The Caribbean Airline
JUMP SEAT
ISSUE 169
LIAT EMPLOYEES RECOGNISED AND REWARDED HOW’S BUSINESS
DEAR LIAT
ANNIVERSARIES https://www.youtube.com/watch?v=Gq06ouqtqZY
HR NEWS
LIAT EMPLOYEES RECOGNISED AND REWARDED
Please E-mail you Jump Seat content or suggestion to the Editor - Shavar Maloney at this address: MaloneyS@liat.com
Employees from Antigua and across the network were recognized for their hard work and customer service achievements on Tuesday 19th December. The Milestone and Customer Service Pride Awards Ceremony was held at the American University of Antigua Campus at Jabberwock. The ceremony saw employees receiving awards for their miletsones with employees receiving pins, letters of appreciation and certificates. Employees who served over 20 years received gifts including Land products, hotel stays and cruises. The Customer Service Pride Awards were also chosen and were won by Kelly-Ann Franklin (External Customer Service Pride Award) and Cassandra Bowers (Internal Customer Service Pride Award.) Chief Executive Officer, Julie Reifer Jones expressed her elation at the ceremony taking place. She noted that with the programme being on hold for the last five years, it was challenging to have the programme back on track. She thanked the Human Resource Department for their hard work in revamping the programme and planning the event. The ceremony was also attended by the Chairman of the Board of Directors for LIAT Dr. Jean Holder, Antigua’s Labour Commissioner Eltonia Rojas and CEO of the Antigua and Barbuda Airport Authority Stanley Smith. (See Page 2 and 3 for more) Left: Regional Manager North David Isaac receives plaque for 30 years of Service Right: Area Manager for St. Vincent, Dominique Patterson receives award for 35 years of service.
See more photos from the MSA & Customer P r i d e Aw ards https://photos.app.goo.gl/l67dzVk77pIewbAr2 here.
How’s Business? ON-TIME PERFORMANCE NOVEMBER 2016
2017
3 MINS
16.5%
64.2%
15 MINS
28.8%
79.4%
INDUSTRY STANDARD 85%
ON TIME PERFORMANCE
RELIABILTY
ST. LUCIA CELEBRATES ITS EMPLOYEES
GREAT CUSTOMER SERVICE
CUSTOMER SERVICE NOMINEES HAVE LUNCH WITH CEO
Nominees for the Customer Service Pride Awards were treated to “Lunch With The CEO” as part of the Employee Reward and Recognition Programme (ERRP). The luncheon took place at the Hawksbill Beach Resort and was attened by the nominees as well as the Chairman Left: Cynthia Suffren receives gift for 30 years of service. Right: Employees pose for pictures at cocktail. of the Board of Directors Dr. Jean Holder, Industrial Relations Consultant Mr. Ed Bushell, HR Director Ilean The LIAT family in St. Lucia ended the year with a cocktail and Ramsey, Executive Manager for Airports and Customer Awards Ceremony at the Auberge Seraphine Hotel in Castries. Service Sonya John and Customer Service Manager The cocktail which catered with a variety of Christmas food and Diana Cameron. drinks was attended by most staff and was followed by a brief The nominees were entertained to a buffet style lunch and awards ceremony. The awards presented were Milestone were invited to share their experiences in customer service Awards under the Human Resource Department Employee and how we could improve our service levels. The Reward and Recognition Programme (ERRP). nominees shared several ideas and suggested strategies Speaking at the ceremony, Corporate Communications Manager that could be adopted by the company. Shavar Maloney brought greetings from the CEO and The CEO, Mrs. Julie Reifer Jones thanked the nominees for encouraged the staff to keep up their hard work as well as reflect their hard work and great representation of the company on areas where improvements could be made. He especially and encoraged them to be great brand ambassadors. commended Area Manager, Josse Mesmin for putting together https://photos.app.goo.gl/BQwvEznM63114ZbR2 (Click here to see more pictures from LunchWith The CEO) such an event and the excellent turnout by employees. Human Resource Manager for Employee and Industrial Relations Gail Bullen noted that the return of the ERRP was long in coming and commended the staff who have been loyal to the company over the years. She said she was delighted to be able to attend in St. Lucia and reward staff members for their years of service. LIAT St. Lucia was the first stop for the ERRP and award ceremonies will be held in other stations in January 2018. https://photos.app.goo.gl/kbYwAUTcJvbMos343 Click here to see more pictures from SLU
LIAT CELEBRATES AT ECCAA EXHIBITION
LIAT joined the Eastern Caribbean Civil Aviation Authority (ECCAA) as they celebrated their anniversary as well as International Civil Aviation Day. The exhibition took place at the Multi-Purpose Cultural Centre in St. John’s, Antigua. LIAT Captain Anne Delisle and former LIAT Mechanic Desta Michelle Murray spoke of their experience in aviation careers. LIAT had a booth where students were able to interact with staff from Flight Ops, Engineering and the Commercial Department and students were able to win LIAT memorobilia by https://photos.app.goo.gl/BiKFaJy39qIvHbki1 answering LIAT themed questions. See more pictures here.
