2.3 MB PDF - Saturday Briefing

April 21, 2012

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

Milestones Celebrated By Kathy Foley

Each quarter, it is our pleasure to honor and recognize our ‘ohana who have reached 30 years of service or more with Outrigger. On behalf of Outrigger Hotels & Resorts, we congratulate and thank Mercy Mariano, Elna Budiao, Joselyn Valenzuela, Tereza Gapuzan, Clarita Esmeralda, Daisy Lai Wing Tong, Elvira Lacar Maluyo, Florita Ravago, Fran Patoskie and Jun Ling Lu, as well as Jean Rolles (see Dr. Kelley’s article right).

40 Years of Service • Mercy Mariano Mercy was first hired at the Outrigger Waikiki and worked pretty much every position in Housekeeping - from Runner to Laundry to Inspectress to Supervisor. Today Mercy is a Control Clerk. She recalls when Outrigger got computers to replace Mercy Mariano (second from right) and her family all the manual systems; things changed for the better! She considers her Outrigger ‘ohana like a second family; everyone is so nice and makes work fun. Mercy has two sons, a daughter and a granddaughter. When she’s not at work, she enjoys helping to keep the planet green by gardening; she tends to her roses and bitter melon, eggplant and squash. She also likes to watch Korean dramas on TV and enjoys walking three times a week with friends. Travel plans include a trip to the Philippines to visit her dad and to Las Vegas to visit her daughter. • Pearls of wisdom: “Work hard, have fun, spend time with your family, think positive, exercise and eat healthy.” • Most proud of: Her family

Jean Rolles – 30 Years and More! By Dr. Richard Kelley

This week, we are recognizing members of our ‘ohana who are celebrating special anniversaries of their time with Outrigger Enterprises Group. Included in the list of a dozen or so honorees, you will find my sister Jean Rolles. Yes, officially she has been on the payroll for 30 years, but the truth is she has been with the company for well over twice that long, starting from when she was 11 years old. Someone may well have violated some child labor laws, if they actually existed at the time. But, I’ll let Jean tell the story of her time and experiences with our company in her own words:

Jean Rolles, Certified Property Manager

Elna started with Outrigger as a Housekeeper at the Outrigger West and is now working at the Outrigger Waikiki providing linen and other supplies to her co-workers. She gets great satisfaction in being able to help her co-workers with their needs so they can get their jobs done. Elna says the most memorable change in the company for her was the brand change from Outrigger to Outrigger and OHANA. She recalls a

Officially I have worked for our company since January 20, 1982, but unofficially I have been involved since I was 11 years old. (That would be the summer of 1946.) My aunt, Iva Webber, started a soda fountain on the beach in front of the old Edgewater Cottages (where the Reef is now located), and I put in eight-hour days working as a “soda jerk” for her all summer. (Those were the days when a Coke cost 10¢, a chocolate soda 15¢, a milk shake 20¢, and if you were a big spender a malt would cost 25¢.)

Continued on page 7

Continued on page 3

35 Years of Service • Elna Budiao

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Happy Birthday!

Employment Opportunities

May 2: Sootaga Tana, Lilia D. Aceret, Romeo Nuque, Vivian Miquel, Korey Bowden and Dwi Adi.

If you are interested in the positions listed below and meet the qualifications, you may apply online. Please go to WWW.OUTRIGGER. COM, click on ABOUT OUTRIGGER, then EMPLOYMENT. We only accept online applications for the open-listed positions from internal candidates. If you have any questions, please call Chad Teramae at (808) 921-6989. Application deadline for the following positions is April 27, 2012.

May 3: Bibiana G. Taylan, Gerardo C. Daez, Sarah C. Ko, Mark Anthony A. Paz, Nancy S. Brunner, Made Prayudi, Malakai Kunahau, Shavindra M. Prasad and Netnapa Tadakittikul. May 4: Lisa H. Nguyen, Anaki L. Kukahiko, Maui B. Akeo, Tina Huang, Joshua J. Smith, Lolita T. Cajudoy, Yumi Oka and Mereoni Kamoju. May 5: Shawn M. Usami, Trina T. Tory, Gayle M.H. Izutsu, Travis M. Barrett, Terri L. Escritor, Victor A.C. Nerveza, Taito Koroi and Siteri Navuso. May 6: Jane K. Schumacker, Jonathan V. Clarin, Sandra Sakka and Dominic Manibusan. May 7: Richie M. Palafox, Cheuk Tim Lam, Oliver T. Cajala, Irwin K.F. Lau, Teri P. Orton, Louie Evangelista, Nemesei Billy, Peniasi Jim, Penijamini Naruma, Wame Buanino and Samuel Rankin. May 8: Victoria L. Valenciano, Anna H.K. Ko, Steve T. Hasegawa, Estrelita V. Untalan, Michael B. Cruz, Meriam Edillor, Farida Tarape, Francia Pili, Navin Chand and Kelera Ralawa.

