My first encounter with Japan was years ago when I brought my parents to stay at a ryokan (traditional Japanese inn) in Kyoto. It was not the most expensive or the oldest ryokan; however, the omotenashi (Japanese hospitality) that we received was the best in all our travels. The woman who served us treated us as family. I have never forgotten her and aspire every day with my ladies and gentlemen to reach that level of service in a luxury hotel.

My motto is, “Never let others make you fail, be proactive and ensure success!” I train my employees to anticipate all our guests’ needs and take personal responsibility of all guests' requests.

I am most proud to have worked for The Ritz-Carlton for almost 19 years in six countries and eight hotels.

My goals always have been and always will be to develop my ladies and gentlemen. The greatest satisfaction I receive is when people I hired in junior positions in our company years later become GMs! I love to see my team learn and grow!

The best tip I ever received is be like an anthropologist and study the people and the culture. Embrace every experience, whether it be going to a summer festival, enjoying a sumo match or attending a tea ceremony, as each of these teaches you about the culture. If you understand the culture, you know how to motivate and lead your team. After all, a good leader adjusts their leadership style to their team to be successful.