1. Art and Diseño

September - October 2014
Volume 18
Back to School
With Style
We are pleased to announce another record-breaking School Supply Giveaway
was held on August 9, 2014. Through generous donations and compassionate
assistance from our volunteers, we were able to provide supplies for more than
540 children in more than 300 families.
This year’s event included some familiar traditions. Frosty snow cones provided
a cool respite from the summer heat, and carnival games gave everyone a
chance to be a winner. Glitter tattoos and free storybooks were available to all
attendees. Each child had a chance to win a raffle prize, and each family
could enter to win Universal Studios and Solar Bears tickets.
We also introduced some fresh entertainment elements this
year: An all-new “Cookie the Clown” was in attendance, creating
fun balloon hats and toys for everyone. “DJ Bob” was another
popular addition, spinning cool tunes and encouraging
everyone to dance to the beat.
A spirit of generosity is strong in the Mears community,
demonstrated time and again with each sponsored event.
Special thanks to all who donated supplies, books and
time to make our 2014 School Supply Giveaway a
wonderful success!
Continued on Page 2...
Issue 5
COMPANY NEWS
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2014 School Supply Giveaway
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Volunteers
Alicia Reece
David Thomas
Karen Diaz
Amy Taylor
Duane Slater
Katara Slater
Ann-Ka Fritz
Duane Slater, Jr.
Kiara Reece
Ariel Christenson
Gabriel Pellegrin
Kim Bryant
Beatriz Martinez
George LeGault
Lydia Cortez
Bill Langbein
Grace Herzog
Lynn Pool
Bob Brehove
Gwynn Sutterby
Marcia Lapetina
Bob Rutherford
Isabella Slater
Mark Enix
Butch Sawyer
Jacob Gregoire
Martha Fernandez
Carlos Collazo
Janice Lowe
Matthew Savoie
Cathy Enix
Jiana Gregoire
Michael Ford
Cathy Larson
Jim Ungvary
Mickie Goelz
Chris Earl
John Wolfe
Molly Gravitte
Chuck Williams
Jordan Gregoire
Olga Ungvary
Chyna Slater
Jose Pujals
Pam Ward
Dan Ford
Joshua Gregoire
Pamela Ocana
Danielle Ford
Joy Fleming
Pete Savoie
Danny Robles
Julie James
Rhonda Gregoire
2
4,(9:054 6;0655,>:3,;;,9‹ September - October 2014
Abanet C harlemagne
Jacson Auguste
Al bert o Gal lardo
Jean Fleuranc ois
Alejandro Ber mudez
Jean Fleurvil
April B urton
Jorge De Mat os
Emad Klub
Laquinta Gaston
Ernst Noel
Latosha Mack
Exumene Saint-Cyr
Mar ia Mesa
Fr itz Gedeon
Mateos Asgedom
Heidi Ziegler
Mauricio Sier ra
Jack Henkle
Miguer lkange C ius
Roy Safeek
Said Grini
Syl ner Aldeus
Vanessa Velasquez
Wesner Jean Baptiste
W ilt ho Saintfelix
Robert Phelps
Rodger Schmidt
Rosemary Gates
Book Donations
Samantha Tyner
Augustin Jean Jonas
Sandy Esteves
Emmanuel Blema
Sarah Savoie
Shannon Gravitte
Julie James
Shelbi Patrick
Karen Keim
Sky Dominguez
Ligia Lammers
Lynn Pool
Steven Ouy
Vanessa Velasquez
Tiphanie Lopez
EMPLOYEE NEWS
WELCOME ABOARD
ON THE MOVE
Sarah FranksOHZQVPULK[OL4LHYZ:HSLZ6MÄJL
as a Sales Coordinator. Originally from North
Carolina, Sarah graduated from UCF’s Rosen
College with a Master’s degree in Hospitality
and Tourism Management. Sarah has an extensive
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LHYLL_JP[LK[VHUUV\UJL[OH[Susan
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Ayars has been appointed Mears
Transportation Manager-Airport
Operations at OIA. Susan’s duties will
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helps us strengthen our relationships with
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brings great insight into how our business operates, and she
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her new role.
>L^LSJVTLRhonda Gregoire as our new
Human Resources Manager. She brings with her
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various hotels in our region, as well as the
Orlando Country Club.
Katara SlaterOHZQVPULK[OL/\THU9LZV\YJLZ
:HML[`*SHPTZ[LHTHZAdministrative Support
Manager(UH[P]LVM4HZZHJO\ZL[[Z2H[HYH
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Manager for Wyndham Cypress Palms and
Island Club West. Her attitude, enthusiasm and
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BIRTH ANNOUNCEMENTS
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Mickie Goelz and
husband, Jeff,
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on May 29. Logan
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Stephanie Hotchkiss and
her husband, Matt, who
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Greco on his new title of Hello! Florida
+PYLJ[VYVM:[HMÄUN. We are pleased to have
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new position.
CONDOLENCES
3\_\Y`=LOPJSL*OH\MML\Y Phil McClellan
passed away on August 2, 2014. Phil
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We extend our sympathies to his family,
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Chauffeur Chandrashekhar Shinde
who passed away on May 31, 2014.
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with Mears in 2012.
4 ,( 9:05 4 6;06 5 5 ,> :3,;;,9‹ Septem be r - Oc t obe r 2014
3
EMPLOYEE NEWS
WEDDING ANNOUNCEMENT
25 YEARS
Hello! Florida Account
Executive Erin Considine and
Wes Feldman were married on
June 28, 2014. Best wishes to
the happy couple!
