05/28/2011 Saturday Briefing Archive (4.1 MB PDF)

May 28, 2011
A MESSAGE FROM RICHARD R. KELLEY TO OUR OUTRIGGER ‘OHANA
2010 Po‘okela Excellence
in Leadership Awards
By Ruthann Yamanaka
As said numerous times during the Outrigger Enterprises Group’s
Leadership Conference on Tuesday, May 24, our ‘ohana are the reason for
the success Outrigger enjoys today. The Po‘okela Excellence in Leadership
Awards are an opportunity to express heartfelt appreciation to those whose
accomplishments in a particular year were simply spectacular.
On Wednesday, May 25, Outrigger honored 49 honorees in the
following categories for 2010:
Excellence in Demonstrating the Values of Ke ‘Ano Wa‘a
Exceptional Achievement by an Individual
Exceptional Achievement by a Team
Individual business units submitted nominations, and honorees were
selected by Outrigger’s Executive Team.
A new award was presented this year, the Lifetime Achievement
Award, designed to recognize salaried management employees with 20
or more years of service who made significant contributions to Outrigger
spanning their entire career. The first honoree of this prestigious award is
Bob Finan, Senior Project Manager! Dr. Kelley had the crowd guessing for
a moment, as he said this about Bob:
Continued on page 3
Leading in Times
of Change
By Dr. Richard R. Kelley
This past Tuesday, I had the pleasure of welcoming
the participants to Outrigger Enterprise Group’s
Leadership Conference at the Hawai‘i Convention
Center in Honolulu. The conference theme was “Deep
Roots, New Shoots.” In my talk, therefore, I reminisced
about our company’s “Deep Roots” and put them in
the perspective of our many “New Shoots.” In the
paragraphs that follow, I share with you the thoughts I
addressed to my colleagues in our company’s leadership
as the conference got under way.
Aloha. I am delighted to welcome all of you
– coming from so many places, near and far
– to the Outrigger Leadership Conference.
I am excited as I look around the room and
see colleagues, not only from Hawai‘i, but from
Australia, Fiji, Guam, Japan, Korea, Southeast
Asia – and our Worldwide Reservations Center
in Denver.
It really brings home to me how very different
our company is from 1947 when my parents, Roy
and Estelle Kelley, founded it. Those early days
represent our “Deep Roots.” So much of what we
now do every day reflects our “New Shoots.” In
these brief remarks, I’ll be reminiscing about some
of our “Deep Roots,” which I hope will put our
“New Shoots” into perspective.
In 1947, the cataclysm of World War II was
still fresh in everyone’s memory. Although that
war began in the 1930s with Japan’s invasion
of China and Germany’s invasion of Poland,
for America it began on December 7, 1941, at
Pearl Harbor – just 10 miles west of here.
I was not quite eight years old as I stood
on the third floor lanai of our home on
Kuhio Avenue in Waikīkī with my family and
Dr. Richard Kelley and David Carey congratulate Bob Finan, Lifetime Achievement Awardee
Continued on page 18
Saturday Briefing
Page Happy
Birthday!
June 8: Medardo L. Ilmeng, Cecelia
Y. Bunghanoy, Dean T. Nakasone,
Maryanne E.G. Peavy, Gary K. Correia,
Renezaldy Bumagat Jr., and Jessica K.
Carey.
June 9: Ho Leung Pang, Devin K.A.
Keanaaina, Amancio C.D. Ruiz, and
Aliaksei N. Lahin.
June 10: Kieran A. Yap, Michelle K.M.
Paiaina-Makua, David P. Luedtke,
Primitivo V. Unciano, and Robert
Hurov.
June 11: William Woo Il Kim,
Kuhinanui J.M. Puhi, Pilarita V.
Calumpit, Eugene L.K. Cho III,
Raymond Michael Sparber, and Ryan
P. Gima.
June 12: Chisa N.K. Hiraishi, Florante
Agbayani Villanueva, Dorinda Kay
Dunlap, Harold F. Haverland Jr., and
Shirlynne V. Cruz.
June 13: Marivic Corpuz Gushikuma,
Russell Moeai, Blane T. Yokota, Teddy
M. Naputo, Loan N. MontgomeryFreitas, Jill Carruthers, Diana Alofa
Pai, and Charles S. Okazaki.
Employment Opportunities
If you are interested in the positions listed below and meet the qualifications,
you may apply online. Please go to WWW.OUTRIGGER.COM, click
on ABOUT OUTRIGGER, then EMPLOYMENT. We only accept
online applications for the open-listed positions from internal candidates.
If you have any questions, please call Chad Teramae at (808) 921-6989.
Application deadline for the following positions is June 3, 2011.
Housekeeper I (Full-Time)
Must be able to work well with others, follow instructions, and communicate
in English. The ability to work flexible days and shifts is required. Experience
in cleaning and servicing guest rooms and/or public areas preferred.
Server/Busser (On Call)
Responsible for the service of beverages and/or food in a timely manner.
Must be able to lift 50 lbs and set up and clear tables to maximize guest
satisfaction. Must have a friendly, positive, and service-oriented attitude,
and be able to work any day and shift.
Outrigger Maui Eldorado
Front Desk/Night Auditor (On Call)
Must have at least one year customer service and cashiering experience,
preferably in the hospitality industry. Must have basic computer skills
and be able to type 30 wpm. Must also be a team player with excellent
communication skills and be flexible to work any day and shift.
Outrigger Royal Kahana Resort
Maintenance (Full Time)
Must have one year experience with interior and exterior maintenance,
including demonstrated ability to install, repair, service, inspect, and maintain
FF&E facilities. Must also have experience with heating, cooling, plumbing,
ventilation, water, electrical, and mechanical systems, be able to lift and move
items weighing 75 lbs and be flexible to work any day and shift.
June 14: Branden Calzada, Hui Hong
Tan Lu, and Leonora Guittap Corpuz.
Outrigger Little Hastings Street Resort & Spa, Noosa
Saturday Briefing is published
by and for employees of
Outrigger Enterprises Group (OEG)
Editor-In-Chief: Richard Kelley
Senior Editor: Kathy Foley
Supervising Editor: Pila Hanson
Proofing Assistant: Char Luning
Contributing Writers: Employees of OEG
Visit us online at:
www.saturdaybriefing.outrigger.com
Submissions to Kathy Foley
at kathysb@outrigger.com,
via interoffice mail to OEH/HR,
or by phone at (808) 921-6957.
An Equal Opportunity Employer
© 2011 Outrigger Hotels Hawaii
Saturday Briefing
Page “Hello Bryce [Watts] & Adam [McKenzie], Thank you so much for
entertaining our son Jayden during our stay. We had such a lovely time
there. As promised here’s the photo taken just before we left. We hope to
visit again soon!”
Kelen & Joseph, via email
2010 Po‘okela Excellence in Leadership Awards
Continued from page 1
“We have many long-time employees who have helped
make the Company the success that it is today. I fully
support this type of award that recognizes accomplishment
and dedication to the Company.
“The individual we are honoring today joined the company
in January 1991. The first hint on who this is comes when I say,
he initially worked for Walter Motonaga, Outrigger Services,
which was Outrigger’s construction company.
“During his first decade, renovations at our properties
in Wailea and Waikoloa were high on the priority list, and
our honoree was an important member of team that tackled
those projects.
“When not working on major projects, he has managed
almost every type of work –– ADA, abatement, roofing, and
concrete spalling –– from beginning to end.
“When Guam experienced a major typhoon in 2002,
half of the guest rooms and most of the public spaces had to
be rebuilt. Our awardee, with great support from Charlene
Goo’s team, allowed Outrigger Guam to be one of the few
properties that did not close for repairs.
“In 2004 the company began planning the major
renovation of the Outrigger Reef. Our awardee was the
Project Leader for the Reef from conception to the end.
