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From the Base to the Beach
Q&A with Steve Jones, Vice President of Operations
Q: Steve, can you share a little about your background and how you got started in the hospitality world?
Steve Jones: It all started during college when I was a resident advisor at East Carolina University. Back then, I was essentially a “front desk manager” for a dormitory, dealing with everything from roommate disputes to late-night lockouts—though I wasn’t thrilled about getting called at 2 a.m. That experience taught me about balancing rules and relationships, which became invaluable later.
After college, I joined the Air Force and spent 25 years managing what we called “Services.” This encompassed everything you’d find in a self contained city: lodging, food and beverage, recreation facilities, retail, housing—you name it. I began as a lodging manager at Mather Air Force Base and worked my way up to overseeing 90 operations globally as the Chief of Air Force Lodging.
Steve Jones
Vice President of Operations
Q: That’s an incredible foundation. How did you transition into the private sector and ultimately to Brittain Resorts & Hotels?
Steve Jones: My transition was both humbling and invigorating. After retiring as a Colonel, I joined the civilian world, starting at North Beach Plantation in Myrtle Beach. At first, it was a culture shock—going from a large military team to managing things solo was an adjustment. Over time, though, I found my footing.
One pivotal moment during my Air Force career was participating in a program called Education with Industry. I spent a year working with Marriott at their Key Bridge property and corporate offices, which exposed me to private-sector hospitality and prepared me for the next chapter.
Q: Now, as VP of Operations at Brittain Resorts & Hotels, what do you focus on day-to-day?
Steve Jones: Recently, my focus has been overseeing the transition of eight Provident properties in Florida into our portfolio. This involves aligning operational efficiencies while maintaining each property’s unique charm. At Brittain, we excel in marketing and guest experiences, which makes us stand out. I’m here to ensure that excellence carries through to every aspect of operations.
Q: What guiding principles have shaped your career?
Steve Jones: Integrity is at the core of everything I do. The military instilled that in me, and Brittain has reinforced it. David and Matthew Brittain have a simple philosophy: Do the right thing, even when no one is watching. That resonates deeply with me. Open communication is
another principle I live by—whether it’s with a guest, a team member, or the CEO, transparency
fosters trust.
Q: Hospitality is famous for offering career growth. What advice would you give to line staff aiming to climb the ladder?
Steve Jones: Do the best job you can in your current role, and volunteer for more. Show that you’re invested in a career, not just a job. Education is also critical—whether formal or self-directed. And never underestimate the power of networking. The relationships you build today could lead to opportunities tomorrow.
Q: What would you be doing if you weren’t in hospitality?
Steve Jones: Something service-oriented, for sure. I thrive on turning a negative experience into a positive one. That’s what drives me—making things right for people.
Q: Free ticket, free stay—where are you going?
Steve Jones: I recently checked Greece off my bucket list, which was phenomenal. Next?
Maybe Cuba. Its culture and history fascinate me.
Finally, any standout stories from your career?
Steve Jones: One of the more memorable moments in my career happened in Iraq. I served as the second-ranking officer at a base in northern Iraq during a command change ceremony. As my previous commander’s plane was preparing to leave, an unexpected aircraft was detected inbound without prior clearance.
We quickly identified it as a Russian Hind helicopter—a surprising and potentially serious situation. My role was maintaining composure, ensuring my security team stayed calm, and avoiding any unnecessary escalation, especially with a new commander on-site still acclimating to the role. I repeatedly reminded my team, “Hold your fire until I give the order,” emphasizing the need for measured actions.
Ultimately, the helicopter landed without incident, and we learned it was a friendly aircraft that had skipped protocol. This experience reinforced the importance of staying calm under pressure and making thoughtful decisions, even in high-stakes scenarios.
After handling that, a guest complaint feels much more manageable. Perspective is everything.
Brittain Resorts & Hotels (BRH) is a full-service hospitality management company providing multi-layered expertise in all disciplines of hotel and resort operations. Since 1943, BRH has been enriching the lives of its team members, guests, partners, and the communities they serve by providing exceptional guest experiences, a supportive work environment, and superior returns. With over 4,700+ rooms, suites, and condos in the portfolio, the company currently operates 30+ hotels and resorts and 45+ restaurants & bars within the United States.
Media Contact:
Patrick Norton
Chief Marketing Officer
Phone: (843) 282-7359
[email protected]
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