La Colombe Barista Kai Waters received an “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program for going above and beyond serving a guest who visited his restaurant. This award acknowledges employees who consistently demonstrate outstanding customer service in their roles.
As a barista at La Colombe, Waters serves up food and coffee to guests. He’s been at PHL for over four years and works the 4 a.m. – 12 p.m. shift Monday through Thursday and Saturdays. He’s also currently enrolled in an electrical engineering program part-time at Villanova University.
“I love interacting with people,” said Waters. “I meet new people every day. I always smile at guests and enjoy seeing them smile after they’ve received their order. I like making them feel at home.”
In her nomination of Waters, passenger Marissa Rule stated, "I wanted to take a moment to personally recognize one of your team members, Kai, for consistently going above and beyond in delivering exceptional customer service. As someone who flies multiple times a month, I’ve had a wide range of experiences at this café—but Kai stands out every single time. The energy, care, and positivity he brings to the space truly change the atmosphere of the entire location. Whether it’s stepping in to resolve a customer issue with a smile, anticipating needs, or simply treating each guest with genuine kindness and respect, he brings a level of professionalism and warmth that is rare to find. There have been moments when I’ve watched Kai turn a tense or uncomfortable interaction into a positive one simply by the way he approaches the situation. He makes people feel seen and valued—and in a busy airport environment, that’s no small thing. Honestly, when I stop in and see that he’s working, I already know the experience is going to be better. He truly embodies what leadership and customer service should look like, and I believe it deserves to be acknowledged. I hope this message encourages you to recognize Kai for his outstanding contributions. I can assure you he’s having a real impact on customers like me. I truly encourage you to observe how he interacts with customers—his work ethic and attitude set the tone for the entire café!"
Waters appreciates the strong relationship he has with his colleagues. “I respect how determined my coworkers are at their jobs,” he said. “I respect their responsibilities at work and outside of work. I see how hard they work to achieve their goals. It’s great working with them, and they all love working with me.”
Within the airport, Waters thrives in interacting with all airport employees. He counts this Employee Recognition award as one of his most memorable moments at PHL and is grateful to every member of the employee recognition program.
“I hope to continue to make something for myself and try to further my life beneficially,” said Waters. “I want to make my mother proud. I appreciate everyone in my life who got me here.”
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.