It was a tough, demanding job, but the results completely
transformed and repositioned the property.
“The awards earned by this person include:
2007 Po‘okela Exceptional Achievement by an Individual
Manager of the Year in 1999
President’s Award in 1992, 1994, 1997, and 1998
“His calm demeanor, never-ending patience, and
extensive knowledge of construction are recognized by
everyone who has worked with him. “Fellow Project Managers, Architects, Consultants, and
Contractors have continually commented how he is able to
bring all parties together to work as a team. “‘He always strives to obtain the best quality and pricing
for the company, while attempting to hold to some very
challenging schedules.’
“I guess you all know by now whom I am talking about.
It is my honor to present the first ever Lifetime Achievement
Award to Mr. Robert Finan.” Nineteen employees representing the values of Ke ‘Ano
Wa‘a were honored and five employees and five teams were
honored for their Exceptional Achievement.
Congratulations to the following nominees and honorees
for their exemplary accomplishments in 2010. Following are
excerpts from the nominations received for the honorees:
Kina‘ole (Flawlessness)...we do the right thing,
in the right way, at the right time, in the right place,
to the right person, for the right reason,
with the right feeling, the first time.
Eric Lewis • Bell Person
Eric has seen a lot of changes
within the company in his
20+ years with Outrigger.
Through all these changes,
Eric has always taken pride
in where he works and in
providing the best service
for our guests. He is the
consummate professional
and is always quick to
respond to guests’ needs.
He completes all his job
assignments promptly and
is tireless in making sure other areas are covered as well. His
experience and dedication has been invaluable to the Bell
department. He has represented not just Kīnā‘ole, but all our
company values with a career spanning over 20 years. Eric
continues to further the department’s reputation as a leading
provider of Outrigger’s special brand of hospitality.
Mandy Cruz • Chief Engineer
With the Reef renovation
complete, Mandy shifted
his department’s focus to
maintaining this most-valued
asset. He created a rigorous
preventive maintenance
program for the rooms,
front-of-house, and backof-house, plus a Property
Inspection Program. He
initiated additional training
courses to help his staff
further grow and develop
their skills. Additionally, the major earthquake in February and
torrential rains and flooding in December had Mandy and his
team as first responders, implementing procedures that were
well rehearsed and seamlessly executed, which ensured the
safety of guests and protection of property. Any department
will attest that Engineering is always there for them. Outrigger
benefits each day by Mandy’s flawless work ethic.
Continued on page 4
Saturday Briefing
Page 2010 Po‘okela Excellence in Leadership Awards
Continued from page 3
Nurhan Enustun • Catering Director
Nurhan ensures she understands
the objectives of an event, the
look and feel desired by her client,
and then based on her extensive
experience and creativity, offers
excellent options and suggestions
and flawless execution. She has
the ability to offer quality with
any budget, exceptional attention
to detail, and consistent followthrough. Nurhan is flexible to
changing business needs and
achieves results under pressure. The scope of her work ranges
from being part of the team for employee events and company
conferences, to events hosted by Outrigger for government officials,
the military, and business leaders. Nurhan is a true professional
who accomplishes her work with quality and aloha.
Equality-Kaulike...we foster open relationships based on
honesty, trust and fairness; respect each person equally.
Renee Takai • Purchasing Manager
Almost every project has a support
element that is key to its success.
Purchasing is that key element,
and Renee is at the center of
the success of every project. The
majority of projects involve the
purchase of fixtures, furniture,
and equipment. In addition
to bidding, arranging “just-intime” shipping, and delivery
from worldwide locations, Renee
was involved in approving shop
drawings and contributing to the design on several recent projects,
and all items had to comply with the brand standards for a recent
property transition. Renee is a big reason behind the success of
many projects undertaken by Outrigger. Shae Gallardo • Administrative Assistant
Whether a new or return guest
or employee, Shae has a way of
creating a bond. The positive
relationships she creates foster a
friendly work environment and
a wonderful guest experience.
Over the years, many return
guests see spending time with
her just as important as coming
back to Outrigger! She spends
time with guests during her
work day, has lunch with some,
and dinner with others. At the end of the day, she is back at her
desk, doing her “other” job. You’ll never catch Shae without
a smile on her face and in her heart! Her ideas always center
around complimenting one another and making others feel
good about themselves. No matter how busy she is, she will
smile, drop what she’s doing, and give anyone the attention
and help they need.
A‘o (To learn and to share) ...we create opportunities
for mutual learning and empowerment that lead to
personal and organizational growth and development.
Blane Yokota • Associate General Counsel
Blane is a true professional
whose legal expertise is
exceptional and who is also
an excellent teacher. Blane
has a wonderful gift that takes
complex issues and summarizes
the legal issues in ways that are
understandable by employees
at many levels. He has done
an excellent job in presenting
materials ranging from the
Foreign Corrupt Practices Act
and various modules in the popular Hospitality Law series,
to HR-related training like Employee Relations Training for
Managers. Blane explains the “why” behind recommendations
that he makes and in that process, we all learn. Blane is always
willing to help and to share his wealth of knowledge and
experience with others.
Lite Danaubou • Meimei Manager
Lite proposed a dedicated Meimei
(Nanny) Centre. She created the
business unit model and developed
the concept into an integral part of
the resort’s services. She developed
the philosophy from the Fijian
communal living system, “it takes
a village to raise a child,” ensuring
each child is loved and well cared
for — a true reflection of ‘Ohana.
A “Vuvale” (Family / ‘Ohana) Tree
that adorns the back wall of the
Centre was Lite’s idea. The tree
represents a Meimei — her training, guidance, and pruning that
provides a solid foundation to stand and bear great and beautiful
flowers, resulting in an excellent guest experience particularly for
the children. Lite’s nomination is based on the values of “learn &
teach” and “family” which she instilled all throughout the planning
and execution of the Meimei concept.
Continued on page 5
Saturday Briefing
Page 2010 Po‘okela Excellence in Leadership Awards
Continued from page 4
Mercy Valdez • Assistant Executive Housekeeper
In 2010, Mercy personally
trained many new Housekeepers
and is almost solely responsible
for training new-hires, the
majority of whom have had no
prior Housekeeping experience.
She first teaches Housekeeping
basics and then how to provide
excellent service and hospitality,
The Outrigger Way. Mercy is
a mentor and encourages her
staff to learn and grow. She
takes time to train and coach,
building confidence and skills in many who may not otherwise
have ventured out of their comfort zone. A leader by example,
she always greets guests and initiates conversation with them
and is especially good in turning an unhappy guest into a highly
satisfied one.
Na Mea Ho‘okipa (Hosts)...we, as Hosts, welcome
and entertain our guests and friends with warmth
and generosity.
Dietrich Chillous • Food & Beverage Manager
“D” as he is affectionately known,
starts each day off early, arriving
at Kani Ka Pila Grille to set up for
breakfast long before other team
members arrive. D continually
refines Standard Operating
Procedures to achieve the highest
of standards and conducts
training in staff meetings to
ensure everyone understands
expectations, allowing feedback
so everyone can be successful.
You can often find him in the
kitchen working alongside the cooks, chatting and teaching. When
not in the kitchen, you might see him in the restaurant serving
guests or behind the bar replenishing items. At the end of a long
day, you will still find D smiling, satisfied that he and his team had
another successful day of pleasing their customers.
George Thronas • Rooms Manager
2010 was a challenge when a
secured gate at the entry to the
resort was installed which greatly
affected operations. Because
this change happened quickly,
George needed to be creative
until a more permanent solution
was organized. He kept the
office open as late as reasonably
possible and personally handled
late check-ins over the phone. George contacted as many guests as possible prior to their arrival
to brief them regarding the process for late check-in. George
created a wonderful by-product by using personal telephone
calls as an opportunity to “share the aloha” with guests even
before they arrived. He explained the resort and the island to
the guests well before they got to Kaua‘i, which allowed them to
make better plans. George turned a challenging situation into
wonderful moments of aloha.
