September - October 2016
1`
Volume 20
Issue 5
SupplieS
SmileS
We are pleased to announce that on
August 6 we held our 14th Annual School
Supply Give-Away. Through generous
donations and kind assistance from our
volunteers, we were able to provide
supplies for more than 500 children in
292 families throughout the company. Our
shopping volunteers navigated their way
through packed store aisles and diligently
reviewed weekly sales ads, which allowed us
to purchase more than 30,000 items.
This year the Orlando Police Department
(OPD), Fire Department (OFD) and local
Crimeline team joined in the festivities.
Children were able to explore inside the fire
truck and receive a fire helmet, parents
and young adults participated in hands-only
CPR demonstrations, and the kids were
thrilled to have up-close encounters with
OPD horses and a K9 police dog. Popsicles
and water were provided as refreshing
treats to beat the summer heat. This year
the children also made a quick visit to the
Sweets Shop for a special indulgence, and
fresh popcorn was available for everyone
to enjoy. “DJ Bob” was back by popular
demand, and glitter tattoos and free
books rounded out the fun.
dk
l
` Continued on page 2..
COMPANY NEWS
School SupplieS give-away
. .c ontinued from page 1
Our 2016 School Supply Give-Away was a
success in so many ways. The kids’ faces
were priceless as they picked up their bags
of goodies, and their eyes lit up when they saw
this year’s special guests from OPD and OFD.
Helping students start the school year on a
positive note is yet another example of how we
have touched so many in our community.
2
MEARS IN M OTION NEWSLETTER • September - October 2016
COMPANY NEWS
Special ThankS To The Following…
Lt. Davis O’Dell, Jr. and Station 5, Shift A crew of the
City of Orlando Fire Department
Florida Hospital Centra Care – Debbie Swartwood
America’s Office Source – Sybil Hicks
Crimeline – Amy Hernandez and Barb Bergin
Captain White – City Police Department
Cigna – Laura Chiasson and Paulina Tan
McEwan, Martinez, Dukes & Hall, P.A.
Humana – Kathy Pena
Jim Hufstetler
Transportation Insurance
Brokers
Lynette Hidalgo-Adamson
Abigail Calejo
Amanda Calejo
Aracelly Calejo
Michelle Caro
Emily Cisler
Adalisa Jackson-King
Marcy Lapetina
Cathy Larson
Janice Lowe
Beatriz Martinez
Angelina Ortiz
Lydia Cortez
Karen Diaz
Cathy Enix
Mark Enix
Amy Fields
Joy Fleming
DJ Bob Frehove
Mickie Goelz
Jacob Gregoire
Jianna Gregoire
Jordyn Gregoire
Joshua Gregoire
Rhonda Gregoire
Grace Pool Herzog
Ron Jones
Shelbi Patrick
Lynn Pool
Faith Ramirez
Sarah Rose
Pete Savoie
Sarah Savoie
Marshanna Sharper
Gwynn Sutterby
Samantha Tyner
Jim Ungvary
Diana Viola
Leigh Young
Zada Young
Zoie Young
Akerman LLP
Gower Ketchum
M EA RS IN M OTIO N N EW SLETTER • Septem ber - Oc t obe r 2016
3
EMPLOYEE NEWS
WELCOME ABOARD
Hello! Florida welcomes Jean Khan as
Accounting Manager
O
Jean was a pillar on the Mears accounting
team before choosing to stay home for a few
S
Public Accountant and brings a wealth of
experience to Hello! accounting. We’re so
glad Jean decided to join us again after
re-entering the workforce.
Please join in welcoming Abby Brocato to
the Print Shop as our new Graphic Designer.
Abby comes to us from Univision in New
York City where she worked on the Ad Sales
Marketing Team. Abby is a graduate of The
A I
N
a background in print design, logo/brand
identity, and large-scale indoor and outdoor
signage. She especially enjoys graphic design, typography
and layout design. Just like her passion for running, she is
always racing forward to take on the next creative challenge.
Welcome, Abby!
Skyler Day has joined the Mears/Hello!
Florida team as our part-time Receptionist,
working with Ebony Stephens. Skyler is an
Orlando native, currently attending classes
at Valencia College. Her professional
background is in the retail and customer
service industries. She also has experience
in the theme park industry, and her
We are pleased to introduce Sue Leinberger
as Disney Coordinator. Sue began her
career in a travel agency in center city
Philadelphia. She then became a supervisor
for American Express in a Business Travel
Center and helped establish an on-site
agency at Villanova University. After
moving to Minnesota, Sue took on the role
A
M
T
A
I
American Express. Her dream was always to work for Disney.
I
S
as a Mears Disney Sales Coordinator. Welcome, Sue!
4
MEARS IN M OTION NEWSLETTER • September - October 2016
ON THE MOVE
Congratulations to Lauren Riffel, our new
Hello! Florida Senior Account Manager!
Lauren joined us in December of 2012 as a
Sales Coordinator and quickly proved to be
I
joined the operations team. Probably the fastest
promotion in history, but she was able and
ready. Her uncanny ability to dig into the details
and think of every angle is what has given her high marks from
clients and Account Executives alike. Thank you for keeping our
clients happy!
Summer Roberts has taken on the role of
Hello! Florida Senior Account Manager.
Summer joined us in the fall of 2013 as
an Account Manager. She quickly learned
the ropes of DMCPro and was off running
programs for Nikki in no time. That southern
charm and wicked attention to detail is what
wins over the hearts of clients every day.
