When did you realize hospitality was your calling, not just your career?
Working in hospitality in Hawaiʻi made me realize that it was more than just a career for me—it became a calling through the values of aloha and mālama. I began to understand that true hospitality is not only about service, but about making people feel genuinely welcomed, cared for, and connected to the place they’re visiting.
What really confirmed it for me was seeing how small acts of kindness and attention could create meaningful experiences for guests. In Hawaiian culture, hospitality is deeply rooted in treating people like ʻohana and sharing the spirit of aloha with everyone you meet. The more I embraced those values in my work, the more I realized I wasn’t just helping guests enjoy their stay. I was helping create memories and connections they would carry long after leaving Hawaiʻi. That’s when I knew hospitality was truly my passion and purpose.
How do you inspire your team when morale feels low?
When morale feels low, I believe leadership starts with presence, empathy, and leading by example. I make it a priority to check in with my team, listen to their concerns, and remind them that their work truly matters. In hospitality, energy is contagious, so staying positive, supportive, and approachable can make a big difference during challenging moments.
I also try to reconnect the team to the bigger purpose behind what we do—creating meaningful experiences for guests and supporting one another like ʻohana. Drawing from the Hawaiian value of Lokahi or unity, I encourage a culture where people feel respected, appreciated, and cared for, not just as employees but as individuals.
What was your very first job, and what did it teach you about people?
My very first job was working as a bus help in a hotel restaurant, and it taught me lessons about people that I still carry with me today. At the time, my responsibilities seemed simple—clearing tables, resetting the dining area, helping servers, and making sure guests had a clean and welcoming environment. But very quickly, I realized the role was about much more than just cleaning tables.
Working in that environment taught me how important teamwork is in hospitality. Every position depended on one another, and I learned that even the smallest tasks could have a big impact on the guest experience. I also learned to pay attention to people—reading body language, noticing when guests needed assistance before they asked, and understanding how a positive attitude could completely change someone’s experience.
What is a personal value you refuse to compromise in business?
One personal value I refuse to compromise in business is integrity. I believe trust is the foundation of every strong relationship, whether it’s with guests, coworkers, or leadership teams. Being honest, accountable, and consistent in how you treat people is essential, especially in hospitality where relationships and reputation matter so much.
For me, integrity means doing the right thing even when no one is watching, owning mistakes when they happen, and always treating people with respect and fairness. I’ve learned that skills can be taught, but character and trust are what truly build strong teams, lasting partnerships, and meaningful guest experiences.
What is one moment with a guest or team member that truly moved you?
One moment that has always stayed with me happened while I was serving as the Rooms Director at a resort on Molokaʻi. We had a guest visiting from New York who worked as an entertainment attorney, and he was traveling with his 12-year-old son. During one of our conversations, he shared that his son had never experienced the ocean before, but was completely fascinated by surfing and Hawaiian beach culture.
I mentioned that bodyboarding was one of my hobbies, and he asked if there might be an opportunity for his son to experience it while they were on the island. The next day, my neighbor and I picked them up and took them to one of the local beaches. I spent about an hour in the water with his son, encouraging him, helping him position himself, and teaching him how to catch a wave.
After several tries, he finally caught one. I remember riding the same wave alongside him all the way to shore. The moment we reached the beach, he jumped up, ran over to me, and gave me the biggest high five and hug. The excitement and pure joy on his face is something I’ll never forget.
What moved me most was realizing that hospitality is not just about providing a service or a place to stay—it’s about creating genuine human experiences and lifelong memories. That moment reminded me of the true spirit of aloha: Sharing time, kindness, and connection with others in a way that leaves a lasting impact. Even years later, I still think about that experience because it reinforced why I love this industry so much.