‘Ohana (Family)...we are family working together
joyfully to attain our goals and aspirations.
Pam Niesz • Paralegal
Pam performs her role with
professionalism and expertise.
In addition to supporting the
Legal Department through daily
document preparation, e-filing,
and preparing for transactional
closings, Pam assumes additional
responsibilities because she believes
in the spirit of “working together
joyfully to attain our goals and
aspirations” and because she enjoys
new challenges. An example is
when Pam assumed the administration of corporate contributions,
requiring reviewing and processing of requests, maintaining
databases, and communicating within the company and with outside
third-parties. She is the “go to” person for many who know she is a
reliable source of corporate and transactional information. In each
case, Pam performs these extra roles as a customer service, in a timely
manner, and with the highest standard of quality.
Will Bethel • Director of Sales – Japan
We all know Will to be
most pleasant, respectful,
understanding, and appreciative. When emergency situations arise,
the properties ask Will for support,
which he willingly delivers. For
example, in late 2010, during
the conversion and rebrand of a
Waikīkī property, Will was there
with support to sort through the
transition. One of the hotel’s top
accounts, said this of Will, “Willsan is always cheerful; he’s inspirational to work with; he’s always
there to help in a pinch, most dependable. With Will’s efforts, we’ve
increased sales at all Outrigger and OHANA properties.” The value
of ‘Ohana is defined as one of family working together joyfully to
attain goals —Will accomplishes this by combining the ‘Ohana
spirit of respect, dignity, and compassion between the hotel team
and the client.
Continued on page 6
Saturday Briefing
Page 2010 Po‘okela Excellence in Leadership Awards
Continued from page 5
Wahi (Place)...we protect, care for and live in harmony
with the land, our workplace, its peoples and cultures.
Patchree Chanantho • HR Manager, Thailand
Khun Paew’s involvement in the
community makes her a perfect
nomination for Wahi. Among
the many events she coordinated
and participated in was the
property’s first anniversary, where
she arranged for Management
and Hosts to participate in a
Traditional Monk ceremony,
the symbolic releasing of fish
into the lagoon, a Spirit House
visit, and a celebratory lunch,
and she and several Managers represented Outrigger for the King’s
Birthday Celebration with 30,000 people from various organizations
participating. Khun Paew lives and breathes community work
and takes great pride in seeing her workplace, Laguna, and her
community grow and develop.
Patsy Narimatsu • Director of Sales & Marketing
Patsy is a professional who
consistently demonstrates
accountability for her role in
Sales and Marketing. Her focus
on client needs, professional
demeanor, and creativity are
exemplary. She is flexible, attentive
to client needs, and offers excellent
suggestions. Patsy makes time for
her clients and guests, and takes
responsibility for ensuring their
needs are addressed to their full
satisfaction. Her follow-up is impeccable, and she interacts with a
smile and a smile in her voice. Her enthusiasm is contagious, and
her love of her job evident in her interactions with all, her attitude,
and her results.
Accountability (Kuleana)...we have the courage and discipline
to act on our responsibilities and to accept all consequences.
Carol Ly • Assistant Housekeeper
A 25-year veteran, Carol earned
her way to her current position.
She never says “no” to whatever
is asked of her. When a concern
is brought to her attention, she
seeks solutions to turn it into
a win-win situation. Her most
impressive attribute is her desire
to teach. She also takes special
interest in following up with
the new hires’ training progress
Saturday Briefing
Page because she understands how it feels to be a new immigrant.
Carol is an Alaka‘i and for one of the activities, she touched
the hearts of her peers and Managers in sharing her amazing
story of courage, perseverance, and gratitude. She earned the
prestigious title of Certified Hospitality Supervisor and is a
skilled, experienced, mature, and positive professional. Her
energy and knowledge is shared for the betterment of all.
Cynthia Kagami • Financial Analyst
Cy n t h i a i s t h e u l t i m a t e
professional whose range of
expertise is exceptional. She
manages the administration
of scheduling, compilation of
materials for Board of Directors
meetings, meeting logistics, and
follow-up. She worked with an
outside resource to establish a
special website for the Board of
Directors so meeting materials
could be posted electronically
which is a critical capability given the geographic diversity of
the Board. In Human Resources, she administers the Retirement
Committee and provides support to many HR areas with her
expertise in financial analysis and data compilation. In all that
she does, Cynthia consistently takes initiative, gets projects
done right the first time, and dedicates the effort, persistence
and follow-through to ensure she completes her assignments
with quality, accuracy, and timeliness.
Pakorn Tantayakorn • IT Manager, Thailand
Known to his team as Khun
Po n g , t h i s g e n t l e m a n i s
incredibly dedicated to ensuring
that IT is operating all day,
every day. He is a quiet achiever,
knowing the resort relies heavily
on his department of two. Khun
Pong is on everyone’s speed
dial! IT has a reputation as a
“necessary cost” to any business.
Khun Pong has provided several
savings to Outrigger Laguna
such as his research on providing competitor analysis for Cable
TV resulting in significant savings. He also reviewed contracts
for Internet providers, coming up with alternative solutions with
recommendations ensuring further savings and also boosting
guest feedback from our Korean market by finding a supplier
for two more Korean cable channels. The hotel never faces a
serious IT problem with Khun Pong on our staff, as he addresses
all issues in a proactive manner due to his concentration and
outstanding accountability.
Continued on page 7
2010 Po‘okela Excellence in Leadership Awards
Continued from page 6
Aloha...we treat each other as we want to be treated
- with love, compassion and dignity.
Albert Kaho‘okaulana • Front Desk Clerk
Albert has been with Kona
Hawaiian Resort as a Front
De s k C l e rk s i n c e Ma rc h
2003. He is a shining star
and spreads Aloha not only to
our guests and owners, but to
his coworkers as well. Albert
p rov i d es p ro f e s si o n a l i s m
along with a very special
warmth that makes guests
and owners feel welcome and
at home when they arrive.
He has a knack for never forgetting names. During heavy
check-in times, Albert is able to make each party feel as
special and important as the next, whether that party
is being checked in or waiting in line. Albert is always
mentioned in comment cards, and he receives cards and
mail from owners personally thanking him for his service.
He is always here, always on time, always in proper uniform,
and always so kind and patient with everyone. Albert
exemplifies what Aloha is all about. Skip Boyce • Bellperson
For the past 30 years, Skip
has built many friendships
with thousands of guests who
have visited the Outrigger
Waikiki. He creates the ‘ohana
a t m o s p h e re i m m e d i a t e l y
upon arrival with a warm
and friendly smile and a very
caring attitude. Skip has a
calming demeanor for worried
guests who have missed their
transportation back to the
airport or tour ride around the island, or who may have left
items in shuttles or cabs. He has built a great rapport with
many of the transportation companies, so Skip works his
magic in providing our guests with solutions. Skip knows
at least 99% of our return guests by name. He treats them
like family and welcomes their return visit with a hug or
a handshake. Skip understands that the First Impression
is important and takes great pride in acknowledging our
guests with either an Aloha or Mahalo. Skip is a very hard
working team player who takes great pride in doing what
is best for our guests and the team.
Exceptional Leadership by an Individual - Recognizes
leaders whose accomplishments have far exceeded
expectations and/or goals
Akiko Glasscock, • Sales Manager, Guam
After an uncertain 2009
with business levels dipping
drastically due to the world
financial economic crisis,
2010 was hard to predict, but
Akiko remained optimistic and
confidently increased the budget
for revenue and room nights from
a popular internet based website
in Japan. Akiko’s creativity in
developing countless packages
and continually posting these
packages, photos, and information on the Outrigger Guam
(OGM) pages in a specific website and diligently monitoring
availability and market conditions, produced even more revenue. Due to Akiko’s initiative, leadership, and extraordinary efforts,
OGM received the Diamond Award from Rakuten Travel for the
third consecutive year in 2010 for outstanding performance with
the most room nights and revenue for Guam. Akiko has excelled
and gone above and beyond expectations with actual results
surpassing room night and revenue expectations from the Internet
distribution channels. Debbie Murakami • Front Office Manager
To put it quite simply, Debbie
is the glue that holds our diverse
Front Office team together.