Please join in congratulating Meg Singleton
on her promotion to Hello! Texas Account
Executive. Meg came to Hello! Texas in
S
learned that she was playing a key role in the
I
she was promoted to Account Manager and
has excelled in every program and task she
was given. Her intense desire to succeed is a true testament to
her character, and we have no doubt that she will continue to
succeed in her new role. Congratulations, Meg!
EMPLOYEE NEWS
15 YEARS
25 YEARS
Ron Fulton
Manager, Carnival Cruise Line
Operations
Pete Savoie
Claim Representative
Nick Karaginis
Motor Coach Operator
Darlene Plisko
Hello! Florida General Manager
10 YEARS
Cindy Ard
MDS Airport Customer Service
Representative
Paul Bokel
Motor Coach Operator
Annette Dedeaux
MDS Customer Service
Supervisor
Jose Ducos-Diaz
Motor Coach Operator
Pat Fuller
MDS Customer Service
Agent
Carmelo Garcia
Motor Coach Operator
Jean Gomez
Motor Coach Operator
Mohammed Hassan
Motor Coach Operator/
Field Trainer
Stephanie Hotchkiss
Hello! Florida
Account Executive
Andrew Mackhrandilal
Sr. Computer Network Engineer
Supervisor
Beatriz Martinez
CCC Accounts Receivable Clerk
Moise Maxime
Motor Coach Operator
Angela Quijije
Motor Coach Operator
Lucner Richard
Motor Coach Operator
Larry Varney
Motor Coach Operator/
Field Trainer
Cecil Walton
Motor Coach Operator
Jennis Watt
MDS Customer Service Agent
Melissa Zorko
Hello! Las Vegas
General Manager
M EA RS IN M OTIO N N EW SLETTER • Septem ber - Oc t obe r 2016
5
EMPLOYEE NEWS
5 YEARS
David Allgood
Taxi Parts Counterperson
Lori Babb
Hello! Florida Field Staffer
Rita Carnero
Sr. Programmer Analyst
Jennifer Cline
Hello! Las Vegas
Account Executive
Christina Geller
MDS Customer Service Agent
George Legault
I
Jesenia Marcano
OIA S
Martin Martinez
Motor Coach Operator/
Field Trainer
Don Murtagh
OIA S
Robert Parker
Motor Coach Operator
Thomas Sesic
Motor Coach Operator
Jocie Vargas
CCC Call Center Supervisor
Warren Wagman
Driver Manager
Erik Hummel
Motor Coach Operator/
Field Trainer
Akella Myler
CCC Customer Service Agent
S
1 YEAR
6
Ivan Arocha, MDS
Ben Griffin, MDS
Patricia Phillips, HTX
Kayla Barron, HTX
Holly Grigsby, CCC
Tiffany Riley, MDS
Kelsy Beltran, HF
Raymond Hernandez-Colon, MDS
Luis Rivera, CCC
Kayla Borcherding, HAZ
Valerie Jenkins, MDS
Carly Ruecker, HF
William Bordies, MDS
Tiffany Kitts,HF
Joel Seda, MDS
Demetrius Brooks, MDS
James Lormil, MDS
Jean Thanis, MDS
Corinne Brown, HAZ
Erika Louis, MDS
Stanley Tommasello, CCC
Nicole Brzostowicz, HAZ
Alvin Luck, Jr., MDS
Diana Viola, MDS
Martin Burch, MDS
Elizabeth Macasadia, HTX
Steven Wallach, MDS
Chris Chung, HF
Rachel Matsukawa, HLV
Jennifer White, HF
Diana Conway, MDS
Britney Mingo-Ferriere, CCC
Janet Pagan White, CCC
Jeannine Daniel, MDS
Marie Mondesir, MDS
Beth Williams, MDS
Envernise Dortelus, CCC
Luis Mora, MDS
Stephanie Williams, CCC
Earl Freeman, Jr., MDS
Linda Pasquale, MDS
MEARS IN M OTION NEWSLETTER • September - October 2016
COMPANY NEWS
Celebrating 30 Years
On August 6, 2016, Hello! Destination Management celebrated our 30th anniversary. That’s 30 years of
connecting meeting planners and their guests to the best our destinations have to offer – whether through
a tour, theme park experience, gala awards dinner, teambuilding activity, or a powerful live event.
W
A
T
steady, responsible path of growth across the United States:
` January, 2000 - Hello! Arizona
` October, 2006 - Hello! Las Vegas
` October, 2010 - Hello! Washington D.C.
` October, 2013 - Hello! Texas
And by October of this year (2016), we will proudly announce the newest Hello! location.
M
III
M
I
commitment and dedication shown by Hello! team members over the last 30 years. Our core values
of integrity, enthusiasm and an intense desire to succeed are our recipe for success. They are absolute;
everyone in the organization embraces these values as their own. We call Hello! employees the Best in the
Business for a reason.”
Soaring 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.
Elsa Ayala
Blanca Irizarry
Laarni Mallo
Mike Minear
Nestor Sosa
Karren Umstead
M EA RS IN M OTIO N N EW SLETTER • Septem ber - Oc t obe r 2016
7
COMPANY NEWS
EXAMPLES OF EXCELLENCE
Motor Coach Operators Thomas Bentcliff, Luis Castanon, Alberto Gallardo, Jean Hector, James Hughes, Ed Itani, Nestor Sosa and
Sarah Wendeln
M
R
M
S
aboard Disney’s Magical Express (DME). Congratulations to Thomas, Luis, Alberto, Jean, James, Ed, Nestor and Sarah for earning a
Perfect Shopper Report and courtesy award! Here’s what the shopper had to say about their great service:
THOMAS BENTCLIFF
“In Thomas’ opening announcement he
welcomed us aboard Disney’s Magical Express.
