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JANUARY 21, 2017

Woman of the Year >> 7

Whoop Whoop for Woman of the Year!By Kathy Foley

That’s what could be heard at last week’s Na Po‘e Pa‘ahana Awards luncheon, sponsored by the Hawai‘i Lodging & Tourism Association, where Barbara Campbell was honored as the 2017 Woman of the Year by the Women in Lodging & Tourism–Hawai‘i Chapter (WIL). There was plenty of Outrigger and industry noise made for Outrigger’s vice president of retail development and leasing who demonstrates excellent leadership in her profession and in our community and serves as a role model for other women. WIL is committed to the professional development of women in the hospitality industry

and accomplishes its mission through educational programming, structured mentoring and networking opportunities; Barbara is a founding member of the Hawai‘i Chapter, launched with 100 members in 2014 and now with over 400 on the roster. At Outrigger Enterprises Group, Barbara oversees all aspects of retail development and leasing for Outrigger’s commercial and hotel properties including the entertainment and retail portion of Outrigger’s $460 million Waikiki Beach Walk® project where Barbara played a critical role from the ground up and still does so today.

Statewide top honors for Kawika MaedaBy Paul Richardson

Congratulations to Kawika Maeda from the Outrigger Reef Waikiki Beach Resort who was named Bell/Valet Person of the Year at the 27th Annual Hawai‘i Lodging & Tourism Association Na Po‘e Pa‘ahana Awards held Jan. 12 at the Sheraton Waikiki. Na Po‘e Pa‘ahana means ‘the hard-working people’ and the awards luncheon recognizes industry professionals statewide who provide exceptional service with professionalism and aloha that make Hawai‘i a premier visitor destination. Here’s why Kawika won top honors: As senior bellman at the Outrigger Reef Waikiki Beach Resort, Kawika’s positive, outgoing attitude has led to lifelong friendships with return guests. He makes everyone’s life around him easier. Recently, the flu bug hit hard, forcing many of

Kawika Maeda >> 5 Clyde Min, Kawika Maeda and David Carey

Barbara Campbell, WIL Woman of the Year

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Saturday Briefing is published by and for

hosts of Outrigger Enterprises Group (OEG)

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.

© 2017 Outrigger Hotels Hawaii An Equal Opportunity Employer

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. Hosts are required to inform their manager that they are applying for an internal position. If you have any questions, please contact your HR business unit representative. Application deadline for the following positions is Jan. 27, 2017.

Guest Services Representative (part-time)A minimum of one year customer service and cash handling experience, preferably in the hospitality industry required. Must have basic computer skills and ability to type 40 wpm. Must also be a team player with excellent communication skills and ability to work any day and shift.

Guest Services Representative (part-time)Minimum of one year customer service required, with cash handling and hospitality industry experience preferred. Must have basic computer skills and ability to type 30 wpm. Must also be a team player with excellent communication skills and flexibility to work any day and shift. Must be able to speak Japanese.

Cocktail Waithelp (on-call)Responsible for the service of beverages and food in a timely manner, resulting in guest satisfaction. Service to include but not limited to bar, pool area and room service. Must have a friendly, positive and service-orientated attitude and be able to work any day and shift.

Sales Assistant (full-time)Must have two years of administrative experience, experience inhotel operations, room reservations or sales administration preferred.Excellent written/verbal communication skills required. Must haveexcellent computer skills to include but not limited to Word, Excel,PowerPoint and Outlook. Must have excellent mathematical skills tocalculate costs, net rates and financial forecasting and budgeting.

Activities Assistant (part-time)Must have a friendly, positive and service-oriented attitude towardguests and ability to work any shift and day. Ability to work in a fast paced-environment and willing to assist vendors with guest activities.

WYNDHAM MAUNA LOA VILLAGE BY THE SEAFront Desk Clerk (part-time)

Must have at least one year customer service experience, be computer literate, have 10 key by touch skills and ability to type 30 wpm. Must have excellent communication skills and flexibility to work any shift and day.

Happy birthdayJAN 23: Epifania G. Ganir, Chandanee Jeebun, Waisele Kurikoro, My Le Thi Pham, Yeu Hing L. Shiu and Carmen Wu.

JAN 24: Joshua M. Haddadi, Lovena Laldeosingh, Bruno Orozco Martinez, Paul Ramirez and Mark Jansen V. Ramos.

JAN 25: Kwanjai Bornamron, Jaime B. Companero, Abigail D.C. Fontanilla, Jesada Klaysuwan, Ulamila Tuwaci Nadredre, Violeta F. Robles, Auttapon Saeil, Nuntee Srirat and Reynaldo Sumilong.

