By Ruthann Yamanaka

People are the reason for the success of any business, and Outrigger is no exception. The Po‘okela Excellence in Leadership Awards are an opportunity to express heartfelt thanks and appreciation to management employees whose accomplishments in a particular year were simply extraordinary. 
On March 4, Outrigger honored 18 honorees in the following categories for 2008:

•    Excellence in demonstrating the Values of Ke ‘Ano Wa‘a
•    Exceptional Achievement by an individual
•    Exceptional Achievement by a team

Individual business units submit nominations, and the honorees are selected by Outrigger’s Executive Team.

Ten employees, representing the eight values of Ke ‘Ano Wa‘a, were honored with the Ke ‘Ano Wa‘a Leadership Award (two members of the ‘ohana were recognized for the values of Kina‘ole and Accountability); and five individuals and three teams were honored with an Exceptional Achievement Award.

Congratulations to the following nominees and honorees for their exemplary accomplishments in 2008! Following are excerpts from the nominations received for the honorees.

Amy Honey
Ke ‘Ano Wa‘a Value of Kina‘ole (Flawlessness)
Amy is a dedicated alaka‘i. It was her ability to think out of the box that resulted in Paddle One being presented with such enthusiasm through a hula, Hawaiian food and games, and instrument display. Amy also writes a newsletter, called the Taro Dispatch, that is filled with information and pictures that fosters employees getting to know one another even better. For most of 2008, Amy worked on the Aloha Pay program. This program allows guests the ability to use their hotel card key to make charges to their room, eliminating the need for them to carry cash or credit cards. In 2008, Amy also implemented the “Anuhea” program, where upon check-in, guests are offered a refreshing scented towel. Congratulations, Amy, for all of your outstanding accomplishments!

Nena Ratuita
Ke ‘Ano Wa‘a Value of Kina‘ole (Flawlessness)
In 1999, Nena came out of retirement after a 27-year career as an Executive Housekeeper to join Outrigger. She is responsible for the 600 guest rooms, the public areas, in-house laundry, and poolside attendants. Her hands-on approach and “never say no” attitude permeates the entire hotel. Nena has an uncommon amount of energy, which never fizzles out, earning her the nickname, “Typhoon Nena.” She also has the memory of an elephant, and you can be assured that when you ask Nena to get something done, it happens, and it happens right the first time! Nena is quick to remember the likes and dislikes of repeat guests and is always able to come up with a solution to any challenge presented to her. Nena is a remarkable person who has and will continue to make a difference in the lives of employees and guests.

Rajnesh Kumar
Ke ‘Ano Wa‘a Value of Equality (Kaulike)
In September of 2007, Raj’s predecessor left abruptly and at budget time! The General Manager and the property owners put their trust in Raj by giving him the opportunity to fill this important role. Raj accepted the position without hesitation and built a team that has gained the respect of the General Manager, owners, and the other departments. Raj is the first and only local financial controller of a five-star resort in Fiji. His finance team consists of a diverse staff, which reinforces his style of fostering open relationships based on honesty and respecting each person equally. Raj’s sound financial management and the implementation of smart measures to control expenses contributed to 2008 being an outstanding and financially successful year for the property. Congratulations, Raj!

Shailesh Naidu
Ke ‘Ano Wa‘a Value of A‘o (To Learn and to Grow)
Shailesh creates training programs for his 40-member team — from apprentices to the kitchen management brigade. To date, he has led approximately 25 team members from apprenticeship to qualified and gifted chefs. Shailesh’s passion for the development of his team is complemented by his ability to lead by example and his unrelenting work ethic. He follows the latest industry trends and competes internationally. Shailesh has been recognized with numerous awards, including winning First Place when representing the Pacific Rim in the One World Culinary Competition. Shailesh continues to demonstrate that Fijian born, local chefs can make an impact on the world stage. He is a leader that is respected for “practicing what he preaches” and exposing his team members to experiences that educate and empower.

