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Dr. Richard Kelley

OCTOBER 22, 2016

Storms vs. travel >> 14

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

Outrigger Konotta Maldives Resort beats “the big guys”

By Mark Simmons

The Outrigger Konotta Maldives Resort walked away with “Best Resort Asia Pacific” at a recent awards ceremony by the leading travel trade publication in Asia, Travel Weekly Asia. Forty-five winners were honored with Readers Choice Awards at the two Michelin-starred restaurant

Shisen Hanten in Singapore on Oct. 17, and recognized in 12 categories: Airline, Hotel, Resort, Serviced Residence, Airport, Car Rental, Cruise, Travel Agency, GDS, Travel Insurance, Attraction and Destination. “Just like every year, we engaged the Travel Weekly Asia and Travel Weekly China readers to vote for their best choice of travel companies,” said Irene Chua, group publisher, Travel Weekly Asia. “Our winners are the very best in the industry.” Attended by close to 100 international travel industry leaders and influencers, awardees included prestigious hospitality companies such as Marriott International for Best Hotel International Hotel Chain; Meritus Hotels and Resorts for Best Regional Hotel Chain; The Mulia Bali for Best Luxury Hotel; the Mira Moon for for Best Boutique Hotel and One Farrer Hotel & Spa left for Most Innovative Hotel. I was thrilled to represent Outrigger Resorts in accepting this honor.

Mark Simmons proudly accepts “Best Resort Asia Pacific” award on Outrigger Resorts’ behalf

Storms vs. travelBy Dr. Richard Kelley

As I sat down to write this week’s message to the Outrigger ‘ohana, our CEO, David Carey, was on a flight from Hong Kong to Seoul, Korea, and then home to Honolulu. He was lucky to get a seat on a flight out of Hong Kong when he did. He departed just a few hours ahead of Super Typhoon Haima, which at that moment was heading almost directly toward Hong Kong, causing the cancellation of nearly 200 flights out of the city. Earlier in the week, the storm wreaked severe damage in the Philippines. Haima was the second major tropical storm to hit that region this week. A few days before, Super Typhoon Sarika had also passed through the Philippines before crossing the South China Sea and slamming into China’s resort island of Hainan.

Predicted path of Typhoon Haima Friday morningOct. 21, 2016

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Saturday Briefing is published by and for

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 kathysb@outrigger.com.

© 2016 Outrigger Hotels Hawaii An Equal Opportunity Employer

OCT 24: Therese C. Chee, Siu Fong Kwok, Donna Ann L. Laguana, Sanjesh Reddy, Michael Rose, Emerson S. Sales and Gundaway Panday Tabalan.

OCT 25: Alfredo R. Encomienda, Rajesh Kumar Fokeer, Yan Qiao Gao, Lisa Hilton, Mohamed Kamil M. Jiffry, Judson Klinger, Mitsuko Koiwa, Linda Lilibeth B. Lagpacan, Leonard V. Millon, Yu Shin Ng, Pornjit Petnak, Saula Telawa Sabua, Richard Ricardo Sacay, Eddie B. Soriano, Somchoke Tepmanee and Darrin D. Victoriano.

OCT 26: Jojelyn G. Cabulera, Pingting Chen, Benner P. Gatbonton, Mohamed Naufal and Lance K. Sugiyama.

OCT 27: Ricardo R. Aguilar Jr., Timothy J. Akao, Julieto A. Boniel, Clarita Esmeralda, Nileshwar Goundar, Palakorn Jansin, Ratu Meli N. Rerevakijiova, Yashneel Kumar Sarup, Peter Skinner and Adi Akanisi Cea Volavola.

OCT 28: Vicki L. Borges, Jack K. Hao III, Mataiasi Jitoko, Michael K. Lum and Anna Pius.

OCT 29: Sheldon T. Fujishige, Vinai Nawanta, Silvia Ortiz, Narysa R. Serazon, Narida Somsakserm and Michael T. Viscovich.

OCT 30: Jayson C. Abut, Abegail Agustin, Efren Agustin, Faith Antol, James Michael Heather, Herbert K. Kauhane, Laura X.X. Li, Tan Siau Li, Sean C. Ling, Joselito Magante, Danny I. Ojiri, Repeka Ravouvou, Emori Rokodelana, Bulou Merewalesi Ravucake Rokovucago and Elpidio A. Salud.

Employment opportunities If you are interested in a 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 positions from internal candidates. If you have any questions, please contact your HR business unit representative. Application deadline for the following positions is Oct. 28, 2016.

Accounting Assistant – company services (full-time)Processes invoices, verifies invoices and checks and researches necessary information for accounts payable to assist in making accurate and timely payments. Performs various clerical duties. Accounting or business degree preferred. Previous experience in accounts payable and/or general accounting preferred.