Saturday Briefing is published by and for employees of

Outrigger Enterprises Group (OEG) Editor-In-Chief:

Richard Kelley

Senior Editor:

Kathy Foley

Supervising Editor: Pila Hanson

Proofing Assistant: Char Luning

Contributing Writers: Employees of OEG Visit us online at: www.saturdaybriefing.outrigger.com Submissions to Kathy Foley at [email protected], via interoffice mail to OEH/HR, or by phone at (808) 921-6957. © 2012 Outrigger Hotels Hawaii

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An Equal Opportunity Employer

Guest Service Representative (Full-Time) Must have at least one year customer service and cash handling experience, preferably in the hospitality industry. Must have basic computer skills and be able to type 30 wpm. Must also be a team player with excellent communication skills and flexibility to work any day and any shift. This position will primarily work the graveyard shift and will need to work night audit when needed. Guest Service Representative (Part-Time) Must have at least one year customer service and cash handling experience, preferably in the hospitality industry. Must have basic computer skills, and be able to type 30 wpm. Must also be a team player with excellent communication skills and flexibility to work any day and any shift. The ability to speak Japanese required for this position. Bell/Valet (Part-Time) Must have at least one year customer service experience and be able to lift and carry 70 lbs. Must be flexible to work any shift and day. A valid driver’s license and clean driving abstract required. GSR (Uniform Services) (Full-Time) Must have at least one year customer service experience and be able to lift and carry 70 lbs. Must be flexible to work any shift and day. A valid driver’s license and clean driving abstract required. Project Coordinator (IT) (Full-Time) A minimum of two years office administration experience within a large organization is required, within the Information Technology area preferred. Must be able to handle large projects simultaneously often in a demanding office environment. Must have a strong knowledge of but not limited to Microsoft Excel, Word, Outlook and Sharepoint. Must also be able to work and communicate with other employees and upper level management. Outrigger Napili Shores Resort Accounting Clerk (Part-Time) Assists in all aspects of general accounting functions. Previous experience in accounting/bookkeeping and accounting software packages preferred. Must have excellent communication skills, be proficient in Microsoft Excel and Word and have 10-key by touch skills. Outrigger Kanaloa at Kona Resort Front Desk Clerk (On-Call) Must have at least one year customer service and cashiering experience, preferably in the hospitality industry. Excellent computer skills and ability to type 30 wpm required. Must be a team player with excellent communication skills and ability to work any shift and day. Keauhou Beach Resort Restaurant Manager (Full-Time) Responsible for coordinating the food service activities of the restaurant. At least two years of supervisory experience in a food service outlet required. Must possess excellent communication, organizational and interpersonal skills. Must be able to work flexible days and shifts to include weekends and holidays.

Jean Rolles – 30 Years and More! Continued from page 1

Almost every summer after that, I was employed at the Edgewater Hotel (where the Embassy Suites® is now located) or the Reef Hotel. I started working as a front desk clerk, then graduated to a telephone attendant, operating an old PBX switchboard with all the plugs and cords. Then I rose to dining room hostess and cashier. During the summers of my college years, I worked at the front desk of the Reef. In the summer of 1955, while I was a student at the Cornell University School of Hotel Administration, I brought three fellow students to Waikīkī to help to open the rooms at the then brand-new Reef. One of those students was Chuck Feeney, who later became the founder of Duty Free Shops and a billionaire philanthropist. Another was Chuck Rolles, the founder of the Chuck’s Steak House restaurant chain. The Reef was just being completed. We would assemble a room, make the beds, put towels in the bathroom and then jump over the lanai railing to the neighboring room just as the first guests walked in the door. Then we would start to assemble the next room! I married Chuck Rolles in 1957, and two years Roy and Estelle Kelley’s 50th wedding anniversary, 1979: Pat, Roy, Jean, Richard and Estelle later he opened Chuck’s Steak House in the lobby of the Edgewater Hotel. An open lanai was walled off; tables and chairs were purchased; bamboo, fishing nets and glass balls were hung from the ceiling; and second-hand equipment was installed in the kitchen. Nothing was restaurant regulation as the refrigerators were old home units and the dish-washing sink was an old bar sink with the narrow slots. Continued on page 12

Roy Kelley & Allen Johnson UH School of Architecture Scholarship Award By Dr. Chuck Kelley

Dean of the UH School of Architecture Clark Llewellyn (left) and Dr. Chuck Kelley (right) with four scholarship recipients

In 1982, Outrigger’s founder Roy Kelley teamed up with fellow architect Allen R. Johnson to fund an endowment at the UH School of Architecture to support students who wish to study internationally. The Allen R. Johnson / Roy C. Kelley Architectural Research travel Scholarship is the School of Architecture flagship scholarship. Both Roy Kelley and Allen Johnson wanted students to enrich their understanding and appreciation of architecture through travel and scholarly research. Candidates for this award are expected to be among the very best students in the School and eligibility is by invitation only. Last week I had the privilege of joining Clark Llewellyn, Dean of the UH School of Architecture, in presenting this prestigious scholarship to four outstanding students. On behalf of the Kelley family and Outrigger, I wish these bright young minds much success in the future.

