Music City Hitmaker Honorees

When a newcomer to Nashville from Boston joined Paul’s History, Highlights & Hacks Walking Tour, she expected to learn about her new city—but what she got was an unforgettable welcome to Music City. During the tour, she mentioned in passing that her husband, a military veteran, was preparing for deployment. Paul quietly took that to heart. Without saying a word, he arranged for their tour tickets to be fully refunded—an unexpected act of kindness. But he didn’t stop there. Paul had remembered her husband casually mentioning his love for the song Sweet Caroline. Just after the tour ended, Paul personally walked them to a nearby honky tonk—and right as they arrived, a live band began playing Sweet Caroline, clearly orchestrated by Paul behind the scenes. It was a moment of joy and surprise that meant the world to a family preparing for a difficult goodbye. The woman said, “This wasn’t just good service. This was pure kindness, thoughtfulness and the kind of hospitality that makes Nashville unforgettable.”

Morgan helped a family have an unforgettable experience at the Lucky Ladd Farms’ Holly Jolly Festival of Lights. The local family had visited a tent where children can write letters to Santa. They hoped they could peak at their daughter’s letter to confirm her Christmas wish list, but before they knew it, the 11-year-old girl had sealed it and dropped it into Santa’s mailbox. The next day they called the Farm, and lucky for them, Morgan answered. Like a true Santa’s helper, she took it upon herself to search through countless letters. In less than an hour, she found it and sent them the details they needed to keep the Christmas magic alive and get their daughter exactly what she wanted. They said, “She made not just our trip to Lucky Ladd Farms amazing but our entire holiday season!”

When a Pennsylvania visitor decided to plan a yearly vendor conference and client appreciation event in Nashville this year, he was referred to Nashville Underground. He had concerns about organizing his event on Lower Broadway in a big city, but Jeremy “melted away my concerns,” he said. The visitor added that Jeremy referred him to hotels, other restaurants, sporting arenas, transportation companies, entertainment options, and more. “He might as well have been our tour guide for the trip,” the visitor joked. As to the event at Nashville Underground, “what an enjoyable, relaxing and fun experience,” he said, and added, “I cannot think of another time in my professional career that someone went to that type of effort.” The event went off without a hitch, and thanks to Jeremy going above and beyond, this visitor had a memorable trip and plans to return.

Scott was leading a Taste of Nashville Food Tour at Assembly Food Hall when a guest started choking. Scott jumped in to administer the Heimlich maneuver and after a few pumps the guest began to breathe normally again. She was even able to continue the food tour with her friends. Thankfully, Scott had just been recertified in CPR a few months before. Scott was lauded for his expertise as a tour guide with his deep knowledge of music history but also for being brave and caring.

When a California guest had a medical emergency during an event put on by the Nashville Area Chamber of Commerce, Veronica came to her rescue. After Veronica heard the guest was having episodes of sharp pain, she ushered the guest to an Uber to get to her car. The guest ended up in the emergency room with a kidney stone, and Veronica stayed in communication with her throughout the ordeal offering her comfort and support.

Taylor and Alexis came to the rescue of an event manager with Ryman Hospitality, saving the day by providing crucial supplies just in the nick of time. The event manager described facing a potentially “disastrous situation” when tables and linens had not arrived an hour before doors were set to open for a special event. In a panic, he reached out to EventWorks for help. Within minutes of the call, Taylor and Alexis had everything loaded onto a truck and en route to the event. Their quick thinking, dedication, and willingness to go above and beyond without hesitation seamlessly resolved what seemed like an impossible situation, the event manager said. They remained calm and efficient, exemplifying the highest standards of customer service in the hospitality industry.

A visitor planned a trip to the Nashville Zoo to surprise her flamingo-loving mom with a close encounter during the daily flamingo stroll. Unfortunately, the weather was too hot for the flock to make their outing that day. Animal keepers Allie and Jessica had heard about the special occasion and arranged a private session for the family to feed and interact with a flamingo. The visitor said, “It made my mom’s day. It was an amazing experience, and I cannot brag enough about the Zoo. I will be sure to tell family and friends that the Nashville Zoo is the place to go to!”

