Parkway Corporation Ground Transportation Assistant Manager Cherise Wall recently received the “Caring Support” award in Philadelphia International Airport's (PHL) Airport Employee Recognition Program. This award recognizes employees who provide exceptional care and services to seniors, families with young children, disabled passengers, and others with special needs.
Wall recently celebrated her fourth anniversary with Parkway Corporation. As a ground transportation manager, she ensures passengers arriving in baggage claim areas receive courteous and efficient assistance and oversees more than 15 ground transportation associates who deliver exceptional customer service to PHL travelers. Additionally, Wall monitors the various transportation operators, including taxis, limos, charter buses, rideshare, and others with access to the South Commercial Roadway. Within Parkway, Wall is the Diversity Equity and Inclusion (DEI) Chairperson, leading a small group of team members in discussions helping their company develop new policies and practices that align with DEI standards. Wall received her Bachelor of Science in Business Management from the University of Phoenix in 2004.
“The most meaningful part of my job is seeing how relieved passengers feel when they get the help they need,” said Wall. “When people are lost or confused, it raises their anxiety. Knowing that I can help people who feel lost and alone brings me joy. I am particularly fond of assisting our senior citizen passengers who may be traveling alone and trying to connect with their families. I enjoy serving PHL’s travelers.”
In her nomination of Wall, passenger Caren stated, “Cherise, who worked in the terminal where I arrived the night of January 10th, helped me and made sure that my 5-year-old daughter and I got to the hotel safely after they did not provide a shuttle to pick us up as advertised on Expedia. My being stranded at the airport was not the fault of the airport or the airline, but Cherise went above and beyond her duties by helping me that night. She refused to give me her contact info so I could repay her and only gave me her name. Her care and kindness, offered professionally, should be recognized and serve as an example to others. I appreciate her so much and will never forget her generosity.”
Wall upholds the values of customer-centrism, prioritizing passenger needs, transcending expectations, proactive communication, effectiveness, and integrity while working.
In her nomination of Wall, Parkway Corporation Ground Transportation Associate Grace Banto stated, “Cherise is very caring, respectful and is willing to help everyone in the airport. She helps passengers cross streets and assists people who need extra assistance. She goes above and beyond to satisfy everyone she interacts with in the airport. She is very loyal to all travelers as well. She shows respect to everyone, not only Parkway, but she also assists employees from other companies at the airport if they need it. She is always willing to make the dream work.”
Over the years, Wall gained strong customer service experience in retail and property management and served the public as a constituent services representative for a Pennsylvania state legislator. At PHL, she’s gained better communication skills for assisting non-English speaking passengers navigate the airport and reach their destinations.
“Aviation is an amazing industry,” said Wall. “When you work in aviation, you understand how many moving parts are involved. Knowing that it takes thousands of people to maintain airport operations gives everyone involved a sense of belonging in the aviation community. Airports are in constant motion, and I love that part about working at PHL.”
Wall lives by the mantras of “treat others the way you would like to be treated” and “a little kindness goes a long way”. She believes a smile, a compliment, and a helping hand can make someone’s day.
Wall was born and raised in Philadelphia and loves how the city is a culturally diverse metropolis. She appreciates the city's restaurants, parks, sports teams, entertainment, and rich history.
One of her most memorable moments was when a Ukrainian family arrived at PHL one evening. “The family of five expressed how grateful they were to arrive finally,” said Wall. “I was so full of joy and hope for them. I remember how tired they looked. I was so grateful for their safe arrival. Moments like that are life-changing, and they keep me humble. I do not take my freedom as an American for granted.”
Wall describes herself as genuine and selfless. Her coworkers describe her as a solution-oriented team player. “I most often put the needs of others ahead of my own,” said Wall. “I want people to see the good in humanity through their interactions with me. I hope that I continue to make a positive impact on PHL passengers and employees. I hope people see me as someone who cares about their safety and well-being. I want to be known for who I am, someone who genuinely cares about others.
“My coworkers have years of experience here at PHL,” said Wall. “I have learned so much from my fellow managers and our associates. We all understand our purpose and work together to get the job done.”
Wall appreciates Parkway Corporation for being a good company governed by family principles. “We assist thousands of passengers every day,” said Wall. “We are here to assist passengers, transportation operators, families looking for relatives, and everyone in between. Our job is to maintain order in a very busy environment. Our team maintains roadway safety and ensures passengers are treated fairly. Our job requires politeness and integrity, even under the most stressful conditions. Our Parkway team meets these challenges daily, and I am grateful to be a part of this leadership 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. For more information about the program and to nominate an employee, click here.