JetBlue Airways Airport Operations crew member Imanamani Marcano 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.
Marcano’s job duties and responsibilities include checking in and boarding passengers, overseeing guests’ arrivals, and assisting passengers in baggage claim or if they need to rebook flights. She’s also a Complaint Resolution Official (CRO) at JetBlue and works with passengers with disabilities and those who utilize service animals to meet their needs. She’s worked for over one year part-time at JetBlue and enjoys the flexibility it gives her while balancing her software consultancy job. She holds a Business Administration degree from Temple University’s Fox School of Business.
“I’m here to deliver the best customer service,” said Marcano. “The whole operation is connected. From the ticket counter and gate to baggage claim – it’s like a heart. We’re all working together, collaborating to ensure we have happy passengers who will return and fly with us. Each person plays a role. JetBlue employees go ‘above and beyond.’ I’m always meeting awesome people throughout the organization.”
Marcano prioritizes passenger needs, customer-centrism, teamwork, practices proactive communication and transcends passenger expectations.
In her nomination of Marcano, JetBlue General Manager Pamela Rivers stated, “Imanamani goes out of her way to brighten a customer's day. She’s always friendly. She communicates with passengers and addresses them by name. She’s always helping or assisting passengers and even brings special treats for everyone. She will often have conversations with the elderly and assist mothers or fathers traveling with children by either holding babies or carrying strollers or car seats. There isn't a day that goes by where she isn't smiling.”
Marcano considers herself still “drinking the Blue Juice,” a term JetBlue employees use to describe the company's culture and excitement for working at the airline. “What attracts me to the industry is the concept that we are traveling in this big machine that I call my uber in the sky,” she said.
“Our team collectively delivers the best customer service,” said Marcano. “The most meaningful part of my day is helping my fellow crew members. It makes my day.”
Utilizing her software skills, Marcano assists with JetBlue IT issues. She enjoys learning new software systems specific to the aviation industry, like SAILOR, NetTracer, and SmartSuite.
“I wish people knew how rewarding this job is,” said Marcano. “You get the opportunity to brighten someone’s day. We give out wings to kids, which helps calm their nerves and inspires them to join the aviation industry. I’m genuinely satisfied with making passengers happy.”
She respects her colleagues for their willingness to answer all her questions. In addition, JetBlue leadership and crew members always provide her with thorough explanations.
Marcano appreciates her company’s commitment to social impact and corporate responsibility through the JetBlue for Good platform. “Their core values align with mine,” she said. “They are practicing what they preach.”
Nelson Mandela’s “I never lose, I either win, or I learn,” quote guides Marcano through life.
Marcano is fascinated by Philadelphia’s Fairmount Park and believes it’s the epicenter of everything in the city. “You can get to West Philadelphia, Manayunk, Center City, or the airport,” she said. “I think Philly Is the best-connected city.”
In her free time, Marcano enjoys serving on her kids' Parent Teacher Association as a communications secretary and managing her son’s soccer team.
“I just want to thank my team,” said Marcano. “Each one of them assists me differently. I’m always learning from them and tapping into their knowledge. I like being around them. We have a great team here. Our base is like a family. We work together.”
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.