Front Office Manager (full time)Directs all phases of guest relations related to front office operations and host development to ensure quality guest service. A minimum of five years guest service/ hotel experience and two years of supervisory experience required. Timeshare experience preferred. Ability to work flexible shifts and days. Must be organized, computer proficient and possess excellent written and verbal communication skills.

KIAHUNA PLANTATION RESORT BY OUTRIGGER®Security officer (full-time)

Responsible for providing security services to assure the safety of guests, hosts and property. Previous security experience preferred. Must possess good communication skills and be able to read various security correspondence such as incident reports, daily logs and policy and procedure manuals.

Outrigger Reef Waikiki Beach Resort honored by Condé Nast Traveler More than 300,000 travelers took part in Condé Nast Traveler’s Readers’ Choice Awards survey, and the Outrigger Reef Waikiki Beach

Resort came in at #25 in The 30 Best Resorts in Hawai‘i! The awards are the result of the magazine’s annual survey ranking the best cities, islands, cruise lines, airlines, hotels and resorts in the world. This year was record-breaking as far as survey reader engagement with over 75,000 comments on over 20,000 listings! Congratulations to the Outrigger Reef Waikiki Beach Resort team on this wonderful recognition.

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Host announcementsBy Paul Richardson and Sean Dee

I am pleased to join human resources in congratulating Mary Loy on her promotion to director of sales and marketing for our Waikīkī beachfront resorts and Kazuhito “Kazu” Inakoshi on his promotion to assistant director, market development. Both positions took effect Oct. 1, 2016. As director of sales and marketing for our beachfront resorts, Mary reports to area general manager and general manager, Clyde Min. Mary was director of sales and marketing for the Outrigger Waikiki Beach Resort since 2014 and now takes on additional responsibility for the Outrigger Reef Waikiki Beach Resort. In her expanded role, Mary will plan and implement sales and marketing strategies across all market segments to increase brand recognition and meet revenue goals. A major focus for Mary is the integration of the marketing and sales efforts for our two beachfront resorts and the implementation of strategic programs to increase bookings directly to Outrigger.com and increase membership in the recently launched Outrigger DISCOVERY loyalty program. Mary is also accountable for meeting guest and owner expectations, for the support of and increase in our social media presence, and in coordinating the resources of corporate reservations and sales and marketing to successfully meet our beachfront resorts’ goals. Mary has a long history with Outrigger. She was regional director of sales; front office manager (FOM) and FOM/assistant hotel manager for the then Outrigger East and West hotels; and joined us as a summer intern in 1982 where she worked in various departments as clerk, cashier, assistant sales secretary, assistant food and beverage bookkeeper and VIP guest hostess in our Kuhio Club.

Mary Loy

Kazu Inakoshi

Mary holds a Bachelor of Science in International Relations from the University of San Diego and is a member of Hospitality Sales & Marketing Association International (HSMAI). She and husband Winston have two daughters, Kianalani, who is studying at the University of California, San Diego School of Medicine and Isabella who keeps them busy with her sports schedule. Outside of work, Mary enjoys spending time with family, shopping, hiking and the opera. Mary and Winston look forward to checking off Santorini Island from their bucket list destination vacation list. As assistant director, market development, “Kazu” reports to Danny Ojiri, vice president market development. He is accountable for production from Asia market sources for our Hawai‘i properties by developing and integrating marketing efforts with Japan, Korea and China source country global sales and marketing representatives’ (GSMR) to support property goals. Kazu joined us earlier this year as sales manager in market development. Prior to Outrigger, he was vice president of purchasing for a local seafood wholesaler; Japanese sales account executive and Japanese guest service manager at Sheraton Waikiki; executive chef, general manager for Touch the East in Honolulu and sushi chef at Kintarou Sushi in Tokyo. He and wife Kazumi have a son Skye who is a senior at the University of Hawai‘i (UH). Kazu spends much of his free time supporting Skye at collegiate golf events and is a golfer himself. He also enjoys surfing. Kazu says the best advice he’s ever received is to “work smart!” Congratulations, Mary and Kazu!