JAN 26: Avery K. Aoki, Benjamin J.M. Cheng, Joana Dinasomi, Napatra Fuangfoo, Duong U. Leuthvilay, Brenda Nunez, Navesh Peerthee, Maria Paulita Perez, Louis Andy Jessons Ramduth, Marvin Redona, Denise K. Shigeta, Erma Angela S. Simeon, Elenoa Tagicakibau and Ratu Sairusi Tausara.

JAN 27: Taniela Banidakai, Claudia L. Bumagat, Pinyaluck Bunyaruangrom, Salote Koronuku, Tepola Ranadi, Benjamin M. Semana Jr., Ritchie C. Suico, Pooreewat Toomtrakul and Jane I. Uluilakeba Turaga.

JAN 28: Shawn Bailado, Louisa S. Cabanas, Robin O. Estrada, Ying Gong, Leonida G. Lumantas, Romeo Roman Magbanua, Mohamed Fathihu Abdul Razzaq, Ruben Datoc Sarol, Bibi Leillie Marjzia Ubheemann, Constantine R. Udarbe, William Blunding Vosawale Work and Xiao F. Xu.

JAN 29: Kuniwo Borja, Tracy J. Crofton, Azusa Jinnai, Supawadee Karnjanasomboon, Iliesa Labalaba, Vidyasing Mahadoo, Mindy E. Nakagawa, Silovate Navalili Naitonicagi, Carlita Novencido and Pensinee Wongkham.

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YEARS OF SERVICE POLL: What is one thing people don’t know about you?

40 yearsCLAYTON TANIGUCHI

OWK Bell

I don’t like the dark; that’s why I own lots of flashlights.

40 yearsSHIN-LING VAT

OEH Housekeeping

I have been married 34 years and have nieces and nephews I consider my own.

35 yearsSALVADOR ANTONIOOMH Maintenance

I love my dogs Kela and Noa more then anyone...except for my wife and son.

35 years YEU HING SHIU

OMH Housekeeping

I can drive a car but nobody has seen me drive.

35 years LANI VONOEG Sales

My favorite sport is NASCAR racing.

30 yearsTINAY ACIDERA

ESH Housekeeping

After high school, I attended beauty school and learned how to cut hair.

30 yearsCONSOLACION

CARAANGFBW Houskeeping

I host international students in my home.

30 yearsPURIE GARCIA

ESH Housekeeping

I brought my “SABADO” clan to the USA; now we are a happy family.

30 yearsCARLITA HERRINGESH Housekeeping

I’m obsessed with cleanliness, because “cleanliness is next to godliness.”

30 yearsWINNIE HO

ESH Housekeeping

I love to travel to the mainland to visit my family.

30 years LORI LAI

ORF Housekeeping

I do Tai Chi every morning before coming to work.

30 yearsMAN CHI LAU

OWK Maintenance

I would like to try sky diving as a hobby.

30 yearsYUET CHUNG FUNG LIANG

ESH Housekeeping

I’m a country girl from China, born and raised on a farm.

30 yearsNELIA NAVARRO

ESH Housekeeping

I have three grandsons: Trayton, Cresten and Tebon.

Years of service poll >> 4

30 yearsZENAIDA CACHOLAESH Houskeeping

I was able to send my two daughters to college; now they are working with families.

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Years of service poll ... << From 3

30 years CRYSTAL SALAVEA

OEG IT

I enjoy listening to country music and making bead jewelry.

30 years EUFEMIA SAOIT

FBW Housekeeping

I love to go to Las Vegas and have three grandchildren.

30 years BRUCE SCHNEIDER

OEG HVC

In high school, my first job was as a dishwasher and janitor.

30 years COLLEEN TANIOKA

OEG HR

I have a second- degree black belt in aikido.

30 years ROBERTO VILLORIAFBW Maintenance

I recently became a grandfather!

25 yearsJOHN THOMPSON

ORF Bell

I am a die-hard Oakland Raiders fan but also 49ers.

25 yearsPHILIP GAGALA

OEH Housekeeping

I love to go to Las Vegas to win $$$.

15 years: Andrew Gee, Nathan M. Davis and Tavenisa Vuniwaqa.

10 years: Alohalani S. Alapai, Baldwin Ugaban, Blane K. Andrade, Catherine M. Strazzeri, Cinderella M. Cacayorin, Dante Vergara, Dennis K. Yap, Dennis G. Yeomans, Edgardo Desamparado, Epifania G Ganir, Esteban A. Udaundo Jr., Evan M. P. Leung, Evelyn V. Ceredon, Glenn P. Galligan, Jasmin D. Tanicala, Jaycris Bondoc, Jieya Y. Cheung, John Cacayurin, Julie J. Mangayayam, Kahealani K. Cummings, Kay L. Lee, Kendra K. Inoue, Kenzil M. Edwards, Kristoffer A. Pardillo, Lanieza D. Garcia, Larry Lasconia, Leila N. Caceres, Lorna S. Agtarap-Benigno, Mandy Zhao Fang, Mark N. R. Godoy, Marlina Ragasa, Mary Lontoc, Napolione Mocelutu, Philip Y. F. Wong, Raymond Y. Oyama Jr., Ritchie C. Suico, Ruben S. Velasco, Sotera S. Nuesca, Tara L. Desantiago, Theresa L. Gonder, Wan Ruo Kwock and Welfredy Baoit.

