Our Housekeepers Our Titans, Our MVPs

SEPTEMBER 12, 2015 A MESSAGE FROM RICHARD R. KELLEY TO OUR OUTRIGGER ‘OHANA Our Housekeepers – “Our Titans, Our MVPs” By Dr. Richard Kelley At Out...
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SEPTEMBER 12, 2015

A MESSAGE FROM RICHARD R. KELLEY TO OUR OUTRIGGER ‘OHANA

Our Housekeepers – “Our Titans, Our MVPs” By Dr. Richard Kelley

At Outrigger® Hotels and Resorts, we have taken some time away from our regular duties over the past few days to honor our extraordinary Housekeeping team. At locations stretching across the Pacific and Indian oceans, from Hawai‘i to Mauritius, we are pausing to recognize those who work tirelessly every day of the year to keep our rooms and public areas looking great, and to thank them for everything they do. Even though they work quietly, far from the limelight, our Housekeepers do a magnificent job. They perform their duties flawlessly 24/7/365 – all day, every day of the week, all year long, even on Christmas Day. Regular readers of Saturday Briefing are probably aware that I have a special place in my heart for our Housekeeping staff. I am sure this has something to do with the fact that I started my hotel career 68 years ago folding towels in the Housekeeping Department of our company’s first hotel, the five-story Islander at 351 Seaside Avenue, a block off Kalakāua Avenue in the heart of Waikīkī. The Islander’s Housekeeping Department was not much to talk about. It was crammed into a small storage area behind the building. Racks with linen and towels lined three sides of the room. A 4-by-8-foot sheet of plywood mounted on “saw horses” in the center served as a table to fold towels that had been laundered in a row of residentialquality Kenmore washing machines purchased from a Sears Roebuck department store. Since the Islander had no elevators, Housekeepers had to carry sheets and towels up and down five flights of stairs. But, there was more! They would also clean and make up rooms in numerous outlying cottages – annexes to the main hotel building – up to several city blocks distant. Heaven help them if they had to run back to get a pillowcase or towel that had somehow been forgotten. It happened to me on more than one occasion! But it certainly kept us all in tip-top physical shape! That experience left a lasting impression on me and gave birth to the enormous respect I have for our Housekeepers. Readers may also recall that during Housekeepers Week, I usually seek a metaphor for the vital role that Housekeepers

play in the success of our hotels. This year, I believe the term “Our Titans, Our MVPs” really captures our Housekeepers’ spirit. The Merriam-Webster dictionary says that a titan is one that “stands out for greatness of achievement.” That certainly describes our housekeepers both individually and as a team, particularly this year. Dr. Richard Kelley In the U.S. National Football League (NFL), life is not easy. Only those who are strong, skilled and dedicated succeed. A handful of the very best are named “Most Valuable Players” or MVPs. Sometimes, MVPs are just fictional characters that appear in novels, movies and Internet games. Fortunately, there are also many real-life world champions who accomplish extraordinary feats in a wide range of pursuits, thus playing a significant role in improving the quality of life on our planet. Marcus Mariota | Our MVP Housekeepers

“...are our Housekeepers MVPs? Absolutely!” This year, Marcus Mariota, quarterback for the NFL’s Tennessee Titans, is a particularly noteworthy MVP. His full name is Marcus Ardel Taulauniu Mariota. Born in Honolulu, Hawai‘i, he grew up admiring the playing of Jeremiah Masoli, a fellow Samoan-American, who was a standout quarterback at Honolulu’s St. Louis School and, later, the University of Oregon. Our Housekeepers >> 8 Page 1

Happy birthday! CALENDAR OF SIGNIFICANT EVENTS CELEBRATED WORLDWIDE

FIJI Sept. 19-25

Coral Coast Carnival. Coral Coast, Fiji.

Sept. 13-19

International Housekeepers Week 2015.

GLOBAL HAWAI‘I Fri., Sept. 18 4 p.m. Outrigger Resorts celebrates Aloha Festivals. Waikīkī, Honolulu, HI. Visit: http://goo.gl/Ml3vIG Sat., Sept. 19 6 p.m. UC Davis vs UH (football). Aloha Stadium, ‘Aiea, HI. Visit: http://goo.gl/QIlPqo Sat., Sept. 19 7 p.m. Waikīkī Ho‘olaule‘a. Kalākaua Avenue, Waikīkī, Honolulu, HI. Visit: http://goo.gl/t5v7YH Sun., Sept. 20 Nā Mele No Nā Pua Sunday Showcase with Kapena. Waikīkī, Honolulu, HI. Visit: www.waikikibeachwalk.com

THAILAND Sept. 19 and 20 Amazing Taste of Thailand “Lan Mangkorn.” Thalang Road, Muang, Phuket, Thailand. Sun., Sept. 20 Lard Yai Weekend Market. Old Phuket Town, Phuket, Thailand.