It’s not unusual for the Hilton BNA to welcome international travelers, but this day was different. An 80-year-old visitor from New Zealand arrived in their lobby, alone and in need of help. She had come to Nashville with plans to visit Graceland, Elvis Presley’s iconic home, but after falling ill and being hospitalized, she missed her trip. Stranded in an unfamiliar city, she wasn’t sure how to get home. That’s when Desiree stepped in. She quickly coordinated a new flight with United Airlines, arranged wheelchair transport to the gate and booked a room for the guest. She also reached out to the woman’s family via WhatsApp to keep them updated. And since the guest never made it to Graceland, Desiree made sure she wouldn’t leave empty-handed and organized an Elvis-themed gift for her to take back to New Zealand. This is a true example of extending the warmth of hospitality and creating a memorable experience.

A California visitor came with a friend to celebrate their friend’s 68th birthday. The friend, who had recently experienced a stroke, used a walker and needed extra time and care. The visitor said, “Courtney was so attentive to him, his needs and special requests. Even though the restaurant was packed, she made us feel like the only people in the place. So impressive!”

Sterling was leading a downtown food tour when one of the guests mentioned that he had been eager to try Nashville’s famous hot chicken on the tour. While Walk Eat Nashville often includes a stop at Prince’s Hot Chicken, it wasn’t on the itinerary that day. Determined to make the experience unforgettable, Sterling got the group settled at Slim & Husky’s and dashed over to the nearby Prince’s to pick up some hot chicken. The guest was overjoyed by Sterling’s thoughtful effort, a true example of Southern hospitality.

During a four-day visit with eight Coca-Cola Canada executives over Thanksgiving, David’s exceptional hospitality, attention to detail, and deep knowledge of Nashville created an unforgettable experience. From arranging a private Thanksgiving dinner with a Coca-Cola-themed centerpiece from his personal collection to expertly guiding them through RCA Studio B, the Country Music Hall of Fame, and the Parthenon, David’s personalized touch shined. He seamlessly handled logistics, like intercepting Pepsi-branded glasses when they were out to lunch to maintain brand integrity and ensuring their timely airport departure on a busy travel day. He even rerouted their schedule so they could visit Target, which they no longer have in Canada. They were blown away when he shared that the Coca-Cola jingle I'd Like to Buy the World a Coke (I’d Like to Teach the World to Sing) was written by songwriters who have lived in Nashville for the past 50 years and are proud members of the Nashville Songwriters Hall of Fame. Whether coordinating private tours, recommending the best honky-tonks, or joining them on Lower Broadway until midnight, David’s dedication, flexibility, and passion made him an outstanding ambassador for Nashville.

Hitmaker of the Year

Michelle came to the rescue of a Lexington, KY couple who had parked so far away that it took them 45 minutes to get to the rooftop. The couple said they have some medical issues, including multiple sclerosis, which makes walking difficult and were told the wrong parking information. Michelle noticed their distressed looks, and, once she heard about their parking problem, she asked for their car keys and parking ticket and somehow found their vehicle so that she could move it closer. The visitor said, “We couldn’t believe our eyes. When the elevator opened, our car was literally right there so close. We smiled at the kindness of a complete stranger who took the time to care for two old people. This young lady – and Nashville – have won our hearts forever.”

When a mother-daughter duo traveled all the way from Ohio to Nashville to celebrate Mother’s Day, they were eager to experience a Nashville rooftop sunset at the Westin Nashville to conclude their weeklong stay in Music City. Their excitement was momentarily dampened when they realized many rooftops don’t allow minors after 7 p.m. Fortunately, Scott, who was working security, overheard their disappointment at the situation and took the initiative to accompany the duo to a serene spot on a top floor of the Westin with an equally gorgeous view of a Nashville sunset. The mom expressed her gratitude by saying “This made my daughter's night. We thank Scott for a magical experience in Music City!”

When a Chattanooga couple entered their Hilton Nashville Airport hotel room, they heard a disruptive noise from the air conditioner unit. After assessing the problem, Jacob, the hotel’s engineer, informed the couple he did not have the part in stock to fix the problem immediately. Without hesitation, Jacob contacted the front desk, arranged a different room, helped with their belongings, acquired new keys, and personally delivered new keys to their new room. “Jacob smiled and offered help as much as possible during the interaction, he went above and beyond for us and his job”.

