William P. Hobby Airport has been certified as the first 5-Star airport ever in North America by international air transport rating agency Skytrax in its World Airport Star Ratings for 2022. Hobby Airport excelled in all 29 Skytrax ratings categories to earn the coveted 5-Star rating, claimed by only 16 airports in the world. George Bush Intercontinental Airport maintained its outstanding 4-Star rating for a fifth consecutive year and improved its scores across the board.
Hobby Airport’s momentous accomplishment could not have been made without every member of the Houston Airports community. Integral contributors to that success are the dedicated men and women who comprise the Houston Airports custodial teams, according to Andrew Czobor, Assistant Director, Terminal D & Federal Inspection Services, Terminal Management at Bush Airport.
“Their worthy contributions were called out and praised by Mayor Sylvester Turner during the recent 5-Star announcement at Hobby Airport,” Czobor said. “And rightfully so – our custodial teams are truly stellar.”
Melanie Brown, Division Manager, Customer Service for Terminal A at Bush Airport, concurred. “Houston Airports’ custodial teams work around the clock, 365 days a year ensuring that our airports are ready to receive guests,” Brown said.
The airport system’s custodial professionals often go far above and beyond their “regular” duties and assist guests with wayfinding, customer service and even language translations when the guests speak another language and find it difficult to communicate.
“Very often,” Czobor said, “our custodial staff are the ones behind the scenes pulling it all together.”
The custodial teams were on the front lines of the global COVID-19 pandemic, sterilizing airport facilities and exceeding prescribed CDC guidelines for cleanliness with great attention to detail.
Traci Rutoski, Division Manager of Custodial Services at Hobby, was highly complimentary of the custodial staff.
“They showed up with smiles behind masked faces and never complained,” Rutoski said. “They are the unsung heroes of Houston Airports and we owe them all a debt of gratitude.”
A well-trained and dedicated custodial team is an invaluable asset to an organization. The challenges of the pandemic have driven that point home, perhaps more than ever. Custodial teams are among the keys to guest safety, airport efficiency and attractiveness and ultimately, organizational success.
“Often, custodial team members serve as the eyes and ears of Houston Airports,” Brown said. “Moving efficiently and doing something as seemingly simple as cleaning up a spill so that no one falls alters potential outcomes that could be problematic - injuries, poor impressions of our airports, and more.”
By keeping the terminals clean and clear from potential hazards, custodial teams make Houston Airports better.
Additionally, Brown said, “Houston Airports is focused on a guest experience second to none. The likelihood of customer satisfaction is exponentially higher in a clean, safe environment.”
Liliana Rambo, Chief Terminal Management Officer at Houston Airports, was also very appreciative of the custodial staff.
“Thank you all for your commitment, service, and sacrifice,” Rambo said and referenced the custodial staff across the airport system. “YOU are why we can deliver a 5-star airport experience that showcases world-class service, modern facilities, and a uniquely ‘Houston Friendly’ hospitality - first time, every time.
“We are glad you’re here!”