b'76 MIA OPERATIONS Miami Intl Implements Airport-WideCustomer Service Training BY PAUL NOLANRalph Cuti, director and chiefCounty Mayor Daniella Levine Cava executive officer of Miamiand leadership at the Greater Miami International Airport (MIA), knowsConvention and Visitors Bureau, airport you only get oneleadership is demonstrating a tangible chance to make a firstcommitment to the often-used phrase impression. For mostpeople are our greatest asset.people visiting Miami,During a July 2024 ceremony whether coming forannouncing the campaign, Mayor Levine business, fun or aCava joined Cuti in emphasizing the FACTS&FIGURESmix of both, that firstimportance of customer service from all impression occursRALPH CUTI airport personnel:Project: Improving Customer Serviceat the citys bustling Location: Miami Intl Airportairport. Just as we are making unprecedented 2023 Passenger Volume: 52.3 million investments to upgrade and modernize Cuti also understands that the mostthe MIA facility, we are also investing like Airport Owner: Miami-Dade County Aviation Dept. impactful and lasting impressions arenever before in customer service training Customer Service Training Program: I AM MIAmade through human interaction. So,at our countys largest economic engine, Participation: All current & future Aviation Dept.while MIA is investing nearly $9 billionsaid the mayor. With travel up 10% at workers must complete training; all new employees ofin maintenance upgrades and capitalMIA this year, which puts us on pace airport partners must complete training to receive securityimprovements over the next 10 years, itfor a new annual record of 58 million clearance also launched a $10 million program to Key Partners: Miami-Dade County Mayors Office add maintenance staff and is providingpassengers, leaving a positive and lasting helped create training program; Greater Miami impression on each visitor to Miami-Dade comprehensive customer service trainingCounty is more important now than ever.Convention & Visitors Bureau conducts trainingfor frontline workers at the airport.Associated Effort: Lightning Crews augmentCuti added, The idea is to train all our maintenance staff to replace burned out light bulbs, The training campaignI AM MIA workers and all our stakeholders to treat fix damaged ceiling tiles, etc.includes all airport employees as well asairport users with the same level of care Cost: About $10 million budgeted to add 135 new workers those working for its airlines, concessionthat you would provide to your family. The Key Objectives: Equip & empower airport workers withproviders and other partners. Withgoal is to get everybody on the same page skills & knowledge to make every customer interactionsupport from the office of Miami-Dadewhen it comes to customer service.memorable & positiveJanuary | February 2025AirportImprovement.com'