AUGUST 6, 2016
A MESSAGE FROM RICHARD R. KELLEY TO OUR OUTRIGGER ‘OHANA
Outrigger Resorts featured
on Australian national television
Menus and
memories
By Robert McConnell
By Dr. Richard Kelley
Months of collaboration between Outrigger’s marketing department,
Hawai‘i Tourism Authority and Channel 9 in Melbourne Australia resulted in the
weekend edition of the Today Show being filmed live on Friday, July 29, 2016,
at the Outrigger Waikiki Beach Resort to over 1 million viewers; primarily in the
Melbourne region.
Hawai‘i, the destination, and Outrigger were featured prominently
throughout the segment that was filmed on the lower beachside deck of the
resort, and on world-famous Waikīkī Beach.
• Duke’s Waikiki Chef Bruhl did a quick segment on making poke (raw fish
salad) and talked about Duke’s famous Hula Pie.
• Luana Maitland from the Outrigger Reef Waikiki Beach Resort talked about
lei and hula.
• UH Coach Rolovich talked about the upcoming University of Hawai‘i (UH)
football game to be played in Australia and the UH band played Hawaii Five-O.
While on
vacation in
Colorado’s
Rocky
Mountains
this past
week, I
received
a surprise
gift – a
60-year-old
Dr. Richard Kelley
dinner menu
from Matson Navigation’s deluxe
passenger liner SS Lurline. The menu’s
cover had a beautiful, colorful collage
of images of the life and people of old
Hawai‘i, which immediately brought
forth a flood of memories from my
life and the development of Travel
& Tourism in Hawai‘i over the past
century. As I held the menu, I felt like
a person walking along the beach
who finds a corked bottle washed up
on the sand. Pull out the cork, and a
genie appears and engulfs your mind.
Here’s some background to help
readers understand why I felt that way.
Hawai‘i was an isolated, midPacific collection of islands for
centuries, but it all changed in
the early 1800s with the arrival of
missionaries, primarily from the U.S.
East Coast. They brought not only
their faith but, later, commerce with
Today Show >> 2
Chef Bruhl, Today Show Australian television presenter Livinia Nixon and Robert McConnell
dig into Duke’s Waikiki’s famous Hula Pie
Menus and memories >> 16
Page 1
Happy birthday!
Today Show ... << From 1
AUG 8: Marcelino Baguyo, Elena B.
Ballan, Aldrin M. Carbonell, Madduma
Chanuka, Tatiana Daniels, Roko Josaia,
Riki Otsuka, Janice S. Shizumura and
Tevola Vuesi Vatunicoko.
•
AUG 9: Rainold Anthonio, Simei
Charfauros, Ratu Amena Vakawaletabua
Donumaibulu, Susan H. Horikawa, Wai
Kit Lee, Mawren Letchmee, Jantra
Pleeta and Rosemarie Sanchez.
AUG 10: Saleh Ahmed, Al Amin, Darell
P. Castro, Supenporn Chompusart,
Patricia Ignacio, Banipersand
Khoushanand, Miliakere Kurica,
Austin R. Lee, Jae Sil Lee, Oochit
Manusha, Wati Ruce, Farm C.
Saechao, Milazar Stephanie, Timoci
Udreudre, Joshlenrose N. Weller
Outrigger Waikiki Beach Resort
(OWK) hosts were featured in one
segment wearing Tori Richard
shirts and literally holding up
Today Show weather reporter
Livinia Nixon.
A big mahalo to everyone who
worked tirelessly to make this a
successful showing for our brand
and the resort. Channel 9 executives
were impressed, and we were thrilled
to see Australia sales double for
OWK the day of airing through one
wholesale partner alone.
Top: Luana Maitland, Livinia and Matt Sproat
Right: Nelson Lockwood, Nate Pang, CJ Sword
and Greg Ames holding up Livinia
Below: UH band and cheerleaders, Coach Rolo
and #teamOutrigger
AUG 11: Jherson Calilung, Chayodom
Chuayraksa, Keresi Gale, Kesaia
Lakaga, Elisa Mills, Alowesi Nailiko,
Gemma Nuque, Nattawut Pumchuay,
Tania Rita, Lorraine F. Sales, Virginia
Tarin and Leslie Anne Tidwell.
AUG 12: Marilou Lanticse Agdinaoay,
Thelma B. Galigo, Troy K. Hiura, Ray
A. Rodney Jr., Panapasa Rokociri, Evi
Suina and Dante Vergara.
AUG 13: Reynold A. Carnate, Ryan
Drummond, Petero Maria Naivalu,
Michele Quichocho, Paz A. Rosal,
Antonio B. Rubi, Ahmed Sadiq,
Corazon Mina Sangueza, Edibrasse
Stephanie and Gregory A. Telles.
AUG 14: Joy Advincula, Joseleen
Bessy, Catherine Brinkman, Kyung Jin
Lee and Annie Y.H. Mar.
Saturday Briefing is published by and for
If you are interested in the position listed below and meet the qualifications,
please go to Outrigger.com and click on Employment at the bottom of the
page. We only accept online applications for the open position from internal
candidates. If you have any questions, please contact your HR Business Unit
Representative. Application deadline for the following position is Aug. 12, 2016.
hosts of Outrigger Enterprises Group (OEG)
Editor-In-Chief: RICHARD KELLEY
Senior Editor: KATHY FOLEY
Supervising Editor: PILA HANSON
Contributors: OEG HOSTS
Visit us online at: www.saturdaybriefing.
outrigger.com. Submissions to Kathy Foley
at [email protected].
Page 2
Employment opportunities
Housekeeper I (on-call)
Must be able to work well with others, follow instructions and communicate in
English. The ability to work any day and shift is required. Experience in cleaning
and servicing guest rooms and/or public areas preferred.
Host announcement
Aloha and mahalo, Virgie!
By Paul Richardson
By Kathy Oyadomari
I am pleased to join human
resources in welcoming Clyde Min
to the Outrigger ‘ohana as area
general manager, as of Aug. 1, and
reporting to me.