There is never a moment she does
not welcome any staff member
to sit down in her office and
converse. When employees feel
they can reach out and speak to
their Manager, it positively affects
service levels and other employee
relationships. In 2010, Debbie
worked with the Bell Manager
to create a way to empower the
Bellmen and help them strive to give the best service possible. The Standard Operating Procedure was created and focused on
combining the high standards of Outrigger with the Marriott levels
of service. It is easy to overlook the ease in which Debbie keeps
everyone together with her genuine smile and positive attitude. She possesses an approachability that not many in her position
have, making her not only a mentor, but friend as well. Continued on page 8
Saturday Briefing
Page 2010 Po‘okela Excellence in Leadership Awards
Continued from page 7
Grant James • Regional General Manager, Australia
Under Grant’s leadership, the goal
was to bring the Outrigger brand
back on line in Australia. Here are
some employee comments about
Grant: • He acknowledges high
performance and thanks you for
a job well done. • Grant supports
me personally to achieve so I do
well…then the resort does well…
and ultimately Outrigger in
Australia does well. • He always
acts with transparency, honesty,
fairness, and a genuineness that
fits within the Outrigger culture. Grant gave strong leadership
to property-based Managers and at the same time represented
Outrigger in a professional manner in dealings with owners,
developers, and suppliers. He also committed to additional culture
training with support from Honolulu, an investment not clearly
identified financially, yet one that had a significant impact on many
employees. Grant is an effective leader whose accomplishments in
2010 were exceptional. John McDonald • Manager E-Commerce
John oversaw our Million Miles
campaign from inception through
ongoing engagement of the new
customer database. We more
than doubled our expected
results in revenue, Facebook Fans,
and Twitter followers. For this
campaign, Outrigger was awarded
the 2010 E-Commerce Marketer
of the Year by the American
Marketing Association, Hawai‘i
Chapter. John was the “go-to guy”
on new site development issues.
He oversaw the analysis and evaluation of a number of vendor
relationships, including vendor hosting. The new structure and
agreement for hosting resulted in significant savings for Outrigger.
John effectively ramped up new staff on his team and his positive
attitude and easy going manner has helped the team to gel.
Nancy Wan • Operations Systems Administrator
Na n c y m a n a g e s o u r a l l important Delphi MultiProperty Sales and Catering
system. All of our Catering
and Group Sales/Reservations
people throughout our Hawai‘i
hotels rely on her and this
system to track and manage
their workload and business.
She recently expanded her
responsibilities by voluntarily
taking on various property
Saturday Briefing
Page management system (PMS) installation/conversions and
serving as the primary system administrator for these new
systems. Nancy volunteered to lead/coordinate the complex
PMS system installation for the new Holiday Inn® Waikiki
Beachcomber Resort, and also led the conversion at the
Kapalua Villas. Nancy’s leadership makes a huge difference
to the success of Outrigger’s many IT conversions.
Exceptional Achievement by a Team
401(k) Transition Team: Wilkin Choy, Jane Inouye,
Monica Fo, Lauren Chow, Janice Yee, and Ken Choo
After much review, the Retirement Committee believed it was
in the best interest of Plan participants to move to a different
recordkeeper for the Outrigger’s 401(k) plan. Transitioning
an ERISA Plan requires precision, communication, and lots
of documentation due to the federal regulations governing
401(k) plans. The Corporate Planning team organized weekly
conference calls between Outrigger and T. Rowe Price. The
transition required meeting specific federal regulations
that affected participants receive special communications
within certain time windows, that internal documents
were ratified by the right parties, and that coordination
between the Plan’s current and new provider were effective,
and that employee communications about the change were
informational and understandable. All of the above was
executed with persistence, teamwork, and professionalism
such that deadlines were met and the conversion occurred
on schedule as of December 30, 2010. Continued on page 9
2010 Po‘okela Excellence in Leadership Awards
Continued from page 8
Wyndham Green Team: Tom Zylstra, Robert Ishihara, Tereza Gapuzan, Shannon Yadon, Glenn Nagasako, and
Carl Kruse. Not pictured: Sunshine Spotts and Windy Seguancia
Shortly after opening in November of 2006, the resort has phased
in various programs to decrease utility consumption and trash.
Wyndham Vacation Ownership soon followed with goals of their
own and implemented the Green Policy into Daily Operations,
including Quality Assurance Audits. The resort established a Green
Committee to support this corporate commitment. Highlights
of implementaton include: replaced and retrofitted all fixtures
from incandescent bulbs to compact fluorescents; implemented
energy saving occupancy sensors in office and public restrooms;
landscaping practices migrated to phosphate-free plant fertilizer
and enhancing irrigation practices; and cleaning products and
room amenities replaced with green friendly versions. In March
2011, Governor Abercrombie recognized the resort with the State
of Hawaii Green Business Award.
Holiday Inn® Waikiki Beachcomber Resort: Standing: Sheryl Tsugawa, Randall Morisako, Conchita Matsumoto,
Pam Yagi, Josefina Ader, Evelyn Garcia, Luke Hamada, Jennifer Frias, Roberta Kinoshita, Loan Freitas, Daniel Guittu,
and Taryn Wong. Seated: Masako Sawyer, Junko Austin, Dean Nakasone, Natalie Caceres, and Darnell Zablan.
Not pictured: Jim Hodges and Virginia Asakawa
The Beachcomber had about 90 days to transition the property
from an OHANA to a Holiday Inn®. The team ensured employees
were fully informed and kept in the loop. In addition to training
on the new PMS system, IHG required every single employee
to be trained in the brand service training. IHG has an excellent
loyalty program called Priority Club Rewards and requires that a
certain number of employees be trained on how to handle these
guests. The Outrigger team exceeded the requirement and had
every Front Desk employee and Manager complete the training
to ensure the best service to Priority Club Rewards members. Housekeeping practiced in sample rooms so they could familiarize
themselves with the bedding brand standards. Overall guest
satisfaction service scores were even with the Holiday Inn® brand
average in our first month. Our goal was to be better than the
brand. In the consecutive months thereafter, the property has
exceeded the brand average every month. OWK Housekeeping Trainers: Chong Ja Kim, Gloria Estabaya, Estrelita Sagadraca, Wendy Ko, Julie Ha, and Fiona Hong
With a total of 147 combined years of Housekeeping experience,
this team of shining stars trained new hires for Outrigger’s
“Central Staff Pool.” From the moment a new hire reports
to work, the training starts with the 10 steps of “Body Savers
Routines,” cleaning procedures based on a time and motion study
with safety and sanitation in mind, thus achieving the highest
cleaning standard to meet guests expectations and satisfaction.
The “graduates” produced were quickly placed within Waikīkī.
The willingness of the trainers to teach and share their knowledge
with a positive attitude helped the new hires in the Pool feel
welcomed into the Outrigger family. This team is not only skilled,
experienced, mature, and professional, their positive attitude
and willingness to share their knowledge is part of the American
Dream they are living at Outrigger Enterprises Group for which
they are deeply appreciative.
