INTERNATIONAL. The Moodie Report’s new feature series again brings you impressions of our industry as viewed by Blogs, other social media and consumer websites.
This column, which includes views not necessarily supported by The Moodie Report, is intended as a window to the opinions of the consumer press, bloggers and travelling consumers.
TWITTER – GOING ABOVE & BEYOND AT SFO
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The deserving winners of San Francisco International Airport’s “˜Above + Beyond’ tenant recognition programme |
This week’s coverage stems from Twitter where this week San Francisco International Airport congratulated the three winners of its “˜Above + Beyond’ tenant recognition programme, tweeting: “Congrats to our very own Merielle, Samantha, and Anne! The 3 winners of the “˜Above + Beyond’ SFO tenant recognition programme.”
The programme is designed to monitor and improve customer service by recognising employees that go out of their way to help travellers and stores that consistently provide great customer service.
“Our winners raise the bar for all of us at SFO,” said San Francisco International Airport Director John L. Martin. “With every smile, every extra offer of help – these exemplary employees and their establishments make travelling more enjoyable for all of us.”
There are more than 160 restaurants, retailers and services throughout the airport. Over the past few months, SFO Travellers Information volunteers, acting as mystery shoppers have visited SFO establishments and posed a variety of requests and questions to employees to analyse their job-related performance as well as their knowledge and ability to convey information about the airport and its services.
The selected winners received a recognition certificate and cash award during a celebration ceremony held on 29 June at the San Francisco International Airport Aviation Museum and Library.
Of the hundreds of employees visited, three individuals truly went ‘Above and Beyond’, the airport said in a statement detailing the overall winners:
Grand Prize Winner: Merielle Leano – Airport Wireless (Terminal 3) – Merielle is known for her attention to individual customers and her willingness to take the time to explain product options to customers. She is friendly, outgoing, and ensures each customer is taken care of.
2nd Prize: Samantha Villatoro – Il Fornaio Caffe del Mondo (International Terminal) – Samantha is known by customers and staff alike for her cheerfulness and attention to customers. She’s a new addition to the staff, and has shown a sincere willingness to provide excellent service with a sense of humour. While being evaluated for the programme, she had a mishap while pouring a drink and ended up with beer all over her shirt and hair. She never stopped smiling.
3rd Prize: Anne Richardson – Boudin (Terminal 3) – Anne is a Manager at Boudin, and ensures that all customers receive top service by leading by example. She greets each customer uniquely, and never fails to wish a customer a pleasant flight. She is known for going out of her way to meet individual customer needs.
Stores that the airport considered consistently went “˜Above and Beyond’ were:
Retail Location Winner: Hudson News Company – (multiple Terminal 1 locations) Hudson News Company had the highest average score for a multiple location concession. Its employees consistently rated high scores for knowledge, greeting, helpfulness and familiarity with their product and the airport.
Food & Beverage Winner: K-Delight – Food truck operator K-Delight has been serving staff and ground transportation providers at SFO for six years. Located in a high traffic area, owner Lam Tap Ngo and his staff consistently deliver fast and efficient service to customers on lunch breaks. K-Delight staff deliver a friendly greeting in a family atmosphere, and SFO is happy to recognise this outstanding concession.
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