City of Philadelphia Department of Aviation Custodial Worker II Terence Wallace received the “Unsung Heroes” award from Philadelphia International Airport's (PHL) Employee Recognition Program. This award recognizes and honors employees who play crucial behind-the-scenes roles at PHL.
Wallace, who has been working at PHL for two years, is responsible for cleaning and maintaining the airport’s facilities and assisting guests. Wallace and his team work together to achieve departmental goals and coordinate their cleaning operations to ensure passengers have access to essential facilities. For example, when employees are cleaning separate sets of restrooms on a concourse, they alternate which restrooms are closed so that another restroom remains available to passengers.
In addition to collaborating with his team, Wallace, who also holds a Nursing Aide Certification, believes that helping passengers is one of the most meaningful parts of his job as a custodial worker.
PHL passenger Sumin Lee nominated Wallace for the Unsung Hero award for his assistance in showing the way to the rideshare pickup area. “I was traveling through PHL with very heavy luggage, including two large carriers, and walking from Terminal A-East to A-West to reach the Uber pickup area. The weather was extremely harsh, making the long walk physically difficult and stressful. Mr. Terence kindly approached me and asked whether I needed help. He generously assisted me, and thanks to his help, I was able to arrive at the Uber pickup area on time. His compassion, attentiveness and willingness to help left a very deep impression on me. His actions represent the very best of customer service and reflect positively on Philadelphia International Airport," said Lee.
“Folks travel for distinct reasons. Some for vacation, for work, or for entirely different reasons. At any rate, being able to help direct people, old or young, is fulfilling,” he said. Wallace carries the principal “Treat people the way you want to be treated,” a mindset that allows him to create positive interactions with passengers while handling them in a professional way. “I hope that I make people feel good or happy while they’re at PHL and hopefully exchange smiles and laughs, leaving a lasting impression.”
“I would like to thank my Terminal A-East night shift teammates and crew chief. We’re a tight knit bunch,” said Wallace.
The PHL Employee Recognition Program was established by the airport’s Strategy Groups’ Guest Experience (GX) unit. Honorees are nominated by their peers and guests and are selected by the GX Council Steering Committee’s Stakeholder Engagement Committee. For more information about the program and to nominate an employee, click here.
