Travelers Aid International Volunteer Program Manager Morgan McBrearty recently received the “Teamwork Makes the Dream Work” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This distinction acknowledges employees who create a positive guest experience through service and delivery while collaborating with other organizations.
McBrearty has been at PHL for three years. As program manager, she oversees the Volunteer Navigators and staff for the airport. Her goal is to ensure Travelers Aid International provides the highest standard of customer service to guests and airport employees. She holds a bachelor’s degree in biology from Stockton University and has ten years of experience in both customer service and community engagement.
At PHL, McBrearty demonstrates values of customer-centrism, prioritizing passenger needs, teamwork, proactive communication, transcending expectations, effectiveness, respect, integrity, and courage.
McBrearty starts her day by touching base with the team of volunteers and staff. “I love this city and the excitement of the airport,” she said. “I want to create positive guest experiences and have passengers walk away from the information desks happy and calm.”
In her nomination of McBrearty, Volunteer Navigator Franca Didu stated, “Morgan is always available if you need her to answer questions or support a passenger’s needs. She always makes volunteers like me feel welcome and appreciated. She makes an effort to be physically present at every shift. Her enthusiasm and ability to make you feel like you’re part of the team keep the volunteers returning. She’s a great manager and a great team member.”
McBrearty enjoys working in the aviation industry and adapting to new changes. “Our leadership team is always ready to support when changes come,” she said. “At PHL, we are not afraid of change; we embrace it.”
McBrearty enjoys working at PHL and is described by her coworkers as a strong communicator who is supportive and driven. “Our team is always communicating and changing things as needed,” said McBrearty. “We try new things, see what works and what doesn't. We’re constantly adapting. Everyone is always there to help. We all want to create a positive experience for our guests.”
McBrearty is on the Guest Experience Stakeholder Council and the Employee Engagement Committee. “I enjoy both of these committees because our mission is to improve the culture at PHL,” she said. “We want to see everyone be successful in their jobs and give them the tools to do so. I also enjoy both because we are working to bridge the communication gaps between companies at PHL to truly be one cohesive airport organization.”
One of McBrearty's most memorable moments was assisting a non-English-speaking guest who had lost an item. “I escorted her to lost and found and back through security to make sure she would not miss her connecting flight,” she said. “Before I talked to her, she was in tears, shaking, and on the verge of a breakdown. I calmed her down and eventually put a smile on her face.”
McBrearty believes in treating people how she wants to be treated and extending kindness and compassion to all. She uses communication and active listening skills to resolve any issues that arise.
“I would like to thank Franca for nominating me, my Travelers Aid International team, and the PHL programs,” said McBrearty. “I also thank Leah Douglas, Elizabeth Moselle, Sharron Roantree, and the entire Guest Experience department."
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.
