Airport Information Receptionist Sofia Ortiz received the “Impression Maker” award from Philadelphia International Airport’s (PHL) Employee Recognition Program, which honors employees for outstanding customer service in their positions.
Ortiz, who has been working at PHL for about two years, is a member of the Department of Aviation’s Guest Experience (GX) team where she oversees PHL WORKS initiative coordination and logistics, training, and data organization of the secret shopper program. She also works with the Exhibitions Program – hosting tours, assisting or hosting art demos, and escorting guests when needed, while also helping to supervise GX interns.
In her nomination of Ortiz, Administrative Assistant of Guest Experience Dyana-Gabrielle Owens wrote, “Sofia is the epitome of DEPENDABILITY. She began her airport journey as a college intern. The Department of Aviation staff quickly recognized her immense skill and abilities across many spectrums. Sofia, quiet but confident, is an asset to Department of Aviation every single day. No matter the circumstances, I know that I can rely on Sofia to adapt and apply her know-how to aid in our success, especially when things get busy.”
Ortiz’s coworkers describe her as energetic, positive, and a hard worker. Along with being a great team member, she is a part of the airport's Ambassador Program. The main goal of the program is to provide a seamless experience for travelers and employees when hosting major events. Ortiz often serves as a lead ambassador during GX events. “I love that we can assist and aid in bringing events to life. I always appreciate the can-do attitude and excitement of the fellow ambassadors,” shared Ortiz.
Ortiz loves making passengers and her fellow employees feel seen. “The most meaningful part of my job is making people realize that they matter and that people around them not only see their hard work but appreciate it. Through the PHL WORKS initiative I have been able to meet incredible employees who have dedicated years if not decades to PHL. I really enjoy meeting new people here and building genuine connections.”
“I would like to thank the entire GX team for always lifting me up and desiring to see me succeed even when I just started out as an intern. I would like to thank Leah Douglas for her dedicated leadership, the way she advocates for her team, and the trust she has in me, which has allowed me to excel and grow in my career. Finally, I would like to shout out and thank my two mentors at PHL: Helen Cahng and Milton Creary. I look up to their leadership, creativity, and kindness and I deeply appreciate their willingness to always offer advice and a guiding hand.”
The PHL Employee Recognition Program was established by the airport’s Strategy Groups’ Guest Experience (GX) unit. Honorees are nominated by their peers and guests and are selected by the GX Council Steering Committee’s Stakeholder Engagement Committee. For more information about the program and to nominate an employee, click here.