Skip Havener
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EXAMPLE OF EXCELLENCE
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Sosa has served thousands
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our “Mystery Shopper”
observed him aboard Disney’s
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Congratulations to Nestor for
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Here’s what the shopper had
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“As Nestor boarded the coach he began to speak the
required script. He was clear and easy to hear his volume and pitch were perfect. He thanked
everyone for riding Disney’s Magical Express and his
announcements were verbatim from the protocol. The
video volume was set low, but not unreasonably. The
coach was clean and free of odors, and the temperature
was comfortable. Nestor drove safely, wore his seatbelt
and had a polite and friendly demeanor. He announced
our arrival to Disney as we approached the property
and pointed out the Disney sign as we drove under
the archway. He engaged the passengers with this,
and everyone cheered as we entered the Disney area.
Nestor announced each stop as he was about to arrive
at the different resorts. Each time, he reviewed the
luggage process, thanked guests for riding Disney’s
Magical Express and helped us exit the coach safely.
Nestor was professional, well-versed, and his skill was
appreciated. He was impressive in his performance.”
4
4,(9:054 6;0655,>:3,;;,9‹ September - October 2014
15 YEARS
David Crawford
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Heather Husom
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Krista Estepa
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Joseph Lenart
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Trudy Malcolm
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Bill MacLeod
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Luis Villegas
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EMPLOYEE NEWS
10 YEARS
Daniel Baran
4V[VY*VHJO6WLYH[VY
Gary Clark
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James Hickey
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Nysha Lucky
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Arnaldo Sanchez
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Erin Leonhardt
Sales Coordinator
Emily Nicolas
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5 YEARS
Anthony Doski
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Web Developer
Valerie Hershiser
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1 YEAR
Luis Alves, MDS
9LKV\HU(V\Ä MDS
Victoria Belizaire, MDS
Eric Bradley, MDS
Michael Bridges, Jr., MDS
Fito Briseus, MDS
Donald Cerasa, MDS
Tamara Chambers, MDS
Todd Coleman, MDS
Kimberlee Davis, HF
Jephte Desormeau, MDS
Andrew Dignam, MDS
Marion Douglas, CCC
Djimmy Fleurima, MDS
Timothy Foster, MDS
Timothy Hall, MDS
Eldon Hammonds, MDS
Youness Houkaik, MDS
Krista Krolak, HAZ
Olondi Legrand, MDS
Aida Leon, MDS
Michael McAllister, HF
Erik McCandless, HF
Steven Marchese, MDS
David Meyer, MDS
Salaheddeen Mohammed, MDS
Lisselott Moor, MDS
Adjani Nicholson , HF
Gail Ortega, CCC
John Ortiz, MDS
Steven Ouy, CCC
Miguel Pedraza, MDS
Quinilio Peguero, MDS
Yvon Saint Louis, MDS
Jean Saint Marc, MDS
Darryl Saunders, MDS
Andreas Schwab, MDS
Maurice Smith, MDS
Zethro Smith, MDS
Jefferson Thebaud, MDS
La Tia Thompson, MDS
Marcha Thompson, CCC
Eudis Valerio, MDS
David Vega, MDS
Gregory Vernet, MDS
Nicole Walker, HF
Katina Williams, MDS
4 ,( 9:05 4 6;06 5 5 ,> :3,;;,9‹ Septem be r - Oc t obe r 2014
5
COMPANY NEWS
401(k) Savings Plan Quarterly Updates and Enrollment
UPDATES:
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September 1, 2014. Participants may modify their contributions by completing a new “Paycheck Contribution Election” form
prior to September 26, 2014.;OLUL^JVU[YPI\[PVUZ^PSSILNPU^P[O`V\YÄYZ[WH`JOLJRPU6J[VILY0M`V\KVUV[JVTWSL[L
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1017 S. Division Ave.
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ENROLLMENT:
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OH]LILLULSPNPISLI\[OH]LUV[`L[WHY[PJPWH[LKPU[OL7SHU`V\^PSSILYLX\PYLK
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SunTrust will be on site to assist in the enrollment. If you are eligible to enroll
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information on how to enroll in the Plan.
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1, 2014, your supervisor will notify you of your meeting date and time. If
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6
4,(9:054 6;0655,>:3,;;,9‹ September - October 2014
COMPANY NEWS
Expedia Names Mears
“Transportation Partner of the Year”
KUDOS
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2<+6:[V4V[VY*VHJO6WLYH[VY John Ortiz!
“Recently my DME motor coach had mechanical
issues on the 417. I was going to Disney and I
called for a rescue coach for my guests. To my
and my guests’ amazement, John Ortiz was
there in a couple of minutes to transfer the
guests and the luggage. The guests were very
impressed with his quick work. Pardon the pun
but he was ‘Johnny on the spot.’”
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Training Manager David Thomas!
Linda Chalfant, Shuttle Driver, displays our ELE Transportation Partner of the Year trophy.
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“I would like to commend David Thomas. I
had the pleasure of being a part of the Mears
Luxury Fleet Chauffeur Familiarization program
on Thursday and Friday. The experience was
such a pleasure because of the enthusiasm
and professionalism of Mr. Thomas. It is a rare
occurrence to meet someone who carries such
pride and excitement for what he does, but Mr.
Thomas portrayed that there was no other place
he would rather be each day. Just being in this
class motivated me to show the same pride and
enthusiasm during my day, and although I was
only there as an observer, Mr. Thomas had even
me convinced I’d want to drive a Mears vehicle.
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values, and I look forward to working with him
in the future.”
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Supporting Our Next Generation of First Responders
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was proud to sponsor the Orlando Teen
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events this summer that provided students
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Mears Transportation for the wonderful
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not have been possible without Mears
Transportation. In addition, we were
the envy of all groups who were visiting
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provided the students with anywhere near
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4 ,( 9:05 4 6;06 5 5 ,> :3,;;,9‹ Septem be r - Oc t obe r 2014
7
COMPANY NEWS
Co mmit
to be
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programs. Our talented employees submitted a
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slogans that were judged by a panel of
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names of the entrants were not shared
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to represent our Health and
Wellness initiatives everywhere.