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Easter Treats at Outrigger’s Newest Australia Hotel By Leah Matters

Outrigger Surfers Paradise staff celebrated their first Easter at the property by displaying their best hat, bunny ears and/or bonnet. Best Dressed winner was Phil Dotti from our Concierge department, with a close second from Reservations Manager Sandi Neale. Both took home hampers full of Easter goodies. Staff and our guests were treated to hot cross buns, Easter eggs and chocolate bunnies all weekend long. Congratulations to the winners and thank you to the Front Office department for organizing such an enjoyable weekend full of sweet treats for both staff and guests.

Political Fundraisers By OHHPAC

If you are interested in attending any of the below fundraisers, please e-mail Kathy Foley at kathysb@outrigger. com or call 921-6957. Mahalo! Senator Maile Shimabukuro District 21: Kalaeloa, Honokai Hale, Ko ‘Olina, Kahe Point, Nānākuli, Mā‘ili and Wai‘anae Monday, April 23 5:30 - 7:30 p.m. Mandalay Restaurant • 1055 Alakea Street Representative Bob Herkes District District 5: Puna, Ka‘ū, South Kona and North Kona Tuesday, April 24 5:30 - 7:30 p.m. Michel’s • 2895 Kalakaua Avenue Senator Brickwood Galuteria District 12: Iwilei, Chinatown, Downtown, Kaka‘ako, Ala Moana, Waikīkī Tuesday, April 24 5:30 p.m. - 7:30 p.m. Che Pasta • 1001 Bishop Street

Front: Bj Boyer and Phil Dotti Back: Sandi Neale, Leah Matters, Masako Inatome and Yuki Kato  

Representative Mark Takai District 34: Newtown, Waiau, Pearl City and Waimalu Wednesday, April 25 5:30 p.m. - 7 p.m. Waimalu Elementary • 98-825 Moanalua Road Senator Roz Baker District 6: South and West Maui Senator David Ige District 16: Pacific Palisades, Pearl City, Waimalu, Upper ‘Aiea, ‘Aiea Heights Tuesday, May 1 5:30 p.m. - 7:30 p.m. The Plaza Club • 900 Fort Street Mall, 20th Floor Senator Will Espero District 20: ‘Ewa Beach, ‘Ewa by Gentry, Ocean Pointe, ‘Ewa Villages, West Loch, Honouliuli, Lower Waipahu

Jay Fawckner, Tegan Mason, Layla Habul and Christine Iosa Saturday Briefing Page 4

Wednesday, May 2 5:30 p.m. - 7:30 p.m. Mandalay Restaurant • 1055 Alakea Street

Embassy Suites® (ESH) Smiles By Bob Yeoman

“Upon check-in we were greeted with the nice juice touch, but more importantly, 3 different open front desk people to help. (We often [had] been to hotels when there is only one person, a very long wait). We were upgraded to a 2 bedroom suite (can you say magic to my ears!?!) without asking. You had me there!...” “This was the most fantastic hotel experience we have ever had! What set the hotel apart from the others we have stayed in over the [last] 20 years, was the super-friendly and professional staff. The only reason this review gets five stars is because there is no room for more. Highly recommend to others!” “Great stay for one night at this Embassy Suites. EXCELLENT check-in process. It was fast and the juice drink others talk about was perfect for the kids! Overall, classy place. Check-in and checkout were super smooth. Would stay again in a heart beat.” Over 183 years of service is only the beginning of the many reasons a “suite” smile comes to the faces of Embassy Suites’ guests. Our dedicated Guest Service Representatives (GSRs) celebrating Front Desk Month have been a part of the ESH ‘ohana for five years now. Ke ‘Ano Wa‘a is embedded in their spirit and the Outrigger Way and the Embassy Way are seamlessly intertwined. From mandatory training of the Hilton Honors Programs to achieving compliance of meticulous Brand Standards, our Front Desk Team is confident and proud to be outstanding professionals. To date, they have exceeded the Embassy Suites Overall Service SALT (Satisfaction & Loyalty Tracking) benchmark by 4.4 points. The partnerships they’ve created through consistent communication with Housekeeping and Maintenance departments are a crucial part of the success of this department directly reflecting on the guests’ Embassy experience. Through the Outrigger and the Embassy Way, the Front Desk Team continues their voyage in a doublehulled canoe, their sail filled with the breath of Aloha and their strength of determination uninterrupted by synchronized strokes. We hold up our Paddle 6 as a gesture of victory and celebration, as we continue on our journey towards Kīnā‘ole. Congratulations for a job well done and mahalo for creating the “Suitest” of smiles to our Ho‘okele: Garrick Otsuka, Front Office Manager; GSM Ryan Guillermo; GSM Tammy Arakaki and Master Navigator and AGM Reid Yoshida. Photos: Top - “Suite” Smiles poster brightens the back office!

