JetBlue Airways Airport Operations crew member Carlos Soto recently received the “Teamwork Makes the Dream Work” award in 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.
Soto has been at PHL for two years and works the 10:30 a.m. – 7 p.m. shift. As an Airport Operations crew member, Soto assists passengers through check-in, the boarding process and baggage claim. His main goal is to ensure JetBlue flights depart on time. As a ground security coordinator (GSC), he collaborates with other airport tenants to uphold airport safety protocols.
“This job is satisfying,” said Soto. “When you make the check-in to boarding experience seamless for passengers, they appreciate it.”
In her nomination of Soto, JetBlue Airways General Manager Pamela Rivers stated, “Carlos has been recognized by many of our passengers for being caring and communicating delays. He is friendly and willing to assist whenever he can whether it be for my own personal technical support or for our passengers.”
Soto believes in providing passengers with the highest level of customer service. He views the airport as an international gathering place to meet people from all over the world. He enjoys hearing interesting stories from guests, becoming knowledgeable and making new friends.
In her nomination of Soto, Airport Operations crew member Kaisha Mercado stated, “Carlos is an outstanding crewmember and makes a positive impact on our team. He is a hard worker who always goes beyond the goals set for our station. He's someone we can count on to ensure things run smoothly at the gate. Carlos is great at using his dual skills of airport operations and ground operations during irregular operations, diversions, and delays.”
Soto believes in Jet Blue’s mission of inspiring humanity. He likes to be on a first name basis with all guests to provide them with a personable experience. Along with being nominated for the “Teamwork Makes the Dream Work,” category, Soto was also nominated in the “Caring Support” and “Impression Makers” categories.
In her nomination of Soto, JetBlue Supervisor Johannalis Loyola stated, “Reflecting on my experiences with Carlos, I am compelled to describe him as a person of utmost integrity and productivity. He consistently presents alternatives and actively seeks ways to assist passengers and coworkers without any prompting. Working alongside him, I can confidently assert that his dedication goes beyond giving the maximum effort, it extends to delivering even more. In every collaborative moment, his commitment shines through, making his presence valuable and admirable.”
At PHL, Soto and his team work together to achieve their daily goals. “Our team has a family mindset,” he said. “They are down to earth and offer good advice.”
Soto believes in going above and beyond for passengers. “I want passengers to know that someone is here to assist them in any way possible,” he said. “We want to welcome and excite guests, especially first-time travelers.”
Soto is passionate about filmmaking and Philadelphia. He loves the attitude of the city and loves the energy of the people and all Philadelphia sports teams.
“I would like to thank Ken Bowen for mentoring me. I owe everything I know to him,” said Soto. “I also thank Stacey Rivera, as we push one another to be a great team. I would also like to thank Pamela, Kaisha, and Johannalis for nominating me for this award.”
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.