Dear LIAT In this issue we share the nominees for the Customer Service Pride Awards. These persons embody the spirit of good customer service whether to internal or external passengers. THANK YOU FOR YOUR HARD WORK!
Kelly-Ann Franklyn (Senior Cabin Crew – Barbados) Kelly- Ann was nominated from the letters received from our customers. Several were published via ‘Dear LIAT’. Kelly - Ann received commendations from several customers who noted coments such as: “Pleasantly Pleased” “ They enquired ‘who is that bubbly person?” and was given her name. “She made everyone smile with a joke or other comment” “I would like to compliment you on having a team member such as Kelly” You won’t go wrong” “They had been flying all day and were exhausted but they were so pleasant and accommodating in Barbados)” A dying art in the industry. Nominee External Customer Service Pride Award WINNER External Customer Service Pride Award Cassandra Bowers (Maintenance Control Centre) Casandra was nominated from the nominations for the Internal Customer Service Pride Award. This nominee had all her boxes ticked which included: - Takes the initiative to improve the value and efficiency of the service they provide. - Maintains consistently high quality of service to LIAT customers including staff, service provider and external customers - Anticipate customers’ needs and potential problems before they arise. In addition, one of the comments on the nomination forms read as follows: “I am consistently impressed with Cassandra’s attitude and productivity whenever she is in office. She is very bright and quite motivated and demonstrates the ability to articulate information and ideas.” Nominee Internal Customer Service Pride Award WINNER Internal Customer Service Pride Award
Anthony Edwards (Reservations Administration) Anthony was nominated from the nominations for the Internal Customer Service Pride Award. One of the comments from his nomination noted: “On many occasions I have had either travel agony or corporate challenges and sought advice from Anthony who will delve into the issue to ascertain and assist” Nominee Internal Customer Service Pride Award Shantelle Brathwaite (BGI traffic) Shantelle was nominated from the nominations for the (External) Front Line Customer Service Pride Award. Shantelle was noted to have gone above and beyond the call of duty and receiving excellent customer feedback. Nominee External Customer Service Pride Award Elizabeth Browne (ANU Traffic) Elizabeth was nominated from the nominations for the Internal Customer Service Pride Award. ‘Liz” as she is affectionately known by staff is known to take initiative and maintain a consistently high quality of service to LIAT customers including staff. Nominee Internal Customer Service Pride Award Jaquan Best (BGI Traffic) Jaquan is an employee of Caribbean International Airways Ltd (CIAL), one of LIAT’s Ground Handlers in Barbados. He has been given special recognition as he received the highest number of nominations for the Front Line External) Customer Service Pride Award. Nominee External Customer Service Pride Award Verne Lake (Reservations) Verne retired at the end of November, 2017 but this did not prevent her fellow colleagues from nominating her. She was nominated for the Internal Customer Service Pride Award. She was noted as an employee who serves as role model to others through positive and productive client and colleague relationships. One comment on her nomination form noted “Verne has given her all to the group department. It’s a very complex department with sometimes difficult clients which she managed well.” Nominee Internal Customer Service Pride Award
Send us your feedback at
improvement@liat.com
Anniversaries DECEMBER 2017
35 YEARS George Phillips Errol Thomas
Antigua St. Lucia
Aircraft Engineer Shift Leader
30 YEARS Henry Drakes
Antigua
Captain
20 YEARS Chelidonia Lennie
St. Lucia
Messenger
15 YEARS Michael Simon
Antigua
Captain
10 YEARS Terrence James Dwane James Evert George Gibbs Ducreay Alaric Riviere Shane Johnson Allan Matthews Wayne Mardenborough Harold Smith Peter Park Remano Arthur Lauriston Browne Nyasha France Sylvan Gooding Earl Glasgow Takacia Aska
Antigua Dominica Dominica Dominica Dominica Dominica Antigua Antigua Antigua Antigua St. Vincent Antigua St. Vincent Barbados Barbados Antigua
Aircraft Engineer Duty Officer Traffic Clerk Baggage Attendant Baggage Attendant Traffic Clerk Mechanic Stores Clerk Aircraft Engineer Enginerring Training Instructor Ramp Attendant Aircraft Engineer Traffic Clerk Mechanic Mechanic Call Centre Clerk
Thank you for your hard work and commitment. HOW CAN WE REACH THE COMMUNITY? As part of our Corporate Social Responsibility LIAT will like to do more for our communities across the region. We are giving you the opportunity to propose community projects that we can work on. The projects should respond to local needs, have a major positive impact on the community and be able to facilitate staff participation. Proposals may be sent to improvement@liat.com . We look forward to seeing your proposals.
