b'At the Cape MayLewes Ferry and the Delaware RiverEMPLOYEE RECOGNITION AWARDFOGHORN FOCUS and Bay Authority (DRBA), we understand that excep- Celebrating Core Valuestional service starts from within. Our employees are theIn addition to the Service Star Program, the Delaware Riv-face, voice, and heartbeat of our operation. When they feeler and Bay Authority also created the Employee Recogni-supported, recognized, and empowered, they deliver thetion Award, which highlighted individuals who exemplify kind of service that keeps passengers coming back. Thatsspecific values in extraordinary ways. why weve built a culture rooted in appreciation, recogni-tion, and connectionone that celebrates the people whoThroughout the year, employees were encouraged to nom-make our mission possible every single day. inate peers who demonstrated important values in action. Whetheritwasateammemberwhoconsistentlylifted A CULTURE OF SERVICE, INSIDE AND OUT othersup,someonewhointroducedacreativesolution Customer service isnt just a departmentits a mindset.to a challenge, or an employee who went the extra mile to While our dedicated Customer Service team plays a vitalensure safety and satisfaction, these nominations told pow-role in guiding passengers through their journey, we be- erful stories of dedication and impact.lieve that every employee, regardless of role or department, contributestothecustomerexperience.Whetheritsa deckhand offering a warm greeting, a maintenance work-er ensuring safety, or an office staff member resolving aOur employees are thescheduling issue, each interaction matters. face, voice, and heartbeat This belief forms the foundation of our internal custom-er-centricapproach.Werecognizethatwhenemployeesof our operation.feel valued and respected, theyre more likely to go above and beyondnot just for passengers, but for each other. When they feel supported, SERVICE STAR PROGRAM recognized, andRecognizing Everyday ExcellenceOne of the cornerstones of our recognition culture is theempowered, they deliver Service Star Program, which has been shining a light on exceptional employees for over a decade. This initiative isthe kind of servicedesignedtoacknowledgethosewhoconsistentlyexceed expectations, whether theyre helping a customer or sup- that keeps passengersporting a colleague. coming back. Heres how it works: if a customer mentions an employee by namewhether in person, via email, or through feed-backthat employee is awarded a service star. But recogni-tion doesnt stop there. Employees can also nominate oneA panel of employees carefully reviewed the submissions, another based on observed acts of kindness, professional- and winners were honored at our Annual Employee Ban-ism, or outstanding service. quet with a certificate and a special award. This peer-driven process ensured that recognition is authentic, meaningful, Eachservicestarrecipientreceivesapersonalizedlet- and inclusive and was very popular, and well-received, with ter detailing their commendable actions. This letter isthe employees.shared with their manager and the director of ferry op-erations, ensuring that their efforts are acknowledged atANNUAL EMPLOYEE BANQUETevery level of leadership. Its a simple yet powerful wayA Night of CelebrationtoreinforcepositivebehaviorsandfosteracultureofThe Annual Employee Banquet is more than just a par-mutual respect. tyits a heartfelt celebration of our people. Hosted by the FOGHORN 10'