Spotlight On: Jeff Thompson, General Manager, Hyatt Regency Jacksonville Riverfront
Key points:
- • Downtown investment is strengthening Jacksonville’s tourism and convention appeal.
- • Technology is improving efficiency while preserving personalized guest service.
- • Workforce culture and talent retention remain central to hospitality growth.
October 2026 — In an interview with Invest:, Jeff Thompson, general manager of Hyatt Regency Jacksonville Riverfront, discussed changing travel patterns, downtown investment, workforce culture, and technology’s role in hospitality. “Guests increasingly expect personalized experiences supported by technology, but they still value genuine human hospitality,” Thompson said.
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How have travel patterns and guest expectations changed over the past year?
Over the past year, we have seen a continued evolution in how people travel. Business travel has become more intentional, with organizations placing greater emphasis on meetings that deliver measurable value. Leisure travelers are also seeking more authentic, experience-driven destinations.
At Hyatt Regency Jacksonville Riverfront, we have focused on enhancing the guest experience and improving operational efficiency. We have invested in technologies that allow our colleagues to spend more meaningful time engaging with guests. We are also continuing to capitalize on our position as the largest convention hotel in North Florida, with 951 guest rooms and more than 120,000 square feet of meeting space.
Jacksonville’s continued investment in downtown, the riverfront, and entertainment offerings has strengthened the city’s appeal. Our location allows guests to experience those amenities while attending meetings, conventions, or events in downtown Jacksonville.
How is downtown development influencing Jacksonville’s hospitality sector?
Downtown development is creating a more vibrant experience by bringing in new retail, restaurants, hotels, and activity. Jacksonville is also renovating several downtown green spaces, which creates more opportunities to activate those areas in different ways.
While the football stadium has been under renovation, the city has done a good job of activating other venues, including VyStar Veterans Memorial Arena, to attract large events. The Sports and Entertainment District is an anchor for much of that activity.
The Jacksonville Jumbo Shrimp also won the championship last year, which brought positive sentiment to the area. Much of the current momentum is centered around sports and leisure, which brings transient travelers to the city. As Jacksonville attracts more convention guests, those visitors will also have opportunities to experience these venues and public spaces while they are here.
What challenges and opportunities are shaping the hotel’s strategy?
Like much of the hospitality industry, we are navigating higher operating costs, workforce competition, and evolving guest expectations. We do not view those solely as challenges. We treat them as opportunities to become more efficient, invest in our people, and strengthen our culture.
Recruiting and retaining exceptional colleagues will always be one of our highest priorities because outstanding service starts with engaged colleagues. Creating a workplace where people feel supported and have opportunities to grow is essential in today’s hospitality industry.
When we invest in our people, they are better able to deliver the level of service our guests expect. That ultimately strengthens both the guest experience and the business. Building long-term relationships with meeting planners, local organizations, and repeat guests also creates a strong foundation for sustainable growth, regardless of economic cycles.
What has proven most effective in attracting and retaining talent?
The most important factor is creating a culture of excellence where people can be themselves. Colleagues should not feel they have to fit into a role that does not reflect who they are. When we attract talent, we want to understand each person and what motivates them so we can welcome them into the culture as an individual.
When we interview candidates and try to attract talent to Jacksonville, we spend time showcasing what our culture is like. Hyatt Regency Jacksonville Riverfront was recently recognized as one of the best places to work on the First Coast by the Jacksonville Business Journal. That recognition is especially meaningful because the surveys were completed by our colleagues and reflect their experience here.
Culture starts with leadership, but every colleague should be part of the decision-making process from day one. That creates an environment people want to join and remain part of. A lot of organizations talk about culture, but they do not always live it. We work to live it every day, and that is reflected in our ability to retain talent and attract people from both Jacksonville and other cities.
How is technology improving efficiency without replacing personal service?
Guests increasingly expect personalized experiences supported by technology, but they still value genuine human hospitality. We are embracing digital tools that simplify the guest journey while ensuring personal service remains at the center of everything we do.
We are making enhancements to our website, where the guest journey begins, and connecting that experience with arrival, departure, dining, and other parts of the stay. All of those elements need to work together to create a complete experience.
Artificial intelligence is also an important topic. Hyatt embraced AI relatively early, and we have access to enterprise versions of tools such as ChatGPT and Copilot. These tools help leaders connect with guests more quickly and frequently while reducing the amount of administrative work completed in offices.
The goal is to give our colleagues more time on the floor with guests. If AI can remove some work from the system, people can spend more time engaging with clients and visitors.
AI can also challenge us to think differently. It can spark new ideas and new ways to surprise and delight guests. We may achieve better results more quickly, but people still need to be part of the process because they are the ones delivering the experience every day.
How are meetings and conventions continuing to evolve?
Meetings are one of the most important parts of our business because they fill both our guest rooms and meeting spaces. Organizations increasingly want collaborative, flexible spaces that encourage engagement and networking rather than relying only on traditional conference formats.
Our extensive meeting facilities and adaptable event spaces allow us to meet those changing expectations. We can configure spaces for different group sizes, formats, and objectives, which is important as organizations become more intentional about the value of in-person meetings.
Technology also supports that evolution, but flexibility and service remain central. Meeting planners want confidence that the property can adapt to their needs and deliver a smooth experience for attendees.
How do you see Jacksonville’s position as a convention destination evolving?
I am optimistic about Jacksonville’s future. The city continues to experience significant investment in downtown development, tourism, and infrastructure, all of which strengthen the long-term outlook.
As more people choose Jacksonville for business, sporting events, conventions, and leisure travel, we expect continued opportunities for growth. The excitement surrounding the EverBank Stadium renovation is driving a great deal of optimism. Having one of the most state-of-the-art football stadiums in the country will create opportunities to activate the space and generate year-round demand for downtown Jacksonville.
For Hyatt Regency Jacksonville Riverfront, we will continue focusing on exceptional guest experiences, expanding our meetings and events business, and supporting economic development through tourism.
We are also excited to continue working with community leaders and tourism partners such as Visit Jacksonville to attract more meetings, conventions, and visitors. As the city evolves and invests in its future, hospitality will remain an important contributor to economic growth in downtown Jacksonville.
What are the hotel’s key priorities for the coming years?
Our priorities will continue to include bringing more tourism to Jacksonville. We know what Northeast Florida has to offer, and we want to show more people the experiences available here.
Bringing large-scale meetings to the city is particularly important because of the economic impact they create for local restaurants, attractions, and other businesses. We take that responsibility seriously, along with keeping our people working.
We also want to highlight Jacksonville for transient travelers. It is a strong destination for family vacations and for visitors attending the many events hosted downtown.
Jacksonville covers a large geographic area and includes many distinct places and experiences. We want visitors to enjoy everything Northeast Florida has to offer, but the heart of Jacksonville is where they will find many of the city’s most exciting restaurants and attractions.
Continued investment in downtown will enhance those offerings for both guests and residents. We are proud of what has been accomplished, and I am proud to be part of Jacksonville’s next evolution. There has never been this level of excitement in the city, and the future is bright. As the largest hotel in Northeast Florida, we look forward to remaining a cornerstone of the region’s tourism growth.
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