Clyde oversees both
beachfront Outrigger resorts in
Waikīkī while performing the role
and taking direct responsibility
for Outrigger Reef Waikiki Beach
Resort as general manager. His
Clyde Min
role is to ensure operational
excellence; consistent attainment of financial, revenue
and operational goals; and alignment, integration and
coordination of the sales, marketing and revenue efforts
at our Waikīkī beachfront resorts.
Clyde’s extensive hospitality experience spans
the United States and Asia Pacific and includes vice
president, asset management for several companies:
Pacifica Partners Private, Ltd., based in Singapore,
a joint venture between Host Hotels and Resorts in
Maryland and the Government Investment Corporation
of Singapore; Kingdom Hotel Investments in Singapore
for their Asia-Pacific region; and Host Hotels and Resorts
in Maryland. Clyde also held operational management
positions at Williamsburg Inn in Virginia, with Walt
Disney World in Florida, Marina Mandarin Singapore,
Hotel Hana–Maui and with Regent International Hotels in
Thailand and Fiji. Prior to joining Outrigger, Clyde was a
lecturer at the School of Travel Industry Management at
the University of Hawai‘i at Mānoa.
A graduate of the University of Hawai‘i School of
Travel Industry Management with a Bachelor of Business
Administration, Clyde is a Certified Hotel Administrator
(CHA) and holds Real Estate, Development, and Hotel
Investment as well as General Manager’s Program
certificates from Cornell University.
Clyde is on the board of TIM International, Inc., and a
member of Hospitality Asset Managers Association USA.
He and his wife Hilda have a daughter, Christina, and
son, Christopher. A lover of Asian art, Clyde gravitates
to antique Chinese blue and white porcelain. He enjoys
science fiction films, adventure dining and hiking.
Clyde shares, “My opportunity with Outrigger fulfills
my life’s desire to return to Hawai‘i and continue my
chosen career in the travel industry with an iconic ‘local’
brand. I am back working in a career that I love and in the
location where I started this lifelong journey.”
Welcome “home,” Clyde!
On July 22, we bid mahalo (thanks) and a warm aloha
to Virginia “Virgie” Asakawa, who retired after 34 years of
dedicated service. Dr. Chuck Kelley, Barry Wallace, Bitsy
Kelley and Alan Naito expressed their appreciation to
Virgie on behalf of Outrigger Hotels and Resorts for her
dedication and contribution to Outrigger.
Virgie’s career with Outrigger started in housekeeping
at the Outrigger Waikiki Village. She also worked at the
Ala Wai Terrace, where she met her husband Robert,
the Outrigger Maile Sky Court, the OHANA Waikiki
West and most recently the Holiday Inn Resort® Waikiki
Beachcomber (OBC) as executive housekeeper.
Virgie is looking forward to finishing projects at
home, like the renovation of her kitchen, bathroom and
backyard. She also plans on spending time doing what
she enjoys – people watching and window shopping
at Ala Moana Center; eating (anything sweet and pork
dishes); watching her favorite TV programs; and relaxing
with a glass of wine.
Virgie plans to take cooking classes with Debbie
Murakami and future travel includes Seattle to visit her
daughter; Las Vegas to visit her brother; and Alaska to visit
her sister.
She is grateful to Outrigger for the opportunity to
learn and grow from so many experiences. Virgie is so
happy and feels blessed to be a part of Outrigger. She says
she will miss her OBC family.
To everyone who has touched her life at Outrigger,
Virgie shares, “Don’t try to please everyone, just do what is
right. Enjoy life and be happy. Life is short.”
Alan Naito, Debbie Murakami, Dr. Chuck Kelley,
Virgie Asakawa, Barry Wallace and Bitsy Kelley
Page 3
with Monica Salter, vice president corporate communications,
about how she and her family LiveWell
What type of exercise do you enjoy doing and why?
No matter the sport, I’m always smiling after a good workout. Hot
yoga, hiking and cycling are my favorite land exercises; on the water,
I enjoy outrigger paddling, kayaking and surfing.
How often do you exercise? As a mom of two young boys, personal time is infrequent — so I
do my best to have a solo workout at least twice a week and then
incorporate fun, sporty activities with my kids throughout the rest of
the week. My “keiki workouts” can be anything from swimming and
scooter riding to hiking and playing tag.
Do you eat healthy/clean?
Growing up as a competitive athlete I learned very early the direct
correlation of healthy eating and optimal performance. Even when I’m
not training for a race, I eat mostly greens, grains and lean proteins to
provide me with sustained energy and keep me feeling strong. What benefits have you enjoyed from your efforts in the area of
exercise and nutrition?
I’m a happier, healthier and kinder person when I take good care
of my body — eating clean and exercising regularly. Working up
a sweat helps me to release stress, clear my mind and be more
efficient at home and at work. What “secret” that works for you would you like to share with the
Outrigger ‘ohana?
Create a “health squad” of friends and family to keep you moving and
motivated. It’s much easier to live an active, healthy lifestyle when
you’re surrounded by others with the same mindset. My husband is my
partner in healthy living, and I have a wonderful crew of girlfriends who
make workouts entertaining and inspiring.
How do you “de-stress?” Especially after a long day, jumping in the ocean refreshes my body,
mind and spirit. Do you have any past “moments of glory” you’d like to share?
As a former member of the U.S. National Kayak Team, I had the
opportunity to travel across the U.S., Canada, Finland and Poland
for national and international races. I was one of the top 10 kayakers
at the 1996 Olympic Trials and raced the Nā Wahine O Ke Kai —
Moloka‘i to O‘ahu outrigger race — seven times, with my team’s best
finish being fifth place.
Page 4
Celebrating our first year in the Maldives
By Silvia Collepardi
The Outrigger Konotta Maldives Resort
(MOK) celebrated its first anniversary July 30 Aug. 1 by inviting travel industry professionals
to the resort for the weekend.
As part of the celebration, travel agents
spent time on a site inspection, dolphin
spotting, relaxing in the Navasana Spa hydro
pool, enjoying complimentary non-motorized
water sports and dining.
Hotel guests then joined the travel
industry guests for a management cocktail by
the main pool followed by a Maldivian night
with barbecue dinner on the beach and Bodu
Beru dances and music.
Resort Manager Elza Artiaga shared a
thank you message (https://www.facebook.
com/outriggermaldives/) that was posted live
on Facebook during the reception.
