U.S. leisure and hospitality job hiring has surged in recent months with 55,000 such jobs added in April. U.S. leisure and hospitality jobs grew 155% in April 2017, compared with the year-ago period, making it the fastest growing category for the month.
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The international tradeshow showcased a myriad of sedans, SUVs, Sprinters, Transits, motorcoaches and more.
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LAS VEGAS — The ranks of award winners this year spanned first-timers, newcomers, veterans, and even some second-time winners of the annual Operator of the Year Awards.
Such diversity proves how any company of any age can embrace changes and new ideas — the theme of this year’s Show — and succeed in tough, competitive circumstances.
Winners of the industry’s annual business achievement awards were recognized March 14 at the LCT Awards Celebration in a ballroom, which was decked out in an array of bright colors and dynamic lighting that matched the futuristic theme of “Embrace The New.”
A panel of six independent judges scored two to four finalists in each category on a scale of 1-10 each in the following areas: Customer service, technology, safety/insurance, chauffeur training, media/marketing, and community/industry involvement. The highest scorers out of a maximum of 60 points became the winners.
Following a cocktail hour and plated dinner, Bobit Business Media CEO Ty Bobit and LCT Publisher and Show Chair Sara Eastwood-Richardson, who appear in these photos, took to the stage to announce winners. And while LCT’s annual awards recognize industry achievers, the bigger benefit comes from learning how and why they succeed. Here are the winners and a sampling of best practices from their operations:
2017 LCT Operator of the Year 51+ Vehicles Category: Premier Transportation, Dallas, TX, http://ift.tt/19D7Xwu
• If clients need to speak with the office, they can use an 800 number or a local number. Likewise, Premier’s website and email addresses allow clients to reach them 24/7/365. The company recently added live chat to its website in case a client prefers immediate access without calling. They also provide cell phone numbers to clients who need to reach office staff outside of regular business hours.
• Premier uses Zello, a push-to-talk voice app that offers hands-free, real-time, radio-style communication among dispatch teams and chauffeurs. With one click of a button, dispatch can communicate with one or multiple chauffeurs at the same time. Dispatch can advise of road closures or major accidents, creating an easy and safe way to communicate. Different types of devices can co-exist on one network within Zello. PCs can be used for the administrator console and for dispatching, while drivers can use any combination of tablets or smartphones. This app makes driving safer and adheres to no-talking or texting-while-driving laws.
• Company clients have often raved how their chauffeurs go above and beyond the call of duty, making exceptional customer service a daily routine. Besides helping them enter and exit the vehicle and handling luggage, their chauffeurs will also correct the temperature of the vehicle, adjust seat settings, or make sure clients take their preferred routes.
• Last year, Pontarelli moved its headquarters into the city of Chicago. Located just a few miles from O’Hare International Airport and on the Interstate 90 Expressway (The Kennedy Expressway), Chicago’s busiest highway. The office back wall literally sits along the highway exactly 120 feet away. They are painting their logo on a giant wall, which will serve as the key centerpiece to its future branding. The company estimates more than 600,000 impressions between the car traffic and the Metro trains, which zip by 50 feet from the back wall.
• A Pontarelli chauffeur arriving to work must immediately: Show all necessary licenses and credentials to the dispatcher, undergo an appearance/uniform check by the dispatcher and an eye and breath smell check, and perform an internal/external logged vehicle inspection.
• Dispatchers are trained and certified in supervisory drug and alcohol identification training through the federal government: What to expect, what to look for, how to react, and how to identify fatigue versus drugs.
• Dispatching is broken into two parts: Scheduler and quality control. They recognize the multiple duties and “hats” they wear. To help facilitate efficiency, two dispatchers are on duty 24/7. The lead dispatcher is the scheduler. The second dispatcher oversees quality control. A dispatching training manual is the guide to the details, but it takes hundreds of hours of live practice to learn the position the way it requires. They believe in live training methods, test scheduling off a test screen in its software, phone support, and flight support. Dispatchers are treated like the quarterbacks of the entire operation.
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• Launched E–Book feature on website that allows clients to view information and images regarding each fleet vehicle (http://ift.tt/2pFmvvW)
• Recently upgraded to Santa Cruz back-end system. Allows them to send real-time notifications, create client portals, and mobile applications. Customers can review trips, and modify and receive any details he/she requires regarding transportation.
• Ecko holds monthly team building activities that include the chauffeurs and office staff. They understand constant communication is key in any workplace. Together, they strive to achieve success by encouraging the staff’s ability to work with one another. The team feels as if they are a family and look out for each other. They don’t believe in errors, only lessons.
• When the company started, it briefly did Uber Black work. The owners did this to learn the model and see how they could improve upon it. It gave them insights into the expectations of executive clients in their market. In December 2016, their average trip was $200. By providing outstanding service, Eight Black outperformed Uber Black despite higher prices. Their clients want consistency and reliability above all else. Their average monthly trips have grown 60% and their monthly revenue from January to December 2016 jumped 300%.
