From Guest to Guide: How One Woman’s Passion Turned Into a Career in Tourism
By Jason Grant
In the heart of every bustling hotel, amid the clinking of glasses and the hum of conversation, exists a hidden world — a world of tireless dedication, genuine hospitality, and unshakable passion. It’s a world powered by the unsung heroes of the tourism industry, whose behind-the-scenes efforts ensure that every guest’s experience is nothing short of unforgettable.
Today, we take you behind the front desk to meet one of those heroes: Jess, a hospitality professional whose journey into the tourism industry began in an unexpected — yet perfectly fitting — way.
Jess’s story is as unique as it is inspiring. Her love for the tourism industry was sparked not in a classroom or through a family business — but during a family vacation. While staying at the DoubleTree by Hilton in Downtown Nashville, Tennessee, Jess was captivated by the hospitality and service she experienced during the trip.
“That vacation completely impressed me,” she recalls. “I’ve never forgotten it. It opened my eyes to the fact that there are actual jobs, careers, and opportunities in making vacations memorable for others.”
What began as curiosity quickly evolved into passion, and before long, Jess was ready to turn that passion into a profession.
At just 18 years old, Jess landed her first full-time job at Rafting in the Smokies in Hartford, Tennessee — marking her official entry into the tourism industry. Over the next decade, she gained experience working with prominent hotel brands such as Hilton and Marriott, building a strong foundation in hospitality management.
Today, Jess brings her expertise to the Gatlinburg Convention and Visitors Bureau/Chamber of Commerce, where she plays a key role in promoting tourism, supporting local businesses, and enhancing the visitor experience in one of Tennessee’s most popular travel destinations.
Jess’s deep connection to East Tennessee’s tourism roots runs in her blood. Her great-great-great grandfather once operated a ferry on the Pigeon River, helping people cross with their goods and livestock. Another ancestor owned and operated “S.L. Laws and Sons,” a general store in Hartford. Most recently, her grandfather — who passed away in November 2023 — ran Edwina Grocery in the Edwina Community for over 30 years.
“Hospitality and tourism aren’t just passions — they’re in my DNA,” Jess says. “I come from a long line of people who found joy in serving others and making people feel welcome in East Tennessee.”
Like any profession, the tourism industry demands a particular skill set. For Jess, two traits stand out as essential: organization and discipline. “It’s easy to get distracted in this field,” she admits. “But staying organized and avoiding procrastination has made all the difference.”
While the job is rewarding, it comes with its challenges — especially during peak travel seasons and high-traffic events. Jess recalls one of the toughest times in her career: the COVID-19 pandemic.
“I was employed during that time and thankfully was never laid off or furloughed,” she shares. “But my day-to-day responsibilities changed completely. Adapting to a new role in a constantly evolving situation was a major adjustment.”
No two days in Jess’s role are exactly the same. Some days involve helping walk-in visitors find directions, offering recommendations, or answering phone calls about local businesses and events. Other days are filled with emails, marketing projects, and organizing Chamber events like:
Business After Hours networking socials
Grand openings and ribbon-cuttings
“Dine & Discover” events for members
Hosting front-line training programs
Of course, there are also moments when she has to manage visitor complaints or handle logistical issues during large city events. It’s not always easy — especially during peak seasons — but Jess approaches every challenge with empathy.
“I know vacations aren’t cheap, and if something goes wrong, it can really affect someone’s trip. I do my best to resolve issues with understanding and compassion,” she says.
With peak tourism comes big responsibilities — and bigger opportunities. Crowds mean business, and for Jess and her colleagues, this is when all the planning, communication, and collaboration between businesses pays off.
“There are policies and procedures in place for large events,” she explains. “It can be stressful, but at the end of the day, it all contributes to one goal: supporting our tourism economy and collecting tourism tax dollars that benefit the entire region.”
Jess’s journey from an inspired vacationer to a leader in the tourism industry serves as a reminder that passion, purpose, and perseverance can take you anywhere. Her story isn't just about hospitality; it’s about heritage, heart, and the hustle behind the scenes that makes East Tennessee such a special place to visit.
As the tourism landscape continues to evolve, Jess remains a vital part of the experience — welcoming travelers with the same warmth and professionalism that once inspired her own journey.
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