Hudson Group/Stellar Books Assistant General Manager Soumia Ben Heddi is known for being solutions-oriented, approachable and trustworthy. She received an “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program for demonstrating exceptional customer service. Ben Heddi was honored for returning a guest’s lost wallet.
Within her role, Ben Heddi’s responsibilities include overseeing the operations of 31 stores under Hudson Group/Stellar Books management, leading staff, addressing operational challenges, and making strategic improvements across the airport. She’s been at PHL for 10 years and typically starts her day by checking in with her team and reviewing operational reports.
“I was drawn to the dynamic environment at PHL,” said Ben Heddi. “I work with a broad range of people, and appreciate the opportunity to be part of a team that shapes the passenger experience in such a meaningful way. Being able to positively impact someone’s day whether it’s helping a passenger through a stressful situation or supporting a colleague’s development—makes my work truly fulfilling.”
At PHL, Ben Heddi demonstrates values of customer-centrism, prioritizing passenger needs, transcending expectations, effectiveness, and integrity.
In her nomination of Ben Heddi, one guest stated, “I wanted to reach out about an employee of yours, Soumia Ben Heddi. This wonderful employee turned in my wallet after I left it in the Hudson store at PHL in Philadelphia. I didn't even realize I had left it behind until I had landed in Zurich, Switzerland! The next couple of days were gut wrenching knowing that my ID and credit cards were out there somewhere. I then received notice that it was turned in. I was delighted and very shocked. I wanted this young lady to know that I am so very grateful!! I am a survivor of the Lahaina, Hawaii wildfires. My family and I lost everything, our home, our neighborhood, our town and the lives of friends in the fire. It's been a rough nine months. I was traveling to Europe for some healing. The heartwarming act of Soumia returned hopefulness to my heart and reminded me once again of the good in humanity. I very much enjoyed telling my young children about her good acts. What a wonderful, invaluable lesson for the future generation! Please recognize this person, she is an exemplary employee. I hope nothing but wonderful blessings for her life. Thank you!”
Ben Heddi enjoys how aviation connects people, places, and possibilities. “The industry is always evolving with new technology and ideas, and it’s exciting to be part of that transformation,” she said.
Crisis management, emotional intelligence, effective communication, and adaptability are some of the most critical skills Ben Heddi has developed and continues to rely on daily.
Teamwork is essential in Ben Heddi’s line of work. She and her team maintain open lines of communication, hold regular briefings, and support each other to ensure operational efficiency and excellent passenger experiences. “I have a great relationship with my coworkers,” said Ben Heddi. “I hope my impact is felt through the culture I help foster, the people I mentor, and the improvements I contribute to at the airport. Our job is both challenging and rewarding. There’s a shared commitment to innovation, safety, and excellence. The leadership team is supportive and forward-thinking, which makes for a strong working environment.”
One of Ben Heddi’s most memorable moments at PHL was when she utilized her fluency in Arabic to assist a family. The family got lost, missed their flight and only had $20 left. Ben Heddi and TSA staff came together to assist the family by purchasing them lunch and drinks. She also personally walked them to their gate to ensure they did not get lost again. A few months later, Ben Heddi received a call from them, thanking her for everything she had done. “It was a touching reminder of how small acts of kindness can make a lasting impact,” she said.
By focusing on smooth operations, great customer service, and continuous improvements, Ben Heddi helps ensure that passengers have a positive experience and choose to return to PHL as their global gateway of choice.
“I’d like to thank my incredible boss Lauren Rago and PHL team,” said Ben Heddi. “They are the backbone of everything we accomplish. They’re dedicated, passionate, and genuinely care about the airport and our passengers. We learn from each other, and that mutual respect strengthens our collaboration.”
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 about the program and to nominate an employee, click here.
