We Are SXM

SXM has recently launched its “We Are SXM” campaign, in keeping with its new brand. Visible from both the check-in hall and meet-and-greet area, graphics are displayed on large video walls that encourage airport users to make use of the airport’s Customer Information Desk. “Ask Us, We Are SXM” is the first of the “We Are SXM” campaign, and is geared toward:

• Highlighting SXM’s new brand and new corporate colors
• Showcasing that the SXM staff is approachable
• Emphasizing the location and services of SXM’s Customer Information Desk

The newly installed video walls also feature emergency contact information as well as the locations and promotions of several of the airport’s concessionaires.

SXM to feature island’s ‘greenest’ irrigation system

Set to be completed by the end of August, SXM is revamping its irrigation system. The project began mid-June after an invited bidding process. Of the three companies that submitted bids, Rollfix was selected to carry out the works, which include the building of a pump station and beautification of the area with seating. The pump station will capture rain water that will be stored via an underground cistern, and used to irrigate the flora surrounding the airport premises. After the completion of the pump station, the existing irrigation system will be upgraded to retrieve water from the underground cistern as opposed to the previous connection to GEBE. This will result in a significant decrease in water consumption and will also provide substantial savings for the company.

First Quarter 2014 Results Relative to 2013

SXM launches Jean Christian Aviation Scholarship

Kevin Jeffers is the first recipient of the Jean Christian Aviation Scholarship, which was launched by the Princess Juliana International operating company N.V. (PJIAE), SXM, on June 23. Jeffers was obviously overcome with joy, as he dabbed his face with a handkerchief and was made to repeat a statement he made in his brief remarks when he said an investment in the youth of St. Maarten is an “investment in a better St. Maarten.” 

Jeffers received the US$28,500 grant that would allow him to complete his studies to become a commercial pilot, from Ms. Regina LaBega, PJIAE Managing Director and Ms. Jean Christian after whom the scholarship was named. He expressed gratitude to the airport and exhorted other St. Maarteners to persevere and not give up on their dreams.  

An emotional Ms. Christian, who received a standing ovation as she rose to address the gathering, disclosed that it had always been the dream of her father to establish a Flight Academy on St. Maarten. This scholarship, she said, broadened the horizon to include other sectors of the aviation industry. She urged Jeffers to heed the advice of senior pilots and to be disciplined. Jean Christian was the first female Air Traffic Controller on St. Maarten and served SXM for almost 40 years helping to train two generations of Air Traffic Controllers.  

In her address, Regina LaBega said: “If we consider our youth to be truly our most important resource, then providing the best education for them must be seen as an investment that would yield the greatest dividends. In fact, it was the Greek philosopher Diogenes who said, “The foundation of every state is the education of its youth.” She continued by quoting John F. Kennedy: “Our progress as a nation can be no swifter than our progress in education.”

“This is why, for us at SXM Airport, education is a priority,” added LaBega. “We take the continuing education of our staff seriously, as evidenced in the many training programs we offer them or encourage them to take, whether they are firefighters, Air Traffic Controllers or even management staff.”

SXM Firefighters celebrate 19 years

SXM’s RFF department celebrated its 19th anniversary in July and marked the event with a special certification and ranking ceremony. All firefighters who completed the National Fire Protection Association (NFPA) training, some 20 of the 24 firefighters in the department, received their official Pro-Board Seal certificates at the ceremony.

Happy 19th Anniversary!
By Mauricio Webster

On July 25, 1995 the airport took the decision to enhance safety for their passengers, travelers and our tourists, by hiring some 20 plus soon to be firemen under the leadership and tutelage of the Island Government Fire Department. That same year, hurricane Luis paid our beloved Island a vicious visit; the results were devastating. These new recruits took their talents from the classroom to the ruins of an Island, clearing driveways, cutting fallen trees, delivering water to the needy, fastening tarpaulins onto zinc-less roofs and pumping gallons of trapped water out of people's yards.

In 1997, the airport Fire Department was ready to handle its own affairs. Now, firemen were sent worldwide to train. Up until recently Canada has become our official training institute under one curriculum.

As I stand here before my colleagues, I can say, Rome was not built in a day nor did God build the world in a flash. It took Toronto's airport 18 years to build their Fire Department, so in retrospect we have come a long way. Colleagues, today is a step towards our future, embracing our past and celebrating our present.

Happy 19 years anniversary.

SXM begins quarterly meetings with Simpson Bay Community Council

SXM held the first of its quarterly meetings with the Simpson Bay Community Council (SBCC) in June, in an ongoing effort to keep the Simpson Bay Community abreast of airport developments and pending initiatives. During the meeting, members of the board of SBCC discussed the concerns of the Simpson Bay residents, listened attentively to the short-to-medium-term airport plans presented and gave recommendations. Topics discussed included airport expansion, future buildings, construction of a bypass, environmental issues and enhancements to the Simpson Bay area. SXM also offered to assist, where possible with the repairs of the Community center. Overall, the main sentiment of the meeting was to remind SBCC that SXM is here as a partner. SBCC welcomed the opportunity for quarterly meetings with SXM and expressed that they are not against development, but remain interested in the ways future developments will affect their community. The meeting was attended by SXM Managing Director, Regina LaBega and her special projects, marketing, and communications team.