He explained that there would be three stops
that included Caribbean Beach, Beach Club,
and Boardwalk. Thomas explained that once
we exited the motor coach he would return our bags to us. He told
us that if we had ‘yellow tagged’ our bags at the airport, then our
bags would be sent in a separate vehicle to our rooms. Thomas
then thanked us for riding Disney’s Magical Express. In his closing
announcement, he announced that we were arriving at Caribbean
Beach Resort and covered all message points. As we exited the
coach, he stood at the foot of the stairs and told each of us to watch
our step. During the trip, Thomas obeyed all traffic laws and speed
limits. He had a professional attitude and tone. Thomas achieved all
service points.”
LUIS CASTANON
“Luis seemed professional and polite as he
loaded the luggage. He was well spoken and
friendly and did a great job covering all talking
points. Luis covered all points in his second
presentation and also offered the coach number
should any items be left behind. He stayed
within all speed limits, drove smoothly and obeyed all traffic laws.
Luis achieved all service points.”
JEAN HECTOR
“Jean was at the door and greeted us with
a smile. He was friendly and welcoming.
Once onboard Jean welcomed us to the
DME and introduced himself. He told us the
stops and approximate driving time. Finally,
he said, ‘Please relax and enjoy. If you need anything to make you
comfortable please let me know.’ He also mentioned the restroom.
Jean obeyed all traffic laws and drove well within the speed limits.
As a result, the ride was very smooth. Jean said he would slow down
so we could take pictures as we entered the Disney property. As
we passed through the arches, he said, ‘Welcome to Disney World,
everyone!’ In his final presentation, Jean covered all message points.
He stood at the base of the stairs, pointed to them and said, ‘Watch
your step and enjoy your vacation.’ He seemed very sincere. Jean did
an outstanding job and achieved all service points.”
JAMES HUGHES
“James did an excellent job on both of his
presentations. He obeyed all speed limits and
traffic laws. As a result of staying within posted
speed limit signs, the ride was very smooth.
James stood at the base of the stairs as we
exited and said, ‘Watch your step; the last one
is a deep one.’ He seemed genuinely concerned for the well-being of
his passengers. Overall, James did an excellent job and achieved all
service points!”
ALBERTO GALLARDO
ED ITANI
“Alberto greeted us with a smile and confirmed
our destination. He was happy to assist
passengers with luggage. Once aboard,
Alberto stood facing the passengers and did an
excellent job with his presentation by covering
all message points. He spoke clearly and
was easy to understand. Alberto stayed within posted speeds and
obeyed all traffic laws. In his final presentation, again he covered
all message points. Alberto stood at the base of the stairs and asked
each passenger to watch their step. He covered all message points in
his presentations, obeyed all traffic laws and stayed well within the
speed limit. Alberto achieved all service points.”
8
MEARS IN M OTION NEWSLETTER • September - October 2016
“Ed welcomed us aboard. He did a great job
in his opening announcement. He faced the
passengers and made eye contact that helped
engage the passengers. Ed followed all posted
speed limit signs and obeyed all traffic laws. His
speed and driving style made for a very smooth
ride. Ed adjusted his speed for the rain. Again, he did an excellent
job on his second presentation. He was articulate and covered all
message points. There was a problem with the microphone. For it to
operate, Ed was forced to tap it numerous times. This did not seem
to bother him, as he took it in stride. As we exited the coach he
asked that we watch our steps. Overall, Ed did an excellent job and
achieved all service points.”
COMPANY NEWS
NESTOR SOSA
“Nestor was friendly and happy to
assist with the luggage. In his initial
announcement he thanked us for using
DME, stated that it would take 35
minutes to get to the first resort, named
each resort in order of drop off, told us
the location of the bathroom and said he would adjust the
video volume and air conditioning if requested. He obeyed
all traffic laws and posted speed limits. In Nelson’s second
announcement he gave us the order of stops, suggested we
check for belongings, described the luggage process, told
us to lower our head and watch our step and thanked us for
riding the DME. As we exited, Nelson stood at the base of the
stairs and said, ‘Have a nice day; one minute for the luggage.’
Nelson achieved all service points.”
Mears Global Earns
Safety Excellence Award
Lancer Insurance has awarded Mears
Global Chauffeured Services the
prestigious Safety Excellence Award.
This honor is a result of the combined
efforts of chauffeurs, mechanics and
managers who demonstrate a tireless
commitment to safety excellence.
SARAH WENDELN
“Sarah stepped out of the coach and
said loudly and clearly, ‘Disney’s
Magical Express to the airport!’ Once
all passengers were on board, she
stood facing us for her opening
announcement. She welcomed us
aboard Disney’s Magical Express and explained that the trip
would take about 30 minutes, depending on traffic. Sarah
informed us that there was a restroom at the back of the bus,
but that if we got up to use it we needed to be careful when
walking. She let us know that the temperature and volume
could be adjusted if needed. She told us that an informational
video would be playing and she encouraged us to watch it.
Sarah concluded by telling us to sit back, relax and enjoy
our ride to the airport. For her closing announcement, she
explained that we would be arriving at terminal B and that
we would need to go to the third level. Sarah explained that
on the third level there would be ticketing, security, shopping
and dining. She told us to please watch our step when we
got up to exit the coach. She said once we all had safely
exited the motor coach she would be returning our luggage.
Sarah told us she hoped that we enjoyed our stay and then
thanked us for riding Disney’s Magical Express. She obeyed
all traffic laws and speed limits. Sarah was very detailed and
professional and achieved all service points.”