  

Middle - Front Desk staff is presented a “Cup of Suite Tea” candies Front: Lorena Rosete, Helina Wong and Sandra Kama Back: Victor Tong, Bob Yeoman and Reid Yoshida Bottom - GSMs Ryan Guillermo and Tammy Arakaki and FOM Garrick Otsuka Saturday Briefing Page 5

Wyndham at Waikiki Beach Walk® Celebrates Paddle 2 in Conjunction with New Lobby Unveiling By Shannon Yadon

Guest Service Representative Yoke Sasaki and Front Desk Manager Tom Zylstra behind the new Front Desk Assistant General Manager Robert Ishihara addresses owners, guests and employees while Napualei Saunders looks on

On Friday, April 13, the Wyndham at Waikiki Beach Walk Resort celebrated the opening of their newly renovated lobby. Tiffani ‘Napualei’ Saunders led a cultural ceremony and blessing including the ceremonial untying of Maile lei. The Hawaiian story of the Naupaka flower, which served as an inspirational muse in the design of the lobby, was shared with all those in attendance. Guests could see carvings of the flower on the new front desk and the actual plant housed in planters around the resort. This ‘ohana-style celebration invited resort employees and in-house guests to share in the ceremony and a social mixer, with sparkling cider and Naupaka-decorated cupcakes, that followed. The renovation work began March 12, and the resort staff found this the perfect opportunity to correlate the renovation work with the display of their Ke ‘Ano Wa‘a Paddle 2 project - a timeline of the resort’s physical building and key dates in our employees’ lives. The partition walls set in place by the renovation team were decorated with colorful dates and photographs allowing our owners and guests to get a glimpse into the past while the renovation crew was hard at work behind the scenes. The installation crew worked day and night and finished the renovation nearly two weeks ahead of schedule; when the timeline-decorated partition walls came down, guests, owners and employees were thrilled with the beautiful result. Saturday Briefing Page 6

The Ke ‘Ano Wa‘a Paddle 2 display provides a glimpse into the past

The design and installation crew at the re-opening celebration

Milestones Celebrated Continued from page 1

time in the ‘80s when there was an unexpected check-in of high school students and not enough rooms, so Housekeeping made up 200 rollaways, Elna (back left) and her family and the students slept on the mezzanine floor! When Elna isn’t working, she enjoys cooking, shopping, traveling, watching Filipino soap operas, babysitting and spending time with her family. She plans to travel to the Philippines to visit her relatives next year. Married for 32 years to Antonio, they have a son, daughter and three grandchildren. • On her bucket list: “Go on a cruise to Australia and visit family.” • Pearls of wisdom: “Always take care of your health. Eat the right foods, so you can do all sorts of things. It’s so hard to pass up rice, but as long as you eat a lot of vegetables, that’s good too!” • A little known fact: “I love karaoke!” • Most proud of: “I am very proud to work for this Company that I love and am thankful to Outrigger for hiring me and keeping me for 30+ years.”

35 Years of Service • Joselyn Valenzuela Joselyn began her career as a Housekeeper at the Outrigger West. Over the years, she’s worked at eleven of our Joselyn (front left) with her Outrigger family properties. Today Joselyn is an Assistant Housekeeper stationed at the OHANA Waikiki East and says she loves her job, especially the cooperation of all the departments that makes her job so much easier. Joselyn is happy coming to work everyday because of that teamwork and cooperation. She fondly recalls the 2 to 10 p.m. shift days of going out with her co-workers after work and eagerly waiting for the airline crews to check out at 10 p.m. Joselyn is impressed with

Outrigger’s growth both in Hawai‘i and internationally. She appreciates the good benefits Outrigger provides and says she feels like family and well taken care of. Joselyn and her husband of 30 years, Romaldo, have two sons, a daughter and a granddaughter (due in May!). Free time is spent with family and enjoying dim sum and phở in Chinatown. Once a week, she gets together with friends to ballroom dance. Future travel plans are to Atlanta for the birth of her granddaughter, to the Philippines to visit family and to visit her son and the slots in Las Vegas. • On her bucket list: To buy a house in Las Vegas. • Pearl of wisdom: “Enjoy each day because life is too short.” • A little known fact: “If I’m not at work, I am very busy window shopping or watching Filipino movies!” • Most proud of: Being able to send her children to college thanks to her career with Outrigger.