Bernice Browne: A Shining Star at Shipwreck Shops
By Kalifa Hickinson

Bernice Browne, clad in a grey pantsuit with teal button-up shirt, greets me with a modest smile when I arrive to interview her.

She describes herself as very quiet and a person of faith. Her husband of 35 years and her two daughters mean the world to her. Though quiet in her own right, Bernice loves to laugh. Only later on I would learn just how much she loves to laugh. And her laugh is infectious. But she is also incredibly poised and composed. This may come from her faith. “I have to start the day off with prayer,” she says. “It makes my day go better.”

Bernice moved to St. Maarten from Anguilla at the tender age of 18, citing the fact that it was a bit too quiet in Anguilla at the time. She also left to pursue employment. It turns out that her very first job on St. Maarten was with Shipwreck Shops, where she worked until she got married.

In 1997 Bernice reached out to Shipwreck Shops once again after seeing a vacancy for a part-time sales clerk in The Daily Herald. By that time she had two young daughters, and part-time work was exactly what she was looking for. But unbeknownst to Bernice, the then-owner of Shipwreck Shops, Lydia Herre, had something else in mind. Lydia was so happy to have Bernice back that she insisted that Bernice work full-time instead. Bernice conceded. January 11, 1997 was her first day back at Shipwreck Shops, and as she puts it, from that moment, “I never left.”

Working at SXM Airport

Though with Shipwreck Shops for the past 17 years, Bernice has only been stationed at SXM Airport for the last two years. Her typical workday begins at 7 a.m. with clocking in, of course, checking her cash, stocking, preparing for sales, and ultimately delivering the best customer service possible. While Shipwreck Shops opens at 7 a.m. to accommodate SXM’s early flights, a typical work day for Bernice ends at 6 p.m. on weekdays and around 7 p.m. or later on weekends. Saturdays are her busiest days as the influx of passengers is much greater on weekends than on weekdays.

Bernice loves her job. And you can tell. She refers to Shipwreck Shops as “the best gift shop on the island.” But it’s not only Shipwreck Shops that has Bernice beaming. It’s SXM Airport too! “You feel secure,” she says of working at the award-winning SXM Airport. “Everyone is so friendly and so pleasant. From the security guard that’s the first person you meet, to everyone in between. Everybody lives like a family. I really like the atmosphere. It is always clean. It really makes you want to come to work.” She laughed and then continued, “I just really like the airport!”

Providing great customer service

While Bernice has a great team of sales clerks that she enjoys working with, she admits that interacting with customers is one of the aspects she loves most about her job.

“I always want customers to feel relaxed; they shop more when they’re relaxed.” For Bernice, this is the golden rule. Bernice greets passengers with a warm “welcome to Shipwreck,” but she doesn’t follow them around. In her opinion, following customers can make them feel uncomfortable. Instead, once she greets them, she gives them space, but lets them know that she is happy to help should they have a question or need assistance. I guess you could say she aims to take some of the hassle out of traveling.

Bernice also knows that she just might be the last impression a visitor has of St. Maarten, and she doesn’t take that lightly. “Your first impression should be your last impression,” she says. Providing they’ve had a good first impression, of course. “I treat every customer on the same level. Locals and everybody; I treat them all the same.” She noted that in her career she’s learned that sometimes the customer that buys is the one you might least expect. Courteousness and professionalism exude from Bernice as she interacts with passengers at SXM Airport.

Bernice mentions that most of Shipwreck’s customers are from the U.S., and understandably so, since the U.S. is SXM Airport’s main source market. However, she says she gets a lot of French passengers as well as some Russian and Spanish passengers. Dealing with diverse groups is no challenge for Bernice. “I like people,” she divulges with a smile. Then she quickly reiterates her golden rule. “I like to make the customer feel relaxed and at ease.”

Many of the customers at Shipwreck Shops are also repeat visitors to the island. One of the main questions they have been asking Bernice lately is “what’s happening at the airport?” given the ongoing construction in the Departure Hall. Bernice has the perfect response. “Right now we’re just remodeling,” she tells her customers, “but don’t worry, next time you come, you will really like it!”

The New Store

Shipwreck Shops was one of the first of SXM Airport’s existing concessionaires to return under SXM Airport’s new commercial strategy – moving from its 65m² retail unit in December 2013. Bernice noted that she has already welcomed two new co-workers since Shipwreck Shops opened at its new location, and she expects more to be hired soon.

Bernice sees the changes at SXM as something positive. “I must give the managing director high praise,” she said, though disclosing that in the beginning she was a bit unsure of what to expect. But now that the transformation in the departure hall is taking shape, she is all smiles, noting that the change is “very good.” “When the airport is finished, it’s going to look good!”

