a message from richard r. kelley to our outrigger ‘ohana...

Dr. Richard Kelley

OCTOBER 24, 2015

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

Host of the Quarter >> 3-7* Positions and properties listed are where hosts are currently employed.

Celebrating hosts of the third quarter 2015BY ASHLEY CABRADILLA

The Outrigger ′ohana gathered at the OHANA Waikiki East on Wednesday, Oct. 21, to honor Hosts of the Quarter for the third quarter of 2015. Alan White, Barry Wallace, Bruce Schneider, Charlene Goo, Dr. Chuck Kelley, Elizabeth Cambra, Jean Rolles and department heads extended congratulations and offered words of praise to all the distinguished honorees and nominees. Congratulations to:

DEBRA-ANN CHANACCOUNTANT MULTI-PROPERTY • ESH

Debra is quiet but very effective! She handles the accounts receivable at the Embassy Suites by Hilton™ - Waikiki Beach

Walk® (ESH), but to say only that would be an injustice, as she helps with everything from reservations to billing to researching postings for the front desk, travel agent commissions, credit card charge-backs and more. Debra has a wonderful rapport with hosts and guests and readily resolves issues. Recently, a frustrated return guest inquired about a previous stay being charged twice. Debra spent several hours and numerous calls to our bank, as well as the guest’s card’s bank resulting in a hold being released on the card and granting the guest access to funds. In the end, the guest was satisfied and will be returning to stay with us again.

EDITHA SEMILLANOHOUSEKEEPER • KVL

Editha is an important member of The Kapalua Villas Maui (KVL) ensuring the villas are clean, sanitized, completely

stocked with in-room amenities, and the kitchen property equipped. Aside from these duties, she is frequently asked to prepare units for VIPs, owners, owner’s guests and site inspections. Some examples include placing flower petals on the bed and in the bathtub for newlyweds and creating linen swan sculptures for VIPs, returning guests and owners. Editha has a keen memory of how owners like their unit upon arrival and she can be counted on to exceed their expectations. She promptly reports for work, exudes a positive attitude and adheres to the requirements of her work. We are proud to have Editha as part of the team. Congratulations!

Hospitality and communication skills

more important than ever

By DR. RICHARD KELLEY

During the lifetimes of our founders, Roy and Estelle Kelley, all of our company’s operations were located in Waikīkī and my father, in particular, practiced MBWA (Management By Walking Around). He would walk in to most of our Waikīkī hotels almost every day to find out what was going on and greet the members of our ‘ohana. He did not need a computer or spreadsheet to tell him what was happening. Modern technology has made an unbelievable amount of information instantly available and transportable in terms of both time and geography. As a result, almost anything we do has to be considered in terms of both local and international impact. What we do in the Maldives this morning might be reported by Hawai‘i newspapers in afternoon online posts or on the Honolulu evening television news. As a result, social skills have become more important than ever

Hospitality and communication skills >> 10

Dr. Richard Kelley

Happy birthday!NOV 4: Pawinee Khaophongam, Termi Kottin, Vaulina Lewasewa, Agricola G. Molina, Irish V. Murakami, Vasemaca Tagataga Nakai, Edgardo Nonesa, Ronald Ritesh Prasad, Kusalin Singhatham, Supachok Tansiri and Jennyvie G. Ward.

NOV 5: Diony D.L. Agliam, Abner Collazo-Cruz, Pee J.G. Domingcil, Dinessen Govindasamy, Abhishek Kotowaroo, Conchita A. Malaqui, Elina Vakabiri Naivalu, Marie Jane Doris Stephanie Jean Pierre, Nimesia Sengebau, Sapneel Raj Sindhay, Steven M. Solberg, Jovencio D. Sumibcay, Thaksinan Thawai and Laisaiasa Vina Vua.

NOV 6: Bryan I. Alokoa, Pisamai Chookla, Xue Qun Guan, Nattawat Onmak and Aaron A. Robinson.

NOV 7: Kenneth Y. Asato, Ronan Ayo, Roy K. Beppu, Prasert Choomtong, Annabel U. Garcia, Winai Junpong, Jasmen Peralta, Doungrat Sae-sow, Sheryl Sao, Florencia A. Silapan and Asupon Suttamas.

