The new year started on a high note for the over 40 airport employees who were recently recognized by MBJ Airports Limited, operator of the Sangster International Airport, as standard bearers for exceptional service at its third annual Customer Experience Excellence Awards.

According to Shane Munroe, chief executive of MBJ Airports Limited (MBJ), “While we continue investing in infrastructure and technology, it’s about that personal touch.  Every smile, every helping hand, every moment of patience shapes a traveller’s journey and creates lasting impressions of Jamaica,” he said as he lauded the awardees and emphasized how individual contributions shape visitors’ experiences.  

“I’m very excited.  I worked hard, but I didn’t expect to get that award today.  I’m surprised and I’m happy that my work is being seen,” said Akeem Rhoden, a baggage handler and customer service representative with Guardsman Group. 

Rhoden topped the Impression Makers category which recognised excellence in front-line, customer-facing employees who have consistently gone above and beyond to enhance customer experience.

“I was very shy, but you have to get rid of the shyness.  We get visitors from multiple cultures and across the Diaspora, who teach me a lot about what’s going on in the world.  Honestly, I love the airport, and our passengers understand that we’re here to help,” Rhoden further shared. 

The passionate team member, who will celebrate eight years with the airport in October, was also recognised as an Unsung Hero – an award presented to employees who do not typically get the spotlight but whose integrity, courage and effectiveness have a major impact on the passenger experience.

In addition to Rhoden, employees topping other categories were Mary Jackson – MBJ Airports Limited (MBJ Choice Award); Rose-May Crewe – JACDEN (Unsung Heroes); Aldith Wisdom – Jamaica Customs Agency (Safe and Sound); Sandra Barnes – JACDEN (Caring Support) and Damian Wood – Menzies Aviation (Teamwork Makes the Dream Work). 

Several employees also received the Voice of The Customer award, presented to employees who received commendations from customers, highlighting the positive impact made on their experience through the airport.  

Mayor of Montego Bay Councillor Richard Vernon, guest speaker at the event, noted the airport’s crucial role in Jamaica’s tourism success, handling over 70 per cent of visitors who contributed to record-breaking earnings of US$4.3 billion in 2024.  

“When visitors leave, they’ll remember the sun and sea, but it’s our people who stay in their minds.  This experience starts and ends with you,” Vernon told the honourees as he commended MBJ on establishing the Airport Employee Recognition Programme.

The awards are part of a wider customer experience programme, reflecting MBJ’s commitment to delivering exceptional hospitality while ensuring stress-free, memorable experiences for all passengers.  Winners were selected from over 200 nominations across multiple categories recognising both front-line staff and behind-the-scenes employees.