UTAH Sun., Sept. 20 9 a.m. XTERRA Trail Run Nationals. Snowbasin Resort, Ogden, Utah. Visit: http://goo.gl/gUeHu7

Sept 23: Madeline G. Agcamaran, Titilia Raiyawa Dakua, Pakorn Hoo-kheaw, Soen Lifang, Sunisa Namdokmai, Thidarat Prapasrang, Florida Sonis, Isidro Tinoso and Sebastian Julian Vollmer. Sept 24: Barbara J. Awa, Akara Chumjan, Tagumpay B. Garcia, Ismail Hassaan, Benny Laguatan, Sharon Mae C. Lampitoc, Princesa Grace Mello, Jirawanwadee Onjun, Marisa A. Sakamoto and Han Qin Wang. Sept 25: Miguel Da Cruz, Angelita Ramos Ganitano, Joel Gemina, Iofina Isack, Shynal Sanjit Kumar, Lynda Mae Marzan, Annie-Lu Navarro, Sandy I. Niihau, Chittaphon Saphanthong, Marvin T. Shin, Metuisela Tabua and Walter C. Tolentino. Sept 26: Marlene M. Espinda, Ledua Kalokalo, Nilo D. Madarang, Epineri Erinimo Nagata, Phichet Sinprakan, Sesenieli Tomeru and Sefanaia Volau. Sept 27: Maria L.C. Almogela, Marcy Augustine, Nelson D. Bueno, Edward E. Case, Anne Marie Christiane Gafoor, Judy M.H. Lin, Parachan Masook, Muhamad Udin Purtally and Donny K. Salis. Sept 28: Zandro E. Bacaltos, Tavenisa Lewavavai Elbourne, Makana M. Field, Kristin Kelly, Yin Ching C. Lam, Dennis T. Nakachi, Sigfredo C. Raquini, Kalesi Rokotavo, Tadsanee Sukcharoen and John Taisipic. Sept 29: Imaal Ahmed, Sosima D. Cajudoy, Wing Keung Chan, David N. Hasegawa, Kevin K. Kamakaiwi Sr., Sunikarn Kraigate, Muaviyath Abdul Latheef, Lilikoi E. Hazelaar Naish, Dineswarsing Oochit and Sirawit Sanguannam.

SATURDAY BRIEFING Saturday Briefing is published weekly by and for hosts of Outrigger Enterprises Group (OEG) Editor-In-Chief Richard Kelley

Visit us online at www. saturdaybriefing.outrigger.com

Supervising Editor Pila Hanson

Submissions to Kathy Foley at [email protected] by Wednesday noon (Hawai‘i time)

Senior Editor Kathy Foley Contributing Writers Hosts of OEG

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© 2015 Outrigger Hotels Hawaii An Equal Opportunity Employer

Fiji’s Coral Coast hoteliers shine spotlight on “mums” By Donna Parkin

At the 13th annual awards event that received in excess of 3,000 nominations, Outrigger Fiji Beach Resort was recognised in two categories.

Peter Hopgood onstage accepting the award

A significant contribution by the Coral Coast Chapter of the Fiji Islands Hotel and Tourism Association toward the construction of a new maternity ward at Sigatoka District Hospital was recognised at the 2015 HM Awards for Hotel and Accommodation Excellence. The award for Service to the Community was made at a 600-strong black tie dinner at Sydney’s prestigious Town Hall and was accepted on behalf of the association by its chairman and general manager of the Outrigger Fiji Beach Resort Peter Hopgood. Peter also received the HM 2015 South Pacific General Manager Award at the ceremony. He said the new maternity facility, that was officially opened in January this year, had already been of enormous benefit to the women of the Sigatoka-Nadroga district. “My Coral Coast resort colleagues and I have worked closely with the government to have this new facility. . . built,” he said. Peter said the Coral Coast Hotels Association had also raised monies to support other projects at the hospital such as extensions to the outpatients ward, refurbishment of the operating theatre and the construction of an accident and emergency ward. “We have held charity golf tournaments, raised money from major corporations such as Tappoo, Jacks

Peter, James Wilkinson (editor HM Magazine), and Donna Parkin

of Fiji, Prouds, ANZ, Marsh, Vodafone and Fiji Water. . . in the development of the hospital,” he said. The next charity golf tournament scheduled for November 2016 will raise money for a Medivac Helipad at the Sigatoka District Hospital. At a resort level, Peter was responsible for initiating a direct-action Community Tourism Project at the Conua School in the Sigatoka Valley that enables resort guests to volunteer a day of their time during their holiday. Thanks to the generosity of guests, the construction of a large bure or meeting hall that will accommodate 100 people is scheduled for completion at the end of the year. He also implemented a monthly departmental project schedule for his resort staff that entails each department undertaking one community project a month. Projects have included cleaning up the highway and beach surrounding the resort, maintenance upgrades at local schools, developing a Junior Chefs challenge among regional schools, supporting a drowning prevention program and the Benevolent Mission International eye specialist consultations for local villagers. As a brand, Outrigger Resorts has developed a strong values-led, community focus at each of the destinations in which it operates.

