What are some of the most game-changing consumer trends you’ve observed during your career in hospitality?
The hospitality industry has been transformed by the rise of Online Travel Agencies (OTAs) and their influence on the way we book. One-stop shops and comparative pricing have made this an increasingly popular consumer tool. Travelers today are better informed and expect more from their stay. As such, the industry has answered in the areas of enhanced technology, green efforts and more. Additionally, lifestyle hotel brands have exploded, capitalizing on the esoteric nature of diverse traveler needs.

What’s your strategy for staying relevant in the marketplace? What strategies are you utilizing to stay ahead of the curve?
Outrigger Resorts invite our guests to “Escape Ordinary” with novel and memorable Signature Experiences. The curated offerings include an array of unique local amenities and cultural programs exclusive to the property. For example, at Outrigger Waikiki Beach Resort, our focus is on creating guest interaction based on the resort’s famous beach and surf legacy. This includes daily complimentary stand-up paddle board (SUP) lessons and even SUP Yoga, a surf valet and our new Surfer-in-Residence programs that allows guests to “talk story” with professional surfers.

How does the Hawai‘i market differ from other places you’ve lived and worked?
Hawai‘i, truly, is a very special place. Wherever you go in the world, people are amazed at our islands’ beauty, culture, reputation, its people, and of course, the aloha spirit – here at Outrigger, we call that “The Outrigger Way.” Although there is a competitive spirit here, everyone in the industry works with aloha for the betterment and health of the market overall.

What does it take to be an effective leader? How would you describe your leadership style?
Qualities of an effective leader are positivity, creativity, accountability, integrity, vision and leading by example. All are absolutely necessary for a leader to foster a high-performance team. I am surrounded by a great team whom I trust. We work together to achieve our goals guided by Outrigger’s values.

How has Hawai‘i’s visitor demographic evolved in recent years? What are some initiatives you’ve spearheaded to reach and engage this new demographic?
Hawai‘i’s visitor demographic has remained relatively consistent over the past few years. There has been a significant effort to engage developing markets to some success. However, the core markets of the U.S. mainland, Japan, Canada and Oceania remain steadfast. The evolution has been the increase in repeat visitors – keeping them engaged is a key initiative at Outrigger Waikiki Beach Resort and I am proud to share that some guests have been staying with us for 45 years and two or three times a year! When you have such marvelous “fans,” it is extremely important to create an experience that is both familiar and new.