What are some of the most game-changing consumer trends you’ve observed during your career in hospitality?
When I first started in hospitality and hotels, guests & customers were just happy with a clean and comfortable stay. However in today’s customer, the focus in not only ensuring the environment is comfortable, but additionally the hotel offers a wide range of experiences which are engaging and inclusive of making memories.

What’s your strategy for staying relevant in the marketplace? What strategies are you utilizing to stay ahead of the curve?
To ensure we stay relevant in the marketplace, we engage with our customers weekly to receive feedback. This engagement creates new opportunities and builds an advisory of customer involvement. These weekly director sessions are a key way in which we develop personal connections with the customer/market, from which we seek opinions on what we are doing right, or need to elevate moving forward. The voice of our customer is extremely important in making proper business decisions for the future.

How does the Hawaii market differ from other places you’ve lived and worked?
I’ve been blessed to work in different countries and states, and I must say the word “ALOHA” speaks volumes. I’ve been involved in many Hawaii tourism events and we are amongst many other regions of the world. However, Hawaii stands out, is by far the strongest unified group of people I have met anywhere. We definitely work as a team and promote Hawaii first to all our potential travel media and customers. This honestly say that feeling of O’hana does not translate in other regions.

What advice do you have for the next generation of hospitality leaders?

• Learn from your mentors
• Be humble and ask questions
• Don’t be afraid to speak up
  Stay hungry
• Work smarter
• Success isn’t overnight…and the struggle to become successful will make you a better leader.

What does it take to be an effective leader? How would you describe your leadership style?
Listen to your team and be clear and effective in your communication. When in doubt LISTEN again. I’ve always used a style which is inclusive and collaborative. I’ve always felt the best leaders “work with their team, rather than having a team work for them”.

How has Hawaii’s visitor demographic evolved in recent years? What are some initiatives you’ve spearheaded to reach and engage this new demographic?
The Hawaiian guest demographic has changed immensely since I moved to Hawaii in 2005. With the ever improving Hawaii hospitality environment, the type of traveler to the islands has also undergone a transformation. As mentioned previously, the new guest is looking for experiential travel options and are willing to spend money on these experiences. Gone are the days of looking to buy 10 t-shirts for $20.

Mauna Kea Resort has placed a tremendous focus on experiential programming on the resort. With two hotels (Mauna Kea Beach Hotel, and The Westin Hapuna Beach Resort) and a vast array of activities and onsite experiences, provides our guests a multitude of ways to seek adventure and explore. Mauna Kea Resort is a Stay at One, Play at All environment, and is full of possibilities. Whether trying to hit the green over the ocean on Mauna Kea’s Hole #3, suiting up in a beekeeper suit and taking part of our resort bee tour, or snorkeling at night with the beautiful Manta Rays, are just a few examples of experiences which create guest memories.

Any predictions or new developments in the pipeline?
The world of travel is ever changing. Buckle up…and get ready.

What other industry dynamics have you observed over the course of your career?
The changing face of technology is proving to make travel easier and more accessible to anyone, more than ever. I’ve seen the growth in technology and how it interfaces with hospitality by creating travel companies who see the consumer need to be both nimble & flexible, and with speed to market alternatives.

From a sales and marketing perspective, what is the most important thing to build clientele in Hawaii?
Hawaii needs to be authentically driven, showing the diverseness of each island and how each can provide the transformative travel experience for every inbound guest.