Parkway Corporation Ground Transportation Associate Daniel Ware Jr. recently received the “Unsung Heroes” award in Philadelphia International Airport’s (PHL) Employee Recognition Program. This award honors employees who work behind the scenes and are not typically recognized for their work. Although they do not work directly with guests, their effectiveness has a significant impact on the airport and guest experience.
Ware has been with Parkway Corporation since 2016 and works the 11:30 p.m. – 7:30 a.m. shift. As a ground transportation associate, he records the credentials of authorized vehicles entering the South Commercial roadway by Terminal A-West. This airport road is frequented by taxis, limos, charter buses, Uber/Lyft drivers, SEPTA buses, and employees including Customs and Border Protection (CBP) and TSA staff. Last year, Ware also organized the arrival of charter buses for Afghan evacuees during Operation Allies Welcome.
Ground transportation is no easy task as traffic flow is essential for passengers seeking to exit the airport.
He is accustomed to working the overnight shift, previously working as a concierge and security officer. This is also where most of Ware’s customer service skills come naturally, from years of experience working with people.
In his nomination of Ware, Parkway Airport Services Assistant Manager Everton Haye stated, “I have observed Daniel while helping direct traffic from time to time. Daniel exudes great professionalism, superb effectiveness, and grace. He does all this while still handling the regular day-to-day operation of screening for unauthorized vehicles and performing customer service to individuals who need proper directions to pick up passengers.”
At PHL, Ware enjoys the diversity of airport employment positions, including the opportunities that allow employees to work in departments that best suit their skill set.
“I use the knowledge I already possess and continue to be an asset to Parkway by acquiring new knowledge,” said Ware. “I enjoy learning the airport inside and out and making guests feel happy and welcome by directing them to their location.”
Passengers who may mistakenly approach the south commercial road are relieved to have Ware redirect them the right way.
“This job allows you to help people continuously,” said Ware. “It’s important to keep them calm and let them know everything will be ok.”
One essential customer service skill Ware has learned is to smile before conversing with a passenger.
“I love to help people,” he said. “I love seeing people smile.”
Ware and his coworkers get along well and have autonomy, using their best judgment when needed.
“I’m an integral part of entry at the airport, and I take my job seriously,” said Ware. “I follow the rules and regulations and only allow authorized vehicles to enter.”
In his free time, Ware creates sketch art, sings, and likes to travel.
“I’m grateful for this opportunity,” said Ware. “I enjoy working for Parkway because they take the initiative to accommodate and inform me of new information. They listen to you and see your innovative ideas, and I appreciate that.”
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.