Saturday Briefing

By Dr. Richard Kelley

What is our company’s most important resource? Is it our buildings, logo, brand, goodwill, or the services we offer? The answer is . . . “None of the above.” Our employees are our most treasured resource.

Any organization will go only as far as the people who are driving it. People have the unique ability to create value. Equipment and facilities do not. Only people can make things happen.

When I am asked what sets our company apart from others, I quickly respond, “Our employees!” I firmly believe Outrigger and OHANA hotels have the best employees in the industry.

That is why last week, I had such mixed emotions when I met with a group of employees who have chosen to leave our company, as their contribution to maximizing work opportunities for other members of our ‘ohana in these turbulent economic times.

The group I met with had over 980 combined years of dedicated service to Outrigger — that is amazing! The individual years of loyal service ranged from three to 36. The commitment that each has demonstrated to our company is a quality that I deeply appreciate because every individual contributed to the continued success of Outrigger and OHANA in his or her own unique way.

As I met each employee, I was reminded again and again how many of these special people I have been fortunate to know personally.

In 1963, a little over 45 years ago, I was working as a pathologist at Queen’s Medical Center when my father, Roy Kelley, asked me to help him out in Waikiki “for a little while” because the business was growing. At first it was just part time, and I continued to work at the hospital and teach at the brand new John A. Burns School of Medicine. By 1970, it was full time — often overtime!

Throughout those years, one of my favorite activities has always been to meet with employees in all departments.

When we met last week, I enjoyed speaking with them and getting to know them a little better, and I thanked each one for their loyalty to the company. I’ve had the pleasure of seeing our hardworking employees in action offering Outrigger’s special brand of Island hospitality to guests from around the world, and later reading in letters of appreciation about the deep impression their aloha has made.

I’ve been delighted by the number of employees who have earned career advancement and/or special recognition through many professional organizations in our industry.

I have also been inspired by the personal accomplishments of many employees who have supported their families and our community in so many ways. Many have children in colleges, universities, and schools at every level, including Ivy League schools. Others assist family members living in other parts of the world. Some travel themselves for rest and relaxation or attend classes to grow their skills and knowledge. Many simply enjoy the privilege and joy of being doting grandparents. Each life is different and fascinating.

Outrigger has a long-standing set of values that were written by our own employees. We call these values Ke ‘Ano Wa‘a, or The Outrigger Way. The values range from Aloha and Kina‘ole (doing the right thing) to Na Mea Ho‘okipa (hosts) and Kuleana (accountability). The one value that epitomizes the core strength of Outrigger is ‘Ohana (family) — “We are family working together joyfully to attain our goals and aspirations.”

Outrigger has been a family-owned and -operated company for more than 60 years, and our employees are our extended family. So there is always a sense of sadness when we gather to say aloha to employees who are leaving us. We know that we will no longer be able to enjoy their company on a regular basis, as we have for so many years. At the same time, I am humbled knowing that these same individuals have dedicated a good portion of their lives and talents to help make our company a leader in Pacific hospitality.

There is also shared excitement for each person who now has the opportunity to relax or pursue other passions. Some will be spending more time with family, traveling or just enjoying some well-deserved rest. Many will be pursuing new challenges, such as to going back to school or volunteering with community organizations.

This past week, I experienced all those emotions, as I joined David Carey, Dr. Chuck Kelley, Jean Rolles, and Ruthann Yamanaka in honoring these departing employees. We all knew that each one has contributed so much to our company. Their legacy will be felt for many years to come because so many of them have acted as mentors for younger co-workers, sharing their experience, expertise, and special tips on how to provide the best in Island hospitality for our guests.

I thank each of them personally for their commitment and dedicated service. I am sure the entire Outrigger ‘ohana joins me in wishing them well, as they begin a new chapter in their lives.