PHL Teamwork Makes the Dream Work: MarketPlace PHL Concourse Supervisors Carol Taylor and Celines Ortiz

MarketPlace PHL Concourse Supervisors Carol Taylor and Celines Ortiz were both recognized in the “Teamwork Makes the Dream Work” category in the second round of Philadelphia International Airport’s (PHL) Employee Recognition Program. This distinction acknowledges employees who create a positive experience for guests through service and delivery while collaborating with other organizations.      

As concourse supervisors, Taylor and Ortiz manage a team of more than 10 concourse coordinators responsible for waste removal of all the food court and merchant spaces that are part of the PHL Food & Shops program throughout the airport. Taylor and Ortiz also prepare purchase orders, manage concourse coordinators’ schedules and assist them with removing waste and sanitizing tables when short-staffed.  

Taylor is a morning person who enjoys working the 5 a.m. – 2:30 p.m. shift while Ortiz prefers evenings, working 2– 10:30 p.m. Their shifts overlap for half an hour, where they communicate and plan accordingly for the next shift. Both Taylor and Ortiz have been at MarketPlace PHL for over a decade and served as concourse coordinators before being promoted to their current positions.  

“I want to let the concourse coordinators know that they are appreciated,” said Ortiz. “It’s about treating people with respect. We help them when we’re short-staffed because we're doing this together.”    

As supervisors, they also provide the concourse coordinators with proper cleaning supplies and oversee the cleanliness of the PHL Food & Shops program.  

Since the pandemic and after the retirement of a housekeeping manager, Taylor and Ortiz have been doing the work of three to five people. In his nomination of Taylor and Ortiz, MarketPlace PHL Operations Manager William “Bill” Gardner said, “Recently, an industry publication highlighted the Food & Shops program at PHL and noted several areas of positive scores concerning the areas Carol and Celines work so hard to maintain. We also received favorable comments from passengers about our overall concern about COVID-19-compliant standards in this public service.”   

“Bill and MarketPlace PHL Vice President Mel Hannah are my mentors,” said Taylor. “I appreciate and thank them for their advice. I look up to Mel as a father figure and respect him for always encouraging me to excel in my growth within this industry.”  

Carol, pictured in the far right, assisting with a Philabundance delivery. 

Taylor is passionate about Marketplace PHL’s partnership with Philabundance and collaborating with OTG Management, a food and beverage company that operates restaurants in Terminal B, to rescue food for those in need. In April 2020, more than 30,000 meals were rescued through this partnership. Last year, this program provided 16,575 pounds of food for organizations across the Greater Philadelphia region.   

Both Taylor and Ortiz enjoy assisting passengers find their way through the airport. They enjoy socializing with passengers and employees.   

“Despite the challenges Carol and Celines have faced, they have done their jobs effectively, efficiently, and with good cheer,” said Gardner. “They have worked shoulder to shoulder, and sometimes alone, to make sure that the PHL Food & Shops program has been and continues to be the best it can be. They are an asset to PHL and should be recognized for their ongoing commitment and hard work.” 

Ortiz appreciates Gardner’s kind words and is thankful for his leadership. “I always tell Bill that if he ever retires, the person who replaces him will have big shoes to fill. He has so much institutional knowledge about the airport.”  

Customer service comes naturally to Taylor and Ortiz, who enjoy working within an airport environment. “I like helping passengers find their way to baggage claim,” said Ortiz. “I love recommending restaurants to them. It’s important to provide good customer service. Knowing I helped one person makes my day.”      

When she’s not working, Taylor enjoys cooking, spending time with her grandchildren, and attending church. On her days off, Ortiz loves trying new restaurants in Philadelphia and spending time with her kids. Ortiz is also an avid reader and loves inspirational books that are the framework of her work ethic. “All of us here at the airport are doing an awesome job,” said Ortiz. “We are here doing our best to deliver. I appreciate everyone, especially our team and the management team as well.”   

Celines, pictured second from left at the 2019 Merchant of the Year Awards Ceremony.  

Both Taylor and Ortiz agree that Marketplace PHL is a reliable company that values its employees. They especially appreciate the opportunities the company has given them.   

“You learn something new every day on the job,” said Taylor. “MarketPlace PHL is a great company. It’s a smart business. I’m glad to be a part of the team.”   

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. To nominate an employee click here. For more information about the program, click here.  


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Heather Redfern
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