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Guest Experience Intern

City of Philadelphia
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A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

  • Impact - The work you do here matters to millions.
  • Growth - Philadelphia is growing, why not grow with it?
  • Diversity & Inclusion - Find a career in a place where everyone belongs.
  • Benefits - We care about your well-being.

Agency Description

The Philadelphia airport is a dynamic place to work. It is the only major airport serving the 7th largest metropolitan area in the United States and is one of the busiest airports in the country. The City of Philadelphia Department of Aviation oversees both Philadelphia International Airport (PHL) and Northeast Airport (PNE), the city’s general aviation reliever airport. The airport system operates through the Aviation Fund, which is an enterprise fund of the City of Philadelphia and is completely self-sustaining using no local taxpayer dollars to operate. Learn more about the airport at www.phl.org.

Our Mission: Proudly connecting Philadelphia with the world

Our Vision: World-class global gateway of choice

Our Values:  

    •    People First - Our employees, stakeholders and passengers

    •    Respect - To our customers and our environment

    •    Integrity - We hold ourselves responsible for what we do, say, and think

    •    Diversity – Purposefully Inclusive and accepting of all

    •    Excellence - We hold ourselves to the highest standards of service, innovation, and efficiency

Philadelphia Airport has won numerous awards for quality, diversity, and innovation:

  • 2022 Stevie Awards Silver Recognition for Achievement in Diversity & Inclusion
  • 2022 Northeast Chapter of the American Association of Airport Executives (AAAE-NEC) Diversity, Equity, and Inclusion Award
  • 2022 Northeast Chapter of the American Association of Airport Executives (AAAE-NEC) Honorable Mention, Airfield Project of the Year: Terminal D/E Apron Repairs
  • 2022 Airports Going Green (AGG) – Outstanding Sustainability Infrastructure Development Award for PHL Apron Project
  • 2022 Shaw Contract Certificate of Appreciation – Sustainability and Carpet Recycling Efforts
  • 2022 Women's Transportation Seminar (WTS) Philadelphia Chapter's Diversity Award – Commitment to Advancing Diversity in Leadership Roles for Women

Job Description

Students who are interested in this internship will gain experience and build skills needed to execute a mobile ‘Art-Cart’ arts-based engagement program at a large hub international airport.  The ‘Art-Cart’ will travel to different areas of the airport each day to provide hands-on arts activities for passengers of all ages, with a particular focus on youth/families (summer travel season tie-in). Students will have the opportunity to develop and execute creative, interactive experiences designed to engage the traveling public and the airport employee community. They will also have opportunities to participate in meetings with airport leadership, perform research, and interface with a variety of partners and stakeholders.

Guest Experience (GX) works with business partners and stakeholders to enhance the Airport’s customer service and collectively improve the airport experience for PHL guests and team members. The group oversees and facilitates PHL’s GX Stakeholder Council, which brings representatives from across the airport together to develop a shared vision and initiatives to enhance the airport.

GX Vision Statement: “At PHL, together we elevate the airport experience, offering meaningful interactions that make each guest feel welcomed, valued, and appreciated.”

GX Strategic Priorities:

I.            Improve the guest experience at PHL by providing superior amenities, ambience and service in line with customer preferences. Ensure guests’ priorities and perspective are reflected in the strategy and execution of all initiatives that impact their experience in the airport.

II.           Increase communication and collaboration with partners.

III.          Recognize and reward organizations, team members and initiatives that have a positive impact on guests’ perception of PHL.

IV.         Promote a culture of engagement by leading activities that inspire fun and interpersonal connection.

V.           Provide customer service training offerings that elevate and promote a hospitality culture, support high-quality human interactions and deliver cohesive guest experiences.

VI.         Ensure that guests have access to accurate information and assistance post-security, no matter where in the airport they are or what time it is.

VII.        Measure customer service overall performance and improvement by establishing and monitoring specific goals, metrics, and key performance indicators.

Essential Functions

              This position is primarily responsible to:

I.            Develop and implement a variety of program offerings designed to engage different passengers based on demographics and interests.

II.           Engage passengers and staff in a fun, comfortable and accessible way.

III.          Lead/instruct arts/crafts activities.

IV.         Maintain and oversee art-cart supplies to ensure successful activity execution.

V.           Collect information at each engagement that provides insights into usage and behaviors.

VI.         Assess top-performing activities. What do passengers find most engaging? What’s most effective?

VII.        Assess and determine best practices for the program based on contributing factors, such as facility conditions, schedules, staffing, maintenance, impact and ease of delivery.

VIII.       Determine scheduling and cadence of activations and airport locations based on flight schedules, demographics, availability and past performance.

IX.          Conduct research as needed on airport best practices.

X.           Provide additional promotional, event-based and administrative support for GX leadership as-needed.

Competencies, Knowledge, Skills and Abilities

Skills and Abilities:

  • Community engagement.
  • Creativity.
  • Ability to develop research frameworks and conduct research, evaluation and analysis.
  • Strong organizational skills with the ability to multi-task.
  • Adaptability and critical thinking skills.
  • Proficiency in Microsoft Excel, PowerPoint, Word and Outlook.
  • Excellent critical thinking/problem solving skills.

Qualifications

  • College Student, Sophomore through Senior preferred
  • Latest transcript required.
  • (1) Letter of recommendation.
  • Must pass and maintain SIDA (Security Identification Display Area) clearance.
  • *Must pass and maintain AOA (Airfield Operations Area) clearance for Operation positions.
  • Applicants aged 18 years and older must complete a medical assessment, including a drug test.

Additional information

TO APPLY: Interested candidates must submit a resume and One (1) Letter of Recommendation.

Salary Range: $17-$17.56 per hour

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that  are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov.

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx