Peer Perspective: The Heart of Hospitality

At the Courtyard Philadelphia Valley Forge/Collegeville, Pennsylvania, Tom Johnson has spent the last 14 years doing something that can’t easily be written into a job description: making people feel cared for.

Recently recognized as one of only five recipients of the 2025 Apple Award, Tom was honored for the positive impact he has made at the hotel and throughout the community. For him, the recognition feels humbling—but the work itself has always been simple.

“Providing exceptional customer service has been an integral part of every position I’ve had over the last 40 years,” Tom shared. “Hospitality is one field where I can allow it to shine.”

As Houseperson and Driver, Tom connects with guests in ways both practical and memorable. Some days that means fixing a small issue in a guest room. Other days it means setting up a ballroom for a farewell breakfast or driving a shuttle full of wedding guests singing along to Pandora at full volume. For Tom, hospitality lives in the little things, the interactions people remember long after checkout.

One story especially stayed with him.

During a busy volleyball tournament weekend, Tom noticed tension building among one of the teams staying at the hotel. Before dinner, he offered to drive the players and a few parents to a nearby restaurant in the shuttle. The girls took over the music selection, the volume went “beyond 11,” and for a little while, the pressure of competition disappeared.

By the time dinner ended, the mood had changed entirely.

“The combination of the shuttle ride and dinner had resolved the bickering,” Tom said. “We capped the evening with a controlled dash to the frozen yogurt bar, catching every green light just as they were getting ready to close. Creating memories like that for the kids, that’s what stays with me.”

That spirit extends beyond guests and into the hotel team itself. On especially busy weekends, Tom is known for making hand-stirred milkshakes for the housekeeping team sometimes running to the store himself for French Vanilla ice cream before mixing chocolate, strawberry, and vanilla shakes for the staff.

“I look at it as a way of showing the staff that they are appreciated,” he said.

When asked what “leading with heart” means to him, the answer was never about titles or recognition. It was about noticing people, finding ways to make their day better, and creating an environment where both guests and coworkers feel valued.

Outside of work, Tom enjoys music, relaxed meals with friends, and a few good games of pool to recharge. But after hearing his stories, it’s clear hospitality is more than a career for him—it’s simply who he is.

And perhaps that’s exactly why this recognition feels so fitting.

Congratulations, Tom. Newport is proud to celebrate you.