When four Canadian friends visited Nashville, they were pleased by the warm Southern hospitality they encountered at Union Station Hotel. Janine gave them a tour of the hotel and explained its history, and made them feel instantly at home. The concierge even went the extra mile, securing hop-on-hop-off tour bus tickets and discounted passes to a show at Woolworth Theatre. When a seating issue arose, Janine quickly resolved it. Her Southern hospitality and passion for Music City left a lasting impression on their trip. “Our trip was made better because our paths crossed with Janine,” one of the guests said.

You don’t have to be a visitor to experience exceptional Southern hospitality. When Cathy and her husband returned to Nashville, they caught a ride home from the airport with Metro Livery. Their driver, Juan, proactively coordinated the details a day before their arrival, arrived well before the appointed time, and cheerfully handled their heavy bags. During the ride, he shared fun facts about Music City, and they thoroughly enjoyed experiencing the feeling of being tourists in their own hometown. Juan turned a mundane journey into an engaging and enlightening adventure. His exceptional service left a lasting impression and earned him a glowing recommendation. Cathy said, “If you need to get around the city, Juan is delightful."

Conductor Debbie quickly became a part of this Nashville family after her exceptional hospitality. Oozing with Nashville’s southern charm, concierge and conductor Debbie was conducting a hop-on-hop-off old town trolley tour. She not only guided the tour but shared her extensive knowledge and great sense of humor while going above and beyond to make their time in Nashville memorable. Keeping the perfect balance between facts and fun, she provided them with a rich history of the sights. Despite it being a hop-on-and-off tour, she made the family want to stay on the bus to listen to more of her stories. So impressed by Debbie’s service, they gave her the nickname of Cousin Debbie and described her as a true treasure who embodies Nashville's southern charm. The Nashville family said “she was consistently wonderful to absolutely everyone the whole day regardless of how near or far they traveled.”

During a Thomas Rhett concert at Bridgestone Arena, security guards Jennifer Brazee and Jeremy Hildebrandt responded to an emergency about a patron experiencing a possible seizure. Rushing to the scene, they found the audience member had stopped breathing. Acting swiftly, Jennifer ran to retrieve an AED while a trauma doctor from the audience performed chest compressions. Simultaneously, Jeremy Hildebrandt took charge of the chaotic situation, clearing the area of patrons and chairs to create a path for the incoming medical staff. Their quick thinking and courage saved a life, and superstar Thomas Rhett acknowledged the moment from stage.

This beverage manager helped a visitor who got lost and disoriented in the Food Hall’s parking garage. The man was in town for his 65th wedding anniversary trip and to visit their daughter in Nashville. He found himself lost in the parking garage, while also experiencing a medical condition. In distress, he reached out to the front desk. While one Food Hall worker stayed on the phone with him, Nahm searched the parking garage for him for 30 minutes, located him and helped him get home. Overwhelmed with gratitude, the visitor said, "God placed an angel in my path to help me make it home because of a person I’ve never met."

Devante's dedication to providing exceptional service as a valet at the Parking Management Company (PMC) has not gone unnoticed. When visitors arrived at the Holiday Inn Express Nashville Downtown Conference Center, Devante was quick to lend a helping hand, ensuring their Music City experience began on a positive note. His warm demeanor and ability to make guests laugh and feel welcome set the perfect tone of Southern hospitality for their visit. Whether sharing smiles and laughter or engaging in heartfelt conversations, Devante goes above and beyond to create memorable experiences for all.

James Handy is a shining example of Southern charm at Biscuit Love, giving each encounter a genuine sense of connection. His hospitality leaves a lasting impression on all who cross his path. One customer remarked, "James is incredible. I can’t say enough good things about him. He treated us like great friends. He welcomed us with a smile, cracked some jokes, and even gave us souvenir stickers! I watched as he had this same behavior at every table - shaking hands, giving fist bumps, and making people laugh and smile.” James' unwavering dedication to southern hospitality makes Music City unique and ensures every visitor has an unforgettable experience.

Carter wows customers with his kindness and attentiveness. His genuine care and thoughtfulness extend not only to visitors but also to fellow workers in Nashville’s hospitality industry. One of them said she was at a happy hour with co-workers and noticed Carter remembered even the smallest details, including her favorite drink from the last time she was there. She said his attentiveness is a gift and reminder that amidst the hustle and bustle of the city’s tourism industry, it’s essential to extend recognition to those who work tirelessly behind the scenes. She said, “Carter’s kindness almost made me cry. He has over the years taken care of hundreds of thousands of Nashville visitors, and he is always in the background working hard to make it a special day for others.”