NOV 8: Lourdes V. Crodua, Mia De La Cruz, Mateo Kaveni, Jetsarit Kitjanuvat, Awadsada Luangsa-ard, Renato G. Luna, John Paul Manlucu, Salendra Shailesh Reddy and Viliame Taufa Vuniwaqa.

NOV 9: Ronnie Edjie M. Barit, Norma E. Cadelina, Sereia Laite Ganilau, Akiko Futakami Glasscock, Barton Arthur Jackson, Ho Soon Kang, Sureti Labalaba, Elenoa Lesu, Isma-ae Madereh, Brandon M. Stalnaker, Kevin L. Taira and Sainimere Likuselala Waqaisavou.

NOV 10: Justin Abraham Carles, Leonila Francisco, David R. Guzik, Damrong Kaewpraita, Vasemaca Musu Lalabalavu, Jawuwan D. Martin, Samuela B. Nabou, Elizabeth Milana Quero, Janet Ringlen, Avelino G. Rosal and Ofelia F.A. Valdez.

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 [email protected].

© 2015 Outrigger Hotels Hawaii An Equal Opportunity Employer

MOMENTS OF AL HAOutrigger Waikiki Beach Resort“Aloha! I just wanted to thank you for working with Dee [Deelight Quezon] to extend my check-out time to 6 p.m. I’ve been coming to this hotel for over 40 years, mostly because of the unmatched service and sincere pleasantries and helpfulness of the staff and management, and your kind gesture just reinforces that belief. It was most appreciated. Almost every trip I mention to Robert [McConnell] how good his people are and how well they execute their tasks and without detailing the specifics, not only will I again express how appreciative I am of this wonderful service, but I intend to compliment and recommend this hotel on a couple of travel websites. I will not refer to the specific reason as I expect you don’t want to be innundated with similar requests. A couple of days ago, Robert said, ‘Welcome Home’ and that’s exactly how it feels because of thoughtful acts like yours.”Dennis TokarekRichmond, BC Canada

Hokulani Waikiki by Hilton Grand Vacations Club“Thank you [Cresilda Justo] for your great service in my room this trip...You are a great housekeeper!”Wayne DryeAtlanta, GA

Employment opportunities

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 positions from internal candidates. If you have any questions, please contact Kelly Smallwood at [email protected]. Application deadline for the following position is Oct. 30, 2015.

Wholesale Supervisor, Global Contact Center (Denver, full-time) Supervise and support all aspects of the daily operations of the wholesale department. Primary responsibility is to ensure an excellent customer service experience for our guests by meeting key performance indicators and service level goals while creating a positive and motivating work environment for all hosts. Serve as a coach and mentor to direct reports to ensure the success of the individual host and the company. A minimum of 5 years customer service experience and 2 years of leadership experience required. Central reservations system, workforce management, telephone systems experience preferred. Excellent written and verbal communication skills required. Must also be able to read, analyze and process basic mathematical calculations of performance results, business trends, staffing and other projects as assigned. Excellent computer skills required, familiarity with use of other office equipment preferred. Must also be able to work a flexible schedule, including evenings, weekends and holidays.

Host of the Quarter ... << From 1

ERIC LIUHOUSEKEEPER • WSR/RBW

Eric wears many hats at the Waikiki Shore by Outrigger® (WSR) and Regency on Beachwalk Waikiki by Outrigger® (RBW), and wears each hat well. His attention to detail, willingness to learn and proactive nature make him very special. As a houseman reliever, Eric quickly learned and mastered the duties for two properties, even when both properties run very differently. As a housekeeper, Eric exudes Kīnā‘ole as he takes it upon himself to take care of his own maintenance work orders in guestrooms when he knows the AM or PM maintenance person is busy. With courtesy and a warm, friendly smile, you can always find Eric cleaning his station and assisting both guests and co-workers with any special requests that they may need. Eric is caring, conscientious, dependable and a good team player. He comes to work every day with a smile and ready to conquer the world.

