Hospitality Heroes
Meet the 2025 Hospitality Heroes
Annually, Visit Pensacola awards deserving hospitality and tourism team members that go above and beyond to provide exceptional service in the industry. Meet the 2025 winners here.
River Russo
Winterfest
This individual has quietly transformed transportation in Pensacola. What might seem like a simple trolley ride becomes, in their hands, something unforgettable: a ride to a ghost story, a celebration, a wedding, or even someone’s very first prom.
They’ve partnered with local festivals, coordinated tours with creative flair, worked with national organizations to serve people with disabilities, and welcomed guests from across the country—making each ride meaningful. But they didn’t start in an office. They began out in the parking lots—setting up cones, directing traffic, counting cash. Humble work. And from that, they rose—thanks to hard work, heart, and a clear vision for what transportation could be. Under their leadership, charter bookings increased by 40%. Trolley service became more than logistics—it became a part of Pensacola’s story. People from near and far now experience our city through their efforts, creativity, and care.
Christopher Robinson
Residence Inn Pensacola Airport
Every once in a while, someone comes along who changes the energy of a workplace—not with grand gestures or big speeches, but with consistency, kindness, and a heart that’s fully in it. This year’s Hospitality Hero Award goes to someone just like that.
This individual has worked across multiple departments, always bringing with them a spark of positivity and a willingness to help—whether it’s folding laundry during a busy checkout, creating content to promote their hotel, or literally braving a snowstorm to make sure the team was fed and cared for. They’re known for their energy. Their warmth. Their trivia skills. Their dance moves. They bring life to morning meetings, laughter to long shifts, and comfort to every guest they greet. And when a little girl once mentioned how much she loved kitten-shaped waffles, this person didn’t just smile—they found a way to make it happen. No ingredients? No problem. They created a magical breakfast moment from scratch. That’s the kind of heart we’re talking about. Outside of work, they’re just as committed—to their community, their church, and to capturing moments of joy as a wedding photographer. Their light shines far beyond the breakfast area. As one community member put it: “He is more than a staff member—he is fundamental to my life. He is someone I pray I never have to learn to live without.”
Matthew Mabe
Jackson’s Steakhouse
Some people define hospitality not just by how they serve a table, but by how they make people feel—valued, seen, and genuinely cared for. This year’s Hospitality Hero Award is going to someone who does just that, every single day.
This individual is the kind of person who notices every detail—every place setting, every guest’s preference, every moment that might become a memory. Whether it’s a birthday dinner or a quiet evening out, they make each guest feel like the most important person in the room. But it doesn’t stop there. When coworkers are sick, they take on extra duties without complaint. When guests are confused by downtown parking, they use their own account to help. When it rains, they’re the first one to grab an umbrella and walk people to their cars. And when a new team member couldn’t afford work clothes? They took her shopping—and never told a soul. This person doesn’t just work in hospitality—they live it. They lift up teammates, represent their city with pride, and treat every service as a chance to leave a lasting impression. As one colleague put it: “He is truly a hero to us all.”
Sherita Gooden
Best Western Plus Blue Angel Inn
There are some people in hospitality who do more than check you in, give you a key, or answer a question. Some people become the reason you remember a place long after you’ve left. Today, we’re honoring one of those rare individuals.
She’s faced personal trials most of us can only imagine—but still shows up every day, not only doing her job, but doing it with grace, strength, and a radiant smile. She’s known for helping guests with everything from technical issues to heartfelt moments—never saying “that’s not my job.” She plunges toilets, comforts grieving families, and even carries bags for elderly guests, all with the same genuine care. She’s a single mother of five. She has dealt with the heartbreak of losing her father to cancer—but through it all, she never missed a beat. In fact, she became the very person others leaned on. One family grieving the loss of a loved one said it felt like they were guided to her—that her kindness and words made her feel like an angel in their time of sorrow. Guests return just to see her again. Coworkers say she brings light to even their darkest days. One guest said, “She set a welcoming tone I truly appreciated.” Another said simply, “She’s the reason we keep coming back.” She doesn’t just represent her hotel—she represents resilience, compassion, and the very best of what hospitality can be.