• Eight Black stocks refrigerated coolers in all its vehicles and knows what drinks clients like. In Colorado, they are able to provide alcohol to clients. For example, they have a client who likes a particular type of bourbon, so they stock his vehicles with it. Another client likes a specific white wine. While some operators have questioned their intelligence, the expense is minimal and the added value is immense. They want competitors to think they are crazy.
• When Eight Black does a Sprinter trip to the mountains, they have blankets on each seat, a fully stocked cooler, and a snack basket. Their Sprinter has dual network Wi-Fi, high-speed charging cables for phones, multiple 110v power outlets, a 32-in. TV, and streaming movies via Netflix or Amazon. The company creates a business class travel experience for clients, who have responded with enthusiasm.
• The Wi-Fi system in the Sprinter alone costs more than $1,200 to install. It’s a dual network system (runs Verizon and Tmobile) SIM cards and has a large external roof mounted antenna. “Business travelers view an internet connection the same way they view oxygen. It’s essential,” owner Simon Chen says.
• All new incoming chauffeurs begin with a theoretical professional behavior for executives course which teaches them basic safety measures and the importance of always providing impeccable service. They then work with an experienced operator to be evaluated and know if they have what it takes to represent the company.
• The company conducts roundtables with each area of the business, which has helped them resolve situations that arise, so the whole team can learn from them.
• Communicate continuously via WhatsApp group (for example, reporting on traffic and accidents to help inform chauffeurs of better routes to take)
• Built a simple accept program, which allows customers to accept their contracts by signing the form on their phones. This allows the customer fewer hassles and uses less paper. It’s also introduced Arrow Connect, which is a Wi-Fi, outlet, and server program in their motorcoaches that allows many different media options for passengers to enjoy.
• Implemented an LMS (learning management system) for employees requiring them to take a course every month. Mechanics have benefited from them, and drivers are learning new things that ultimately make them safer every month.
• All drivers go through a two-week training class after being hired. During that two week class, they go through multiple hours of desk work and classes, along with hours of driving motorcoaches and learning 100% how they operate. The company provides additional training/classes to them if they want to continue to learn throughout their career.
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LAS VEGAS, Nev. — Before the Operator of the Year Awards, National Limousine Association President Gary Buffo and executive director Sarah Gazi presented the first joint LCT-NLA Association Award of Excellence, which recognizes a state or local industry trade association for its membership, advocacy, and overall efforts on behalf of the chauffeured transportation industry.
This year’s winner is the Virginia Limousine Association (www.vla-limo.org): President Paul Walsh, leaders Andrea Saathoff, Ben Mercer, Glenn Stafford, Randy Allen, Jeff Shanker, and executive director Philip Jagiela.
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Following OTR Capital, a factoring company, and Marquee Insurance Group, PayHawk is a payment processing company that enables the limousine and transportation industry to use one central point of contact for a suite of transportation services.
“We know accepting payments properly and timely [affects] your bottom line,” says William Brakebill, principal and national sales director for PayHawk. “What drives our business is counseling and adapting to each client — we want you to take payments however it works best for you.”
Location: Roswell, Ga.
Service: Payment Processing
Founded: 2015
Founder: Kevin Nolan
Key executive: William Brakebill, principal and national sales director
Employees: 29
Website: www.gopayhawk.com
Contact: (305) 340-9660; william@gopayhawk.com
No long-term commitment
With many payment processing companies using models that include a contract and large breakage fee, it is often unclear what justifies this demand for a long-term commitment. Brakebill believes these customers should be receiving more in the way of customization and special attention.
“The founders of PayHawk, myself included, recognized the lack of transparent pricing and poor customer service in the industry and felt there was a market for clients that wanted, and could benefit from, a more hands-on approach,” he says.
PayHawk is processing for more than 200 limousine and transportation companies. Brakebill claims this number will only increase due to the company’s recent direct integration with Limo Anywhere, a dispatching system for small- and medium-sized limousine operators.
One-by-one relationships
PayHawk touts strong customer service. “An individual will be available to address your concern or question any time of day or night,” Brakebill says. “We offer 24/7 customer service by our own associates, not a call center. You are provided with office and cell numbers of our dedicated team members, so we are always accessible.”
This is important considering the number of competitors they face as a newcomer in the payment processing game. It doesn’t hurt that the Rhino family of companies are located in 13 U.S. cities with about 650 employees. “We encourage those in the transportation space to experience our ‘human’ element, competitive pricing, and a genuine enjoyment for what we do,” Brakebill says.
One of the most vital aspects of owning a credit card is ensuring your identity and private information remain safe. Protecting cardholder data is of the utmost importance to PayHawk. The company serves as consultants for PCI Compliance and EMV Conversion. For those who are unfamiliar with the terms, PCI refers to the Payment Card Industry Data Security Standard — a set of requirements designed to ensure companies that process, store or transmit credit card information maintain a secure environment. If you recently received a new credit card, it likely contains something called EMV technology, which stands for “Europay, MasterCard, and Visa.”