MOMENTS OF AL HA Outrigger Reef Waikiki Beach Resort

“You were the first stop of several islands on our trip to Hawaii. We had the pleasure of having Alohalanni [Alohalani Alapai] check us in. This trip was to celebrate our 50th Anniversary. We tried 50 years ago to come to Hawaii on our honeymoon, but I received orders to Viet Nam instead. When Alohalanni heard this she upgraded our room from an Ocean view to an Ocean front. She

also had a bottle of Champagne sent to our room. Since we checked in late in the evening we had a small problem with contacting our tour bus company that we were scheduled for the next day for a tour to Pearl Harbor. She worked tirelessly in trying to contact someone that could help us. She made several phone calls to no avail, but did locate the tour company’s desk that was nearby for us to contact directly early

the next morning. We missed that day’s tour, but were able to book the very next day. Without Alohalanni’s help, this would have never happened! She was super pleasant and joy filled. She is truly an asset to Outrigger Reef and is the reason why we will come back to Outrigger on our next trip to Hawaii and will share this wonderful experience with our friends.” John & Gloria Bodoki, Chicago, IL Page 3

Four Paddles: Flavors of the Malia By Amante Castro

On Sept. 1, hosts of the OHANA Waikiki Malia invited our guests and owners to participate in our first “Flavors of the Malia,” as we celebrate Ke ‘Ano Wa‘a Paddle 3, “Caring for our Guests.”

So’o Tana and guests Hiroaki and Tomoko Sengoku

So’o Tana, Ken Asato and Junko Austin

Food tasting of our hosts’ favorite fare from their respective countries garnered an impressive 85 percent participation. This was truly a heartfelt gesture as we shared our love of our culture - and food - with our guests.

So’o Tana and Amante Castro

Guests Yuki, Kazue and Karen Iwashita

Guests Yoshie Ujiie and Yukiko Honda

Guests Jim and Aiden Lichtfuss

Sharing our love of cultural fare with our guests Four Paddles >> 5 Page 4

Four Paddles: A sense of mālama (to take care of) By ESteam Alaka‘i

CARING FOR OUR GUESTS - Our four hospitality principles A HEARTFELT WELCOME – We are personable and gracious hosts, welcoming everyone with warmth and generosity

Embassy Suites by Hilton™ - Waikiki Beach Walk hosts create the perfect sense of mālama for our guests with a relaxing checkin experience including a refreshing, chilled beverage to celebrate their arrival. A specialized dossier quickly provides personalized guest information upon checkin allowing us golden opportunities to Make it Right the first time! A “tool box” of amenities is readily available to present to guests at check-in to embrace the special occasion. Our food and beverage hosts provide an option to welcome guests with personally delivered “suite” scrumptious, edible amenities.

Summer family-friendly amenity kits are bringing big smiles to guests young and the not-so-young! They feature Embassy Suites coloring books, crayons, a family-focused DND sign, an Embassy Suites rubber duck, animal cracker and juice pouches, on-the-go Puffs Ultra Soft & Strong tissues, fabric refresher to-go and baby fresh wipes. Organized key packets impress guests with a local design and Make It Right cards that confidently state, “If you’re not satisfied with your stay, let us know and we’ll make it right.” As our guests settle into our spacious suites, a complimentary shopping bag proves to be a favorite amongst many.

BEING PRESENT – We are never too busy to smile or offer a helping hand. We anticipate our guests’ needs and actions are always heartfelt.

Purie Garcia “thinks 2 more”

Annie Mar arranges a personalized card for guests

Our Make It Right initiative positively contributes to our being present. An Empowerment Survey gave our hosts the opportunity to contribute ideas and take full ownership to act without process of approvals. To better clarify this process, department specific Empowerment Guidelines were created by hosts to recognize problems or concerns, find solutions or alternatives and determine service recovery items. Our management team pledged to support the decisions made by our hosts and coach to lift confidence levels. Department-specific Make It Right notecards in English and Japanese were created to go along with the amenity.

Out of this Make It Right process evolved the Sixth Sense concept - anticipate the needs of our guests. Part of the training involved finding solutions to scenarios from each department – then think 2! If a guest is requesting a coffee cup, take two cups plus sugar, creamer, etc. If an engineer overhears a guest in the lobby sharing an unfortunate experience with another, that engineer is empowered to have an amenity sent to the room. If a guest checks in with a family, front desk hosts are empowered to inform housekeeping to provide more than the standard of towels, linen, etc. and include Embassy Suites sand pails.

HONORED TO BE A HOST We do everything we can to personally invite every guest to experience the place we call home.

This experience opportunity is fulfilled by each host from the moment our guests arrive at our “home.” Sense of Place décor, music, greeting and sincere smiles are just a few of the many our guests rave about. Our spacious suites provide comfort and peace for all. We host our guests by inviting them to our “backyard” to a perfect place to engage with each other over a complimentary breakfast. Our expansive breakfast menu include numerous local grindz like Portuguese sausage, fried rice, local fruit, as well as

popular Asian fare like miso soup and tsukemono. Our food and beverage hosts are excellent in expressing their sincere aloha by providing directions and suggestions as they engage with our guests daily. As excellent hosts we entertain our guests in numerous ways. Our housekeeping department takes the time to sing for our guests and acknowledge birthdays with a kukui nut lei. Guests have fallen in love with the gesture! Four Paddles >> 6

Cary Murayama creates a positive guest experience Page 5

Four Paddles ...