Resilience and the Unseen Heroes of Hospitality

Working in Hawaiʻi, surrounded by breathtaking beauty and the feeling of aloha, it can be easy to forget how quickly life can turn. The recent tsunami warning reminded us all of nature’s unpredictability — but more importantly, it reminded me of the incredible strength, calm, and professionalism that people are capable of in the face of uncertainty.

As someone who lived through 9/11, Hurricane Sandy, and the massive blackouts in New York City, I’ve seen what true resilience looks like. I’ve stood beside colleagues back then who kept hotels running, offered beds to strangers, and helped guests through the darkest of days — all while facing their own fears. I’ve seen hospitality professionals transform chaos into calm and offer genuine comfort to those in need. Those moments moved me and shaped me deeply.

That’s why this most recent emergency here in Hawaiʻi struck me in such a profound way. Like all of these events, this seemed to develop slowly, but when it came time my team reacted. Watching my co-workers at the resort spring into action — calm, composed, and ready — took me back to those earlier memories. From the moment the tsunami warning came in, every member of our team moved with intention and grace. There was no panic, no confusion — just people doing what needed to be done to keep others safe.

There’s something sacred about that kind of professionalism. It’s not always visible from the outside, but it makes all the difference. Our team communicated swiftly, reassured guests, monitored evolving updates, and kept the energy grounded and positive. At the same time, our guests were equally remarkable — patient, kind, and incredibly understanding amidst the uncertainty. The mutual respect and grace shared between guests and staff during those hours is something I won’t forget.

Having witnessed high-stakes moments in both New York City and Hawaiʻi, I can confidently say that genuine humanity shines brightest during moments of threat. Whether it’s a towering skyline or an ocean horizon, professionalism, empathy, and solidarity are what carry us through.

To my colleagues here in Hawaiʻi — you stood tall. I am so proud of how we showed up for others and for each other. And to the guests who expressed gratitude, waited with patience, and trusted us to guide them — mahalo. Your kindness helped us do our jobs with heart and purpose.

We may not always control the forces around us, but how we respond — that’s where our true character lives. And in every place I’ve been, from the bustling streets of New York to the serene shores of Hawaiʻi, I’ve seen that character shine.

Here’s to those who bring calm to the storm — wherever they may be.