She sells smiles.
And yes, that IS meant literally. She’s so darn good at her job, her clients can’t help BUT smile.
Ear-to-ear smiles, in fact, and those grins are the by-products connected to renting space inside Wesbanco Arena or the Capitol Theatre. That’s her gig. That’s what Cindy Johnson does and has done since the 1980s.
She makes people smile while booking weddings, conferences and meetings, private parties, comedy shows, rehearsal dinners, bar mitzvahs, wakes, retirement parties, and a number of other functions, and she’s absolutely loved every minute of the process. She’s battled bridezillas, fixed figures with fathers, and created dreams come true time and time again.
The best part is that Johnson continues to create her craft STILL in downtown Wheeling today. Initially, her work was connected with motor coaches and Jamboree Tours, and then she spent 19 years working in sales and as the general manager of the historic McLure Hotel. She left there for a position with the tourism department with the State of West Virginia, but, after a few months of rest-stop work, the phone rang.
“One day Denny Magruder called me and said, ‘I understand you’re not real happy with the position with the state and I wanted to let you know we have a position open here (at the arena and theatre),” Johnson recalled. “And I wasn’t happy in the position. I was at the welcome center near Dallas Pike and I was supposed to help them with their travel plans in West Virginia, but all I did was help people find the restrooms.
“I interviewed for the jobs and was hired, and ever since, I’ve referred to as a ‘God Thing,’” she said. “I’ve been here since 2015, and it’s a perfect position for me. And now that Kelly (Tucker) has come in and is working with the staff here, it really feels I’m right where I belong for the end of my career.”
But she’s far from finished and, in a world where cell phones and social media have greatly diminished face-to-face interaction, Johnson adores the hospitality business because, oddly, she loves people.
“I’ve always found it enjoyable to bring things together for people so their events go the way they want them to,” she explained. “During the process, I figure out what they want and what makes them tick, and that allows me to know how to proceed with the different services we have available. It’s all about taking care of people by making things as special as possible.
“So, yes, it’s about making them smile,” she confirmed. “I know when me and my family get together, I want things to work out the best way possible because that makes it more fun and exciting. If you’re dealing with issues during the entire event, no one – trust me – is having fun.”
Mom’s Little Helper
Cindy’s mother was 42 years old when she found herself a widow with seven children.
Johnson’s father passed away when she was only 15 years old, and she was the oldest.
“And she needed help, so I stepped into that role,” she said. “And I’ve just always been that caretaker and caregiver, I guess. When the others needed help, I was there to help and make sure they were OK. I guess that’s continued in the hospitality industry here in Wheeling.
“I was 33 years old with children and my husband, Gary, when I was first hired in hospitality in 1985, and I’ve gone from one position to the next because I was impressed with all the motor coaches that were coming into town. And I decided to go back to school in Pittsburgh, but when I asked about motor coaches, the instructor told me it was something they had never considered. I finished the course, brought what I learned back to Wheeling, and got into the tour bus industry.
“I was doing a lot of business with the McClure Hotel at the time because I was putting a lot of motor coaches there. But then all of the ownership changes started to take place and eventually I was made sales manager and then the general manager,” she explained. “Owners came and went and I stayed and made sure it was consistent until I couldn’t stay there anymore. I’m a much happier person now that I am working with this team. It truly is a joy to work here.”
The products she sells aren’t too shabby and they only improve with each completed project. Since April 2009 when the Wheeling Convention and Visitors Bureau purchased the Capitol Theatre, the historic venue has been updated for safety and upgraded for fan experience. Wesbanco Arena also has been renovated with new seating, video technology, ice-making equipment, floor-level lounges, and a new lobby, an industrial kitchen, and front-door security.
“I have always had a love for the theatre, and I’ve always been impressed with the operation of Wesbanco Arena. It always seemed to be very organized and well-run for such a large building,” Johnson said. “And now with the Nailers plus all of the additional entertainment that’s come in, downtown Wheeling seems like it has life again.
“I know the roads are rough, but that’s really not stopping people as far as what I’ve seen, and when our two venues are busy that means the restaurants are busy, too. That’s the way all of this works and that’s why I love it so much,” she added. “But, in the end, I would not have been able to do any of it if it were not for the support I’ve received from my family, and especially from my husband. Gary has always been my rock and I have no idea what I would have done with him.”
