As he is performing custodial operations, Department of Aviation Custodial Worker II James Reed frequently assists guests in navigating Philadelphia International Airport (PHL). He never thought doing something that comes second nature would lead to him receiving the “Unsung Heroes” award from PHL’s Employee Recognition Program. This award aims to acknowledge and honor employees who contribute significantly in vital behind-the-scenes roles. Their dedication and efforts are crucial to the airport's overall success.
As a Custodial Worker II, Reed maintains the cleanliness of airport restrooms, floors, and other spaces. He has been at PHL for over five years and typically works the 2 – 10 p.m. shift. He holds a CPR/AED certification.
Reed was first introduced to PHL through the City of Philadelphia’s Hospitality Careers Program, which included several customer service trainings before joining PHL. Through this program, Reed learned essential communication and interpersonal skills. “I’ve learned to step out of my comfort zone,” he said.
On the job, Reed demonstrates values of customer-centrism, prioritizing passenger needs, transcending expectations, and effectiveness. He appreciates the opportunities for career growth at PHL.
After assisting passenger Michelle Christensen and her son in accessing a bathroom, she nominated Reed, stating, “I had a remarkable experience at the airport. I am in the hospitality industry and appreciate those who go above and beyond. It would have been easy for James to keep doing what he was doing and pay us no mind, but he made my son's night and helped a mom. I am extremely grateful. I'd love to nominate James if there is an employee of the month program or something similar. He was so kind.”
Receiving this employee recognition award is Reed’s most memorable moment at PHL. “I like helping people,” said Reed. “I enjoy connecting with people from different cultures. This job allowed me to gain empathy.”
Outside of work, Reed enjoys spending time with his family, whom he credits as his inspiration. He enjoys seeing passengers smile and lives by the quote, “Happiness is a choice.”
Reed is passionate about sports. “I will always root for Philadelphia teams,” he said. “I love my Eagles, and I love being from Philly.”
Reed recommends that passengers passing through PHL stop by Passyunk Steaks, Chickie’s & Pete’s, and Aldo Lamberti Trattoria.
“I thank Zakiyyah Ali,” said Reed. “She ran the City of Philadelphia’s Hospitality Careers Program and helped me realize who I was and how I could improve.”
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.
