The owner of a major U.S. aviation terminal sought to provide white-glove services and experiences to airlines and passengers, with proactive maintenance; timely processing of work orders; and best-in-class operations keys to success. The client also planned LEED certification for the property.

ISS was retained as facility manager for this 24/7/365 combined transportation hub, shopping mall and Class A office building.

Maintenance of such a facility required skilled engineers, electricians, plumbers and others. The labor market for those professionals was tight, so ISS worked with the facility’s unions and internal recruiters to identify candidates.

To address operational challenges, ISS forward-planned for expenses and regularly serviced equipment. ISS also developed an improvement program and restructured the team to handle an imbalance between the volume, timing and quality of work order management, leading to pre-impact resolution of issues.

To help achieve LEED certification, ISS developed ideas for operation that reflected LEED requirements. These efforts played a significant role in the facility earning first Silver, then Gold, and finally Platinum LEED certifications.

ISS proved a resource in the terminal’s massive renovation as well, working with the project team members to maintain functionality during construction and retain positive experiences amid the overall disruptions.