BY THE HUMAN RESOURCE SERVICE CENTER — The Outrigger ‘ohana gathered at the OHANA Waikiki East on Tuesday, April 24, to honor Employees of the Quarter for the 1st Quarter of 2012. Dr. Chuck Kelley, Jean Rolles, Alan White, Barry Wallace, Charlene Goo, Chuck Shishido, Ruthann Yamanaka and Department Heads were on hand to extend their congratulations, offering words of praise to all of the distinguished honorees and nominees. Congratulations to:
Alohalani Alapai – Guest Service Representative
Alohalani couldn’t have a more appropriate name. She greets employees and guests with Aloha and warmly uses guests’ names, giving each the individual recognition they deserve; and she does so consistently. Her bubbly personality is shared with guests and employees alike. She is well dressed in full uniform, always with a signature flower in her hair. An example of the Hawaiian spirit and hospitality, Alohalani is a champion of the values of hard work, fair play and individual responsibility. She volunteers to dance hula for programs and events and comes in on her days off to attend Alaka‘i meetings and employee functions. Alohalani is a top Service Excellence producer who fuels friendly competition amongst coworkers. Recently, a mother and adult daughter were traveling together, and the daughter suffered a stroke. Alohalani offered transportation personally, as well as a listening ear and her prayers.
Liz (Elizabeth) Aspili – Guest Service Representative
Time after time, when a guest checks in, they ask, “Is Liz still here?” and “When is her next scheduled workday?” Liz has so many return guests who look forward to seeing her and catching up on what has happened since they last visited. There’s lots of hugging and commotion at the Front Desk as return guests and owners reunite. To the rest of us, this speaks volumes. Liz is a great role model; she shows her team members “Kuleana” in practice—she has the courage and discipline to claim what her responsibilities are. Even though there are consequences, she is the first to say, “I did that or I said that, or I forgot to do that!” Her coworkers ask her opinion because they know she’ll give an honest answer and at the same time, show respect. Change isn’t easy, but Liz says, “Tell me how you want it; I’ll do it!” Then she chooses her words to make that presentation of change, usually, with great acceptance.
King Doo Au – Public Area Housekeeper
King Doo has a pleasant disposition and always greets others with a warm, genuine smile. He is hardworking and is always willing to lend a helping hand when needed. His friendliness and “can-do” spirit has earned many compliments and respect from his co-workers and the management team. A solid team player for many special projects, King Doo is recognized by his teammates for his thoroughness. He is well liked and a favorite working partner for all. King Doo is versatile and flexible and can work in many different positions (Room Attendant, Linen Runner, Laundry and all Public Area stations) and different work shifts. You can imagine how “precious” he is to our department, especially when emergency coverage is needed. King Doo portrays A‘o by sharing his knowledge with new hires with patience and empathy. He continuously exemplifies the values of Kīnā‘ole, Kuleana and A‘o in his daily performance and by his work ethic.
Joseph Bendeich – Concierge
Joe is a team player who is honest and shows respect for his co-workers. He strives to provide distinct guest service and receives positive guest feedback often. Joe helps train new staff members and has been a great mentor and leader to our new school-based trainee. He works well as part of the team to ensure that all jobs assigned to him are done. We recently received a rave review from a client regarding Joe’s attention to detail. Because of his thoroughness and communication with all departments affected, everything went smoothly and just as the guest would have it! Joe is a favorite amongst repeat guests who often comment on his attentiveness to their requirements each time they visit. He recently implemented a “Concierge Daily News” sheet displayed at the Front Desk. He updates it weekly, with new ideas for guests to experience whilst on the Gold Coast, a weekly weather update and great facts about Coolangatta and the resort.
Janelle Chong – Housekeeper
Janelle takes guest satisfaction seriously, and it shows in her performance. Rooms she services never generate complaints from her guests or from her coworkers when she works as a reliever for their stations. Honesty is part of her genuine personality. When working as a Reliever, Janelle returns tip envelopes to the station Housekeepers. Recently, she reported some very costly and precious lost and found items left behind by guests. The guest shared this on Facebook and in an email to the General Manager, “I would like to commend all your staff and management starting from Human Resources for hiring good people, to you for inspiring your entire staff to these levels of excellence in the Hospitality Industry. Having been a Sheraton General Manager Trainee at one time myself, I recognize this level of customer service and loyalty does not happen by itself. It takes diligent training and a high level of professionalism in hospitality management to have staff like yours. As a customer I feel safe in your hotel and feel that your staff always has my back while I am away from home in the big city of Waikiki.”
Jennifer Frias – Revenue Coordinator
Jennifer is respected for her work ethic in striving for Kīnā‘ole. She is responsible for the maintenance and control of our largest segment contribution, wholesale, through accurate block allocations. Accurate counts are essential in revenue, and we depend on forecasted contribution by segment to realize our RevPAR performance. The balance comes with understanding how much business IHG will contribute in the transient segment and filling the difference with wholesale, groups and contract business. Miscalculation can cause the hotel to run an unbalanced performance. We’re still learning how to use various tools and some as basic as our PMS system, so Jennifer took the liberty of creating an Standard Operating Procedure (SOP) for the Front Desk to make certain we create and walk-in groups correctly and consistently so sold counts are accounted in all systems. Simple, pictured steps allow the Front Desk to understand the “hows” and “whys.” Jennifer is also improving her self-confidence and skill level through Toastmasters, facing this challenge as an opportunity to better herself.
