Throughout the COVID-19 pandemic, the tourism and hospitality industries were among the hardest hit. In the U.S., travel spending dropped nearly $500 billion in 2020, while the total number of industry-related jobs fell by 34 percent. The 17 million positions in 2019 plummeted to 11 million last year.
But through all of the trials and tribulations, those who remained employed fought to keep operations running as smooth as possible for themselves, their colleagues and, of course, their customers.
Five of these individuals were recognized with awards during a National Travel & Tourism Week virtual event, hosted by Visit Bucks County and the Bucks County Commissioners on May 4.
“National Travel & Tourism Week is an annual event for the U.S. hospitality community to come together and promote the impact that travel holds for our economy, our businesses and our personal wellbeing,” said Frank Lyons, chairman of the Visit Bucks County board of directors. “This year, we start a new chapter, one where the power of travel will drive recovery and help define our country’s way forward.”
The coveted awards were announced live by the Bucks County Commissioners, and were distributed to the recipients prior to the event.
The Innovative Business Award, which honors a business/organization that implemented new and creative ways to continue to serve customers during the pandemic, went to Moss Mill Brewing Company founders Nick and Evann Rodgers.
“The Moss Mill Brewing Company showed innovation throughout the pandemic by continuing to connect with customers, even when they were unable to open,” said Commissioner Bob Harvie, who highlighted how the Rodgers’ launched an outdoor beer garden, offered drive-thru pickup for customers and more.
MaryLou Henderson, front-of-house manager at the Continental Tavern in Yardley, took home the Guest Excellence Award, which each year goes to a frontline staff member with a positive attitude who is willing to go the extra mile to help visitors and interact with customers on a daily basis.
“Without hardworking hospitality staff, there is no business that can operate. It’s all about service and it’s all about the people that deliver those services,” said Commissioner Gene DiGirolamo. “MaryLou treats every customer at the Tavern like a special guest in her home, ensuring everyone who enters the building enjoys a 5-star experience. As the Tavern worked to reinvent itself, MaryLou remained cheerful and positive. She went above and beyond to continue to provide the very best customer service to patrons.”
The Hospitality Leadership Award, which honors an individual who exemplifies all the qualities of a good manager while directing and motivating his or her staff, ultimately increasing visitation to Bucks County, was given to Sherry Jackson, general manager of Candlewood Suites Bensalem-Philadelphia.
“With her leadership, Candlewood Suites exceeded 90 percent occupancy month after month,” said DiGirolamo, who added how Jackson lent a hand wherever it was needed, including assisting housekeeping with laundry.
Kelly Doody, sales manager at the Holiday Inn Express Philadelphia NE-Bensalem, earned the Rising Star Award, presented to a young professional aspiring to a long career in the tourism/hospitality industry. When the pandemic hit, Doody took on new and additional responsibilities with a positive attitude. While managing the sales department, she assisted with hotel renovations and other initiatives.
“She is a dedicated team player striving to provide the best customer service,” said DiGirolamo.
Lastly, the Dedicated Partner Award, which honors an entity that not only helps to bring more visitors to Bucks County, but also has made a difference through their dedication to working with Visit Bucks County, went to the Pennsylvania Restaurant & Lodging Association.
“Small businesses are truly the backbone of Bucks County, and there have been many state associations supporting small businesses, but none have been so engaged or given so much blood, sweat and tears on behalf of the industry as the Pennsylvania Restaurant & Lodging Association,” said Commissioner Diane Ellis-Marseglia.
To conclude the event, Visit Bucks County president and COO Paul Bencivengo shared some promising statistics. Nationally, Destination Analysts data shows that many are starting to plan for vacation again, with 88 percent of Americans planning some type of leisure travel in the coming months.
Things are looking especially promising in Bucks County. Three weekends in April had local hotels 70 percent occupied on Friday and 80 percent occupied on Saturday. During the week, occupancy is hovering at 60 percent, similar to 2019 mid-week occupancy levels. Visit Bucks County is currently marketing spring happenings across the county, and will soon shift to promote summer getaways.
“We continue to remain optimistic as we plan for the future,” Bencivengo said. “In time, we’ll get back to 2019 levels of welcoming 8.29 million people to Bucks County that generate a billion dollars in economic impact and support a hospitality workforce of 30,000.”
Samantha Bambino can be reached at [email protected]
