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Houston airport employees get recognized for their extra effort at Houston Friendly Recognition Ceremonies
Houston Airport System
November 19, 2008

It’s been proven by recent Airports Council International (ACI) surveys from actual customers, that both George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) have been recognized for airport service quality and top customer service.

Most of the recognition is from airport employees being “Houston Friendly.”

Houston Friendly is an attitude Houston Airport System (HAS) employees practice each day to do their best with helping customers and to give a warm welcome to visitors.

Four times a year, a recognition ceremony is held to celebrate their efforts.

This quarter, the recognition ceremony was held in the Central Concourse Rotunda at HOU, but the events that prompted it came from virtually every corner of the airport property.

The shining examples of the “Houston Friendly” spirit came from the security checkpoint operation, the baggage claim level and the Airport Operations Area. Several of these instances were highlighted on November 13, when the Houston Airport System (HAS) held its latest “Houston Friendly Reward & Recognition Ceremony.”

The event, held quarterly at various locations, is designed to emphasize the value that superior customer service brings to an airport operation and to praise and reward employees who go the extra mile in delivering an exceptional airport experience to HAS travelers.

“Positive reinforcement is important no matter what part of the airport operation you’re talking about,” says HAS director of customer relations and special services Tim Joniec. “But it’s especially important when it comes to customer service because it helps create an overall culture of excellence.”

And at the November 13 ceremony there was no shortage of employees who managed to fit that description.

Joe McAnally with the HAS Operations Division is a perfect example. Earlier this year he came across a diverted flight with 51 passengers on board but no airline crew with which to handle them.

McAnally first made sure that the aircraft had the proper wing clearance and then stepped out of his vehicle to assist in the unloading of the bags until the airline personnel made it to the scene. His efforts are even more impressive when you consider the fact that McAnally did all this in the midst of an intense rain storm.

Two Superintendents with the Customer Service office were also asked to take center stage at the ceremony.

Dozens of customers had taken the time to sing the praises of Ana Martinez and Anne Cronin.

Both employees were credited with going above and beyond the call of duty in dealing with situations ranging from lost parents to lost property. The letters from satisfied passengers came from as far away as Vancouver, Canada and Washington, D.C.

“That’s such a special feeling when you get a letter like that,” said Cronin. “It would be so easy for them to say something at the time and then move on, but these types of letter show how big the impact is and how long it can last even after their trip is done.”

Other recipients included representatives from the Houston Police Department, Customer Service volunteers and Angel Flight. All of the honorees were treated to words of congratulations, as well as musical entertainment provided by the Wendell Brooks Band.

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