M EA RS IN M OTIO N N EW SLETTER • Septem ber - Oc t obe r 2016
9
COMPANY NEWS
Hello! Las Vegas Honored at BIW
Inspirational Partner Forum
Recently the incentive agency BI Worldwide (BIW)
held their inaugural Inspirational Partner Forum in
Minneapolis. Hello! Las Vegas General Manager Melissa
Zorko was honored for Excellence in Operations – Best
On Site Delivery of a Program. Melissa was nominated
by three different BIW associates. Here’s what they had
to say about Hello! Las Vegas:
A Decade in Vegas
Hello! Las Vegas Destination
Management celebrates its 10-year
anniversary in October, 2016. General
Manager Melissa Zorko started the
fledgeling office in her dining room,
and since then the team has grown
to 20 talented people. As Hello!
Las Vegas conquered the renowned
“Strip,” they have worked in four
different offices and now hold contracts
with 11 major Las Vegas resorts. The
creative team has won major awards,
including an ILEA Esprit Award in 2015
and a Special Event Gala Award in
2016. Congratulations to our Las
Vegas group!
“Hello! Las Vegas consistently provides BIW and its
clients with outstanding service. They always seem
able to ‘pull the rabbit out of the hat’ with some of our
unique requests. They have delivered multiple Client
Forums, programs and VIP requests and we consistently
hear positive comments on their performance and levels
of service. They are a true partner.”
“Melissa and the team at Hello! Las Vegas have helped
our VIP clients on many occasions with show tickets –
this type of help for our top customers is awesome!”
“Not only does the Hello! Las Vegas team deliver
excellence in operations, they are great about reading
clients and ‘changing gears’ during site visits. The fact
that Melissa and her team can read our clients really
helps to ensure creative solutions and maximize time
during site inspections.”
10
MEARS IN M OTION NEWSLETTER • September - October 2016
Melissa Zorko
Hello! Las Vegas
General Manager
COMPANY NEWS
Hello! Awarded 2016 ILEA Esprit Award For
Best Entertainment Production
A
ILEA I
L
Events Association) Conference
in Austin, Texas, our Celebration of
the Americas won Best Entertainment
O
by Debbie Meyers-Shock of BRAVO!
Productions Entertainment, and Mark
Wells, Janice Dowling and Cameron
Rust of Hello! Destination Management,
this Amway America’s Family Day was
held at the Amway Center in Orlando.
T
brought together the Amway company’s
top corporate staff and independent
business owners and their families from
the North American operation. The
and designed a complete production
package that included stage, lighting,
video and effects to support the general
session and show.
of 12, with more than 20 different
languages spoken.
Hello! Florida conceived, designed and
produced a custom 70-minute show
with music, video and lighting elements,
and a cast of more than 60 performers
from around the world, complete with
pyrotechnics, aerial acts, blacklight and
shadow effects.
I
strolling entertainment, colorful
architectural décor, and extensive
branding created an energetic welcome
I
The Quality Suites
(computer code #790) is now
Canada Drive Hotel
7400 Canada Ave.
Orlando, FL 32819
407-363-0332
Shuttle Zone 3
Luxury Vehicle Zone 130
Taxi Zone 801
The Travelodge International Drive
(computer code #767) is now
Heart of I-Drive Hotel
7200 International Dr.
Orlando, FL 32819
407-313-1100
Shuttle Zone 3
Luxury Vehicle Zone 130
Taxi Zone 801
M EA RS IN M OTIO N N EW SLETTER • Septem ber - Oc t obe r 2016
11
COMPANY NEWS
Community ConneCtions
On August 1, 2016, 30 Hello! Florida and Mears
employees and their families teamed up at the
Walt Disney World Dolphin for the Hospitality
Helping Hands Carnival. Once again organized by a
dedicated Hello! Florida team, this year’s event had
a fantastic turnout of 200 Children’s Home Society
T
prizes, carnival games, lunch, cotton candy, dancing,
and a moon bounce. With the help of our vendor
partners, we created a memorable afternoon for these
deserving families.
KUDOS
Director, Training & Development Lynn Pool sends KUDOS to Director of
Maintenance & Communications Karl Clements:
“I’m so grateful for Karl’s assistance with preparing the vehicle for the
Universal Orlando driver training. He has been unwavering in his commitment
to helping our company present the best possible first impression (in less-thanideal circumstances). Karl has lost sleep over this project, and I cannot thank
him enough for his perseverance, attention to detail, creative problem solving
and ace welding skills. He has been a much-needed positive presence in
recent weeks.”
Core Values: Enthusiasm & Efficiency
Hello! Florida Account Manager Meg Terry sends KUDOS to Hello! Florida
Design and Production Manager Ali Larsen:
“Ali is super calm, professional, and attentive in EVERYTHING she does.
In addition, she has been unbelievably helpful leading up to the Novartis
program and has been available to me on nearly a daily basis to answer the
questions and concerns that have been brought up by my client. She even
made multiple trips out to Motor Coach Operations (I guess it’s not that far
for her right now) to measure the coaches to be 100% sure my client felt
comfortable with the branding. I literally couldn’t have given my client the
confidence that they have in us being able to execute this vision for the buses
without her help.”
Core Values: Respect & Enthusiasm
Lynn Pool, Director of Training and Development also sends KUDOS to
creative wizards Abby Brocato, Eric Ramos, Bill Langbein, Ali Larson and
Julie Mezzina:
“These energetic team players were invaluable in helping create a welcoming
environment aboard the minibus for Universal Orlando driver training. They
worked quickly (in extremely hot temperatures) to give our ‘mobile classroom’
just the right look and feel. Their efforts made all the difference as we launched
this important new partnership. Thank you all!”
