St. Louis Convention and Visitor’s Commission’s Brand Experience Trainer Lorraine Gustavis outlines customer service excellence.
Customer service is taking center stage at Lambert Airport in 2013. St. Louis Convention and Visitor’s Commission’s Brand Experience Trainer Lorraine Gustavis shared tips on providing great customer service to passengers and visitors. The Brand Experience expert was the guest speaker for the monthly Catch Us Giving great customer service seminar. Gustavis says passengers and visitors will recognize a ‘fake’ smile, so she suggests sharing a genuine smile and having a positive attitude. Lambert Authority, partners, airlines and tenants were among those who showed up to add some new customer service tips to their repertoire.
Business partners Phil Parks and James Biggs, both of Rocky Mountain, NC enjoy the rocking chairs in the gate areas.
Phil Parks and James Biggs both of Rocky Mountain, North Carolina visit the St. Louis area a couple of times a year on business. Parks and Biggs enjoy the moment reading and talking on the phone in the rocking chairs as they await their flight back to North Carolina. When asked how they were enjoying the rocking chairs, Biggs enthasiastically responded, "Oh yes, I enjoy them. It reminds me of being back at home on my front porch." The rocking chairs are a big hit with passengers. They can be found placed sporadically in the gate areas in Terminal 1 and Terminal 2.
Soldiers from Fort Leonard Wood’s Basic Training line-up to head back to the base following a two-week holiday block leave.
Fort Leonard Wood’s Green Day Exodus of soldiers is a big day at Lambert Airport during the holiday season. The return of soldiers is another big day. Each year soldiers have two weeks to take a break and enjoy the holiday season with family and friends. Four thousand Army Basic Training AIT students returned to Lambert Airport and were lined up to make the streak back to Fort Leonard Wood. Army Captain Nicholas Cosmas said the soldiers had 15 days off and now it’s time to get back to work. The soldiers are in different phases of Initial Entry Training.
Four-year old Pug, Yoshi takes advantage of the pet rest area outside of T1 to stretch her legs for a little playtime.
Michael Bazan of San Diego and his four-year old Pug, Yoshi enjoyed the pet area outside of Terminal 1 at exit 6 as they waited for a friend to pick them up. Bazan and Yoshi will ring in the New Year in St. Louis with friends. Lambert Airport is proud to serve passengers who are traveling with their pets. We offer two outdoor rest areas for pets with 400 square feet of gated space. The spaces come complete with park benches, trash cans, plastic mitts for clean-up and a fire hydrant. Yoshi took full advantage of the wide-open space. Happy New Year Yoshi!
Four-year old Lily Knichel volunteered to hand out candy to thousands of soldiers heading home from Lambert Airport for the holidays.
Fort Leonard Wood’s Green Day Exodus of soldiers is an exciting day at Lambert Airport during the holiday season. Volunteers include the young, seasoned & retired military men and women. This year four-year old Lily Knichel joined her grandfather; a retired U.S. Marine to hand out goodie bags. Lily turned on the charm as she handed out the goodie bags and even took some time to take pictures too. Lily was always ready to pose for a picture when requested. The soldiers said they were honored to have someone so young donating their time to make their holiday exodus a memorable one. More than 4,000 soldiers converge on Lambert Airport as they head home for Holiday Block Leave.
Lambert Director Rhonda Hamm-Niebruegge and Environmental Health/Safety Manager Joletta Golik accept Lambert's Circle of Excellence Award for the 2012 St. Louis Green Businss Challenge.
(St. Louis) Lambert-St. Louis International Airport was awarded a Circle of Excellence Award of Merit in the 2012 St. Louis RCGA Green Business Challenge which promotes sustainability strategies in the region. Lambert was a first year participant and one of a few organizations honored with the greatest gain in new sustainable practices or strategies over the duration of the six month competition. The Green Business Challenge was sponsored by the St. Louis Regional Chamber and Growth Association.
Lambert pursued an aggressive campaign to set new standards for its sustainability program with goals and guidance set out by the competition as well as its own unique programs.
