For Leroy, his role isn’t just about keeping the airport clean and welcoming – it’s also about looking after passengers and visitors.
“It was during my late-night shift, I was mopping the floor, and I saw a lady looking around. She seemed stressed so I asked her if she needed help” – he recalls.
The passenger had just landed after travelling 17 hours from Munich, Germany, and was struggling to arrange transportation to her hotel using the taxi app on her mobile phone.
“I’m trying to get a ride to my hotel, but it won’t recognise me - I’m not in my country” – the passenger said.
Seeing her distress, Leroy didn’t think twice and offered to use the app on his phone to call a taxi and ensure she reached her hotel safely.
“I just wanted to help so I called the taxi and stayed with her the whole time, walked her to the car, and tracked the ride to ensure that she arrived safely at her destination.”
Leroy’s service mindset – taking ownership and choosing to help a customer in need – is what made this powerful. His kindness made a positive impression on the customer, leading to a memorable moment in his career.
“I was recognised by the CEO of Pittsburgh International Airport for my initiative and care. She told me that the customer sent a heartfelt letter of thanks which meant a lot to me and it’s something I am very proud of.”
Leroy’s role involves keeping the airport clean and welcoming for passengers and visitors, but it’s helping others that brings the most meaning to his job.
“I’m responsible for cleaning the escalators, elevators, and mopping the floor. But knowing that I can make someone’s day (or night) a little easier is what gives my work real meaning.”
For Leroy, that night at Pittsburgh International was just another shift. But for the passenger who arrived safely at her hotel - and for the CEO who took the time to recognise him - it made all the difference. Always ready to offer a helping hand and leaving a positive impact on the people we serve – this is what service looks like at ISS.