Summary

To advance PHL's guest experience transformation, I helped design and facilitate a cross-sector "Culture Summit" with leaders from across the airport community. The Summit served as both a kickoff and a co-creation forum—engaging stakeholders in defining shared hospitality values and identifying service behaviors to shape airport-wide customer service strategy.

Participants took part in storytelling exercises, collaborative workshops, and facilitated conversations around the passenger journey. Through visioning activities, easel-based behavior mapping, and service standards discussions, we coalesced around a framework for the PHL WORKS service platform.

This gathering helped unify diverse teams under a people-first mindset and laid the foundation for our PHL WORKS initiative’s vision statement, branded service standards, employee training, and cultural alignment.