INTERNATIONAL. The Moodie Davitt Report is back with the fourth year of our popular column dedicated to recognising people in our industry – frontline, back office, logistics, management and more – for their commitment, kindness and achievements.
The Travel Retail and F&B Superstars column is a key component in the lead up to this year’s Travel Retail Superstars Awards and FAB Superstars Awards.
See the 2023 winners of these two awards programmes in the links at the foot of this column.
If you’d like to nominate a team member, or team, for inclusion in this year’s Superstars column, please email Mark Lane at mark@moodiedavittreport.com or Martin Moodie at martin@moodiedavittreport.com.
18 June
Alvin Coronel, Peet’s Coffee, SSP America
A very nice story reaches us from SSP America. The airport concessionaire’s Peet’s Coffee server Alvin Coronel (pictured below) recently went “above and beyond” for a traveller at Oakland International Airport.
SSP America takes up the story: “The traveller had to leave Peet’s Coffee before her cappuccino was ready because her flight was boarding. When Alvin saw what was happening, he jumped into action and rushed to the gate with the drink in hand where he charmed the gate agent into delivering the beverage to the passenger who had already boarded.”
The grateful passenger sent this email to SSP Amercia in reaction: “I want to thank the worker at Oakland Airport Terminal 2 Peet’s Coffee who went above and beyond with extraordinary kindness.
“My flight had been delayed for hours, and my husband and I had US$15 vouchers for food and drinks. I went to get a cappuccino and some snacks from Peet’s, but my flight began boarding and I had to leave without my cappuccino.
“When I was seated in the airplane, a flight attendant approached me with a coffee cup from Peet’s and said ‘the Peet’s guys brought this for you’. I was extremely touched by his/her thoughtfulness.
“I had been stressed out and flustered because I didn’t want to miss my flight, and I ran off. I never imagined that the Peet’s staff would be so caring to bring my drink all the way to the gate after I had gone.”
SSP America Oakland International Airport Director of Operations Kevin Shoaito said: “It’s more than Alvin’s work ethic – it’s the energy he brings to the terminal. He’s a positive person who makes a positive impact on OAK every day.”
Master ConcessionAir Ess-a-Bagel Team Member Adissa Simpore
Master ConcessionAir has congratulated its Newark Liberty International Airport Ess-a-Bagel Team Member Adissa Simpore, who has recently been recognised by The Port Authority of New York & New Jersey for her outstanding customer service.
Master ConcessionAir Director of Operations Sana Nadeem said: “Adissa’s work ethic and values are praiseworthy. We appreciate her commitment to excellence and are lucky to have her on our Ess-a-Bagel team. Thank you for your dedication, hard work and exceptional contributions to our company.”
Emirates Leisure long servers
Emirates Leisure General Manager Bars & Restaurants MENA Graham Knowles has congratulated 36 “superstars” (pictured below) who have recently received long-service awards from the company.
Graham said: “Such dedication, energy and commitment is hard to find and it is truly appreciated. Massive well done to everyone.”
Lima Airport Partners Senior Business Developer Andres Haaker
Our congratulations go to Lima Airport Partners (LAP) Senior Business Developer Andres Haaker (pictured below), who has just won the airport concessions company’s Outstanding Employee for the third time. The award was made at the LAP Star event.
Andres said: “I am truly humbled and honoured to win this award for the third time. I am also more than grateful to Lucio Benavente [LAP Retail Manager] and Norbert Onkelbach [LAP Chief Commercial Officer] for their excellent leadership and opportunities.”
Hudson Hall of Famers
US retailer Hudson, part of Avolta, has celebrated eight “extraordinary” team members from across North America by inducting them into its prestigious Hall of Fame.
Nominated by regional leadership and selected by the North America executive team, Hudson said these customer service “champions” provide the most memorable experiences to travellers and to their colleagues.
The new Hall of Famers are Server, F&B Gail Norman (Fort Lauderdale-Hollywood Airport); Sales Associate, Duty Paid Sakiko Smith (Seattle-Tacoma Airport); Crew Member, F&B Nate Lucas (Raleigh-Durham Airport); Shift Supervisor, Duty Free Dion Wong (Vancouver Airport); Barista, F&B Victor Perez (Los Angeles Airport); Operations Supervisor, Duty Paid Mitu Hasan (Calgary Airport); Barista, F&B Najat Tiouri (Boston Logan Airport); and HR Specialist, F&B Rachel Majors (Fort Lauderdale-Hollywood Airport).