ERIN AKAUOFFICE COORDINATOR/

CLERK • KPR

Erin has been with the Kiahuna Plantation Resort Kauai by Outrigger® (KPR) for a little over a year now, and in that short time, she has proven to be a great asset to the maintenance staff. Erin continuously monitors work status and alerts our team of any outstanding work requests that last longer than a day. She continues to be the moral compass in our department and continually reminds us who pays our salaries and what our obligation is to the owner and the property staff. Erin’s methods and skills bring a modern approach to dealing with specific issues and her enthusiasm positively affects all of the staff. Her persistence creates a higher standard for the department and the company as a whole. We are proud to have her on the team and congratulate her on a job well done.

JOSHUA HADDADI GLOBAL DISTRIBUTION

ADMINISTRATOR COMPANY SERVICES

Josh is tasked with everything from administrative tasks to complex research, analysis and projects. He easily takes on all tasks with the same level of attention while assisting the entire department with a calm, even-keeled attitude and a good dose of humor.Josh is known as a “can-do” person and is often requested to help with projects that require his attention to detail and intelligence. He does not just do what he is told but wants to understand the entire process and rationale so he can ensure the job is done right. Josh is eager to learn and take on more responsibility. Recent examples of this are his taking over reports and learning our new booking engine backend system. Recent research, analysis and administration, include: resort fees, impact of lost properties, Web performance reporting, forecasting, assisting with OE presentations, departmental budgets, ensuring things are scheduled and everything is humming.

JOVANIE TIEMPOPOOL ATTENDANT • ORF

Jovanie exemplifies The Outrigger Way—Paddle 3: Caring for Our Guests. Recently at the Outrigger Reef Waikiki Beach Resort (ORF), a guest jumped into the pool unaware of the depth of the water and began flailing his arms in the air. Without hesitation, Jovanie quickly responded by reaching for the guest and pulling him out of the water. Another example of how Jovanie displays Nā Mea Ho‘okipa is when a guest wanted to purchase bike shorts; Jovanie not only suggested a shop, but also took the time to walk the guest there after he got off work. Whether it’s being there by assisting a guest in need, building lifelong connections with new and return guests, or dealing tactfully with frequent non-guests, Jovanie is truly honored to be a host. He is a great supporter of company events as he proudly represented the company and resort by running in the JALPAK Ekiden Relay. Also a good sport, he was part of our unique program for our Housekeeping Week celebration.


JUNIE PALACPAC GENERAL MAINTENANCE

(UTILITY) • HGH

Junie has come a long way at the Hokulani Waikiki by Hilton Grand Vacations Club (HGH) since changing from the role of houseman to performing maintenance work. He shows enthusiasm, initiative and Kuleana (Accountability) to do whatever it takes to make sure that he completes every task with Kīnā‘ole (Flawlessness), quality and guest satisfaction. Junie has a willingness to learn what is needed to maintain our guest rooms and equipment. He understands no task is too big when done together as he is constantly helping others to make sure work orders are completed in a timely fashion to ensure guest satisfaction. Junie continues to show initiative to strive and grow as a fellow maintenance worker. He shows great pride in making sure everything is done right the first time. Junie is a hard worker and his efforts have produced high quality results.

LAI HUNG WONGHOUSEKEEPER I • OEH

Working at the OHANA Waikiki East Hotel (OEH), Lai Hung is a 30+-year veteran. Through her years of experience, she has gained knowledge in the hospitality industry and continues to exceed all the duties and responsibilities of her position as a room attendant on the 16th floor. Lai Hung has a strong work ethic as she has the ability to work independently and tackles every task with pride. Lai Hung has had perfect attendance for the past three years and in this quarter alone received 25 guest comment cards. She has been acknowledged for her customer service, cleanliness and high performance standard. Lai Hung takes pride in her working area by keeping it clean and safe for everyone. The OEH housekeeping team feels fortunate and grateful to have Lai Hung on our team. Mahalo and congratulations, Lai Hung!

