Building Lasting Hospitality through Culture and Connection

Mary Beth Coats began her hospitality career in 2013 as a front desk agent, where she discovered a passion for creating guest experiences that go beyond the basics of a hotel stay. When her mother was diagnosed with cancer and traveled for chemotherapy treatments, Mary Beth made a personal commitment to treat every guest with the same care and compassion she hoped her mother received during her journeys. Over the years, she advanced through guest services and operations roles, building a reputation for connecting with travelers, leading teams, and delivering hospitality with heart.

Today, as Director of Guest Relations at Odom Hotelz, she oversees guest-facing operations across sister properties, ensuring consistency while introducing unique, locally inspired touches that make each stay memorable. Her role spans guest recovery, recognition and loyalty programs, and mentoring frontline staff, serving as the bridge between ownership, team members, and guests to ensure every traveler feels valued and every employee feels empowered. The service-oriented, passionate, and supportive culture at Odom Hotelz perfectly aligns with her own philosophy of hospitality with heart, where genuine care for both guests and employees drives every decision.

Recognized for her leadership in elevating guest experience through personal connection and operational excellence, this article explores how Coats blends empathy, consistency and empowerment to sustain service standards, embrace innovation and build a culture where genuine hospitality thrives.

AT A GLANCE:

• Guest First – Every stay is seen as a chance to create moments that go beyond expectations, turning routine interactions into memorable experiences.

• Consistency Matters – Service standards are upheld across all properties, ensuring that from booking through checkout, guests receive the same level of genuine care.

• Empowerment Drives Service – Frontline staff are trained and trusted to make real-time decisions that resolve issues quickly and leave guests with a positive impression.

• Innovation with Warmth – Technology tools such as mobile check-in and loyalty programs are always paired with personal touches, ensuring efficiency never replaces human connection.

• Hospitality as Leadership – Acting as a bridge between ownership, staff and guests, Mary Beth fosters an environment where travelers feel valued and employees feel supported.

Principles in Practice: How Guest Experience Stays Consistent

My approach is built on three guiding principles; empathy, consistency and empowerment. Empathy means every guest feels heard and cared for, whether they are a traveler upset about a booking problem or a family celebrating a special occasion. Our team approaches each moment with genuine understanding. Consistency enables us to deliver the same high level of service across both properties, from the initial booking to checkout. We achieve this by standardizing our service routines while allowing for flexibility to adapt to each guest’s individual needs. Empowerment comes from training the team with the skills and confidence to act immediately to resolve issues and create positive moments without waiting for management approval. These principles enable us to maintain high standards while fostering a culture of trust and accountability.

As the hospitality industry evolves quickly, the innovations that matter most are the ones that blend technology with a personal touch. Mobile check-in and digital keys give guests the convenience they expect. Still, when we add personal details such as greeting returning guests by name or offering tailored local tips, we create the right mix of efficiency and warmth. Another change reshaping our work is using AI to study guest feedback. It helps us spot patterns early and improve before minor issues become bigger problems. This way, we stay ahead of expectations rather than simply reacting. The future of hospitality, in my view, is not about technology replacing people but about using it to make travel smoother while deepening the connections we form with our guests.

Culture in Action: Building Teams that Care

A strong guest experience starts with a strong team culture. We formally celebrate staff achievements with awards for those often mentioned by guests and informally with quick shout-outs during huddles or group chats. I invite the team to share their ideas for events or service recovery. When their ideas are implemented, they see how much impact they can make. Feeling valued encourages pride in one’s work, which naturally raises the quality of service.

Lessons for Tomorrow’s Leaders: Keeping the Human Touch

For future leaders, my advice is simple. Never lose sight of the human side of hospitality. Guests may forget what you said, but they will always remember how you made them feel. Trends and technology will keep changing, but empathy, humility and curiosity will always matter. Whether guiding a team or helping a single traveler, hospitality is about welcoming people and caring for them.