For #812, Orlando, Florida, serving vacationers and the tourism workforce is serious business. 

“I’d say tourists are 80 – 85% of our customer base,” said Store Manager Stephen Skelton. “We also serve a lot of people who work at nearby hotels, the theme parks and other destinations.”

The store is located near major tourist destinations like Walt Disney World, Universal Studios and SeaWorld. In a normal year, Stephen and Assistant Store Manager Ramon Clayton see visitors from all over the world. Most of their customers have never been in a Publix before.

“It’s like a culture shock for them,” said Ramon. “Customers are taken aback by our friendliness, cleanliness and high level of customer service, and our associates are thrilled to perform at a high level for them.”

“Since most of our customers are in a Publix for the first time, we have to explain ways they can save or how the BOGOs work. Our associates take the time and do a great job walking the customers through those things,” added Stephen.

And that usually means communicating in other languages. Associates in the store come from 20 different countries around the world. Between them, there is usually someone on hand who speaks Spanish, Haitian Creole, Portuguese, French or Italian.

“The best thing about our store is, without a doubt, our associates,” said Stephen. “They have a genuine passion for providing legendary service.”

The store also offers more items a customer might need or want while they’re visiting. In addition to Disney merchandise, the store regularly carries beach and pool items, and they experience a high demand for grab & go items like cut fruit, salads and sandwiches.

And just like all Publix stores, our associates are always willing to go above and beyond to make a customer happy. Recently, a customer called from a nearby hotel. She’d ordered a cake earlier, but it wasn’t big enough for her event, and she didn’t have access to a car to return to the store. So, associates quickly made an additional cake and delivered it to her hotel, along with more items to fill in what she was missing.

“When we serve tourists, we get to see that wow factor every day when they walk into the store,” said Ramon. “We want to make sure they take the Publix experience back to where they traveled from.”