July - August 2016
Volume 20 Issue 4
Mears Employees Soar at OIA
Congratulations to the following individuals on being recognized for their
excellent performance at the Orlando International Airport (OIA). By
providing outstanding service and going the extra mile for our guests, they have
distinguished themselves as exemplary representatives of Orlando International
Airport. These team members have contributed to OIA’s reputation as one of
the world’s finest airports, and they have represented Mears in a positive and
professional manner.
March Recipients (awarded in April):
Mari Perez
Carmen Garcia
Lucianna Gonzalez
Autumn Hawkins
Traci Kuen
Yanhairy Ramos
Dan Smith
Rockland Steel
Karren Umstead
Traci Kuen
Christopher Rodriguez
May Recipients (awarded in June):
Aly Batista
Tamara Brown
Mike Dutton
Pedro L. Gil
Jerry Higgins
EMPLOYEE NEWS
ON THE MOVE
ON THE MOVE, CONT’D
Hello! Executive Vice President Douglas Kahler
has announced the promotion of Erin Feldman
to Hello! Texas General Manager: “Since she
began with Hello! Destination Management
nine years ago, Erin has exemplified our
Core Values in every way. Her commitment
to our company and clients is absolute, and
her expertise in our services and processes
has prepared her admirably for her new role.
But leadership is not just about expertise and hard work; while
these things are prerequisites to leadership, they are only the
beginning. Good leaders also have the ability to help their teams
keep challenges in perspective and maintain a positive outlook
when the going gets tough. Erin has the gift of seeing the humor
in the challenges we face every day, and the judgment to keep
those challenges in perspective. The Texas team has already
accomplished great things, and there is no doubt that more
successes lie ahead with Erin at the helm.”
Kelly Truitt joins the Hello! Washington, D.C.
Gaylord Team as Account Manager. Kelly started
with Hello! in January 2015 as a Sales Coordinator
in the South Florida office after graduating from the
Rosen College of Hospitality at UCF. She quickly
moved into the Senior Sales Coordinator role and
became an invaluable part of the South Florida
Team. But, Kelly always had her eyes on D.C. She
first visited Washington when she was about 7 years
old, and on that trip she told her Mom that she would live there one day.
Congratulations, Kelly!
Please join in congratulating Ron Doucet on
his promotion to Motor Coach Operations
Manager on Duty. Ron started his career with
Mears as a Motor Coach Operator in 2013.
His calm demeanor and willingness to do
whatever it takes to get the job done are
attributes that serve him well. We welcome
Ron to his new role.
Danielle Guido has been promoted to Hello!
Washington, D.C. Destination Services
Manager. She is already taking on the role with
her typical gusto, and we are so proud and
excited for her. Danielle joined Hello! Florida
in 2010 as an Account Manager and became
Senior Account Manager in 2014. Danielle has
shown her dedication and enthusiasm for her
roles within Hello! and for D.C., and we are
thrilled to see her taking on this new challenge.
Congratulations to Steve Marchese as he takes
on the role of Driver Manager, Motor Coach
Operations. Steve joined Mears in 2013 as
a Motor Coach Operator. His skills were
soon recognized and he was promoted to
Manager on Duty. After proving himself time
and again, he moved to the position of Client
Service Manager. Steve’s attention to detail and
excellent customer skills have earned him his
latest promotion.
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MEARS IN M OTION NEWSLETTER • July - August 2016
Motor Coach Operations welcomes Leigh Young
to the role of Driver Manager. Leigh started
her career with Mears in the sales department
as a coordinator, and most recently worked in
accounting. Her attention to detail and overall
attitude make her an excellent choice for
Driver Manager. Her dedication will be a great
addition to our operations team.
Executive Vice-President Jimmy Mears makes
the following personnel announcements:
“Please join me in congratulating Joe Downey on
his promotion to Operations Manager – Shuttle
Van Division. In this role, Joe will be responsible
for the day-to-day success of the Shuttle Van
Operation, including scheduling and managing
drivers and dispatchers. After joining Mears as a
motor coach operator in 2013, Joe accepted a
position with our Client Service Management
Team in 2014 assisting motor coach operators
during large group moves. For the past two years, Joe has also
served as one of our classroom trainers, educating new shuttle van
and motor coach operators about the company, job responsibilities
and expectations. Joe’s eagerness to learn and do more and his
enthusiasm to assist in any area make him an exceptional choice to
take on this responsibility. In his new role, Joe will be reporting to
Rebecca Horton.
“Rebecca Horton has been promoted to Director
of Operations, Luxury Vehicle and Shuttle Van
Divisions. Rebecca has been the Director of
Luxury Vehicles for the past year and will assume
those same responsibilities related to the Shuttle
Van Operation, including overseeing Driver
Management, Field Management and Dispatch.
“Tonya Dease will continue to be very much
involved in all aspects of the Operation, with a
concentration on our Call Center and Special
Accounts in her new role as Senior Director of
Operations. Nobody understands our Operation
better than Tonya, who will focus on system
functionality and the flow of information between
reservations, dispatch, cashiering, accounting and
the sales systems.”
EMPLOYEE NEWS
WELCOME ABOARD
Meghann Hunt joins the Mears team as Motor
Coach Operations Administrative Assistant.
Meghann comes to us with several years of
experience in the hospitality industry. Her
organizational skills and attention to detail have
already added to the efficiency of our motor coach
division. Welcome, Meghann.
Hello! Florida’s South Florida office welcomes
Hayley Lamb as a Sales Coordinator. Hayley is a
recent graduate of Florida Gulf Coast University with
a degree in Resort and Hospitality Management,
and her resume includes an internship with the
National Association of Wedding Professionals.
We look forward to Hayley’s contributions to our
sales team.
We are pleased to introduce Linda Pasquale as
Client Service Manager. Linda joins our company
after years of providing excellent customer service
at AT&T. Her customer skills have already earned
respect from our Motor Coach Operators and our
contracted resorts, as well as our clients. Linda is a
proven leader who always puts her customers first.
Please join in welcoming her to our organization.
Robyn Russell has joined us as a Sales Coordinator
in Hello! Florida’s South Florida office. A graduate
of the University of Florida with a degree in
advertising, Robyn’s professional background
includes working at Posh Parties in Palm Beach,
where she was an assistant event coordinator.
Welcome, Robyn!
We also welcome Beth Williams as Client Service
Manager. Beth started her career in the hospitality
industry at one of our contracted resorts. Her
product knowledge, dedication and “Can Do”
approach serves her well. Beth heads up our special
events and has already proven that she exhibits
our core values. We are excited to have Beth on
our team!
BABY ANNOUNCEMENT
Motor Coach Cleaning
Operations Manager Franco
Brancucci and wife, Michelle
Vazquez, welcomed a baby girl on
January 14, 2016. Juliette Isabella
Brancucci weighed 7 lbs., 11 oz.
and measured 21 inches.
KUDOS
Director of Client Services Lee Bradley sends KUDOS to Client Service
Managers Sarah Harvey, Linda Pasquale, Nelson Pimentel and Beth
Williams, Contract Service Manager Tanaysha Thompson and [then]
Client Service Managers Joe Downey and Steve Marchese:
“I want to extend my gratitude for all the dedication and hard work our team
has done over the last few weeks. The teamwork you exhibited during the
WDW Marathon and the McDonalds group exemplifies our core values. The
leadership you displayed was above and beyond my expectations, and I am
grateful for each of you. I am proud of the shining example you have set for
those who will follow in your footsteps. Many thanks.”
Core Values: Respect, Efficiency & Enthusiasm
Bobby Karim, Manager on Duty, passes along KUDOS from Motor Coach
Operator Randy Porter to Motor Coach Mechanic Brian Woodcock:
“A motor coach required service at Universal Bus Parking; Brian was
dispatched to service the vehicle. Randy Porter, the operator of that vehicle,
came to my window at the end of his shift and highly praised the mechanic
for what he had observed. It was pouring rain and Brian worked diligently,
ignoring the fact that he was being soaked, so he could get the coach
running again. Brian was also nearing the end of his shift, but that did not
faze him from the task at hand. He ultimately accomplished what he had set
out to do in a very efficient manner.”
