Heartfelt Hospitality

Episode 9: Intentionality In Action

In this episode, we dive deep into what it truly means to live and lead with intention. From personal routines to professional decisions, we explore how intentionality shapes outcomes, environments, and relationships. Reese shares personal stories, scientific insights, and practical tools that help us move from autopilot to purpose-driven action. Whether you’re building a business, nurturing a team, or designing your lifestyle—this conversation is your reminder that clarity + consistency = transformation. Tune in and start crafting the life and legacy you actually want.

Episode 8: Step-Parent or Steward? Rewriting the Narrative on Third-Party Hotel Management

When a hotel owner told me, “Third-party management companies are like step-parents. They’ll never love the hotel like the real parent,” it hit a nerve. Not because I agreed—but because I knew it was time to shift that mindset. In this episode, we tackle the stigma surrounding third-party hotel management and explore how operators can earn the trust of owners—not just with reports and results, but with care, presence, and purpose. We’ll discuss: * Why some owners feel burned by management companies * How great operators lead with stewardship, not just structure * Tangible ways to build trust, transparency, and alignment * And why reputation is our greatest asset Whether you’re an owner seeking a better partnership or a manager striving to lead with heart, this episode reframes what it means to serve someone else’s property like your own. Because when we manage with integrity, we don’t just run hotels—we build legacies.

Episode 7: The Customer Experience: How to Handle Legitimate Concerns

In this episode of Heartfelt Hospitality, Reese dives into the art of handling customer concerns the right way. Mistakes happen, but what truly defines a business is how it responds. Reese shares two firsthand experiences—one that exemplified top-tier service at Bella Momi in Huntsville, Alabama, and another that fell flat due to dismissive customer service and poor problem resolution. Through these real-life examples, Reese breaks down key lessons in guest experience, including the power of active listening, owning mistakes, and the importance of checking before reacting. If you’re in the business of hospitality, this episode is a must-listen! Tune in for honest insights, practical takeaways, and a reminder that great service isn’t just about avoiding mistakes—it’s about how you recover when things go wrong.

Episode 6: Turning the Tide – Tackling Hospitality Challenges in Q1

In the first episode of 2025, Reese dives into the unique challenges of Q1 in the hotel industry, including low occupancy, limited revenue, and tough labor decisions. This solo episode offers practical strategies for navigating the slow season, from optimizing staffing plans and enhancing team training to finding creative revenue opportunities. Reese also emphasizes the importance of empathy and communication when managing labor challenges, reminding listeners that hospitality is always about people first. Whether you’re a seasoned leader or new to the industry, this episode will leave you with actionable insights to make Q1 a time of growth and preparation for the year ahead.

Episode 5: Self-Care: The Secret Ingredient in Hospitality

In this episode of Heartfelt Hospitality, Reese dives into the often-overlooked connection between self-care and hospitality. Discover why prioritizing rest, nourishment, movement, and boundaries is the ultimate game-changer for creating memorable experiences. From managing a team to hosting a dinner party, Reese shares practical tips to keep your energy high and your vibe authentic. Tune in for an uplifting reminder that when you take care of yourself, you’re not just recharging—you’re setting the tone for the magic you bring to others.