b'OPERATIONSMIA 77Following the ceremonial kickoff, more than 70 Miami-DadeMiami-Dade County Aviation Department has since approved a Aviation Department administrators and supervisors were the firstbudget with more than $10 million for 135 additional Lightning to participate in the training course. Content was developed byCrew team members. By fall 2024, about 60 had already been the Convention and Visitors Bureau to equip and empower MIAshired and deployed. workforce with the skills and knowledge necessary to make everyLightning Crews are primarily designed to augment existing customer interaction memorable and positive. maintenance staff, but they are also deployed for other missions More training sessions occurred this fall, some in person andas well. In July, when a CrowdStrike software update disrupted others via on-demand video. The one-hour program is requiredairports and other businesses nationwide, MIA dispatched its for all current employees of the Miami-Dade County AviationLightning Crews to assist stranded travelers.Department (about 1,500 workers) as well as future hires. CutiWe had long rebooking lines and a lot of flight cancellations, says the ultimate goal is to have all staff of airport partnersaboutCuti recalls. As soon as it happenedat 4:35 in the morningwe 37,000 workers in allcomplete the training, too.called in our Lightning Crews. Instead of addressing maintenance issues, they were helping people in lines, passing out water, helping A Valued Partner people locate gateswhatever they could do to help.Training is led by Convention and Visitors Bureau employees with experience in theThe introduction of Lightning Crews aligns with significant hospitality industry, and content is designed toinvestments MIA is making to update its infrastructure. A $7.4 build top-notch customer service skills. Rolandobillion capital improvement initiative is expanding the terminal, Aedo, chief operating officer of the Bureau,concourses and gates. In addition, the $1.7 billion Modernization In notes that the I AM MIA program evolvedAction program includes:from a similar training program initiated by his$235 million to replace more than 125 passenger boarding organization in 2009. ROLANDO AEDO bridges;That campaign, titled Miami Begins with Me, has trained more $100+ million to renovate about half of the 447 restrooms in than 25,000 employees of key service businesses throughout thethe terminal;community, including hotels, restaurants, taxi providers, the seaport and airport. The training focuses on customer service excellence, as well as Miami history and heritage, the economic impact of tourism, inclusivity and awareness.Previously, the Convention and Visitors Bureau tailored the Miami Begins with Me training to include specific aspects of airport work and customer encounters, and it became part of MIAs onboarding program until the COVID-19 pandemic put that and other training on pause. The new I AM MIA initiative resumes and enhances that training.We recognize the airport is our welcome mat, Aedo explains. While Miami is known as a world-class destination because of our beaches, our hotels and our restaurants, we want to make sure we match that with excellent customer service.The airport has always been a critical partner of ours, he adds. Their infrastructure is improving dramatically, and now the softwaretheir peopleare going to improve along with it. We want people to not just deliver great customer service, but to be ambassadors of the community in which they live.Positive Lightning StrikesCustomer service training is the second phase of the I AM MIA campaign. The first was implemented last March, when specially trained airport maintenance workers called Lightning Crews beganCharlotte Douglas patrolling the terminal to identify and address maintenance issues.International Airport The workers replace burned out lights and damaged ceiling tiles,Terminal Lobby Expansionrepair bathroom faucets and tackle other relatively easy maintenance issues that are in the public eye.The original Lightning Crews consisted of existing employees who received overtime to participate in the new program. The AirportImprovement.comJanuary | February 2025'