Continued on page 10
Saturday Briefing
Page 2010 Po‘okela Excellence in Leadership Awards
Continued from page 9
Stellex / Elavon Credit Card Upgrade Team: Hong Ngyuen, David Reed, Joel Pearlman, Sheila Pike, Karen Hiraoka,
Carolyn Aquino, and David Nishi. Not Pictured: Laurie Hirata
Through each person’s thoroughness, dedication, resourcefulness,
professionalism, and teamwork came the resulting success of
this 18-month endeavor. The main project goal was to upgrade
the existing Stellex Credit Card application. Because of the
complexity and many upgrade requirements, this project was
broken down into phases. This allowed us to make controlled
changes, train users, document, and rollout efficiently. The
team met the goal of being PCI compliant, while also addressing
outstanding TERs, work orders, other documented bugs, and
the twenty-five items on the Stellex user group community
users’ wish-list. The foundation has been laid for future successes
in this area, thanks to this project team’s exceptional efforts.
The Outrigger Way Awards - Recognize the many ways properties and departments celebrate our company values.
Paddler Level Achievement
Alaka‘i representing the OHANA Waikiki West: Tante Pascual, Kea Parker, Espirita Sumibcay, and Sean Ling
Not pictured: Kaipo Ching
Every single day, Ke ‘Ano Wa‘a is demonstrated through the
great work of the OHANA Waikiki West ‘ohana, and the values
are consistently seen in the smiles of guests and the cleanliness
and comfort of the rooms. The OHANA Waikiki West team
still achieves excellent Leisure Trend guest satisfaction scores
in hospitality, and the loyalty of many long-time return guests.
The OHANA Waikiki West feels that, “They (guests) are dear
friends … we are so thankful to be able to build relationships
with our guests that allow us to celebrate why we do what we
do.” When employees were interviewed regarding the benefits
they’ve enjoyed from celebrating The Outrigger Way, the central
theme was that Ke ‘Ano Wa‘a is a constant reminder of my
purpose and that we’ve learned to do the right things in the
right way and work with Aloha.” Alaka‘i representing OHANA Waikiki Malia: Herbert Fernandez, Nora Weatherwax, Divina Garcia,
Primie Marzan, Amante Castro. Not pictured: So‘o Tana
Team activities like employees matching up their co-workers with
childhood photos brought this team closer together as they talked
and laughed with one another. Food, especially desserts, happened to
be an extremely successful way to celebrate Ke ‘Ano Wa‘a. Two years
running, the OHANA Waikiki Malia employees enjoyed an ethnic
dessert contest, and employees were invited to wear the clothing of
their cultures. In 2009, Outrigger partnered with the Native Hawaiian
Hospitality Association (NaHHA) to pilot a Hawaiian cultural
immersion program called Ola Hawaii. Representatives from OHANA
Waikiki Malia explored traditional Hawaiian leadership concepts
and learned how to apply them on the job. Framed in Koa wood, a
special board displays their “lei of Aloha” which highlights employees’
personal expressions of how they are guided by our values to do the
right thing the right way.
Saturday Briefing
Page 10
Contnued on page 11
2010 Po‘okela Excellence in Leadership Awards
Continued from page 10
Alaka‘i representing the Courtyard® by Marriott
Waikiki Beach: Kimo Miguel, Jim Heather, Jin Lee,
Shyla Uyesato, Teri Takahashi, Tanya Scanlan,
Grace Nakamura, and Debbie Murakami
The Courtyard Waikiki Beach uses the analogy of a food
recipe to describe their Outrigger Way experience. “When
all the different ingredients are mixed together you get a
perfect dish”. The ingredients that complete this perfect
dish are unique in two ways: the Courtyard Waikiki Beach
team upholds, and stands by, both Marriott’s and Outrigger’s
values. The 6-Paddles Process has helped them successfully
blend the two cultures, and has also helped them better
understand themselves, our Outrigger values, their team’s
cultural diversity, and ways of doing things differently – and
better – on a daily basis.
Alaka‘i representing Holiday Inn® Waikiki Beachcomber:
Evelyn Garcia, Natalie Caceres, Dean Nakasone,
and Darnell Zablan
The Holiday Inn Waikiki Beachcomber Resort ‘ohana describe their
culture as celebrating, “Two Brands, One ‘Ohana” – Outrigger
and Holiday Inn. Since beginning their 6-Paddles celebration in
mid- 2010, they have accomplished much starting with associating
the Ke ‘Ano Wa‘a values with Holiday Inn’s “Stay Real” culture
and their values of “Be Ready, Care, Take Action, and Be Loved.” Recently, employees were given the opportunity to set their top
three goals for work, life, and “Stay Real.” Goals were then posted
on the Ke ‘Ano Wa‘a board. This project has created such a positive
“buzz” that the next paddle will be to check on the status of the
goals and ways we can finish the year to meet these goals. Employees
have benefited from this exercise by identifying goals and ways to
tackle their ambitions. It also allows everyone to view other’s goals
so that employees can support each other.
Navigator Level Achievement Awards
Alaka‘i representing the Outrigger Reef on the Beach:
Tino Geronimo, Nicole Turner, Luana Maitland,
Jo-Ann Yonamine. Not pictured: Maka Iosua, Frank Poei,
Debra Chan, and Robert Bauer
Re-launched as a brand new hotel following a major renovation, the
6-Paddle process couldn’t have come at a better time. The ‘ohana
describe their voyage as one of re-discovery for some, and a journey
into the unknown for many. Celebrating Who We Are became a
celebration of each individual’s uniqueness, and appreciating each
person more. Celebrating Where We Come From was a time to
celebrate the each culture in the workplace. Celebrating What We
Do brought a renewed sense of pride and a deeper appreciation
for what other people do. It helped everyone see where they fit in
the larger Outrigger puzzle. Celebrating Why We Do (What We
Do) reinforced Outrigger’s mission and values. Guest notes were
posted on a bulletin board to remind everyone of why they come
to work each day. The process prompted employees to think about
their families, as they are the inspiration that drives us to do what
we do. Re-visiting familiar paths was refreshing, and venturing out
onto new horizons was exhilarating. Continued on page 12
Saturday Briefing
Page 11
2010 Pookela Excellence in Leadership Awards
Continued from page 11
Alaka‘i representing the Outrigger Waikiki on the Beach: Standing: Herman Lam, Ethan Chang, Shawn Usami, Todd Wakida,
Anna Ko, Robert McConnell, Dustin Chen, Robert Uchida. Seated: Cindy Castillo, Carol Ly, Amy Chock, Ivy Kwok, Janice
Shizumura, Lorna Benigno, and Shae Gallardo. Not Pictured: Puna Ortega, Lono Padilla, Kevin Nakamichi, and Clinton Ogawa
The Alaka‘i took their role seriously, and with a lot of heart,
enthusiasm, and creativity, when the 6 Paddles process was
introduced in 2008. Paddles 1-3 were celebrated with a performance
of a Hula Kahiko entitled “Ua Nani A‘o Kona,” written and
choreographed by a member of the Outrigger Waikiki ‘ohana.
In each department, a Ke ‘Ano Wa‘a board displayed examples of
how employees personally demonstrated the Outrigger “Value of
the Week”. During the Kina‘ole week alone, 339 shining examples
were compiled! Community outreach activities ranged from the
Charity Walk and the Waikīkī Improvement Association’s Beach
Clean Up, to Memorial Day Lei Making and Career Day for a
local elementary school. As one employee said, “We are thankful
to have the opportunity to share these stories and participate in
these activities that motivate every employee to be their best.”