To celebrate its first anniversary, the
resort also launched a special package,
inclusive of breakfast and dinner, that
guarantees up to a 40 percent discount as
part of its limited-period celebrations.
We’ve come a long way in our first year.
Our picture-perfect resort is today very
popular in a diverse range of markets: China,
Korea, Japan, Russia, UK, Germany, France and
the Middle East. Our deluxe 53-key resort has
the largest average villa sizes in the Maldives.
The Outrigger Konotta Maldives Resort
won “Luxury Contemporary Resort of the
Year,” in the Luxury Travel Guide Global
Awards 2015.
It’s been a great year. Thank you to
everyone in the extended Outrigger ‘ohana
for making it a successful first 12 months. The
best years are still to come!
The Outrigger Konotta Maldives Resort hosts and guests
celebrate the resort’s anniversary
A beautifully crafted cake for the occasion
Mart (in white, operations manager, Best
Dives) and Jeon (divemaster) with guests
enjoying MOK’s signature experiences
Lasting loyalty
Chris Malone was a guest speaker
at our Global Leadership Conference
this year. He is a consultant and
keynote speaker who helps clients
achieve sustained business growth and
performance and spoke to us about
meeting our customers’ needs with
warmth and competence.
Chris was very impressed with Outrigger’s Ke ‘Ano Wa‘a process
and our community tourism work and spoke at great length with
Peter Hopgood (general manager, Outrigger Fiji Beach Resort) to
gather content for a terrific piece he wrote on Outrigger.
Chris spoke of guest Caitlin Akthar’s journey to Fiji in 2004 that
would change her life. Check out her story: http://fidelum.com/
success_stories_articles/ (click on Success Stories at the top) and
why lasting loyalty is The Outrigger Way.
Page 5
GCC host appreciation and Summer Olympics
By Kelly Smallwood
The Global Contact Center (GCC) recently
took time to celebrate and appreciate our
hosts during host appreciation week with a
fun and friendly competition of the Summer
Olympic Games, GCC style!
We held two GCC Summer Olympic
Games, one in the morning and one in the
afternoon, and each consisted of four events:
the Rockin’ Rider Stick Pony Equestrian Event;
Discus, also known as Corn Hole; Javelin, paper
airplane throwing event; and Frisbee Golf. All
hosts were invited to participate and medals
were awarded based on style, speed, distance,
points and accuracy.
We’d like to congratulate the medal
winners from each event for their outstanding
athleticism, grace and sense of humor!
Equestrian:
Gold – Catherine Brinkman and Lark Eriksen
Silver – Robin Walsh and Sherry Sherman
Bronze - Heather Hall and Ryan Drummond
Discus:
Gold – Sehai Tsehainesh and Ryan Drummond
Silver – Kathie Okita and Jennifer Lay
Bronze – Heather Hall and Sherry Sherman
Javelin:
Gold – Patricia Gonzales and Ryan Drummond
Silver – Heather Hall and Stefanie Nix
Bronze – Kathie Okita and Sherry Sherman
Golf:
Gold – Patricia Gonzales and Esther Clayton
Silver – Robin Walsh and Ryan Drummond
Bronze – Deb Kelly and Drew Dodge
The GCC Summer Olympic Games helped
us to promote an uplifting and positive work
environment while also providing us with tons
of smiles, laughs and friendly competition.
Thank you to all who participated and helped
to make our first GCC Olympic Games so
memorable and successful!
Photos from top to bottom:
GCC morning medal winners: Catherine Brinkman,
Robin Walsh, Patricia Gonzales, Deb Kelly, Heather Hall,
Sehai Tsehainesh and Kathie Okita
GCC afternoon medal winners: Jennifer Lay,
Sherry Sherman, Lark Eriksen, Ryan Drummond,
Esther Clayton, Stefanie Nix and Drew Dodge, in front
GCC morning Olympians
GCC afternoon Olympians
Page 6
Six stars recognized at monthly awards
By Donna Parkin
Six hosts were recognised for exhibiting outstanding service at
Outrigger Fiji Beach Resort’s July Vuvale (family) Awards ceremony.
ASHNEEL CHAND, the resort’s training manager is Manager
of the Month for ensuring the resort received the highest possible
reimbursement from the 2015 Fiji National University grant that will go
toward future training funds.
Supervisor of the Month is housekeeping supervisor SUSANA
RAIKA who does an excellent job in leading her team to ensure rooms
are perfect for our guests. She has a positive disposition and is very
popular with guests.
JOSEPHINE VULAKORO, a food and beverage attendant at
Sundowner Bar & Grill, always displays a big bula spirit and completes
her job to the highest standard. She is charged with taking care of VIP
guests and always receives great feedback. She is the recipient of Front
of House Award for the month.
Back of House recipient Commis Chef DAVENDRA NAIR works
tirelessly and unsupervised to prepare breakfast during high occupancy.
Despite being extremely busy he always looks for opportunities to raise
standards.
Activities Attendant SEPESA SIGATOKAICAKE is Here to Help
recipient. Sepesa always creates a fun atmosphere for guests who
attend the daily water aerobics class and receives consistent comments
about his engaging personality.
The How Can I Help recipient is RANHDIR SINGH, a plumber in the
engineering department. He has been recognised for applying great
dedication to his tasks and stepping up to challenges as they arise.
Twelve-time return guests Pam and Bob Murdoch were invited to the
awards celebration. General Manager Peter Hopgood said it was wonderful
to welcome special outrigger guests to celebrate with the hosts.
“To our regular guests, the resort’s hosts become an extension to
their family and it’s so satisfying to see the bond that exists between
them,” he said.
Sepesa Sigatokaicake, Ashneel Chand, Davendra Nair, Bob Murdoch,
Susana Raika, Pam Murdoch, Peter Hopgood and Josephine Vulakoro
Students shine in
Outrigger Fiji’s School
Chefs Challenge
By Donna Parkin
The fifth season of the Outrigger Fiji
Beach Resort’s School Chefs Challenge saw
140 students from years 9-13 showcase their
talents as aspiring chefs.