Core Values: Efficiency & Enthusiasm
12
MEARS IN M OTION NEWSLETTER • September - October 2016
Client Service Manager Sarah Harvey sends KUDOS to Motor Coach
Operator David Marino and Luxury Vehicle Training Manager
David Thomas:
“I would like to express my gratitude and admiration for Motor Coach
Operator David Marino. David was recently asked to provide assistance
to a new driver out in the field. Apart from his high level of professional
skill, his fantastic attitude and his kind and encouraging words were so
much appreciated.He helped turn a challenging situation into a positive
experience. Thank you, David!
“Thank you to David Thomas for his words of encouragement and wisdom,
and his genuine desire to see all of us succeed. His energy is infectious, and
he inspires me to remember why we do what we do. David makes
a difference.”
Core Values: Enthusiasm & Respect
MDS Customer Service Supervisor Annette Dedeaux sends KUDOS to Motor
Coach MOD Jimmy Williams:
“I want to extend kudos to Jimmy Williams, as he continues to always be
willing to step outside of his standard duties to assist with searching out
lost items that are left on the coaches. Jimmy consistently goes above and
beyond when he receives calls from the Customer Service Center, i.e. MODs
or Agents. For this particular lost item, Jimmy voluntarily searched MC 4107
for a guest whose purse was missing. He went on hands and knees to
search for this item until he found it! Kudos, Jimmy, for the awesome job
that you do!”
Director of Client Services Lee Bradley adds:
“Outstanding job! This is a great representation of what great customer
service is all about. Thank you and keep up the good work.”
Core Values: Enthusiasm & Integrity
CUSTOMER COMMENTS
Sales Coordinator Peggy Nance and Motor Coach
Operator Sam Knechel:
“It was a pleasure dealing with you. You were
always so professional, pleasant, and responsive!
Your replies to queries were always prompt and
complete. Your suggestions were very helpful and
your willingness to work with us on terms and
pricing was most appreciated. We checked out 3
independent firms thinking we’d get better pricing.
We did not. Your price and Mears’ selection of
vehicles were the best. I would not hesitate to
recommend you and Mears to anyone with group
transportation needs.
Sales Manager Ortancis Gaines, Sales Coordinator
Shay Barnes and Hello! Florida Field Staffer
Glauco Couto:
Hello! Florida Account Executive Emily Nicolas,
Senior Account Manager Lauren Riffel and
Product Development Manager Brittaney Sasser:
“A huge thank you to all of your team for making
our travel a pleasant and easy experience. Nothing
was too much trouble and you and your staff
were incredibly friendly, helpful and hardworking.
Everything went very smoothly and we were
grateful for your patience with our ever changing
times! When you are working abroad and the
crew have long busy days, easy travel is hugely
appreciated so a BIG thank you. Please do pass on
our gratitude to all the staff as well.”
“Thank you so very much for managing last week’s
wildly successful ONE Ford Elite program! From our
initial meeting through program operation, you and
all of Hello! Florida proved to be a most valuable
partner. We are getting standing ovations from
dealers and Ford executives alike on every aspect
of the event. I will forward the photo website to
you and you can see for yourself the excitement in
everyone’s eyes at all the activities and especially at
the stunning décor in the ballroom on final night.
Thank you and I certainly hope we can partner
again soon on another event!”
“Sam was a delight to work with. He
accommodated our special needs/directions
in a most professional way. Many of our guests
commented favorably on his competence and
demeanor. I know he went above and beyond to
insure recalcitrant guests got to their destination on
time. His performance was particularly gratifying in
light of the downtown congestion on both nights.
He kept us well informed regarding any problems
and was quick to pick up when called. We couldn’t
have asked for any better service than that provided
by Mr. Knechel. He is a credit to Mears!”
Core Values: Enthusiasm, Efficiency & Respect
Core Values: Respect, Efficiency & Enthusiasm
Senior Sales Coordinator Rachel Bustamante
and Motor Coach Operators James Adams,
Eric Cosme, Cliff Main, Jonathan Mills, Patrick
Moncur, Jean Pierre, Keith Reagan, Gerald Reigle
and Derrick Wilson:
Hello! Florida Senior Account Executive Mika
Duynhouwer and Account Manager Natalie Vilar:
“I cannot thank you and your team enough for
the past couple of days! Everything went beyond
well with the ladies, and Laura Geller herself could
not have been happier with what she saw. When I
ran into the participants this morning, they could
not stop talking about how much fun they had
last night. The décor was fantastic, the activities
had them extremely entertained and of course, the
weather was amazing. Thank you both again!”
Core Values: Enthusiasm & Efficiency
Sales Manager Ortancis Gaines, Sales Coordinator
Shay Barnes and Motor Coach Operator
Joseph Gatlin:
“We had a very pleasant drive to the Titanic
Experience. Joseph Gatlin was very nice and
accommodating considering all the heavy rain
we had.”
Core Values: Enthusiasm, Safety & Respect
Core Values: Enthusiasm & Efficiency
Hello! Florida Field Staffer Mark Whitney:
“Mark deserves to be recognized for his willing and
kind spirit. I was told by more than one client how
nice the coach service was, and how easy it was to
find the coaches and that is all part of your team
and the leadership of Mark.”
Core Values: Respect, Efficiency & Enthusiasm
Sales Coordinator Erin Leonhardt and
Motor Coach Operators Joseph Gatlin and
Robert McGinty:
“Thank you so much! The service was exemplary
and your drivers were extremely courteous!
Although I will not be at Pineloch for the next
school year, I have forwarded your information to
the appropriate staff members and I am sure they
will work with you in the future. Thank you again
for your time!”
