Worldwide Flight Services (WFS) and Frontier Airlines Customer Service Manager Lakeisha Smith was recognized in the “Teamwork Makes the Dream Work” category of Philadelphia International Airport’s (PHL) Employee Recognition Program. This distinction acknowledges employees who create a positive experience for guests through service and delivery while collaborating with other organizations.
Smith’s day begins early—her shift is from 4 a.m. – 2 p.m. As a customer service manager, she oversees the customer service department, the ticket counter area and Frontier gates to ensure flights depart at their scheduled times. She also manages employee schedules, hiring and training. Smith joined Frontier as customer service manager over two years ago, following eight years as a flight attendant for another airline.
“The most meaningful part of my job is interacting with passengers and ensuring everyone is having a satisfying experience,” said Smith. “I’m happy when a passenger is satisfied from the time they check in at the ticket counter to the time they arrive at their destination.”
In her nomination of Smith, Frontier Airlines PHL Regional Manager Christine Kreiss stated, “I have been consistently impressed with Lakeisha's customer service skills. She can approach a challenging situation with efficiency and a caring attitude. She always finds creative solutions to passenger problems and follows through to ensure a satisfactory resolution. Not only does this give customers a positive impression of Frontier Airlines, but it reflects on the PHL airport community. Lakeisha is certainly a goodwill ambassador to many of our customers passing through PHL.”
Smith enjoys the airport’s fast-paced environment and appreciates the diversity of the people she’s met, as well as the conversations she’s had.
She enjoys working with her Frontier colleagues. “Everyone’s a team player,” said Smith. “We all have the same agenda and understand the importance of the operation.”
As a socially-intelligent individual, Smith is excited to work with people. “I want to make someone’s day,” said Smith. “It’s about knowing how to understand and listen to people. I like being here. I like people. I look forward to coming into work even on challenging days.”
Smith and her colleagues continuously seek to problem solve and to improve the customer experience.
“The message I want to leave for people is to always do the right thing,” said Smith. “Always treat people with respect. It’s not always what you say, it’s how you say it – delivery is important. I want them to walk away saying they learned a lot from me.”
Smith enjoys working for her employer and is passionate about maintaining a high level of customer satisfaction.
At PHL, Smith is one of many ground security coordinators who maintain airport safety.
One of Smith’s most memorable moments at PHL is when she met Philadelphia native Patti LaBelle. “My mother and I love her songs. I was so happy because she was so nice, receptive and sweet.”
In his recommendation of Smith, Frontier Airlines Customer Service Manager Brian Gillin stated, “We’re very fortunate to have Lakeisha on our team. Thanks to her performance and leadership we’re able to provide good customer service to everyone.”
Although there can be challenging times in the aviation industry, Smith believes that staying true to herself can be very rewarding.
“I’m motivated,” said Smith. “I like to train, coach and mentor employees. I just want to leave an impact. I want people to feel like they learned something from me.”
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.