Bobby adds: “Each and every day our mechanics put their best feet forward
to keep a large fleet successfully running. They should be recognized for the
outstanding job that they do, day in and day out.”
Core Values: Efficiency, Enthusiasm & Safety
Sales Coordinator Shay Barnes sends KUDOS to Taxi Customer Service
Agent Miesha Williams:
“Miesha has awesome customer service skills. I needed a taxi wheelchair
van for the Invictus games. She was very helpful, professional, and made it
a point to be sure she had all the information correct before hanging up the
phone with me. Please give her a BIG thank you.”
Core Values: Respect, Efficiency & Enthusiasm
Sales Coordinator Aaron Hillman sends KUDOS to Luxury Vehicle
Chauffeur Yves Mede:
“I had my first experience with Yves and he is wonderful to work with. I had
a run pop up that was dispatched to him. 10 minutes later, the guest called
back to cancel. Yves was already on the run and I was going to pay him, but
he dropped the run and returned to his location. He told me not to bill/pay
him for it.
“It wasn’t the money aspect that impressed me most, even though most
chauffeurs would have rightfully asked to get paid. What impressed me was
how selfless his action was, and the manner in which he put the client and
company needs above his own. This is the kind of chauffeur I want to work
with more often. Flexible, trusting and professional. Yves put the guest first,
and trusted that Mears will take care of him. He is a true team player.”
Core Values: Enthusiasm, Integrity & Respect
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2016
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EMPLOYEE NEWS
CONDOLENCES
20 YEARS
Luxury Vehicle Chauffeur Errol
Campbell passed away on June 6.
Errol began contracting with Mears in
July, 2012. We extend our sincerest
sympathies to his family, friends and
colleagues.
Ortancis Gaines
MDS Sales Manager
Stephen Powers
Shuttle Van Driver
15 YEARS
Heartfelt condolences to family,
friends and co-workers of Motor
Coach Cleaner Jean Elma, who
passed away on June 10. Jean
joined Mears in August, 2009.
Christian Clute
Airport Customer Service Agent
Jim Ungvary
Human Resources Compliance Manager
10 YEARS
James Adams
Motor Coach Operator
Michael Ard
Motor Coach Operator
Theresa Atkins
Motor Coach Operator
Julie James
Training Manager
June Johannessen
Luxury Vehicle
Customer Service Agent
Yolonde Johnson
Luxury Vehicle Customer Service Agent
Drew Kovarik
Shuttle Van Driver
Ligia Lammers
Taxi Customer Service Agent
Velma Rogers
Motor Coach Cleaner/Porter
Laurena Schaer
Shuttle Van Driver
Jose Ulmos
Travel Industry Coordinator
Matilde Vera
Motor Coach Operator/Field Trainer
Jimmy Williams
Motor Coach MOD
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MEARS IN M OTION NEWSLETTER • July - August 2016
EMPLOYEE NEWS
5 YEARS
Franco Brancucci
Motor Coach Cleaning
Operations Manager
Shieva Jolly
Claims Support Manager
Eduardo Cintron
Shuttle Van Driver
Juan Fernandez
Motor Coach Operator
Vanessa Lopez
Hello! Florida
Creative Services Manager
Carol Salgado
Hello! Florida Field Staffer
The Citrus Bowl
(computer code #368) is now
Camping World Stadium
1 Citrus Bowl Place
Orlando, FL 32805
(407) 440-7000
Shuttle Zone 2
Luxury Vehicle Zone 321
Taxi Zone 13
Cindy Parker
CDL Instructor / Field Trainer /
Motor Coach Operator
The Buena Vista Motel
(computer code #1354) is now
Magic Moment Resort
5200 US Highway 192
Kissimmee, FL 34746
(407) 507-2929
Shuttle Zone 4
Luxury Vehicle Zone 143
Taxi Zone 361
Maurice Skyers
Shuttle Van Driver
1 YEAR
The Kuality Inn
(computer code #721) is now
I-Drive Grand Resort & Suites
7050 S. Kirkman Rd.
Orlando, FL 32819
407-351-2000
Taxi Zone 127
Shuttle Zone 3
Luxury Vehicle Zone 130
Gloria Acree, MDS
Jorge Delahoz, CCC
Roseline Mervilus, CCC
Reginel Alty, MDS
William Deler, MDS
Ebone Morris, MDS
Honey Ament, CCC
Robert Freiberg, MDS
Sarah O’Donnell, HAZ
Juan Aviles, MDS
Timotheus Gervais, MDS
Laurie Pedlow, CCC
Adedayo Baloye, MDS
Georgina Gonzalez, CCC
Fernando Ramirez, MDS
Jacqueline Borrell, CCC
Aaron Hillman, MDS
Bachelard Rejouit, MDS
Orlando Burgos-Torres, MDS
Ashley Hunter, CCC
Pedro Rivera, CCC
Amy Carroll, HLV
Jeffery Knerr, MDS
Christopher Rodriguez, MDS
Orlando Cedeno, HFL
Monica Kreitz, HLV
Stacy Runnels, HTX
Melissa Collier, HFL
Alexandra Larsen, HFL
Emanuel Soto, MDS
Aygul Coradini, MDS
Felix Lenis, MDS
Marie Verdieu, MDS
Mark Czopek, MDS
Michael Lopez, MDS
Brian Woodcock, MDS
Paola De Campos, MDS
Charles McCarron, Jr., MDS
Michael Zimmermann, MDS
The Nickelodeon Resort
(computer code #1599) is now
Holiday Inn Resort Orlando Suites –
Waterpark
14500 Continental Gateway
Orlando, FL 32821
407-387-5437
Taxi Zone 805
Shuttle Zone 4
Luxury Vehicle Zone 143
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2016
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COMPANY NEWS
Mears Awards Hospitality Scholarship
Bacchus Bash is an annual charitable event benefiting Central Florida
Hospitality Education, produced by the Central Florida Hotel & Lodging
Association Foundation, Inc. The 2016 Hospitality Student Scholarships were
announced at the May 4 Membership Luncheon.
This year, with support from generous sponsors and our community, a total
of more than $181,000 was
awarded in scholarships
and grants. These funds
will help 29 students and 5
schools continue to improve
the education of hospitality
students in Central Florida.
Pictured here is recipient
Marlene James, who
was awarded a $1,000
scholarship presented by
Mears Transportation Group.
Hello! Texas Wins
Gaylord Texan Contract
Hello! Texas produced an impressive
event space and a comprehensive
proposal, conquering other destination
management companies (DMCs) to be
named the new in-house DMC for the
Gaylord Texan. Hello! launched their
services with a spectacular Marriott CPC
event for meeting planners. We have a
long history of successful collaborations
with Gaylord Resorts, and Hello! is
already the in-house DMC for Gaylord
National in Washington, D.C. and
Gaylord Palms in Orlando.
EXAMPLES OF EXCELLENCE
Motor Coach Operators Tom Freeman, Santiago Mendez, Zethro Smith and Matilde Vera have served thousands of customers during their
tenure with Mears. Recently, our “Mystery Shopper” observed them aboard Disney’s Magical Express (DME). Congratulations to Tom, Santiago,
Zethro and Matilde for earning a Perfect Shopper Report and courtesy award! Here’s what the shopper had to say about their great service:
Tom Freeman
“When the coach arrived Tom stepped out and
announced, ‘Disney’s Magical Express to the
airport!’ In his opening presentation he hit all
message points. Tom told us to let him know if the
video volume was too loud or not loud enough.
