Diverse experiences lead Outrigger GM to leadership role

Carly Clement wasn’t born in Hawaii, but she has spent most of her hospitality career in the Aloha State, working her way up the ladder to oversee the Outrigger Waikiki Beach Resort in Honolulu.

Learning by Doing

One of Clement’s first jobs was working at the reception desk of a local country club in her hometown in Mill Creek, Wash. “And that's kind of where I got my first taste of the hospitality industry,” she said. On a visit to Oahu, she toured the University of Hawaii at Manoa campus and learned that she could study management within the travel industry. “That's when I started becoming interested in studying that for an actual degree,” she said. 

She earned her Bachelor of Arts degree in hospitality business management from Washington State University in 2010 after spending time in a range of jobs outside of hospitality, including as a resident advisor, assistant hall director and orientation counselor. These positions, she said, helped shape her as a leader. “What I learned is to be nimble and patient at the same time,” she said. “Hospitality is all about different perspectives coming together and ensuring a seamless experience for the employees, the guests as well as the community. To achieve the best experience, you need these diverse perspectives, and sometimes it takes time to bring them all together.”

During her college career, Clement spent a summer interning at the Sheraton Waikiki. “I really was able to immerse myself in Hawaii and in the culture there and the property,” she recalled. She was able to return in December 2009 to spend a month in the catering department of the Westin Maui, and by the following May was the guest services manager and front office manager at the Sheraton Waikiki. 

Staying within the Starwood Hotels & Resorts Worldwide family, she moved on to the Princeville Ocean Resort villas in Kauai as assistant front office manager and by early 2012 was the front office manager at the resort. During her three years with Starwood, she learned about the psychology of guest service and how to handle stressful situations—especially with guests who are having a bad day. “Over the years, I've learned that there's always something deeper behind that and in conversations, you can really bring that out with the guests and actually develop a deeper relationship with them moving forward.” 

Carly Clement
Carly Clement (Outrigger Hospitality Group)

By late 2012, Clement was invited to join the catering team at the Four Seasons Resort Hualalai as the weddings and special events manager. “They were truly invested in my development,” Clement recalled. “And it was the investment from those leaders on the team that really helped me grow my career for the future.”

After spending two years in the weddings and special events department, she rose through the ranks as guest services manager, front office manager, assistant director of housekeeping and spent three months as part of the spa management team. 

After five years at the Four Seasons, a friend invited Clement to try an independent property. The Modern Honolulu was looking for a director of rooms—a position she was eager to try. She got the job, and found a different kind of responsibility and freedom to make decisions and changes at the independent hotel. But after eight months, the Modern Honolulu was acquired by a larger timeshare company. “I decided that maybe that wasn't in line with my goals, and I decided to transition to Destination Hotels and Resorts in Lake Tahoe.” 

That transition led Clement to director of rooms at the Resort at Squaw Creek in California. “I love adventure and the outdoors and I thought that a new adventure in California could be very exciting,” she said. Seven months after she started working at the hotel, Hyatt Hotels Corp. acquired Two Roads Hospitality, which oversaw the Resort at Squaw Creek, and Clement helped with the transition. “The property and the company are amazing and really taught me a new perspective on the industry,” she said. 

Back to Hawaii

After a year at Squaw Creek, Clement learned of an opportunity to join the Outrigger Reef Waikiki Beach Resort as it underwent a $85 million renovation. “It was during that time that I was also introduced to Outrigger as a brand, and could see the vision of leadership—especially from our CEO Jeff Wagoner—and I wanted to be part of something bigger and on the precipice of positive change for the company.”

She started as a resort manager at both the Outrigger Reef and the Outrigger Waikiki Beach Resort in May 2019, and by January 2021 had become a first-time GM at the latter property. She credits her rise not only to her breadth of experience but to her determination to strive for more. Early on, Wagoner told her that the company doesn’t always consider how much time an employee spends in different departments throughout its hotels, but rather looks at the trajectory of the individual’s career when considering promotions.  

Taking on the top role during a pandemic and travel shutdown posed its own set of challenges, but Clement was able to find silver linings. “We're all on the same team, we're all striving for one goal during this pandemic,” she said, noting that employees had more chances for one-on-one conversations with management. “With a smaller team, you can focus a little bit more on those individuals versus so many hundreds of employees.” 

Carly Clement's...

Advice for GMs

“Sit at the same table as the other general managers around you. There's something to be learned from the seasoned leaders in the industry, and [an] opportunity to develop the best of every strategy leaders that you've learned from into your own.” 

Challenge

“One of the toughest challenges I probably faced in my career is leaving leaders [behind], but I still felt like I was in the process of developing.” 

Success

“It's something that's been difficult for me—leaving somebody in mid-development. But I continue to stay in touch with those leaders and be a sounding board for many of them after working together.” 

Secrets to Success

Think Like an Athlete: “This means training, practice, dedication—working with your team. And for me, your team is your family, or your ohana, as we call an employee. So with proper support, acknowledgement and inspiration, you'll be able to make it across the finish line no matter what circumstances are around you.” 

Challenge Your Limits: “I continually see many people around me doubt themselves on a daily basis when they can do more. You can run the extra mile [and] achieve more.” 

Find Your Fun: “There's no excuse of being too busy or not having enough time. You can make the time to find the joys in your life and balance yourself.” 

Outrigger Waikiki Beach Resort

Rooms: 524 | Owner: Outrigger Hospitality Group | Operator: Outrigger Hospitality Group | Opening year: 1967