Una Murray
Ke ‘Ano Wa‘a Value of Nā Mea Ho‘okipa (Hosts)
Una has endless energy and possesses an irrepressible spirit. She is a 24-hour-a-day, 7-day-a-week professional whose dedication, 25 years of hospitality experience in the Fiji Tourism industry, and her true love and enthusiasm for her job are an inspiration to all. Una recently won the Frontliner of the Year Award at the AON Excellence in Tourism Awards. She is the “voice” of the Outrigger on the Lagoon – Fiji and spends countless hours writing stories, not only for internal publications, but also for local newspapers. Her exuberance is infectious and her effervescent demeanor creates memorable and positive impressions for employees, guests, and the community by reflecting the Bula Spirit of Fiji’s people. She is the epitome of the perfect Fiji Tourism Ambassador and represents Outrigger well. Congratulations, Una!

Myra Kuboyama
Ke ‘Ano Wa‘a Value of ‘Ohana (Family)
Attending a morning Housekeeping Briefing showcases how Myra lives for the value of ‘Ohana. In the briefing area, you will see pictures of our Na Po‘e Pa‘ahana Housekeeper of the Year winner, Years of Service honorees, a birthday poster, and pictures from Housekeeping Week. Also displayed are pictures of proud parents with their children at graduation. During Briefings, Myra celebrates success stories and exceptional guest comments. Myra heads the hotel’s Safety Program because she believes it is critical to provide a safe workplace for our employees. Myra’s ‘ohana is a wide one, extending beyond her department. For example, when the Maintenance department needed a clerk, she and the hotel’s Controller got together to plan ways to assist the department.

John Caravalho
Ke ‘Ano Wa‘a Value of Wahi (Place)
As if being Chief Engineer of one property wasn’t enough, in 2008, John took on the temporary (at that time) responsibility of the Maintenance department at another property. The property was looking for someone to assume the leadership role for the maintenance team and who understood the balance between homeowners, the Board of Directors, and a timeshare entity — to say the property was facing many challenges was an understatement. John agreed to temporarily help out. John’s presence immediately instilled a level of trust in the Maintenance department. His calm nature, together with his expertise in all facets of the Chief Maintenance position, led to an acceptance by all stakeholders. John created a harmonious environment at the property, which led to him taking on this additional responsibility permanently.

Janice Ng – Executive Housekeeper
Ke ‘Ano Wa‘a Value of Accountability (Kuleana)
Janice has always been known for her “make it happen” philosophy. She takes full accountability for her department’s projects and achieves excellent results. Janice was instrumental in fostering a positive learning environment and always encouraging a positive work relationship between supervisors and employees. Janice’s passion and love for her job is evident in all she does. She shares her Aloha Spirit and knowledge in all her interactions. Janice is well-respected by her coworkers and peers, and her contributions to enhance the guest service/experience is never ending. This year, we were proud to announce that Janice entered a new phase in her career by her promotion to Executive Housekeeper. Janice truly represents our company’s mission, “Our employees – an opportunity to be their best!”

Janice Shizumura
Ke ‘Ano Wa‘a Value of Accountability (Kuleana)
In 2008, Janice stepped up to the plate, by creating new forecast reports and updating them regularly, so department heads had needed information to make timely operational decisions. She also presented financial information to non-accountants in monthly staff meetings effectively. Maintaining tight control on the property’s cash flow was also a priority. Janice spearheaded the 2009 Budget process and helped re-categorize the property’s rooms appropriately. Janice is an excellent mentor, leads by example, and always helps resolve operational issues. Janice understands Kuleana requires an understanding of all aspects of Operations, not just her own department’s. While others may crack under pressure, Janice handles everything that comes her way with limitless energy, fortitude, and accountability.

Carol Kahili
Ke ‘Ano Wa‘a Value of Aloha (Love)
Carol is honest, direct, and yet compassionate with her peers and team members. She cares about the success of the company and the wellbeing of her team members. She continuously manages by walking around, communicating, sharing, and emphasizing that exceptional service is our daily mission. Carol has implemented a “Staying Healthy” award program for her department because she believes that working “safety smart” is a priority, especially for Housekeepers because of the physical nature of their work. Carol co-chairs the Ke ‘Ano Wa‘a and Embassy Suites® Safety/CARE committees and is involved in a wide range of community activities. Her Quality Assurance Inspection scores for 2008 were near perfect. Carol is the consummate professional, poised with dignity and grace, and well deserving of this prestigious award.

