Chickie’s and Pete’s Bartender Holly Glaze, recently received the “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes employees who provide direct customer service to passengers.
Glaze, who works Wednesday through Friday from 1 – 10 p.m., has been at PHL for over seven months as a bartender at Chickie’s & Pete’s Terminal A-West location.
“I love the hustle and bustle of the airport,” said Glaze. “You get to meet many great people from different countries.”
Customer-centrism, prioritizing passenger needs, and transcending expectations are the values demonstrated by Glaze.
In his nomination of Glaze, Chickie’s & Pete’s General Manager Paul Porter stated, “Since Holly has come onboard with us, the positive feedback from guests has rapidly increased. Almost all submissions from guests center around Holly's kindness, patience, and willingness to always go above and beyond to ensure guests' needs are met from when they arrive until when they leave. Kind, hospitable, and knowledgeable are repeatedly mentioned in Chickie's and Pete's guest feedback submissions. One guest said she made their experience 100 times better. We could not ask for a better representation of the Chickie's and Pete's brand than Holly!”
In their recommendation of Glaze one guest stated, “Holly is amazing. She was sweet, friendly, and amenable to questions and modifications we had about our food. She should be commended for her customer service. She makes all the guests she interacts with feel welcome. A big bonus is that when we ordered a burger, she informed us that it would take a little time. We appreciated her letting us know. That dedication and care is next level.”
Within the past year, Glaze moved back to South Jersey to care for her grandparents after working in Atlanta for eight years. She’s passionate about her family and spending time with her niece, who she considers her pride and joy. Glaze recalls frequently flying through PHL, often stopping by to see her friends at Chickie’s & Pete’s. “My friends always told me how much they loved the job and how happy they were to be here,” she said. “When I decided to move back home, I knew Chickie’s was where I wanted to be.”
Glaze enjoys working with her colleagues and applauds the customer service they all provide to passengers. Coworkers describe Glaze as delightful, positive, and a team player. “Teamwork is huge for us,” she said. “I appreciate our manager for giving us the proper resources to set us up for success. His being a team player and approachable makes the job enjoyable. We all help each other. We work well together. We’re like a little family. The camaraderie we have as a team is awesome. The people on our team are special.”
The skills Glaze has learned over the years include emotional intelligence, patience, and working under pressure. “You never know what people are going through,” she said. “It’s important to come with positivity and to make someone’s day better. Compassion is key.”
Glaze strives to ensure that every passenger at Chickie’s & Pete’s has a great experience. “Working for Chickie’s & Pete’s has been great,” she said. “Their interviewing, hiring, and training process was excellent. Colleen, Ashley and Katelyn were some of the greatest trainers I’ve ever had at any job. They know how to put someone in the best situation to be their best self by being approachable, patient, kind, and informative. I thank them for the training they gave me.”
Glaze considers herself a die-hard Eagles fan and lives by, “Go Birds!” She’s also taken her dad’s Mass card to different away games. She loved it when Chickie’s & Pete’s gave passengers gift cards as they flew out for the Eagles away game in Kansas City last year.
“I would like to thank Jaqual, Paul, and Victoria,” said Glaze. “I also thank Team A Terminal squad and my boyfriend for driving me to work.”
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.
