Dallas/Fort Worth International Airport
Hugo Contreras joined Dallas/ Fort Worth (DFW) International Airport in March 2013 as a guest assistant in the Guest Transportation Operations section of what is now the Transportation Business Unit (TBU). After a year of service, he was promoted to ground transportation agent, and in June 2016, he became a quality agent in the Guest Contract Services section, where he was quickly promoted to Supervisor in May 2017.
In the supervisor role, Contreras has provided significant leadership. He supervises the evening and overnight shifts of quality agents, provides leadership of daily operations, and oversees a variety of special operations and projects. He oversees as many as 12 permanent employees and four contract employees. He also works closely with contract managers to incorporate DFW values and objectives into their dayto-day operations.
Contreras leads the infrastructure and construction, emergency response, communications, and career development committees within Guest Contract Services; he was the lead member of TBU’s Lifesaver Steering Committee (emergency response drills), a member of the Military Exodus Planning Committee, and a coach for Q1 FY20 Quarterly Department Meeting hosts.
He regularly collaborates with the TBU project manager to assess the operational impact of planned construction projects on Guest Contract Services’ business. This collaboration has included six major projects in the past year alone. In 2019, he reached beyond his assignment to provide leadership for the TBU Guest Services Section during a transitional period. Guest Services assists the public by providing customer service and transportation for aircraft hardstands, special events, and emergency response.
Contreras’ leadership skills are especially apparent when he is called on to mediate conflicts between employees. Contreras consistently motivates the team to perform at an optimal level, keeping safety and customer experience at the forefront. His focus on emergency operations has made him a key contributor to TBU’s emergency planning; he created the emergency operations protocols for Guest Contract Services.
Contreras also serves as a founding member of TBU’s Support Desk, where he helped establish procedures for department-wide collaboration in sharing information during routine and irregular operations. Contreras’s fluency in English and Spanish adds to his ability to connect and communicate effectively with customers and colleagues.