Ivy Kwok – Executive Housekeeper
Exceptional Achievement by an Individual
If you know Ivy, you know about her unwavering passion for her job and for the people that she works with. After 36 years, you would expect the fire to burn a bit colder, but not for Ivy. Her days start at 5 a.m., so she can get her department ready for the day’s work ahead. She has committed herself to the success of her managers and her employees, and they have committed themselves to Ivy’s success. This commitment is proven by what the guests of the Outrigger Waikiki are saying in the LTG (Leisure Trends Group) scores — Perfect 3.0 for Housekeeping. Besides her own department, Ivy oversees the Waikiki Housekeeping pool. For her dedication and tireless efforts for the good of Outrigger, Ivy is a very deserving honoree.

Bev Fidel – Director of Revenue Management
Exceptional Achievement by an Individual
When the economy is good, it’s easy to look good. There’s something to be said for someone that does an outstanding job during an economic downturn. In this constantly changing and fast-paced environment, Bev is continuously honing her management and revenue management skills. She can adjust strategies to meet the quickly changing business environment, while never losing sight of her objective. Throughout the year, Bev continued to confront new challenges head-on and was instrumental in adjusting rates during the budget to meet the demands of the new business environment. She always has the company’s best interests in mind, is not afraid to take sound business risks, and articulates her reasoning to her superiors clearly and effectively. Bev is truly deserving of this award.

Kat Reese – Renovation Manager
Exceptional Achievement by an Individual
Kat managed the monumental task of renovating the OHANA Waikiki Beachcomber’s guest rooms and corridors, while keeping guest satisfaction levels high. The smooth renovation process was a direct result of Kat’s hands-on management style in working with the construction team, sub-contractors, and the hotel’s team to ensure minimum guest disruption. The renovation of the porte-cochere and lobby work was completed following the room renovations phase. Kat was also instrumental in working with the construction team of Jimmy Buffett’s at the Beachcomber. Overall, Kat’s job knowledge and skill set, combined with her pleasant and professional manner and excellent people skills, helped her navigate through difficult issues and stay focused on completing the renovation process in a timely manner!

Tom Wakita – Director of Sales and Marketing
Exceptional Achievement by an Individual
During 2008, Tom initiated numerous Sales & Marketing initiatives to drive business to our hotels, including, the Shop Around Package; Room and Ride program, complete with car rental and free parking; enhanced Kama‘aina Specials; a special promotion with the SuperFerry; and the extension of the free trolley rides for guests, a key component to our “Waikiki Connection Package.” These are just a few of the many examples that exhibit Tom’s creative talent and sales and marketing skills. This, coupled with his ability to network effectively both internally and externally, makes him a very valuable member of our company’s management team. He continues to exceed expectations by going above and beyond what is normally expected of his position. Congratulations, Tom!

Harris Nishikawa – Grounds Manager
Exceptional Achievement by an Individual
Harris has worked for the company for over 35 years. He cares for his staff with personal attention to their comfort, safety, and growth on the job. Harris carefully balances attention to detail with the constant basic care required to maintain a 33-acre property. Kina‘ole is his guiding principal. He does it right, and then looks for ways to do it better. In 2008, he trained his team on how to repair the beautiful 75-year-old fishponds in an orchid garden, which resulted in a significant savings for the homeowners association. He also implemented a new recycling program to the tremendous satisfaction of both owners and guests. Harris is a friendly, generous, and compassionate man who cares for his 92-year-old mother. Harris exemplifies all that we could ask for in an Outrigger Manager.

OHANA Waikiki Beachcomber Operations Team
Dean Nakasone, Pam Yagi, Loan Montgomery-Freitas, Robert Ishihara, Jim Hodges, Virginia Asakawa, Jamie Wong, Randall Morisako, Napua Ho, and Masako Sawyer
Exceptional Achievement by a Team
Renovation alone is challenging, and with the added requirement for guest service, tenant relations, and employee morale, the task can be overwhelming. The operations team rose to and met its renovation challenges in an exceptional way. The OHANA Waikiki Beachcomber (OBC) staff worked closely with the Projects team, the general contractor, and the many sub-contractors to ensure as smooth a renovation project as possible, all the while continuing to take excellent care of our guests. The team demonstrated flexibility, creativity, and hard work that resulted in satisfied guests, focused employees, and meeting the numerous construction deadlines. This was accomplished at the same time that the construction of the new Jimmy Buffett’s at the Beachcomber and the Margaritaville retail store was in process, too! Financial times are tough now, but the OBC is properly positioned to successfully compete in the Waikiki market. Congratulations to the OBC operations team for your hard work and dedication!