Hudson commented: “Their tireless efforts not only enrich the lives of those around them, but also serve as a shining example of what it means to truly go the extra mile.”
Bahrain Duty Free Shift 2 team
Bahrain Duty Free has congratulated its Shift 2 team at Bahrain international Airport after being awarded the prestigious Best Shift of the Quarter Award. The award is sponsored by Gulf Beverages.
The retailer said: “We are honoured to recognise and appreciate the dedication and exceptional skills demonstrated by this remarkable team. Their consistently impressive performance at every level of our organisation has fostered a cohesive and harmonious team environment, setting a shining example for all the other teams.
“Shift 2 members have consistently gone above and beyond in their roles, displaying great commitment to excellence.”
Bahrain Duty Free CEO & Board Director Bassam Al Wardi said: ”In collaboration with our partners at Gulf Beverages, we greatly appreciate the remarkable dedication and consistent excellence demonstrated by the team on Shift 2. The tireless efforts of each member of our sales team have made these accomplishments truly deserving of the highest praise.”
29 April
Retail and F&B teams, Dubai International Airport
The highest ever recorded rainstorm in the UAE and the subsequent disruption at Dubai International Airport (DXB) led to numerous operational challenges at the travel hub. Dubai Airports VP Concessions Management Alison Macdonald posted on LinkedIn to give “huge and heartfelt thanks” to the airport’s commercial teams, including “our amazing F&B and retail partners”.
Alison said: “There were so many examples of those going above and beyond to provide some relief to those that were directly impacted by this unprecedented event. Some worked multiple back-to-back shifts, others hand carried supplies on their unexpected walk to the airport.
“Others worked tirelessly behind the scenes to creatively solve supply and logistics challenges and to ensure safe access for both people and supplies where needed – all during periods of incredible demand.
“Whilst it will take some time for the wider recovery across the region we are incredibly proud of all of those that came together and delivered their very best.”
20 April
Marco Cuglianich and team, Autogrill Middle East
A nice story here from Dubai International Airport, where severe disruption occurred this week after unparalleled rainfall in the UAE, with a senior travel food & beverage executive praising a competitor’s actions.
It comes from SSP Asia Pacific CEO Mark Angela, who takes up the story in a LinkedIn post: “I find myself in the unusual situation of wanting to thank one of our competitors. The scene was Dubai Airport with the disruption caused by unprecedented rainfall and flooding bringing airport operations to a standstill. An elderly couple stranded and in need of medication. A call for help to us from one of the couple’s children in the US who was unable to make contact.
“Given SSP is not present in that terminal in Dubai I reached out to Marco Cuglianich [Managing Director of Avolta company Autogrill Middle East] to see if they could send one of their team to assist. Marco and team really stepped up to the plate! A reassured elderly couple seeing a friendly face and feeling looked after amidst all the disruption.”
Mark continued: “We may be competitors but we all want to make the traveller’s journey as smooth as possible and at SSP to be ‘The Best Part of the Journey’. Thank you Marco and team for upholding the code of hospitality and demonstrating that even though we are competitors we all have the traveller’s welfare at heart.”
15 April
Finance Team, DFS Group
Travel retailer DFS Group has paid tribute to its finance team, which triumphed in two categories of the 2024 Future CFO Excellence Awards in Singapore, following up successes from the same awards programme last year. This year, the department won both the Finance Team of the Year award and the Leadership in Digital Transformation award.
DFS noted that the Finance Team of the Year award recognises its finance professionals as a high-performing team that prioritises strategic goals and strives for efficiency improvements. The Leadership in Digital Transformation award, meanwhile, acknowledges the team’s effective use of technology to enhance business responsiveness to evolving business requirements.
DFS said in a LinkedIn post: “Both awards are a testament to DFS’s dedication in upskilling our employees through regular training sessions, supporting internal finance rotations and facilitating cross-functional sharing to support talent growth across ‘One Finance’. We are so proud of our award-winning finance team’s exemplary work and leadership. Congratulations to all our colleagues in DFS Finance!”
10 April
Svetlana Bjhsase, Cyprus Duty Free
Cyprus Duty Free’s Svetlana Bjhsase, who works in the retailer’s store at Paphos Airport, has been named ARI STAR Award winner for March. The awards recognise excellence in customer service from team members.
Svetlana’s employer praised her for “consistently delivering an outstanding customer service to all who pass through our shops in Paphos airport”.
