Celebrating 25 Years of Austin-Bergstrom International Airport: A Conversation with Ramonika Carr

As we celebrate the 25th anniversary of Austin-Bergstrom International Airport (AUS), we turn the spotlight on Ramonika Carr, our Guest Services Officer, who has grown alongside the airport since its opening in 1999. From her humble beginnings as an intern to leading the Guest Services Division, Ramonika's journey reflects the growth and evolution of AUS. We sat down with her and asked her to share her experiences, memorable moments, and insights from her 26-year tenure at Austin-Bergstrom International Airport. Here’s what she had to say:

Early Days at AUS

Ramonika Carr's career at AUS began in the summer of 1998, right before the airport's grand opening. "In those early days, I knew everybody," she recalls, reflecting on the close-knit community that was integral to the airport's operations. Starting as an intern in the Public Information Office (PIO), she was deeply involved in planning the grand opening event, which was both a public celebration and a city event, where employees from other departments could tour the airport before it officially opened for commercial service. "It was an exciting time, with new facilities and everyone, including the Mayor, involved. I got to see how things worked behind the scenes and learned everyone’s roles," she says. This hands-on experience with multiple entities provided her with a unique learning opportunity, shaping her understanding of the aviation industry as a deeply complex, but collaborative community.

Memorable Moments and Milestones

When asked about some of the most memorable moments she has experienced at AUS over the last 26 years, Ramonika recalls a few standout events. The grand opening, by far, remains a highlight. "It was the first time the public and the Austin community experienced the airport. No one knew what to expect. The tours were amazing, and it was incredible to see the community come together. The airport was the ‘next big thing,’ and fully understanding what that meant was a big deal. We were opening Austin to the world," she reminisces.

Ramonika also fondly remembers "Take Your Children to Work Day" through the years. Seeing the children of her peers exposed to various industries within aviation reminded her of her own days as an intern and the child-like wonder that characterized those early experiences.

Additionally, the involvement of Girl Scouts in retiring US flags, alongside veterans within aviation, was a memorable event that highlighted the community spirit at AUS. This ceremony underscored the deep connection between the airport and its community, which fostered a sense of pride and involvement among employees and residents alike.

Leading with Passion: The Heart of Guest Services

When asked to define the most important qualities in a guest services employee, Ramonika stresses the importance of flexibility, open-mindedness, and proactivity. "The aviation industry can change at the drop of a hat, so it's crucial to be open to changes daily. Adjusting and thinking about the customer is essential," she explains. For Ramonika, the little things matter: greeting passengers with a smile, being visible and approachable, and making a conscious effort to engage with customers. "While we can’t control a lot of what goes on at the airport, we can control and change how the customer feels about their experience, especially through the growing pains," she adds, emphasizing the significance of thinking about others to keep passengers returning to AUS.

A Personal Journey of Growth and Fulfillment

Reflecting on her 26-year tenure, Ramonika attributes her sustained motivation and passion to the continuous opportunities for growth and connection. "Guest services didn’t exist when I started, and it evolved over time," she notes. The newness of her roles, from networking and creating relationships to promoting the work being done behind the scenes, sparked her desire to communicate with the community. Her journey included various roles, including a pivot towards air service and advertising, which, although not as fulfilling, helped her realize her passion for direct community engagement.

Reorganizational changes brought her back to guest services in 2016, where she now oversees over 50 employees. "Being able to connect with both the community and employees, and witnessing their growth, has been an amazing opportunity," she says. For Ramonika, the impact extends beyond customers to include her team, highlighting her commitment to employee development and satisfaction.

Looking Ahead

As AUS continues to grow, Ramonika Carr remains a cornerstone of its success. Her journey from intern to Guest Services Officer exemplifies dedication, adaptability, and a deep connection to the community. As we celebrate the 25th anniversary of Austin-Bergstrom International Airport, Ramonika's journey reminds us of the importance of community, customer service, and the human touch in creating a welcoming and thriving airport environment. Here's to many more years of growth, innovation, and exceptional service at AUS!