MOMENTS OF AL HAEmbassy Suites by Hilton™-Waikiki Beach Walk®

My name is William Coen. Several weeks ago my wife (Tafney Snowden) and I stayed in one of your [Adelina Balmilero] rooms of your hotel for four nights. When we got home (Kansa City, Missouri) I could not find my Movado watch anywhere. I was really saddened because my wife gave that watch to me 25 years ago for a special occasion. I cannot begin to describe how happy I was when I called the hotel and learned that you had discovered the watch on a night stand and that you turned it in to the head of housekeeping. You are obviously a wonderfully honest person, and I thank

you from the bottom of my heart for discovering it and turning it in. I likewise want to thank you for the exceptional way you kept our suite during our visit. I am sending a copy of this letter to the general manager of your hotel, to advise him/her of what you did, how thankful I am for it and asking him/her to place a copy of this letter in your personnel file...”William Coen | Kansas City, MO Adelina Balmilero

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Celebrating hosts of the third quarter 2016By Ashley Cabradilla

Outrigger ′ohana gathered at the OHANA Waikiki East by Outrigger® on Wednesday, Oct. 19, to honor Hosts of the Quarter (HOQ) for the third quarter 2016. Alan White, Barbara Campbell, Bitsy Kelley, Charlene Goo, Dr. Chuck Kelley, Jean

Rolles, Paul Richardson, Ruthann Yamanaka and department heads were on hand to extend their congratulations and offer words of thanks and praise to all the distinguished honorees and nominees. Congratulations to:

Adelina Roblero Housekeeper | KHR

Nominated by Ian Liufau

Adelina has been a loyal host of the Wyndham Kona Hawaiian Resort for 10 years. She is diligent, dependable and displays a high degree of honesty and integrity. Adelina embraces the value of Kina‘ole (Flawlessness) with the best intentions of doing things the right way, the first time. She understands the brand standards well and does her very best daily to meet the expectations of our owners and guests. She is entrusted to work independently on special projects due to her sharp attention-to-detail, ability to work with minimal supervision and impeccable and timely results. Some of her special projects include cleaning the units designated for VIP and board of directors’ arrival, ‘deep cleaning’ units and organizing our back-of-the-house inventory. Adelina is especially admired for her dedication and effort.

Alipio GalamgamHouseperson | KVLNominated by Amor Tadena

Alipio is an asset to our housekeeping department and has been with The Kapalua Villas Maui since January 2001. We are fortunate to have him, as he is willing to assist with tasks outside of his daily housekeeping responsibility, such as ensuring that we are fully stocked with supply inventories. He also assesses the housekeeping carts to make certain they are in good condition. Alipio shines as the perfect example of our value of Na Mea Ho‘okipa (Host) with his can-do attitude. He promptly reports to work with a positive attitude and is flexible with his schedule, even on short notice. Alipio is truly deserving of this recognition; he is a great housekeeper who brings years of experience and skill, along with producing units to satisfy our guests’ expectations.

Camille KanemoriGuest Services Rep | OWK

Nominated by Keith Christy

Camille is the steady and unwavering pillar that supports all we do at guest services. Although she is rarely seen by guests, her handling of room blocking is what allows the front desk to provide the service we do. The room plan screen in Opera often looks like Swiss cheese—Camille tirelessly and painstakingly makes those holes line up by pouring through reservations one by one. Even when we’re oversold in categories and down to just a handful of available rooms, Camille finds a way to get everything booked. With the current wave of groups booked for the resort, she manages to make everything fit; even around the various contract requirements and room requests. Camille’s behind-the-scenes work sets the foundation for our hosts to achieve Outrigger’s promise of local culture meets world-class hospitality.

Catherine ViloriaHousekeeper I | WRG Nominated by Marilyn Castillo

Although Catherine has only been a part of the Wyndham Vacation Resorts Royal Garden at Waikiki for eight months, she epitomizes the perfect host for Wyndham and Outrigger. She comes in to work every day with a positive and upbeat attitude. From the moment she enters the lobby, you can hear her greeting our guests with ‘aloha’ and her infectious smile. Our guests know her by name and often thank Catherine for her exceptional service during their stay. Guests and managers praise her pleasant demeanor and commitment to hospitality excellence. She takes pride in what she does and always strives to improve her work performance. Catherine truly exemplifies Ke ‘Ano Wa‘a in every single task undertaken. Thank you, Catherine, for your can-do attitude.

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HOQ ... << From 4

David CheangHousekeeper II | ESH

Nominated by Leonida Lumantas

David is a 27-year Outrigger veteran, with nine years at the Embassy Suites by Hilton™ - Waikiki Beach Walk®. He cares about our guests and is attentive to their needs. On average, David completes 20 guest request deliveries daily and portrays Kina‘ole (Flawlessness) by meeting guest expectations and satisfaction every time. David cares about our hosts and goes the extra mile to help others by delivering supplies needed with a sense of urgency so his coworkers can complete their assignment in a timely manner. Since working at Embassy, David has personally trained 10 hosts in the duties and responsibilities of a housekeeper II. For this year’s Embassy ‘Catch Me At My Best’ brand initiative, David won first place for writing the most catches, recognizing his fellow hosts for doing a great job. David is loyal to our guests, hosts and managers. Thank you, David, for making it right for all of us.