An initiative of Shailesh Naidu, executive
chef and honorary president of the Fiji Chefs
Association, the challenge aims to encourage
Fijian high school children to have a better
appreciation of food and to consider a
vocation in the hospitality industry.
The competition gets bigger and better!
Chef Naidu said that he and his kitchen
team had always wanted to start a community
project that not only gave something back
to the people of Fiji but also reflected on
their profession and showcased an important
element of the tourism industry.
Commencing in 2012 with participation
from just one local school, Sigatoka Andhra
College, the competition has grown to 15
competing schools including four from Nadi
and two from Lautoka.
“I’m not expecting all students to become
chefs, but cooking is a vital thing to learn
no matter what life path they take. These
days many students leave home to pursue
further studies or attend universities abroad
so it’s essential for them to have some basic
cooking skills and to be able to take care of
themselves,” he said.
Chefs Challenge more photos >> 8
Page 7
Chefs Challenge ... << From 7
The competition has not only grown in numbers but
has also outgrown its original venue at a local school’s
home economics room to Outrigger’s air-conditioned
ballroom, complete with fully provisioned mobile
kitchens wheeled in for the challenge.
It has also captured the attention of The Minister of
Women, Children and Poverty Alleviation Hon. Rosy Akbar
who attended the official opening of the challenge and The
Minister for Education Heritage and Arts Hon. Dr. Mahendra
Reddy, who was chief guest at the awards presentation.
In his presentation speech, The Hon. Dr. Mahendra
Reddy applauded the School Chefs Challenge and gave his
support to further expand the event to other regions of Fiji.
The 140 students competed across five categories
in individual and team events for Gold, Silver and Bronze
awards. There were ‘Inspirational Awards’ of computers
and tablets, Lucky Dip prizes of assorted vouchers,
dinners and accommodation and the ‘Culinary School of
the Year’ received kitchen supplies and appliances for its
home economics room.
Chef Naidu said that with the current momentum
behind the event, there was no doubt it would become a
national contest in years to come.
“It is very rewarding to have the support of so many
co-sponsors backing this event, and I hope that with
some solid support from our tourism sector, we may be
able to drive more of these types of events in the future.
I am thankful to the executives of Outrigger Fiji for giving
us this opportunity and thankful that the students are
showing an interest in cooking, which is a very important
life skill,” he said.
Special gratitude to School Chefs Challenge co-sponsors:
Chicken Dish – Crest Chicken
Seafood Dish - Danny’s Limited
Vegetarian Dish - Navosa Farm Fresh Produce
Cake Decoration - Bakels
Egg Dish – Ram Sami & Sons
Culinary School of the Year 2016 – Pacific OZ-trasia
Students Drink – Fiji Water
Chemical / Sanitation – Fiji Chemical
Cooking Appliances – Fiji Gas
Kitchen Workbenches – Fiji Chefs Association
Inspirational Prizes – Ms. Rita Narain – Sydney, Australia
Lucky Dip Prizes – the above sponsors + Yatule Resort
& Spa, Tanoa International Hotel, Sigatoka River Safari,
Kula Eco Park, Zip Line Excursion, Pure Fiji, Jack’s Fiji,
Telecom Fiji Limited, Gibson Freight, Virtual Flex, Al
Hamd Enterprise, Chef Billy and Chef Priya
Page 8
Competitors are given their instructions
Shailesh Naidu, Hon. Rosy Akbar and Peter Hopgood
Students from Cuvu Collage, Culinary School of the Year,
with the Hon. Dr. Mahendra Reddy
Outrigger Guam Beach Resort hosts receive HERO Awards
By Clarissa Sacla
Hospitality Employees aRe Outstanding (HERO)
indeed! The Guam Visitors Bureau and Guam Hotel and
Restaurant Association recognizes outstanding hosts from
the hospitality industry yearly with HERO Awards.
This year, four Outrigger Guam Beach Resort (OGM)
hosts were nominated for their exceptional contributions
to Outrigger and the industry in 2015. MARIA ELAINE
OLLET from food and beverage and LEO PANGELINAN
from accounting were nominated for the “Hafa Adai
Spirit Award.” This award is given to an individual who
significantly promotes awareness and preservation of the
Hafa Adai spirit through excellent hospitality services and
activities highlighting the Chamorro culture. JESSARAY
IGLESIAS from front office and RODEL SOBERANO
from housekeeping were nominated for the “Middle
Management Award.” This award recognizes managers
who demonstrate consistent excellent performance
during the course of the job and instill pride in service to
those he or she manages.
Overall, there were seven categories and 52 nominees out
of nearly 20,000 hospitality hosts on island. Congratulations
to Leo, who received the “Hafa Adai Spirit” award and to
Rodel, who received the “Middle Management” award!
Leo’s excellent customer care has had lasting impressions
with our guests. Return guests have specifically asked for
visits with Leo when they are on island. And with his usual
attentiveness, Leo welcomes our guests with a warm smile
and a sincere Hafa Adai. As an active member of Outrigger’s
cultural committee “I’Kabesiyu,” Leo helped promote
Guam’s unique culture and values to our hosts and guests by
volunteering for Outrigger’s “Sinisedi Kada Dia” or daily
happenings. He has engaged guests with flower lei making
and mwar mwar (head dress) making, as well as coconut
husking and the proper use of the “kamyo” (coconut grater)
for Chamorro month. He has been also been a member of
OGM’s cultural dance group, “I Taotao Galaident I Tasi” since
their debut in 2015. Just until recently, this group used to
perform torch lighting ceremonies every Friday at sunset in
the hotel’s lobby area. Leo, along with all of the dancers in
this group, did a wonderful job of promoting the Chamorro
culture through enchanting music and dance. For this, Leo
was awarded the “Hafa Adai Spirit Award!”
Rodel’s “can do” attitude and ability to respond quickly
and completely to tasks assigned to him made him a natural
choice for the “Middle Management Award.” Rodel has played
a very crucial role by ensuring that things ran smoothly
on numerous enhancement /refurbishment projects
last year that ranged from guest bathroom renovations,
corridor carpet replacements, swimming pool retiling, and
much more. Rodel always demonstrates the Hafa Adai spirit
through his positive attitude, enthusiasm and willingness to
get the job done right. His guest relation skills, gained from
prior experience working at the front office department,
facilitated the housekeeping department to always display
genuine concern for our guests so they do not experience
inconveniences during their stay. Rodel inspires trust and
camaraderie amongst hosts and colleagues.
