Parkway Corporation Public Information Associate Cheryl Troy was recognized in the “Teamwork Makes the Dream Work” category of the 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.
Troy has been working at PHL since 1999. She started with Rosenbluth Travel before joining Parkway Corporation in 2000. As a public information associate, Troy is the first person guests see after passing through the TSA checkpoints in Terminals B and C. She assists passengers with any issues they may be experience and provides restaurant, amenity, and flight information, as well as lost and found details. She also gives directions within the airport and city, acting as an internal map of the facility.
“I found this job in a newspaper when I was 19-years old! I thought it sounded like an awesome experience to work at PHL,” said Troy. “I thought it would be great to help people. I was excited about it since day one!”
In her more than two decades at PHL, Troy has interacted with passengers and airport workers with her bubbly, upbeat personality. “I used to be a shy and quiet person, not outspoken whatsoever. However, through this job, I’ve developed my voice,” said Troy. “I’ve learned to speak up louder. I also learned to listen first to passengers, then assist them.”
Troy continuously works to elevate the guest experience at PHL. With her recommendations and observations, she has been dubbed the “Restaurant Lady” by passengers who appreciate her memorizing the menus at PHL and assisting them in choosing a restaurant to dine in.
In her recognition of Troy, Parkway Corporation Manager Ashley Cebollero said, “Cheryl has a passion for helping others. She’s a dedicated Parkway employee who goes above and beyond what is expected of her. Cheryl is dedicated to making the passenger experience here at PHL a great one. She takes the initiative to suggest new ideas that will ultimately make the passenger experience welcoming.”
Parkway Corporation has provided Troy with several different customer service training opportunities throughout the years. Through these trainings, she’s been able to enhance her skills in customer-centrism. Troy was also a member of PHL’s Americans with Disabilities Act (ADA) committee, which worked on providing people with disabilities an accessible airport environment. “We would discuss different disability updates at the airport, flight boards, paging systems, and over-see problems,” said Troy. “I represented Parkway and had a different insight because I’m in a wheelchair.”
Troy received several nominations for the Employee Recognition Award. Among the phrases her peers used to describe Troy and her work ethic were “above and beyond”, “the cornerstone of what this community should be about” and “Cheryl is PHL airport!”.
“When people fly through PHL, they may not remember everything about this airport, but I hope they will remember me,” said Troy. “I can better represent Philadelphia. I like being the person who gives passengers peace of mind and lets them know that everything's going to be ok.”
In customer service, the smallest acts of kindness go a long way. Even when Troy assists passengers with envelopes and stamps, their appreciation of her is immense.
“Cheryl recently took the initiative and spoke with the assistant manager at Minute Suites regarding passengers needing to use a computer to print and suggested that passengers be able to go to Minute Suites to use the computer to print out documents for a fee,” said Cebollero. “The assistant manager brought the idea to their manager, who loved the idea, and are actively working on a price sheet.”
Troy was excited to return to PHL earlier this year, after being laid off due to the COVID-19 pandemic. “I love working with Parkway. They’re always willing to listen. They’re a family-oriented company,” said Troy. Troy especially loves coworkers, some of who she’s worked with for 15 years. “We work together in tandem to solve problems. We’re like a family,” she said.
One of Troy’s most memorable moments of her 22 years at PHL is when she located a passenger who accidentally dropped an envelope that included a large amount of cash, his passport, Social Security card, and boarding pass. Troy successfully returned this item to him before his international flight took off.
“This job is more than telling people where Burger King is. It's about being there for those in need. It’s about being someone people can depend on,” said Troy. “Who you are can make a difference. Every day I go into work thinking, ‘who will I meet today that I can make a small impact in their lives?’.”
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, click here.