With more than 35 years in the service industry, Ed Baklor has lots of stories. Maybe that is because he says he grew up as a leader in the story telling culture of The Walt Disney Company. Ed is now ready to share those stories with you - stories about Leadership, stories about Service Excellence, and stories about service when it was not quite so excellent. How do you start a Service Excellence movement and how do you make sure everyone is along for the journey?
That is what Ed does!
What We've Achieved
After graduating from the Kogod Business School at The American University, Ed spend several years in the commercial real estate world. He then joined The Walt Disney Company and spent 14 years leading teams from the Theme Parks, Hotels, the Retail Dining and Entertainment District and then he launched Disney's Family Escorted Tour Business - Adventures By Disney.
Ed then spent six years in Canada - two years at the internationally recognized Rocky Mountaineer followed by four years leading Guest Experiences (including all of the Flight Attendants as well as the Airport and Contact Center Agents) at WestJet - Canada's award winning international airline.
He led the redevelopment of LaGuardia Terminal B as Chief Commercial officer- among the innovative programs Ed brought to the thousands of associates working in the terminal was a cross functional movement towards Service Excellence. Be S.H.A.R.P. - Be for Terminal B…Safe, Helpful, Approachable, Respectful and Proud leading to clear movement in NPS and SCAT scores.
Ed joined JetBlue to lead the Inflight Experience team in 2019 and quickly became the Head of Customer Care leading all aspects of JetBlue’s award winning Hospitality.