‘A’ game. Tamara
as a guide was also great. Thanks for helping to make our
program a success!”
Core Values: Enthusiasm, Efficiency & Respect
Sales Coordinator Peggy Nance and Motor Coach Operator
Jack Henkle received this note of thanks:
“Thank you for setting us up with adequate transportation.
The coach was very clean and nice and our driver, Jack, was a
delight. I appreciate your pulling this together for us on such
short notice.Thanks again for the stellar service and sending
us such a nice driver. I would definitely refer other groups to
Mears!”
Core Values: Respect , Efficiency & Enthusiasm
Sales Manager Linda Schwarz received these words of thanks:
“Thanks for everything Linda! I have heard nothing but great
things from my attendees on the service of Mears. I can’t
thank you enough for all your assistance with this and the
professionalism of you and your complete staff!”
Core Values: Enthusiasm & Respect
An appreciative customer called to praise Motor Coach
Operator / Safety Trainer Gil Columbus:
“We’re on a Disney vacation and staying at the Doubletree on
Hotel Plaza Boulevard. We’ve been on several coaches during
our vacation and Gil is the most awesome coach driver we’ve
had so far. We have utilized the coaches to go back and forth
to the parks. Gil announces the theme parks clearly so we
know which park we’re going to. This guy is great and I just
had to give him a compliment!”
Core Values: Enthusiasm & Respect
Hello! Las Vegas Account Executive Rebekah Johnson,
Director of Operations Kristina Ghiloni and Product
Development Manager Krista England received this note of
appreciation from Allyson Payne, Sterling Events Group:
“Rebekah, Kristina and Krista are WONDERFUL assets to
your team. We’ve worked with Rebekah and Kristina over and
over and love them both for the way they make everything so
easy on us. This event was particularly challenging because
of my picky yet indecisive client, and I must say that Rebekah
was beyond helpful and patient during the planning process.
Kristina took just as good care of us onsite as Rebekah
did through the planning process. The client LOVED every
piece and part that Hello! provided. Thanks so much to this
wonderful team!”
Luxury Vehicle Chauffeur Sean Holley was commended by a
grateful customer:
“I scheduled a ride from Summer Bay Resorts in Clermont to
the Tampa cruise terminal. I was very happy with the vehicle
and the driver. Sean arrived on time and was very pleasant.
The town car was very comfortable and I will be doing
business with you the next time I’m in Florida. Well worth the
money!”
EXAMPLE OF
EXCELLENCE
A grateful customer praised
Luxury Vehicle Chauffeur Jim
Shepherd:
“I am a golf pro at a private
country club in Rhode Island.
I had 6 of my members at
the Marriott World Center for a golf vacation.
We arranged for transportation to and from
the airport through Mears and were fortunate
enough to get Jim as our driver. We were treated
so well that we asked him to transport our group
numerous times throughout the week. Whether
it was his waiting for us at the terminal with an
easily noticeable sign, promptly transporting
us to and from various golf courses in the
Orlando area (including making unscheduled
stops along the way), or taking us to dinner
and promptly picking us up, his service was
extraordinary. If he was delayed even minutes,
he had a replacement driver to pick us up at the
scheduled time. We found Jim to be extremely
competent, knowledgeable, courteous, and a
pleasure to be around.
“Jim was able to transport us back to the
airport with all of our golf clubs and luggage
and made the ride as comfortable as if there
was no luggage at all. I will highly recommend
Jim to my friends and fellow golf pros on their
trips to Orlando and will absolutely call for his
services when I return in October. I’ve traveled
to Orlando dozens of times and have never
experienced the degree of professionalism
displayed by Jim and his fellow drivers. Please
convey my comments and be assured that Jim
has represented your company in an outstanding
manner.”
Core Values: Respect, Efficiency & Enthusiasm
Core Values: Respect, Efficiency & Enthusiasm
Core Values: Enthusiasm & Respect
M EARS IN M OTIO N N EW SLETTER • May - June 2014
11
CUSTOMER COMMENTS
EXAMPLES OF
EXCELLENCE
Luxury Vehicle Chauffeur Jean
Pierre and Customer Service
Agent Kelly Dowling received
this appreciation from a happy
customer:
“On a recent trip to Orlando I
dropped my wallet in a luxury
sedan driven by Jean Pierre. I called
the hotel where I was staying and
they contacted Mears. I received a
call from a very nice lady at Mears
(Kelly) explaining that my wallet
had been found. She asked what
was the best way for them to get
the wallet back to me. She was
very professional and even asked
if there was anything else she could do for me after she
had already helped me find my wallet! What an excellent
employee!
“While I was on the phone with Kelly, Jean Pierre called
me and asked what I wanted him to do with the wallet.
I decided to have him return it to the location where
he had dropped me off. This all happened within 45
minutes of my losing the wallet! When Jean Pierre arrived
he gave me the wallet, asked me to check the contents,
and then gave me his card in case I found anything was
missing. What outstanding service and a trustworthy
chauffeur! Thank you for the excellent service, and I will
highly recommend your service to anyone traveling to the
Orlando area.”