35 Years of Service • Tereza Gapuzan Tereza was hired as a Housekeeper/ Room Cleaner at the Outrigger West and is now working as an Assistant Housekeeper at the Wyndham at Waikiki Beach Walk®. She takes pride in assisting the Executive Housekeeper with all the operational and administrative functions of the department. Tereza Tereza and her husband Eulogio enjoys coming to work early to have breakfast with her co-workers. This helps her to get to know them personally and to see if there are any issues that need addressing within the department or at the resort. Tereza is thankful to the Kelley family for providing great benefits. She enjoys ballroom dancing and spending time with her friends. She thinks she’ll retire from Outrigger in about 20 years! • On her bucket list: “My dream is to visit Italy, Jerusalem and the Philippines.” • Pearls of wisdom: “Do the right thing, all the time.” • A little known fact: “I am currently taking care of my mom who is in a care home. I visit her often and hope she feels better so she can return home, and I can spend more time with her there.” • Most proud of: “Being able to move from the Philippines to Hawai‘i. Outrigger gave me the opportunity to work and without this, I may not be where I am today. I started as a Housekeeper and was given the opportunity to grow in my career. I am very proud to say that with Continued on page 8 Saturday Briefing Page 7

Milestones Celebrated Continued from page 7

my hard work and dedication, I can now guide other housekeepers through my experience and financially provide for my family.”

30 Years of Service • Clarita Esmeralda Clarita was hired to work in Housekeeping at the Outrigger West. Since that time, she has worked at two other Clarita (left) enjoying time with Emelia Mangaoang properties and now stationed back at the West. Clarita is happy at work and enjoys her co-workers. She comes from a big family of six brothers and one sister. She and husband Eufracio have been married 29 years and have a son studying physical therapy in New York. When not at work, Clarita watches Filipino movies and keeps her home in top shape, including her garden of flowers and vegetables. Travel plans include the Philippines next year, a trip to New York to visit her son, Switzerland to visit her brother and Sacramento to visit her sister. • Pearl of wisdom: “Be good and study hard.”

30 Years of Service • Daisy Lai Wing Tong Daisy was hired to work at the Outrigger Waikiki and is currently a Housekeeper there. She is happy when her guests are pleased with their rooms. Daisy (far right) and her family “They are appreciative to me when they come back to a clean room. A clean room makes our guests’ stay more enjoyable.” Daisy said Outrigger constantly improves and stays up to date to keep our reputation right up there with other worldwide brands. She enjoys cooking, shopping and learning Chinese dancing when not at work. Saturday Briefing Page 8

• On her bucket list: To travel and visit the famous places of the world. • Pearls of wisdom: “Study hard, work hard, be honest, be good to people and you will be happy no matter where you go and what you do.” • A little known fact: “I love to sing karaoke and perform Chinese dancing in public whenever and wherever I can.” • Most proud of: “I am most proud of being an employee of Outrigger for the past 30+ years. I grew up here. I learned not only to clean rooms and work as a team with my co-workers, but also got a lot of advice about life in general, like being a good mother and wife to my family because of Outrigger.”  

30 Years of Service • Elvira Lacar Maluyo

Elvira started working at the Outrigger West as a Housekeeper and then Inspectress/ Clerk. From that time, she’s worked at over ten Elvira — you can hear the smile in her voice properties. Currently, she’s a Control Clerk at the OHANA Waikiki West. Over the years Elvira says she’s learned a lot and has been able to support her family. She is happy and grateful to Outrigger for all it has provided her. Nice co-workers, good benefits and being treated like family are reasons Elvira has made Outrigger her career company. She has a son and daughter and four grandchildren with whom she loves to spend time. When not at work, Elvira likes to “talk story” with her siblings, watch Korean dramas and spend time with her grandchildren. Plans are to visit her stepson in California this year. • Pearls of wisdom: “Enjoy life – a precious gift. Be happy – life is too short!” To her co-workers, she adds: “Work hard, be honest and be willing to help and be nice to our guests.”

30 Years of Service • Florita Ravago Florita started working for Outrigger at the West and after three months, transferred to the Outrigger East as a Runner, Lobby Attendant, Room Cleaner and Inspectress. Today, you can find Florita at the OHANA Waikiki East as Control Clerk. She enjoys taking in-house calls from the Front Desk, Executive Office, Housekeepers and especially calls from Continued on page 9

Milestones Celebrated Continued from page 8

guests. When asked about significant changes at Outrigger over the last thirty years, Florita said that the expansion Florita (back far left) gathers with her Outrigger ‘ohana of the company stands out in her mind - the addition of hotels, not only here in Hawai‘i, but internationally. She’s also seen and appreciated the increased benefits for employees. Florita has been able to send her children to school and helped support her family through her many years working at Outrigger. She and her husband of 25 years, Florante, who currently works at the OHANA Waikiki East Maintenance department, have two sons and a daughter. When not at work, they both enjoy swimming and walking at Magic Island at least two times a week. She enjoys the beach with her family, cooking, dancing and watching TV. She and Florante are looking forward to an upcoming family trip to Australia to visit her sister-in-law. • On her bucket list: “My dream is to be a millionaire and travel around the world with my family.” • Pearls of wisdom: “Time is gold. Always be happy and love…love…love.” • A little known fact: “I am small, but fierce.” • Most proud of: “I am so proud I work for Outrigger and OHANA and also that I have a good husband, daughter and two sons.”

