Ngoc Chau Otsuka

Aloha,

My name is Cindy, and I hold a Master’s degree in Travel Industry Management from the University of Hawaiʻi at Mānoa. I have hands-on experience in airport operations and customer service, supported by a strong academic background in airline and hospitality management.

Through my studies at the Shidler College of Business, I gained practical knowledge of airline operations, service management, and industry standards. My involvement with the Travel Industry Management Student Association (TIMSA) further strengthened my understanding of the travel and hospitality sectors while enhancing my communication and networking skills.

I currently work as a Baggage Storage Associate at Daniel K. Inouye International Airport with Smarte Carte, where I assist travelers in a high-volume environment while maintaining security, accuracy, and professionalism. This role has strengthened my ability to multitask, remain calm under pressure, and provide consistent, high-quality service to a diverse range of passengers.

Combined with my academic training, this experience has helped me develop adaptability, teamwork, and a strong customer service mindset, which I continue to build upon as I pursue growth opportunities within the aviation industry.

I am a service-oriented professional with experience in airport operations, hospitality, and higher education administration. I currently work at Daniel K. Inouye International Airport providing customer assistance in a high-volume setting while ensuring security, accuracy, and professionalism. In addition, I have experience in student services and team supervision, where I supported daily operations, handled complex inquiries, and collaborated with diverse teams. My background has strengthened my adaptability, communication skills, and ability to remain calm under pressure.

My graduate research focused on the relationship between tourism policy and visitor mobility in Hawaiʻi. I examined how Honolulu’s commercial vehicle restrictions at selected beach parks influenced public transportation patterns and beach access for residents and visitors. Using spatial analysis and tourism data, I evaluated how policy decisions affect destination accessibility, congestion management, and overall visitor experience. The findings emphasized the importance of aligning transportation strategies with sustainable tourism and community needs.