Congratulations to Steven and Lydia,
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The Holiday Inn Sunspree LBV
(location code#1070) is now
Holiday Inn Resort Orlando
13351 State Road 535
Orlando, FL 32821
407-239-4500
Shuttle Zone 4
Luxury Vehicle Zone 143
Taxi Zone 804
8
4,(9:054 6;0655,>:3,;;,9‹ September - October 2014
The Ramada Maingate West
(location code #1252) is now
Magnuson Grand Hotel Maingate West
7491 W. Hwy. 192
Kissimmee, FL 34747
407-396-6000
Shuttle Zone 4
Luxury Vehicle Zone 162
Taxi Zone 354
COMPANY NEWS
All Aboard the LEGOLAND® Shuttle!
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the age of three.
All passengers need a reservation to guarantee a seat,
HUKYLZLY]H[PVUZT\Z[ILTHKLOV\YZPUHK]HUJLH[
O[[W!ÅVYPKHSLNVSHUKJVTLUI\`F[PJRL[Z(KTPZZPVU
;PJRL[ZZO\[[SL.\LZ[Z^P[OV\[HYLZLY]H[PVUTH`IL
HJJVTTVKH[LKKLWLUKPUNVUZWHJLH]HPSHIPSP[`HUK[OVZL
ZLH[ZHYLZVSKVUHÄYZ[JVTLÄYZ[ZLY]LKIHZPZ
;OLZO\[[SLKLWHY[ZWYVTW[S`H[ HTMYVT0+YP]LH[
<UP]LYZHS)S]KHUKYL[\YUZ[V6YSHUKV^OLU[OLWHYR
JSVZLZJSVZPUN[PTL]HYPLZI`KH`7HYRPUNPZMYLLH[[OL
0+YP]L3,.63(5+N\LZ[WHYRPUNKLJR
;OL3,.63(5+:O\[[SLSL[ZMHTPSPLZLUQV`[OLPY[YH]LS
time together in a fun and safe way without the worry
VMUH]PNH[PUNVYWHYRPUN-VYTVYLPUMVYTH[PVUJHSS
VY]PZP[O[[W!ÅVYPKHSLNVSHUKJVTLUI\`F
[PJRL[Z(KTPZZPVU;PJRL[ZZO\[[SLZO\[[SLFMHX
CUSTOMER COMMENTS
/VWL(KHT=PJL7YLZPKLU[:LY]PJL4HZ[LYVM-HYNV4VVYOLHK
HWWYLJPH[LK[OLZLY]PJLWYV]PKLKI`3\_\Y`=LOPJSL*OH\MML\Y
Vitorio Neves!
Dr. Don Li, Senior Manager, R & D, with RTI International
4L[HSZL_WYLZZLKOPZNYH[P[\KLMVY3\_\Y`=LOPJSL
Chauffeur Shakawat “AKM” Hussain!
“Vitorio picked us up at the airport. We had a 4-month-old
baby with us, and Vitorio was so helpful and concerned that
everything was good with the baby. We had him pick us up at
the Rosen Shingle Creek Resort as much as possible during our
stay, as we took in some of the Disney parks and attractions.
He was always kind, gracious, very professional, and always
concerned that everything was good for the baby as well as
for us. I had originally booked a luxury sedan to pick us up
but decided to pay for the upgrade to a Luxury SUV so Vitorio
could also drive us back to the airport on our departure day so
we could see him one more time and thank him for all he had
done to make our trips around Orlando comfortable.
“I left my cell phone on the back seat of the vehicle driven
by Mr. Hussain. He found my phone and mailed it back to
me. I really appreciate his kindness and help, and I want
to make sure the management of your town car division is
aware as well.”
“Vitorio is one-of-a-kind. As one business owner/manager to
another, I hope you do not overlook the special gift you have
in this man and his admirable service to your company. Thank
you for sharing Vitorio with me, my daughter and grandson
during our stay in Orlando!”
*VYL=HS\LZ!,U[O\ZPHZT:HML[`9LZWLJ[
Sales Coordinator Erin Leonhardt HUK4V[VY*VHJO6WLYH[VY
Edwin NievesYLJLP]LK[OPZUV[LVMHWWYLJPH[PVUMYVT*HYVSPUL
+LSNHKV3VJH[PVU+PYLJ[VY^P[O)YPNO[:[HY[7LKPH[YPJZ!
“Thank you! We had a great trip. Your driver, Edwin, was very
courteous and on time. Once again thank you!”
Business Manager Rosemary Gates, Senior Sales
Coordinator Rachel Bustamante and Travel Industry Sales
Coordinator Jose Ulmos^LYL[OHURLKI`*OYPZ/PNNPUZ
^P[O>VYSK*SHZZ=HJH[PVUZ>*=!
“A big ‘thank you’ to you and your staff. It has been a
[LYYPÄJZLHZVU^P[O>*=;OHURZMVYHSS`V\YZ\WWVY[@V\
have an excellent team!”
*VYL=HS\LZ!0U[LNYP[`,U[O\ZPHZT
*VYL=HS\LZ!9LZWLJ[,U[O\ZPHZT
*OYPZ,SSPZ;YH]LS0UK\Z[Y`:HSLZHUK4HYRL[PUN4HUHNLY
^P[O=PZP[6YSHUKVŽOHKNYLH[[OPUNZ[VZH`HIV\[3\_\Y`
=LOPJSL*OH\MML\YLucas Barroso!
;HTT`>PNNZ^P[O[OL:VJPL[`MVY/\THU9LZV\YJL
Management praised Sales Coordinator Alyssa McDermott
HUK3\_\Y`=LOPJSL*OH\MML\YZMichael Brathwaite, Joseph
Fils, Antonio Hodge, Yves Isaac, Luis Orrego, Franck Paul,
Jose Paul, Daniel Rich, Hemwattie Singh, Dallas Suarez,
Olmy Talent, Fernando Trujano and Gregely Wilson!