30 Years of Service • Fran Patoskie Fran was working in Reservations at the Prince Kuhio when Outrigger purchased it in 1982. She moved to the Outrigger Waikiki in Central Reservations, Fran and Tony Horton of P90X fame going from 1 property to 9 and shortly after the merger with Cinerama properties, to 14—talk about culture shock! But Fran says she loved the fast pace of things and the energy of the department. She changed roles in 1990 to Database Manager

and then in 2008 to Senior Database Manager handling the execution and maintenance of the many retail and wholesale rate offers Outrigger markets company-wide, worldwide. When asked about her favorite and least favorite aspects of her job, Fran said she enjoys masterminding with other departments to see how all the pieces fit together to make a program run smoothly, and she doesn’t enjoy massive projects with too-tight deadlines! Over the last thirty years much has changed. Fran says she used to be able to roll off every detail of each hotel down to the bedding in each room… but that was before we had condos! She also shared that the transformation of Lewers Street to Waikiki Beach Walk is nothing short of spectacular. Fran grew up with Outrigger and says the company has been good to her. She’s always felt secure and never worries because she feels the Kelley Family is so connected to us. An empty nester, Fran eagerly awaits grandkids. Until then, she keeps fit and busy by being a Beachbody coach and helping others do the same. She’s certified to teach Turbo Kick and soon will be a P90X certified trainer. • Most Memorable Moment: “Being nominated for a Po‘okela award for creating the wholesale version of Stelladex, our online ‘bible.’” • On her bucket list: A cruise to the Mediterranean with husband Joseph. • Pearl of wisdom: “Life is so very brief, so live it as if it was your last day.”    • A little known fact: “My brother is Bertram Chock (IT)! Seriously, hardly anyone knows that!” • Most proud of: “The part I’ve played to make Outrigger the cutting edge company to work for!”

30 Years of Service • Jun Ling Lu Jun Ling began her Outrigger career at the Outrigger West in Housekeeping. Today she is stationed at the OHANA Waikiki Jun Ling (right) and Feng Zhen Chen Malia handling housekeeping room service. Jun Ling enjoys working with her co-workers and learning about their cultures. She says it’s always gratifying to see guests return to her floor. Learning about the Hawaiian culture and participating in the Ke ‘Ano Wa‘a Paddles process has Continued on page 10 Saturday Briefing Page 9

Milestones Celebrated Continued from page 9

enabled her to learn and grow personally. A memorable time for Jun Ling was when Outrigger purchased the Malia and there was picketing and lots of security at the time. She appreciates the good benefits Outrigger provides its employees but says she feels fortunate to love her job as well. Jun Ling’s free time is spent shopping at Ala Moana, watching Chinese drama shows and two times a week, she looks forward to getting together with family to eat at Legend’s in Chinatown. Jun Ling says she eats the right foods to make sure she keeps herself healthy. Married with a daughter and a son, Jun Ling is patiently waiting for grandchildren! Future plans are to continue her career with Outrigger until she is able to enjoy her retirement and to support her two children as they pursue their continuing education. Travel plans include Hong Kong and China this month to visit her daughter and son and to Los Angeles to visit her younger sister. • On her bucket list: “To purchase a house in Los Angeles and send my two children to college on the Mainland and then visit my children and get together at our second home.” • Pearls of wisdom: “If you are doing your best, you will not have time to worry about failure. My best friend is the one who brings out the best in me.” • A little known fact: I’m quiet but I smile and am generous and friendly. • Most proud of: “Working everyday cleaning rooms to provide good service to our customers, especially returning guests to my floor.”

30 Years of Service • Pureza Baptista Pureza was hired as a Housekeeper at the Waikiki Village and now works at the Outrigger Reef on the Beach taking care of the second floor of the Ocean Tower. Pureza says she really likes taking care of our guests, and it makes her smile when they share how much they enjoy staying at our hotels. When asked what she likes least about her job, she couldn’t think of Pureza and her husband Pedro one thing and said she loves everything about it! Over the years Pureza has seen hotels come and go and is happy that Outrigger is always changing and growing. She is especially proud of our part in the Waikiki Beach Walk® project. On the personal side, Pureza enjoys cooking and baking, watching Filipino soap operas and spending time with her grandchildren. She and her husband of 32 years, Pedro, have 1 son, 2 daughters and Saturday Briefing Page 10

3 grandsons. She plans to continue working as long as she can handle her responsibilities and looks forward to travel. In fact, she’s looking forward to a trip to New York in a few short months. • Memorable moments: When Hurricane Iwa hit and Housekeeping helped to clean the basement of the OHANA Village and OHANA Reef Lanais and also seeing Roy Kelley walking around the Outrigger Village pool. • On her bucket list: World travel! • Pearl of wisdom: “Hard work is the key to success.” Through the years, Pureza has learned that working hard in everything you do will lead to success and happiness. • A little known fact: Her family loves to travel together. They’ve visited Disneyland, Universal Studios, Oakland, San Francisco, the Grand Canyon and Las Vegas. • Most proud of: “I was at the Waikiki Village for 24 years, and I’m proud that I was able to adjust to all of the changes when I came to the Reef. I’m proud that I can continue to learn new things and always be better.”