Congratulations to Elaine, Jessaray, Leo and Rodel!
Nominees Jessaray Iglesias, Rodel Soberano,
Leo Pangelinan and Maria Elaine Ollet
Leo receives the Hafa Adai Spirit Award
HERO Awards >> 10
Page 9
HERO Awards ... << From 9
Rodel Soberano receives the Middle Management Award
OZONE Blueberry Hula Pie
a soldout success
By Robert McConnell
A huge mahalo to Duke’s Waikiki and Hula Grill Waikiki
at the Outrigger Waikiki Beach Resort for donating to
the Waikīkī Aquarium the proceeds from their OZONE
Blueberry Hula Pie sales.
The specialty ice cream pie was served at both
restaurants June 3-10 to kick off World Oceans Month.
Promotions ran in guest rooms and through digital
and social media, resulting in a special re-run of the cool,
tasty indulgence!
Dylan Ching (TS Restaurants), Mary Loy (Outrigger Waikiki Beach
Resort), Kelii Gouveia (Hula Grill) Robert McConnell (Outrigger
Waikiki Beach Resort) and Greg Ames (Duke’s Waikiki)
Page 10
A supportive OGM familia (family)
Honesty rewarded at Castaway
By Donna Parkin
“Honesty isn’t simply the best policy, it’s the only way
to build a successful organization,” said Halley
Bock, president and CEO of Fierce, INC, a global leadership
development and training company.
Castaway
Island, Fiji had
the privilege to
see this stand-up
quality recently
when host Edwina
Prasad, a masseuse
at the resort’s day
spa, returned a
diamond necklace
accidentally
left by a guest
who received
Edwina receives a personal thank you
treatment at
from General Manager Steven Andrews
the spa.
Unable to recall where her diamond necklace may have
been misplaced, the guest insisted on giving a generous tip
to Edwina for her honesty when it was returned to her.
General Manager Steven Andrews commended Edwina
for her integrity and presented a certificate of recognition,
along with a voucher for dinner at Restaurant 1808 for two.
“I am resolute when it comes to honesty and am so
very proud that our hosts believe that a culture of honesty
creates the best working environment,” said Steven.
Vinaka vakalevu, Edwina, for highlighting the bula spirit.
Celebrating hosts of the second quarter 2016
By Ashley Cabradilla
Outrigger ′ohana gathered at the OHANA Waikiki
East by Outrigger® Thursday, July 28, to honor Hosts of
the Quarter (HOQ) for the second quarter 2016. Ed Case,
Charlene Goo, Dr. Chuck Kelley, Jean Rolles, Tom Wakita,
Barry Wallace, Ruthann Yamanaka and department heads
were on hand to extend congratulations and offer words
of praise to the distinguished honorees and nominees.
Congratulations to:
ASHELEY MARIA KAHAHANE
Guest Services Representative/
Night Auditor | KVL
CLIFFORD ACACIO
Maintenance | KHR
DARWIN DELOS SANTOS
Maintenance | RSC
DESTINY-ALOHA LEE
Guest Services Rep | FBW
Nominated by Seth Fogarty
Nominated by Carol Hanna
Nominated by Shari Tachibana
Nominated by Dale Mustard
Cliff has been with the
Wyndham Kona Hawaiian
Resort (KHR) for over three
years. He is dependable,
efficient and strives to
improve his skills and
leadership qualities every
day. His willingness to take
on difficult projects and to
see these projects through
successful completion has
repeatedly impressed the
staff at KHR. Cliff’s strong
suit is that he understands
where there is a lot of work
to be done, and starts
working without being
asked, which he does on a
daily basis. Specifically, Cliff
took what he learned from
his supervisor and was able
to get a few of the resort’s
HVAC systems up and
running when they broke
down during the night.
Overall, Cliff embodies
what it means to be a team
player and a role model of
our Outrigger core values.
Darwin has been with
the Royal Sea Cliff Kona
by Outrigger® (RSC) for
just over a year, but after
only six months, we were
counting the months for
him to reach one year so we
could publicly celebrate the
dedication he demonstrates
every day. Darwin chooses
to do his best every day
and represents Kīnā‘ole
(flawlessness) in the variety
of maintenance tasks he
performs. He acts as the
“pool and BBQ guy” two
times a week and there is
a very visible difference in
the way the grills sparkle
after he finishes with them.
His calm, friendly nature is
obvious to his co-workers,
management, guests and
owners. We will certainly
miss him; but for all the
reasons identified, we are
so happy that Darwin has
accepted a promotion
at the Wyndham Mauna
Loa Village by the Sea,
and we know he will enjoy
continued success in his
new role. Mahalo, Darwin!
Destiny-Aloha Lee is an
exceptional example of
Nā Mea Ho‘okipa (host) by
welcoming and entertaining
our guests with warmth
and hospitality. Recently,
Mrs. Carr, a guest visiting
from Kona, was here with
her husband who was to
undergo emergency heart
surgery. Destiny ensured
that the Carr ‘ohana had a
smooth check-in experience
and assisted Mrs. Carr by
extending her reservation,
routinely checking in on her
during her stay. Mrs. Carr
sent us a note: “The Front
Desk staff, especially DestinyAloha, were extremely caring
and professional. She should
receive an award for her
compassion and sincerity...
know she was just doing her
job but she far exceeded my
expectations.” Many of our
return owners know Destiny
by name; she is a prime
example of what a special
host does to make people
feel at home. Thank you,
Destiny, for all that you do!
Asheley is part of the
rarely seen, but invaluable
team of the front desk
department as night
auditor. She has been a
dedicated host of The
Kapalua Villas Maui (KVL)
since December 2007.
Asheley demonstrates
Aloha not only to guests
but fellow hosts as well. She
maintains her composure
when dealing with unhappy
guests. A team player,
Asheley was asked to cover
shifts and at times to come
in early due to unforeseen
circumstances on
numerous occasions. With
no questions asked, she
would do so with a positive
attitude. She is always
willing to assist with work,
sometimes beyond the
scope of her responsibility.
