Alright – so today we’ve got the honor of introducing you to Katie Hensarling. We think you’ll enjoy our conversation, we’ve shared it below.

Katie, thanks for joining us, excited to have you contributing your stories and insights. Your ability to build a team is often a key determinant of your success as a business owner and so we’d love to get a conversation going with successful entrepreneurs like yourself around what your recruiting process was like -especially early on. How did you build your team?

When we purchased Eagle Bluff Resort, we weren’t just buying a business — we were taking on a challenge. The resort had a reputation as one of the least desirable destinations in the area. Years of deferred maintenance had taken their toll, the grounds were neglected, and online reviews told a consistent story: guests were disappointed and frustrated with their experiences.

Despite all that, we saw potential. We set high standards from the very beginning, determined to turn Eagle Bluff into a place guests would be proud to visit — and employees would be proud to work for.

When we took ownership, we inherited a team of existing employees. Unfortunately, the previous owner had been largely absentee, and that lack of leadership showed. Staff members hadn’t been trained properly or given clear expectations. There was no accountability, no structure, and no sense of pride in the work being done.
We knew that if we wanted to change the guest experience, we had to start by changing the employee experience.

When it comes to hiring new employees, we look for qualities that take zero talent — the kind of traits that can’t be trained but make all the difference in how someone approaches their job.
We value:
* Work ethic
* Being on time
* Giving maximum effort
* Positive body language
* Energy and enthusiasm
* A good attitude
* Passion for their work
* Being coachable
* Willingness to go the extra mile
* Preparation and reliability
Once we find someone who demonstrates these character traits, then we look at the specific skills they bring to the table. Those skills — customer service, maintenance, operations, hospitality — are coachable. We can train for those. What we can’t train is heart, drive, and attitude.

After hiring, we focus on training each employee in the Eagle Bluff way — the systems, standards, and expectations that define who we are. We give our team members the freedom to make decisions and take ownership of their roles, but we also hold them accountable for those decisions. When employees do the right thing, go above and beyond, or make a guest’s day better, we make sure to recognize and reward that behavior. But if we notice someone slipping below our standards, we address it right away. We believe in pulling employees aside for an honest review and helping them get back on track quickly.

Our goal is consistency — maintaining the highest standards so every guest enjoys their stay and gets the most value from their time at Eagle Bluff Resort.

The transformation hasn’t just been about fresh paint and new amenities; it’s been about building a culture of excellence. By hiring people with the right mindset, training them well, and empowering them to make decisions and take pride in their work, we feel we are starting to change the character and direction of Eagle Bluff Resort – only time will tell.

Awesome – so before we get into the rest of our questions, can you briefly introduce yourself to our readers.

Eagle Bluff Resort is a full-service river-front retreat situated on the banks of the Illinois River near Tahlequah, Oklahoma. We specialize in delivering exceptional outdoor experiences—whether you’re seeking an exhilarating float down the river, a relaxing riverside campsite, or a cozy cabin escape.

We offer float-trips on the Illinois River: both half-day floats and full-day floats using rafts, kayaks, or tubes.

We also provide lodging & camping options:
* Spacious tent and RV sites (primitive, electric, or full-hook-up)
* Comfortable cabins suitable for families, friends or larger gatherings.

We focus on customer service and quality: well-maintained grounds, friendly staff, float trips, and convenient on-site store & amenities.

Any fun sales or marketing stories?

One of the most impactful marketing experiences for our business has been focusing on customer service and the overall guest experience. By making every interaction positive—from booking to floating the river—we encouraged guests to share their experiences through Google reviews. As our reviews and ratings grew, so did our online reputation, helping more people discover Eagle Bluff Resort and choose us for their outdoor adventures.

Do you have multiple revenue streams – if so, can you talk to us about those streams and how your developed them?

Our business has multiple revenue streams. We have a campground that contains camping sites, RV sites and cabins for the guest to choose from. We also offer float trips where guests can float down the Illinois river in a raft, kayak, or tube. We have a restaurant on site as well as a camp store where people can buy various merchandise, snacks, and camping gear.

Contact Info:

• Website: https://www.eaglebluffresort.com
• Instagram: @eagle_bluffresort
• Facebook: Eagle Bluff Resort & Canpground
• Youtube: Eagle Bluff Resort
• Other: TikTok: @eaglebluffresort

Image Credits

JWD Droneography