Alaka‘i representing Company Services: Back: Valerie Tanaka, Michelle Paiaina-Makua, Christine Kok, Terri
Escritor, and Ashley Cabradilla. Front: Crystal Salavea, Napua Ho, Kathy Foley, Kathy Hansberry, and Char Luning
Not Pictured: Audrey Lee, Beverly Villanueva, Chad Teramae, Danette Bolosan, Lorry Ijima-Sato, and Sally Lu
Company Services face a unique challenge -- departments periodically
interact for business purposes, but rarely come together as a single
entity. The 6-Paddles Process prompted our Company Services staff
to view themselves as a larger unit. In the early stages of Ke ‘Ano
Wa‘a, individual departments would celebrate on their own. The
Alaka‘i team then reached out to each other to span their network
of relationships and implemented a variety of events together to
increase participation from all Company Services. One of the most
talked about events was the Paddle 2 lunch-time celebration “Around
the World in Sixty Minutes”. Company Services was divided into 7
world zones, and staff made, or ate, their way across the world as they
visited designated departments featuring activities and foods of the
places they represented. The major impact of celebrating together is
increasing interactions between departments and an awareness of the
value of each person’s roles as part of the bigger picture. Stargazer Level
Alaka‘i representing the Outrigger Kiahuna Plantation: Faye Fernandez, Gana Maheshwaran, Marianne Thesken, and
Donna King. Not Pictured: Dale Verkaaik, Momi Livingston, Nida Constantino, Tim Blum,
Fernando Constantino, Sherry Oyamot, Harris Nishikawa, and Ed Horner
This ‘ohana started their voyage in 2008 at a time when they
were sitting on top of the world. 2007 was a phenomenal year,
and Kiahuna enjoyed its first milestone month in July 2007
and another in February 2008. Then, the economic downturn
hit. In spite of tough times, employees rallied to service guests
from the heart with their very best hospitality and celebrate
the Ke ‘Ano Wa‘a 6-Paddles process. Keeping connected to
Outrigger’s values brought employees closer together, making
it easier to weather the economic downturn and successfully
manage relationships with owners. In the summer of 2010, the
resort was voted among Best Places to Work on Kaua‘i, and in
April 2011, the resort celebrated their 15th anniversary with
Outrigger… with 33 (a third of their employees) also celebrating
15 years of service.
Saturday Briefing
Page 12
Continued on page 13
2010 Po‘okela Excellence in Leadership Awards
Continued from page 12
Alaka‘i representing the OHANA Waikiki East: Alan Naito, Yuet Oy Au, Maile Okuma, Denise Torres, and Pono Umuiwi
The Alaka‘i have employed very creative means to celebrating
Ke ‘Ano Wa‘a and the Six Paddles Process. One of their most
memorable events emphasized their cultural diversity through
the sharing of ethnic foods and wearing the dress depicting
their ethnicities. Alaka‘i complemented the event with video
interviews of their employees talking about some of their
favorite places. In 2008, the OHANA Waikiki East served as
the pilot for Outrigger’s bottles and cans recycling program on
O‘ahu and have helped other Outrigger-managed hotels begin
similar programs with proceeds benefiting a local charity. The
three-year vision of the OHANA Waikiki East employees is to
enhance their Ke ‘Ano Wa‘a values and 6-Paddles process with
more sense of place and Hawaiian culture education programs
that will benefit its hosts and guests.
Alaka‘i representing Embassy Suites® - Waikiki Beach Walk®: Michael Goodue, Carol Lopes, Gowil Viloria, Shantel Burns,
Elman Pagaduan, Karen Mashiba, Josh Shimaoka, Leonida Lumantas, Reuben Nakagawa, and Anthony Kinoshita.
Not Pictured: Danette Bolosan, Kalae Chung, Marsha Kapu, Peggy Napaepae, Edwin Martinez, and Yvette Ahuna
This ‘ohana is committed to their vision: We rediscover our
unique place and purpose within Outrigger’s mission, making
our jobs and what we do more meaningful and personally
gratifying.The team supports the vision through a variety of
events of activities: Consistently celebrating their popular Suite
Bucks, Suite Talk, and Team Member Recognition lunches;
Integrating the values into Embassy training initiatives; Posting
acknowledgements of employees’ successes, major property
events, new employees joining the Embassy ‘ohana; Integrating
the values into the “Word of the Week” during daily briefings;
and Creating Hawaiian culture story cards for guest suites. The
collective efforts of all employees working together joyfully
continues to create a unique guest experience, and doing so
with heartfelt aloha for each other.
Alaka‘i representing OHANA Honolulu Airport Hotel & The Best Western Plaza Hotel: Florida Antonio, Rudy Fao,
Robert Dutcher, Robert McConnell, Terri-Ann Chew, and Shawn Usami
The Airport Properties are two properties, with Managers who
support the operations of both properties. Through their 6paddles journey, the employees have become ONE ‘OHANA,
ONE TEAM. They’ve had several combined activities that have
brought the two properties closer and focused on a common
goal to be better hosts. The properties planned and held at
least one Ke ‘Ano Wa‘a activity every 2 months for the past two
years straight, and took every opportunity to weave the values
into other programs and events. Their three-year vision for
Ke ‘Ano Wa‘a is to encourage the two properties to strive for,
and achieve, personal growth and success. The employees will
continue to seek innovative ideas towards reducing their global
footprint, which will in turn improve the hotels performance
and significantly increase cost savings and dedication to caring
for our environment.
Continued on page 14
Saturday Briefing
Page 13
2010 Po‘okela Excellence in Leadership Awards
Continued from page 7
Congratulations to our outstanding nominees for the Ke ‘Ano Wa’a Leadership Awards and Exceptional Achievement Awards:
Aileen Geronimo, Alena Namoce, Alena Ranadi, Alison Nagamine, Amy Honey, Anasemeci Gavidi, Anna Ko, Apikali Tulele,
Atisha Reddy, Beverly Fidel, Beverly Villenueva, Carol Hanna, Carol Lopes, Christopher “CJ” Sword, Debbie Akau, Divina Garcia,
Divya Reddy, Dustin Chen, Edguardo Desamparado, Engelin Kumar, Farheen Ali, Gary Corriea, George Poon, Gina Reeves,
Grace Nakamura, Herbert Kauhane, Herman Lam, Huyen Tran, Ivy Kwok, Jamie Wong, Janice Shizumura, Jeannie Gaminde,
Jim Heather, Jin Lee, Jin Soo Moon, Jody Munetake, Jolyn Nihipali, Joshlen Rose Weller, Jun Hwan Lee, Junior Saico, Kani
Copp, Kat Reese, Kavita Singh, Kenneth Kan, Kim Miranda, Kimo Miguel, Kini Sarai, Lea Panes, Leigh Bulseco, Lito Naira,
Loata Korovou, Marica Talemaiossiterlia, Mere Thaggard, Mereani Vosarewa, Mererai Ratulevu, Milinia Donu, Milinia Volovola,
Mohammed Jiffry, Myra Kuboyama, Parmeshwari Dewan, Paul Horner, Reuben Burke, Romeo Valdez, Ronnie Cabo, Rosita
Rosete, Rosie Wroten, Rostin Honda, Sainimili, Shaline Pillay, Shalini Pratap, Sheetal Kumar, Shiloah Watai, Shivanjai Lata, Siteri
Navuso, So‘o Tana, SueAnn Wells, Suzanne Doty, Tammy Awong, Teri Takahashi, Tim Blum, Tino Geronimo, Titilia Buloubuli,
Tom Wakita, Troy Hiura, Veronica Claveran, Vitalina Tinanivalu, and Yvette Bhurrah.
Charity Walk ~ The Tradition of Kōkua Continues
By Kathy Foley
Last week our neighbor island ‘ohana put their best slippah
forward to raise monies for Hawai‘i’s charities. This week, our
O‘ahu ‘ohana stepped out in similar fashion. The final results? A
whopping $1,155,100 was raised statewide with 10,950 walkers
giving from the heart for those less fortunate.
