PHL Teamwork Makes the Dream Work: MarketPlace PHL Concourse Supervisor Eric McMillan

MarketPlace PHL Concourse Supervisor Eric McMillan was recently recognized in the “Teamwork Makes the Dream Work” category of Philadelphia International Airport’s (PHL) Employee Recognition Program. This distinction acknowledges employees who create a positive guest experience through service and delivery while collaborating with other organizations.    

Eric McMillanAs a concourse supervisor, McMillan manages over eight employees a day who are responsible for upkeeping all food court and merchant areas that are a part of the PHL Food & Shops program.  He’s been with Marketplace PHL since 2013 and works the 2 – 10:30 p.m. shift.  

Prior to starting his shift, McMillan comes in early, prepares supplies for employees and conducts a pre-shift safety meeting.  

“I enjoy interacting with my coworkers and everyone else at the airport,” said McMillan. “I enjoy meeting new people from different cultures and walks of life.  I make sure I assist people find their way through the airport.”  

In his nomination of McMillan, former MarketPlace PHL Assistant Operations Manager James “Jim” Mann stated, “Since joining the MarketPlace PHL team over nine years ago as a concourse coordinator, Eric has been a reliable, team focused, and positive representative for our program. He was recently promoted to Concourse Supervisor and has proven to be a valued member of our leadership team. Earlier this year, there was a major flood in Terminal F that required several man hours to get under control and clean up. Eric stayed without being asked to assist in the clean-up process for six hours past the end of his shift. Just a few weeks ago, one of our other merchants had a flood issue in which Eric stayed over four hours past his shift to ensure the area was clean and sanitary. These are just a couple examples of how Eric puts the needs of the airport before himself.”  

McMillan has been at PHL for almost a decade now and has built positive working relationships with several other departments within the airport. He regularly interacts with the airport custodial team, job control, airline employees and other support staff. Additionally, he has a strong relationship with all the merchants at PHL. He is on a first-name basis with most of the frontline associates in the shops and restaurants. While walking around the airport, McMillan is constantly stopped multiple times, by employees who enjoy socializing with him.   

Mann continued, “Since being promoted to a supervisor role, Eric has built a solid relationship with the concourse coordinators by being available to assist them if needed. He has learned how to address any concerns or issues the team may encounter and help to resolve them. Eric has a very calm, approachable demeanor and has earned the respect of his team and leadership. He has also  taken over the scheduling process without issue and has learned to adapt the schedule to ensure all our areas have the proper coverage. Eric can be counted on to complete any additional task. His dedication to the airport, willingness to always go the extra mile and help exemplify what we want in all employees reveals that he is an asset to PHL and should be recognized for his ongoing commitment and hard work.”  

McMillan enjoys the comradery that he has with his coworkers at Marketplace PHL. “The team that we have here, as far as the supervisors, includes a no man left behind rule,” he said. “They’re always willing to help. We won’t let you fail here. Over 70 percent of people have been here for 10-20 years. Marketplace PHL is like a second family to me outside of my family. My coworkers are easy to get along with. They always do their best to brighten up your day.”   

One of McMillan’s most memorable moments in PHL was when the Eagles won Superbowl LII in 2018. “Everyone was happy at the airport,” he said. “We were waiting so long for this to happen. The excitement lasted for about a week. The atmosphere was great.”   

McMillan hopes that when people think of him, they think of positivity. The main driving force in his life is his 12-year-old son.  He’s happy to have a supportive family who are always one phone call away.  

“Everyone that works at the airport is like an information booth,” said McMillan. “My coworkers and I know everyone in the airport. It’s a fun environment. The job is supportive. They encourage us to apply for open positions. I thank Jim for the nomination and am looking forward to years to come working for MarketPlace PHL.”  

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


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Heather Redfern
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