Sunday, June 9, 2024
Philadelphia International Airport (PHL) recently introduced PHL WORKS, a comprehensive program aimed at fostering service excellence among its over 16,800 badged employees. This initiative, spearheaded by the PHL Guest Experience (GX) Stakeholder Council, consolidates efforts from a diverse group of airport collaborators including the City of Philadelphia Department of Aviation, various federal agencies, airlines, merchants, service providers, and other airport tenants.
The launch of PHL WORKS was celebrated with a series of festive parades through the airport terminals, culminating in an Employee Pep Rally, Celebration, and Awards. The event was led by GX Stakeholder Council Co-Chairs Atif Saeed, CEO of PHL, and Lakshman Amaranayaka, Vice President of Philadelphia Hub Operations at American Airlines, alongside Leah Douglas, Director of Guest Experience.
“Every badged employee is an ambassador of the airport and has a direct role on our guest’s experience,” said Saeed. “With PHL WORKS, we are bringing everyone together with a shared vision of the standards that lead to service excellence. As we prepare for the significant increase in travelers and major events coming in 2026, it’s critical that each employee provides an exceptional welcome and experience at each step of the passenger journey.”
“Caring for people is at the core of everything we do at American,” said Amaranayaka “As Philadelphia’s Hometown Airline, we are committed to upholding the PHL WORKS mission to enhance the airport experience for our customers and team members.”
PHL WORKS introduces a set of behavioral standards that are integral to an airport-wide customer service training curriculum. The acronym WORKS encapsulates the behaviors encouraged among employees:
This training will be a mandatory component of the orientation for all new hires to ensure they are equipped to meet these standards before receiving their security badges. Additionally, supporting materials such as videos and tools will be distributed to managers to help them implement these principles in daily interactions with their teams.
“Our vision is to elevate the airport experience, offering meaningful interactions that make each guest feel welcomed, valued, and appreciated,” said Douglas.
Tags: airport operations, Employee Training, philadelphia international airport, PHL WORKS, service excellence, Travel News
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