Core Values: Enthusiasm & Respect
“Thank you so much with all your help with
the trip. I’m so grateful to have someone as
experienced as you to help me find my way in my
first year as trip leader. Everything was organized
so smoothly and this was a big help, so thank you.
Please pass on my thanks to the drivers. We had
some lovely drivers who went above and beyond
to ensure the comfort and safety of our group.
Looking forward to working with you in 2017!”
Luxury Vehicle Chauffeur Elyor Usmanov:
Core Values: Respect, Safety & Enthusiasm
“I am thankful for the customer service provided
by Elyor. I can only imagine that his customer
service is a reflection not only of his personal
commitment to service but also a reflection of the
quality service Mears Transportation Group seeks
to provide companywide. I’ve used your service
for all my transportation needs whenever I travel to
Orlando. After this experience I don’t imagine I’ll
use any other service in the future when traveling
to Orlando.”
Travel Industry Sales Coordinator Jose Ulmos and
Luxury Vehicle Chauffeur Hemwattie Singh:
“Thank you for assigning such a great driver, Ms.
Hemwattie Singh. She was courteous, always on
time and most of all, flexible to our needs of the
day. Again, Ms. Singh is a gem in your company.”
Core Values: Respect & Efficiency
“The phone Elyor found in his van and reported
to you as lost has been returned. Elyor was kind
enough to call the number that I posted on my
phone when I locked the screen. My wife received
his call and we were able to make the appropriate
connections with Elyor that allowed him to return
my phone.
Core Values: Respect, Integrity & Enthusiasm
M EA RS IN M OTIO N N EW SLETTER • Septem ber - Oc t obe r 2016
13
CUSTOMER COMMENTS
EXAMPLE OF
EXCELLENCE
Luxury Vehicle Chauffeur
Anto-Gardy Delatour:
“I had the pleasure of
meeting and having Mr.
Delatour as my driver. As
a result of my experience,
I felt compelled to let you know what a
wonderful and professional person he is.
“I was in Orlando to attend an international
conference for trademark lawyers. There
were more than 10,000 attendees at the
conference. Needless to say, transportation
was a challenge. My schedule was tightly
booked with various social and business
meetings throughout each day, sometimes
starting as early as 7:00 a.m. and ending
after midnight, with little or no spare time
in between. I was very lucky to have met
Mr. Delatour and to have him as my fulltime driver. He was extremely professional
and attentive. He was able to manage
seamlessly a very complicated schedule,
with multiple pick-ups and drop-offs of
multiple people without any issues or
complaints. He was patient, polite and
kind. He was always on time or early. He
knew his routes and carefully planned them
out in order to get us there on time, always.
He cared about his passengers and their
comfort. He is an honest person, with a
kind heart. He works hard to take care of
his family. I respect him a great deal.
“My entire experience with Mr. Delatour
was a highlight to what was a very stressful
week. I believe Mr. Delatour is an asset to
your company, and he would be well suited
to manage any high demanding or VIP
guests of yours.”
Core Values: Efficiency, Enthusiasm
& Respect
Hello! Texas [then] Account Manager
Meg Singleton:
“Everything was great. Meg was wonderful to
work with. She answered all of our questions
extremely quickly, which was very helpful as
we worked on the event.”
Hello! Texas Account Executive Michael
Schultz adds:
“Meg was actually the initial sales coordinator for
this program and it was our first big win together.
Not too long after winning the business, Meg
was promoted to Account Manager and was
assigned to operate the program. She handled
a very demanding client and vendor challenges
throughout the program like a pro and she also
executed a flawless off-property event for 800
people. It was great to see her start the proposal
process, be a major factor in winning the
business, and then close out the program on
a very positive note.”
Core Values: Respect, Efficiency & Enthusiasm
Sales Manager Ortancis Gaines and Motor Coach
Operators Timothy Baker, Mehmood Mujahid,
Lou Sehovac and Sarah Wendeln:
“Thank you for helping me book the coaches for
my church (Citadel of God Almighty). We loved all
the drivers, especially Tim and Lou! We were lucky
each time with everyone, including Mehmood and
Sarah. Everyone was so professional, patient, and
extremely kind, even to the kids. We appreciated
them and the greeter who met us at the airport.
We will definitely be sure to use you guys again if
need be, and recommend you to other churches.”
Core Values: Respect & Enthusiasm
“I would like to share with you a wonderful
experience that I had with one of your drivers,
Ayman Ellid. He gave me a ride to the Orlando
Airport Saturday morning, and in my haste at the
early hour, I left my cell phone in the van. I called
and left a claim for it, but feared it long gone.
When I had access to my computer, I was able
to reach Mr. Ellid via the receipt I was emailed,
at which point I asked him to check for my cell
phone. Mr. Ellid did indeed find my phone, and
was able to ship it back to me.
“Where I’m from, that cell phone would have
never been found. And even if it were found, it
would have most likely never gotten back to me.
But because of the kindness, care and attention
Mr. Ellid showed, I was able to get it back; it
housed some very special photos that I wouldn’t
have been able to have again. I can’t thank him
enough for going out of the way to see that a
mistake that I made was corrected, and some
precious memories were not lost. The least I could
do is let you know the quality person he is. Thank
you, Mr. Ellid, not only for a smooth ride, but for
going out of your way to save the day!”
Core Values: Integrity, Safety, Respect
& Enthusiasm
Hello! Florida General Manager Darlene Plisko,
Account Executive Michelle Wilkie and Account
Manager Ricky Plokhaar:
“I so appreciate all that you, Ricky and the entire
Hello! Florida team did to partner with us to make
the Global incentive so successful. Thank you
again for all of your personal touches and help!”
