When Atlantic Aviation v-p Sue Sommers checked into her hotel in Cancun, Mexico, on vacation last year, she was greeted with a cold drink by a friendly, knowledgeable local concierge before she could even make it to the check-in counter. That planted the seed, and the idea has blossomed into Atlantic’s concierge program. Atlantic plans to have concierges greeting passengers and pilots at the four largest of its eight FBOs. Duties will include providing any assistance possible that counterbound customer service representatives are not in the position to provide.
The first hired in the role was Kim Lamond at Philadelphia International Airport (PHL). She represents the ideal candidate for the position, said Sommers. “Kim came from the hotel/hospital industry,” she said. “She’s a local with a lot of information about where to find just about anything in the Philadelphia area, and she has the right personality and temperament. Kim was just what we were looking for, and we found her by placing an ad in the paper.”
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