Peer Perspectives
Some people check you in.
La’Kesha Holland and Stephen McIninch check in on you.
Front Desk Team | Hampton Inn Jacksonville Beach Oceanfront
At the Hampton Inn Jacksonville Beach Oceanfront, these two front desk pros bring more than keycards and pool towels—they bring heart, humor, humanity, and the kind of teamwork that turns a hotel lobby into a space of genuine connection. From smiles and movie trivia to small gestures that change someone’s day, this dynamic duo proves that the front desk is more than a station—it’s the emotional gateway to the guest experience.
Lighting Up the Lobby
For La’Kesha, first impressions are everything.
“I always make eye contact, smile big, and welcome guests in loud and clear. My momma always said I steal hearts with my smile—and I use it to light up every interaction.”
Her philosophy is grounded in kindness and the personal touches she loves receiving when traveling herself.
“It’s not rocket science. I’m just a good human who recharges by being good to others.”
Steve approaches the front desk with that same warmth and attentiveness.
“Even if someone’s just walking through the lobby, I acknowledge them—comment on their shirt, compliment their dog, tell a quick joke. Kindness goes a long way. You never know what kind of day someone is having.”
Together, they don’t just welcome guests. They welcome connection.
A Dynamic Duo
La’Kesha puts it best:
“Put me and Steve together and you’ll see two people who take initiative and strive for excellence in everything we do.”
They complement each other’s strengths—La’Kesha leads with intuition and high energy, while Steve brings his deep knowledge of geography, calm under pressure, and decades of hospitality experience to the desk.
“We’ve got our rhythm,” says Steve. “When one of us is helping a guest, the other manages the phone. If we’re both busy, we’re listening to one another to stay ahead of questions or concerns.”
They’re both parents, both passionate about hospitality, and both committed to making the front desk feel like a place where people are genuinely cared for.
“We don’t just have business relationships with guests—we build personal ones. And that changes everything.”
Fireworks Moments
La’Kesha’s moments shine as brightly as her personality. From printing My Little Pony coloring pages for exhausted kids to hugging grateful moms in the breakfast area, her actions leave lasting impressions.
“One family now vacations here just to see me,” she beams. “That’s what it’s all about.”
Steve’s story is quieter, but no less powerful. For three years, a guest receiving treatment at the Mayo Clinic stayed at the hotel nearly every week. Over time, Steve became more than a friendly face—he became a lifeline.
“He’d say that chatting with me helped him forget, even briefly, about what he was facing,” Steve shares. “When he passed away, his wife told me it meant the world that I saw him as a person, not just a guest. That’s the kind of connection I try to bring to every interaction.”
Keeping Calm Under Pressure
Both La’Kesha and Steve know that working the front desk means facing moments of chaos with clarity.
“You can’t take things personally,” Steve explains. “Guests may be upset, but they’re not mad at you. Listening with empathy and speaking calmly is key.”
La’Kesha adds her own flair:
“I shift my perspective. If I catch myself getting tense, I hit pause—ask a trivia question, make a quick joke. Steve does the same for me. We keep each other balanced.”
It’s not just about keeping calm—it’s about keeping each other human.
Living Hospitality
“Living hospitality isn’t a shift you clock into—it’s who you are,” says La’Kesha. “It’s about being real with people, listening to them, and making them feel valued.”
Steve sees it the same way.
“It’s not just about how we treat guests—it’s about how we treat everyone. The mailman. The person walking their dog. The coworker. Hospitality is about respect, honesty, and making people feel welcome—anywhere, anytime.”
Fun & Personal
Off the clock, they’re just as remarkable.
La’Kesha is a lover of all things art—painting, crafting, and photography. She loves camping and soaking up the beauty of Florida springs.
Steve? He’s a hockey guy through and through. A former club coach at the University of Virginia, he now volunteers with the Jacksonville Icemen and knows more about airport codes than most travel agents.
“I’m a family man with five kids, three dogs, and a passion for boating.”
Together, La’Kesha and Steve are a masterclass in front desk excellence. They show us what hospitality looks like when it’s fueled by heart, humor, and a shared mission to make people feel at home.
They don’t just light up the lobby—
They light up lives.
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