Helina WongSales and Service Coord. | ORF

Nominated by Robin Estrada

Helina started two years ago with little sales and marketing or group experience; she has since become a valuable asset to Outrigger Reef Waikiki Beach Resort (ORF). She assists the director of sales and marketing, conducts sites and services all groups. The group portion of the job is huge as she coordinates every aspect of a group: rooming list, deposits, payments, room count status, all details of the group and communicates all of this to the team. This year ORF will have more than 110 groups, with October and November having 20 groups arriving per month. Helina also helped implement a standard operating procedure for our hotel’s room/car package entailing generating an Opera car package report, working with Enterprise to ensure all car reservations were booked and developing a spreadsheet for front operations. Organized, reliable, meticulous, a team player and always with a warm smile – that’s Helina Wong.

James LeduneGuest Services Rep. | RSC

Nominated by Carol Hana

James works at the Royal Sea Cliff Kona by Outrigger® front desk, and with the exception of one maintenance person, he is the only host on the property after 6 p.m. Our biggest piece of business is the Hannes Group that stays with us every year in conjunction with the Ironman World Championship. The athletes arrive en masse very late at night and speak only German or French. In order to facilitate a smooth check-in, James took the initiative to use Google and translated all of the check-in procedures to both German and French, and attached them to the key-card holders. The group leader, Mr. Hannes, has been coming to Royal Sea Cliff for more than 15 years, and he claimed that this year was by far the smoothest check-in ever! Thank you, James!

Jean Paul Xavier SamyChef De Partie | MOR

Nominated by Ingrid Salmon and Annabelle Louis

Chef Jean Paul is an enthusiastic and hardworking host at our Edgewater Restaurant at the Outrigger Mauritius Beach Resort. His strong dedication toward his work, great sense of belonging and drive has seen him grow from demi chef de partie to chef de partie. Chef Jean Paul’s mannerism is professional, friendly and approachable and his cooking expertise is exceptional; ingredients, sauces and main courses are what his evening is all about. He is a team player and treats all his colleagues with love, compassion and dignity. He guides his subordinates constructively and efficiently. Chef Jean Paul lives our core values every day and continues to satisfy our guests through his food and exceptional service. His 19 years past and rich experience in the kitchen has made ‘cuisine’ one of his passions and to Edgewater’s benefit!

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Jill Lottie Team Lead | OMI

Nominated by Kelly Smallwood

Currently working at the global contact center, Jill consistently demonstrates the Outrigger values. She displays Kaulike (Equality) by respecting her fellow hosts. She treats everyone with dignity and is always quick to show appreciation by giving compliments to others when she sees something great happen. Jill goes above and beyond expectation by being fast but also thorough and consistent. When you ask for help, no matter how busy she may be, she always comes back with a solution faster than expected. Jill understands that if we are provided with reliable resources, then we’ll know how to find the answers quicker, which results in exceptional customer service. Jill exudes A‘o (To Learn, To Share) as she prepared the training for SharePoint and ensured an easy transition for us with minimal concerns and questions. With Jill as our DISCOVERY expert, we have all of the tools we need to confidently assist guests with this new program.

Jonathan GelacioBell Person | OBC

Nominated by Kyle Kawabata

Jonathan has been a tremendous addition to our bell staff since transferring from the OHANA Waikiki West Hotel last April to the Holiday Inn® Resort Waikiki Beachcomber. With his easygoing style, he is able to connect and relate with our hosts and guests. Through his 30 years of experience, Jonathan has learned what it takes to make our guests feel important. He shares the aloha spirit and takes ownership to make sure every guest enjoys his or her vacation to the fullest. This has been evident by several positive TripAdvisor reviews where Jonathan has been mentioned. One example includes a guest who spoke highly of Jonathan and enjoyed his warm hospitality. We are truly appreciative to have Jonathan on our team, and we feel he deserves recognition as our Host of the Quarter. Way to go, Jonathan!

Laura MedeirosHomeowner Liaison | KPR

Nominated by Donna King

At Kiahuna Plantation Resort Kauai by Outrigger®, all units are individually owned and rated using an A, B, C scale. Laura was tasked to decrease the number of C units by 85 percent over the course of a year. We are proud to say she has exceeded this goal. Laura has worked efficiently and professionally with our homeowners to upgrade their units. This is not an easy task at this 40-year-old property. She has to rely on third-party vendors, housekeeping and maintenance to accomplish this. Plus, she has to encourage the owners to spend money to make this happen. Her determined work ethic, organizational skills and patience are an asset to the Kiahuna Plantation ‘ohana. The units have never looked better and Laura continues to deliver results. The rental committee and the owners enjoy working with Laura.