Core Values: Integrity, Efficiency & Enthusiasm
Luxury Vehicle Chauffeur Kai Riisman received the
appreciation of Jeff Silsbee, Director of Guest Services with
Waldorf Astoria Orlando:
Doug Walbert with Maritz appreciated the service provided by
Hello! Arizona Account Manager Sabrina Spector and Field
Staffer Penny Seemiller:
“Please pass on our thanks to Kai, who helped us out in a
pinch with a slightly unreasonable request. At 8:00 a.m.
a guest wanted us to go out and purchase a US Team
World Cup jersey. While this request in itself is something
we could have easily handled, the time he gave us to
accomplish the task (about an hour) was hindered by
our not having a hotel driver on staff until after the time
the guest wanted the item in his hands. That morning our
staffing levels would not permit any of our team members
to depart property, so we approached the curb and Kai
was kind enough to accept the mission. Please be sure she
is recognized for a job well done.”
“Penny was amazing (as always) and so was Sabrina. The
program was great and everyone had a great experience.
THANKS for everything!”
Core Values: Enthusiasm & Efficiency
Scott Layman, Account Manager with Walt Disney World
Swan & Dolphin Resorts, praised Luxury Vehicle Chauffeur
Seyed Sahebi:
“I wanted to make you aware of the outstanding service
we continue to receive from Seyed. He always has a smile
on his face and always has our guests’ interest in mind.
I wanted to share a recent situation that highlights his
outstanding service. We were without cars on our curbs
and several guests were waiting for service. Seyed pulled
into the Swan and was immediately waved to the front
drive to load. We had a guest who had missed his shuttle
pick-up and was told by Mears customer service that a
town car would be sent to assist. Seyed quickly volunteered
to help. I also asked him if he could assist in taking 3 other
individuals (who had already been waiting a few minutes)
to the airport as well. Without hesitation he agreed, spoke
with the guests and assured them that he could assist and
split fares anyway they wanted.
“Seyed is a clear asset to your team. I have only had
positive interactions with him each and every time he
comes to the Swan Hotel.”
“The Buffalo Philharmonic
Orchestra just returned from a
domestic tour that involved several
concerts in Florida. I am writing to
highlight the excellent service and
equipment that was supplied to us
for our time on tour.
“Seyed is a professional chauffeur at all times and
maintains a positive demeanor as well.”
Rebecca Katsur, Contract Service Manager, Luxury Vehicle
Division adds:
Core Values: Enthusiasm, Efficiency & Respect
“Comfortable coaches and
professional service is part of what
makes artists and performers relax
and feel cared for as they travel and prepare for their
work on stage. Certainly our drivers, Sam and David,
were exceptional and I’m hopeful if we return to Florida
in the future we can have them serve the group again.
Having traveled all over the world with performing arts
groups, I have to say they were simply great.
Brian Dennis, Vice President, In-Store Customer Experience
with Kohl’s Department Stores, had great things to say
about Hello! Florida Field Staffer Tina Fawls:
“Again, we appreciate the help and support through
Mears Transportation and hope to be back in
Florida soon.”
Core Values: Enthusiasm & Respect
12
MEARS IN M OTION NEWSLETTER • May - June 2014
Hello! Texas Vice President/General Manager Greg Kaul and
Director of Operations Lisa Buchanan received this praise from
Tracey Lane, President of The Lane Group:
“This team was amazing! When does it snow in Dallas? When
there is an offsite event for 250 people! Lisa and Greg worked
miracles to bring the entire event into the hotel - food, decor,
entertainment, everything. Thank you so much; it was great!”
Core Values: Enthusiasm & Efficiency
Motor Coach Operators David
Crawford and Sam Knechel
received a five-star review from
David Crane, General Manager of
the Buffalo Philharmonic:
Core Values: Respect & Enthusiasm
Core Value: Enthusiasm
“Can you make sure Tina is recognized for an outstanding
performance? She was amazing, friendly, engaged and
really had a great handle on everything - just wanted to
make sure she gets recognized.”
Sales Coordinator Peggy Nance and Limousine Chauffeur
David Lambke earned this letter from a grateful parent:
“I appreciate the service you gave us. Since I called the very
first time, Peggy helped find the best options for me. She was
so kind. The limo driver, David, was so respectful, patient
and nice. The vehicle was neat, comfortable and beautiful.
Thank you for being a great team and making my girls’ prom
unforgettable. I will recommend your company to everyone.
Blessings and prosperity to you.”
Core Values: Respect & Enthusiasm
NEWSLETTER CREDITS
Published bimonthly through the
teamwork of:
Cher Brutus, MDS Operations
Chris Earl, Safety
Joy Fleming, Employment
Rosemary Gates, Sales
Shannon Gravitte, Gov’t & Community Relations
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
Julie Mezzina, Hello! Florida Orlando
Lynn Pool, Training & Development
Cari Rubin, Human Resources
David Taitano, Taxi Training
Jim Ungvary, Human Resources
Heidi Ziegler, MDS Operations
Melissa Zorko, Hello! Las Vegas
Layout and design by Stephanie Cruz