Kendra Inoue – Busser
Kendra is a quiet yet effective team member who demonstrates an impeccable work ethic, always with a smile. Kendra has never called in sick or tardy, which exemplifies the value of Kuleana. Leading by example by doing what is best for the guest, co-worker and the company are Kendra’s greatest contributions to her success. The value of Aloha shines brightly in Kendra; she is always positive and without hesitation will offer her assistance wherever and whenever needed. On her own time and at her personal expense, Kendra created a terrific amenity by sewing bags to hold candy to be given to our keiki guests by our Food & Beverage employees. The children are elated and their parents are delighted and grateful for the thoughtful gesture. Superior Job Performance —Yes! Dedicated Service —Yes! Customer/Guest Service—Yes! Embassy Suites® Waikiki Beach Walk® is proud to have Kendra on our team!
Deb Kelly – Reservations Agent
Deb has proven to be a strong and dedicated member of the Denver Reservations ‘ohana. She is punctual and has excellent attendance that is especially important in the Reservations Center since agents need to be available to take phone calls for reservations and inquiries from potential guests. In addition, Deb displays the Aloha Spirit regularly when assisting guests, her co-workers with questions or helping with special projects. This spirit truly makes guests excited that they booked with Outrigger. Deb’s performance is also superior and, as a result, she was promoted to Senior Reservations Agent this past quarter, a testament to her abilities and customer service skills. Denver Reservation’s is proud to have Deb as part of the team.
Marlyn Locquiao – Resort Accountant
When Outrigger became the management company for Kapalua Villas, Accounting was a challenge as owner agreements changed three times! Marlyn had prior experience in managing other condo properties, so it was only natural that she took over Kapalua. She applied the skills from her previous experience to Kapalua’s ever-changing business environment. She recognized the differences and ensured efficiencies were achieved in Accounting. She created allocations in JDE to capture the complexities of the owner agreements. Marlyn also agreed to take on additional responsibilities and manage Palms at Wailea with little to no training. She implements best practices that are shared with other Resort Accountants. For example, she created a cover sheet for petty cash and change funds to ensure internal controls are met. She is able to problem solve and suggest better solutions both individually and in a team environment. She is able to accept positive feedback and continues to strive for perfection.
Amy Lee – Housekeeper
Amy is an excellent example of Kuleana. She fulfills her responsibilities in a timely manner with a professional and positive attitude. She is always willing to provide assistance to those in need, especially to our guests. In particular, this last quarter, we had a guest return for their annual three-month visit. They MUST have Room 602, as this is their favorite, and this room happens to be on one of Amy’s station floors. These guests were very much appreciative of the excellent service they received during their stay. They made it a point to share their appreciation with Amy’s Supervisors and our hotel Owners. Amy’s personality is infectious; she is quick to bring laughter and smiles during our Housekeeping briefings with her comments and questions. She gets along well with all of her co-workers, and she is truly a good friend to all.
Edgar Melchor – Head Mechanic
Edgar exemplifies the value of Accountability (Kuleana). A hard worker, very organized and meticulous, Edgar recently built a storage compartment for the Maintenance Runner’s golf cart. He also rebuilt a pump, so that the property always has a spare. After the recent flooding, Edgar spent a lot of time repairing motors and carts. His knowledge and expertise helps keep our operation running economically and smoothly. His attention to the properties’ vehicles and mechanical equipment keeps them running safely and efficiently.
Mary Jean Palafox – Housekeeper
Mary Jean works in Housekeeping at the Outrigger Royal Sea Cliff and continually impresses her Managers with her strong work ethic, her attention to detail and her willingness to help her co-workers. She always has a smile on her face and greets and welcomes our guests with the aloha spirit. Mary Jean best embodies the Outrigger value of ‘ohana for the work she does with her fellow crew mates to attain their common goals.
Michael Perkins – Porter
Michael exemplifies The Outrigger Way without consciously focusing on the Values to make decisions; it is within his nature to do so. Michael seeks to assist guests and staff alike in the workplace—a recent example is his initiative to set up coffee service in the lobby—from set up, to training staff, to maintenance, to delivery of product to our guests —even though it is a Food & Beverage allocated task. A small example in point, but reflective of the manner in which Michael goes about his daily tasks. He is often complimented by guests for his service at the Bell Desk and also with the buggy service. In delivery of promised results, Michael is always looking for new ways of service delivery—working recently with the Guest Services Manager on the Villa and Penthouse service offerings. Michael is committed to the department and Outrigger and is well deserving of this recognition.
Florante Ravago – General Maintenance
For Paddle 3, Celebrating What We Do, employees nominated who they felt was deserving of the Employee of the Quarter:
- “Florante is a good worker. Always smiling, very respectable to his co-workers and guests and is very dependable.”