ARI Retail Marketing Manager Toni McDonald said: “Congratulations to Svetlana, a fabulous team player, inspirational, an all-round great colleague, so deserving of this month’s STAR Award.”
12 March
Bahrain Duty Free Liquor, Tobacco and Confectionery team
Multiple travel retail superstars in the Bahrain Duty Free Liquor, Tobacco and Confectionery (LTC) have been honoured with the ARI World Favorite Airport Retail Star Award. In a post on LinkedIn, Bahrain Duty Free noted: “The LTC team’s exceptional agility and foresight were pivotal in overcoming numerous challenges while upholding our core values, ultimately leading to this remarkable success.”
There was also individual success from the Bahrain Duty Free LTC team for Mariem Mhamdi, who achieved recognition as the runner-up in the ARI Super Star of the Year award.
Bahrain Duty Free CEO & Board Director Bassam Al Wardi said: “I want to express my genuine congratulations to the Bahrain Duty Free LTC team for their exceptional accomplishment of winning the ARI World Favorite Airport Retail Star Award. Their remarkable forward-thinking and dedication have paved the path to success.
“I also congratulate Mariem Mhamdi for her outstanding performance and recognition as the runner-up choice for the Super Star of the Year award. These achievements reflect the hard work and commitment of our team, and we couldn’t be prouder.”
6 March
Seema, SSP Starbucks, Frankfurt Airport
SSP has offered congratulations to “amazing colleague” Seema (pictured below), who has been promoted to Multi Unit Manager for the travel restaurateur at Frankfurt Airport. She will now manage three SSP-operated Starbucks branches at the German travel hub.
SSP said in post on LinkedIn: “Seema started her career with SSP in 2015 as a temp at Starbucks. Through her dedication and skills, she was able to quickly work her way up to Shift Supervisor and was eventually appointed Assistant Store Manager in 2022.
“Dear Seema, we are proud of your impressive development and wish you every success in your new position.”
Brandon Nixon and Allen Glover, Paradies Lagardère, Hartsfield-Jackson Atlanta Airport
Two Paradies Lagardère team members working at Hartsfield-Jackson Atlanta International Airport have been honoured at the ATL Wow Awards Gala. The event is hosted annually by the airport’s customer service team to recognise individuals who go above and beyond the call of duty each year.
Food Hall Supervisor Brandon Nixon and Brand Manager Allen Glover were the recipients of the 2023 ATL Ambassador Award and the HERO Award, respectively.
“I love creating smiles,” says Brandon, who has been the subject of many positive letters that Atlanta Airport has received thanks to his ability to engage with passengers.
Allen currently oversees five Paradies Lagardère stores as brand manager. He says: “Whether it’s spending half a day tracking down a woman’s lost handbag on the train or helping an elderly man travelling by himself catch his flight to Milan, I am committed to making every encounter with a customer the best experience they have at the airport.
He added: “Our motto is to land legendary customer service, and as someone in a leadership position, I make sure to walk that walk and talk that talk.”
27 February
Steven Hurst, Breitling Sales Associate, Harding+
Miami-based Breitling Area Manager for Cruise and Travel Retail Ioana Stanciu has shared some high praise with the column on the very impressive performance of Steven Hurst, Breitling Sales Associate in a Harding+ operated store aboard P&O Britannia.
Steven was recently rewarded with a luxury Breitling watch to recognise his role in taking a ship which was delivering low Breitling sales to become one of the brand’s top-performing retail locations at sea. In the process, he became the top salesman for Breitling in the cruise retail sector for last year.
Ioana told us: “There’s sales associates and there’s sales superstars – Steven is an amazing talent, and such a Breitling fan! When I met Steven last year, he was fairly new to cruise retail. However, he brought his land-based experience in fine watches and was determined to make an impact.
“The ship was struggling with Breitling sales at the time and he made a commitment that he will change that. He shone as the lead specialist onboard and in the last six months he brought Britannia to be the second highest performing ship for Breitling and he became the highest individual contributor at sea for our brand.
“He won our sales competition for 2023 and has been awarded a Breitling watch for his great efforts. Steven’s passion for Breitling Watches is inspiring and sets an example for all sales associates out there.”
20 February
HMSHost team, New York LaGuardia Airport
Jean Urbina, HMSHost Director of Operations for New York LaGuardia Airport, has taken to LinkedIn to share glowing praise for several HMSHost teams at the travel hub.
