At Autism Double-Checked, we’re honored to work with hospitality professionals who are going above and beyond to make travel more inclusive and welcoming for every guest. In this edition of our spotlight series, we’re proud to feature Natalie Reese, Director of Junction at Virgin Hotels Nashville. With a people-first leadership style and a personal commitment to inclusive service, Natalie brings both professionalism and heart to the guest experience. She recently took the time to share how completing Autism Double-Checked’s training has shaped her team’s approach to service—and why creating a more inclusive hotel experience is both a professional priority and a personal passion.
Q&A with Natalie Reese
Can you share what your role as Director of Junction entails, how long you’ve been with Virgin Hotels Nashville, and a bit about your background in hospitality?
Absolutely! I’ve been with Virgin Hotels Nashville for two years now, and I recently stepped into the role of Director of Junction — our version of a Front Office Director. In this role, I oversee all things related to the guest experience at the front of house, from arrivals and departures to ensuring our team delivers the warm, personalized service we’re known for. It’s all about creating a seamless, welcoming experience from the moment guests walk through the door.
As for my background — I’ve been in hospitality for eight years and started as a phone operator. From there, I moved to the front desk, then earned a promotion to Rooms Controller, followed by another to Front Office Manager. Like many in the industry, COVID brought unexpected changes, and I was furloughed — but I stayed the course, picking up a Front Office Supervisor role that led to a promotion to Director of Front Office. Eventually, I joined the Virgin family as the Junction Manager and just recently came full circle with a promotion back to Director.
What inspired you to work in hospitality, and what makes Virgin Hotels stand out for you personally?
Funny enough, my background was actually in law — I spent eight years in that world, but it always felt emotionally unfulfilling. I found myself craving something lighter, something where I could still make a positive impact but also genuinely enjoy the day-to-day.
That’s when I remembered a job I once had as a hotel greeter. All I did was welcome guests and help with directions, but I would leave my shifts with sore cheeks from smiling so much — and that feeling stuck with me. I realized that’s what I wanted: to be part of something joyful, people-centered, and impactful in a different way. That was the moment I knew hospitality was going to be my next chapter — and the rest is history.
As for Virgin Hotels, what makes it stand out for me is the culture. It’s vibrant, inclusive, and unafraid to be different — and that aligns perfectly with who I am. Here, I don’t have to trade professionalism for personality — I get to lead with both.
Before the Autism Double-Checked training, how would you describe your awareness of the unique needs of guests on the autism spectrum?
Before the Autism Double-Checked training, I already had a strong awareness of the unique needs of guests on the autism spectrum — my son has special needs, so this is something that’s very personal to me. I’ve always approached hospitality with empathy and patience, but the training helped reinforce those instincts with more specific tools and insights. It was a great reminder that small adjustments in how we communicate or support guests can make a huge difference in their experience.
The hotel environment can be busy and stimulating. How did the training help you understand how that might impact neurodiverse guests?
The training really helped me pause and consider just how overwhelming a hotel environment can be for neurodiverse guests — the bright lights, loud music, unexpected changes — all the things we often take for granted in hospitality. It gave me a deeper understanding of how those elements might feel to someone with sensory sensitivities, and more importantly, how we can adapt. Whether it’s offering a quieter check-in experience, being mindful with communication, or simply showing more patience and understanding, the training provided practical ways to create a more inclusive and comfortable environment for every guest.
Were there particular scenarios from the training that felt especially relevant in your role, and how have you put them into practice?
Absolutely — one scenario that really resonated with me was the importance of clear, calm communication and creating a low-stress environment during interactions. At Virgin, we don’t have isolated check-in desks, which I actually love because it allows us to meet guests where they are. The training helped me recognize that for some neurodiverse guests, a bustling lobby might be overwhelming — so now I’m much more mindful about offering check-in in a quieter, calmer area when needed. It’s all about flexibility and awareness. The training helped turn what might seem like small gestures into meaningful moments of inclusion.
Can you share an example of adjusting a check-in process, room placement, or amenity recommendation based on a guest’s sensory needs?
Definitely. One example that comes to mind was a guest who shared they were traveling with a child on the spectrum. Knowing that sensory sensitivity can vary widely, I offered to check them in away from the busier lobby area — something our flexible check-in process at Virgin makes really easy.
I also selected a room in a quieter section of the hotel, away from elevators and high-traffic areas, and made sure the lighting and TV volume settings were adjusted to a lower level before arrival. Instead of suggesting our more stimulating outlets, I recommended our quieter spots for meals and downtime.
It’s not about overhauling the entire experience — it’s about being thoughtful and proactive in the details. That’s where the training really helped sharpen my instincts.
Have you found ways to make high-traffic areas like the lobby, elevators, or restaurants more comfortable for guests who may be sensitive to noise or crowds?
Yes! While we can’t always change the nature of high-traffic areas, we can be thoughtful in how we guide guests through them. One of the simplest but most effective things we do is offer options — whether that’s a quieter area for check-in, dining during off-peak hours, or a heads-up about when the lobby or restaurants tend to be busiest.