Lianne BryantData Analyst II | Co. Svcs.

Nominated by Laurie Hirata

Lianne is one of the team members on the data management team in IT. Her positive attitude, high integrity and willingness to go beyond her responsibilities are one of the reasons why Lianne is so deserving of host of the third quarter. In this past quarter, the data management team lost two longtime hosts one week apart. Through Lianne’s efforts, we were able to complete all of our day-to-day challenging tasks without skipping a beat. She was also tasked with the additional responsibilities to cover our very active and constant reclassification of room types for our condo division. Lianne is also taking a very proactive role in our upcoming GHA project, and we are very grateful to have her as part of our team. Lianne is very deserving of this award! Congratulations, Lianne!

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Medardo IlmengMaintenance | NSR

Nominated by Scott Keefe and Norman Runyan

Mede has worked at Napili Shores Maui by Outrigger® for over 10 years. He is a skilled worker who brings a can-do attitude to work every day. Mede works the afternoon shift and is depended upon to take care of our guests whether it be a refrigerator problem or they need help hauling their luggage up the stairs, in addition to the numerous work orders and projects on property, Mede assumes many projects on his own and completes them within the timeframe required and with attention to detail. Recently, one of our fences along the beach walk area was damaged by a falling tree; Mede took the initiative to repair, not only the fence, but other sections around it and made it structurally sound. We are very pleased with his performance and know we can always depend on Mede to do a great job and follow-up with his team.

Mosese Magoon TawakeFood and Beverage Attendant | FOR

Nominated by Sharon Naidu

Moses joined the Outrigger Fiji Beach Resort through the community training program in 2011 and was recruited as a seasonal food and beverage attendant in the Sundowner Bar and Grill restaurant, then later promoted to permanent status in 2013. His charismatic personality and can-do attitude, prompted a transfer to the award-winning IVI fine dining restaurant. Without a doubt, Moses sets the bar in terms of professionalism in service and delighting every guest. His persona and above-and-beyond attitude has seen him recognized by guests 171 times from the beginning of the year to today through food and beverage comment cards or TripAdvisor. The accolades contributed to his being nominated every month for Host of the Month and winning Host of the Month in June 2016. Moses also enjoys learning; he recently took up a marketing course and is currently working on a TAFE Advanced Diploma course.

Pepito Pagtulingan General Maintenance (Utility) | RBW/WSR

Nominated by Walter Tolentino

Pepito is an outstanding contributor to all departments at both properties, Regency on Beachwalk Waikiki by Outrigger® and Waikiki Shore by Outrigger®. He has been with Outrigger since 1989 and has worked at many different properties, departments and positions. His attention to detail, willingness to learn and proactive nature make him very special. Pepito is aware when owners are coming and ensures that everything in the room is functional and in order. For two properties, Pepito also mastered the houseman duties, even when both properties run differently. With courtesy and a sincere smile, you can always find him cleaning stations, delivering requested items to guests and assisting housekeepers with special projects. With our unique remote check-in at WSR, Pepito is able to switch from maintenance to front desk where he helps with check-in guests and assists with their baggage.

Ritchie SuicoGeneral Maintenance

(Utility) | FBWNominated by Stanley Trueman

and Glenn Nagasako

Currently at the Wyndham at Waikiki Beach Walk®, Ritchie exemplifies the Ke Ano Wa‘a values. He is an exceptional host, always smiling and willing to go the extra mile to satisfy our guests’ needs. Even during the grave shift, Ritchie keeps himself busy by walking the floors looking for any discrepancies to paint or repair. Ritchie exudes A‘o (To Learn, To Share) as he is willing to step up to the plate and take on new projects. For example, when we decided to upgrade our game room, even though he had no experience in installing fiber boards, he volunteered to take on the challenge. The following week, he removed the old fiber boards, drywall mud on the walls, painted and installed a wave designed fiber board. The end result was beautiful. Ritchie’s relationship with the other departments is excellent as he drops what he is doing to assist his peers when needed. Mahalo, Ritchie!

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Saane Tone TanakaHousekeeper | OANNominated by Diana Lene

Saane has gained the respect of her team in not just housekeeping but the front desk at the Aina Nalu® Lahaina by Outrigger®. She displays A‘o (To Learn, To Share) as she continues to grow within both departments. She was trained as a housekeeper and housekeeping supervisor, and was asked to train at the front desk so she could learn new skills. When she was scheduled for front desk shifts two days a week until the hire/training process was completed, the housekeeping manager went out on medical leave. Saane was such a trooper, not once did she complain, and she even canceled her vacation so she could remain committed to keeping all three of her areas of responsibility moving forward during this challenging time. We are so proud of Saane’s team spirit and feel so blessed to work side-by-side with her. Thank you, Saane, for your great attitude and your ever-present smile.

