The Official Newsletter of Emilio T. González Aviation Director, Miami-Dade Aviation Department
Issue No. 1
Employee Spotlight
June 2013
Director’s Message
Your Name Your division I want to showcase our employees who deliver customer service excellence, so each month, we’ll spotlight an employee who has received written, positive comments from our internal or external customers. Featured employees will also receive lunch for two at Hotel MIA’s Top of the Port restaurant. Written customer comments come to us in letters and via customerserivce@miami-airport. com. The truth is, we are here because of our passengers – we can never lose sight of that. We’ll be developing more programs and services, as well as refining existing programs, to exceed customer expectations. After meeting the MIA team, I have no doubt we can do this
W
indow seats give the best perspective of what’s going on – the weather, ground conditions and views that, after almost three decades of travel, still delight me and fuel my imagination. Window seats give me perspective, and perspective affects how I approach everything. I believe good leadership is fueled by the art of communication, so in this first edition of my monthly newsletter, Window Seat, I’ll share my perspective on what I’ve seen so far about leadership and my vision for our future. I’m a former intelligence officer, and I learned a long time ago that you learn a lot more by listening than talking. My first impression of MDAD is one of amazement at the dedicated professionals who work here. I’ve been astounded to meet tenured folks, some with decades of service, who still have boundless enthusiasm for this place. I’ve also met new hires who have expressed genuine gratitude for the sense of family and purpose they’ve found with the Department. It’s clear to me, there is an institutional pride here that we will maintain and build upon.
© 2013 Miami-Dade Aviation Department / Miami international Airport. All rights reserved. Security Notice: This transmission may contain information regarding security matters which may be confidential and exempt pursuant to the Florida Statutes concerning public records. It is intended only for use by the individual or entity to which the transmission is addressed. If you received this transmission in error, please notify the sender immediately and destroy all copies of the original message. Please consider the environment before printing this e-mail.
The Official Newsletter of Emilio T. González Aviation Director, Miami-Dade Aviation Department
Issue No. 1
CUSTOMER COMMENTS
June 2013
Communication & technology
“What I like about the airport is that the layout is logical, and I find everybody to be very helpful and efficient and willing to help strangers with a foreign accent. -Leon Carstens Windhoek, Namibia
“There was a very quick check-in and a friendly staff. There are plenty of restaurants and cafes. People have been very accommodating. The airport is very efficient.” -Gillian McKenzie Kent, England
“The service provided was truly outstanding and if he is representative of your staff you should be extremely proud. Superb service and with significant value added very well done and thank you.” – David Tyler Caxton Close, Andover, UK
“This gentleman was truly our savior that day and there aren’t enough words to say to tell him how grateful we were… It is not every day that you come across someone that is genuinely kind.” – Jessica DaSilva Boston, Massachusetts
Communication and technology play an important part in my plan for the Department and for MIA. In today’s world, we need to leverage all the tools available to us to seize a competitive edge. One such strategic tool is social media. On June 19, we launched MIA’s Facebook and Twitter platforms. Airports with clever strategies, and we plan to be one of them, have thousands of followers. Our social media channels will be used to promote our brand, programs and services, and to educate our passengers. https://www.facebook.com/IflyMIA https://twitter.com/iflymia But social media is not a substitute for a business’ website. MIA’s website is attractive and informative – it also needs to stay current and accurate. Over the last 12 months, an astounding 10,285,906 people viewed our site. Our passengers and visitors speak to us via the web, as they will through social media. Our job is to listen and learn. You may find these statistics about our website and who’s visiting our pages interesting: http://www.miami-airport.com/Reports/web-12-months.pdf http://www.miami-airport.com/Reports/web-visits-countries-12-months.pdf We’re also revamping our Intranet site and re-naming it MyMIA. It’s critical that you have the latest news, information and resources. MyMIA will be an important new part of our communication enhancements. You’ll still be able to count on finding forms and useful information on the site, but watch for many new features. If you have any suggestions for the site, send them to MyMIA@miami-airport.com or interoffice suggestions to my office.
© 2013 Miami-Dade Aviation Department / Miami international Airport. All rights reserved. Security Notice: This transmission may contain information regarding security matters which may be confidential and exempt pursuant to the Florida Statutes concerning public records. It is intended only for use by the individual or entity to which the transmission is addressed. If you received this transmission in error, please notify the sender immediately and destroy all copies of the original message. Please consider the environment before printing this e-mail.
Issue No. 1
The Official Newsletter of Emilio T. González Aviation Director, Miami-Dade Aviation Department
June 2013
our look & our services
One of the things we’ll be doing is enhancing amenities such as taxi service. Our passengers want cleaner cabs and more courteous service. Working with our Landside team, we’re going to provide that. We’re also going to change the uniforms for employees in our Operations and Security divisions. We’re going to an aviator-style shirt for a more tailored look.
our future A large portion of our middle and upper-management are in the DROP or eligible for retirement. We can’t afford to lose such talent without a viable plan for succession. We need to invest in our future leaders through training and leadership skills. Customer service and technical training are also important. Investing in people pays big dividends. We can’t afford not to do it and, frankly, it’s just the right thing to do. For years before I became Director, MIA was in the construction business to complete our $6.4 billion capital improvement program. Now, with award-winning facilities, we’re back to our core mission of running an airport. It’s critical to me that those of you in the field have the tools you need to get the mission accomplished. We’ll work on that as well.
what makes us unique On May 2, my wife and I met with the diplomatic corps at a reception in the consular lounge. MIA was the first U.S. airport to have a Protocol office that now serves Miami’s 70 plus foreign consulates. Congratulations to our Protocol office for their outstanding work in welcoming and expediting diplomats.
