Airport Employee Recognition Program

Shifting workplace culture, boosting morale, and building a hospitality mindset in a multi-organizational community

Airport Employee Recognition Program

Philadelphia International Airport

Summary
I developed and led a first-of-its-kind recognition program at PHL to spotlight employees who elevate the customer experience. At one of the country’s busiest and most complex travel hubs—home to more than 100 organizations and 17,000+ employees—this initiative created a new culture of visibility, gratitude, and shared pride across operational silos. The “People of PHL” campaign featured honorees throughout the terminals, reinforcing the value of frontline and behind-the-scenes contributions alike.

My Role

  • Led cross-functional team from vision through implementation

  • Conducted best practice research and stakeholder engagement

  • Designed program framework, award categories, and nomination process

  • Oversaw creative direction, campaign rollout, and promotional strategy

  • Facilitated internal buy-in across departments and leadership

Program Design & Implementation Approach

  • Facilitated visioning sessions with internal and external stakeholders

  • Developed a system to allow employees and passengers to nominate online

  • Created five award categories to ensure inclusive recognition across job types

  • Coordinated in-terminal activations, ad displays, and social media storytelling

  • Produced ceremonies and physical materials (certificates, pins, photos, etc.)

  • People of PHL Digital Ads

  • Awardee Certificate Presentation

  • People of PHL Digital Ads: Group

Tanji Michael, Aircraft Rescue and Fire Fighting (ARFF), Caring Support Award Winner

Outcomes

  • 220+ employees recognized across five categories from 2022-2024:
    Caring Support, Impression Maker, Teamwork, Safe & Sound, Unsung Hero

  • 40+ organizations engaged in the nomination and recognition process

  • Awardees featured in digital ads, terminal banners, social media, and news stories

  • Strong morale-building impact, with public praise from partner organizations (e.g., PrimeFlight, Philadelphia Police Department)

  • Honorees reported increased motivation, confidence, and sense of belonging

-Captain Samantha Brown, Philadelphia Police Department, Airport Unit

“It is a wonderful feeling for the officers to know that they have the support of the community and the Airport.  It is also a great morale booster when our officers are recognized, especially when it comes from outside of the Police Department chain of command…”

— Janet Kellingbeck, Prospect Airport Services, Caring Support Award Winner

“I would like to take the time to say thank you to you and your team for the positive and enlightening campaign you guys are conducting at PHL. It makes me feel good knowing that my passengers feel confident that they are in good hands. This is really positive, encouraging and impactful for the PHL family. Thanks again as you work to make a difference.”

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