‘Living Hospitality:’ When Compassion, Training, and Courage Changed a Life

At Newport Hospitality Group, we often talk about Living Hospitality. It’s an operating philosophy that brings our most human side to every interaction by leading with empathy, kindness, friendship, and genuine care for others. 

While those qualities are often reflected in memorable guest experiences, there are moments when Living Hospitality asks something even greater of us. One experience at avid Hotel Richmond North – Ashland forever changed how our hotel team defines service. 

Several years ago, we welcomed what appeared to be a routine extended-stay corporate guest through a local negotiated rate (LNR) account. He was accompanied by a woman he introduced as his wife. Nothing about their arrival immediately raised concerns. Like every guest, they were greeted warmly and treated with professionalism and respect. 

Over time, however, members of our team began noticing subtle patterns that didn’t seem to fit the profile of a typical long-term stay. 

There was an unusually high volume of visitors throughout the day, including while the male guest was away at work. The room saw an exceptionally high number of package deliveries and repeated requests for clean linens and supplies. Individually, none of these observations meant anything. Together, they painted a different picture. 

Because every employee had completed Human Trafficking Awareness (HTA) training, our team understood an important lesson: recognizing trafficking is rarely about one obvious sign; it is about noticing patterns, communicating with one another, documenting observations appropriately, and enabling trained professionals to determine what comes next. 

Our employees did exactly that. They remained professional. They continued serving every guest without accusation or confrontation. They shared observations internally, followed established procedures, and remained vigilant without placing themselves, other guests or the potential victim in danger. 

Then an unexpected visit from the Hanover County Sheriff’s Office changed everything. 

Deputies had traced the signal from a missing person’s cell phone to the vicinity of our hotel and asked whether we could assist in identifying the individual they were seeking. Shortly afterward, the woman exited the guestroom, allowing law enforcement to speak with her. Information gathered during that conversation prompted a much larger investigation. 

Becoming Private ‘Eyes’

Over the weeks that followed, our hotel became a trusted partner in that investigation. Working closely with investigators, our team documented activity, preserved requested information, and exercised tremendous discretion to ensure the investigation remained confidential. Ultimately, the investigation resulted in the arrest of the male guest on sex trafficking charges.

Investigators later learned and shared with us that the woman was not his wife, but a victim of exploitation. What happened next reminds us why Living Hospitality matters. The woman separated from her trafficker, entered rehabilitation, and began rebuilding her life with the goal of regaining custody of her children. Publicly available information indicates she continues to build a new life free from exploitation. 

Law enforcement deserves full credit for conducting the investigation and bringing the perpetrator to justice. Our role was simply to recognize that something didn’t seem right, trust our training, and work alongside the professionals equipped to intervene. 

That experience transformed our hotel. Human trafficking awareness is no longer viewed as a compliance requirement or annual training session. It has become part of our culture. 

Today, our hotel maintains formal policies addressing labor and sex trafficking, complete with clear reporting procedures for every department. Every new employee receives HTA training upon hire, with regular refresher education throughout the year. In addition, National Human Trafficking Hotline information is posted throughout employee areas and in discreet guest locations so both associates and victims know where help is available. 

Our partnership with the Hanover County Sheriff’s Office continues to grow. We regularly welcome local law enforcement and first responders into our hotel for training exercises and educational programs, strengthening the relationships that help keep our guests and community safe. 

One of the most important lessons we’ve learned is that protecting vulnerable individuals isn’t the responsibility of one department. Housekeepers notice details inside guestrooms. Front desk associates recognize unusual guest patterns. Maintenance technicians observe activity throughout the building. Managers help connect the dots. Every team member has a role, and every observation matters. 

Hospitality is often measured by warm welcomes, clean guestrooms, and memorable service. Those things remain incredibly important. But sometimes hospitality means offering something even more meaningful. 

Sometimes it means protecting someone who cannot protect themselves. Most of the time, it means creating an environment where employees feel empowered to speak up. Other times, it means working with the community to ensure that a hotel serves not only its guests, but also the people who need hope the most. 

Our team never set out expecting to become part of a criminal investigation. We simply committed ourselves to caring for people, trusting our training, and doing the right thing. 

For one woman, those small actions helped create the opportunity for a new beginning. For our team, it reaffirmed what Living Hospitality truly means. It isn’t simply about providing a place to stay. It’s about creating a place where compassion, empathy, and human dignity always come first.

ABOUT THE AUTHOR

Portsia Smith is the General Manager of avid Hotel Richmond North – Ashland, an IHG property in Virginia. A hospitality leader with more than a decade of experience, she is passionate about building high-performing teams, creating memorable guest experiences, and developing innovative operational strategies. Under her leadership, the hotel has earned multiple IHG and ownership awards for quality, financial performance, and guest service, including three consecutive 100% Quality Assurance inspections. Portsia was also selected to serve on IHG’s 2026 avid Culture Council, where she collaborates with fellow industry leaders to help shape the future of the avid brand. She is a strong advocate for community engagement and human trafficking awareness, believing that hospitality professionals have a unique opportunity to make a meaningful impact both inside and outside their hotels.