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Check out the latest issues, browse your favourite stories and see what’s happening in the Caribbean. You can also download the Zing Caribbean app from your app store and have the magazine to go!
HR NEWS
REMINDER ON REBATE TICKET ALLOTMENTS
DOMINICA FAMILY SAYS THANKS
Please be advised that calendar year limitation rebated allotments for 2017 must be purchased through myIDTravel on or before midnight December 31, 2017. Tickets will be valid for one (1) year from the date issued. The above allotments include:
• ID75 space available • ID100% space available and 100% positive space – years of service annual entitlements • ID100% space available and 100% positive space Two Dominican children who were evacuated by LIAT relief - attendance awards flights stopped by to say, ‘Thank You’ to LIAT. The children, Iakeda and Emmanuel Maynard, expressed their thanks to Diana Cameron, Customer Service Manager, who worked as support staff to the stations during the hurricane relief efforts and was there with the children on the flight. The children, who travelled as Unaccompanied Minors on the flights were accompanied to LIAT’s Headquarters by their mother, Euann Joseph. Ms. Joseph was grateful and thanked Diana and LIAT for the opportunity to have her children sent to Antigua to meet their grandmother following Hurricane Maria.
Have you nominated a colleague for ERRP? Nominations are openfor the first quarter of 2018! Recognize a colleague on the front line or internally who give a great LIAT Experience. NEW YEAR’S RESOLUTIONS: WHAT YOU SHOULD THINK ABOUT? With 2018 just around the corner, we will all start talking about New Year’s Resolutions. According to a recent ComRes poll, the most common New Year's resolutions include: 1. Exercise more 2. Lose weight 3. Eat more healthily 4. Take a more active approach to health 5. Learn new skill or hobby 6. Spend more time on personal wellbeing 7. Spend more time with family and friends 8. Drink less alcohol 9. Stop smoking So how do you achieve such goals? Make them SMART Specific- State clearly what the goal is. Measurable: Is it something you can measure e.g losing 5lbs Achievable- Can it be done? Ensure that it is attainable. You want a balance of challenge, to keep you motivated, but not too hard as you might lose focus and experience feelings of anxiety and stress. Realistic- Make the goal one that is realistic and can be achieved in a certain timeframe TimeBound - the year starts on January 1st so time is not on your side so plan and use it wisely. Write down your goals/ resolutions and place it where you can look at it. So for 2018 make positive resolutions and go on to achieve them! HAPPY NEW YEAR!
CONGRATULATIONS to the winner of our Independence Dress Competition Mr. Devon Moore Devon will receive a LIAT Prize Pack. Stay tuned for more Jump Seat Contests CAUGHT ON CAMERA Ramp Coordinator Michael Crawford assist Don McPhail, Director General of ECCAA with the young passenger he was travelling with on a wet day in BGI! Great job Michael!
The Caribbean Airline
JUMP SEAT
Two Dominican children who were evacuated by LIAT relief flights stopped by to say ‘Thank You’ to LIAT. The children , Iakeda and Emmanuel Maynard accompanied by their mother Euann Joseph were thankful to Diana Cameron, Customer Service Manager who worked as support staff to the stations during the hurricane relief efforts and was there with the children on the flight. The children, who travelled as UMs to meet their Antiguan grandmother, were grateful and thanked DIana and LIAT for the opportunity to come to Antigua following the devastation caused by Hurricane Maria.
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