How has growing up or living in Hawai‘i influenced the way you serve others?
I will never forget the very first words spoken to me when I arrived at the Hyatt Place Waikiki Beach. A team member looked at me and said, “Ihab, you are not here to change the culture—the culture will change you.” It was a simple sentence, but it has stayed with me ever since.
Hawai‘i teaches you to lead with respect, humility, and aloha. Living here has shaped the way I approach service—with intention, warmth, and a deep appreciation for community. Hawai‘i reminds you that hospitality is not just a job; it’s a responsibility to care for people with sincerity. The culture here grounds me and influences the way I show up for guests, associates, and the community every day.
The spirit of aloha is woven into every interaction, reminding us to treat others with kindness and to mālama the land and people around us. This deep connection to place and people enriches the hospitality experience and fosters a sense of ‘ohana (family) that extends far beyond the workplace.
Professionally, Hawai‘i has shaped my leadership in profound ways. Working in a market where culture, community, and guest expectations intersect so uniquely has taught me to lead with cultural sensitivity and emotional intelligence.
This place teaches you to slow down, listen deeply, and serve with authenticity. Those lessons guide me every day as a General Manager.
What has failure in hospitality taught you about yourself?
Failure has taught me resilience and humility. It reminded me that growth often comes from the most uncomfortable moments. In hospitality, things don’t always go as planned—but what matters is how you respond, learn, and move forward.
Failure has also taught me to trust my instincts, lean on my team, and stay adaptable. Every setback has strengthened my leadership and sharpened my ability to navigate complex situations with clarity and composure.
How do you inspire your team when morale feels low?
I show up. I work alongside them, communicate openly, and acknowledge the challenges. Celebrating small wins and reinforcing their strengths helps rebuild momentum. People need presence, not perfection.
I’ve learned that leadership is not about giving speeches. It’s about being visible, supportive, and consistent. When the team sees you shoulder-to-shoulder with them, it builds trust and unity. That’s how morale turns into motivation.
What legacy do you hope to leave within Hawai‘i’s hospitality community?
I hope to leave a legacy of integrity, mentorship, and genuine care for guests, associates, and the community. I want people to remember that leadership can be both strong and compassionate.
My goal is to develop future leaders who understand that hospitality is about people first. If I can inspire others to lead with empathy, accountability, and cultural respect, then I’ve done my part. Hawai‘i deserves leaders who honor its values and uplift its people.
What misconception do people have about your role?
Many assume a General Manager spends most of their time behind a desk. In reality, the role is deeply people-focused. I’m on the floor, supporting the team, engaging with guests, and solving problems in real time. Leadership in hospitality is hands-on.
The GM role is about being the anchor—the person who sets the tone, supports the operation, and ensures the team feels empowered. It’s far more dynamic and human than most people realize.
What part of your personality makes you especially suited for this industry?
I’m naturally steady, composed, and solutions-oriented. In an industry where no two days look the same, that mindset helps me navigate challenges with clarity. I genuinely enjoy connecting with people whether it’s a guest needing support or a team member looking for guidance. That combination of calmness and empathy has allowed me to thrive in hospitality.
My leadership style—shaped by years of experience, personal growth, and the influence of Hawai‘i—is rooted in patience, respect, and a commitment to excellence.
How do you stay present with guests when the day feels nonstop?
Presence is a choice. Even on the busiest days, I pause, reset, and give the person in front of me my full attention. A few minutes of genuine engagement can transform a guest’s experience. I remind myself that hospitality is built on moments and those moments matter.
Being present is also a reflection of gratitude. Every guest who walks through our doors chooses us. The least I can do is choose to be fully there for them.