“We all write letters of complaint but rarely write letters of
compliment. This is a letter to express our thanks to one of
our drivers.
“Lucas was assigned to drive two guests from Norwegian
Airlines to various meetings for two days. He was always
there on time waiting for them and prepared to go that
extra mile to ensure their visit was enjoyable. I had dinner
with the guests and they both commented on the excellent
service provided by Lucas. As the saying goes, ‘It takes a
village’ and with Lucas’ help they are very impressed
with Orlando.
“Please thank Lucas for his excellent work.”
“I wanted to say thank you, and let you know that the
services provided to our board members to and from
the airport exceeded expectations. All drivers were on
schedule and polite. Our board members commented
that they had no issues, and each time I followed up on a
scheduled pick-up, the driver was onsite and ready to go.
It was a pleasure working with you, and I would use and
recommend Mears in the future.”
*VYL=HS\LZ!9LZWLJ[,MÄJPLUJ`,U[O\ZPHZT
*VYL=HS\LZ!,MÄJPLUJ`,U[O\ZPHZT
*VYL=HS\LZ!9LZWLJ[,MÄJPLUJ`
4 ,( 9:05 4 6;06 5 5 ,> :3,;;,9‹ Septem be r - Oc t obe r 2014
9
CUSTOMER COMMENTS
EXAMPLES OF
EXCELLENCE
Safety Investigator Carl Head
YLJLP]LK[OPZJVTTLUKH[PVU
MYVT6HRSHUK»Z*OPLMVM7VSPJL
:[L]LU9;OVTHZ!
¸6MÄJLYZMYVTV\YKLWHY[TLU[
responded to a missing and
endangered juvenile complaint.
In the middle of the night, the teen, who suffers from
post-traumatic stress disorder, disappeared from
her home without taking any personal belongings.
6\YVMÄJLYZJVUK\J[LKHULPNOIVYOVVKZLHYJO^P[O
negative results.
“Soon after our detective began his follow-up
investigation, he developed a person of interest
who resided near Richmond, Virginia. Based on
information that was developed, detective McDonnell
felt that the subject may have taken a bus and used
public transportation to travel to our area. With this in
mind, and understanding that Mears Transportation is
a leader in this industry, he reached out to you
for assistance.
“You worked tirelessly as you tried to track this subject
and you were ultimately able to determine that he
traveled to our area by Greyhound bus and then used
taxis to transport him from place to place. At one
point he hired a taxi to drive to Oakland, where he
picked up the missing teen.
“With your help he was ultimately located at a hotel
in Orlando, where we found him and the victim. She
was unharmed and as it turned out, had made plans
with this subject to leave the state. She has now been
reunited with her family and the State Attorney’s
6MÄJLPZYL]PL^PUN[OPZJHZL[VZLLPMJOHYNLZZOV\SK
ILÄSLK
“On behalf of the victim, her family and the Oakland
Police Department, I would like to thank you for
your hard work and dedication in helping us solve
this case.”
*VYL=HS\LZ!:HML[`0U[LNYP[`,MÄJPLUJ`
+PZUL`»Z4HNPJHS,_WYLZZ)VHYKPUN
Representative Amanda Sookraj
YLJLP]LK[OLHWWYLJPH[PVUVM
5HUJ`;PLKQLUZ)PNV[^P[O
+PZUL`»Z4HNPJHS,_WYLZZ;YHPUPUN
;LHT60(!
“I would like to recognize and
thank Amanda for doing an outstanding job assisting
a Guest from Port Orleans Riverside. The Guest left his
breathing machine at the resort and Amanda handled the
situation with ease. She called the resort and arranged for
the breathing machine to be brought to the airport before
[OL.\LZ[»ZÅPNO[;OHUR`V\[V(THUKHMVY`V\YL_JLSSLU[
Guest Service!”
Travel Industry Sales Coordinator Jose Ulmos^HZ[OHURLKI`
:\ZHU/\IIHYK;V\Y7SHUULY^P[O)VI5LMM;V\YZ!
4V[VY*VHJO6WLYH[VY Dan Lawler ^HZ[OHURLKI`(KYPHUH
+H*VZ[H^P[O4HYYPV[[=HJH[PVUZ>VYSK^PKL!
“Thank you so much for your very helpful and professional
service to us. Our tour director spoke so highly of your
company and every person she met and spoke with at Mears.”
“Thank you. The coach driver was fantastic - 10 out of 10.”
*VYL=HS\LZ!9LZWLJ[,U[O\ZPHZT
3\_\Y`=LOPJSL*OH\MML\YFernando Pinzon^HZJVTWSPTLU[LK
I`4H[[:JOHSR9LNPVUHS9L]LU\L+PYLJ[VY^P[O/`H[[!
“I received amazing service from Fernando. He was very
pleasant and genuine. I work for Hyatt Hotels and am
consistently traveling to Orlando. I plan on utilizing Fernando
for my transportation needs during future visits to Orlando.
You have an exceptional associate in Fernando and I know
(working in the hospitality industry) these are not always easy
to come by.”
*VYL=HS\LZ!,U[O\ZPHZT9LZWLJ[
:[YL[JO3PTV\ZPUL*OH\MML\YSam Masieh earned this
JVTWSPTLU[YLJLU[S`!
¸>LOHKHNYLH[L_WLYPLUJL6\YKYP]LY:HT^HZ[LYYPÄJ
timely, friendly, knowledgeable. Thanks again.”
*VYL=HS\LZ!,U[O\ZPHZT,MÄJPLUJ`
/LSSV3HZ=LNHZ+PYLJ[VYVM6WLYH[PVUZ Kristina Ghiloni,
:LUPVY(JJV\U[,_LJ\[P]LRebekah Johnson and Field Staffers
Pete Santarini and DeAnna Brooks^LYLJVTWSPTLU[LK
by Leyla Conlan, Operations Manager with Ann Arbor
(UU\P[`,_JOHUNL!