Shu Wen ChenHousekeeper | OEH

Nominated by Joselyn Valenzuela and Yuet Oy Au

Shu Wen has been with the OHANA Waikiki East by Outrigger® for five years and has proven she is a team player with an upbeat, positive attitude and an adaptability to unexpected situations. Shu Wen is efficient and consistent in meeting expectations for any projects. Recently she trained our newly hired houseman on how to clean a room, make a bed and manage his time to be able to finish 18 rooms. She has such a strong work ethic as she strives for excellence and willingly lends a helping hand to others. Shu Wen is not only flexible with her schedule, but has achieved perfect attendance for the past years. Guests have commented about her pleasant demeanor, caring attitude and the hard work she puts in as her rooms are always clean. Shu Wen takes pride in the cleanliness and safety of her rooms and working area.

Vichit ThammarovesTechnician | TLR

Nominated by Sukanya Somphan

Khun Per has worked with our Outrigger family since the Outrigger Laguna Phuket Beach Resort opening and is known for his friendly, positive and service-minded attitude. He is an outstanding performer as he is able to complete his work in a timely manner and at a high standard. Per Khun is always willing to offer his assistance and consistently supports the engineering team, as well as other departments and hosts without hesitation. In addition, Khun Per is proactive and committed to learning and developing his skills. He regularly participates in training courses provided by the resort and has continued to develop several important skills in his field positively impacting the jobs and projects he has undertaken. The diligence and dedication demonstrated by Khun Per have been recognized by supervisors and fellow colleagues. We are proud of his efforts and look forward to watching him continue to grow and succeed.

Victor NervezaBell Person | OMH

Nominated by So’o Tana

Victor is a 26-year Outrigger veteran; he is an exceptional host who loves to work the night shift and excels beyond the call of duty as part bell person/security. Victor is organized and prepares reports for the next bellman who returns in the morning, along with updating the managers on any event that may have happened during the night. Victor’s Kuleana (Accountability) and aloha spirit make our guests want to return again and again. He makes it a priority to protect and care for the property and his work is a true reflection of our company values. Victor also reflects our value of ‘Ohana (Family) as he has a garden at home and he thoughtfully brings fruit and vegetables to share with our hosts. Congratulations, Victor, and thank you for your hard work!

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HOQ ... << From 8

Vincent Lin | Lead Maintenance | HGHNominated by Carl Kruse

Vincent has shown to be a valuable asset to our Hokulani Waikiki by Hilton Grand Vacations’ engineering team. He can be counted on to complete whatever task he has been assigned and does it with enthusiasm, initiative and accountability. He does whatever it takes to ensure the task is completed with neatness, quality and guest satisfaction. Even during busy times, Vincent has shown a willingness to help others by helping to complete a job or sharing his knowledge on how best to complete the assignment on time, doing it the right way. He shows the initiative to want to learn more in all the skills that the engineering department is tasked with. He also works well with the other departments, even lending a hand if they need help. Mahalo, Vincent!

Congratulations to our Host of the Quarter nominees:

Brian Teramae, Christian Yagi, Cresilda Justo, Dennis Dang, Donnella Frantz, Feng Zhen Chen, Greg Shimabuku, Jennelyn Macugay, Jennifer Macadangdang, Jian Chun Rong, Jonathan

Back: Donnella Frantz, Jonathon To, Jonathan Gelacio, Victor Nerveza, Vincent Lin, Ritchie Suico, Cresilda Justo, Jonathan Trueman, Lilibeth Gabriel, David Cheang, Pono Kahili, Violet Tanaka, Helina Wong, Kenneth Asato, Reymundo Deperalta Jr., Jian Chun Rong and Michael Feng

Front: Christian Yagi, Jennelyn Macugay, Catherine Viloria, Shu Wen Chen, Lianne Bryant, Camille Kanemori, Feng Zhen Chen, Norine Diorec, Jennifer Macadangdang and Shaoru Li

Trueman, Jonathon To, Kenneth Asato, Lilybeth Gabriel, Michael Feng, Norine Diorec, Pono Kahili, Reymundo Deperalta Jr., Sarah Bernabe-Denton, Sean Ling, Shaoru Li and Violet Tanaka.

*Positions and properties listed are where hosts are currently employed.