MANUEL NICOLASGUEST SERVICES REP • OMH

At the OHANA Waikiki Malia (OMH), Manny is a veteran host with 31 years of service to the company. He has proven beyond our expectations that he can take on any responsibility that is given him. Manny’s primary title is a guest services representative/bellman, but he has challenged himself to be a manager on duty when needed and has also stepped up to be one of our Alaka‘i leaders. Manny portrays our values by being proactive. He is known among his peers as a Jack-of-all-Trades as he has the eagerness to learn new things and in line with our value of A‘o, is relied upon to train staff on the OPERA system. Hotel guests continually admire and comment on Manny’s great personality and his professional customer service. Mahalo, Manny, for all your hard work and your many years of service. Keep up the fantastic work.

NOLA SANCHEZHOUSEKEEPER I • OBC

Nola’s ability to recognize and react to the opportunity to interact with her guests have resulted in several excellent reviews on TripAdvisor and personal notes from her guests. The service Nola provides exceeds all expectations and guarantees a continuing successful relationship, which has inspired others to push past mediocrity. Nola’s desire and willingness to go the extra mile to satisfy our guests has contributed greatly to Holiday Inn® Resort Waikiki Beachcomber’s (OBC) ranking at number 17 on TripAdvisor. During our last quality inspection, we had full confidence in Nola to help us during a crucial process to do detailed cleaning around the resort. The housekeeping team is so thankful for Nola’s ability to take initiative in everything she does. Success can never be achieved unless someone like Nola has the desire to do it consistently. In the five years since Nola has been at OBC, she continues to show true passion in what she does every single day.


PAULA FRANCES KAHAHANE FRONT DESK

CREW LEADER • NSR

Paula has been with Outrigger for over 20 years and with Napili Shores Maui by Outrigger® (NSR) for the last 18. Paula has great attendance and work ethic, and strives to satisfy our guests when difficult situations arise. She handles guests and owners with the Aloha spirit and they remember that on their return visits each year. Our guests always ask for Paula, especially the elder guests whom she has assisted for many years. Paula plays a big part in our guest satisfaction scores that rank at the top in Outrigger and 94 percent for the front desk in particular. Paula can be depended upon and puts in the extra effort to keep our ‘ohana happy. With her experience and knowledge, she has trained many of the front desk staff. Among her peers, she has been acknowledged that they wouldn’t be where they are today if it weren’t for her support and guidance. Mahalo and congratulations, Paula!

PHANU (NU) TANCHITCHAIYAKUL

IT SUPPORT • TLR

At the Outrigger Laguna Phuket Beach Resort (TLR), we are delighted to nominate Phanu (Nu) Tanchitchaiyakul in recognition of his support to the team in the area of IT services. With his calm and patient manner, Khun Nu is always accessible whether on duty or not! His knowledge of software and outstanding problem-solving abilities are highly valued and appreciated. In the recent absence of our IT manager, Nu stepped up to offer prompt and courteous service. He effectively looked after the IT department by himself, often resulting in long shifts, early starts and postponed days off. If attitude and grace under pressure are an indication of future success, then Nu has a very bright one! He is a role model to both the IT team and the resort hosts as he continues to be an inspiration to all who work with him.

RICKY KUGAGUEST SERVICES REP • OWK

Ricky epitomizes the value of Nā Mea Ho‘okipa and a heartfelt welcome at the Outrigger Waikiki Beach Resort (OWK). He graciously and genuinely welcomes every guest to our resort as his ‘ohana by taking the time to engage in friendly conversation and making them feel welcomed. Ricky prides himself in providing superior guest service to all guests. When an unexpected situation arises, Ricky takes full ownership and ensures our guests’ needs are met or exceeded. Ricky’s fluency in Japanese is a great asset to our front office team as he is able to assist our Japanese guests when needed. He plays an important role in our Service Excellence Program: From Jan. 1 to Aug. 31, 2015, he has increased overall revenue for the resort through his persuasive room upgrade work. Ricky is the top Service Excellence producer who fuels friendly competition amongst coworkers. He is valuable host who continues to play an important role in our brand promise.

