Market voices: Tourism in Philadelphia
Steve Byrne
Executive Director Visit Delco, PA
When the pandemic arrived, we had to start looking at every aspect of our business. We implemented the furlough program and we renegotiated all the contracts we could. Most of the vendors we dealt with were understanding. We cut where we could, spent prudently and restricted a lot of the marketing because we didn’t know what to market. But we didn’t want to stop marketing altogether because we still needed to have visibility. We printed our magazine digitally instead of physically and we did a lot more online marketing. We found that, with people working from home and businesses being closed, people were gravitating toward the internet. We promoted small businesses in conjunction with the county through the Shop Small initiative. This was a video broadcast to try and get people into the local stores, especially given the growth in e-commerce.
We’ve had some real accomplishments around the company, which is related to us turning into a specialty channel overnight. We went from being focused on complete in-person programming, using 400-year-old methodologies for sound, to starting a digital channel. This was researchintensive and it reached its apex with the release of Soldier Songs. The film has gotten rave reviews and it re-established Opera Philadelphia as a pacesetter. We gained this accolade three years ago with the beginning of our Festival O. Our main goal was to stay artist-focused and meaningful. The channel was never intended as a COVID Band-Aid but something we can offer in tandem and even integrate into the live performance space. Classical arts have perfected the art of exclusion because the entire industry is based on a subscription model. We’re trying to be inclusionary and equitable, so we have invited artists and patrons into Opera Philadelphia who were previously excluded, and this primarily applies to people of color.
Jim Salvo
Complex General Manager The Inn at Penn & DoubleTree by Hilton Philadelphia Center City
David Devan
General Director & President Opera Philadelphia
We have seen our guest survey scoring increase considerably because of the confidence of the traveler. They see that we are mandating face masks, wearing gloves, sanitizing public spaces and the elevators, and practicing social distancing. Hilton has always been at the forefront of innovation related to hospitality, and 2020 has been no different. Digital Key on the Hilton Honors App allows guests to check-in and use their mobile device as a room key, and room service has been reimagined as a contactless experience. Though building relationships with our guests through face-to-face interactions often secures loyal, repeat customers, the option of bypassing the front desk using digital check-in eliminates a touchpoint and leaves many guests with added peace of mind during this unique time.
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