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Happy birthday, Princess Kai‘ulani!By Denise Torres

Princess Ka‘iulani was heir to the throne of the Kingdom of Hawai‘i and known throughout the world for her intelligence, beauty and determination. Celebrations in her honor began at the OHANA Waikiki East by Outrigger® (OEH), Fri., Oct. 14, with hosts and guests making lei to be presented in a ceremony held on her birthday, Oct. 16. Her birthday began with Princess Ka‘iulani Elementary school fifth graders and cheerleaders performing a number of hula at the Princess Ka‘iulani statue as well as in the hotel lobby. A procession followed to the statue at Princess Ka‘iulani Park by Daughters & Sons of Hawaiian Warriors; ‘Ahahui Ka‘ahumanu; Hale O Na Ali‘i O Hawai‘i; OHANA Waikiki East by Outrigger® hosts; and invited Princess Ka‘iulani hotel hosts and guests. A ceremonial coconut tree planting was led by Kimo Miguel, with OEH General Manager Niel Mason and Princess Ka‘iulani Hotel Manager Jim Weisigner, to signify continued growth and unity among the two hotels. The day concluded with a craft fair in the easement with local crafts ranging from Hawaiian printed towels, coconut weaving, sea glass jewelry, Princess Ka‘iulani T-shirts, Tahitian pearls, puka shell necklaces and much more. It was a beautiful day for a beautiful person.

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Aussie rules stars kick a goal at Outrigger FijiBy Donna Parkin

Australian rules (football) stars from South Australia’s Adelaide Crows team descended on Outrigger Fiji Beach Resort last week to share their football skills with local fans. Team stars Eddie Betts, Huge Greenwood, Matthew Clarke, Jake Lever and Tate Kaeslerall spent a week at the resort holding a number of football clinics at Conua District School. Eddie Betts has played more than 250 games in the Australian Football League and is a leading player with the Adelaide Crows. He has received the ‘Goal of the Year’ award for the past two years in the AFL. Hugh Greenwood is a rising star with the South Australian National Football League; Matthew Clarke played 258 AFL matches across four clubs in his career; Jake Lever plays for the Crows; while Tate Kaesler is the club’s development coach. Students at Conua were divided into groups with two clinics held over two days to enable everyone to hear the

secrets of playing top-level Australian rules and to listen to the players’ stories of how they came to play in the AFL. While at the school, the group also helped with the resort’s community tourism project, the construction of a kindergarten that will accommodate 30 children, aged 4 - 6 years. The kindergarten, when completed later this year, will be named after Eddie Betts. The group also traveled to the BLK Factory Outlet in Lautoka where they toured the store and met sports fans. While the footballers were mingling with the local Fijian community, their wives and partners were experiencing Outrigger Fiji Beach Resort hospitality while their children enjoyed the kids club and the resort’s MeiMei nanny service. Outrigger Fiji Beach Resort General Manager Peter Hopgood said the group had been an inspiration to the children they had met. “I’m sure that one day we will see a Fijian kicking the winning goal at an AFL grand final.”

Team arrival at Outrigger Fiji Beach Resort Eddie and team with children at Conua School

Eddie Betts and children during football clinic Working on the resort’s community tourism project

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Catch aloha, recognize excellenceBy Marsha Kapu

The power of Catch Me at My Best® Catch Me at My Best® inspires friendly competition and gives us the opportunity to recognize all the acts of aloha (hospitality) – big and small – that make our company so special. At Embassy Suites by Hilton™-Waikiki Beach Walk®, we believe in delivering what really matters to the guest. That’s also the idea behind Catch Me at My Best®, our seasonal recognition program. Catch Me is all about celebrating our year-round commitment to providing endearing, down-to-earth, approachable, upscale and relatable service. We know that in order to create

1st place | Lleuellyn Calses 2nd place | Yu Ying Lin 3rd place | Julieto Boniel

exceptional guest experiences, we have to recognize the hosts who make them possible. 17,961 Catches have been entered at Embassy Suites by Hilton™-Waikiki Beach Walk®, putting us in second Place for the most catches over ALL Embassy Suites properties. 169 different team members have been ‘caught.’ ESteam hosts that GAVE catches were tallied as well as those RECEIVING catches. eCatches are noted straight to our dashboard and are also tallied upon approval.

16,672 catches | Heart of the House 778 catches | Food and Beverage 511 catches | Front of the House

Casting our nets extended beyond the reef to our partners, Expedia and Hilton Grand Vacations. Congratulations to:

Most catches OVERALL RECEIVED by Individuals:

Most catches MADE by an individual | David Cheang

Department specific Most catches RECEIVED:

Food & Beverage | Aldrin Ortaleza Bell | Dean Hashimoto Maintenance | Marcelino Baguyo

Loading Dock | Brendan Agustin

Front Desk | JayMar Acidera

Hilton Grand Vacations Joanne Hara

ExpediaBen Puccetti

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Outrigger Fiji Beach Resort MFP grads!By Sharon Naidu

Founders Day ‘fotos’

They keep comin’! Enjoy!