© 2013 Miami-Dade Aviation Department / Miami international Airport. All rights reserved. Security Notice: This transmission may contain information regarding security matters which may be confidential and exempt pursuant to the Florida Statutes concerning public records. It is intended only for use by the individual or entity to which the transmission is addressed. If you received this transmission in error, please notify the sender immediately and destroy all copies of the original message. Please consider the environment before printing this e-mail.
Issue No. 1
The Official Newsletter of Emilio T. González Aviation Director, Miami-Dade Aviation Department
June 2013
My wife and I also thoroughly enjoyed attending our first MIA volunteer event, where the Department named MIA’s Volunteer of the Year. My dog, Claymore, a French bulldog, was thrilled when we told him that this year’s winner was Volunteer Ambassador Liz Miller and her beautiful golden retriever, Casey. Casey has become somewhat of a star here at MIA, with her own webpage http://www. miami-airport.com/casey.asp, trading card and segment on Airport 24/7: Miami. http://www.travelchannel.com/video/an-id-badge-for-casey
© 2013 Miami-Dade Aviation Department / Miami international Airport. All rights reserved. Security Notice: This transmission may contain information regarding security matters which may be confidential and exempt pursuant to the Florida Statutes concerning public records. It is intended only for use by the individual or entity to which the transmission is addressed. If you received this transmission in error, please notify the sender immediately and destroy all copies of the original message. Please consider the environment before printing this e-mail.
Issue No. 1
The Official Newsletter of Emilio T. González Aviation Director, Miami-Dade Aviation Department
June 2013
Speaking of Airport 24/7: Miami, we are about half way into our 19-episode commitment for season two of Airport 24/7: Miami. Over 18 million people watched the shows during season one, and this season’s feedback is excellent. By far, the number one comment from folks who watch the show is, “I didn’t know you all did all that!” And frankly, that’s the main reason we are doing the show – to let the world know that MIA is filled with ordinary employees doing extraordinary things. The nine characters and, in particular, the seven MDAD employees featured on the show, are helping to tell the story of all 1,400 Aviation Department employees. Aside from the show, Travel Channel’s webpage has lots of promotional information on MIA. Frankly, we couldn’t buy such publicity. It’s good stuff – keep watching: http://search.travelchannel.com/travel/mia-fun-facts/index.html
safety & security The connections I’ve made in the private sector as Director of U.S. Citizenship and Immigration Services, and in the U.S. Army, have already been helpful in making sure MIA’s issues are heard at the highest possible levels. Recently, I met with U.S. Congressman Hal Rogers, the head of the House Appropriations Committee, to discuss MIA’s lack of Customs and Border Protection (CBP) inspectors. MIA was woefully short of CBP inspectors before the federal sequester was implemented on March 1. That shortage and the budget cuts are having a devastating effect on arriving international passengers. My hat’s off to our Terminal Operations team, which each day manages the thousands of arriving international passengers. Recently, I also met with U.S. Army General Charles Jacoby, commander of North American Aerospace Defense Command (NORAD) and U.S. Northern Command (NORTHCOM). One of the things we discussed was Operation Noble Eagle (ONE). ONE is the extensive air defense effort designed to prevent a recurrence of Sept. 11-style air attacks on America. In July, I’m going to Peterson Air Force Base in Colorado Springs to continue my discussion with the General about the importance of protecting our country and how MIA might help in this mission. Here’s a video on ONE: http://video.foxnews.com/v/1147861286001/inside-operation-noble-eagle/
F-15 assigned to the 125th Fighter Wing, Detachment 1, flies over the skies of Southern Florida. U.S. Air Force photo by Master Sgt. Shaun Withers © 2013 Miami-Dade Aviation Department / Miami international Airport. All rights reserved. Security Notice: This transmission may contain information regarding security matters which may be confidential and exempt pursuant to the Florida Statutes concerning public records. It is intended only for use by the individual or entity to which the transmission is addressed. If you received this transmission in error, please notify the sender immediately and destroy all copies of the original message. Please consider the environment before printing this e-mail.
Issue No. 1
The Official Newsletter of Emilio T. González Aviation Director, Miami-Dade Aviation Department
June 2013
customer service At the top of my list, along with security, is our ultimate goal of customer service. We’re here to personalize MIA and to demonstrate at each passenger touch point that we’re an airport with a heart and that we care about our customers. Several weeks ago, I ran into two Brazilian police officers in the Concourse E lobby elevator, who were unable to travel because they didn’t have proof of their inoculations. Using my broken Portuguese, my office and I assisted them. Assisting us was Cristina Desdunes, from Terminal Ops, whose command of Portuguese helped unravel the problem and find solutions. I think the two officers were stunned at the level of service they received. It took hours, but they were able to make their flight to the Bahamas. For me, it was just a small taste of what so many of you do each and every day to help our passengers. Recently, someone asked me how I liked my new position. My response – “I’m living the dream; the view from my window seat is amazing.” Fasten your seatbelts; there’s lots we’re going to do.
© 2013 Miami-Dade Aviation Department / Miami international Airport. All rights reserved. Security Notice: This transmission may contain information regarding security matters which may be confidential and exempt pursuant to the Florida Statutes concerning public records. It is intended only for use by the individual or entity to which the transmission is addressed. If you received this transmission in error, please notify the sender immediately and destroy all copies of the original message. Please consider the environment before printing this e-mail.