5 years: Anasovaia Lagitukuwalu, Andrew L. Park, Ambet Lagalo, April Ann Cabungcal, Arlan C. Villanueva, Autiko

Qasevakatini, Brandon L. Asuncion, Catalina Lardizabal, Eileen C. Rosaro, Emely C. Tacbian, Iliseva Cua, Jeff A. Nelson, Jennifer D. C. Agdeppa, Jessica E. Thomas, Josaia Sovau, Marilyn R Castillo, Mia R. Kato, Orlando Abat, Jr., Phillip San Nicolas, Jr., Randall A. Mateo, Ratu Kinijoji Bilowalu, Sailasa Seavula, Sakaraia Diani, Sampakita Ranu, Sharon Mae C. Lampitoc, Sherrill Sherman, Stuart M. Nakai and Wun Fung Lam.

LEGEND:

OEG: Outrigger Enterprises GroupHVC: Hawaii Vacation Condos by Outrigger®ORF: Outrigger Reef Waikiki Beach ResortOWK: Outrigger Waikiki Beach ResortOEH: OHANA Waikiki East by Outrigger®OMH: OHANA Waikiki Malia by Outrigger®ESH: Embassy Suites by Hilton™-Waikiki Beach Walk®OBC: Holiday Inn Resort® Waikiki BeachcomberFBW: Wyndham at Waikiki Beach Walk®

* Positions and properties listed are where hosts are currently

30 yearsYU SHIN NG

ESH Housekeeping

I have an 8-month-old grandson, Camden.

25 yearsCHUL SOO CHOI

OEH Housekeeping

I’ve been hiking Makiki mountain since Oct. 2013 on my days off.

35 years: Siu Fong Kwok.

30 years: Avery K. Aoki, Laura X. X. Li and Tamio Alber.

25 years: Beverly J. B. Villanueva and Pedro V. Mercado.

20 years: Bruce Musrasrik, Debbie Lou H. K. Murakami, Franky T. B. Poei, Gay N. Shinbara, Pauliasi Tubuitamana and Richard C. Carruda.

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Kawika Maeda ... << From 1 >> 6

our hosts to stay home. In response, and without hesitation, Kawika volunteered to cover different shifts and days. It is this kind of devotion that helped to keep the resort running smoothly and with continued high guest service scores. After a young couple had taken a city bus from the swap meet to our resort, the woman, focused on her shopping bags, jumped off the bus, quickly realizing she had left her purse behind. She and her boyfriend’s phones, wallets and identification and credit cards were all in her purse. Presuming the worst, she commiserated the loss to Kawika who, without a second thought, hopped on his bicycle and chased down the bus on Kūhiō Avenue. Several blocks later, he was able to board the bus and thankfully found her purse. “I must say that this young man is everything that represents top-tier service,” the thankful guest wrote in a letter. “It is my hope that his employers treat him as he well deserves. He contributes to return customers and exemplifies customer service. There are not enough employees like him. Thank you, young man!” Kawika has a long and deep love of the ocean, and shares his passion with guests and co-workers. He provides tips on local surf spots while emphasizing ocean safety. He is an avid spear fisherman and often brings in fish and smoked tako to share with guests and hosts. Kawika has volunteered for the Waikiki Improvement Association’s beach cleanup day and has represented Outrigger Reef Waikiki Beach Resort in the Duke’s Legends Surf Classic. There were only 14 first-place finalists out of an impressive 300 nominees. Outrigger was well represented:

BELL/VALET Person of the Year: Jonathan Gelacio, Mark Hanley, Jiro Kim and Kawika Maeda

FRONT OFFICE Person of the Year: Donna Ferreira and Reiko Stiver

HOUSEKEEPER of the Year: Anita Cabulera, Gloria Daoang and Eileen Rosaro

LODGING Employee of the Year: Amy Honey and Marsha Kapu

MANAGER of the Year: Carol Lopes and Gina Reeves

Our nominees and 60 Outrigger supporters were treated to a special reception before the awards luncheon. There, nominees were recognized and adorned with lei handmade by Company Services hosts. As the lei were presented, Kaipo Ho, cultural experiences director, shared the significance of the lei, befitting of this special recognition. With almost 1,000 in attendance at the awards luncheon, Outrigger supporters, clad in black and white with kukui nut lei, stood out from the crowd as we cheered, blew party horns and waved Outrigger fans when our nominees’ names were read. Thank you to all those who supported our nominees at the event and to the many hands that helped in this special day of recognition: Coordinator extraordinaire Danette Lionetti, Ashley Cabradilla, Gloria Cheung, Kaipo Ho, Leigh Bulseco, Pila Hanson, Shae Gallardo and especially to those who took the time to nominate our honorees. Congratulations, Kawika, and to all our honorees for the signature hospitality you provide our guests in The Outrigger Way. We are proud of you!