I’ve also coached my team to be mindful of tone and pace — speaking gently, avoiding overstimulation, and giving space when we sense someone might be feeling overwhelmed. It’s really about creating moments of calm within the energy of the hotel. Virgin is all about personality and vibrancy, but that doesn’t mean we can’t also offer softness and sensitivity where it’s needed.
How do you work with other departments — such as housekeeping, food & beverage, or guest services — to create a seamless, supportive experience for guests with autism?
Collaboration is key! I make it a priority to keep open lines of communication with housekeeping, food & beverage, and guest services to ensure everyone is aligned on the needs of guests with autism or sensory sensitivities. For example, if a guest requires a quieter room or specific accommodations, I’ll coordinate with housekeeping to prioritize those requests and ensure the room environment is just right.
With food & beverage, we work together to suggest quieter dining times or recommend menu options that might be easier for guests with sensory sensitivities. Guest services stays in the loop to provide additional support as needed, whether that’s arranging transportation or providing detailed information ahead of arrival.
It’s all about teamwork and attention to detail — making sure every department knows how to contribute to a smooth, respectful, and comfortable stay. When we work together like that, the guest experience truly shines.
How has the Virgin Hotels Nashville team responded to the Autism Double-Checked training, and how have you seen it influence staff interactions with guests?
The Virgin Hotels Nashville team has been really open and engaged with the Autism Double-Checked training. It’s clear that everyone wants to do right by our guests and create an environment where everyone feels welcome and understood.
Since the training, I’ve noticed a real shift in awareness—team members are more patient, observant, and willing to adjust their approach based on individual guest needs. There’s a greater sense of empathy and a stronger commitment to making thoughtful accommodations, whether it’s offering quieter spaces, adjusting communication styles, or simply being more mindful in busy moments.
It’s made a tangible difference in how we connect with all our guests, and it’s inspiring to see the team embrace these learnings as part of our ongoing effort to deliver exceptional, inclusive hospitality.
What advice would you give to other hotels that want to become more autism-aware but aren’t sure where to start?
Start small but start intentionally. You don’t need to reinvent your entire operation overnight — just begin by educating your team. Training like Autism Double-Checked is a great first step because it provides practical, real-world tools that help demystify what being autism-aware really means.
My biggest advice? Lead with empathy and curiosity. Ask questions, listen to feedback, and create a culture where your team feels empowered to make thoughtful adjustments. Even something as simple as offering a quieter check-in or being mindful with communication can make a huge impact.
In the end, it’s about creating an environment where everyone feels seen and supported — and that benefits all guests, not just those on the spectrum.
In your view, what role does the hospitality industry play in making travel — not just transportation — more inclusive for neurodiverse individuals?
The hospitality industry plays a huge role — because while transportation gets you from point A to B, it’s the hotel experience that shapes how someone feels once they arrive. We have the power to turn travel into something that’s not only accessible, but truly enjoyable and inclusive for neurodiverse individuals.
It starts with recognizing that “one-size-fits-all” doesn’t work. Hospitality should be about meeting people where they are — offering flexibility, clear communication, and environments that feel safe, welcoming, and supportive. From check-in to check-out, every touchpoint is a chance to create ease instead of stress. If we as an industry commit to understanding and adapting to a broader range of needs, we’re not just making travel better for neurodiverse guests — we’re elevating the entire guest experience.
You mentioned earlier that your son has special needs. How has that personal connection shaped your approach to guest service and leadership?
Yes, having a son with special needs has shaped not only how I view guest service, but also how I lead my team. I understand firsthand how important it is to feel seen, supported, and respected — especially when the world isn’t always designed with neurodiverse individuals in mind.
At Virgin Hotels Nashville, our People Department and our leadership really embrace that mindset. Our purpose — “Everyone leaves feeling better” — isn’t just a slogan, it’s something we genuinely strive to live out every day. That means making sure our service is not only personalized, but also inclusive and empathetic.
For me, it’s not just hospitality — it’s heart. And I’m proud to be part of a culture that makes space for that.
Is there one story or guest interaction that has stayed with you and reminds you why this work matters?
Yes — there’s one guest interaction that has really stuck with me. A family was traveling with their young son, who was on the autism spectrum. They were clearly a bit anxious when they arrived, worried about how he’d handle the new environment. I offered to check them in away from the busier part of the lobby, placed them in a quieter room, and gave them tips on the more low-key areas of the hotel.
Before they left, the mom pulled me aside and said, “Thank you — you made this feel possible for us.” That moment hit me hard. It reminded me that what we do isn’t just about check-ins or room keys — it’s about creating spaces where people feel safe, understood, and at ease. Those are the moments that remind me exactly why this work matters — and why inclusive hospitality should never be an afterthought.
As inclusive hospitality continues to gain momentum, it’s professionals like Natalie Reese who are helping lead the way—one thoughtful interaction at a time. Her work reflects the spirit of Virgin Hotels Nashville’s commitment and the heart of Autism Double-Checked’s mission: to ensure every traveler feels seen, supported, and safe. We’re proud to highlight her efforts and hope her story inspires others in the industry to follow suit.
If you’d like to learn more about Virgin Hotels Nashville and their Autism Double-Checked certification, you can explore their Visitor Guide in our directory or view it directly here.