For Bernice and her colleagues, the move into their new 175m² location in the Departure Hall was a seamless one. “I was excited to get in there,” she says of the new Shipwreck Shops store. “I like the view. The new store is much bigger, more spacious, we make more money and we have more customers.” Bernice recounts with pleasure the many instances when passengers would take pictures in the new location, which now offers an almost panoramic view of the runway. “They take a lot of pictures. Every time they come in, they head straight for the window. They look and look and then they shop.” Shipwreck Shops also now offers shopping baskets for customers’ convenience at the new location. She said passengers just love the new store and continually compliment her and her colleagues on its beauty and layout. “I think we hear that every day – that it’s a beautiful store. They really like it … I like it too!”

Security personnel recognized for minimal absenteeism

Despite the challenges faced by the Security Department, several employees received a letter of appreciation, a gift basket and a certificate of appreciation for having five days or less sick leave for 2013. This was referred to as a “near perfect attendance” initiated through the Security and Human Resources departments. The proud recipients included:

• Alvin Carty
• Carolyn Connor- Cardin
• Denselle Davis
• Elvida Gumbs
• Previn Hodge
• Karen Illidge
• Irving Maduro
• Cynthia Ratchel
• Andrew Richardson
• Abraham Rogers
• Catherine Wilkin- Hodge

Six Firefighters complete National Fire Protection Association training in Q2
- SXM invested over NAF 115,000 in 2014 on firefighter training-

Six SXM firefighters recently returned to the island after successfully completing the National Fire Protection Association (NFPA) 1001 Firefighter Level 1 & 2 training in Canada. The firefighters first completed a 10-week on-line training course, followed by four weeks of on-site training in Canada, where they completed practical exams. The group left on April 26 and returned proudly on May 22, having successfully completed the course. “I thank the company for sending us on this training, said firefighter Roberto Samuel. Samuel boasted of the valuable information learned during the training that he is “hungry” implement on the job.

SXM has been sending firefighters to this training in groups of six for the past two years. The firefighters attending the training range from newly hired firefighters to senior firefighters. Manager of SXM’s Rescue and Fire Fighting (R&FF) Department, Manilo Penijn noted that this training is not only important for SXM to maintain its team of certified, trained firefighters, but it also provides opportunities for growth within the department.

Topics covered during the training include Fire Science, Fire Fighter Safety, Incident Management Systems, Building Construction, Hazardous Materials Awareness and Pre-Incident Planning.

SXM has invested over NAF 115,000 in 2014 alone toward training its firefighters. These include trainings such as the Structural Firefighter training – theoretical training online, Structural Firefighter training course – practical training, EMR (Emergency Medical Response) Training and EMT (Emergency Medical Technician) Training. The fighters who completed this year’s NFPA training are: Mauricio Webster, Roberto Samuel, Samuel George, Diederick Cotton, Brian Traval and Dimitri Alie. Another group of at least 6 firefighters are scheduled to do the Structural Firefighter practical training course again later this year.

ATS instructors conduct training on Saba

SXM certified Air Traffic Control instructors Philmore Watson and Reynaldo Richards continue to provide training abroad – this time, on Saba. The training course is an Aeronautical Information Services and Flight Information Services course, which began on May 19 and concluded June 27, 2014. There were five candidates from Saba participating in the course. These consisted of four newly hired Aerodrome Flight Information Trainees and two Aerodrome Flight Information Officers that are required to be re-trained to meet International Civil Aviation Organization (ICAO) standards. The two Aerodrome Flight Information Officers will obtain a new license following successful completion of the course.

In addition, the newly hired personnel will have to be evaluated and certified prior to assuming their duties, and the certification will be carried out by SXM Airport under the oversight of the Dutch Ministry. SXM ATS instructors have performed the abovementioned training on two prior occasions. The first was an in-house training of SXM Flight Information Officers and the second on St. Eustatius where the first half of St. Eustatius’ employees were trained in October of 2013. An additional course to cover the remaining employees of both Saba and St. Eustatius will be conducted in September 2014.

These trainings are important for the simple fact that when Saba and St. Eustatius opted for their status of Province within the kingdom of the Netherlands, the Dutch ministry assumed the responsibility for Air Navigation Services. Since then the Dutch have delegated this responsibility to SXM Airport under the oversight of the St. Maarten Civil Aviation Authority (SMCAA). The training was required to meet the standards set by the Dutch Ministry and approved by SMCAA. All Saba and St. Eustatius Flight Information Officers were in possession of temporary licenses until successful completion of the required training, which was carried out by SXM.

The following topics were covered during the training: 1. Air Law, 2. Navigation, 3. Aerodromes, 4. Air Traffic management, 5. Aeronautical Information Services, 6. Aerodrome Flight Information Services and 7. Meteorology

“This training provides and updates procedures and information related to the provision of Aeronautical Information Service and Flight Information Services. The training also provides candidates with the basic skills and knowledge required for future advancements in aviation and the developments at their airports in general. The course also allows our ATS instructors to gain valuable experience in the field of ATS classroom instructors,” said Gregory Hassell, Manager, Procedural Control Department at SXM.