“Just did my survey; I gave you glowing reviews - well
deserved, of course!
“This was our best event ever. People cannot stop talking
about Richard Petty and they were super impressed with the
plaques. They loved it and want to do it again next year. MIX
[restaurant] was so outstanding. They did such a great job and
their service was exceptional. The violin player is so great; she
^VYRZ[OLYVVTZV^LSS>LKLÄUP[LS`^HU[[V\ZLOLYHNHPU
Please pass my comments along to your boss. I want him to
know how pleased we all are!
¸9LHSS`YLHSS`NYLH[QVISHKPLZMYVTZ[HY[[VÄUPZO0OH]L
high expectations to begin with and you both exceeded
my expectations!
“P.S.: Pete and Deanna were great as well.”
*VYL=HS\LZ!,MÄJPLUJ`,U[O\ZPHZT
3\_\Y`=LOPJSL*OH\MML\YJean Benoit earned this note
VMHWWYLJPH[PVU!
“I would like to congratulate you on the excellent service
Jean provided. He took such good care of my family that we
used him for all our travel in Orlando. He is a credit to your
company, and we will request his service every time we visit.
Thank you, and please thank Mr. Benoit on behalf of my wife
and daughter.”
*VYL=HS\LZ!,U[O\ZPHZT9LZWLJ[
*VYL=HS\LZ!,U[O\ZPHZT,MÄJPLUJ`
10
4,(9:054 6;0655,>:3,;;,9‹ September - October 2014
*VYL=HS\LZ!,U[O\ZPHZT:HML[`
3H\YPL-VYK5H[PVUHS)\ZPULZZ4HUHNLY,.+PZ[YPI\[PVU^P[O
/L^SL[[7HJRHYK*HUHKHWYHPZLK3\_\Y`=LOPJSL*OH\MML\Y
Jim Shepherd!
“I was in Orlando on business and had a single day to enjoy
a.) warmth (I am from Toronto); and b.) a little retail therapy. I
was traveling with a colleague and we had the good fortune to
bump into Jim Shepherd at the Marriott.
“Jim saved us from a questionable taxi driver who tried to
scoop us at the Marriott, which was much appreciated. (I’ve
been the victim of scam artists before.) Further, my colleague
and I were fully loaded with our luggage, as we planned to
stop by Macy’s and then head on to the airport. Jim not only
dropped us off at Macy’s, he even held onto our larger
luggage for a couple of hours before he returned to take us
to the airport. A great customer service experience all the
way around.
“As you can see, I work for Hewlett-Packard. The only thing
that stands between HP and ‘everyone else’ is my personal
effort to provide customers with extraordinary experiences. It
is always a pleasure when I receive the same.”
*VYL=HS\LZ!9LZWLJ[0U[LNYP[`,U[O\ZPHZT
(OHWW`J\Z[VTLYWYHPZLK/LSSV-SVYPKH(JJV\U[4HUHNLY
Melanie Patalano!
¸;OHUR`V\MVY4LSHUPL)V`ZOLPZHÄUKHUKHRLLWLY
Hello! Florida is one group that I know is seamless and it is
people like Melanie who make it all work. She is amazing!”
*VYL=HS\LZ!,U[O\ZPHZT,MÄJPLUJ`
Sales Coordinator Nancy Provenzano HUK4V[VY*VHJO
Operator Steve AllenWYV]PKLKNYLH[ZLY]PJL[V:OHUUVU
)V^SPU^P[O(YIVY9PKNL,SLTLU[HY`:JOVVS!
¸;OHUR`V\MVYHSS`V\YOLSWPUWSHUUPUNV\YÄLSK[YPW0[
is a very hectic task and you were helpful by answering
my multiple questions and making me feel at ease. The
coach was on time, clean and the driver was courteous
and knowledgeable. The transportation to and from was
perfect! Please pass this information on to your customer
service representative because everyone involved needs to
ILJVTTLUKLK0^PSSKLÄUP[LS`YLJVTTLUK4LHYZ[VT`
colleagues for future trips. Thanks again for making our
trip successful!”
*VYL=HS\LZ!9LZWLJ[,MÄJPLUJ`,U[O\ZPHZT
City Cab Driver Jose Soto^HZ[OHURLKI`HJ\Z[VTLYMYVT[OL
<UP[LK2PUNKVT!
“A big thank you to Jose for his excellent service to my family
whilst in Orlando. He gave us a lot of valuable information.”
*VYL=HS\LZ!,U[O\ZPHZT9LZWLJ[
CUSTOMER COMMENTS
3PZH3VWLa^P[O4HYP[a;YH]LSWYHPZLK/LSSV-SVYPKH(JJV\U[
,_LJ\[P]LEmily Nicolas(JJV\U[4HUHNLYMichael Schultz
HUK:HSLZ(ZZVJPH[LNicole Tukel!
“Thanks to a great working relationship that Maritz has with
Hello! our UBS Leadership Council program was a success! I
have been fortunate enough to work with Hello! in Arizona,
Florida and Las Vegas! I look forward to continue working with
Hello! on future programs.”
*VYL=HS\LZ!,U[O\ZPHZT,MÄJPLUJ`
7LUU`*HZZPK`^P[O:PLTLUZJVTWSPTLU[LK)\ZPULZZ4HUHNLY
Rosemary GatesHUK4V[VY*VHJO6WLYH[VYGeorge Blum!
“Thank you for all of your help! George was wonderful to
work with and the Baton Pass Day (a campaign to support
innovative, accelerated cancer research) was a great success!”
1HUL[(TVZ7YPIHUPJ*OPLM6WLYH[PUN6MÄJLY^P[O1VOU+HUPLS
(ZZVJPH[LZOHK[OPZ[VZH`HIV\[3\_\Y`=LOPJSL*OH\MML\Y
Carlos Guerreiro!