“This means that your card has a miniature computer chip that’s extremely hard to counterfeit,” Brakebill explains. “We are constantly adding resources focused on implementing physical and logical controls and helping clients navigate PCI and accepting cards with EMV.”
Low maintenance approach
Unlike some payment processors that dictate how they can take payments, PayHawk uses a consultative and tailored approach with each client and business. “Our dedicated staff will help our clients become, and stay, PCI compliant and offer the latest EMV compatible product offerings.”
PayHawk isn’t stopping there. They are developing B2B lending on behalf of their clients and are also working toward enhanced integration in mobile applications. Whatever a company’s payment needs, Brakebill says PayHawk is ready to handle them: “Anything our clients can challenge us to develop for or with them, we can make it happen.”
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“Coming out of the economic woes of 2008-09, everything was so bottom line money focused,” said Mark Williams, a partner at GoldSpring Consulting, in a pre-Summit interview. “That certainly applied in the travel arena. Many buyers told by senior mangagment to get service at lowest costs. Most organizations did not want to sacrifice service a lot, but maybe they were willing to take a small impact to make that happen. Now it’s shifting back, where companies are starting to focus more on service again. Everyone still wants the right price, but we’re seeing buyers willing to pay a little more to get better service. You’re seeing it across the board in travel. It’s refreshing to see that happening for many reasons, making it easier for the traveler.”
Williams will be part of a Business Roundtable session focusing on the Millennial business travel sector that will be held Monday, May 23 at 10 a.m. at the SLS South Beach Hotel conference site.
“My daughter is in the travel business and would only use Uber or Lyft,” said Williams, whose clients include leading Fortune 250 companies. “That is a hurdle to overcome. Efforts in marketing need to be directed to that group and to Generation Z. The idea of a traditional taxi is anathema. They like the idea of Uber and Lyft; it’s all technology based. They never carry cash, don’t want to have to deal with that. They are reasonably smart about it. The door to them is through apps on the phone that are easy to use and give them a good deal to get the level of service they want. There is the potential to win them over; the job is to explain why price differentials exist and what they are getting, and why they should place great value with what they are getting.”
The roundtable is one of several leading industry topics and trends to be presented at the annual Summit, a high-end executive-style think tank retreat that provides the industry’s only deep-view forum for ideas, best practices and high-touch networking.
With its focus on bringing operators together, the Summit also features a healthy roster of social and recreational activities in the most enticing, tropical city in the world.
More details on LCT LEADERSHIP SUMMIT HERE
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AWG received the group’s 2016 Concierge Choice Award as “Best Limousine Company,” as it did in 2015 and 2014.
“There are numerous companies here in Las Vegas to choose from, making this honor so special,” said CEO Alan Waxler, who has a DMCP certification, and also owns AWG Ambassador Chauffeured Transportation Services. “These are the folks that really make things happen and can easily recognize vendors that do all they can to provide the level of service, communication and vehicles.”
For more than 40 years, AWG has specialized in private tours and group charter transportation, serving both individual vacationers and corporate clients.
The SNHCA, established in 1990, is an association of professional hotel concierges dedicated to providing the highest level of service possible to hotel guests, as well as the visitors to Las Vegas.
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Deem, a mobile and cloud technology provider for ground transportation operators, and GroundWidgets, a ground transportation software and technology development company, announced they have resolved all legal disputes between them and entered into an agreement for the integration of the SantaCruz platform with Deem’s Cloud and Mobile Network Platform.
This integration, to be completed in 60 days, will allow reservations booked through the Deem platform to reach the SantaCruz back-office system and its fleets of chauffeured drivers.
“We’re pleased to have put our differences behind us and renew our business relationship with GroundWidgets. We look forward to integrating their technology with our own,” said John Rizzo, president and COO of Deem. “Deem and GroundWidgets have been at the forefront of getting chauffeured transportation operators deployed on next-generation technologies and our partnership moving forward will benefit the ground transportation industry as a whole.”
The SantaCruz platform was developed to integrate all facets of technology like mobile communications, GPS, telephony, corporate bookings and social media into a cohesive platform. The open architecture and work flow enable the system to be customized for each operator’s unique business requirements.
“We share Deem’s excitement that we can move forward together as industry collaborators to create a very bright future for the ground transportation industry,” said Apurva Patel, chairman and CEO at GroundWidgets. Apurva will be participating in a technology panel at the LCT Leadership Summit, May 22-24 in Miami Beach.
The Deem Car Service applications include a SaaS back-office, auto-dispatch capabilities for advanced-schedule and real-time reservations, mobile and online applications, and more. Operators on the Deem Car Service network are also able to offer their customers access to Deem’s full range of travel and expense management applications.
Source: Deem press release
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Detroit Custom Coach also does limo and van customizations, including turning one van into a rolling humidor, complete with high-definition TVs and a sound system.
Crain’s Detroit Business article here
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