Steven C. Baker has nearly 40 years of airline, real estate and airport experience. He previously was vice president of the Metropolitan Washington Airports Authority.
Baker has a law degree from the University of Pennsylvania Carey Law School, an MBA from the Wharton School of the University of Pennsylvania and a bachelor’s degree in economics from Cornell University.
What role do airports play in the economic development of a region?
Airports are catalysts for economic growth and development in two primary ways. First, airports provide business opportunities for the companies and the individuals who directly and indirectly impact the air transportation of people and products through the region. Examples of direct economic impact include companies such as the airport itself, airlines, concessionaires, contractors and ground transportation providers. Some of the indirect economic impact is derived from the benefit to hotels, tourist attractions and companies that provide goods and services to the companies directly engaged in air transportation. Second, airports can support the efforts of local business communities to attract new businesses to the region through the operation and promotion of safe, secure, efficient and attractive airport facilities.
So much of the flying experience, from individual airline policies to the TSA process, is outside the local airport’s control. What can airport managers do improve air travel?
The primary responsibility of every airport is to provide for the safe and secure movement of its passengers and cargo through its facilities. And while it is true that there are many participants in that process, the role of the airport management team is like that of the conductor of an orchestra. Our mission is to make sure that each instrument is in the right section and that we are all reading off the same sheet of music. Airport managers are at our best when we can see the operation of the airport through the eyes of our customers and advocate on their behalf.
What traits make good airports stand out?
Good airports stand out when they are not the focus of your travel experience. Good airports are easily navigable (great signage, well-lighted). Good airports are clean and comfortable and represent the character of the community they serve. Good airports ask you for your feedback and respond to it.
Why were you interested in this job?
Little Rock is a community that recognizes the significance of Clinton National Airport in providing economic vitality to the region and access to the world. That, coupled with the dedicated team of professionals at the airport, was a tremendous enticement for me to accept the position.
What areas of the airport would you like to expand?
There are numerous ideas that the airport team is sharing as a part of my familiarization with the Bill & Hillary Clinton National Airport, and it would be premature for me to comment on them at this point. However, one of the areas that we are all eager to expand upon is how we get feedback from our customers on the services at the airport. We are working to develop real-time comments from customers to assist us in serving our travelers better. Keep an eye out for QR codes around the airport.
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