Summary

Philadelphia International Airport (PHL) serves more than 33 million passengers annually—but the experience is shaped by over 100 separate organizations, from airlines and TSA to concessions, custodial teams, and more. These operational silos made it difficult to deliver a consistent, welcoming journey across the airport environment.

To lead a system-wide guest experience transformation, I launched and guided a multi-phase initiative focused on aligning people, culture, and operations across PHL. We began with a shared insight: improving the passenger experience required investing in the employee experience.

As Assistant Director of Guest Experience, I worked across silos to build shared vision, foster collaboration, and implement tools that made hospitality a collective priority. Our work combined research, employee engagement, stakeholder facilitation, and service design to embed hospitality values throughout the airport. Over time, this culture shift led to stronger coordination, more meaningful recognition, and a more human-centered experience for both employees and the traveling public.