“Please accept this note as a ‘well done’ for Mr. Carlos
Guerreiro. I was traveling in Orlando and was fortunate that
Carlos was my driver to return to the airport. Upon leaving, I
shared that I was returning in June, and asked if it would be
possible to get him again.
“Carlos said yes, he could indeed take care of our rides again
in June. It was such a pleasure working with him, and I would
simply like to make you aware of his professionalism, kindness,
and sincere work ethic. Those qualities are not so often found
these days. He was great in all our communications, and
because he committed to drive me, he came out on his day off
to take us back to the airport.
“I seldom write notes of this kind, and sincerely hope you
YLJVNUPaL[OLILULÄ[VMZ\JOHJOH\MML\Y¹
*VYL=HS\LZ!,MÄJPLUJ`,U[O\ZPHZT
*VYL=HS\LZ!,U[O\ZPHZT9LZWLJ[
/LSSV>HZOPUN[VU+*+PYLJ[VYVM6WLYH[PVUZLauren Beegal
WYV]PKLKNYLH[ZLY]PJL[V3PZH/VMMTHU3PULYV=PJL7YLZPKLU[
VM(JJV\U[:LY]PJLZ^P[O:[HYTHYR!
/LSSV-SVYPKH(JJV\U[4HUHNLYSummer Roberts YLJLP]LK
[OLZL^VYKZVMWYHPZL!
“What a fabulous event we had at Rosa Mexicano. Let me
start by saying that we are not easy to work with. We are very
particular and we want only the best. It takes the best talent
to make that happen. Lauren Beegal is truly outstanding. The
SL]LSVMZLY]PJLZOLWYV]PKLK^HZL_JLW[PVUHS-YVTÄUKPUN[OL
perfect location (an almost impossible task) to anticipating our
needs, possible challenges, additional fees, etc., Lauren did not
miss a beat. I have no idea how she remained so happy and
energetic through a very long day. We came to her at the last
moment and announced an unanticipated cocktail reception
[OH[OHK[VILZL[\WPUZ[HU[S`3H\YLUKPKU»[L]LUÅPUJO:OL
found a way to do it and she just made it happen. She has a
secret bag of tricks no matter what the challenge. Bottom line,
Lauren is the type of professional we all wish to work with. You
have a rising star in your organization. Kudos to you.
“Thank you, Lauren. We enjoyed working with you and
learning from you. And thank you, Hello! Washington D.C. You
helped make Greater Fort Lauderdale truly shine.”
*VYL=HS\LZ!,U[O\ZPHZT,MÄJPLUJ`9LZWLJ[
1HTLZ.YVZZV.LULYHS4HUHNLYVM/PS[VU6YSHUKV3HRL)\LUH
=PZ[H^HZ]LY`WSLHZLK^P[O[OLZLY]PJLWYV]PKLKI`*VU[YHJ[
:LY]PJL4HUHNLY3\_\Y`=LOPJSL+P]PZPVU Rebecca Katsur!
“Rebecca, I have been receiving many compliments and
positive feedback on the services you have been providing at
V\YOV[LS0^P[ULZZLK`V\YOHUKZVUH[[LU[PVU[VHÅH^SLZZ
execution for the group.Thank you and keep it up. Your
services have not gone unnoticed. Great job!”
3LL)YHKSL`+PYLJ[VYVM*SPLU[:LY]PJLZHKKZ!
“Your continued dedication and ability to gain customer
JVUÄKLUJLPZYLHSS`THRPUNHKPMMLYLUJL@V\YLMMVY[ZHYLNYLH[S`
appreciated. Great job!”
*VYL=HS\LZ!,U[O\ZPHZT9LZWLJ[,MÄJPLUJ`
“Summer provided excellent service. She was right on target
with the many changes our attorneys made to their travel plans
throughout the course of our program. In every past event,
we have had some complaint due to transportation (missed
pick-ups, declined service, etc.). We had no such feedback this
year, which we consider a huge success.”
/LSSV-SVYPKH(JJV\U[,_LJ\[P]L4PJOLSSL>PSRPLHKKZ!
“I’d like to brag on Summer Roberts for her amazing job
OHUKSPUNV\Y2PYRSHUKHUK,SSPZJSPLU[Z:\TTLY»ZJVUÄKLUJL
and customer service left them with nothing but positive things
to say! Thank you Summer for your dedication and sleepless
nights keeping up with the hundreds of changes; it did not go
unnoticed and is very much appreciated!”
*VYL=HS\LZ!,U[O\ZPHZT,MÄJPLUJ`
+PYLJ[VYVM;H_P6WLYH[PVUZDavid Dease shared this heartfelt
UV[LVM[OHURZMYVT[OL-VVYKMHTPS`PU[OL<2!
“After having just returned to the UK from a week at Give Kids
the World with my family, I feel compelled and honoured to
thank all of your staff for the transport you provided so my son
could smile through the whole week. Thank you for helping us
to forget all the rubbish that comes with my son’s condition.
You are the friendliest bunch of people we have ever had the
privilege of meeting, from the bus drivers to the taxi drivers to
the people who manage your call centre. From the bottom of
our hearts we thank you and salute you.”
*VYL=HS\LZ!:HML[`9LZWLJ[
Sales Coordinator Peggy NanceHUK4V[VY*VHJO6WLYH[VYZ
Bobby Love and Christopher LuckieYLJLP]LK[OPZUV[LVM
[OHURZMYVT2HYLU/HUZLU^P[O,5/(5:,,]LU[Z!
“All went well with the ground transportation. The drivers were
on time, the vehicles were nice and we got to our destinations
in a timely fashion. Thanks so much for your help. It was great
working with Mears and I will use your company the next time
I’m in Florida.”
