Summary

To bring the airport's guest experience strategy to life, I developed and launched PHL WORKS initiative—a branded suite of service standards, customized training, onboarding tools, and staff engagement efforts designed to embed hospitality across operations.

My Role

• Oversaw concept development, branding, and strategic rollout

• Co-developed service standards and employee training modules

• Led engagement campaign with targeted presentations, tabling, and giveaways

• Collaborated with PHL Training team and consultants on curriculum and facilitation

• Produced custom intro video - featuring real PHL employees - and worked cross-functionally to have it included in the mandatory onboarding/badging process

• Oversaw internal communications, signage, and campaign design

Approach

PHL WORKS aimed to embed hospitality across an operationally complex, multi-employer environment. We paired training with informal engagement, creating touchpoints that taught and celebrated service values. Branded service standards were introduced through a 5-minute video and a 60-minute training course and reinforced with giveaways, surprise activations, and peer recognition. A dedicated web page extended reach and accessibility.

Outcomes

• PHL WORKS intro video embedded in onboarding: 3,000+ views over first 4 months

• 2,000+ branded gift bags distributed across 10+ activation events

• Web page launched with key info for employee community

• Disseminated informational “buddy badges” to 10,000+ airport employees

• Increased visibility and clarity around guest experience values