How would you introduce yourself to a stranger?

Building connections with people is important to me. I’m a believer that true, genuine connections are made without titles. I love meeting people and the best part is discovering a shared interest or experience, which in turn, leads to a friendship.

In the next 10 years, what do you hope to see in your industry?

The sustainability and stability of the hotel industry are essential. We can achieve this when everyone in Hawai‘i is able to work together towards a common goal. It is our kuleana to inspire travelers to discover the true essence of beauty. By connecting with our host culture and local community on a deeper and emotional level, tourists can learn about themselves while positively impacting the destination through sustainable tourism practices which include job creation, cultural heritage preservation, and environmental conservation for our future generations.

Kyo-ya is committed to protecting the environment through our sustainable business practices, waste reduction, energy efficiency, and localized purchasing to provide our guests with luxurious accommodations and signature service while conserving our precious natural resources. We have implemented energy and water efficiency projects at our properties since the late ’90s. From LED lighting upgrades to PV panels to a cogen plant at the Sheraton Waikiki. We remain committed to buying as much local food for our restaurants. We aim to be a responsible stakeholder in Hawai‘i’s quest toward sustainability.

What do you love most about your job?

I don’t see it as just my job—it’s my career. It’s knowing that what we do at the hotel matters, especially when you do things the right way. With the Kyo-ya ‘Ohana, it’s about being respectful and striving to be true to the Kyo-ya values, which are to take care of your employees and be good stewards of the land.

I’m proud that I have a seat at the table for a lot of the major decisions that happen at the hotel. When you see how your personal values reflect those of the Osano Family, you feel good about your career. I’m extremely proud to be part of the Kyo-ya ‘Ohana. My husband can attest to the fact that I do truly love coming to work each day.

What are some of the biggest challenges facing your industry?

Creating a generational and respectful visitor. The kind of visitor who has come here with their grandparents and parents, and longs to bring their children and grandchildren. This is what has made Hawai‘i great…when we are able to create generational visitors, combined with a generational workforce.

What has been the biggest sacrifice you’ve made for your career?

Without a doubt, it’s trying to constantly find that balance between being a wife and mother, and being a leader in the hotel industry. It’s that delicate balance of not feeling guilty of wanting it all to be successful, while making sacrifices to be there for your family.

What has been the biggest reward?

My family is my biggest reward. But even bigger than that…it’s my family that allows me to be successful at work—because I know they support me. This is rooted in Kyo-ya’s deep belief in its people, especially those who have given many, many years. Each time I meet a Kyo-ya retiree, I make it a point to go up to that retiree’s family members and thank them for sharing them with us.

A good example was a recent retiree from Sheraton Maui who spent 58 years with us. I asked her what her keys to success were, and she responded, “…loving your work family as much as your own family.”

What failure taught you the biggest lesson?

Failure reminds you to remain humble. Even when something goes seemingly perfect, there’s still something else to improve.

It’s important not to focus on the past. It’s in the past for a reason. You can only control what lies ahead of you, and try to move forward. You cannot ever change the “would’ve” and “could’ve,” but you can choose to focus on how you plan to do better each day.

What makes you stand out as a leader?

Even with 25 years in the hospitality industry, I value continuous learning and improvement for myself and those around me. I strive to build strong and trusting relationships with all the people around me—up, down, left and right. That means starting every communication not with my qualifications but our goals. I want everyone to know that we succeed and fail together. I try to put myself in others’ shoes. And try to look at things from their point of view and seek to understand. I think it’s that pursuit of the why—why they feel that way and the how—how we can make things better.

I’m thankful to be working at a company that supports women in leadership. It’s a privilege to be able to continue to build on what Mr. Osano believed in: The legacy of our people and our hotels. Leadership is the stewardship of the lives entrusted to you. The higher you go in a company, it’s about finding joy in others’ successes, which in turn makes you and the company successful. When success breeds success, you’re able to build loyalty together. It’s also about being authentic. You want to be that leader who people aspire to be…realizing that everything you do communicates values, goals, and aspirations.