Did you find the hospitality industry or did the hospitality industry find you?

I would say we found each other and after 33 years it has been an incredible relationship. When we met, hospitality was looking for talent and I was looking for an opportunity to connect with people, to learn, and grow professionally and to help make meaningful experiences in the lives of others. I found my purpose in a field that’s all about service, connection, and people which aligns with my strengths and it has been an incredible journey.

What do you think is the importance of the hospitality industry and how do you feel you fit in?

I see the importance of the hospitality industry as playing a crucial role in creating connections, fostering cultural exchange, and enhancing quality of life for people which encompasses our customers and our employees alike. We have an opportunity to make others feel welcome, comfortable and valued—whether that is through a hotel stay, a great meal, or a memorable experience.

In a broader sense, it also drives local economies and creates a space for diversity and understanding. Being in service to others, you realize you are just a visitor in their experiences and there is a significant responsibility that comes with that. I have an opportunity every day to help our guests, our colleagues, our owners, and other constituents, and I find joy and fulfillment in doing so. The whole essence of hospitality is about understanding people’s needs and delivering service that goes beyond expectations.

Are there any aspects that excite you the most about the hospitality industry and invigorate your team?

I love that hospitality is always evolving! One of the most exciting aspects of our industry is the constant opportunity for innovation and creativity in guest experiences. Whether it is through unique service offerings, personalized experiences, or cutting-edge technology, there is always an opportunity to surprise and delight our guests in new ways. Staying ahead of trends and an ever-changing landscape keeps this dynamic.

For the team, it’s invigorating to know they are part of something that has such a tangible impact on people’s happiness and memories. There is tremendous pride within hospitality that comes from working as a team to create moments of joy for others. No two days are ever the same in this industry, which I love, and the challenges we face are ever-changing but there is an incredible energy and sense of purpose that comes from helping others. The sense of accomplishment in making a difference in a guest’s experience is never better than when we’ve pulled out all the stops successfully as a team as well.

What do you feel are the most serious challenges facing the hospitality industry and how might they be resolved? What is the industry doing well?

Staffing shortages and turnover are a constant challenge we face in the hospitality industry. To resolve this, companies are increasingly focused on employee retention, offering improved benefits, creating growth opportunities, and fostering a positive culture in the workplace.

Efforts to improve sustainability and impact to the environment are also a big challenge. To address this, the industry is continually adopting eco-friendly practices like reducing our waste, using renewable energy, and sourcing local goods and services as a few examples. Our guests are also becoming more conscious of these issues, so it’s not only good for the environment but also becoming a competitive advantage. Lastly, we are living in a world where social media and technology are influencing guest expectations at a feverish pace. To meet these expectations, we must remain innovative and agile in everything we do without compromising the “human touch.”

Seamless, personalized experiences that maintain genuine human connection will always be at the heart of hospitality and Hawai‘i and its spirit of aloha from the hospitality community are a perfect place for that. As an industry we have done really well in embracing technology to improve the experiences of our guests and colleagues. We’ve also implemented a stronger focus on diversity, equity, and inclusion and broadened our traveler base as a result. Whatever lies ahead, the hospitality industry will remain vibrant and resilient and we’ll continue to innovate and adapt.

What do you envision will take place in the hospitality industry in the years ahead and how might the local industry adapt or change?

Similar to what I suggested previously, the hospitality industry will likely see some major shifts in the future, particularly driven by advances in technology, fast changing guest expectations, and sustainability standards. With continued advancements in technology we’ll be able to tailor personalized experiences through the use of data more than ever before as I see it. On that same note, I see guests seeking more immersive experiences into the future where they can connect to the local culture in a much more meaningful way to form a deeper connection to the place and the people.   

Moreover, I feel sustainability and environmental best practices will become a standard. Sustainability will move from being a niche offering to a core part of our business model as an industry and at every level. As for how the local business might adapt, continued investment in the right technologies to stay competitive will be important. As immersive experiential travel gains traction, the need for more collaboration and community engagement will be important to ensure we offer our guests packages and curated experiences that cater to their evolving expectations.