With stars in their eyes, Custodial Services at William P. Hobby Airport (Hobby) recently celebrated their move into permanent quarters after 19 months of working out of temporary dwellings and shared spaces.

Five stars, to be exact.

March 2019 marked the fourth year in a row in which Custodial Services helped Hobby earn an outstanding 4-star rating from Skytrax, considered by many as the world’s leading global air transport rating organization. (George Bush Intercontinental Airport also received a 4-star rating, for the second consecutive year.) The airport star ratings are recognized as a global benchmark of airport standards.

While extremely proud of the 4-star successes over recent years, the drive for five stars has been an often-expressed goal of Houston Airport Director Mario Diaz and his senior staff. Diaz recently said that Houston Airports remains committed to consistently providing the level of overall excellence that customers deserve and demand.

Custodial Services is an often-overlooked component of  that consistent excellence. Hobby encompasses 764,000 square feet of terminal space, including restrooms, corridors, baggage claim devices, gate hold rooms, staff offices, leased areas and passenger loading bridges. More than any other infrastructure factor, restroom cleanliness, along with terminal cleanliness, affects overall passenger satisfaction.

Sam Rea, CM, Custodial Services Manager, recently discussed Hobby’s consistent push for improvement at all levels and the celebration on March 22 that commemorated the custodial offices construction and move after a displacement that lasted 19 months.

“Creating a 5-star culture, “ Rea said, “is not just flipping a switch. Your words and your actions – everything has to be consistent. Everything we do should be 5-star – it has to be part of our culture. Even under the circumstances of the past months, the staff remained committed to delivering excellence – and they did.”

The custodial staff move was borne out of necessity. The area sustained significant damage from Hurricane Harvey. Rea said that in several areas, Harvey flood waters ran down the walls, saturated the carpet, and ultimately led to mold issues that forced them to take all of the carpet out and make major changes.

Rea said that Director Diaz and Hobby General Manager Liliana Rambo were extremely supportive and vocal in the efforts to get the displaced crew up and running. “They were very much champions for our cause,” he said.

Custodial Services staff consists of 62 individuals and is one-fourth of the entire Hobby staff. They work in three shifts that cover the airport 24/7/365, taking care of passengers and seeking to ensure their airport experience is among if not the very best they have ever had. Rea proudly pointed out that Houston Airports was among the first airports in the country to employ smart technology in its restrooms, which enhances restroom efficiency.

Restroom Status Monitors at Hobby assist custodians in their goal to clean the restrooms every 300 customers. “All of the custodians have iPads on their carts so they can monitor their restrooms,” Rea said. “We need to be able to understand what’s going on in the terminals at all times.”

Rea pointed to prominent sign that is posted on the wall adjacent to the custodial staff’s locker rooms where they change into their uniforms for the day or night. The quote is by baseball immortal Roberto Clemente and it states in English and Spanish “When I put on my uniform, I feel I am the proudest man on earth.”

“We take that sentiment to heart,” Rea said. “The staff does such a great job in living out our strategic priorities and take great pride in their work. It was such a pleasure to be able to deliver and share the upgraded space for them and with them.”

He said that the Hobby custodial staff strives to always provide top-quality services – “not only when Skytrax is here but especially when they are not here. That’s our culture.”

Hobby is to be congratulated on its fourth consecutive year of achieving 4-star status. But Rea and his colleagues are determined to do their part to make it 5!