EXAMPLES OF
EXCELLENCE
,KKPL*OHU.\LZ[:LY]PJL
Coordinator with Walt Disney
Dolphin Hotel and Resort,
JVTTLUKLK[OLZLY]PJLWYV]PKLK
I`3\_\Y`=LOPJSL*OH\MML\Y
Daniel Rich!
“Daniel has been a huge asset
alongside our valet operation in providing great
customer service and professionalism as a Luxury
Town Car driver. Daniel is always very upbeat,
punctual and ready to serve with a smile on his face.
It is a pleasure to work with such a professional and
know that his work ethic exceeds my expectations
PU[OLÄLSKVMOVZWP[HSP[`0OH]LUVWYVISLT
recommending Daniel in any future endeavors or
opportunities that Mears Transportation may have
for him.”
9LILJJH2H[Z\Y*VU[YHJ[:LY]PJL4HUHNLY3\_\Y`
=LOPJSL+P]PZPVUHKKZ!
“Another great observation of a chauffeur. I could
not agree more with Eddie. Daniel is a great, positive
WYLZLUJLV\[PU[OLÄLSK¹
*VYL=HS\LZ!9LZWLJ[,U[O\ZPHZT
Marisa Mansour, Senior Catering & Convention
:LY]PJLZ4HUHNLY^P[O+PZUL`»Z@HJO[)LHJO*S\I
9LZVY[ZL_WYLZZLKOLY[OHURZMVY[OL^VUKLYM\S
ZLY]PJLZOLYLJLP]LKMYVT3\_\Y`=LOPJSL*OH\MML\Y
Glen Williams!
“Glen was SO FANTASTIC! Chad
and I both thought he was the
best person we could have been
blessed with to drive us to and
from the airport for our trip. He
taught us a lot about his time in
Orlando, was super personable
and genuine. Honestly, if every
driver is like him, Mears will never run out of business
opportunities.
“He even had a Winnie the Pooh video for Mikayla,
my 3-year-old daughter, to watch on the way home
– she was so spoiled! And of course she is now
convinced that the next time anyone comes to visit
us that ‘Gwen’ will pick them up from the airport and
bring them to our house.
“You spoiled us with great service and kindness –
thank you.”
*VYL=HS\LZ!9LZWLJ[,U[O\ZPHZT
*VYL=HS\LZ!,MÄJPLUJ`,U[O\ZPHZT
4 ,( 9:05 4 6;06 5 5 ,> :3,;;,9‹ Septem be r - Oc t obe r 2014
11
CUSTOMER COMMENTS
3\_\Y`=LOPJSL*OH\MML\YWalter HernandezYLJLP]LK[OL
HWWYLJPH[PVUVM[OPZJ\Z[VTLY!
“My family and I arranged transportation through Mears from
the Orlando Airport to a nearby hotel, then transportation
from the hotel to the Port of Tampa. Our driver for both trips
was Walter Hernandez. He was the most pleasant, most
considerate and most helpful driver! We really appreciated
his services. He was prompt and extremely friendly. We were
traveling with our four children. On our trip from the hotel in
Orlando to the Port of Tampa, Walter made sure the kids had a
DVD to watch on the way. That was fantastic! We just wanted
to say thanks again to Walter!”
*VYL=HS\LZ!9LZWLJ[,MÄJPLUJ`,U[O\ZPHZT
=P]PHU)H[[SL^P[O[OL*VJH*VSH*VTWHU`ZLU[OLY[OHURZ[V
Sales Coordinator Peggy Nance HUK4V[VY*VHJO6WLYH[VY
Carl Edwards!
“Thank you for all your help and support during our Technical
Forum and Juice Session in Lakeland and Apopka. Everything
went very well and the transportation during the week was
excellent. The group was very pleased and complimentary of
the service. I could not have done it without your help. I look
forward to the opportunity to work with you again in the
near future.”
*VYL=HS\LZ!,MÄJPLUJ`9LZWLJ[
Sales Coordinator Erin Leonhardt HUK4V[VY*VHJO6WLYH[VY
Edwin NievesYLJLP]LK[OPZUV[LVMHWWYLJPH[PVUMYVT*HYVSPUL
+LSNHKV3VJH[PVU+PYLJ[VY^P[O)YPNO[:[HY[7LKPH[YPJZ!
*SPLU[:LY]PJL4HUHNLYJoe Downey HUK+4,+PZWH[JOLY
George RiveraYLJLP]LK[OLZL^VYKZVMHWWYLJPH[PVUMYVT
7H\S:TPSL`.YV\WZ:LY]PJLZ4HUHNLY^P[O+PZUL`»Z
4HNPJHS,_WYLZZ!
“I could not have asked for any better partnership with your
team. Joe was on top of everything throughout the early
morning hours, and Dispatch provided the proper amount of
equipment all day. We heard lots of great feedback about how
much better an experience it was this year versus [our previous
experience with a different provider] in 2012. Please thank Joe,
George and the drivers again for an awesomely executed day.”
*VYL=HS\LZ!,MÄJPLUJ`9LZWLJ[,U[O\ZPHZT
3\_\Y`=LOPJSL*OH\MML\YYves Isaac ^HZ[OHURLKI`
[OPZJ\Z[VTLY!
“I want to compliment the driver who picked us up at the
airport. He is very professional, courteous and friendly. His
vehicle was spotless. We enjoyed him, and when we had to
leave Orlando we called him to take us back to the airport.
Please let Mr. Isaac know we appreciate him and if we return
to Orlando we will request him again.”
*VYL=HS\LZ!9LZWLJ[,U[O\ZPHZT
4V[VY*VHJO6WLYH[VYZDavid Masse and William Murphy
^LYL[OHURLKI`,TTH5PSZZVU(J[P]P[PLZHUK:HSLZ
*VVYKPUH[VY:;::[\KLU[;YH]LS:JOVVSZ>PUKLYTLYL
7YLWHYH[VY`:JOVVS!
