To help instill pride in its frontline employees in the often-overlooked service roles, Delta has implemented job titles that convey the true purpose of the role. The person who clears tables in the Sky Club lounge is a Floor Ambassador, the person who maintains the area is a Clean Ambassador, and the staff who clean the restrooms in the airport are Care Standards Specialists.
Some may think it is nothing more than semantics, but I believe it helps remind people of their contribution to hospitality and service. The Floor Ambassador who greeted us was well-suited for her role and truly served as an ambassador for Delta.
Words are important. Develop a protocol that uses them to elevate people and purpose.
