Maritz Flies in Aviation Expert

Maritz Research has appointed Joanne Paternoster as an Executive Consultant in its Hospitality Research group to specialise in the aviation industry. She has more than 30 years' experience in the industry, having headed up customer service for four New York airports.

Paternoster has more than 11 years' experience in aviation, most recently working as Assistant Director for customer services and standards in the aviation department of the Port Authority of New York and New Jersey. The authority operates John F. Kennedy, International, Newark Liberty International, and LaGuardia Airports.

While there, she developed and implemented a successful customer service improvement program, and was recently awarded the Authority's 'Distinguished Service Medal' in recognition of her contribution to public service.

Rick Austin, VP for the Maritz Hospitality Research group, says Paternoster's knowledge and experience will 'further accelerate our growth in the aviation industry as we implement strategies and programs to help airports be more results-driven and customer-centered'.

The Maritz Research Hospitality Group provides strategic research and consulting to the hospitality industry by focusing on measurement and training issues relating to customer service, performance improvement, and employee engagement. The company is online at www.maritzresearch.com.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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