Back: Honorees Jonathan Gelacio, Donna Ferreira, Carol Lopes, Marsha Kapu, Mark Hanley, Kawika Maeda, Jiro Kim. Front - Eileen Rosario, Anita Cabulera,

Gloria Daoang, Amy Honey and Reiko Stiver (missing: Gina Reeves)

Honorees and their nominators

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Kawika Maeda ... << From 5

#teamOutrigger in the house!

Host announcementsBy Paul Richardson

I am pleased to join human resources in announcing two management appointments: Gana Maheshwaran as general manager of the Kiahuna Plantation Resort Kauai by Outrigger® (KPR) rental program and Akuila Tuleca as human resources manager at Castaway Island, Fiji Resort. Gana took his official post as general manager Jan. 1, 2017; he has been acting general manager of our largest rental program (140 units) since August of last year and reports to Kris Nickelsen, regional director, Hawaii Vacation Condos by Outrigger®. The Kiahuna Plantation management structure was recently reorganized with separate general managers for the rental program and the condominium association, both of which are independent entities with separate Hawaii Vacation Condos by Outrigger® (HVC) management contracts. At the direction of the association board, Chris Gampon, who was formerly general manager of both entities, is now focused exclusively on the expansive 330-unit condominium association, also reporting to Kris Nickelsen.

As the rental program general manager, Gana ensures rental department operations are effectively managed in a professional manner to the satisfaction of hosts, owners and guests. Gana knows the ins and outs of KPR having held positions of assistant general manager of both Kiahuna Plantation entities, revenue manager and executive housekeeper. He is familiar with other brands as facility services manager at the Sheraton Kauai Resort and also having worked at Embassy Vacation Resorts and Westin Kauai Resort. Born and raised in San Francisco, Gana and his partner Tiru moved to Kauai in 1999 to escape the crowded mainland. Four rambunctious cats and home renovation take up most of his free time, but when he does have time to relax, Gana enjoys gardening, inventive cooking and creative mixology where the maxim, “go ahead, throw it in,” has led to some memorable – and not so memorable – results. As human resources manager Akuila has been

Gana Maheshwaran

Akuila TulecaHost announcements >> 7

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Host announcements ... << From 6

Woman of the Year ... << From 1

reporting to General Manager Steven Andrews as of Dec. 28, 2016. With extensive experience in labor relations, Akuila was a senior labor officer based in Nadi before joining Outrigger. His work involved employer minimum work and wage standard compliance and also workshops and seminars on corporate culture in the labor market. Akuila has also acted as an advisor to the industry on new government policies; appeared before the Employment Tribunal representing employees on civil and criminal matters; ensured responsive and effective responses to workmen’s compensation investigations; and assisted the legal officer on compensation and labor compliance cases. Akuila also took a Fiji National Training Council Course on managing conflicts and resolving disputes effectively through mediation; was a team leader on the Workmen’s Compensation Investigation Taskforce; and acted as team leader in the settlement of informal employment grievances and employment disputes in the Central and Eastern division. A graduate of Nasinu Secondary School and Fulton Seventh Day Adventist College at Tailevu, Akuila has completed a wide range of courses in employment relations, including leadership workshops, stakeholder training on child labor, advocacy and practical inspection courses. In 2014, he received a government outstanding achievement award for a special case investigation. Married with four children, Akuila confesses to having a weakness for Jackie Chan movies and lists his pastimes as reading and spending time with his family. Congratulations!

A founder of Waikiki SPAM JAM®, Barbara is excited for its upcoming 15th year benefiting Hawaii Foodbank. In addition to Hawai‘i Lodging & Tourism Association and WIL, Barbara’s professional memberships include the International Council of Shopping Centers and the Institute of Real Estate Management and board responsibilities in a number of civic and community organizations, including the Waikiki Community Center and Friends of the Waikiki Aquarium. “Receiving this recognition is proof that striving to make a difference in Hawai‘i and in our

industry truly pays dividends. And to have the perseverance and passion to create positive change can go a long way toward achieving your goals,” Barbara shared. “Throughout my career, I’ve had the privilege of being able to find ways to give back to the community as well as contribute to the hospitality industry. I hope to lead by example and inspire others to do the same.” A woman with passion, drive, integrity and humility, Barbara is an example of what WIL is all about. She shared, “Women generally have been under-represented in the industry, and with the formation of WIL in 2014, women now have an organization that supports advancement, builds confidence, addresses in a positive way important issues for women and opens opportunities for women in upper level and management positions.” We all have benefited from your accomplishments and example, Barbara. Congratulations on this well deserved honor. Whoop whoop, Woman of the Year!

