How Flagship Elevated Cleaning Operations at Orlando International Airport

2024 Update

Categories: Aviation, Janitorial, Library, Orlando

Orlando International Airport (MCO) is one of the busiest airports in the United States, serving as a crucial hub for millions of travelers every year. As the gateway to Central Florida, MCO manages high passenger volumes while prioritizing operational excellence and exceptional customer service.

The Challenge

In 2014, Flagship took over cleaning at MCO during a period of significant growth and change. Traffic was surging, new construction projects were underway, and passenger expectations for cleanliness and service were higher than ever. These pressures exposed critical gaps in MCO’s existing cleaning program, which required immediate attention.

Not only did carpets and floors need more effective cleaning, but the airport lacked a robust tracking system to monitor cleaning performance in real-time, making it difficult to maintain passengers’ high standards. Rising labor costs posed another challenge, highlighting the need for a more efficient staffing model that could balance work quality with budget constraints.

The Solution

Flagship introduced a series of innovative strategies and solutions to transform MCO’s facility cleaning and customer experience. Key improvements included:

Introduced cutting-edge chemicals and equipment, as well as best-in-class cleaning procedures, to elevate the cleanliness of hard floors and carpet.
Deployed a state-of-the-art performance monitoring system for real-time quality assurance.
Rolled out Flagship’s proprietary customer service training.
Strengthened employee culture with a professional HR framework and robust onboarding processes.
Launched a comprehensive reward and recognition program, including on-the-spot recognition for outstanding work and monthly awards for top performers.

Through these efforts, Flagship set a new standard for facility management excellence at MCO.

MCO consistently earns top ranks in the J.D. Power North America Airport Satisfaction Study

The Outcome

With Flagship’s cutting-edge technology, airport managers can monitor traffic patterns and resource utilization in real time. Data analytics enable dynamic decision-making, including the ability to quickly allocate staff where they’re needed most and respond immediately to critical issues such as restroom malfunctions. This proactive approach enhances the passenger experience while maintaining cost efficiency and operational reliability.

Meanwhile, Flagship’s staffing model fosters a highly engaged and motivated workforce. Through initiatives like real-time performance recognition and on-the-spot rewards, Flagship not only boosts employee morale but also cultivates a culture of excellence and customer service that positively impacts the passenger journey.