A Christmas Poem…

‘Twas the week before Christmas, when all through the airport,

No airline was open, and no passengers on the concourse.

The last flight was delayed for what seemed like no reason,

but everyone was still happy this holiday season.

The aircraft were nestled all snug on the tarmac,

while I focused on my job and stayed on track.

With my lift in place and my supplies in hand,

I set out to high dust and bring this project to an end.

When all of a sudden there arose such a clatter,

and I looked around to see what was the matter.

Out of the window I could see him there,

Santa had stopped outside with his eight reindeer!

I couldn’t believe it, but then I knew,

of course he hit an airport with is reindeer crew!

How else did he get to every house on one night?

With a little magic and probably help from a quick flight.

San Antonio Airport Scores High in ASQ with DFS Team Members Supporting Those Goals!

According to Airports Council International (ACI) World, the San Antonio International Airport (SAT) ranked second among 48 different airports in the North American category. The Airport Service Quality (ASQ) awards are announced each quarter to showcase airports that exemplify a superior customer experience and rank high in customer service surveys. SAT has consistently placed in the top three for the past three years.

In the latest rankings for the third quarter, SAT scored 4.44 in Overall Satisfaction based upon a 1-5 rating system. The customer panel based their scores on speed of baggage delivery, courtesy and efficiency of check-in, ease of flight connections, customs inspection and cleanliness of airport and courtesy of staff.

“We’ve built a culture here at SAT where exceeding –not just meeting- our customer’s expectations is the standard”, said Karen W. Ellis, Chief Customer Experience Office, San Antonio Airport System.  SAT has received an ASQ Award for outstanding customer service for the last three years. The airport served nearly 10 million passengers this year and offers flights to 53 non-stop destinations.  Other airports in the same category as SAT include – Austin, Columbus, Jacksonville, Indianapolis, St. Louis, Kentucky, Cleveland, San Jose and Edmonton

The DFS team at SAT truly exemplifies the DFS culture and sets out to do their best every day.  ASQ scores clearly outline the team’s impact on the airport’s overall ranking and we’re so excited to be a part of the customers’ services at SAT.  A special thank you to all of the DFS team members that work hard every day ensuring that the airport is clean and comfortable for everyone that enters those facilities.  Thank you for all that you do for DFS and SAT!

It was a pleasure to celebrate with all three shifts last week.  It’s important that we recognize employees for their excellent work so an ASQ Employee Appreciation Party was in order.

For more information on SAT’s scores this quarter see the chart below:

SAT Overall Satisfaction Airport Rating: 2nd


The Custodian


Custodian [kuh-stoh-dee-uh n], (noun): a person who has custody; keeper; guardian. a person entrusted with guarding or maintaining a property; janitor.


Definition of custodian: one that guards and protects or maintains, especially: one entrusted with guarding and keeping property or records.


The word custodian comes from Latin custos, meaning “guardian,” and anyone who looks after something can be a custodian. You might be the custodian of your club’s records — you take care of the files and keep them up to date. Or you could be the custodian of the crown jewels — you hold the keys to the treasury and it’s your job to make sure the jewels don’t get lost or stolen.


Custodian (n.): 1781, “one who has the care or custody of anything” (a library, a lunatic, etc.), from custody (Latin custodia) + -an. In this sense Middle English had custode (late 14c.), custodier (late 15c.). As “janitor,” by 1944, American English, short for custodian-janitor (by 1899). Related: Custodianship.

The True Definition of Custodian

Working in the facilities and operations industry, we’re often quick to define a Custodian in a way that strictly relates to cleaning.  But the definition of a custodian, no matter where you look, clearly defines that words as something more…a caretaker, a guardian, a protector.  Custodians, often referred to as janitors, are more than just the person who pulls your trash.  Custodians share in a responsibility to “protect” your facility, “guard” your facility’s assets, and “care” for the facility in the background, often at night or at a time when no one sees them.  Every day, when a custodian starts his or her shift, that person contributes to better indoor air quality, the health of the facility and its occupants, and your overall comfort in your workplace.  The custodian guards your building’s assets by maintaining the cleanliness and finish of your building’s floors, walls, elevators, carpets and stairwells.  Without constant attention, your carpets and floors and walls and stairs and desks and windows use would deteriorate from every day use and your assets become damaged.  Without a Custodian onsite every day disinfecting door handles, sinks, desks, phones and light switches, building occupants would share and pass flu and cold germs more quickly and at a much higher rate.  Without spending the time to protect and finish floors and surfaces like stainless steel, your facility would appear old, dirty and uncomfortable.

Did you also know that many years ago the word janitor meant doorkeeper, or a person who holds the key to a door? Not only do custodians or janitors truly often hold keys to the doors of a facility, but they are the gatekeepers that return your space to its original form, it’s cleanest and most comfortable.  Before closing the doors for good, your custodian is tasked with leaving you a clean and comfortable atmosphere before you return the next morning.  Often Custodians and Janitors spend all of their time working overnight when facilities are empty.  Never seeing any of the building occupants, and rarely having interaction with those who most benefit from their work and dedication.  Don’t forget how important the Custodian’s work truly is.  Recognizing your Custodians goes a long way in everyone’s success.  Remember that your Custodian works hard protecting, guarding, and caring.