More and more travelers are seeking authentic, localized experiences. how has Sheraton Waikiki met this growing demand for experiential travel?
Hawaiian culture is at our core, and that’s something we strive to deliver at Sheraton Waikiki. Our lobby is filled with original artwork by local artists, and we do daily tours discussing the rich meaning behind each work. We also offer a ritual morning cleansing where guests meet on the beach and cleanse their spirits together as the sun rises above Waikiki on a new day.
what is your strategy for maintaining your consumer base?
The key is understanding the different nuances of each market. Guests want to feel understood, and they want to feel in control. We work very hard to deliver a unique experience based on each market’s wants and needs.
Have alternative accommodation services like Airbnb affected business?
The simple answer is yes. Alternative accommodations are a part of our world today, and these accommodations are offering a different experience from the traditional hotel or resort experience. The real issue here is not that this new alternative has grown in popularity, but the fact that it is creating large and concerning problems across the state. We estimate that there are over 30,000 alternative accommodations in Hawai‘i— O‘ahu alone has over 8,000—and only 800 or so have the permit required by the state. This results in less jobs and more expensive housing. They aren’t required to pay the Transient Accommodations Tax that we in the traditional tourism space are required to charge our guests, and we estimate that requiring them to follow the same tax guidelines would bring in another $100 million dollars a year for the state. With the number of challenges the state is facing today, that tax revenue could help our ‘ohana and improve the lives of the people who call Hawai‘i home. It’s a complicated problem and needs to be addressed.
What advice do you have for the next generation of hospitality leaders?
Understand that the world is ever-evolving. What you learn today might be useless in 10 years as technology and customer demands change the way we do business. So be bold, be brave and always remember that people truly just want to feel special. That’s something that will never change. If you can make that happen with every person you touch, you’ll be able to change the world.