As is tradition, we hosted the most upbeat checkpoint of the
walk at our Waikiki Beach Walk® promenade and thank the
following volunteers who set up, manned, and broke down the
checkpoint: Alison Nagamine, Ally Fa, Amanda Lacaran, Bob
Yeoman, Bronwyn Marshall and son Talor, Bruce Musrasrik,
Char Luning, Conchita Malaqui, Dan Daniels, Danette
Bolosan, Ellie Agustin, Embassy Suites® Waikiki Beach Walk®
Maintenance, Gavan Conway, Heather Valdez, Jean Rolles,
Jerry Dolak, Jo-Ann Yonamine, Kaipo Ho, Kathy Foley, Kathy
Hansberry, Kathy Oyadamori, Leonida Lumantas, Linda
Honma-Lacaran, Michael Loughead, Michelle Paiaina-Makua,
Myra Kuboyama, Nancy Daniels, Nikki Fa, Ofelia Valdez, Patty
Val Tanaka, Kaipo Ho, Mufi Hannemann
(Hawai‘i Hotel & Lodging Association President) and Myra Kuboyama
Saturday Briefing
Page 14
Foley, Peggy Chasteen, PK Kaahanui, Reid Yoshida, Sandy
Kaleohano, Sara Loughead, Sharon Okada, Sheryl Yee, Terri
Escritor, Val Tanaka, and Yumiko Yeoman. Mahalo also to our
soundman Ray Fernandez, who kept our checkpoint lively, as
did Hawaiian 105 KINE’s Randy Hudnall, and to our cocheckpoint partners McDonald’s and Ronald McDonald.
To our Charity Walk Committee: Alison Nagamine, Audrey
Lee, Char Luning, Danette Bolosan, Jerry Dolak, Jo-Ann
Yonamine, Kathy Foley, Kathy Hansberry, Michelle PaiainaMakua, Nancy Daniels, Peggy Chasteen, Sheryl Yee, and Terri
Escritor, the orchestration of the checkpoint was done with
Kīnā‘ole and Aloha ~ Mahalo!
As promised, below and on the next few pages are photos
from the walk on O‘ahu. Look for more in next week’s Saturday
Briefing as well! Enjoy and IMUA, Outrigger!
More photos on pages 15 - 17
Patti Blezard and her husband Jack with Toshi, the pompom-eating Shiba Inu
Charity Walk ~ The Tradition of Kōkua Continues
Continued from page 14
Sitting: Linda Honma-Lacaran and daughter Amanda. Standing: Ruthann
Yamanaka, Sharon Okada, and Jean Rolles ~ Superior Stampers!
Kaipo Ho, Bronwyn Marshall’s son Talor, Leonida Lumantas, and Heather and Ofelia Valdez
Volunteer aficionados Sandy Kaleohano, Char Luning, and PK Ka‘ahanui
Tanya Scanlan (second from left) enlists her entire ‘ohana for the cause
Housekeeping Rocks! Myra Kuboyama, Lilia Arca, and Herminia Agbayani
Jenny Pang and daughter Innika and Eva Bumagat and her husband
Saturday Briefing
Page 15
Charity Walk ~ The Tradition of Kōkua Continues
Continued from page 15
Lori Lai, Mercy Valdez, Rex Freitas, Lori Ishiyama, and Marisa Sakamoto and her husband Keith
Joy Uchida and husband Dean
Saturday Briefing
Page 16
Pono Umuiwi and friends
Donna Leong and husband Robin Uyeshiro
Nancy and Barry Wallace, Pam Niesz, Ryan Chun, Nancy Brunner, Dean Nakasone and Sammy
SueAnn Wells (back center) with Outrigger fan friends
Charity Walk ~ The Tradition of Kōkua Continues
Continued from page 16
Yu Shin Ng and daughter, Ji Qiao Liang, and Yuet Chun Liang
Sue Chang and husband Norman
Susana Macadangdang, Elizabeth Aguinaldo, and Mark Paz
Conchita Malaqui, Sheryl Yee, Aitogi Totemese (right) and her cousin (second from right)
Jane Inouye (center), husband Harold and daughters Jena (left) and Angela (right)
Purie Garcia and Tino Geronimo (right) with his son
Saturday Briefing
Page 17
Leading in Times of Change
Continued from page 1
witnessed that attack. In fact, we came pretty close to being
casualties, too. While we watched enemy aircraft fly in and
out of a huge pillar of smoke rising from Pearl Harbor, we
heard a high-pitched whine overhead. This was followed
by a flash, a loud roar, and shockwaves as the intersection
of Kuhio and Lewers Street blew up, just two blocks away.
(That’s the corner where the OHANA Waikiki Malia and the
Courtyard® by Marriott® stand today.)
We’ll never know if that blast, or many others around
town, were caused by Japanese bombs or U.S. anti-aircraft
shells that fell back to the ground, but shrapnel from the
Kuhio blast drilled holes in the adjacent buildings and
peppered the patio where my family and I were standing. We
took cover immediately.
Among the many changes wrought by the war, one was
the introduction of several million American soldiers, sailors,
Marines, and airmen to Hawai‘i, as they passed though on
their way to battles in the Pacific. Many of them would later
return with their families as tourists – and some as residents
– in the decades that followed.
Although tourism was beginning to come back to life in
1947, in Hawai‘i and elsewhere, it was light-years away from
the robust industry it has become today. Travel & Tourism
now account for one out of every 12 jobs on Planet Earth
– and one out of three jobs here in Hawai‘i.
Things were a lot simpler and slower back then.
Reservation requests for rooms at our first hotel, the Islander,
came primarily by mail, and my mother answered them
individually, using a manual typewriter, and mailed out her
confirmations with three-cent stamps!
My sisters and I helped out by folding towels and
serving pineapple juice to our guests under the kiawe trees
behind the
Islander. There
is nothing that
better describes
the essence of
our Deep Roots
than the true
local hospitality
of that kind
of service.
Hospitality of
this kind has
distinguished
our company
from the
beginning,
and it lives on
– amid all our
New Shoots – in
the concept of
Saturday Briefing
Page 18
ho‘okipa, a central tenet of Ke ‘Ano Wa‘a, the Outrigger
Way, which encourages all our employees, everywhere, to
share with guests the history, culture, aloha, and hospitality
of their home.
Later, I “graduated” from serving juice and worked as a
bellman, carrying guests’ luggage to their rooms in that first
five-story walk-up. I felt so lucky when I was rewarded with a
25-cent tip.
After dark, Splash Lyons, a Hawaiian “beachboy” by day,
sang and played ukulele at the poolside bar in the Edgewater,
our second hotel, located where the Embassy Suites®
– Waikiki Beach Walk® now stands.
When it opened in 1951, the seven-story Edgewater was
called the tallest building in Honolulu. I guess the recordkeepers didn’t consider the Aloha Tower a “building.” The
Edgewater was also the first hotel in Waikīkī to have a selfservice elevator and what seemed like a huge swimming pool
– which a lot of people thought was a misguided effort since
the hotel was less than half a block from the beach.
In those early days, most visitors arrived by ship and
stayed for several weeks because, when the voyage took four
or five days each way, you’d be crazy to turn around and go
home after just a week. “Boat Days” were festive events in
both Honolulu and Waikīkī.
But the beginnings of mass tourism were only a dozen
years away.
The first wing of the Outrigger Reef was opened
in 1955. In 1959, Hawai‘i achieved statehood and jets
began delivering tourists by the planeload. Roy Kelley had
developed pernicious anemia and did not feel well, but to
keep a building permit alive, he decided to start construction
on the Mauka Tower of the Reef Hotel anyway. Thanks to
good medical care, Roy recovered, and the new rooms were
filled as fast
as they were
completed,
sometimes before
the curtains or
even the doors
were in place.
In 1969,
with the advent
of jumbo jets,
the planeloads
practically
doubled in
size. Tourism
mushroomed
from 25,000
visitors in
1947 to nearly
Continued on page 19
Leading in Times of Change
Continued from page 18
300,000 in 1960, over 1.7 million in 1970 and nearly 4
million in 1980.
To put that in perspective, in 2006, the peak year to date,
Hawai‘i played host to over 7.5 million visitors. Since the
recession began, it has dropped noticeably, but last year we
still had about 7.1 million.