He also told us that if it was too hot or too cold
to let him know. He informed us that there was
a restroom in the back of the coach for our
convenience. Tom went over the luggage process
and then thanked all of us for choosing Disney’s Magical Express. In his
closing announcements he informed us that we were arriving at the airport
and he went over the luggage process again. He then thanked us for riding
on Disney’s Magical Express. Tom obeyed all traffic laws including all speed
limits. He was very professional and clear-spoken. He stood at the foot of the
stairs while each passenger exited the coach. Tom achieved all points.”
Santiago Mendez
“Santiago entered the coach and immediately began
his opening announcement. He stood facing the
passengers while presenting. He was enthusiastic
and covered all key points. Santiago obeyed all
speed limits and traffic laws, making for a smooth
ride. When approaching the Disney World arches
he announced it with an exciting countdown that
everyone joined in on. While driving on hotel
property Santiago courteously stopped, allowing
pedestrians to cross the street at a crosswalk. The closing announcements also
covered all message points. When we exited the coach he stood at the base
of the stairs and said, ‘Thank you, watch your step.’ Santiago did a great job
and achieved all service points.”
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MEARS IN M OTION NEWSLETTER • July - August 2016
Zethro Smith
“Zethro covered all message points in his opening
announcement. He said the ride would be
approximately 45 minutes. He announced, ‘If
there is anything I can do to make your ride more
comfortable, like adjusting the temperature of
the motor coach or adjusting the volume on the
entertainment system, please let me know.’ He
then explained the destinations and thanked us for
riding Disney’s Magical Express. In Zethro’s closing
announcement he stated that we were arriving at the Caribbean Beach
Resort first. He went over the luggage process and explained the option of
bell services at the resort. He once again thanked everyone for traveling on
Disney’s Magical Express. As each passenger exited the coach Zethro stood at
the foot of the stairs and asked us to watch our step and to have a nice day.
He obeyed all traffic laws, including speed limits. Zethro had a professional
demeanor and achieved all service points.”
Matilde Vera
“As we exited the coach pickup area, Matilde offered
her opening presentation. She welcomed us aboard
Disney’s Magical Express, introduced herself and
covered all message points. Matilde obeyed all
traffic laws and stayed well within the speed limit.
By maintaining the proper speed the ride was very
smooth. As we approached the Disney arches she
raised the visors and gave us a countdown that
excited the passengers. As we entered the property,
she covered all message points and thanked us for using the Disney Magical
Express. She stood at the base of the stairs as we exited the coach. Matilde
did a great job and achieved all service points.”
LOCAL NEWS
OPENING JULY 14:
SAPPHIRE FALLS
AT UNIVERSAL ORLANDO
The Caribbean-inspired Loews Sapphire Falls Resort at
Universal Orlando® transports guests to paradise where
blue waterfalls cascade across lush grounds, and the
invitation to cool relaxation is everywhere.
Reminiscent of a leisurely estate in the heart of the
tropics, every comfort has been built into this new
jewel. With a luxuriously landscaped 16,000 square
foot, resort-style, zero-entry pool surrounded by
cascading waterfalls as its centerpiece, Loews Sapphire
Falls Resort captivates at every turn. From the ruins of
the stone turret in the lobby to the inviting island charm
of the 1,000 guest rooms and suites, guests will be
surrounded by a vivid and textured haven that is oldworld and chic, while still modern and timeless. Loews
Sapphire Falls Resort offers an island escape in the
heart of an unforgettable adventure, tucked between
the Royal Pacific and Cabana Bay resorts.
Dining options at the new property include Amatista
Cookhouse, a Caribbean-inspired restaurant with open
kitchen and outdoor dining; Strong Water Tavern,
a lobby lounge overlooking the hotel’s towering
waterfalls and featuring a tapas-style menu; Drhum
Club Kantine, a poolside bar and grill; and New Dutch
Trading Co., a quick-service marketplace.
Excerpted from: http://www.orlandosentinel.com/travel/attractions/
theme-park-rangers-blog/os-universal-sapphire-falls-reservations20150721-post.html
NOW OPEN:
MAKO AT SEAWORLD
SeaWorld Orlando has announced the opening of
Mako, its newest roller coaster. Theme-park guests
began enjoying the shark-inspired thrill ride on June
10, its grand-opening date. The park has been touting
Mako as the longest, tallest and fastest coaster in
Orlando. Its track is 4,760 feet long, the first lift hill
tops out at 200 feet, and Mako reaches speeds of up
to 73 mph.
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2016
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LOCAL NEWS
Disney Theme Parks
Unveil New Attractions, Experiences
Walt Disney World Resort recently hosted hundreds of media
representatives for a preview of the attractions, entertainment and
dining that will make Disney experiences even more magical for guests
this summer and beyond. The announcements ranged from a sneak peek
of new theme park attractions such as Frozen Ever After and Soarin’ at
Epcot, to a preview of the innovative nighttime experiences at Disney’s
Animal Kingdom Theme Park, to expanded dining options at Disney Springs.
“Thanks to the imagination and hard work of Disney Cast Members,
we’re awakening summer with spectacular new things to see and do
throughout our theme parks, resorts and other Disney experiences,”
said George A. Kalogridis, president of Walt Disney World Resort.
EPCOT
At Epcot, Anna, Elsa and their latest-generation AudioAnimatronics co-stars now welcome guests aboard the new
Frozen Ever After boat ride that sails into a “Frozen” world at
the Norway Pavilion. Passengers on their way to Arendelle’s
Winter in Summer Celebration for Queen Elsa visit the ice
palace and hear beloved film tunes plus new lyrics by Oscarwinning “Let It Go” songwriters Bobby Lopez and Kristen
Anderson. Also at Norway Pavilion, Anna and Elsa will greet
guests in the new Royal Sommerhus, inspired by a cabin in
the countryside of Norway.
Guests are reaching new heights in Epcot’s Future World
with the debut of Soarin’ Around the World. Showcasing
jaw-dropping views of spectacular global landscapes and
man-made wonders, the expanded attraction featured a third
theater, new digital screens and updated projection systems.
MAGIC KINGDOM
This summer, for the first time in the Magic Kingdom park,
modern Disney characters Tiana of “Princess and the Frog”
and Rapunzel of “Tangled” co-star with Anna and Elsa
of “Frozen” and a host of classic characters in the new
extravaganza “Mickey’s Royal Friendship Faire” on the grand
Cinderella Castle stage. Later this summer Disney will also
welcome its first princess inspired by diverse Latin cultures,
when Elena of Avalor appears in the Magic Kingdom,
following her television debut in a new animated series on
Disney Channel.
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MEARS IN M OTION NEWSLETTER • July - August 2016
HOLLYWOOD STUDIOS
At Disney’s Hollywood Studios, guests will be captivated by
“Star Wars: A Galactic Spectacular,” which will premiere
with new themed fireworks, lasers and video projections of
scenes from the complete saga, all set to the iconic score of
the film series. The display joins the recently debuted live
stage show “Star Wars: A Galaxy Far, Far Away,” featuring
popular characters such as BB-8, Kylo Ren, Chewbacca,
Darth Vader, and Darth Maul, as well as the new March
of the First Order Stormtrooper procession led by Captain
Phasma from the Star Wars Launch Bay.
DISNEY SPRINGS
With its one-of-a-kind shopping, dining and entertainment
experiences, Disney Springs continues to double the number
of shops, restaurants and other venues for guests to explore
as it nears completion on the largest expansion in its history.
Inspired by Florida’s waterfront towns and natural beauty, this
charming waterfront district, which includes The Landing,
Marketplace and West Side, will debut its fourth neighborhood,
Town Center, throughout the summer — adding more shops,
dining venues and opportunities for guests to relax, refresh and
reconnect with each other.
More than 30 new tenants are coming to Disney Springs this
summer, including retail shops and dining venues. In Town
Center, prime retailers such as Anthropologie, LACOSTE,
Under Armour, kate spade new york, Sephora and Oakley join
the shopping mix. Guests can browse Erwin Pearl for fashion
jewelry or Havaianas for sandals at The Landing.