Core Values: Efficiency & Enthusiasm
Hello! Washington D.C. Account Manager
Ashley Blakeley:
Luxury Vehicle Chauffeur Billy Bui:
“I talked to Jane via text this morning and she said
last night was wonderful. Weather was glorious.
She thought the location couldn’t have been
better. Everyone was able to see the White House
rooftop and the Secret Service. THANK YOU for
all you’re doing to make these events a big success
for NASPD!”
“I met Billy at the Waldorf in December and since
then I have had the opportunity to use his services
on 4 occasions. He is a true professional. He
takes the time to follow up, confirm and check in
from time to time. I was using another service in
Orlando previously for more than 7 years. I have
not looked back or considered the other service
since meeting Billy in December.”
Core Values: Enthusiasm & Efficiency
14
Luxury Vehicle Chauffeur Ayman Ellid:
MEARS IN M OTION NEWSLETTER • September - October 2016
Core Values: Efficiency, Respect & Enthusiasm
CUSTOMER COMMENTS
Hello! Florida Senior Account Executive Lorraine
Hunter, Account Manager Samantha Glock and
Sales Coordinator Morgan Knox:
“From the very first phone call with Lorraine,
I knew I was in good hands! She is absolutely
amazing! Anticipated my needs, read my mind,
listened thoroughly, responded immediately,
communicated effectively, negotiated and
partnered - all the right things that make a meeting
planner’s life so much easier. Given this is the first
time I’ve worked with Hello! Florida, I was very
pleased with the results. Bravo and well done!
“Samantha was extremely hard-working and her
good intentions were definitely felt and seen.
She would always make herself available to
troubleshoot, listen and go into action as needed.
I appreciate her hard work and long hours in
ensuring that the program was a success. Hello!
Florida is truly lucky to have this ‘dynamic duo’!
Simply the best!”
Core Values: Enthusiasm, Efficiency & Respect
Business Manager Rosemary Gates and Director
of Business Development Karen Pitcherello:
“Rosemary, a big thank you to you and Mears for
the fun limo on World Class Vacations Limo Night
Out. Everyone on the staff had an excellent time. I
appreciate you and Karen for making this happen
for my youthful staff.”
Core Value: Enthusiasm
Luxury Vehicle Chauffeur Mehdi Zahi:
“Mehdi chauffeured 4 of us, including my 85-yearold mother-in law (and her wheelchair) from the
Orlando airport to the Port Canaveral Disney
cruise terminal. He was so kind and courteous in
assisting us. Although we arrived late and risked
missing out on our cruise, Mehdi made sure we
arrived as efficiently as possible. He is a great
asset to your company and very personable. I will
recommend Mears Global Services to everyone.
Thank you so much and please pass on our high
praise for the wonderful job Mehdi did in helping
us ‘make our vacation.’”
“With only three weeks to plan this program, Sarah
and Shannon were amazing. They were quick to
react to changes and so easy to work with.”
Core Values: Enthusiasm & Efficiency
Senior Account Executive Sarah Barry adds:
Core Values: Respect, Safety, Efficiency &
Enthusiasm
Hello! Arizona Senior Account Executive Sarah
O’Donnell, Account Manager Shannon Uribe and
Sales Coordinator Kayla Borcherding:
Hello! Arizona Senior Account Executive Sarah
O’Donnell, Operations Manager Natalie Ryker
and Sales Associate Kayla Borcherding:
“Natalie and Sarah were very supportive and did
an excellent job!”
Motor Coach Operator Tito Medero:
Core Value: Enthusiasm
Luxury Vehicle Chauffeur Rodrigo Zerpa:
“I want to commend a driver for exceptional
service. My family and I received a luxury van
pick-up at the Swan hotel to the airport. My
mother accidentally left her tablet in the van and
our driver, Rodrigo Zerpa, went above and beyond
to make sure she got it back in excellent condition.
It is honesty and true customer service like his that
will make me a repeat customer!”
Luxury Vehicle Chauffeur
Marty Decker:
“We received a glowing
report regarding chauffeur
Marty Decker. The meeting
planner stated in her
widely-published, post-convention survey
these kind words: ‘Verna Myers was our
keynote speaker for the conference. Marty,
the chauffeur who picked her up, had
researched her ahead of time and was well
versed in ‘TED Talks’ of which she is a part.
He ended up talking about it the whole ride
and Ms. Myers was very impressed with his
service. She was thrilled when we got to the
resort and seemed very comfortable, thanks
to Marty. This made a huge impact on her.
Well done.’
Core Value: Enthusiasm
“We had a fabulous trip thanks to Tito. He was
excellent and we would love to have him on any
future trips.”
EXAMPLES OF
EXCELLENCE
“Thanks so very much to Marty for making
Mears shine in the eyes of Disney and this
meeting planner!”
Core Values: Respect & Enthusiasm
Motor Coach Operator
Rueben Shaw:
“The level of service that he provided to us was
awesome and gave us a feeling of security that we
would be on time at meetings and events. Ed was
always there, very friendly and always ready to
help. There is no other driver we wish to have for
future SAPPHIRE events than Ed. Thanks so much
for having given me the opportunity to meet a
great person!”
“We’ve just got back to
England from our holiday
in Orlando and I’d just like
to say that Rueben was the
happiest, most kind and friendly person we
met on holiday. He had the whole trolley
singing songs and he was talking to the
whole bus for the whole journey. We all
stood waiting for the trolley in the boiling
sun, so hot. Then he pulled up, flung the
doors open with the biggest smile on his
face and shouted, ‘Hi! How ya’ll doing?