Outrigger Reef on the Beach Management Team
Bill Comstock, Janice Shizumura, Teresa Shepherd, Luana Maitland, Gina Reeves, Myra Kuboyama, Stanley Louis-Charles, Mandy Cruz, Reyn Nakamasu, Mercy Valdez, Reynold Dacquel, Jo-Ann Yonamine, and Kathy Oyadomari
Exceptional Achievement by a Team
The arrival of a new General Manager, renovation and construction issues, and a slowdown in the economy made 2008 a challenging year. Despite all of these obstacles, the Outrigger Reef on the Beach (ORF) management team kept focused on providing excellent hospitality through innovative programs, including a General Manager for a Day program for the management team; the In-Room Check-in Service; the Anuhea Welcome amenity (refreshing scented towel upon check-in); the Na Mea Ho‘okipa program that centralized all guest requests and communications into a one-stop shop for guests; and The Guest Response Time Initiative that focused on the maximum time to respond to a standard guest request. Equally important, the management team focused on employee morale. Opportunities to maximize work opportunity were identified and implemented. Despite the many challenges, the delivery of hospitality was unaffected. LTG (Leisure Trends Group) scores rose in 2008 and Trip Advisor rated the ORF in the top ten for Honolulu hotels. Congratulations to the Team at the Reef for a job well done!

Outrigger Waipouli Beach Resort & Spa Operations Team
Gregg Enright, Vicki Valenciano, Fran Basuel, Lisa Wolcott, and Helene Akiona-Kaunahele
Exceptional Achievement by a Team
A dramatic turnaround in the business of condominium resorts management is rare, yet 2008 was an exceptional year. When faced with a tough situation, the team from the Outrigger Waipouli Beach Resort re-aligned themselves so that each person contributed their strongest assets and talents to create a very knowledgeable and skilled team. Although encountering numerous challenges, the team persevered. Despite being without an Executive Housekeeper for nearly five months, the team implemented new “tidy” services that improved efficiencies and maintained guest satisfaction scores. In addition, the team restructured various duties, again, without a lapse in guest satisfaction scores. Expedia recognized the resort as the #1 resort in Hawaii and #20 in the U.S. We look forward to more spectacular accomplishments in 2009.

Special congratulations to our outstanding nominees for the Ke ‘Ano Wa‘a Leadership Awards and Exceptional Achievement Awards. Your dedication and achievements in 2008 are valued and appreciated!

Abner Cano-Cruz, Alan Naito, Ali‘i Keana‘aina, Annabelle Smith, Antonita Larimer, Barrett Winning, Ben Cruz, Bob Berges, Brian Fong, Bronwyn Marshall, Carnita Encomienda, Charlie Oshiro, Charlotte Steele, Cindy Castillo, Custodio Camisura, Dawn Ribucan, Debbie Murakami, Divina Garcia, Eddie Livaiono, Fe Katayama, Florida Antonio, Gavan Conway, Genesis Pua-Kaipo, George Poon, Glenn Nagasako, Grace Nakamura, Henry Rodrigues, Imi Peterson, Jason Fujimoto, Jeff Serrano, Jim Heather, Jin Lee, Joe Ancaya, Jonese Pangelinan, Joy Rothe, Ka‘ipo Ho, Kimo Miguel, Kinijioji Sarai, Lea Panes, LiLi Hallett, Lorna Agtarap-Benigno, Marvin Pinaula, Meali‘i Richardson, Nicole Gutierrez, Patricia Ka‘ahanui, Pattie Furtado, Pila Hanson, Primie Marzan, Puna Ortega, Ravikash Nand, Ray Kanemori, Reuben Nakagawa, Robert Dutcher, Robert Uchida, Sandy Lee, So’o Tana, Stacy Manzo, Stephanie Parilla, Suzanne Lee, Suzette Nuela, Tanya Scanlan, Terri-Ann Chew, Tess Woodall, Trina Tory, and Wayne Robinson.