Already home to world-class dining, Disney Springs is shaping
up to be a culinary dream, with new choices such as Morimoto
Asia, Tablas Frontera by Chef Rick Bayless, Homecoming –
Florida Kitchen and Shine Bar by Chef Art Smith, STK Orlando
(a modern steakhouse with the ambience of a sleek lounge),
Sprinkles (the world’s first cupcake bakery), Blaze Fast-Fire’d
Pizza (a modern-day “pizza joint” with artisanal pies), and the
reimagined Planet Hollywood Observatory with new outdoor
terrace and live entertainment.
At Cirque du Soleil’s La Nouba, the new B-Boys hip-hop,
breakdancing group showcases a rare mix of rhythm, strength
and “how-did-they-do-that?” moves. As part of the show’s
ongoing evolution, the masterful Aerial Bamboo act joins recent
additions of madcap clowns and a breathtaking “rolla bolla”
juggling act.
LOCAL NEWS
ANIMAL KINGDOM
Though a guest favorite since it opened, Disney’s Animal
Kingdom Theme Park hasn’t exactly been known for its afterdark activities. But now that’s all changed – in a big way. In
recent weeks a slate of new and thrilling evening experiences
in special locations throughout the Park debuted, which
will soon be capped off by the stunning Rivers of Light. And
everything has been designed to incorporate the majesty of
nature with that Disney touch.
On Memorial Day weekend, Disney’s Animal Kingdom
began introducing guests to the magic of nature after dark.
Visitors now can enjoy more of the park with extended hours
and enhanced entertainment. The park’s iconic Tree of Life
awakens each night amid a lively celebration of Discovery
Island music and dance. Through stunning visuals, animal
spirits appear and enchanted fireflies reveal stories of wonder
as the tree morphs to showcase the magic of nature. And for
the summer, Discovery River becomes the stage for music
and pageantry in a limited-engagement show. Jungle Book:
Alive with Magic is a live experience filled with dancers,
musicians and special effects that celebrate the new film and
the classic songs, now infused with an Indian influence.
Animal Kingdom at night will become even more magical
later this summer with the premiere of the nighttime jewel,
Rivers of Light. “The nighttime life of Disney’s Animal
Kingdom Theme park has this quality of magic,” Walt Disney
Imagineer Joe Rohde explained. Unfolding on Discovery
River between Discovery island® and Expedition Everest®,
Rivers of Light will blend twirling and spinning animal
visuals, a soaring musical score, multicolored water screens,
floating lanterns and more. “In this show, we combine
light and fire and water,” Joe says. “Out of that comes this
fantastically rich explosion of animal life that ultimately rises
up into the sky and joins the stars. And you’re going to want
to see that.”
Add up all these magical additions and you might say that
the Park will now encompass the sun, moon and stars. An allday destination like never seen before, or, as Show Director
Mark Renfrow put it, “Just as so many animals come alive at
night, Disney’s Animal Kingdom Theme park after dark also
offers so many wonderful new possibilities.”
As the sun finds the horizon, Kilimanjaro Safaris also extend
into the nighttime hours. Guests visiting the attraction will
even discover two new species on the savanna: African wild
dogs and hyenas. Other nighttime options include rollicking
aboard rafts on Kali River Rapids, and dancing and dining
at the new Harambe Wildlife Parti and Discovery Island
Carnivale.
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Congratulations, Safety Award Winners!
The following skilled Motor Coach Operators qualified for our Spring 2016 Safety Awards banquet by achieving 2000 hours
of accident-free driving. 42 drivers qualified for the first time this year, 23 drivers earned their second safety award, 17 drivers
are three-time recipients, 24 drivers are four-time recipients, 12 drivers are five-time recipients, 16 are six-time recipients, 20
are seven-time recipients, 33 are eight-time recipients, 33 are nine-time recipients, 3 are ten-time recipients, 2 are 11-time
recipients and 1 outstanding individual received this safe-driving recognition for the twelfth time!
12-Time Recipient
LOPEZ, MARLON
DIAZ, EDWIN
7-Time Recipients
SMITH, DAN
MALAVE, RAFAEL
EDWARDS, CARL
ALEXANDER, DOMINIQUE
MARTIN, ERIC
GAMEZ, MANUEL
BAKER, TIMOTHY
11-Time Recipients
MATOS, HENRY
GATLIN, JOSEPH
BERMUDEZ, ALEJANDRO
CZAYA, RICHARD
MEDERO, TITO
GREENE, DENNIS
CALIXTE, RICHARD
GARCIA, CARMELO
MENA, MARCIO
GUZMAN, WALDEMAR
DIALLO, KISMET
MOORE, GREGORY
HAMILTON, JEANNE
FIGUEROA, BETSY
10-Time Recipients
NEWMAN, MICHAEL
LABRANCHE, MARC
GAINEY, GEORGE
CRAWFORD, DAVID
ORTEGA, BENJAMIN
LASANTA, CARLOS
KARAGINIS, NICHOLAS
JAFFAR, SYED
PORTER, EDWARD
LUCKIE, CHRISTOPHER
KNECHEL, SAMUEL
KANACK, WILLIAM
QUIJIJE, ANGELA
MACLEOD, WILLIAM
ORTIZ, USBERTO (NB)
9-Time Recipients
RIBEIRO, HENDERSON
MAXIME, MOISE
PAWLIK, GREGORY
BARAN, DANIEL
RICHARD, LUCNER
McGINTY, ROBERT
PERSAD, BHUWANDIAL
BLANCO, LARRY
ROCHA, ERNESTO
MEYER, MERRY
RHYNARD, DAVID
BRINES, BILL
SCHROEDER, PATRICK
MONSANTO, NELSON
RODRIGUEZ, FELIX
CABRERA, JOAN
STEEL, ROCKLAND
NUEZ, FELIX
SHUTT, JAMES
DE POFE, DOMINIC
TELSAINT, WILNEL
PANTOJA, JAROL
OLMEDA, CARMEN L
DIOGENE, FALETH
VERA, MATILDA
PIERRE, JEAN “MARIO”
SPEIGLE, WILLIAM
PIMENTEL, DAVID
STEELE, TIMOTHY
DUCOS, JOSE
GALLARDO, ALBERTO
8-Time Recipients
ROBERTS, DARRYL
VALENTIN, FRANCISCO
GOZALES, JOSE M.
ADAMS, JAMES
SULLIVAN, DAVID
WALTON, CECIL
JADIN, RICHARD
ATKINS, THERESA
SURUJBALLI, MAHADEO
JEANBAPTISTE, LIONEL
BROWN, TAMARA
TINOCO, HUGO
6-Time Recipients
JEAN-GILLES, ANSON
CALDERON, SOCRATES
VALENTIN, RUBEN
BORELAND, HORACE
JOACHIM, JONES
CASTRO, LUIS
VARNEY, LARRY
BOWMAN, ROBERT
LAHENS, ROBERTO
COOPER, RAYMOND
WILSON, DERRICK
CONLEY, JAMES
LAKHAL, ABDELHADI
DEMARQUEZ, MARCELA
10
MEARS IN M OTION NEWSLETTER • July - August 2016
GULAMHUSSEIN, MOHAMED
HASSAN, MOHAMMED
KHAN, SALIM
2-Time Recipients
FISHER, PAUL
HORN, GERY
LAFFIEN, MARK
BOGLE, JEFFREY L.
