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First Class operators Roberto Rodriguez and Michael Berrios have mastered the details of customer service, accumulating a fleet of premium luxury vehicles such as the Bentley Mulsanne (left) and Rolls Royce Phantom.
SAN JUAN, Puerto Rico — A tour of First Class Destination Solutions demonstrates the art of the possible for a limousine company.
Except for the luxury vehicles outside, you would never think its modern, stucco, art-deco-style headquarters is that of a limousine company. Inside, CEO Roberto Rodriguez and COO Michael Berrios have posted original modern artworks and sculptures, mostly from Puerto Rican native contemporary artist Gilbert Salinas. The art is available for sale to potential and current clients who visit.
The interior is decorated with tile floors, recessed track lighting, mahogany trim wood furniture, and ceramic vases — items more reminiscent of an art gallery or boutique luxury hotel.
Such refined details, along with a chauffeur lounge, kitchen/eating area, sleep room and locker room, all point to a business concept that defines First Class: It’s an overall concierge service that creates solutions to specific demands. The luxury vehicles simply serve as the foundation of the operation.
First Class officially opened its one-acre location in early October, which is a compound with 2,500 square feet of office space, an auto warehouse, and vehicle maintenance and detailing area ringed by a high security fence. The facility, which operates 24/7 with a live dispatcher, makes a bold statement about the business and the quality behind it, and stands as a confident sales tool. “We do everything a concierge does,” Berrios says. “We never say no as long as it’s legally and morally possible.”
Adds Rodriguez of his company’s mission: “We’re not only a transportation company, we are a solution. Anything you have, we have a solution. You don’t need to call 411 or 911.”
To that end, First Class Destination Solutions is divided into six key service components:
- Chauffeured luxury vehicle services
- Wedding planning and transportation
- Destination management and group planning, such as for sales incentive meetings
- Executive protection and security services
- Airline crew transportation
- Adventure and tours, including to historic Old San Juan and the Bacardi Rum Distillery
But what ultimately defines its concept is being able to meet the unexpected needs of customers, or at least be able to anticipate them.