In a city known for its Southern hospitality, Beverly Becton-Robinson, a Red Coat Gate Agent for Delta at the Memphis International Airport, is the true embodiment of just that. With nearly four decades in the airline industry, Beverly has dedicated her career to ensuring travelers feel welcomed, valued, and cared for.
Red Coats, Delta Air Line’s elite customer service team, assist passengers with disabilities and travelers in need of extra support. But for Beverly, every customer is a priority. “I treat everybody like they matter because they do,” she said. “A five-second greeting can change someone’s entire day.”
Her commitment to service recently earned her a Welcome to Memphis Quarterly Pick Honor, which is an award given to hospitality professionals who go above and beyond in sharing the warmth of the 901. One traveler’s nomination captured the heart of why Beverly deserves recognition.
At their gate, Beverly kicked off the morning with a round of cheerful call-and-response greetings, instantly lifting the mood. She then explained why many Delta employees were wearing pink, honoring Breast Cancer Awareness Month, and asked if there were any survivors in the crowd. When one woman raised her hand, Beverly invited her to board first. Before takeoff, Beverly personally delivered a rose and a commemorative button to the cancer survivor, a small gesture that made a lasting impact.
“People make a city. We can make a generous and kind city or not. We can make a memorable, human city or not. It’s our choice,” the traveler reflected. Beverly’s kindness didn’t just brighten someone’s day, it reinforced what Memphis hospitality is all about.
Memphis is a hub of tourism and business travel and thrives on hospitality. First impressions at the airport set the tone for the Memphis experience. Beverly understands the responsibility that comes with this. “People come into the airport disoriented, stressed, or even dealing with personal hardships,” she said. “It’s our job to make their journey smoother.”
Memphis visitors and residents alike can nominate any outstanding hospitality professional throughout the year, and Pick Award winners are celebrated every quarter. “We love to recognize people like Beverly who make Memphis what we all know it is,” said Marcus Cox, Executive Director of Welcome to Memphis, “We need more folks like her to be wonderful ambassadors for our city.”
As Memphis continues to grow as a travel destination, it’s important to remember that the hospitality industry isn’t just a job, it’s a calling.
Campfire Collective is a Memphis-based communications agency that seeks to empower clients through strategic, community-focused marketing. Learn more at buildacampfire.com.
