Saturday Briefing

By Ka‘ipo Ho

In previous months, we’ve highlighted the exciting Ke ‘Ano Wa‘a events at our different hotels and Company Services departments, as they’ve launched Paddle One, Celebrating Who We Are, and Paddle Two, Celebrating Where We Come From. This month, we introduce Paddle 3, Celebrating What We Do – We welcome and entertain guests and friends with warmth and generosity.

Jon Jarnigan, Rachel Compoz-Montoya, and Tsehai Tesfai (standing) at our Denver Reservations Center are among the first official greeters welcoming Outrigger’s guests

Welcoming guests with warmth and generosity has been an Outrigger tradition of more than 60 years, and we have literally touched the lives of thousands upon thousands of guests from all over the world and from nearly every walk-of-life. That’s awesome!

Another awesome fact is that the “Outrigger welcome” is more than a single event. It’s a whole bunch of experiences, some occur long before our guests actually set foot in our hotels, and others can happen long after they have returned home.

Take Mr. and Mrs. Gerald Swanson from Tippecanoe County, Indiana, for example. The Swansons are anxious to escape the cold of winter that’s just around the corner, and they start their search for a warm getaway. They happen upon an enticing magazine ad that our innovative marketing team has designed to create a feeling of warmth and welcome. Bursting with curiosity, the Swanson’s surf over to www.outrigger.com for more details.

Nancy Brunner, the spirit of welcome behind our corporate reception

As they view the various photo galleries, Mrs. Swanson says to her husband, “Hey Gerry, let’s check out www.tripadvisor.com.” After reading one comment after another, the Swanson’s dial 1-866-956-4262. “Aloha and thank you for calling Outrigger and OHANA Hotels & Resorts. This is Jon. How may I help you today”, says the warm and welcoming voice from our Denver Reservations team. The Swanson’s are absolutely thrilled! It’s their first experience with an Outrigger host.

Emilio Marlang and Earl Endo take pride in welcoming guests to the OHANA Waikiki Beachcomber

By the way, did you know that guests calling the Reservations Center generally think they are speaking to someone in Hawai‘i? Great job Denver!

Everyday, hundreds of guests like the Swanson’s arrive at our hotels or condominiums and experience the Outrigger welcome. It’s the greeting by an Outrigger host at the Bell Desk with a sparkle in his voice and a twinkle in his eye, “Hafa adai! Welcome to the Outrigger Guam Resort.” It’s our Front Desk hosts that cordially greet guests at check-in and put them at ease with, “Aloha and welcome to the OHANA East”. And it’s our busy Housekeeper or Maintenance hosts who stop what they are doing to acknowledge guests with, “Aloha and welcome to the Wyndham Waikiki Beach Walk.”

There are so many more examples we could speak of where our guests experience the warm Outrigger welcome. Each time we extend our welcome to a guest, and even a co-worker, we are also saying how much we honor and respect them. Think about it. How many times have you walked into an establishment where no one acknowledged your presence with either a greeting or eye contact? How did that experience make you feel? Respected? Honored? Welcomed or even appreciated? I thought so.

The gracious and welcoming hosts of the OHANA East Front Desk Suzanne Lee, Marie Lancaster, Sarah Bernabe, and Tiana Agustin

Here are some simple and cost-less ways to turn up your personal welcome experience and truly make a difference in someone’s life.

I welcome my day with enthusiasm and passion knowing that I have been blessed with another opportunity to touch someone’s life in a very special and unique way.

I can bring warmth and joy to someone’s day with a gracious welcome and greeting, a sparkle in my voice and a smile in my eyes.

I can transform that gracious welcome and greeting into an extraordinary experience simply by addressing that special someone by their name.

I can let someone know that I truly care about them by “being in the moment” and making them feel like they are the most important thing to me.

I can express my thanks with sincere words of appreciation, and reveal an even deeper sense of gratitude through my caring and thoughtful actions.

I can truly honor someone and make them feel like part of the family by extending them a warm and personal invitation to return.