GODFREY, BRIAN
JUST, RICK
MARTINEZ, MARTIN
FLEURIMA, DJIMMY
GOINS, TASHEIMA
LILEY, RICHARD
MASSE, DAVID
GIL, PEDRO
HAMILTON, ANDREA
MAIN, CLIFFORD
MELO, LUIS
GIL-GARCIA, GIR
HAWLEY, DONALD
MALLOZZI, ANTHONY
MERCER, LAWRENCE
GRAJALES, MADEL
HERNANDEZ, RAYMOND
MONTALVO, GEORGE
MERRICK, DONALD
GRIFFIN, MICHAEL
HOYO, MARCELINO
RAYMONVIL, JUNIOR
MOLLAY, JOEL
HUFF, JESSE
HUGHES, JAMES
RICHARDSON, ROY
NIEVES, EDWIN
IGLESIA, ERICK
IMRISIK, JOSEPH
ROACH, LAUREL
PORTER, RANDOLPH
ITANI, MICHAEL
JIMENEZ, HENRY
SOSA, NESTOR
QUETTANT, ROGER
LANE, GREG
KNISPEL, MICHAEL
WILKERSON, DON
QUILES, MICHAEL
LECLERC, ALEXANDER
KOUSIRY, MISHAIL
ROJAS, HERNEY
LOVEIRA, FRANCISCO
LAROSE, JAMES
5-Time Recipients
SESIC, THOMAS
MCKAY, TIMOTHY
MARTINEZ, NELSON
ANDERSON, DAVID
SIRIANY, EDUARDO
ORTIZ, JOHN
MENDEZ, RAMON
BELTRE, GILBERT
VELEZ, VIRGINIA
ROEBKE, BOYD
MESA, YAMILE
RUIZ, KARINA
MESSINA, BRIAN
ELAM, NORMAN
FERNANDEZ, JUAN
3-Time Recipients
SIMIC, MICKEY
MOORE, JONATHAN
FREY, SHARON
ALLEN, STEVEN
SMITH, KIMBERLY
ORESTE, DAVIDSON
HUMMEL, ERIK
ANDERSON, BENJAMIN
SMITH, LONNIE
RILEY, BYRON
KORNIOTES, WILLIAM
ARD, MICHAEL
SPENCER, NATASHA
ROBERTSON, MIRL
LOPES, BRADLEY
BRISEUS, FITO
THEBAUD, JEFFERSON
ROGERS, ALYSSA
MACK, DAVID
COLUMBUS, GIL
VERNET, GREGORY
ROULHAC, ROBERT
PARKER, CINDY
DEJESUS, JULIO
WILLIAMS, WAYMAN
SANTANA, JOSE
PARKER, ROBERT
GARCIA, EDWIN
TURCO, LOIS
GARCIA, PABLO A.
First-Time Recipients
TEXIDOR, WILFRED
HECTOR, JEAN H.
BORRERO, CARLOS
TORRES, ERICK
4-Time Recipients
HIGGINS, GERALD
BRONSON, ADNES D.
VAWTER, SCOTT E.
BENTCLIFF, THOMAS
LEBRON, ERIC
BROWN, ROY
WALKER, LUIS
BLUM, GEORGE J
PAGAN, JEREMY M.
CARRILLO, THOMAS
WILLIAMS, KENNETH
BOOTH, LEVERENZEL
REAGAN, KEITH
CASTANON, LUIS
WILLIAMS, MONTA
DIFIORE, MATTHEW
SADDEDINE, NACIME
COLLINS, MICHAEL
WOLCHICK, EDWARD
DILLON, DERON E.
SMITH, ZETHRO
COLUMBUS, RAYMOND
GIRALDO, JOSE
STEVENSON, EXIE
CRAVEN, BRADLEY
HUFF, JALIL
TORRES, HERMINIO
CROSSWAIT, LINDA
JACKSON, JESSICA
SMITH, THOMAS
FISHER, LINDA
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2016
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12
MEARS IN M OTION NEWSLETTER • July - August 2016
CUSTOMER COMMENTS
“Just got off the phone with Lauren at Disney about how
blown away she was with Hello! Florida Field Staffer
Martha Davies who is working at the Animal Kingdom.
Lauren said that Martha is the exact image of what guest
interaction should be for an employee in our industry. She
watched her for 10 hours and could not say enough about
how she interacted with the guests of the Invictus Games.”
Core Values: Respect & Enthusiasm
Hello! Arizona Account Executive Sarah O’Donnell,
Creative Services Manager Tressa Rini and Account
Manager Nicole Brzostowicz:
“We had a great experience working with Sarah, Tressa and
Nicole! They were creative, responsive and professional to
work with. Look forward to working with them all next time
we’re back in Arizona!”
Core Values: Enthusiasm & Respect
“Luxury Vehicle Chauffeur Elius Duverna was superb. He
arrived ahead of schedule, helped with our luggage and got
us safely to the airport. We enjoyed his personality as well.
I will definitely recommend Mears transportation to friends
and family because of our experience with Mr. Duverna.
Hope to travel with Elius again soon.”
“Our family and relatives (10 total) arranged for
transportation to take us to Universal Studios. We had
two vehicles and one of our drivers was Luxury Vehicle
Chauffeur Rick Dusson.
“We could not have had a better experience with
Rick. He was fantastic on the way over and the level
of communication for our pick-up was perfect. He
communicated with me to make sure everything for his
vehicle and the other vehicle was seamless.
Core Values: Respect, Safety & Enthusiasm
Luxury Vehicle Chauffeur Lucas Barroso:
“In fact, our experience was so good we worked directly
with Rick for an additional visit to Universal on the same
trip. Rick took care of arranging for an additional driver and
once again our experience was excellent.
“We would absolutely use Rick again if the situation
arose and we have already recommended and shared his
information with another family that is planning a future
trip to Orlando.”
Core Values: Enthusiasm, Respect & Efficiency
Hello! Arizona Account Executive Holly Stephens,
Account Manager Kyle Hagberg and Sales Coordinator
Brittany Bauer:
“Kyle was very attentive and helpful, and Holly was
exceptional. The best event manager I’ve had the pleasure to
work with. Our events were a huge success thanks to them.”
Core Values: Enthusiasm & Respect
“We stayed at the Four Seasons Hotel and had the pleasure
of meeting Luxury Vehicle Chauffeur Jean Beaulieu.
“She was always very helpful as she told us about events
and places to see and very professional as our chauffeur.
She was always either on time or early to fetch us and
also very smartly dressed. She added great value to our
enjoyment of each day that she was in our company. This is
illustrated by the fact that we specifically requested her as
our chauffeur throughout our stay in Orlando. We would
highly recommend her as an exceptional chauffeur and
expert guide.”
Luxury Vehicle Chauffeur Bryan Bhulai:
“I wanted to give some feedback about the customer
service I received from Mears. IT WAS AWESOME! I didn’t
want to use any connections to get special treatment,
because the true test of greatness is in how a company
treats the general population, not the VIPs.
“I worked with two different operators who were so helpful
and caring. And we had a driver, Bryan, who not only was
‘just doing his job,’ but genuinely cared about us – his
passengers. Please pass this feedback along.”
Core Values: Enthusiasm & Respect
Sales Coordinator Shay Barnes and Motor Coach Operator
Dan Lawler:
“Thanks to you, Shay and Dan, for everything! Your work
was much appreciated and I’m looking forward to working
with your team again in the fall for the next SAM TRAM!”
“This is SO LONG past due, but I just stumbled upon my
driver’s business card tonight while cleaning up. While on a
business trip to Orlando, I was finishing up a night of work/
business dinner at the Gaylord Palms Resort & Convention
Center when I hopped in a vehicle from your company.
My driver was Lucas - professional from the get-go, but
that isn’t why I’m leaving this comment. As soon as I got
in the car, I received a call from my fiancée informing me
that a friend of mine from work had just passed away.
