Brittney Jones: Making Space for Women to Lead

October 2, 2026

Brittney Jones: Making Space for Women to Lead | SpotOn

In an era where corporate strategy can feel disconnected from frontline execution, true leadership requires a balance of empathy, strategic discipline, and operational experience. As the Chief Development Officer at Brittain, Brittney Jones brings that perspective to every decision she makes.

Her path into hospitality was anything but traditional. Inspired by the revitalization of her hometown of Florence, South Carolina, and the energy of a historic boutique hotel, she entered the industry with a marketing background and no hotel experience. She built her expertise from the ground up, learning the business by understanding the people and operations behind it.

Today, those experiences shape her approach to hospitality leadership, growth, and the guest experience.

Leadership Starts on the Frontline

Great hospitality leadership starts on the property floor, not in the boardroom. Understanding the realities of daily hotel operations gives leaders the perspective to make smarter decisions and build stronger, more engaged teams.

For corporate executives, that means spending time alongside the people who keep hotels running, from front desk associates to housekeeping staff. It also means recognizing that employees are people before they are professionals and leading with empathy and flexibility when life happens.

“Get in there, get into the hotels, learn the front desk… try for a week just to do housekeeping and you’ll have such a different appreciation for it because I really believe it’s the hardest job in this industry. We could not be successful without these housekeepers.” — Brittney Jones

That same people-first mindset extends to relationships with owners, management companies, and operations teams. Addressing challenges early, communicating openly, and bringing solutions alongside problems builds trust and creates stronger partnerships over time.

[Watch Brittney’s full interview series on YouTube]

Balancing Technology with Hospitality

Technology continues to transform hospitality, but the goal is not to replace the human experience. It’s to make it stronger.

At Brittain, predictive technology and AI help create more personalized guest experiences while improving operational efficiency. With guidance from CMO Patrick Norton, the company has built a data-driven marketing strategy designed to strengthen direct relationships with guests.

That approach has helped Brittney achieve a 75% direct contribution rate and a 75% repeat guest rate, compared with a typical independent hotel benchmark of 45–50%.

By focusing on custom campaigns and guest retention rather than relying exclusively on Online Travel Agencies (OTAs), Brittain proves that high-tech data strategy paired with high-touch hospitality yields incredible returns.

Creating More Opportunities for Women

Being named one of Hotel Management’s Top 25 Most Influential Women in Hospitality was both an honor and a turning point for Brittney. The recognition reshaped how she viewed influence and the responsibility that comes with visibility.

Inspired by a conversation with Rachel Humphrey, founder of the Women in Hospitality Leadership Alliance, Brittney began to see that every woman who accepts a leadership role, speaks on a panel, or shares her perspective helps open the door for others.

“Anytime a woman is on a panel or does an interview or a podcast or accepts a new role in this industry, she’s opening up the door for the next woman.” — Brittney Jones

That realization has encouraged Brittney to embrace more opportunities, recognizing that her visibility can have an impact beyond her own career.

For the next generation of hospitality leaders, Brittney encourages them to stay curious, remain humble, and raise their hands for opportunities that push them outside their comfort zones. Leadership is earned through experience, and some of the most meaningful growth comes from being willing to learn, take on new challenges, and step into the unknown.

By sharing her perspective and creating space for others to grow, Brittney hopes to help build a more inclusive and connected future for the hospitality industry.