As the tourist tide began to rise, Roy Kelley and tour
operator Bob MacGregor joined forces to start a tour bus
company to move large numbers of people to and from the
airport and around the Islands for sightseeing. They also
started an auto-rental company and a taxi business because
they saw needs that were going unserved.
MacGregor – the consummate entrepreneur – also
formed a company to manage parking lots, a Pearl Harbor
cruise company, a weekly visitor publication, a Polynesian
show, a liquor store and a pharmacy.
So you can see that today’s visitor industry was not
born full-blown, overnight, like the Greek goddess Athena
springing from the head of Zeus. It developed bit by bit,
growing and evolving to meet new and changing needs.
Meanwhile, the peace that settled over the world at the end
of World War II was not destined to last. First came the
Korean Conflict, from 1951 to 1953.
In 1955, the U.S. began to send military advisors to
Vietnam. By the time the Outrigger Waikiki was completed
in 1966, the war in Vietnam was going full blast. At
America’s peak involvement in 1968, there were over half a
million U.S. troops in that country.
After serving a year in the war zone, our troops were
given a week of “rest and recreation” – R&R. Those who
were married or in a serious relationship often spent that
week in Hawai‘i, filling the rooms at the Outrigger Waikiki
and our other hotels.
After the Vietnam peace agreements were signed in
1974, we needed new visitors to fill the rooms at the justcompleted Outrigger East, West, and Surf hotels. So, we
turned to U.S. and Canadian wholesale tour operators and
a network of retail travel agents, communicating with them
by phone and taking advantage of new, less expensive WATS
rates – Wide Area Telephone Service – that had finally been
authorized for Hawai‘i.
Contracts with tour operators were negotiated face-toface and finalized by summer. Brochures were printed for the
next year, warehoused and distributed to travel agents.
We toured major mainland cities with Hawaiian
entertainers and put on shows for retail travel agents. I could
tell you a few amusing stories about those road trips … but
I’ll save that for another time.
The airlines and the Hawai‘i Visitors Bureau joined
in these promotions. United Airlines marketed Hawai‘i as
“Our Little Corner of the World.” And, for quite a few years,
“getting there” really was “half the fun.” It was a virtual inflight party with stewardesses (am I allowed to say that word?
I’ll revise: “flight attendants”) decked out in lei and muumuu
who kept the mai tais flowing.
Needless to say, there were no body searches or baggage
screenings. Sadly, flying today just “ain’t like it used to be.”
All in all, the Waikīkī tourist experience of the 60s,
70s, and 80s was a far cry from that of 1947, but it was also
nothing like the world we live and work in today.
In the new millennium, technology has challenged
and changed everything we know and do. Information is
moving around the globe at the speed of light. Our planet
has shrunk. Formerly isolated population centers now
have the means to design, manufacture, promote, sell,
finance and deliver products and services to anywhere in
the world. The United States is no longer the only driving
force in the world economy. Nor is it any longer the main
source of tourists.
Travel & Tourism are changing rapidly too.
Reservations are no longer handled by typewriters and snail
mail. Reservations technology has outgrown WATS lines
and is now handled by email, fax, and Voice over Internet
Protocol (VoIP) by agents working from “virtual offices” in
their own homes … perhaps even in shorts and a T-shirt …
or pajamas and slippers!
While we still work with travel agents and tour
operators – and we love them dearly! – we also work with
companies that didn’t even exist a decade ago: Travelocity,
Expedia, and more online travel aggregators with
improbable names than I can list. In fact, if I tried reciting
them all, I’d probably fail, since one or two new ones would
no doubt spring up before I was halfway through the list!
At the same time, the world of Travel & Tourism has
changed in yet another fundamental way. In the old days,
if guests had a less than satisfactory experience, they would
complain to the manager, or perhaps even write to the
president of the parent company.
Today, unhappy guests are likely to air their grievances
on Facebook, Trip Advisor, or any one of a host of online
sites, putting our slightest missteps instantly on display
for everyone in the world to see. In the 21st century, every
guest is a potential hotel reviewer, and each and every one
of us is under the microscope 24/7 – 365 days of the year.
And that’s just the tip of the iceberg. In the new world
we inhabit, we are no longer operating just hotels, but
condos, and timeshares as well.
In fact, we’re not just a hospitality company anymore.
We’re often involved in the development process. We work
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Saturday Briefing
Page 19
Leading in Times of Change
Continued from page 19
with finance and development companies to provide technical
– and especially – when greeting weary, grumpy guests
assistance in the design and construction of hotels. We manage
who have just arrived after a long, grueling flight or an
and market completed projects. Sometimes we contribute some
exasperating airport experience.
equity to a project – but usually less than a majority share.
And finally, we all need to keep our Deep Roots always
And we’re not only operating Outrigger and OHANAin mind, so that we never lose sight of what distinguishes
branded properties, but also properties flying the flags of
us from our competitors: authentic local hospitality.
Marriott, Hilton, Holiday Inn, Embassy Suites, and other well In today’s world, and tomorrow’s, there will be fewer and
known brands.
fewer routine days.
In this new world, our guests are coming from new areas
Can we do it? Will we survive?
– most notably from Asia, and our Asian guests are no longer
YES!!!
just from Japan.
YES, if we are willing to work hard to understand, to
And, as so many of you well know, these Asian visitors
learn and to adapt as the world changes around us.
are not only coming to
Charles Darwin’s
our properties in Hawai‘i
work showed that even
… we are going to them
. . . if we want to keep and grow our
in the most challenging
as well, establishing new
circumstances, some
properties in more and
share of this exciting but voraciously
can survive. Leon C.
more Pacific and Asian
Megginson summarized
competitive
industry,
our
company
locations.
Darwin’s findings,
These guests speak
must
continually
change,
adapt,
stay
writing: “It is not the
different languages, eat
strongest of the species
different foods, and
ahead of the curve - and stay on top of
that survives, nor
have different customs,
the most intelligent
expectations and needs.
our game.
that survives. It is the
This means that if we
one that is the most
want to keep and grow our
adaptable
to
change.”
share of this exciting but voraciously competitive industry, our
So, we all need to change and adapt. Every day will give
company must continually change, adapt, stay ahead of the
every member of our ‘ohana a chance to:
curve – and stay on top of our game.
Learn or do something new.
We have to learn to do business in new locations, in new
ways, in new languages, and with new customers and new
Do something in a way that’s better than they’ve ever
partners. In Australia and a few other places, we even have to
done before.
learn how to drive a car from what feels like the passenger seat!
Share their knowledge and skills with someone else.
All this means that individual members of our ‘ohana
Make that day a very special and unforgettable occasion
will have to change and broaden their perspectives too. We
for a guest, a coworker, a friend, a family member or
all need to …
someone else they’ve never met before.
Take a global view of business, politics, and the economy.
Keep up to date with ALL the changes in the Travel &
I hope that at this conference, the speakers, the
Tourism industry – not just the hospitality business, but
presentations, and the information you receive will give you a
distribution, sales, demographics, airline developments
head start on dealing with the challenges ahead.
… you name it!
I have every confidence that managers like you will
Understand the competition.
successfully lead our great company and help it keep
Learn new skills.
sprouting exciting “New Shoots” while holding fast to the
Learn how to sell, market, and communicate using
values of our “Deep Roots.”
the latest technology including social media such as
I also hope that the receptions and coffee breaks will give
Facebook and Twitter.
you a chance to better know your colleagues in this great and
Learn new languages.
unique hospitality company – the members of our ‘ohana
who will be moving forward and adapting to change with
And perhaps even live and work in unfamiliar new
you, side by side, in the months and years to come.
locations.
I’m delighted that you’re all here for this experience.
All the while, continuing to provide standout guest
experiences and warm hospitality at all times, even
Mahalo and Aloha!!!
“
”
Saturday Briefing
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