Teamwork Translates into Outstanding Customer Service
ABM's Milagro Menjivar (she/her) observed a large group – nearly 60 passengers – gathered by the ticket counters and looking a bit lost. After approaching the travelers, Milagro learned the group’s primary language wasn’t English and they needed help navigating PDX.
Acting as their translator, Milagro escorted the group to baggage claim and notified her supervisor, Robert Lohr (he/him), who stepped up to assist. Nearby, Port of Portland Airport Operations Specialist Francis Evanado (he/him) noticed how many passengers needed assistance and also offered to help.
Milagro, Robert and Francis worked as a team, directing passengers to restrooms, facilitating food and beverage purchases, and connecting them with their local contact who was responsible for transportation to their hotel.
Their chartered transportation was running late, so Francis coordinated with SP Plus parking staff to confirm the shuttle was at the correct island. The team then ensured the guests found their way to the charter bus.
Although the large group was on their way, Milagro learned that a smaller party was due an hour later. She arranged to meet them upon arrival, showed them where to collect their bags and guided them to their charter bus.
Milagro, Robert and Francis were winners at the PDX People Customer Service Awards, where we recognize airport employees who truly stand out as extraordinary. Missed the last virtual awards ceremony? View the event recording or read about past winners.
You can also nominate an employee who embodies the PDX People values and serves as a shining example of great customer service – submit a nomination now.