- “Florante can be counted on to finish all his projects on time. He is also a very good painter.”
- “Florante is an awesome hard working, confident individual. He is very helpful, friendly and humble.”
- “Florante always works with safety in mind. He always cleans up and his work area is always very clean and tidy.”
- “Florante can be counted to give great advice. He is always helping the Maintenance and Housekeeping crews whenever asked.”
A situation arose on a weekend when an employee wasn’t feeling well. Florante was called for advice and when he saw that the employee wasn’t well, he called Security and 911. It was later determined that the employee suffered a stroke. Florante’s actions probably saved his life.
Julia Short – Public Area Cleaner
Julia is a strong team member who shows the value of A‘o in the workplace. Through Julia’s work, you see her openly teaching, creating opportunities for mutual learning and empowering staff to be their best. Julia interacts well within her department. She is the first to seek out expected standards of her Managers and will not stop until these are met by herself and her fellow team members. Julia puts 100% effort into her role so that the hotel is represented in the correct light. The common areas on Julia’s shift always look clean and presentable. Her standards are extremely high, and she also expects the same standards of her fellow colleagues, encouraging them be their best. Julia takes responsibility for her role and is committed. Previously, Public Area cleaning was contracted out so the job has been a challenge for the Public Area cleaners and for the Housekeeping department; however, Julia took charge and showed courage and discipline to act on her responsibilities and accept constructive feedback to make the change a positive one for all.
Laura Stanford – Guest Service Agent
Laura’s composed nature makes guests feel at ease as soon as she greets them. There is often positive guest feedback on Laura on Guest Comment Cards and on TripAdvisor with her overall service rating being that of “excellent.” On the busiest day of the year and on one of her days off, Laura was very obliging and came in to work to assist the Housekeeping team with room cleans due to a Housekeeper calling in sick. She is a team player who invariably thinks of the bigger picture to ensure a successful outcome for everyone. Laura has learned Maxial and procedures quickly and along the way, has provided input with new ideas, offering suggestions on existing procedures to streamline systems. Nothing is ever too much trouble for Laura, and she is happy to take on new tasks. As an example, she was asked to take on updating Facebook as an additional responsibility to her normal duties which she did very enthusiastically. Laura is flexible with her roster and often volunteers to assist if other staff need flexibility with days off, etc.
Shao Fei Weng – Housekeeper
Shao Fei is a highly productive individual. As a Housekeeper, she is able to complete her assignments on time with a high quality of work. During Quality Assurance inspections, she assisted the Housekeeping management team prepare and inspect rooms to ensure room cleanliness was up to Wyndham’s standards. Being a team player, Shao Fei is counted upon to work on different projects either as a Seamstress and/or General Cleaner. “Magic seamstress” is another way to describe Shao Fei’s talents. She mends sheets, duvet covers and has saved money by sewing discarded linen into linen bags for Housekeepers to use. Shao Fei also added her magic touch by sewing playpen sheets for our new playpens. Flexible with her schedule and always willing to assist her colleagues, Shao Fei even relieves our Houseman by delivering guest-requested items and replenishing Housekeepers’ supplies. Shao Fei also supports our recycling program by sorting cans and bottles. Shao Fei’s day may start as a Seamstress, then by mid-afternoon she may be cleaning the public areas and later, she is assisting other Housekeepers to clean rush rooms.
Gui Hao Wu – Housekeeper
Gui Hao Wu displays a cheerful and friendly attitude and is currently a valuable member of our Outrigger Waikiki Shore Housekeeping ‘ohana. Gui Hao is in tune to the needs and desires of our guests and owners. She is a team player who works independently with minimal supervision. She genuinely cares about our guests and ‘ohana, as if they were members of her family. Prior to the start of her shift, Gui Hao prepares her supplies for her guestrooms knowing each guest and room requirements. She monitors vacant and out-of-order rooms and preps VIP and owner arrival rooms. She reviews her daily assignment sheet to make sure to provide the right amount of sheets, towels and requested items. Despite Gui Hao’s minimal English skills, she consistently reports Housekeeping and Maintenance discrepancies in her station and will follow-up to ensure timely corrective action is taken. During slow occupancy, Gui Hao is willing to help other team members by taking vacation hours so others may have work opportunity, and when occupancy is high, Gui Hao is able to work overtime. Gui Hao decided to retire this month and will be missed!
Congratulations also to our nominees who exceled and were recognized for their performance this past quarter: Alejo Batinga, Ben Melchor, Bernard Leybag, Conrada Corpuz, Georgia “Jenny” Tsukazaki, Jenny Wu, John Cacayurin, Jolynn Nihipali, Julie Ann Rivera, Kevin Nakamichi, Lance Koerte, Loraine Timoshik, Michelle Chang, Robert Churney, Robert Hurov, Ronald Ogata, Rosita Rosete, Scott Johnson, Shanly Wu, Sidney Daez, Steven Takasaki and Wai Choi Ho.