The Kapalua Villas Maui
truly appreciates Asheley’s
initiative, responsiveness
and team spirit. Asheley,
thank you for all you do!
*Positions and properties listed are where hosts are currently employed.
Page 11
HOQ ... << From 11
ERIC MATSUMOTO
Accountant – Multi Property | OWK
GAN FEI SU
General Maintenance | OEH
JANA MATSUNAGA
Revenue and Group Coord. | ORF
JENNIFER LAY
Reservations Agent | GCC
Nominated by Teresa Shepherd
Nominated by Kimo Miguel
Nominated by Leigh Bulseco
Nominated by Kelly Smallwood
As a 26-year veteran
of Outrigger, Eric has
experienced his share
of system conversions.
With recent back-to-back
upgrades to our financial
and PMS systems, Eric
resolutely took to learning
each system with a
positive attitude. One
of the more significant
changes was the Travel
Agent (TA) commission
check process. Formerly a
centralized task where one
check was prepared per
TA for all properties, Opera
now required individual
accounting offices to
process separate checks
for the same TA for each
property, every week! The
process became even more
daunting when Booking.
com imposed an additional
step of reconciling each
reservation on their extranet
system by the fourth of
every month. Eric quickly
learned how to maneuver
their extranet, make
adjustments and avoid
payments on erroneous
bookings. He demonstrated
A’o by training one of our
newer accountants on the
process and freely sharing
learned nuances and pitfalls.
Mahalo, Eric!
Gan Fei Su has been with
Outrigger since 1989. He
started as a houseman and
later transferred to the
maintenance department.
Gan Fei consistently
demonstrates a strong
work ethic and takes pride
in his work. He also plays a
big role in our successful
room PM program at the
OHANA Waikiki East by
Outrigger® (OEH) with
the goal of servicing 441
rooms at least three to four
times a year. He is a team
player and demonstrates
enthusiasm in getting
scheduled out-of-order
rooms back in a timely
manner which is very
helpful to the team and
to our operation. His
experience and knowledge
of all facets of the 40-yearold building is valuable.
Although some of the
original parts for repairs
are hard to come by, Gan
Fei will figure out some
way to make the repairs.
His attendance is great; he
has a good attitude and is
always on time and ready
for his next assignment.
It’s a real pleasure working
with Gan Fei Su.
Jana is the rock, the
foundation that keeps the
Outrigger Reef Waikiki
Beach Resort (ORF) and
its complex revenue
tasks organized and its
action plans efficiently
implemented. Her days
are often hectic with rate
strategy updates, various
duties to support sales and
marketing initiatives, room
block and reservations
management, etc., and
she completes her tasks
flawlessly in a consistent,
professional manner. There
is nothing routine about
revenue management,
especially as it pertains to
ORF, but Jana makes much
of it seem routine and also
handles the challenges in
a most efficient manner.
Clients specifically mention
her and the professional
and efficient manner in
which she takes care of
the business at hand.
Kīnā‘ole (Flawlessness),
Accountability (Kuleana)
and Aloha are some of
the Outrigger values that
Jana demonstrates on a
daily basis. While no one is
flawless, Jana’s attention to
detail comes close.
At the Global Contact
Center (GCC), Jennifer
displays all of our
Outrigger values. She
does her best to meet and
exceed the expectations
of each caller by assuring
that all of their needs
are met. When she does
make an error, she not
only takes responsibility
but will also use it as an
opportunity to learn.
Jennifer is trustworthy and
honest. Never having been
to Hawai‘i, she manages to
give the guest confidence
of her knowledge and
recommendations. She
shows respect to each
guest as well as her
Outrigger ‘ohana. She
embraces learning new
tasks such as owners,
military, Outrigger Expert
Agent (OEA) and recently
social media. When she
sees a process that can be
improved or simplified,
she does not hesitate to
vocalize it and is willing
to assist in making that
change come to life.
Mahalo, Jennifer, for all that
you do!
Page 12
HOQ ... << From 12
JOSEVATA ‘ANTONIO’ LEAWERE
Demi Chef | FOR
KAREN EMOTO
Admin. Assistant | Co. Svcs.
KENNETH CHUN
General Maint. (Utility) | WRG
MARJURY OMNES
Housekeeper | RBW
Nominated by Sharon Naidu
Nominated by Vicki Borges
Nominated by Walter Tolentino
Josevata joined the
Outrigger vuvale (family)
at the Outrigger Fiji Beach
Resort (FOR) in July 2010.
Although his height may
seem intimidating, he is the
friendliest, courteous and
most down-to-earth host
you’ll meet. He also goes
by the name Antonio and
is the man behind our live
breakfast stations. Guests
also refer to him as the
“egg-spert,” the “egg man”
or the “omelet guy,” merely
because his omelets are
finger-licking good and the
fact that he recalls how and
what our guests like in their
omelet. Antonio started
his career with Outrigger
as a butcher but with his
charismatic personality and
dedication, he progressed
to becoming a chef and
now currently holds the
demi chef role. Antonio
continues to receive
many accolades from
guests. In May, his name
was mentioned 11 times
in guest comment cards,
and 23 times in June. He
was also awarded Host of
the Month for Back of the
House in June. His greatest
feature is his humbleness
and smile, which is always a
surprise given his stature.
Karen is the tuko (glue)
that holds the executive
office “canoe” together.
She works hard every
day as an administrative
assistant, but she is much
more than that. She is
a friend and mentor to
many in the executive
office, and no matter
what the circumstances
or what the day may
bring, she continuously
provides excellent
administrative support
to the top executives and
other staff members. She
is very knowledgeable
of the executive
office and its standard
operation procedures,
knowledgeable of its
clients, and is dependable
in getting the job done.
Through personnel
changes, life challenges
and anything that should
come her way, she carries
on with a smile, with
compassion and a “can do”
attitude. Karen handles all
her tasks with her special,
caring and gentle way.
Congratulations, Karen!
Nominated by Nui Kauhane and
Windy Seguancia
Kenneth has proven to be
an asset to not only our
maintenance department
but to our entire property
at the Wyndham Vacation
Resorts Royal Garden
at Waikiki (WRG). His
dedication and work
ethic is second to none.
