Auntie Anne’s Shift Manager Edalgia “Fuzzy” Douglas recently received the “Impression-Makers” award in the inaugural round of Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes customer-facing employees who provide direct customer service to passengers.
As a shift manager for Auntie Anne’s Terminal B and D stores, Douglas oversees the day-to-day operations for both locations. She manages three-to-six crew members, files PHL employee badging paperwork, and maintains the store's supply stock. She also addresses any customer comments, needs, and complaints.
“I love interacting with passengers,” said Douglas. “I enjoy running a business while making sure it’s a fun experience as well.” Douglas also truly enjoys working with all her coworkers. “I like their unique personalities. I get along with all of them,” she said. “I give them motherly advice, and they respect me. All my workers want to be on my shift.”
Before working at PHL, Douglas was an office and receiving manager for Bed, Bath & Beyond for seven years. She joined Auntie Anne’s at PHL in 2007 and carries a Food Establishment Personnel Food Safety Certificate from the City of Philadelphia.
Every day is different at PHL, with hundreds of flights taking off and thousands of visitors. There's never a quiet moment. “Being in this environment, it’s stress-free for me. There’s no negativity. I love the fast-paced environment and energy of the airport,” said Douglas. “I have a lot of pilot friends that check up on me,” she said. “I love seeing the planes take off. I love socializing with people and getting to know people from different nationalities.”
In her recognition of Douglas, AtYourGate Operations Manager Claire Maddocks said, “Edalgia not only genuinely cares about passengers and their experiences, but she also genuinely cares about all of the airport employees. She is a beacon of positivity and fosters and grows a team environment in her store.”
Maddocks continued, “One can tell that her team at Auntie Anne's looks up to her as a leader and as a mentor. She is humble and cares about the operational success of the store as well. She perfectly balances business and relationship building with a great, genuine attitude.”
Douglas is the life of the party, and her personality is what makes people gravitate towards her at work. Her nickname “Fuzzy” formed over time as people described her as a “warm and fuzzy” person. She credits her ability to connect with people to her astrology sign. “I’m a Libra, so that’s why I get along with everyone,” said Douglas.
Although Auntie Anne’s, like many other food and retail stores at airports and throughout the country, are experiencing pandemic-related staffing issues, Douglas and her team make every effort to pick up more shifts to overcome this challenge.
“I want to show people a positive side of life. Not all people are bad,” said Douglas. “I interact with passengers and keep them in a positive state of mind. I like to keep smiles on people's faces.”
Over the past 14 years, Douglas has received so many positive comment cards from guests through Auntie Anne’s website that she’s lost count of the total.
“I appreciate the passengers. I enjoy what I do,” said Douglas. “I like my job. I look forward to coming in even on my days off.”
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.