Managers and supervisors with Alan Darr

Fourteen department heads, plus five supervisors, underwent the Management Fundamentals Program (MFP) for the very first time, facilitated by Alan Darr, vice president human resources and support, Asia Pacific. The two-day training, held Oct. 18 and 19, covered leadership, effective communication, handling problems and conflict and team building and motivation. Many of the participants found handling problems and conflict quite beneficial as some said they were now more confident in addressing issues that will arise in their departments. Another interesting topic was leadership, where it allowed them to identify their traits and style of leadership. It was a much-needed training for the Outrigger Fiji Beach Resort current and

future leaders as this will assist them in continuously strengthening their skills, especially when it comes to managing our teams. A big vinaka vakalevu to Alan Darr for coming to Outrigger Fiji Beach Resort and giving all an opportunity to undergo this valuable course.

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Storms vs. travel ... << From 1Aloha and mahalo, Charlotte!By Kathy Oyadomari

On Oct. 19, we bid thanks and a warm aloha to Charlotte Kanamu, who retired after seven years of dedicated service. Dr. Chuck Kelley, Bitsy Kelley and Simeon Miranda expressed their appreciation on behalf of Outrigger Hotels and Resorts for her hard work and contribution. Charlotte has always worked in housekeeping at the Embassy Suites by Hilton™-Waikiki Beach Walk®. Her retirement plans include having fun and traveling to the neighbor islands and Disneyland with her sons, Sean and Coty, and her sister’s family. The housekeepers sang Hawaiian Way and Farewell for Just Awhile for Charlotte. Carol Lopes shared that “Charlotte is the only housekeeper choir conductor in housekeeping and she taught many of our housekeepers how to sing both songs with correct Hawaiian and English pronunciations and melody.” Charlotte shared that “working for Outrigger has been a blessing to me and my family. Outrigger has shown me that every one of us is important and valued, making us better people and capable of doing anything. When my sons attended grade school, they learned I am lovable and capable, and that’s what I learned in my years working in housekeeping and for Outrigger. I learned a lot and am excited to share it forward. Imua!” Charlotte thanked Outrigger for having the best benefits coverage. She was able to take better care of herself and is going into retirement happy and healthy. Charlotte told her fellow housekeepers, “I want you to continue to work together as a loving and caring family.” She sang an oli (chant) to her fellow housekeepers to express her thanks for their hospitality, love, generosity and knowledge.

Sheryl Tsugawa, Bitsy Kelley, Simeon Miranda, Charlotte Kanamu, Carol Lopes and Dr. Chuck Kelley

Scientists believe that the increase in the number and severity of storms spawned in the equatorial Pacific is related to the cyclical warming of the ocean called El Niño. For those interested, the Met Office, part of the UK’s National Weather Service, has created a good, short video on El Niño, which is available on You Tube1. The video shows how the waters in the eastern equatorial region of the Pacific Ocean heat up over several years. This leads to frequent, severe tropical storms such as we have seen this year all over the Pacific. Then the cycle reverses. La Niña is the opposite of El Niño and represents periods of below-average sea-surface temperatures across the equatorial east and central Pacific Ocean. According to NOAA, the U.S. National Oceanic and Atmospheric Administration, during La Niña, winter temperatures are warmer than normal in America’s southeastern states and cooler than normal in the Northwest. If a La Niña event is strong enough, it could also mean above-average precipitation and cooler temperatures in the northern Midwest, which by winter could mean more snow. Most scientists believe the Pacific Ocean has come to the end of El Niño and is entering a La Niña phase. These changes will definitely affect Travel & Tourism, particularly in the Pacific Ocean areas where Outrigger operates or is developing nearly 40 properties ranging from hotels and resorts to condominiums and timeshares.As I wrote last week, difficult weather conditions are a part of life on Planet Earth. At Outrigger Hotels and Resorts, we are always looking for ways to be better prepared for the next storm. We should, because as just about everyone who keeps a close eye on major oceanic storms says, it’s impossible to tell when a full-blown hurricane, typhoon or cyclone will bear down on one of our properties in the Pacific or Indian oceans, but eventually one will. Let’s be ready!

1 https://www.youtube.com/watch?v=WPA-KpldDVc

During El Niño, the temperatures of the equatorial waters of the eastern Pacific Ocean rise several degrees and storms result