Kenneth has a can do
attitude and takes the
initiative to resolve any
situation. We have come
to rely on his abilities and
knowledge to take on
any project as he is very
detailed, which reflects
his pride in what he does.
He has taken on the
responsibility of painting
our front doors and room
preventive maintenance.
With this being our
guests’ first impression
as they enter a unit, we
can be assured that it will
be a positive experience.
We recently had our
quality audit, which we
passed with a score of 98
percent. The condition
of our units is a direct
reflection of Kenneth’s
dedication to excellence.
Kenneth is a great asset
to the property, and we
appreciate all the small
and big things he does
beyond his daily duties.
Marjury is a caring,
conscientious team
player who demonstrates
flexibility toward change.
She is able to work in
different positions and
on different shifts as
needed and always offers
a helping hand to other
housekeepers who need
help cleaning rooms when
it gets busy. Working solo
most of the time at the
Regency on Beachwalk
Waikiki by Outrigger®
(RBW), Marjury possesses
the ability to make
decisions to overcome
any challenges that arise
at the front office. She
also contributes to our
revenue by carefully
booking and confirming
reservations on top of
making sure that units
are ready for the day’s
arrivals, dispatching calls to
various departments and
rooms, as well as taking
care of our guests’ needs.
It’s so natural for her to
make our guests feel at
home. She has the ability
to assist them in any way
possible to make their stay
enjoyable and memorable.
Thank you, Marjury, for
your talent in juggling
these tasks very well!
Page 13
HOQ ... << From 13
MARY CONSUELO NACARIO
Housekeeper | OBC
NICANOR OCUMEN
Security Officer | KPR
PHANIDA ‘TOO’ SANA
Waitress/ICon Bar | TLR
SALVADOR ANTONIO
General Maintenance | OMH
Nominated by Virginia Asakawa
Nominated by Tim Blum
Nominated by Jakkrin Mongkolnakin
Nominated by Herb Fernandez
Currently at the Holiday
Inn Resort® Waikiki
Beachcomber, Mary
Consuelo, (Maricon for
short), is an excellent
example of our Ke ‘Ano
Wa‘a values; she interacts
with her guests in the right
way, at the right time, with
the right feeling. Her desire
and willingness to go the
extra mile to please her
guests fuels our mutual
efforts and leads us to
success. She has proven
herself more than once and
receives numerous guest
comments commending
her excellent guest
service. When asked
what she enjoys most
about her guest service
work, she replies, “It’s
everything. I love helping
guests, making sure they
enjoy their vacation and
communicating with
guests, I’m a people
person.” Aside from
providing outstanding
guest service, Maricon
consistently exceeds her
room inspection checklist.
Her guests see her as their
perfect shining star who
proudly caters to their
needs. The housekeeping
department is proud to
have Maricon as our HOQ!
Nicanor is a casual/oncall security officer at the
Kiahuna Plantation Resort
Kauai by Outrigger®, but
since March, our full-time
graveyard security officer
has been out on leave and
Nicanor has graciously
stepped up to the plate
and has been working for
us full-time, in addition
to working his day job.
The security department
would be lost without
his efforts. With the
graveyard shift, anything
can happen. Nicanor does
a great job at handling
noise complaints and
checking the lanai doors.
But besides getting the job
done with Kīnā‘ole, he also
demonstrates our value of
Aloha as he gets along with
everyone, including the
night auditors from both
rental programs on the
property. Due to his efforts
and dedication, Nicanor
makes the property safe
and secure.
The first thing you
encounter at the Outrigger
Laguna Phuket Beach
Resort (TLR) is Ms. Too’s
beaming smile and the
absolute sweetness in
her delivery of Sawadee
Ka (greeting). Too
engages with all guests
to provide information
on our local culture and
place. She is a proud
ambassador of Outrigger
and Laguna, Phuket. Too
shows empowerment
and support to her team
daily, and was recently
recognized for her efforts
in the manner in which
she welcomed our new
Locavore restaurant
manager, where she
provided support and
guidance. Our new
restaurant manager
was very impressed
and grateful for Too’s
assistance. She provides a
great first impression for
our new hosts and guests
alike. The staff often refer
to her in the orientation
programs, using her as an
example of what it is like
to work with the Outrigger
‘ohana. Without a doubt,
TLR Host of the Quarter
really deserves to go to Ms.
Phanida (Too).
Sal first began his
employment with
Outrigger in 1973 and
has been assigned to the
OHANA Waikiki Malia by
Outrigger® maintenance
department since 2003.
He’s been a valuable team
member and handles
most of our projects. Sal
is always looking for new
ideas to help improve and
maintain our product. For
example, he was recently
given the task to repair
the door on the pool towel
cabinet behind the front
desk. After removing
the door, he noticed the
condition of the doorjambs
was also in bad condition,
so instead of just patching
and repairing the door, Sal
decided to build a whole
new cabinet. Because of
Sal’s Kīnā‘ole attitude of
“we do the right thing,
in the right way, the first
time,” the new pool towel
cabinet has definitely
improved the look or
our workspace behind
the front desk. Sal, we
recognize and thank you
for your “can do” spirit as
our Host of the Quarter
honoree. Mahalo!
Page 14
HOQ ... << From 14
SHAO YUAN-LIANG MAI
Housekeeper | HGH
Nominated by Carnita Encomienda
Shao Yuan is a 32-year veteran in the housekeeping department. She started at OHANA Waikiki
West in 1984 and has worked at the Hokulani Waikiki by Hilton Grand Vacations (HGH) since
it opened in November 2013. Shao Yuan is a fun and friendly host who gets along well with
others. She takes pride in what she does and strives to improve her work performance. Her
hard work and commitment of excellent hospitality are rewarded by many guest compliments.
Guests enjoy her aloha spirit and enthusiasm. Shao Yuan is a team player and always says, “yes”
to additional tasks or responsibilities. She also makes suggestions for improvements that are
beneficial for guests and hosts. She takes good care of her equipment and knows how to use
supplies efficiently. We appreciate Shao Yuan for sewing all the inner slips for our lobby and
rooftop cushion covers and the rag towels for our Deep Clean Program. Mahalo, Shao Yuan!