Barbara Campbell and Kaipo Ho exchange a traditional Hawaiian greeting called honi

Ruthann Yamanaka, Sean Dee, Barbara Campbell, David Carey and Paul Richardson

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History revisited at the Holiday Inn Resort® Waikiki BeachcomberBy Janice Ng

Our Paddle Four activity was a great opportunity for our hosts to share and refresh some of the interesting stories and early history of the place we call Waikīkī and the Holiday Inn Resort® Waikiki Beachcomber (OBC). For our new hosts it was a great way to better understand why this place is so special. For our seasoned hosts it was a renewed appreciation and sense of pride of where they work. Our Sense of Place storyline was posted on the bulletin board in the host break room for our hosts’ reading pleasure. It reminded us that Waikīkī was once marshland and was later turned into taro fields and fish ponds by the Hawaiian settlers. It

was always a special centralized place where ordinary people, Ali‘i would gather, surf and entertain. King Kamehameha chose Waikīkī to be his royal residence. The area that is now OBC and the International Market Place was called Kaluaokau in the past and was the residence of King William Charles Lunalilo. The origin of the name Kaluaokau is uncertain, but most likely means, “the Pit of Kauhi-a-Kama” (Ka-lua-o-Kauhi-a-Kama). It is speculated that Kalauokau may be an epithet that commemorates Kauhiakama’s (ruler of Maui) demise at ‘Āpuakēhau, in Waikīkī. Upon his death in 1874, the King willed Kaluaokau to Queen Emma, wife of King Kamehameha IV. This place, Kaluaokau, is still a very significant area for residents and visitors alike. Being in the heart of Waikīkī, the Holiday Inn Resort® Waikiki Beachcomber and the

International Market Place are still the gateway to all things Waikīkī. OBC has had our share of famous “royalty” including the Dons—Don the Beachcomber and Don Ho. Next door, the famous banyan tree planted by the MacFarland’s in 1846 can still be seen and enjoyed thanks to the revitalization of International Market Place. We are very fortunate to be a part of this special place and have strived to maintain the traditions of hospitality to welcome and entertain our guests with warmth and aloha. To share our Sense of Place, our Ke ‘Ano Wa‘a alaka‘i team displayed snippets of our story on our lobby digital sign board for our guests (below). This gives our hosts an opportunity to “talk story” with our guests and not only provide a short history lesson, but also show how honored we are to be part of that history.

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Team spirit tales at the Outrigger Guam Beach Resort By Clarissa Sacla

The Outrigger Guam Beach Resort rang with cheer last month, not just with guest activities, but in the back-of-the- house as well. Our front office, food and beverage and property services departments got together for a team building project to beautify the back hallways in the lobby level by holding a “painting party.” Brushes and rollers in hand, hosts enjoyed the opportunity to work side-by-side and build camaraderie while brightening up the area for all. In the same spirit, hosts from all departments got together days before Christmas to prepare giveaways for our in-house guests. Over 2,000 cookies were decorated and packaged in bright and colorful themes to be enjoyed by our guests (some of whom posted comments on social media in delight). Decorating and packaging so many cookies was daunting, but the atmosphere was lively and animated. Kudos to all for a great ending to a wonderful year.

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Celebrating hosts of the fourth quarter 2016By Ashley Cabradilla

Outrigger ′ohana gathered at the OHANA Waikiki East by Outrigger®, Jan. 18, to honor Hosts of the Quarter (HOQ) for the fourth quarter of 2016. Barbara Campbell, Bruce Schneider, Charlene Goo, David Carey, Paul Richardson,

Sean Dee and department heads were on hand to extend congratulations and offer words of praise to all the distinguished honorees and nominees. Congratulations to:

Adonis LagocEntry Cleaner | KPRNominated by Donna King

Adonis is well-liked and respected by his coworkers at Kiahuna Plantation Resort Kauai by Outrigger® (KPR). He exemplifies the value of wahi (place) by taking good care of the property, resulting in scores for Market Metrix at 96.8 YTD. We recently had a nice comment from a guest who said, “Your employee Adonis Lagoc gave us excellent customer service. He was giving maintenance to our building and was extremely courteous and friendly.” Adonis covers about 36 buildings daily—sweeping and cleaning to keep the entries of all the units free of sand, leaves and other debris. He has a good eye for detail and is very conscientious of safety issues around the property, often reporting problem areas to protect our guests and hosts. A very hard worker, Adonis is always willing to step up to get the job done.

