Register for the Philadelphia Hospitality Symposium presented by Aramark on October 27, 2025

Simon T. Bailey is a customer experience strategist and the architect of brilliance. A former leader at the Disney Institute, he now guides organizations in designing unforgettable experiences that build loyalty, elevate teams, and transform culture.

His signature framework, Be the Spark: Five Platinum Service Principles to Keep Customers for Life, has ignited remarkable results across industries. A prominent hospital system that implemented Simon’s principles not only improved patient experience metrics — they became so valued, they were later acquired by a larger health system. A leading global timeshare brand also leveraged his customer-centric approach, resulting in significantly improved satisfaction scores, as recognized by Expedia.com.

Featured in Success Magazine’s Top 25 alongside Brené Brown and Tony Robbins, Simon has worked with 2,500+ organizations in 55+ countries. His insights are trusted by brands like Salesforce, Stanford Health, and Marriott Vacations Worldwide.

Through 11 books and a suite of transformative LinkedIn Learning courses, Simon has reached over 120,000 professionals worldwide. With an Executive MBA from the Royal Docks School of Business and Law and three honorary doctorates, he is dedicated to helping companies transform service moments into memorable experiences.

The Hospitality Resource Hub is a dedicated mid-day center for actionable business support and direct connection with organizations committed to the success of Philadelphia’s hospitality industry. Attendees are invited to move beyond concepts and into execution by meeting one-on-one with key partners who can assist in immediate business challenges. Get direct answers on city processes, funding, advocacy, education, creative services, and more. This is your opportunity to leverage local partnerships to secure direct support and walk away with resources that fuel your business growth immediately. Stop by between 12:30 and 3:00 PM to connect, collaborate, and take the next step.

Surface-level marketing doesn’t cut it anymore. Learn how to create meaningful connections that drive results with Visit Philadelphia’s Diverse Marketing team. This session will explore multicultural audience insights, behavior trends, and the power of authentic storytelling. You will also get a behind-the-scenes look at Visit Philadelphia’s In Pursuit of a More Perfect Union campaign and discover how strategy meets impact.

Speaker(s):

• Daniel Davis, Director of Diverse Marketing, Visit Philadelphia
• Jada Dale, Diverse Marketing Coordinator, Visit Philadelphia

AI isn’t just on the horizon, it’s reshaping our world right now. This session goes beyond theory to show you how to put AI to work in ways that matter today. You’ll explore the tools, trends, and real-world shifts driving this transformation, and walk away with ready-to-use prompts and practical takeaway you can immediately apply in your own work and life.

Speaker(s):

• Todd Brook, CEO & Founder Unchained

When crisis hits, every second counts. Join communications leaders from Philadelphia’s top organizations as they share battle-tested strategies for navigating today’s 24/7 media landscape. This dynamic panel will unpack real-world scenarios and provide actionable tactics for managing crises across traditional and digital channels.

Learn how to:

• Respond swiftly while maintaining message control
• Coordinate communications across multiple platforms
• Turn potential PR disasters into opportunities for transparency
• Build resilient communication frameworks before crisis strikes

Whether you’re managing a hotel, restaurant, attraction or tour company, this session delivers essential skills for protecting your reputation when challenges arise. Get ready for candid insights, practical tools, and strategies you can implement immediately.

Speaker(s):

• Jenea Robinson, vice president of communications, Visit Philadelphia (moderator)
• Eric Cortes, sr. director, social, Visit Philadelphia
• John Golden, sr. press officer, Southeastern Pennsylvania Transportation Authority
• Linda Huss, sr. director, corporate affairs, Endo
• Susan Jacobson, president, Jacobson Strategic Communications

Brand voice isn’t just a communications tool — it’s a strategic differentiator. This engaging panel brings together marketing leaders from across multiple industries to explore how hospitality and destination brands can craft, express and evolve a voice that feels both authentic and impactful.

Panelists will discuss how to maintain consistency across touchpoints and train internal teams to reflect a consistent brand voice when speaking to different audiences. With insights ranging from value-driven storytelling to navigating crisis moments, this conversation will leave you with a fresh lens on how brand voice helps to shape perception and build loyalty.

Speaker(s):

• Cathy McVey, senior vice president of strategic integration, Visit Philadelphia (moderator)
• Matt Cahn, owner, Middle Child
• Christine Mina, senior vice president of marketing, Comcast Spectacor and Philadelphia Flyers
• Cherron Perry-Thomas, co-founder, Plant and People
• Michael Hanisco, senior content manager, Visit Philadelphia

Cultural norms vary widely—not just from country to country but also within regions, generations, and social groups. From greetings around the world to how social distance plays a crucial role in communication, from avoiding cultural missteps to fostering strong international relationships, learn about welcoming visitors from abroad. In this session, you will learn how communication norms are deeply influenced by cultural values, traditions, and social expectations and some of the best practices to navigate your interactions while remaining observant, adaptable, and respectful in cross-cultural situations. Be better equipped to engage with confidence and respect!

Speaker(s):

• Lauren Swartz, World Affairs Council of Philadelphia, President & CEO
• Hayley Boyle, World Affairs Council of Philadelphia, Senior Vice President of Programs
• Ben Rush-Goebel, World Affairs Council of Philadelphia, Director of Programs

Philadelphia is stepping onto the global stage in 2026, and the spotlight on our city’s hospitality has never been brighter. In this high-energy training led by Aramark, we’ll focus on the power of first impressions, delivering standout service across all touchpoints and creating memorable guest moments by surprising and delighting. We’ll also cover service recovery and de-escalation strategies to help teams navigate challenging situations with confidence. Through interactive role play and group exercises, participants will bring these skills to life and leave ready to deliver exceptional hospitality in a monumental year.

Speaker(s):

• Shaady Ghadessy, Aramark, Senior Director, Hospitality Enablement
• Krizia Medina, Aramark, Business Process Manager