Jean said: “Our LGA team’s success has only been possible as a result of our managers working shoulder to shoulder with our crew and creating the culture where we work together, we win together.
“There are always things to improve and we take these opportunities as a team challenge. The most important thing is to recognise our team members that make the difference day in and day out to elevate the guest experience.
“In this note I want to deliver a shout out to some of our LGA stars – Zuhey and Wasi at Viaggio, Fahmida at La Chula and Dominica and Brittany at Shake Shack. We are fortunate to have you in our team and very honoured to work with you all. Thank you for being awesome!”
19 February
Elizabeth Parker, Beecher’s Handmade Cheese, SSP America
SSP America Senior Vice President of Development and Pursuit of New Airports Scott Welding has expressed his delight for the service he received from Elizabeth Parker at the travel restaurateur’s Beecher’s Handmade Cheese concession at Salt Lake City International Airport.
Scott was connecting through the airport recently on a flight that was delayed. He recalled: “In a concourse full of bummed out people, Elizabeth Parker at our Beecher’s Handmade Cheese was all smiles, super helpful and making darn good sandwiches.
“What a ray of sunshine this wonderful human being is to me, and everyone who steps foot in her restaurant. Thank you for being the best part of my journey Elizabeth.”
SSP America CEO Michael Svagdis said in a comment on LinkedIn: “Thank you Elizabeth for providing our customers with a great experience.”
Fatin Nur Zianna, Lotte Duty Free Singapore Retail Associate, Changi Airport
A nice story here from Singapore Changi Airport, where Lotte Duty Free Retail Associate Fatin Nur Zianna has been recognised at Changi Airport Group’s Annual Airport Celebration 2024. She received the Outstanding Service Staff Silver Award for a kind act to help a passenger.
Fatin (posing below right with her award) encountered a 68-year-old passenger who missed her connecting flight and was stranded in transit. Despite it being the end of her shift and having to miss her transport home, Fatin chose to stay on to assist the passenger. She used her credit card to rebook the flight and even treated the passenger to a meal.
Fatin made sure all pre-flight procedures were taken care of, ensuring the stranded passenger could board her flight home safely.
A post from Lotte Duty Free Singapore on LinkedIn said: “Kudos to Fatin and we are all very proud of you!”
16 February
Deborah Mulas, JJ Ruddle’s Bar & Restaurant Pizza Chef, Shannon Airport
The Shannon Airport Group, owner and operator of Ireland’s Shannon Airport, has given a shout out to one of the travel hub’s star food & beverage performers.
It has revealed that Deborah Mulas, Pizza Chef at the airport’s JJ Ruddle’s Bar & Restaurant, will travel to Italy this weekend to represent Ireland in the World Pizza Championship.
Deborah, a native of Italy now living in Limerick, will compete with over 500 pizza chefs in Rimini.
Shannon Airport Director Niall Kearns offered his best wishes for the competition on LinkedIn: “Best of luck Deborah – fantastic pizzas at JJ Ruddles in Shannon Airport!”
13 February
Elena Paraskeva, Cyprus Duty Free
ARI-owned Cyprus Duty Free has highlighted the work of its “outstanding” team member Elena Paraskeva, who the retailer said “has been positively contributing to our business for over 20 years”.
Last year, Elena (pictured below) was voted as Cyprus Duty Free Star of the Month, then Star of the Quarter and finally the retailer’s Star of the Year 2023. She will travel to Ireland in March to meet other stars from the ARI estate and attend the ARI Global Star Awards Ceremony in Dublin.
Cyprus Duty Free said: “Thank you Elena for everything you do on a daily basis to ensure our customers have an outstanding shopping experience. Your efforts and positivity are very much appreciated, and as you travel to Dublin next month please know the whole Cyprus team is with you in spirit proudly cheering for you.
“Good luck to all the ARI stars. We wish you all a wonderful time in Dublin.”
ARI Retail & Marketing Manager Toni McDonald said in a post on LinkedIn: “So very happy for Elena, outstanding achievement and very well deserved. Truly a bright, shining star.”
Meet the winners of the 2023 Travel Retail Superstars Awards (see video above) and 2023 FAB Superstars Awards (click image below for the story).
Read the Travel Retail and F&B Superstars Column 2023 here.
Read the Travel Retail and F&B Superstars Column 2022 here.
Read the Travel Retail and F&B Superstars Column 2021 here.