Obviously I was very distraught and sad; Lucas drove me
to my hotel while I sobbed like a baby. As we approached
the hotel, I realized I needed to pay and end my short
ride, a mere $7 transaction. Lucas motioned to me that he
would get out of the car and let me finish my conversation
in peace. He waited patiently while I finished speaking
to my fiancée, and as I departed the car and went to pay
him, he graciously denied my money and wholeheartedly
apologized for my loss and said the fare was on him. In this
extremely sad and lonesome moment, Lucas treated me as
a friend and more than a ‘fare,’ and I’ll never forget him for
that. As corny as this note may seem, I truly believe that my
lost friend’s presence was present in that moment, through
Lucas. THANK YOU, THANK YOU, THANK YOU for being
a true gentleman that evening. I will hold onto your card
and DEFINITELY call when back in Orlando (as well as
share with my friends
and family).”
Core Values: Respect & Integrity
Motor Coach Operator Gregory Moore:
Core Values: Respect, Efficiency & Enthusiasm
Core Values: Enthusiasm & Efficiency
“I am the first to complain about any poor or inferior
service I may receive. I am also the first to compliment any
exemplary service that I have received. I want to commend
the wonderful service we received when Mears sent Luxury
Vehicle Chauffeur Willie Arroyo to drive us from Walt
Disney World to Universal and back. My grandson lost his
toy dog somewhere in the van. We all searched but could
not find it. Needless to say, my grandson was very sad. Willie
called me the next morning to say that he had found the
dog and would bring it back to the hotel for us. We were
not only pleased with his professionalism, but also with his
kindness and concern. Thank you for the wonderful service
Mears provided and for Willie Arroyo.”
“I just had one of the best customer service experiences
of my life. I called Mears to try and solve an issue that I
was having with booking transportation. Luxury Vehicle
Customer Service Agent Kit Wolf took my call and was
friendly and helpful from the get-go. I explained my issue
and she spent about 10 minutes trying to problem-solve
with me. I asked if she could help me book a sedan. Kit
said absolutely and was so helpful. She had a great sense
of humor, was extremely professional, and made sure that I
was completely taken care of. By the end of the phone call,
I felt as though she truly cared about my experience. I am
so glad Kit answered my call.”
“I want to tell you guys how AMAZING our Disney’s
Magical Express experience was – because of our driver.
Gregory was so outgoing, caring, hilarious and made us
feel right at home. Right away he was making the funniest
jokes that we were literally crying over - could not stop
laughing that whole ride. I’ve been to Disney many times
and that was by far the best Disney’s Magical Express
experience we’ve ever had. Please let him know that we
are very grateful to have met a one-of-a-kind man who
made the last sad day the funniest one we had. He clearly
loves his job and takes care of every single person who
enters his coach. We won’t forget Gregory. We are all back
in Massachusetts telling everyone about him! When we go
back I hope we see him again. Thank you, guys! Thank
you, Gregory Moore!”
Core Values: Enthusiasm & Respect
Core Values: Respect & Enthusiasm
Core Values: Integrity & Enthusiasm
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2016
13
CUSTOMER COMMENTS
“My family, a party of 11, arrived in Orlando and our driver
[from another company] was not there to meet us. We
had been flying 20 hours from Hawaii and I was unsure of
what to do. Luxury Vehicle Chauffeur Emanuel Chery saw
we were in a spot and he jumped in to help us in every
way. He let me use his phone to talk to the dispatchers,
and he made sure we were all taken care of. When the
replacement driver arrived, Emmanuel made sure we were
okay and on our way to the hotel.
Guest Service Representative Pam Dailey:
“I like to acknowledge people who do good things and this
man was not only the answer to our prayers, he showed
us what Mears is all about, taking care of the customer on
a personal level. I would appreciate it if you could let him
know how much he did for us and that I did write to you
about his wonderful help!”
“I hope that this email will find its way to Pam’s supervisors
to let them know that she helped make my stay at the
Dolphin terrific.”
Core Values: Respect, Integrity & Enthusiasm
Sales Coordinator Aaron Hillman:
“I want to thank you and all those involved for the
outstanding service Crothall Healthcare received with the
transportation during our meeting. I have gotten wonderful
feedback from our guests. And I appreciate your flexibility
through all the changes we had to make. Thank you again
for helping to make the experience of our guests a positive
one. I look forward to working with you in the future for
our transportation needs.”
Core Values: Enthusiasm & Efficiency
“Shuttle Van Driver Janet Callender greeted to us with
professional mannerism and big smiles, and was happy and
delightful at 3:30 a.m. (!) while we dragged our feet super
early in the morning. Her positive and uplifting energy
eventually spread to us, and by the time we arrived at the
airport we were ready to go! At the end, she did not accept
our tips, and she said that she is happy to provide us her
service because that is what she does. Since she did not
accept tips, I wanted to let you and her know how much
we truly appreciate her service using this online feedback
as an outlet.
“I’d like to also comment on other Mears drivers. You must
have an amazing training program and/or have a wonderful
hiring team. We’ve used Mears taxi 3 times during our
stay in Orlando and all of the drivers were excellent, kind,
professional, positive, and uplifting.
“I’m part of the SAA conference. In the morning I realized
my passport was missing. Throughout the day, I was frantic
- going between the concierge, housekeeping and security
- and then my passport was returned by [an unidentified]
Mears taxi driver. Pam at the Mears desk was so helpful,
and without her I might be at the consulate in Miami
waiting to get a passport to come home!
Core Values: Integrity, Efficiency & Enthusiasm
Senior Sales Coordinator Rachel Bustamante and Luxury
Vehicle Chauffeur Tegest Debebe:
“Thanks a lot for all your help during these bookings
and changes. An awesome feedback was noted on their
transfer: ‘Everything has gone really smoothly with
our transport.’”
Core Values: Efficiency & Enthusiasm
“I highly recommend Luxury Vehicle Chauffeur Evens
Dominique. I requested his card and phone number
because I was so impressed with his professionalism,
punctuality and graciousness. You must be very proud of
this admirable driver.”
Core Values: Enthusiasm, Efficiency & Respect
Hello! Arizona Senior Account Executive Sarah O’Donnell
and Sales Coordinator Kayla Borcherding:
“I am pleased to inform you that we have chosen Hello!
Arizona for our DMC at next year’s Omnitracs Outlook
2017 users conference. We were both highly impressed
with your presentation and the meeting while we were in
Phoenix. Thank you very much!”
Hello! Florida Senior Account Executive Alison Davis,
Account Managers Robyn Boyd and Jordan Bickel, and
Creative Services Manager Lauren Farrell:
“You are true partners who are invested in the success of our
meeting as a whole: Transportation, VIP handling, production,
entertainment, games and decor. Each item is an important
component to the overall success of our event and you get
that. Thank you for all the creative brain power, time and
long hours you invested in our program. Your professionalism,
attention to detail and passion set the bar high for DMC
partners worldwide.
“Complacency is not in your vocabulary. Every meeting and
every event component is an opportunity to earn our business
for the next meeting. We feel it. And we are grateful to work
alongside you here in Orlando.”
Core Values: Respect, Efficiency & Enthusiasm
Core Values: Respect & Enthusiasm
Core Values: Efficiency, Enthusiasm & Respect
“Motor Coach Operator Natasha Spencer, the driver
for the Mystery Bus ride, was great! She was patient and
kind and went with the flow of the craziness. We really
appreciate it!”
Core Values: Respect, Efficiency & Enthusiasm
Hello! Arizona Account Manager Nicole Brzostowicz:
14
Core Values: Respect, Efficiency & Enthusiasm
“Nicole – you are a superstar! You are the perfect blend of
warm and professional, thank you for supporting our event.
We had great feedback from our attendees.”
Core Values: Enthusiasm & Efficiency
Core Values: Enthusiasm & Respect
Core Values: Enthusiasm & Respect
“From start to finish, I was incredibly impressed with the
staff and product of Hello! Florida. I wouldn’t hesitate to
recommend Hello! Florida to anyone. From the first call
we had with Susan, it was clear that the quality of service
and product was incredibly high. Susan was so helpful and
flexible throughout the entire process. She was absolutely
fantastic to work with. I have no reservations saying that
Joanna is the absolute best vendor representative I have
ever worked with. She was helpful, flexible, proactive,
responsive, and professional. I cannot begin to form a
sentence that would adequately describe the positive
impact Joanna made on our conference. The on-site staff
and drivers were absolutely fantastic as well. They were so
efficient, helpful and flexible.”
