PHL Impression Makers: Philly Pretzel Factory General Manager Jason Nguyen

Philly Pretzel Factory General Manager Jason Nguyen recently received the “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes customer-facing employees who provide direct customer service to passengers.    

Jason As a general manager, Nguyen oversees the day-to-day operations of the Philly Pretzel Factory in Terminal F, which includes ordering inventory, management, hiring, and scheduling. He’s been at the Philly Pretzel Factory for almost two years and works the 3 a.m. – 12 p.m. shift.   

“I’m incredibly excited to be at the airport,” said Nguyen. “The environment is friendly. I see many of the same airline staff. It’s cool to have our community of people.”   

In his recommendation of Nguyen, Philly Pretzel Factory Area Manager Steve McKeon stated, “Jason was promoted and tasked with reopening our Philly Pretzel Factory location in Terminal F during the middle of the COVID-19 pandemic. Jason worked tirelessly to get the store cleaned, staffed, trained, and reopened during the most difficult times. He got us operational and helped run an efficient and successful operation. One of the biggest reasons for his success is his customer-first personality, which he demonstrates daily on-site and is reflected in his team’s attitude. Philly Pretzel Factory is a high-volume, quick operation where every customer gets a genuine interaction no matter what time of day. Jason has gone above and beyond for his team and fellow airport employee and passengers and deserves the recognition.”  

At the Philly Pretzel Factory, Nguyen has perfected his task management, communication, and problem-solving skills. “It’s important to be open and willing to approach new ideas and not be afraid to try anything new to move forward,” he said.  

Nguyen enjoys working with his colleagues, who he considers a small family, as they enjoy their time together while completing their jobs.  

The quotes he uses for inspiration are "when we hit our lowest point, we’re open to the greatest change", and "you’ll never know until you try". Since he’s been through some challenges in life, he hopes to inspire people each day. “I just want to be someone else’s motivation to try or do something else in life,” said Nguyen. “If they look at me and are inspired, I feel my mission is complete. I cannot give up, even if I failed in the past. There’s always a step of progress somewhere along the line.”  

One of his most memorable moments was the opening day when several passengers and airport employees excitedly joined the Philly Pretzel Factory by recording the festivities.  

Nguyen enjoys living and working in Philadelphia for the convenience of transportation and the opportunities available.  

“It’s nice that the company trusts me and gives me full rein and control of the store,” said Nguyen. “It’s rewarding. It’s a good feeling to know that management trusts my decisions. I want to thank my manager, Steve McKeon; I wouldn’t be as confident in my job without him. If it weren’t for him, I wouldn’t have this job, and many others wouldn’t either. Management and everyone above me have solid communication. It’s one of the main reasons I’m still with the company.”   

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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