Anasovaia “Ana” LagitukuwaluF&B Attendant | FORNominated by Sharon Naidu

Ana is an amazing host at Outrigger Fiji Beach Resort with a smile that lights up a room. Her tireless attention to guests and her incredible and genuine warmth make her a guest favorite. Ana has been mentioned 77 times by guests on our feedback card in just this quarter alone! During an informal interview session, several food and beverage team members were questioned as to whom they admire a lot; the name on everyone’s lips was Ana, and it’s because of her supportive, generous and helpful nature that they all shadow her hoping her optimistic nature rubs off. All of her hard work and the enormous amount of guest feedback has led Ana to win Host of the Month for both October and November 2016. She was also recognized as Host of the Year 2016 first runner-up.

Antonio RubiHousekeeper II/PA | FBW

Nominated by Tereza Gapuzan

“Antone” lives the value of kinā‘ole (flawlessness) by taking pride in whatever task is given him with a “can do” attitude and ensuring the task is done the right way, the first time. With kuleana (accountability), Antone inspects our units at Wyndham at Waikiki Beach Walk® to ensure all items of concern are addressed and suggesting ways to problem solve. He is our Wyndham inventory system expert ensuring stock room inventories are accurate and updated according to the system and daily use. If there is a discrepancy, he takes the initiative to correct it, bring attention to it and provide suggestions. Antone also inspects rooms and relieves runners, requiring him to stop his projects and multi-task. Still, he finds time for a friendly chat with guests which reflects the value of ‘ohana (family).

Catherine BraySr. Acct., Retail | Co. Svcs.

Nominated by Lisa Asakura

In the retail leasing department, Cathy demonstrates a strong work ethic, often going the extra mile to complete her daily work and special projects with kinā‘ole and kuleana. This past quarter, Cathy outdid herself. With a staff member on maternity leave, we decided to forego getting a temp for the six-week period, as Cathy was willing to spend the extra time to complete both her work and most of her coworker’s. She also assisted by pulling data for projects related to the KSL transaction. Cathy also has tenacity. While working to clear aged items from account reconciliations, she tracked down a tenant that vacated over 10 years ago to return their security deposit. In addition to her contributions at work, Cathy lives the value of A‘o (to learn and to share) as she studies for the CPA exam in her “spare” time.

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HOQ ... << From 10 >> 14

Eva BumagatHousekeeper | RBW

Nominated by Walter Tolentino

Eva is well-liked and trusted by her co-workers at Regency on Beachwalk Waikiki by Outrigger® and is able to work side-by-side with any team member. She is very organized, prompt and efficient, evident in her daily performance. When cleaning guest rooms, she puts herself in her “guest’s shoes” and cleans according to their needs while maintaining high standards. Eva reports discrepancies and follows through to ensure timely corrective action. She is always professional and treats our guests with kinā‘ole and aloha. Eva had a guest who was particularly difficult and unfriendly: the room needed to be serviced at a certain time, towels had to be folded and placed a certain way, shoes and slippers had to be organized in a certain place, and every day, Eva had to bring the guest two boxes of laundry and dish soap. She was determined to turn this guest’s attitude around and true to form she did! Eva is receptive to change, gives constructive suggestions and supports management decisions.

Jia Liang “Daniel” OuHousekeeper II/PA | HGH

Nominated by Jennifer Agdeppa

Dedicated, experienced, caring and trustworthy best describes Hokulani Waikiki by Hilton Grand Vacations’ Daniel. He is a team player who guides the housekeeping department to success through his cooperation, professionalism, feedback and positive attitude. Daniel is the only housekeeping host at night. He successfully manages high guest and host demands in a timely manner while handling other assignments. At times, he must make quick decisions that are usually guided by management. His leadership is well-received because he is confident and proactive. He takes pride in his work, follows up and communicates. He exemplifies our values through his professionalism and eagerness to provide an outstanding guest experience. Daniel meets the demands of our operations, while servicing our guests in The Outrigger Way.

John SakaiBellperson | OBC

Nominated by Kyle Kawabata

John consistently demonstrates the value of kuleana at the Holiday Inn® Resort Waikiki Beachcomber (OBC). While others are talking story about their weekend, John is seen updating the day’s arrival list and prepping everything needed for the day’s events. He is a true professional, making sure each guest enjoys his or her time with us at the resort. Our Japanese guest service agent passed on a great email commending John for his politeness, and seeing guests off with a nice smile during their stay in November. Let’s just say John is like an offensive lineman in football; he does all the little stuff behind the scenes to make sure the team is successful, but doesn’t get the credit. So here is our way of saying although the little things may often go unnoticed, your contributions and efforts, John, make a big difference here at OBC. Mahalo!