“I want to thank Hello! Florida Senior Account Executive
Valerie Matalon, [then] Sales Coordinator Kelly Truitt
and Account Manager Natalie Vilar for their exceptional
responsiveness, poise, and professionalism from start
to finish. I had such peace of mind with our ground
transportation arrangements, entertainment, decor, and
offsite events. There was a not a single thing that could
have been done better. As the primary planner for this
event, there is no better feeling than knowing our guests
will be well taken care of. We have been gathering survey
responses from our attendees, and all of their feedback
regarding ground transportation and events has been
flawless. Lastly I want to give a special thank you to Natalie
for all of her hard work onsite. She was so responsive and
on top of every detail. She even made it to our event on
the Biscayne Lady after a bad driver ran into her car on the
way to the marina! We will use Hello-DMC for all of our
future meetings when possible. Thank you again for all of
your hard work. I could never have done it without you. If
you ever need a reference, I am more than happy to do it.”
“Thank you so very much for your excellent service and
making our stay in Orlando a positive experience.”
“I had the pleasure of meeting Shuttle Van Driver Todd
Affricano. He was absolutely wonderful, professional and
helpful in any way he could be. I feel he deserves a special
acknowledgement for the great job he does in representing
Mears Transportation.”
Hello! Florida Senior Account Executive Susan
Frohnappel, Account Manager Joanna Boitos and Sales
Coordinator Jennifer White:
“The event was great and the clients had a fabulous
time. We all had a fun time. I appreciate your assistance
and support.
MEARS IN M OTION NEWSLETTER • July - August 2016
CUSTOMER COMMENTS
Sales Manager Ortancis Gaines and Hello! Florida Field
Staffer Bill Bigelow:
“Everything went perfect! Bill did a great job keeping us
informed, working with our customers and managing the
process. Nice job. We’ll certainly use Mears again.”
Core Values: Efficiency & Enthusiasm
Hello! Arizona General Manager Heather Husom,
Operations Manager Natalie Ryker, Account Executive
Holly Stephens, Account Manager Shannon Uribe and
Sales Coordinator Brittany Bauer:
“Thank you again for all your dedication to our program
these past few days (and weeks leading up to it)! I think
Chrissie and the clients were pleased, which is always the
end goal. It has been a real pleasure working with you
and I hope we can work together again in the future on
another program.”
Core Values: Enthusiasm & Respect
“Shuttle Van Driver Cebien Marcelin was an amazing
driver. He was so nice and a great conversationalist!
Because of him we will be sure to use your services again.
Thank you!”
Core Values: Respect & Enthusiasm
Sales Manager Ortancis Gaines, Motor Coach Operators
Matt Difiore and Gerald Reigle and Hello! Florida Field
Staffer Fred Stolar:
“Excellent job! Your team is amazing. Thank you.”
Core Value: Enthusiasm
Sales Coordinator Ebon’e Morris, Hello! Florida Field
Staffer Renee Mayo and Motor Coach Operators Tom
Freeman, Sam Knechel, Roger Quettant and Terry Woods:
“We enjoyed everything. Thank you! We were very pleased
with Mears and want to thank you again.We will definitely
reach out for any future needs!”
Core Value: Enthusiasm
“I’m writing to let you know what an extraordinarily
pleasant ride I had with Luxury Vehicle Chauffeur Jeff
Nguyen. I’m usually not much of a talker in the morning,
but within a few minutes Mr. Nguyen and I found that we
shared a love of Public Radio and we wound up having an
interesting and delightful conversation that lasted the entire
ride. Mr. Nguyen is clearly intelligent and engaged, but far
more important to you, I suspect, is that he was prompt,
courteous, respectful, cheerful and helpful.
“My experience with Mears that morning was as good as
it could be, and because of that I’ll certainly choose Mears
again when my travels bring me to Orlando.”
Core Values: Enthusiasm, Efficiency & Respect
Hello! Florida Field Staffers Donna Fein and Brian Langdon:
Hello! Texas Account Manager Danielle Chambless:
“I was in Orlando for the ISA Expo and was pleased that
because of the honesty and effort put forth by two of your
staff I was able to avoid a minor disaster.
“It was a huge win! Thank you! You really did a
phenomenal job with the Westie and all the other events
we threw your way last-minute. Please thank your staff and
all involved for the quick execution and attention to detail!
It was greatly appreciated.”
“Friday morning when shuttling to the convention center
from my hotel, my wallet slipped out of my back pocket
and was left behind on the coach seat. I didn’t even know
it was gone until late that evening when I returned to my
hotel room. After looking all over my room I stopped by
the front desk and learned that Brian Langdon had stopped
by the hotel to see if I was a guest there. When I called
him he was already on his way home for the night. Since I
was scheduled to fly out early the next morning, he turned
around and drove back to my hotel to deliver my wallet.
“I was so excited to not have to cancel all of my credit
cards, get a new driver license and account for a bunch
of unknown receipts for my expense report. I learned that
Donna Fein found the wallet in the coach and handed it
over to Brian. Not knowing which hotel I was staying at,
Brian went to 6 different hotels looking for the one I was
staying at. Instead of trusting the front desk staff he held
onto the wallet to ensure I received it.
“Truly he went above and beyond and deserves credit for
not only his honesty, but earnest effort to return my wallet.
I was shocked that he wouldn’t even accept a tip. I tried
to get him to take some money for doing what he did, but
he refused. I felt so inclined to make sure his integrity and
ethics don’t go unnoticed or unrewarded. You have a fine
person who looks at his job responsibility as more than a
job. Those are the type of staff I like to hang onto myself.
“Thank you for running a business that encourages and
engenders that type of respect for customers. I’m sure this
type of culture is a top-down situation.”
Hello! Florida Director of Staffing Michael Greco adds:
“Donna Fein and Brian Langdon truly went above
and beyond.”
Core Values: Integrity & Enthusiasm
Sales Coordinator Ebon’e Morris, Luxury Vehicle
Chauffeurs Gardy Jerome and Thony Jode and Motor
Coach Operator Gerald Reigle:
“Ebon’e – your team did a great job! It’s always a pleasure
working with you and Mears. Thanks for all your help. The
drivers were great and everyone had a great time. Thank
you again.”
Core Value: Enthusiasm
Core Values: Enthusiasm & Efficiency
Yellow Cab Driver Lars-Eric Brown:
“It’s not often I get the opportunity to compliment a
company for excellent service that their staff provides.
“I travel every week for business. Of course, there are
hiccups along the way that make for an even more stressful
day. But when I reach out to your driver Lars, I know I have
nothing to worry about.
“Lars is the utmost of professionals. He is kind, helpful
and most importantly, very dependable. He is a great
ambassador for all that is right and good with Orlando
tourism and the Mears taxi service.
“Just knowing he is going to be there to pick me up on
Monday and again on Thursday when I fly back into town
starts and ends my week in the right way. He is an asset to
my weekly commute and I commend him for all that he
does to make my hectic life easier and worry-free.
“Thank you to Lars for the excellent service he provides
and the positive energy he creates for your company. Keep
up the great work!”
David Dease, Director of Operations, Taxi Division, adds:
“I spoke with the customer. He mentioned that his fare is
not very long and many times he has grumpy drivers from
other companies when he leaves the airport. He said once
he made contact with Lars everything changed. Lars is
awesome and a great representative of Mears Taxi. He did
not care about the length of the trip and gave him his card
so he could call him directly. So not only will this customer
call Lars for transportation, but he reaffirmed that Mears
Taxi is his only choice for taxi service.”