30 Years of Service • Zhi Jean Young When Zhi Jean came to Hawai‘i from China, her first job was at the Outrigger Waikiki. Currently she’s a Housekeeper and responsible for the Zhi Jean (left) and her family cleanliness of the guest rooms. She enjoys her job and says her co-workers are like family. She said, “Dr. Kelley treats his employees nicely and takes care of us like we are part of his family.” She is grateful for the opportunity to work for a company that keeps growing and appreciates the managers at the property for teaching her, which has helped her to grow personally. Zhi Jean has been married 29 years to husband Kwok Fai who is a former employee of the Outrigger Waikiki. “I love being a housewife on my days off, which is cooking and cleaning, [laughing!] and visiting my 87-yearold mother-in-law.” Zhi Jean and Kwok Fai have two sons and a daughter and future plans are to travel to see them. • On her bucket list: “To travel around the world after I retire, except China!” [laughing] • Pearls of wisdom: “Stay healthy and laugh a lot!” • Little known fact: “My husband does acupuncture.” • Most proud of: “I am very proud that I can speak English and am able to communicate with guests. I am proud of all the guest comments I receive.” 

Songkran Festival in Thailand By Patcharee Chanantho (Paew)

Songkran Festival, or the Thailand Water Festival, is the most important festival for Thai people. Celebrated as the traditional Thai New Year, Thai people sprinkle water on the elders in show of respect and pay respect to Buddha images. Songkran Festival falls on 13-15 April yearly, the beginning of the hot, rainy season, though the celebration usually starts before and ends days after the official holiday. The Outrigger Laguna Phuket Resort and Villas performed a religious ceremony to celebrate the Thai New Year and to bring good luck and prosperity to the property and our hosts. The ritual was led by General Manager Khun Apichart Asa, followed by an invitation to guests to join management and hosts on the 13th to pour water over the Buddha image in the lobby. Management team led by Khun Apichart and hosts offered dried foods for the monks

Outrigger Aina Nalu (OAN)

Embassy Suites® - Waikiki Beach Walk® (ESH) “I am back in Honolulu again and had to comment on my three-night stay. This had to be one of the best hotel stays ever. I say that because of the outstanding employees that you have at this hotel. I would like to comment based on some outstanding interactions with a few of them: Lauren Yamamoto works at the front desk. I needed her assistance since Enterprise Rent A Car was 40 minutes late to picking me up. She spent 15 minutes trying to get through a number of operators and finally was successful. She did it with a smile and she even alerted me when the shuttle driver arrived. Andrew Boyd checked me into the hotel. He was exceptionally friendly and went out of his way to make sure I liked my accommodations. He also helped my mother who stayed with me on a number of occasions. Dean Hashimoto helped my mom on a number of occasions with directions. My mom came back to the room one night commenting about him and then today I had the chance to meet him. I was really impressed how he remembered my mom and asked if she found her way to Costco and if she needed any other assistance. Carlita Herring cleaned our room and was very accommodating in cleaning the room and making sure we had everything we needed in room 1832. A very, very nice lady. The breakfast was incredible (especially the salmon omelet). Overall, everyone was incredibly friendly. These four are the ones that came to mind immediately. Thanks for the incredible stay. I head home tomorrow evening and will remember this trip with fondness based on my outstanding stay at your hotel.” Peter Eliason via email

I just wanted to thank you [Naomi Maitinnara] for all your help while we were in Maui at the Aina Nalu. We had a great time there and we were so happy with the rooms and all the facilities. I wanted to stop by and say goodbye and thanks before we left since I heard that you had helped the kids arrange to keep the 2 bedroom unit so that we wouldn’t have to checkout and spend the day shuffling luggage around from room to room. That worked out so well for us. We were able to spend the last day having fun... although almost too much fun that we had to rush to the airport to make our flight in time which was why we didn’t get a chance to see you before we left! Everybody there was just fantastic, from front desk to our housekeeping, and we really appreciated it. Hopefully we’ll be able to hold another Canada/Australia reunion there again! In the meantime, we will be telling all the people we know to stay there if they’re heading to Maui. Thanks once again to you and all the staff at Aina Nalu!” Joyce and John Meehan via email Outrigger Reef on the Beach (ORF)

Kerry Iha

Laura Walker at Hawaiian Travel shared a rave review from a recent guest [Marilyn Murray] staying at the ESH. They loved the hotel but the rave review was for the ORF. Their transportation driver would not drop them and their luggage off at the main entrance to ESH. One of the bellmen at ORF [Kerry Iha] saw this and dashed over to assist, taking them and their bags to the ESH lobby.