Joshua Smith Guest Services

Representative | OEHNominated by Suzanne Lee

Joshua’s strong work ethic and dedication to his work are evident in the many positive comments we receive on TripAdvisor as well as Market Matrix for the OHANA Waikiki East by Outrigger®. Joshua loves to talk to our guests. His friendly personality, genuine smile and knowledge of the islands has helped many of our guests find their way around the island and experience good places to eat and sites to see. Guests constantly write about the great customer service they receive from Joshua. His knowledge and quick-thinking has helped many of our guests resolve their concerns and accommodate their needs. On several occasions, Joshua has been able to turn an upset guest into a return guest, even before they walk away from the front desk! Besides being a GSR, Josh also assists as manager on duty. His willingness to learn and improve has helped our front office operations tremendously.

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HOQ ... << From 11

Kapuanani CameronBell Clerk | OWK

Nominated by Robert Uchida

Kapua has been recognized for her hard work and dedicated efforts in keeping the guest amenity program for our return guests and our honeymooners running smoothly at the Outrigger Waikiki Beach Resort. While our other full-time bell clerk was out unexpectedly, Kapua, without hesitation or concern, took the initiative to ensure our guest amenities were kept up-to-date, never skipping a beat. Aside from the amenity program, Kapua ran other department reports daily for the bell staff to be kept in the loop. Kapua is a true professional with a caring attitude and warm smile. She works well with other department hosts and enjoys communicating with her supervisors in daily operations of the front services department.

Kay LeeRevenue Coordinator | ESHNominated by Linda Honma-Lacaran

Kina‘ole best describes Kay wholeheartedly! She works very hard to exceed expectations reflecting “flawlessness.” Kay is empathetic, thoughtful and compassionate. She goes out of her way to assist guests prior to arrival at the Embassy Suites by Hilton™ - Waikiki Beach Walk® and makes sure their requests are fulfilled without incident. Kay is the first person our guests communicate with through our EmbassySuites.com email address. Instead of referring guests with inquiries to other departments, Kay is a one-stop shop. She’ll research and reconfirm with all departments and then get back to the guest soon after. Return guests ask for Kay because she is reliable and anticipates their needs; they shower her with wonderful compliments. Kay is honest, trustworthy and respectful. In the past 10 years, she has called in sick only once. She willingly volunteers her time and talents to numerous Outrigger and Embassy initiatives. Kay represents what Outrigger stands for. She treats others how she wants to be treated with our Ke ‘Ano Wa‘a values.

Kayo MamaclayGuest Services Rep | OMH

Nominated by So’o Tana

Kayo’s work ethic, attention to detail and knowledge have been crucial to our success at the OHANA Waikiki Malia by Outrigger®. She has received many compliments from both our English and Japanese-speaking guests on her guest service skills, cooperation and excellence in problem- solving. She has the gift of making everyone feel special and has contributed to the outstanding performance of the hotel in guest reviews and upgrade revenues. For example, Kayo observed a Japanese couple in the driveway; the woman was obviously distraught. Kayo immediately approached her and found that the guests were upset that they spent $600 on a package tour and the tour bus left without them. Kayo quickly contacted the tour company and 30 minutes later, another vehicle arrived to pick them up. Kayo followed up with the couple the next morning to be sure everything went well. The woman was so grateful; she thanked Kayo for her hard work and care. Kayo embodies our value of kinā‘ole.

Keith GushikumaGuest Services Rep | WRG

Nominated by Joemar Lestino

Keith consistently demonstrates both our Wyndham and Outrigger values at Wyndham Vacation Resorts Royal Garden at Waikiki. He excels in our Count On Me values. He is a very reliable host, as he expresses a willingness to be flexible in his work schedule. In December, we had some staffing challenges. There were days when we were scrambling to find coverage because no one was available, except for Keith. He is always willing to come in and assist with schedule needs with very short notice. He would come in to work a B-shift on the same day that he just got off working a grave shift, with no complaint. He is always on time and never calls in sick. Keith also speaks Japanese and treats our Japanese guests and owners with care and aloha. He exemplifies A‘o as he teaches our staff Japanese words and phrases, as well as Japanese culture to help them better understand our Japanese owners and guests. He also ensures our hotel Information Japanese translation packet is up-to-date.

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Khun Pongsak SukhotuGuest Service Agent | TLR

Nominated by Sukanya Somphan

Khun Au is a valuable and dedicated host at the Outrigger Laguna Phuket Beach Resort. We have had the honor of having Khun Au a part of our Outrigger family for three years. In that time, especially this last quarter, he has really excelled in his role as host. He always demonstrates a friendly, positive and professional demeanor with service top of mind. Khun Au strives to achieve team and individual results, as well as to continue his commitment to growing his knowledge in various projects and assignments. He willingly helps others and always works well with other departments. He is often recognized by guests for his helpful and genuine interaction and service. We are extremely proud of him and greatly appreciate his efforts and commitment. We look forward to seeing him continue his career advancement and subsequent success.