STACY RASMUSSENSENIOR RESERVATIONS

AGENT • GCC

At the Global Contact Center (GCC), Stacy displays our value of Kīnā‘ole by consistently striving to do the right thing, in the right way, the first time, while proactively sharing her knowledge or learned tips with the entire team. She is eager to learn new tasks and shows flexibility with her schedule. Stacy is a well-rounded host and assists others when needed. This includes assisting with the wholesale pull, working on urgent requests and assisting the retail team when call volume is high. As an initially trained Outrigger Guam Beach Resort agent, Stacy reached out internally, as well as took the lead in reaching out to the property for assistance to ensure she was entering bookings correctly and sharing tips with the team, such as which package codes were to be used for the Early Bird special. Stacy is a prime example of someone who displays The Outrigger Way.


SUNAN MONG-O-CHALINEN ATTENDANT • TLP

Sunan Mong-O-Cha is a friendly and helpful person. She started at the Outrigger Laguna Phuket Resort and Villas (TLP) at the resort’s opening in 2009 as a room attendant and has recently transferred to the position of uniform and linen attendant. Throughout her years with the Outrigger family, Sunan has demonstrated hard work and dedication toward her team and workplace. Her personality at work is cheerful, friendly, and enthusiastic. She demonstrates great care toward her colleagues and guests, resulting in some wonderful guest feedback. In addition, Sunan is supportive of resort activities and enthusiastically participates in any hotel training that may be provided. Sunan continues to display outstanding performance in the housekeeping department. We are very proud of all of her accomplishments. Congratulations, Sunan!

TARA DESANTIAGO GUEST SERVICES REP • FBW

The Wyndham at Waikiki Beach Walk (FBW) front desk was unexpectedly short staffed; however, Tara was an amazing help and a lifesaver during this time. As a regular daytime host, she was very flexible with her schedule and willing to work PM shifts during this time period. She also came in early and stayed late to assist with coverage when needed. Even though we were shorthanded, Tara continued providing “count on me” service to all of our guests. In the month of September alone, she impressively received five commendations from our owners and guests; three from our guest surveys and two from emails sent directly to the management team. One regular owner writes: “She treats everyone with dignity and respect, and does her best to take care of all of Wyndham’s guests.” She was also our highest Check-In Score winner for the month of August with a score of 97 and a total of 22 percent of surveys returned from those that she checked-in.

TED TUTTLE BELL/VALET • WRG

Wyndham Vacation Resorts Royal Garden at Waikiki®’s (WRG) bellman/valetTed has been with the property over 20 years, and has gone through many different owners and expectations. Wyndham has very high expectations for delivering on the promise of being responsive to guest needs, to be respectful in every way and to deliver a great experience. Ted has shown that he takes pride in what he does by consistently fulfilling these requirements. On Sept. 8 while on duty, Ted drove a guest’s vehicle from our garage while the guest was checking out. While pulling up to the curb, Ted noticed the tire light was on. He made a quick inspection and found the back passenger tire was flat. The guests were not happy as they had a flight to catch. Ted took the initiative to gather tools and change the tire in the driveway with the help of his co-worker. Ted exemplifies Kīnā‘ole and his Aloha spirit really makes our guest feel like ‘ohana. Ted’s leadership never goes unnoticed by guests, managers and co-workers.

TITILIA EMOSITEAM LEADER • FOR

Titilia started off her career at the Outrigger Fiji Beach Resort (FOR) on a casual basis in late 2013. Over the next year, Titilia continued to develop her on-the-job skills as well as rapidly improving her leadership skills, resulting in a promotion to team leader in July 2014. Her leadership capability was tested when both the manager and assistant manager of the Meimei center took prolonged leave. Titilia was responsible for overseeing the department of 36 nannies who supervise hundreds of children each and every week. Titilia quickly learned the necessary skills to run the department and became involved in long-term decision-making at a more senior level. This was a huge step as Titilia took on the responsibility for guest liaison, team rostering, accident/incident reporting, child welfare, driving budget targets in revenue and controlling department expenses, and conducting monthly trainings. For her exceptional performance, Titilia was awarded Host of the Month for May and July this year.