Saturday Briefing Page 11

Jean Rolles – 30 Years and More! Continued from page 3

conduct. My duties as Vice President of Community Relations I came down to the restaurant every day at about 3 p.m. run from “A” to “Z,” and I am amazed at the variety of things I am with my toddler son, Scott, to prep the food. Chuck worked involved with – from planning a formal banquet for the Emperor at the Reef until 5 p.m. and then walked across the street of Japan to helping choose a new football coach for the University to set up the salad bar, after which we’d open the doors for of Hawai‘i. There is never a dull day business. Chuck waited on tables, and I in Community Relations! hand-washed the dishes until midnight. I have been fortunate to watch Those were the humble beginnings Outrigger grow from a momof Chuck’s Steak House. Over the years and-pop operation under my the success of this format expanded to parents Roy and Estelle Kelley, to Mililani, Pearlridge, Kahala, Hawaii Kai a full-fledged hospitality company and the Outrigger Waikiki, OHANA under my brother Dr. Richard East and Reef Towers hotels. In total, at Kelley, to a major international one time, there were 50 Chuck’s Steak corporation under the leadership Houses across the United States. At of David Carey. I have had the various times, as needed, I washed dishes, honor of knowing a great many of waited on tables and served as a cocktail Outrigger’s employees, and they waitress. I ended up as the have all been family to me. It has day manager for the Kahala been a privilege to be a part of Mall restaurant. When Outrigger’s history with them. that restaurant was sold in Photo above: Vicky Cayetano, CEO of United Laundry January 1982, I needed a job. What is my proudest Services, Inc., Hawai‘i Governor Neil Abercrombie At that time, my brother and Communications Pacific CEO Kitty Lagareta achievement? I would have to congratulate Jean as she is honored by Ronald McDonald say starting the Aloha Patrol in Richard Kelley was directly House Charities for her community work, 2009. Waikīkī. Back in 1996, street responsible for the Outrigger Waikiki, the Outrigger Photo left: Jean has gone many places on earth assisting issues were getting out of hand in Waikīkī, and no one would take the programs of the Nature Conservancy. East, Outrigger West and responsibility for improving the Outrigger Surf hotels. Pat situation. Working with the Police Department, I set up the Moore was his secretary, and the leases for the commercial Aloha Patrol, with volunteers walking Waikīkī’s main streets spaces in those hotels were included in her responsibilities. every night and reporting any irregularities to the police. Timing is everything in life! Pat wanted to become more There were a lot of complexities in getting it started, but it was involved with the interior decorating side of the company, and quite successful for the more than four years of its existence. since I had a real estate license, Richard gave me the chance to We reported crimes, found lost children, helped tourists find handle the commercial spaces. That job grew from the spaces their way, reported street repairs that were needed and acted as in five hotels to 300 tenants in 21 hotels. I was a one-person ambassadors of aloha, providing a friendly climate in Waikīkī. department, and I did everything including writing the leases, Our volunteers came from all communities on O‘ahu, and the negotiating the terms, collecting the rent and changing shop work only ended when the Waikīkī Improvement Association locations whenever major hotel renovations were going on – as created the Waikiki Business Improvement District, which well as dealing with fires, floods and hurricanes. assumed the Aloha Patrol’s functions. I will be forever grateful to Richard for giving me As for my philosophy, I would say I believe in lifelong the opportunity, as it was a challenging but rewarding education. Education has always played an important role in experience. I not only learned on the job but also obtained my life and provided the stepping-stones needed to reach my my Certified Property Manager rating from the Institute of goals. Graduating from college, earning a Certified Property Real Estate Management in Chicago. I was the first hotel Manager’s rating, gaining a master’s degree in Japanese business person to complete the requirements for the CPM credential, – all these have prepared me for each new turn I have taken in as the hospitality industry was then only just beginning to life. I encourage everyone to be open to new experiences. I love appreciate how hotels were becoming small shopping centers, the words of the Pokemon song “The Power of One”: an important source of revenue. The power of one begins with believing. In 1999, I was given a new opportunity – to work as Vice It starts with the heart and flows thru the soul and changes the world. President of Community Relations. That means I often represent There’s a mission for you the company in all types of community situations ranging from Just look inside and you’ll be surprised what you can do! charity events, government functions and university meetings to Each of us holds the key to the power of one. military ceremonies. I am also involved in numerous international meetings through the East-West Center, the Japan-America Society and the Pacific Forum. In addition, I serve on the State Thank you, Jean. Those are great memories and great Supreme Court’s Disciplinary Board, which holds monthly accomplishments. Congratulations for everything you have hearings to recommend sanctions for lawyers accused of unethical achieved in a life filled with fascinating “new turns.”

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