Core Values: Respect, Efficiency & Enthusiasm
Sales Manager Ortancis Gaines and Hello! Florida Field
Staffers Dale Ray and Judy Ray:
“Thank you for the support and great work your company
provided to us during our conference. I’d like to mention
the competency and great customer service of Dale and
Judy Ray. They did a phenomenal job!”
Core Values: Respect & Enthusiasm
Sales Coordinator Erin Leonhardt and Motor Coach
Operators Luis Castro, Roberto Lahens and Robert
McGinty:
Sales Manager Ortancis Gaines and Luxury Vehicle
Chauffeur Frandy Blaise:
“The teachers said that all three of the drivers were
fantastic. They were on time, had read their copy, knew
when and where to go, and were extremely nice.”
“Thank you for a seamless pick up of our CEO. After a long
trip, it’s so nice when you don’t have to drive home and
your pick-up is perfect. Thanks to Frandy!”
Core Values: Respect, Efficiency & Enthusiasm
Core Values: Enthusiasm & Efficiency
M EARS IN M OTIO N N EW SLETTER • Jul y - Aug ust 2016
15
CUSTOMER COMMENTS
“Motor Coach Operator
Randy Porter is the nicest
coach driver we have
ever met! We spent two
weeks at Disney and
booked travel with your
company on several days
throughout that time.
I think we boarded
Randy’s coach 4 times 4 hilarious, educational
journeys that made our trip memorable. My son James
thought Randy was ‘the best’ and we learned more Disney
trivia on those journeys than on any visit to the parks!
Congratulations on having such an all-around genuinely
nice guy working for you. Thanks Randy, you made our
holiday even more special.”
Core Values: Enthusiasm & Respect
Hello! Arizona Senior Account Executive Brianna Moody,
Account Manager Shannon Uribe and Field Staffers
Janette Bell, Susan Harden and Elizabeth Parkinson:
“I’d like to pass along our sincere thanks and appreciation
for the very special experience we enjoyed while working
with your team at Hello! Arizona in Scottsdale. Weekend
Underground with WGN America is truly their most
important annual event; for the third year in a row we
worked with your team at the Phoenician for all of our
transportation needs, from arrival to departure.
“I’m pleased to say that from start to finish, we
encountered superior service and genuine, world-class
hospitality from the entire staff at Hello! Arizona. Working
with Brianna was an absolute pleasure from the outset.
She listened to our needs and built the perfect framework
for moving our people around all weekend. Brianna made
it easy with her genuine, friendly and professional
approach from first call to contract and through the
actual event itself.
“Next we must sing the praises of Shannon, who was
once again our point person for the 72 hours our group of
85 was in town. Shannon was there from arrival through
departure to handle every detail, ensuring that each
vehicle, driver and greeter was in position at all times. As
the client here, I can assure you that her communication
and organizational skills are extraordinary. Shannon is truly
a Rock Star!
“Your guides Susan and Janette did a great job with our
folks, always eager to assist and share some fun facts about
the local area. For departures, Elizabeth was simply stellar.
She worked diligently all morning making sure each and
every passenger was accounted for – outstanding work and
much appreciated!
“We are confident that WGN America leadership considers
this trip to the Phoenician a ‘must do’ so please know that
we will be reaching out to Brianna and Shannon as soon as
our dates for March 2017 are in place.”
Core Values: Enthusiasm, Efficiency & Respect
Travel Industry Sales Coordinator Jose Ulmos and Motor
Coach Operator Bill Reardon:
“Thanks to you and your team for the service you provided
to me. The service was excellent and super. We got the best
driver ever - very nice, professional and patient. If we have
any need in the future I’ll definitely recommend Mears.
Thanks again.”
Core Values: Respect & Enthusiasm
MDS Account Executive Krista Estepa and Luxury Vehicle
Chauffeurs Hemwattie Singh and Kevin Khan:
“In all my years of travel to very nice resorts for our RFCI
meetings, Hemwattie and Kevin were absolutely two of
THE BEST drivers I’ve ever had. Kevin was the best ever
- Hands down… no comparisons! I’ve had some rather
harrowing experiences with drivers all over the country,
but these two were top-notch. I‘ve never emailed my
compliments before about drivers, so this is a FIRST. As a
meeting planner whose job is on the line to make sure my
group is taken care of, I must say, Mears Orlando at the
Four Seasons was THE BEST! Thank you for your quick
responses and help for our group as well!”
Core Values: Respect, Efficiency, Safety & Enthusiasm
Sales Manager Jack Henry, Sales Coordinator Erin
Leonhardt and Hello! Florida Field Staffer Marcelo
Bernardo:
“I wanted to let you know that the Holtec Event was
very successful. I must also say that Marcelo was a
WONDERFUL Captain! He made sure we found the
coaches easily by holding up our Holtec sign and counted
out our guests at returns to make sure everyone returned
to the OMNI safely, which I truly did not expect. It was
a lovely surprise! He was quite friendly and answered
my text questions quickly as well. Everything went quite
smoothly and we greatly enjoy working with Mears. Thank
you again!”
Erin Leonhardt adds:
“It’s great to have such wonderful team members on board.”
Core Values: Respect, Efficiency & Enthusiasm
“I am writing to express my gratitude and amazement
regarding Luxury Vehicle Chauffeur Tesfalem Bokurezion.
I had the pleasure of being transported by Mr. Bokurezion.
His customer service skills are truly praiseworthy. He
was extremely polite and personable. He assisted my
daughter and me with our bags and transported us to the
airport with efficiency. Due to traffic, we were facing time
constraints. Mr. Bokurezion is extremely knowledgeable
of Orlando and was able to navigate the best route and
transport us to our destination on time. Mr. Bokurezion
cultivated a wonderful and relaxing environment and
put me at ease. What a great way to begin our trip!
Moving forward, I will exclusively use your service for my
transportation needs.”
Core Values: Enthusiasm, Efficiency & Respect
16
MEARS IN M OTION NEWSLETTER • July - August 2016
[Then] Director of Luxury Vehicles Rebecca Horton,
Taxi Call Center Manager Jennifer Campbell, Yellow Cab
Driver Ahmad Elouarrad and Luxury Vehicle Chauffeur
Michael Brathwaite:
“I’m now back in the UK and wanted to say thank you
for providing such a wonderful service. My job here in the
UK requires me to drive all of the time, so it was especially
important for me to have a break from it on holiday!
“However, I wasn’t sure how transport worked over there
(quite different from here), so did a lot of research about
different possibilities and companies to use. You have both
been so helpful (and patient!) and all the drivers we’ve had
have been polite, helpful and professional.
“A special mention should go to a driver we had a charter
booking with (so we requested him again!) through
Jennifer. He was beyond helpful. And another mention
to Michael, booked as a charter on our last day through
Rebecca. He was wonderful, easygoing and patient.
“I feel people nowadays take plenty of time to grumble
about things, so I like to take time to be thankful to people.
You helped to make my last holiday with my teenaged son
amazing and run smoothly (any problems were of my own
making I can assure you!).
“I will always recommend Mears to anyone heading
your way.”
Core Values: Efficiency, Enthusiasm & Respect
NEWSLETTER CREDITS
Published bimonthly through the
teamwork of:
Chris Earl, Safety
Amy Fields, Accounting
Joy Fleming, Employment
Rosemary Gates, Sales
Colleen Gorman, Hello! Washington D.C.
Rhonda Gregoire, Human Resources
Christy Hornbuckle, Hello! Florida Hollywood
Heather Husom, Hello! Arizona
Julie James, Training & Development
Kraige Jean, Motor Coach Operations
Lynn Pool, Training & Development
David Taitano, Taxi Training
Jim Ungvary, Human Resources
Patrick Wong, MDS Operations
Sunshine Woodyard, Hello! Destination Management
Melissa Zorko, Hello! Las Vegas
Layout & Design by Stephanie Cruz