Creating spaces where every traveler feels welcome takes more than good intentions — it takes leadership, empathy, and action. In this installment of our spotlight series, we’re highlighting Jeff Webb, General Manager at Margaritaville Island Hotel Pigeon Forge, who brings both heart and decades of experience to the role. With 7 years at Margaritaville and 39 years in the hospitality industry, Jeff has dedicated his career to making sure every guest feels at home.
Jeff Webb has been a true trailblazer in Margaritaville’s partnership with Autism Double-Checked and a passionate advocate for the autism community. From the very start, Jeff was the first to raise his hand to pilot the training at his property, setting the tone for what leadership in action looks like. Under his guidance, more than 60 team members have earned their certifications, ensuring that families traveling with loved ones on the autism spectrum are met with understanding, care, and inclusivity from the moment they arrive. Beyond his property, Jeff has extended his commitment into the community, actively supporting autism organizations and strengthening the connection between Margaritaville and local families. His drive to deliver the true Margaritaville state of mind to every guest is unmatched. By leading with heart and example, Jeff is paving the way for other Margaritaville hotels and resorts to follow, proving that inclusivity and exceptional guest experiences go hand in hand.
Q&A with Jeff Webb
How did the ADC training help you better understand and support neurodiverse guests?
The training helped me better understand that the needs of all our guests are unique and travelers with neurodiverse family members are very appreciative when asked if there is anything specific they may need.
Can you share a situation where you applied what you learned in the training to help a guest?
When helping neurodiverse guests, do not make assumptions, listen to them and then provide assistance as needed.
How has the training changed the way you approach guest interactions in your daily work?
I feel more confident and accommodatig to all our guests.
Have you noticed any difference in the way guests respond to you or in the overall guest experience since completing the training?
The families are very impressed that we take the time and care.
Can you share a specific example of a positive outcome that came from using what you learned?
I received a thank you note from a family for how engaging our team was to them. They have booked three times since and always write a great Tripadvisor review.
What part of the training resonated most with you personally?
When my son was 4 years old, he was diagnosed on the Autism Spectrum. I was floored and thought this meant he would never have a full life. He is now a straight-A first year college student. The training reminded me that we are all our own people, and every guest deserves the Margaritaville experience they came for.
How do you think the training contributes to making Margaritaville a more inclusive place for all guests?
It demonstrates the welcoming environment and everyone’s Margaritaville state of mind is unique.
Have you shared what you learned with your fellow team members, and if so, how has it influenced your team culture?
Yes, on day one all team members are introduced to the training.
Did this training change the way you view inclusivity or neurodiversity outside of work?
When I look at other businesses, I look for signs of their inclusive incentives.
What advice would you give to a new team member just starting the Autism Double-Checked training?
We do not just rent rooms or provide food and beverage services, we sell fun and escapism, and everyone’s needs and expectations are different.
Have you received any specific feedback from guests (or their families) that stood out to you after applying what you learned?
Yes, the family I mentioned earlier returns every year and writes a great review.
What would you like to see Margaritaville continue doing (or add) to make its spaces even more inclusive?
Keep the training going for sure. Maybe participate in an even bigger way in national Autism awareness month in April.
If you’d like to learn more about Margaritaville Island Hotel Pigeon Forge and their Autism Double-Checked certification, you can explore their Visitor Guide in our directory or view it directly here.
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