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December 2024

Employee Spotlight: Airport Security Guard Jacob H.

Jacob H. serves as an airport security guard, assisting passengers and ensuring smooth operations throughout the airport. His focus on customer service is evident in his daily interactions where he assists with lost and found, enforces badging regulations, responds to emergencies, and collaborates with various partners, including police, fire, and airline staff.

He believes that having a friendly and respectful attitude is key to building strong working relationships. To Jacob, customer service means treating others as you would like to be treated.

A memorable experience for Jacob occurred during a routine walkthrough when he encountered an overwhelmed mother and her child. He guided them to the correct terminal and helped carry their luggage, witnessing the relief on her face as he eased her travel stress.

Best travel tip?

“Look for the people in purple (Navigators) and red shirts—they’re here to help! And don’t forget to look up at the signs.”