Philly Pretzel Factory Supervisor Markera Tymes recently received the “Impression Makers” award in the second 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 supervisor at the Philly Pretzel Factory in Terminal F, Tymes works the 4 am - 1 pm shift and oversees the store's day-to-day operations. Once she clocks in, she begins twisting and baking bagels, hot dogs, sausages, and pretzels. She also prepares the store for opening and tracks staffing and orders.
Although Tymes has only worked at the Philly Pretzel Factory airport location since March 2021, she’s been working for the company for close to three years.
“At the airport, you never know who you’ll meet,” said Tymes. “I like building good customer service relationships with people. I love telling passengers to ‘have a beautiful day.’”
In his recommendation of Tymes, Philly Pretzel Factory Area Manager Steve McKeon said, “Markera is a rock star! She embodies all the qualities we look for in the perfect customer service representative. She goes above and beyond daily to make sure each customer and coworker is greeted with a genuine smile and friendly greeting!”
Tymes wakes up at 2:30 am, drinks a coffee, and catches a bus from South Philadelphia to the airport. Although her shift may seem a bit odd for some people, she’s found a good work/life balance that allows her to spend time with her three cats and three dogs.
Tymes and her coworkers make about 180-200 freshly baked goods a day. She likes baking fresh batches every day for PHL customers to enjoy.
In her recommendation of Tymes, Philly Pretzel Factory Supervisor Kayla Marcolongo said, “Markera is always a pleasant face in the morning and always has the customers smiling and laughing. She makes the company unforgettable and always has someone giving the store a compliment, especially on customer service and efficiency.”
Tymes and her coworkers effectively communicate and rotate job duties within the store as needed. “The most meaningful part of my job is the staff. We have more things in common than just work,” said Tymes. “It’s a family environment. I love my morning crew.”
With her bubbly personality, Tymes also connects with different airport employees who like chatting with her.
Tymes enjoys working for Philly Pretzel Factory and believes that her hard work is recognized and rewarded. “They treat you with respect, and they see your potential,” said Tymes. “They value you as a person.”
Being recognized with an Impression Makers award has only humbled Tymes, who believes the recognition should be shared with her coworkers. “I appreciate my coworkers Kiara and Kayla,” said Tymes. “They’re the best colleagues ever. They always have smiles on their faces, and they have the best customer service skills. We’re a team, we’re the best, and we all shine in different ways.”
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 about the program, click here.