· Created a “Green Team” to guide Airport-wide audit and implement 11 new sustainability practices
· Implemented pilot programs for food waste composting and green cleaning services
· Increased energy efficiency with installation of 200 occupancy sensors, LED lighting and new HVAC systems
· Improved waste generation reduction and recycling policies
· Increased water conservation by installing low flow sanitary system
The Airport also continued to achieve in areas of sustainability leadership:
· Expanded fleet of alternative fuels vehicles with more than half operating on compressed natural gas or bio-fuels
· Opened second free waiting zone/cell phone lot for public to reduce traffic congestion and vehicle carbon emissions
· Installed five electric vehicle charging stations for public at Airport parking lot
· Increased construction waste recycling requirement for all projects
As the primary commercial service Airport for the St. Louis region, Lambert operates more than 1.4 million sq. feet of building space through its terminals, concourses, offices and other airfield support buildings. Lambert, owned and operated by the City of St. Louis, manages approximately 180 tenants. Lambert served nearly 13 million passengers in 2011 and is the 31st busiest airport in the United States as ranked by the Airports Council International. (Pictured right: Joletta Golik and Jonathan Matheny, Airport Environmental Project Manager.)
Lambert-St. Louis International Airport has reached another major milestone in its $70 million Airport Experience Program. The Airport has completed renovations and reopened the final set of restrooms in Terminal 1 to meet the demand of the Christmas holiday travel rush.
The renovated restrooms are located in the lower level of Terminal 1 near the entrance to the A Concourse security checkpoint. The Men’s, Women’s and Family Assist restrooms feature bright white counters, colorful tile wall surfaces, new lighting, new stalls and new plumbing fixtures. Restroom features are all ADA compliant. Because of the restrooms’ location to the USO, the Airport also added additional mirrors, seating and hooks to accommodate military personnel who often need to make uniform changes at the Airport.
In the last 18 months, Lambert has renovated nine sets of restrooms in Terminal 1 and Concourses A & C. The Airport also built a new set of restrooms in Terminal 1 Bag Claim to provide closer facilities for passengers exiting the C Concourse.
“For our passengers and our employees, the complete makeover of our restrooms is one of the most important projects in this entire campaign,” said Lambert Director Rhonda Hamm-Niebruegge.
In other Airport Experience news, the Airport has also completed a new entertainment stage in the lower level of Terminal 1 directly across from Starbucks and The Pasta House restaurants. The stage will be used for various events and performances. The Airport’s annual holiday choir performances, sponsored by the St. Louis Christmas Carols Association, are now being staged at this new location. Performances are scheduled through December 21. The stage space is enhanced by a new atrium that opens to the upper level Ticketing Lobby in Terminal 1.
The renovations to the lower level are now more than 90 percent complete. Higher, brighter ceilings along with new circular lighting have transformed the lower level and Bag Claim into a more welcoming space. The Airport is continuing its work in phases on the upper level with new ticket counters and new terrazzo flooring. The Airport Experience Program is scheduled to be completed in 2013.
Santa takes a seat to welcome arriving passengers in a new holiday scene in the Terminal 1 Bag Claim.
Ho Ho Ho and a big holiday hello. Lambert-St. Louis International Airport is dressed up for the Christmas season to help spread the season’s good cheer. Passengers are being greeted with holiday colors at ticket counters and gate areas. Arriving passengers get a festive hello and welcome to St. Louis, too, especially in Terminal 1. The Bag Claim features two major holiday displays near Carousel 1. The first features Santa and his dog next to a Christmas tree swamped with presents and a toy train. An equally impressive display is Lambert’s wild winter scene which features snow frosted trees, deer nibbling at a rocky brook and of course, a snowman. The window displays were created by Lambert’s Field Maintenance and Sign Shop teams. For more photos, click here.
Melynda Lamb leads the Pattonville H.S. Choir for a holiday performance at Lambert this week.
St. Louis has an amazing community of voices. Some of those voices will be in the spotlight for the annual holiday caroling at the Airport. With tremendous support through the St. Louis Christmas Carols Association, two dozen organizations are scheduled to perform in Terminal 1 and Terminal 2 through December. Schools, churches and community choirs get a chance to lift the spirits of travelers and Airport visitors with traditional, and maybe not so traditional holiday songs.
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Avoid parking fees the next time you pick up a passenger. Lambert provides free waiting zones for motorists near each terminal.