Travelers Aid Information Navigator Nyzaya Baptiste received the “Impression Maker” award from Philadelphia International Airport’s (PHL) Employee Recognition Program in recognition of his commitment to delivering exceptional customer service in his role.
Baptiste has been working at PHL since March 2025, starting as a host at Bud & Marilyn’s before transitioning into his current role as an information navigator. Baptiste’s responsibilities include assisting passengers, providing directions, answering questions, and ensuring that guests have a positive and welcoming airport experience. Since working at PHL, Baptiste has developed meaningful relationships and developed an abundant number of skills including communication, adaptability, patience, problem-solving, and leadership. Baptiste graduated from Delaware State University in 2024 with a bachelor's degree in mass communications and is a proud member of Phi Beta Sigma Fraternity, Incorporated. Through his experiences, he’s developed a passion for leadership, community service, and mentorship that he carries into his professional career at PHL.
Baptiste has always had a passion for hospitality and connecting with people from different backgrounds. “Working at PHL allows me to combine that passion with the excitement of the aviation industry,” says Baptiste. “Every day brings new experiences and opportunities to make a positive difference.” The most meaningful part of his job is knowing that something as simple as providing directions, reassuring a nervous traveler, or helping someone navigate an unfamiliar airport can completely change their experience—insisting that the smallest interactions leave the greatest impact. “Every passenger has a different story, destination, or reason for traveling. It's exciting to be part of an environment that connects people from all around the world,” says Baptiste.
One of his most memorable moments at PHL was assisting passenger Tawanda Jones, who nominated Baptiste for the Impression Maker award for his support during a stressful experience. “This was my first time flying alone. I have a heart condition and I missed two flights. The gate changed and I had no email or knowledge of the change. One gentleman, Nyzaya Baptiste, displayed professionalism at its best. He located a wheelchair and he did not leave my side until all my anxiety left. Nyzaya gave superb service with a loving heart,” said Jones. “That experience reminded me why I love what I do. Knowing that I was able to make a positive difference in her journey is something I'll always cherish.”
Baptiste values communication and teamwork in his role to achieve departmental goals. Him and his team coordinate terminal coverage, share important passenger updates, and support one another during busy periods. Baptiste encourages open communication to his coworkers and believes it's important to ensure everyone feels supported. His fellow coworkers describe him as energetic, approachable, dependable, and supportive. “I try to create an environment where people feel comfortable asking questions, sharing concerns, and working together,” said Baptiste.
One principal he lives by is that great hospitality begins with strong leadership. Baptiste strives to remain calm, professional, and resourceful, regardless of any situation. He’s inspired by opportunities to grow, uplift others, and make a meaningful difference in someone's day.
“I would like to recognize and thank my supervisor, Milton Creary, for his outstanding leadership, guidance, and continued support. His dedication to his team, his compassion, and the way he leads by example have made a lasting impression on me. I'm truly grateful for everything he's done for me and our team, and I hope to carry those same leadership qualities throughout my professional journey.”
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.
