Through involvement on these boards, I have been able to assist in advancing the missions of the PCVB and the organizations themselves.
Here at the Philadelphia Convention and Visitors Bureau (PCVB), I served as executive vice president from 2002- 2010 overseeing a staff of 30, which included the bureau’s convention sales and services divisions.
At the PCVB, we continuously strive to raise the hospitality industry bar. With departments dedicated to the multicultur- al, sports, and life sciences markets, and an award-winning sales and services team, we are a customer-centric CVB with a staff that understands the values of relationships. We’re always taking care of the customer, and even when there might be times when we can’t be the solution provider to the customer, not losing a relationship with that customer is critical.
A practice I continue to adhere to in my career is always let- ting people know that even if they can’t do business with me or my product or service now, perhaps in the future an opportunity may present itself. Over the course of my career, I’ve worked at big hotels with big groups as well as smaller hotel companies with transient business, and this ability to maintain relationships with diverse clientele and people we may not work with all the time is how the PCVB provides top-class service.
In my position as PCVB president and CEO, I serve on the boards of Destination Marketing Association International (DMAI), the Mayor’s Philadelphia International Airport Advisory Board, the Mayor’s Hospitality Customer Advisory Board and International Committee, Philadelphia OIC, Temple University’s School of Tourism and Hospitality Management, the African American Museum in Philadelphia (AAMP), U.S. Travel Association, and Widener University’s School of Hospitality, as well as the Brand USA Business Development Advisory Committee.
Through involvement on these boards, I have been able to assist in advancing the missions of the PCVB and the organizations themselves. As an example, one of the boards I currently sit on is AAMP, and in January 2013 the museum will be launching a special exhibit called “Come See About Me” - a collection of the fashion and accessories of leg- endary singing group The Supremes. Because of my board involvement and the relationship between the PCVB and AAMP, we are able to assist them in drawing visitors to this unique exhibit, and through this initiative they are actively helping to bring visitors to Philadelphia - a win-win situation.
Being on a board allows me to bring my expertise to the table, to network and share, as well as to get feedback in moving our organizational mission forward.
One of the things about the PCVB today is that we’re really positioning ourselves well to move forward in a complicated marketplace. We’re doing it through technology, and we’re also doing it by bringing together individuals that are the very best at their craft within the organization.
The PCVB recently began implementation of a three-year strategic plan that was critical in identifying our strengths and our challenges, and which is being used by our entire board and staff as we take Philadelphia to a global audi- ence. This plan has given purpose to all of our actions and enhanced how we connect with our customers. It also has led to the development of a compelling new narrative and tool for Philadelphia, which combined with our strategic international consumer marketing campaign, will take our city to the next level as a global destination of choice not only for visitors, but also for international business owners, political influencers and potential students.
Moving forward, my hope for the industry is that young peo- ple continue to take great pride in their craft and that it’s not just transactional. Because of the nature of our industry, having what I would call the “warm fuzzies” (i.e. making people feel welcome, needed and cared for) is something that should not be lost.
Continuing to grow our brotherly love and sisterly affection are my hopes for our industry, and that’s why I’m so pas- sionate about Philly Welcomes U, the hospitality training program designed by the PCVB that includes courses on dealing with different types of visitors and anticipating their needs in our client-focused business.
For those just starting out in the hospitality industry, know that it can be extremely hard to separate work from your personal life because of the nature of the industry. What I always say to young people is - once you’ve identified that you like your job or that it’s a stepping stone to get to a career that you do like, then you should keep at it. But if you don’t like your work, make the change. If you’re not happy then you shouldn’t be there - life’s too short for that.
Taking it back full circle to my family’s funeral business, one thing I know is that while we don’t know when our lives will end, there is an end, so savor the moments and the experi- ences. Another thing that I think is important for those start- ing out in the industry to remember is that we are in the memory business, and no one wants a bad one.
Mid-Atlantic EVENTS Magazine 79
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