YVONNE ALOKOA • HOUSEKEEPER • KHR

Yvonne is a 12-year veteran at the Wyndham Kona Hawaiian Resort (KHR). She displays Kuleana (Accountability) by faithfully organizing herself daily to ensure her tasks are completed in a timely manner and with minimal supervision. She exemplifies Nā Mea Ho‘okipa (Host); as an example of her tireless devotion as a host, she overheard a guest call in and request for service after everyone had already punched out for the day. Yvonne generously offered to stay to service the unit. Through her strong work ethic, she strives for excellence and never hesitates to lend a helping hand. Her enthusiasm and perseverance contribute to the success of our housekeeping department. We are fortunate to have Yvonne on our team, as she will go beyond the call of duty to take care of our owners and guests.

THIRD QUARTER 2015 NOMINEES

Front: Sandy Wong, Nola Sanchez, Desiree Valdez, Josh Haddadi, Anna Lee Managad, Ted Tuttle and Rey SorianoBack: Diony Agliam, Manny Nicolas, Henry Rodrigues Jr., Lynn Tran, Cathy Bray, Marlyn Locquiao, Debra-Ann Chan,

Tara DeSantiago, Lai Hung Wong, Jovanie Tiempo, Junie Palacpac and Brian Lafferty

Congratulations to our outstanding nominees as well! Anna Lee Managad, Brian Lafferty, Brian Teramae, Catherine Bray, Desiree Valdez, Diony Agliam, Diosdado Echavez, Donnella Frantz, Henry Rodrigues Jr., Jonathan Clarin, Jureerat Khwanmuang, Lynn Tran, Marlyn

Locquiao, Marylou Dela-Cruz, Narongchai Chairat, Noraida Panday Marvil, Patchanee Nanthaprom, Poonperm Rungrojsri, Rey Soriano, Sandy Wong, Skye-Ann Litsey, Steve Hwan Hu, Surasit Thingwai, Troy Hiura and Valentino Talosa.

Celebrating Princess Ka‘iulani BY DENISE TORRES

In what has become tradition, OHANA Waikiki East hosts celebrated Princess Ka‘iulani’s birthday by inviting guests and hosts to make lei for a lei-draping ceremony Friday, Oct. 16, at Ka‘iulani Triangle Park. Melodic Hawaiian music provided by the talented Kimo Miguel, Brian Lafferty, Marsha Kapu and Ivan Paik greeted the various Hawaiian Benevolent Royal Societies as they arrived to the hotel. Soon after, everyone proceeded to the park where the blowing of the conch shell and oli signified the ceremony’s start. A procession to the Princess Ka‘iulani statue was led by the various Hawaiian Benevolent Royal Societies: ‘Ahahui Ka‘iulani, Royal Order of Kamehameha I, Chapter l, ‘Ahahui Ka‘ahumanu, Hale O Nā Ali‘i, Daughters and Sons of Hawaiian Warriors/Ka Māmakakaua followed by Outrigger representatives Jean Rolles, Alan White, Dan Wacksman, Elizabeth Cambra, Alan Naito, Brandon Asuncion, Cortney Jackson, Marsha Kapu, Suzanne Lee, Kimo Miguel, Ivan Paik, Rosie Rosete, Denise Torres, Clayton Umuiwi and Joselyn Valenzuela. Mahalo to our lei drapers Florante Ravago, Jonathan To and Xin Jiang Zhou. After the lei draping, all were invited by Coline Aiu of ‘Ahahui Ka‘iulani to the Royal Mausoleum Mauna ‘Ala. To celebrate the Princess’ birthday with the Royal Societies was a truly incredible experience.

It’s catch-up timeBy the ES-TEAM ALAKA‘I

THE POWER OF CATCH ME AT MY BEST®

Catch Me 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, 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 exceptional guest experiences, we have to recognize the team members who make them possible.• 5,416 Catches have put us in the top five

of all Embassy Suites’ properties with the most catches- 4,592 catches – Heart of the House- 423 catches – Food and Beverage- 401 catches – Front of the House

• 169 team members have been caught (The Fresh Catch this summer was that those hosts who GAVE catches were tallied as well as those RECEIVING catches.)

• eCatches are ‘catchin’ on with many who have access to computers.