Come on in!’ and everyone burst out
laughing. He was so friendly and I’d just like
to say thank you. You’re fantastic at your job
and here’s a massive high-five.”
Core Values: Efficiency, Respect & Enthusiasm
Core Value: Enthusiasm
Luxury Vehicle Chauffeur Ed Evangelista:
“Thank you for the great pick-up arrangement
during SAPPHIRE. My manager, Carsten Thoma,
Global President of CEC and I enjoyed being
driven by Ed. He was very professional, very kind
and always very reliable and flexible.
Core Values: Integrity, Enthusiasm & Respect
M EA RS IN M OTIO N N EW SLETTER • Septem ber - Oc t obe r 2016
15
CUSTOMER COMMENTS
Motor Coach Operator Salim Khan:
“Our driver for the one-way move on the Central
Florida trip went above and beyond. Salim called
when he arrived at the resort and then called
back after the move to share he had found a bag
with an iPad and other personal items in it. After
checking with our Guests, we determined the
bag was not from our group. This team member’s
performance in reaching out to us and asking if
the bag was ours exceeded our expectations.
Please thank him on our behalf. This is why we
only use Mears!”
Core Values: Integrity, Enthusiasm & Respect
Hello! Arizona Account Manager Nicole
Brzostowicz, Account Executive Holly Stephens,
Creative Services Manager Tressa Rini and
Director of Creative Services Cendy Knight:
“It was a pleasure to work with you both on
this event! I had a blast and the reaction from
our guests was all positive. My boss was very
impressed and I was totally ‘wowed’ by the
signage and set up - OUTSTANDING!”
Core Values: Enthusiasm & Efficiency
Hello! Arizona Senior Account Executive Brianna
Moody, Account Manager Shannon Uribe and
Sales Coordinator Ashley Young:
“The Hello! Arizona Team is beyond the most
STELLAR agency I have ever worked with. YEAR
AFTER YEAR - they never disappoint but instead
deliver an exceptional experience with world-class
customer service and attention to deal, coupled
with the needed support, from the beginning in
planning to critical deadlines and conceptualizing,
to execution and follow-up. Just really appreciate
and value the partnership that Hello! Arizona
provides Microsoft and specifically the Microsoft
Retail Store Manager Meeting Annual Event. Thank
YOU TEAM! I wish I had you on all my events I
have done for Microsoft for more than 18 years!”
Core Values: Enthusiasm & Efficiency
Hello! Arizona Senior Account Executive Sarah
O’Donnell, Account Manager Lindsay Pack and
Sales Coordinator Kayla Borcherding:
“Sarah and Lindsay were AMAZING. What great
representatives of partnership. They have made me
a loyal Hello! advocate.”
Core Value: Enthusiasm
Motor Coach Operator Demetreus Eaves, Luxury
Vehicle Chauffeur Jerome Gardy, Limousine
Chauffeur David Lambke and Motor Coach
Operator Jose P. Pico:
“We’ve now had time to relax and reminisce about
Christa and Rory’s wedding. Our limo and van
drivers were such gentleman and professionals!
Our bus drivers made those runs and got everyone
home safely and with such a great attitude!”
Core Values: Respect, Safety & Enthusiasm
Sales Manager Ortancis Gaines and Sales
Coordinator Shay Barnes:
“Thank you and Shay for all of the hard work
and MANY changes you helped our group with
this year while we were in town for the Microsoft
conference. I am sure there are times when you
want to tell us to go take a hike, but we are happy
you don’t! We just want you to know how much
we appreciate you and what a pleasure it is to
work with you both. Thank you so much! Until
next year!”
Core Values: Respect, Efficiency & Enthusiasm
Luxury Vehicle Chauffeur Mansoor Talsani:
“We sincerely appreciate Mansoor’s awesome
service. His customer service was outstanding.
He made us feel welcome in the city they call,
‘the house with the mouse.’ He has a gift of
knowing how to talk to people and he was prompt
each time we needed car service. I will absolutely
visit your city again and I will certainly look forward
to having this driver again. Mansoor is a great team
player who represents your business very well.”
Luxury Vehicle Chauffeur Yasmin Talsani:
“My daughter rode back to the airport with her
brother. I can assure you, we WILL be making future
arrangements with your company, and Yasmin, if she
is available! Thanks again for making ‘our’ (mom at
home worrying while daughter is on her own) first
time [traveling apart] a good one!”
Core Values: Respect, Safety & Enthusiasm
Core Values: Enthusiasm, Efficiency & Respect
16
MEARS IN M OTION NEWSLETTER • September - October 2016
Motor Coach Operator Randy Porter:
“We used your shuttle service on our Orlando
holiday and found them very good - especially Mr.
Randy Porter, who was fantastic. Nothing was too
much trouble for him. Please pass on our many
thanks to him for us. Many, many thanks for your
excellent service on our holiday.”
Core Values: Enthusiasm & Respect
Luxury Vehicle Chauffeur Jean-Waldo Subtil:
“Jean-Waldo Subtil provided very caring and
professional transportation service for me. I
needed transport from the TAGC2016 conference
at the Orlando World Marriott hotel to the Orlando
Amtrak Station and again from the Orlando
Amtrak Station to the Orlando Airport.
“I am a 70-year-old female college professor. I
was traveling alone for 10 days in Florida. I cannot
adequately express my sincere gratitude for the
fine service that Jean-Waldo Subtil provided. He is
a tremendous asset to your enterprise. I hope that
my high praise somehow reaches management.”
Core Values: Respect & Enthusiasm
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