Dunkin’ Donuts/Hudson Sales Associate Ibrahim Rihane received the “Unsung Heroes” award from PHL’s Employee Recognition Program. This award recognizes and honors employees in vital behind-the-scenes roles. Their dedication and efforts are essential to the airport's overall success.
At PHL, Rihane prides himself in serving passengers with the highest level of customer service. Rihane enjoys utilizing his fluency in Arabic, French, English, and Berber to connect with international passengers in Terminal A-West International Arrivals Hall. He’s always had a passion for marketing and commerce, and he holds a commerce certification. He’s been at PHL for over one year and works the 10 a.m. – 8 p.m. shift.
“I like helping and directing passengers to their desired locations,” said Rihane. “The airport is a good place to develop yourself and meet new people.”
In her nomination of Rihane, Hudson/Stellar Group Senior General Manager Lauren Ragon shared, “An international passenger arrived in PHL from London, stopped at our Dunkin’ store to make a purchase, and chatted for a couple of minutes with Ibrahim. Upon leaving, he asked Ibrahim for directions to the Airport Marriott. The guest left, and a short time later Ibrahim noticed the man had left his wallet on the counter, containing his credit cards, ID, and $900 in cash. Ibrahim called the on-duty manager, Soumia Ben Heddi. Ibrahim explained that the passenger asked for directions to the Airport Marriott. With this information, Soumia called the hotel's front desk to see if the gentleman was a registered guest. Luckily, he was, so the front desk notified him that his wallet was found at Dunkin’ in the airport. The passenger returned to the store to meet Ibrahim to retrieve his wallet. He was overjoyed and expressed that he almost passed out when he realized his wallet was lost. He insisted on giving Ibrahim a monetary gift, but Ibrahim politely refused it. Ibrahim humbly let the customer know that he was glad to have found it. The customer took a selfie with Ibrahim, so that he could share this story of great kindness of brotherly love with friends and family.”
Rihane and his coworkers frequently communicate and work as a team to accomplish their work goals. “The management team always encourages us and treats us with respect,” said Rihane. “They always check in with us before they leave.”
At PHL, Rihane enjoys interacting with international passengers and listening to their stories. He strives to leave them with a happy and positive experience.
Rihane counts receiving this Employee Recognition award as his most memorable moment at the airport.
“I want to thank all my managers, supervisors, and coworkers at the airport,” said Rihane. “I thank Soumia Ben Heddi, Lauren Rago, and Lisa Meas Ho. I also thank the passenger who nominated me for this award.”
The PHL Employee Recognition Program was established by the airport’s Guest Experience (GX) Department. Honorees are nominated by their peers and selected by the GX Council Steering Committee’s Employee Conduct and Recognition Committee. For more information the program and to nominate an employee, click here.