HIGH FIVE from Pam Meiners, senior director, recognition who shared, “Congratulations! Your hotel ranked number 4 in number of catches across Embassy Suites. Thank you for your participation, and for helping make this our best year yet. More than 160,000 different Team Members from 93 countries were caught over 1.8 million times. We couldn’t have done it without you!” Casting our fishnets extended beyond the reef to our partners Expedia, Elite Valet and Hilton Grand Vacations. Congratulations to Ikaika, Randy and Tony (Elite Valet); Joanne and Ross (Hilton Grand Vacations) and Ben, Patrick and Leimaile (Expedia).

Most Catches OVERALL Lynn Tran (3rd Place), Yu Ying Lin (2nd Place)

and Lleuellyn Calses (1st Place)

Most Catches GIVEN during Double Dare Week

Charlotte Kanamu

Most Catches RECEIVED during Double Dare Week - Dennis Yeomans

Most Catches GIVEN by an individual Annie Catingub

Department - Most Catches RECEIVED Food & Beverage - Aldrin Ortaleza

Department - Most Catches RECEIVED Front Desk - Andrew Boyd

Department - Most Catches RECEIVED Bell - Dean Hashimoto

Department - Most Catches RECEIVED Maintenance - Marcelino Baguyo

Department - Most Catches RECEIVED Loading Dock - Brendan Agustin

Ben Puccetti (Expedia) received the Most Catches from our guests

Hospitality and communication skills ... << From 1

Welcome, Ben Johnson!BY DARREN EDMONSTONE

in Travel & Tourism. Whether you are interacting with guests, fellow hosts, outside vendors or the media, how you present yourself, the way you communicate and how you make the other party feel are more important than ever. That is the conclusion of Claire Cain Miller in a recent article in The New York Times. She reports that even though technology may eliminate jobs, particularly those that are repetitive and manual, it is, at the same time, opening up vast opportunities in positions that require both socializing and thinking. That means great new opportunities in the hospitality industry where virtually every position involves some form of socializing and thinking. If you are not socializing with our guests, you

are probably socializing with other hosts in a team effort to get the job done. That is where The Outrigger Way comes in. Whether it is called Ke ‘Ano Wa’a in Hawai‘i and Denver, Bula Spirit in Fiji, Mittrapab (Friendship) in Thailand, Enasame (Together) in Mauritius, Inafa’maolek (Making It Good for Others) on Guam or Ekuveriya (Deep Connection) in the Maldives, it all comes down to “working as a family in harmony with the culture and environment of the places where we do business.” So, as we continue to use more and more technology in every phase of our operations, think of it as an opportunity. As Hannah Foote, my maternal grandmother, used to tell me, “The glass is not half empty, it is really half full and getting better all the time!”

“EKUVERIYA” in the Maldivian language is a word for a very deep friendship/deep connection

I am pleased to join human resources in welcoming Ben Johnson to the Outrigger ‘ohana as director of sales and marketing for the Outrigger Fiji Beach Resort (FOR) and Castaway Island, Fiji (FCI) based at our Outrigger Resorts’ Australia/New Zealand regional sales and marketing office in Sydney, effective Nov. 2. Ben reports to general managers Peter Hopgood (FOR) and Steven Andrews (FCI) with a functional sales and marketing reporting line to Mark Simmons, vice president sales and marketing, Asia Pacific, and Andrew Gee, regional director of sales and marketing for Australia and New Zealand. Ben joins us from TAJ Hotels, Resorts and Palaces where he was regional director of sales and marketing, Australia and New Zealand. Prior, he worked as director of sales and marketing for Blue Sydney Hotel, part of the TAJ group and a member of The Leading Hotels of the World. Ben has also held business development positions with Malaysia Airlines and BTI Australia; was national corporate account manager

for Grand Hotels International based in Sydney; and worked in Aberdeen, Scotland, for the MacDonald Hotel Group as deputy hotel manager and director of sales. Ben describes himself as “a proud Tasmanian, born and bred.” He was educated in Tasmania and attended Hobart College, working as an interpreter for the deaf in the Tasmanian education system before transitioning to the hospitality industry. He admits to having a weakness for B-Grade horror movies, lists his hobbies as the gym, food, beach, real estate and having a glass of white wine with friends in the Sydney sun. Welcome to the Outrigger ‘ohana, Ben.

Ben Johnson

a message from richard r. kelley to our outrigger ‘ohana...

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