Location: Newark, NJ
Industry: Retail experience
Building Services – large
Westfield Newark General Manager
DONE DEAL: As Westfield Airports’ general manager at Newark Liberty International Airport terminals A and B, Sherri Smith manages the operations of the terminals’ dining and retail, which includes tenant relations, contracts and budgeting. Through the creation of a task force and various communications initiatives, Smith has been able to create a unified culture among the very diverse community inhabiting the terminals. “With more than 96 individual concessions in terminals A and B, many concessionaires didn’t know each other well and weren’t aware that they had many of the same operations and employee training needs,” says Smith. She created The Employee Voice, a monthly radio talk show for airport concessions management and employees. The program evolved to include employees of airlines, the Port Authority of New York and New Jersey, airport security, and other airport partners.
Quick Tip: “Constantly surround yourself with people who have achieved similar goals, but did it with integrity. Honesty truly is the best policy.”
BIG IMPACT: Smith’s initiative “grabbed the attention of the Port Authority of New York and New Jersey, as it improved concessions sales and boosted employee morale,” she says. “It created a more productive and informed work environment.” The Employee Voice also helped promote restaurants at the terminal. “Their ensuing sales would be impacted positively by listeners who became customers,” says Smith.