Leigh-Ann BulsecoOperations Admin | ORFNominated by Janice Shizumura

With a new area general manager, the Outrigger Reef Waikiki Beach Resort ops team required more attention as we made adjustments to new leadership. Leigh has been the center of information, helping to keep the property in routine yet guiding our new leader, Clyde, through our processes and familiarizing him with hosts throughout the company. In the process, Leigh shared historical background information to help Clyde gain perspective on understanding issues and making decisions; brought to his attention hosts who deserved special recognition; and advised him when his presence would be most meaningful. She also prepared the ORF application for the TripAdvisor Green Business Program; coordinated a beachfront 2017 budget presentation/learning session; initiated a Birthday Card Picture contest; distributed a list of critical deadlines to department heads; and helped coordinate a community service at Ho‘okua‘aina.

Revelyn TugasHousekeeper | NSR

Nominated by Norman Runyan and Mildred Vicerra

Revie has been with Napili Shores Maui by Outrigger® for over 21 years in the housekeeping department. She can always be depended on to pull her weight with the many demands of the department. Revie has good attendance and is always willing to adjust her schedule to meet the needs of the business, is a great team player and the first one to help her teammates. We have numerous return guests who request Revie to service their room when visiting Napili Shores, and she does so with determination to make their stay wonderful. Revie can always be depended on during our busiest times and is very conscientious about doing things right and pleasing our guests. We are fortunate to have Revie on our team for all these years. Mahalo, Revie, for always putting our guests first and for performing at such high standards.

Rhonda ZarychtaReservations Agent | OMI

Nominated by Kelly Smallwood

Rhonda consistently displays Outrigger’s values at our Global Contact Center. She displays A‘o by striving to learn and share best practice tips with the team. Rhonda is consistently upbeat and open to try new techniques and approaches. She creates a sense of “openness” when it comes to learning, sharing and encouraging hosts to grow and share their knowledge, in order to meet their individual goals and established KPIs. Rhonda proactively reaches out and takes next steps in order to resolve and communicate any escalated issue, whether working with hosts to resolve a guest issue or troubleshooting technical issues they may be experiencing. Rhonda recently assisted in training our wholesale hosts on GHA Discovery, where they learned how to process new enrollments via Opera V5 in addition to the retail enrollment/booking process. She also took the lead to train our backup contingency plan for wholesale utilizing Opera V5.

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Teribeth “Malia” Ching | Maint/Hskpg Clerk | RSCNominated by Carol Hanna

Malia holds a very important position at Royal Sea Cliff Kona by Outrigger® as her time is divided between housekeeping and maintenance; owners in the Vacation Rental program; AOAO projects and inventories; administrative purchasing and accounting responsibilities; lost and found tracking and returns; and safety tracking. We are recognizing Malia not only for successfully juggling all of these balls, but also because Malia is the person we turn to for the extracurricular, creative, fun things that we enjoy. For example, who made all of the props for our holiday party photo shoot booth? Who made all of the play gaming tables and extra scenery props for our Las Vegas night during Housekeeping Week? Who transformed a regular guest room into a haunted house on Halloween? The answer? Malia!

Timothy Akao | Front Desk Clerk | KHRNominated by Ana Katrina Bermoro

Tim demonstrates an admirable work ethic and great customer service at the Kona Hawaiian Resort. He is accountable, respectful and a team player. His strong commitment to going above and beyond the call of duty to service our Wyndham Kona Hawaiian Resort owners and guests is apparent. One night, our guests had come down to the front desk around 11 p.m. and told Tim they were locked out of their unit. At that time of night, being the only staff member on property, Tim took it upon himself to escort the guests back to their unit and unlock the door (Security kept post until he returned). The next morning, the guests came down to see Tim’s supervisor to express their gratitude for the extraordinary service he provided.

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

Congratulations to our HOQ nominees:

Agatha Boo Wol Kim Belinda DomingoBrigitte SewdatBryant LagascaCary MurayamaCassel KanaheleCorrey NaumuEstrelita UntalanFernando ConstantinoHui Lun WengJennelyn MacugayJettson HewJian Guo XuJulia HaraLazar BogdanovskiMaria Henedina FerminRenee Kiyono-Taniguchi Roberto ViloriaValentino TalosaVictoria TapiceriaYoke Sasaki

Front: Yoke Sasaki, Kayo Mamaclay, Eva Bumagat, Maria Henedina Fermin, Estrelita Untalan, Kay Lee, Cathy Bray and Kapuanani Cameron

Back: Antonio Rubi, Jian Guo Xu, Lazar Bogdanovski, Daniel Ou, Cassel Kanahele, Keith Gushikuma, Joshua Smith, Julia Hara, Renee Kiyono-Taniguchi, Leigh Bulseco, Brigitte Sewdat, Agatha Boo Wol Kim, Roberto Viloria and Belinda Domingo

Nominees