Guest Experience & Employee Engagement

True or false?
1. You need to accept construction as “it is what it is” and just grin and bear the pain.
2. Guest experience means extra bells and whistles and more dollars and cents.

False! Guest experience during construction means you can alleviate and manage the pain by caring about the impacts to the guests and other stakeholders. This kind of committed focus can actually save you time and money because it requires collaboration and communications which results in greater efficiencies and greater guest satisfaction, avoiding project and operational risks.

To support a physical transformation, you need a cultural transformation, as well. Everyone has to be on the same page in terms of the guest experience and how we communicate and collaborate, keeping the guest in the center of all our decision-making.

This can also positively impact employee morale. Through communications and engagement, employees are less likely to suffer from construction fatigue. Keeping employees informed, motivated, refreshed and energized is important because an exceptional guest experience starts with an exceptional employee experience. This ensures everyone is pumped up and ready to serve when you open up the doors to your new facility.

Some of our projects:

Los Angeles World Airports Construction and Logistics Management Support Services

Since 2011 PSM² has executed strategic communications on behalf of the multi-billion Los Angeles International Airport (LAX) Capital Improvement Program, the largest public improvement program in the history of the City of Los Angeles.

Phoenix Sky Harbor International Airport Terminal 4, S1 Concourse

Phoenix Sky Harbor International Airport’s Eighth Concourse at Terminal 4 is a $310 million eight-gate concourse adding 275,000 square feet in space and serves Southwest Airlines.

Los Angeles World Airports Automated People Mover (APM) Train System

APM is the centerpiece of LAX’s $5.5 billion Landside Access Modernization Program (LAMP) which will enhance the traveler experience with time-certain access to terminals and provide connection to the regional transportation system.

Inglewood Transit Connector (ITC)

Currently in the project development phase, the ITC is an approximately 1.6 mile fully elevated, automated, fixed transit system with three new stations in the City of Inglewood completing a critical first/last mile gap between the countywide Metro Rail System and the City’s major housing, employment and sports and entertainment sector.

John Wayne Airport Guest Experience

Guest Experience benchmarking and planning including the assessment of the existing guest experience and solicitation of employee and stakeholder feedback.

PHX Sky Harbor International, Deer Valley and Goodyear Airports – Improving PHX DVT GYR Program

Since its inception in 2001, the Improving PHX DVT GYR Program has been solely managed by PSM² providing internal and external communications on behalf of the City of Phoenix Airport Development Program.

PHX Sky Harbor International Airport Sky Train

A 5-mile automated train that transports 35,000 daily passengers between Valley Metro Rail, airport parking, terminals, and the Rental Car Center.

Phoenix Sky Harbor International Airport – Terminal 3 Modernization

A $590 million project which has improved the way passenger travel through America’s Friendliest Airport® with a consolidated security checkpoint, new ticket counters, new South Concourse with 15 gates and several additional customer amenities and enhancements to the North Concourse.


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