VILLAMOR TOLENTINO
General Maintenance | ESH
Nominated by Arnold Agustin
Villamor plays an important part in the success of the General Clean Program at the Embassy
Suites by Hilton™-Waikiki Beach Walk® (ESH). His eagerness to complete his assignments on the
general cleaning floors and willingness to go the extra mile in helping others has inspired team
spirit, which has produced high quality results. Villamor demonstrates Ke ‘Ano Wa‘a through
a consistent, strong work ethic and dedication. He takes pride in what he does to efficiently
maintain the A/C cleaning and ensures guests are provided with a better product to satisfy
their needs. Villamor has the ability to multi-task and is very capable of working under pressure.
He is knowledgeable and performs any assignment professionally and with care. His daily and
weekly assignments are always done with accuracy and efficiency. Mahalo, Villamor!
Congratulations to our Host of the Quarter nominees for the second quarter of 2016:
Alex Dela Cruz, Allan Sagucio, Andy Phasouk, Bryan Musrasrik, Caesar Duarte, Chul Soo Choi, Eileen Rosaro, Glaiza de Gracia,
Hui Juan Doris Chu, Jiro Kim, Joenny Banez, Jonathan Gelacio, Junko Austin, Keiichi Yotsuya, Natasha Enos, Nu-Yang Wei,
Raymond Sparber, Sharilyn Souza, Sheldon Fujishige, Susan Horikawa, Susan Park, Tagumpay Garcia and Yuan Ni Lei Lin.
Back: Jana Matsunaga, Natasha Enos, Susan Park, Jiro Kim, Allan Sagucio, Raymond Sparber, Nui Kauhane (in place for Kenneth Chun),
Tagumpay Garcia, Salvador Antonio, Keiichi Yotsuya, Eric Matsumoto, Alex Dela Cruz and Chul Soo Choi. Front: Hui Juan Doris Chu,
Destiny-Aloha Lee, Eileen Rosaro, Mary Consuelo Nacario, Shao Yuan-Liang Mai, Nu-Yang Wei, Karen Emoto and Junko Austin.
Page 15
the rest of the world as well. Sugar cane was
first commercially cultivated in the Islands in
1835, and its production received a boost in
the 1860s when the U.S. Civil War cut off the
North’s supply of sugar from plantations in
the South.
Matson Navigation Company (now Matson,
Inc.), founded in 1882, first used sailing ships to
bring supplies to the Hawaiian Islands and raw
sugar to California for processing.
The 1901 opening of the Moana Hotel
in Waikīkī marked the beginning of Hawai‘i’s
tourism industry. In 1927, Matson – by this
time having long been operating steamships
– opened the Royal Hawaiian Hotel and
paired it with its world-class new luxury liner,
SS Malolo. (Some years later, Malolo was
renamed Matsonia.)
In 1929, Roy Kelley, unable to find work in
the Los Angeles area, arrived in Hawai‘i with
his wife Estelle just a few weeks before “Black
Thursday,” October 24, the start of the most
devastating stock market crash in U.S. history.
Despite the Great Depression that
followed the stock market crash and lasted
throughout the 1930s, Matson accepted
delivery of three more deluxe passenger
liners it had on order and began to operate
the Mariposa, Monterey and Lurline between
1930 and 1932.
In the late
1930s, Matson
commissioned
Eugene Francis
Savage, an Americanborn, Europeantrained artist, to
create nine 4-by
8-foot Hawaiianthemed murals,
Eugene Francis Savage
which would be
installed on its fleet of
deluxe “white ships.” The murals were absolutely
beautiful and, in the Art Deco style of the time,
expressed the feeling of Hawaiian culture.
The murals were completed in 1940,
but never installed on the Matson ships, as
the vessels were all requisitioned by the U.S.
government following Japan’s 1941 attack
on Pearl Harbor, which brought America into
World War II. All four vessels were converted
into troop transports.
Page 16
After the war, the ships returned to civilian use and, in 1948,
lithographs based on the murals were used as menu covers on Matson’s
flagship, SS Lurline. I remember seeing them when I sailed on the
Lurline from Honolulu to San Francisco to attend college in 1951.
Below is the cover of the menu for February 17, 1956, which Barbara
Leutwiler (née MacCornack) gave me this week. She had received it
from her grandparents after they traveled to Hawai‘i sixty years ago.
Courtesy: Matson
Menus and memories... << From 1
SS Lurline menu cover, “Aloha…the Universal Word”
Inside the menu, there is a description of the mural’s meaning.
Hawaiians have a word of many meanings, yet the
whole world seems able to understand them all. It is easy to
pronounce, easy to remember. By constant heart-felt use, those
who coined it have given it wide and lasting currency.
The word is “Aloha” . . . theme of a famous song, idiom
of an ancient, warm-hearted people. It signifies “friendship,”
“affection,” “esteem,” “love.” As a salutation, it expresses
welcome. At parting, it means farewell . . . not with finality, but
with the hope implied “. . . we shall meet again.”
In his scene of an island queen greeting a neighboring
chief and his consort, the artist has dramatized the meaning of
“aloha” in one gesture . . . the presentation of its age-old symbol,
the flower lei. Flowers for the princely visitors, flowers for their
retinue, even a huge lei to garland their canoe.
But the thought was expressed in many ways . . . in dancing
and entertainment, in feasting, in gifts of food for the return
trip . . . “Aloha” said in welcome implied unbound hospitality in
the language of old Hawai‘i.
This mural and the others Matson had commissioned are now
stored in Matson’s Oakland, California, offices. Fortunately, last year, six
of the nine murals were on display at the Honolulu Museum of Art. They
can still be viewed at the following URL: www.artnews.com/2015/07/10/
eugene-savage-the-matson-murals-at-honolulu-museum-of-art/
Outrigger Hotels and Resorts has taken the spirit of unbound
hospitality expressed in these murals and made it the heart of our
operations across the Pacific. It is incorporated into the way we greet
guests and care for each and every member of our ‘ohana. I hope the
cultural history exemplified in Eugene Savage’s Matson murals helps
readers understand how that all came to be.
Aloha!