Leading From the Front
What has shaped my leadership most is hands-on experience. I’ve spent over 20 years in six different hotels and resorts, from luxury to business traveler-focused properties, and that range has taught me how to adapt, stay sharp and lead through anything.
Managing a high-volume beachfront resort in Waikīkī means no two days are ever the same. Between large events, VIP expectations and unexpected situations like weather or outages, I’ve learned that leadership comes down to being present, making decisions quickly and taking full accountability.
I lead from the front and I lead from the heart. I believe in being visible, supporting my team in real time and creating an environment where people feel taken care of but also understand the standard. You can be strong and still lead with care, and in this industry, you need both.
At the end of the day, hospitality is about ownership. When something goes wrong, we do not pass it around. We step in, take responsibility and fix it. That consistency is what builds trust with both the team and our guests, especially in a place like Hawaiʻi where connection and authenticity matter.
Efficiency Meets Empowerment
For me, operational efficiency and guest experiences go hand in hand. If your operation is not tight, your guest experience will always fall short.
I focus heavily on structure behind the scenes so the front of house feels effortless. That means clear communication between departments, strong pre-arrival planning, and making sure rooms and service touchpoints are ready before the guest even walks in.
At the same time, I don’t run a rigid operation where people feel like they cannot think. I empower my team to make decisions in the moment. Guests remember how you made them feel, not how perfect your checklist was.
Efficiency gives you consistency. Empowerment creates memorable moments. You need both.
Meeting the Modern Guest Experience
Guests today expect to feel recognized, not just accommodated. Personalization is no longer a luxury, it is expected.
Technology is a big driver of that. Platforms that allow us to communicate with guests in real time and track preferences have changed how we operate. It also raises the standard because guests expect fast, accurate responses.
Another shift I see is the focus on experience over product. A beautiful room is not enough anymore. Guests want a connection to the destination, especially here in Hawaiʻi, where culture and sense of place matter.
On the operational side, team culture and retention are becoming just as important as revenue. You cannot deliver great service without a strong, engaged team, and that takes intentional leadership.
Building Teams That Can Carry the Standard
Motivating and aligning teams in a fast-paced environment comes down to clarity and consistency. You keep it simple. Clear expectations, consistent communication, and visible leadership.
In a fast-paced hotel, people do not have time to guess what you want. They need to know the standard and feel confident that leadership will support them.
I stay present on the floor, especially during high-pressure moments. When the team sees you stepping in, making decisions and backing them up, it builds trust quickly.
I also make it a point to recognize wins. This industry moves fast and it is easy to only focus on what is wrong. Taking a moment to acknowledge good work goes a long way in keeping morale strong.
At the same time, I hold people accountable. A strong team culture is built on consistency, not exceptions.
Advice for Aspiring Hospitality Leaders
My advice to aspiring hospitality leaders is to earn the operation inside and out. You cannot lead what you do not understand.
Spend time in every department, ask questions and be willing to do the work. The best leaders are the ones who can step in and support their team when needed, not just direct from the office.
Build resilience early. This industry will test you. You have to stay calm under pressure and make decisions even when you do not have all the answers.
Also, be intentional about how you lead people. You need to be firm, but you also need to understand your team. Respect goes both ways.
And lastly, stay hungry. The moment you think you know everything is the moment you stop growing.
