PHL initiated its first-ever airport-wide customer service vision statement and standards in 2023—"At PHL, together we elevate the airport experience, offering meaningful interactions that make each guest feel welcomed, valued, and appreciated.” WORKS stands for Welcoming, Ownership, Respectful, Knowledgeable, and Seeks to Connect. The primary goal of the vision statement and standards is to create a unified airport-wide service-led culture that is consistent throughout the entire guest journey by offering various PHL WORKS training sessions and mystery “journey” shopping for measurement. As the City and the Airport prepare to welcome major events in 2026—FIFA World Cup, our nation’s 250th birthday, and the MLB All-Star Game, PHL seeks qualified applicants to support, sustain, measure, and continually grow PHL WORKS programming to include, but not limited to, the following: PHL WORKS Voluntary Instructor-led Training Sessions including Train the Trainer Applicant will provide local trainers who will offer robust instructor-led and train the trainer classes based on PHL WORKS that equal 12 sessions/month over 3 shifts from 6am-2pm; 2pm-10pm; and 10pm-6am; oversee all related logistics including communications planning and implementation; develop a scheduling and registration platform and its implementation; and develop and implement custom training surveys to measure the relevancy for our unique audience. Also, applicant will pay for and provide rewards/incentives for training participation. Note: customized content for both types of training sessions already exists. It does not need to be developed. Mystery “Journey” Shopping Applicant will support, grow, and implement on-going Mystery “Journey” Shopping programming by hiring local shoppers who will provide approximately 30 shops per month. The applicant will pay for and provide incentives and rewards for high scores. Provide data-based analysis reports and dashboards that can be easily disseminated to stakeholders. Develop customized action items for each stakeholder aligned with their results.
