Hospitality Heroes
Meet the 2026 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 2026 winners here.
Katie Mcphail
The Holiday Inn Resort Pensacola Beach, FL
This individual is known for getting things done. She is a go getter, a doer, a “Let's Make This Happen” kind of person. Her expertise in hospitality stems from years of well-rounded experience, creativity and desire to make a difference in people's lives by bringing their events to fruition.
In her role, she takes the time to really listen to what these groups want. She makes them feel special by listening to all of their desires, whether large or small. And when something seems like it can’t be done, she finds a way to make it happen. It’s not always easy, and things don’t always go as planned, but when issues come up, this individual handles them quickly and creatively, reinforcing that you can always make any customer happy.
One guest put it best: “Thank you for one of the most memorable and fun reunions we have ever had! What a beautiful property, along with a very helpful and accommodating staff.”
This is the kind of impact she brings to every group she works with.
Rod Frieling
Beach Bum Trolley
After retiring from a career as a doctor, this individual could have chosen to slow down, but instead, he chose to keep serving others in a new way. Over the past three years, he has turned tours into memorable experiences, sharing the history of our city in a way that keeps guests entertained, informed, and wanting to come back.
The office has received countless emails sharing how enjoyable these tours have been, and many guests have booked a ride simply because a friend told them they had to experience it for themselves.
One couple shared it simply, “This individual was a great tour guide! Thank you!”
He leaves a lasting impression on every guest who steps aboard.
Christina Sasser
Southern Vacation Rentals
Some people lead from the front. Others lead by making sure everyone moves forward together. This individual is known for doing exactly that. She brings consistency, strong communication, and a steady presence that keeps teams aligned and operations running smoothly.
She’s known as someone who will step in wherever needed, like supporting departments across the organization, solving problems, and helping set others up for success. Over the past six years, she has grown within her organization, stepping into leadership role.
Multiple colleagues submitted nominations on her behalf and to sum it up they highlighted that this individual “works incredibly hard to help every single department within the company! Throughout her journey she has consistently demonstrated leadership, accountability, and results that make her stand out. She is patient, kind, understanding and intelligent. She truly somehow finds a way to balance it all. We don't know how she does it all with a constant, genuine smile on her face. She clearly loves her community and what she does!”
She doesn’t just lead a team, she strengthens her organization.
Cheryl Goppert-Shadian
Home2 Suites I‑10 N Davis Hwy
This individual makes an impact simply by how they show up every day! She is known as a role model within her hotel, she is an exceptional trainer and a trusted support to her supervisor. She brings patience, kindness, and empathy into every guest interaction, and she handles unexpected challenges with calm confidence and grace. Her ability to connect with guests has made her an invaluable part of the team.
After graduating from college, she built a long and successful 25-year career in hospitality in Hawaii before returning home in 2015 to care for her mother. Even through personal loss and life changes, she remained committed to serving others with care and professionalism. In 2024, she experienced a stroke that affected the left side of her body. After time in the hospital, she worked tirelessly through recovery, determined to regain her sense of normal. In just two months, she returned to work, still healing, still improving, and showing incredible resilience.
Despite ongoing challenges, this individual remains dedicated to ensuring every guest has a memorable stay. Guests consistently recognize her for the experience she provides, making each experience feel personal, welcoming, and genuine. One guest shared, “this individual was absolutely lovely, fun, and helpful!”
This is the impact she says to make every stay feel like a home away from home.
Congratulations to ALL our Nominees
• Rod Frieling: Beach Bum Trolley
• Jennifer Gibson: J Nicole’s Events
• Cheryl Goppert-Shadian: Home2 Suites I-10 N Davis Hwy
• Diana Graff: Home2 Suites I-10 N Davis Hwy
• Sherese Ichihara: Hilton Garden Inn Pensacola Airport/Medical
• Laura McCullers: Pensacola Sports
• Katie McPhail: The Holiday Inn Resort Pensacola Beach
• Kelly Page: 86 Forks + Table
• Christina Sasser: Southern Vacation Rentals
