Name: Michael Roseberry
What is your job title? Senior Operations Manager
How long have you worked at CLT? I started my CLT journey in March 2013.
What originally attracted you to working at CLT?
The many opportunities and new challenges that would lie ahead. I previously worked around the Charlotte region as a valet attendant, mostly in the restaurant and private event sector. I decided to transition to the airport as a valet attendant and make a permanent career choice. In doing so, I wanted to further my customer service skills and advance my professional career. There are many attractions, but notably the energy applied to the success, development and growth at CLT inspired me to invest in myself and the people I service.
Describe your typical workday.
It begins at home. My preparation for each day begins with monitoring emails and staying up-to-date with previous managers and shifts. Business and Curbside Valet is a 24/7/365 operation. Once I arrive into work, I truly start the hands-on work. I always start by creating a checklist so each day I have an objective and goals to complete. The checklist changes day-today depending on the day, but always starts with my “rules of engagement.” I like to greet and engage with each employee onsite. Thereafter, I like to get involved in the operation and engage with our customers. Whether I assist with parking vehicles, pulling up vehicles for returning customers or checking in customers that are departing soon, each day my team and I make sure all frontline employees are equipped and ready to provide exceptional service to each customer.
What do you like most about working at CLT?
What I like most about working at CLT are the challenges each day brings. I have been at CLT since 2013 and there are always new hurdles and challenges to overcome. I thoroughly enjoy challenging myself to reach new heights and escape my comfort zone. Moreover, the engagement with customers from all backgrounds and ethnicities. I enjoy hearing where people are traveling and finding a deeper connection to each person than just parking their vehicle.
What daily attitude/saying/motto do you bring to your job?
I bring an optimistic and hardworking approach to my job. The motto we say often is “Fast on your feet, slow in the seat.” Fast on your feet means move with purpose when engaging with a customer. Everyone should be running or moving with a purpose while retrieving or parking a vehicle, so it is completed in a timely manner. Slow in the seat encourages everyone to slow down and proceed with caution when driving. Lastly, we have a brand promise that we strive to deliver every day without failure – timely service, confidence in our staff and caring interactions. I stand by this statement and believe it accurately describes how/what customer service should be.
Do you have any fun memories or moments from your time at CLT that you would like to share?
Absolutely! AmeriPark adopted a street on airport property, and we regularly volunteer our time to clean it. I recall doing this on many occasions, and it is always a wholesome and fun experience. In addition, AmeriPark has sponsored many employees including me, in the Runway 5K. We have done this event just about every year since AmeriPark was awarded the valet contract at CLT.
What keeps you at CLT?
The journey and the customers I serve. My professional career is still developing at CLT. I look forward to new challenges, goals and opportunities. In addition, the customers I service keep me at CLT. I have developed numerous relationships with customers through simple greetings, constructive and positive feedback. I am looking forward to the many more interactions and relationships I build in the future.
What makes the City of Charlotte a special place to live/work?
Charlotte is special because of a few different reasons. I grew up in Louisiana and found myself with limited options as far as career paths. Therefore, an opportunity presented itself to relocate and I took a leap of faith and moved. I have never looked back or second guessed my decision. It was a unique opportunity, and I did not want to pass up the chance. It is also special because I am a huge advocate for swimming, running, cycling and pretty much everything outdoors. The Charlotte and North Carolina area has plenty of road to cycle, mountains and trails to run and many lakes to swim.
As far as work, Charlotte presents many different job options to advance my career, change career path if I choose to or just for self-development. I decided to work at CLT because of the room for growth, and it is one of the busiest airports in the United States, top 10! The culture and people here are more diverse, friendly and focus driven. I find myself adopting Charlotte as my second home.
What is the best advice you’ve gotten from someone since starting work at CLT?
The best advice given was to read a book. As a manager/employee of AmeriPark, reading and self-development is encouraged. My manager, Joe Camerata, recommended Leadership and Self-Deception by The Arbinger Institute. This book provided me so many tools and ways to think outside of the box.
If you could hop on a plane and fly anywhere, where would you fly and why?
Hawaii. My girlfriend and I both love tropical places, and this is a bucket list place to visit.