“Thank you! We had a great trip. Your driver, Edwin, was very
courteous and on time. Once again thank you!”
“Could you please forward a message to the drivers who were
with us at Daytona Beach? They were both very friendly and
willing to help when I called them to stand ready with the
coaches in case a storm hit us. We really appreciated it.”
*VYL=HS\LZ!9LZWLJ[,MÄJPLUJ`
*VYL=HS\LZ!:HML[`,U[O\ZPHZT
NEWSLETTER CREDITS
Published bimonthly through the
teamwork of:
Cher Brutus, MDS Operations
Chris Earl, Safety
Joy Fleming, Employment
Rosemary Gates, Sales
Shannon Gravitte,.V]»[*VTT\UP[`9LSH[PVUZ
Rhonda Gregoire/\THU9LZV\YJLZ
Christy Hornbuckle, /LSSV-SVYPKH/VSS`^VVK
Heather Husom,/LSSV(YPaVUH
Julie James, Training & Development
Kraige Jean,4V[VY*VHJO6WLYH[PVUZ
Danielle Kambic, /LSSV>HZOPUN[VU+*
Greg Kaul, /LSSV;L_HZ
Colleen Gorman,/LSSV-SVYPKH6YSHUKV
Lynn Pool, Training & Development
David Taitano, Taxi Training
Jim Ungvary,/\THU9LZV\YJLZ
Heidi Ziegler, MDS Operations
Melissa Zorko,/LSSV3HZ=LNHZ
Layout and design by Stephanie Cruz
12
3\_\Y`=LOPJSL*OH\MML\YJohn GauthierYLJLP]LKHÄ]LZ[HY
YL]PL^MYVT*OYPZ[PUL/HUJVJR([[VYUL`([3H^!
“I was in Orlando for a 10-day conference. I used your
services for transportation while at the Marriott World Center.
John Gauthier was exceptional. I called him the rest of the stay
for transportation to dinner with clients, to go to meetings,
to go shopping and to go to the airport when I concluded
my conference.
“Mears advertises professionalism and service as the
number 1 priority for their guests. John is an example of
what ‘Professionalism’ and ‘Service’ mean. He dressed
professionally, he spoke professionally, he drove professionally
and more importantly, drove safely. He was very courteous
and respectful. His car was very clean and smelled clean
and he was very aware of my expectations and comfort. For
example, every time he picked me up, he always arrived early,
called to inform me that he had arrived, always had cold water,,
napkins and hand wipes for me. He had a phone charger for
my phone. He had a charger for my computer. He always
asked if the air conditioner temperature was satisfactory. When
it was raining he provided an umbrella for me.
“I will always call John when I am in Orlando for my
transportation requirements and will recommend that my
partners and friends call him. Mears should commend John for
representing Mears and himself in such an exemplary manner.””
*VYL=HS\LZ!9LZWLJ[:HML[`,MÄJPLUJ`,U[O\ZPHZT
4,(9:054 6;0655,>:3,;;,9‹ September - October 2014
EXAMPLES OF
EXCELLENCE
>PU[LY7HYR;H_P+YP]LYJose
AlmarazYLJLP]LK[OLNYH[P[\KL
VMHN\LZ[!
“I arrived at the Sanford Airport
with my wife, daughter and
4 young children. We needed
transportation to Lake Buena
Vista. [Our prior transportation company] texted
us that morning saying they would not be able to
accommodate us at that time. I went to the taxi stand
and they directed us to Jose. He gave us very good
service to the hotel. About 3 hours later, when our
4-year-old granddaughter realized she had left her
blanket in the vehicle, we called back. Jose said he
would try to get the blanket to us. At about midnight
the front desk called to say the blanket was there.
That is what I call great customer service. I will
recommend this service to anyone who asks when
they go to the Sanford Airport. Jose is a great
representative for your company.”
*VYL=HS\LZ!9LZWLJ[,MÄJPLUJ`,U[O\ZPHZT
:HT)OHUKHYRHY+PYLJ[VYVM
,]LU[Z4HUHNLTLU[^P[O(TLYPJHU
*\SPUHY`-LKLYH[PVUJVTTLUKLK
[OLL_LTWSHY`ZLY]PJLWYV]PKLKI`
/LSSV-SVYPKH-PLSK:[HMMLY
Paul Sliepka!
“I wanted to recognize a member
of your staff for truly outstanding hospitality. I was in
Orlando for Marriott Masters and lost my wallet. I had
a feeling that it had been lost on one of the Hello!/
Mears coaches on Thursday night, but it did not turn
up on Friday. On Saturday morning, I left the Gaylord
Palms for an early site/planning meeting at the World
Center. Out of the blue, I received a call from American
Express, stating that Paul had found my wallet and
wanted to contact me to return it. Not only did Paul
take the creative initiative to contact Amex with his
personal contact information, but when I called him
from my site and told him that I could not break
away from the hotel until later in the afternoon, he
volunteered to drive over to the World Center to return
the wallet to me.
“As a 20-year veteran of the hospitality and meetings
industry, I cannot think of another time that a stranger
from the industry who had no knowledge of my role or
extensive business with a destination has demonstrated
such personal effort and creativity to ensure that a
[YHUZWVY[H[PVUJ\Z[VTLY^HZZV^LSSZH[PZÄLK7SLHZL
know that I already held Mears and Hello! in very
high regard, but my experience with Paul will certainly
PUÅ\LUJLT`KLJPZPVUTHRPUN^P[OT`VYNHUPaH[PVU»Z
programs in Orlando in 2015, 2019 and beyond. Please
extend my gratitude to Paul and your entire team for
working so hard to ensure that even your clients’ guests
receive the highest levels of service.”
*VYL=HS\LZ!9LZWLJ[0U[LNYP[`,U[O\ZPHZT