BY THE HUMAN RESOURCE SERVICE CENTER — Each quarter, it is a pleasure to gather Outrigger ‘ohana together to honor and recognize star performers, this time for the third quarter of this year. The OHANA Waikiki East was host to the celebration Tuesday, Oct., 15, with Elizabeth Cambra, Bitsy Kelley, Dr. Richard Kelley, Teri Orton, Chuck Shishido, Barry Wallace, Alan White, Ruthann Yamanaka and department heads on hand to extend their congratulations and share short anecdotes about each of the distinguished honorees. Congratulations to:
Jenny Apao • Room Attendant
Jenny has shown great initiative in expanding her knowledge since joining the housekeeping team at the Boathouse Apartments by Outrigger in November last year. She has become a very important part of our team, exhibiting all of the Outrigger family values. Kīnā‘ole pretty much sums Jenny up these days. Whilst quiet-spoken, Jenny’s message is loud and clear and always delivered with a lovely smile. She is a very punctual, polite and positive person towards her fellow team members and our valued guests alike. Jenny accepts any extra shifts or extra hours that are asked of her and has become a model of consistency and productivity. For these reasons and more, we are pleased to nominate Jenny for Employee of the Quarter as a gesture of our gratitude and in acknowledgement of her efforts.
Lauren Chow • Senior HR Specialist
Lauren is a key player in HR. While the department was short-staffed since the beginning of the year, Lauren graciously stepped up to represent Team Benefits! She has taken on additional responsibilities and has been a quick study on new benefits administration duties, while continuing her own duties. The “401k guru,” Lauren gets a constant stream of calls or visits from employees about their plan. Lauren is patient, professional and always willing to help. This past successful Wellness Fair was led by Lauren who sought different vendors to provide free health services. She also initiated activities to educate our employees on LivingWell. Lauren attends seminars to keep up to date on health care laws and benefits changes so she can better serve our employees. She continues to grow and develop within HR and exemplifies our values of A‘o, Nā Mea Ho‘okipa and Aloha.
Patrick Concepcion • Guest Service Representative
Patrick has proven himself time and again while currently working at the Holiday Inn® Waikiki Beachcomber Resort. He’s great with our guests and is a team player. When his work is completed, he takes the initiative to assist the manager on duty with extra duties. He eagerly comes to work with a great big smile and a positive attitude. Patrick is also flexible with his work schedule and has covered various work shifts including the audit shift. Recently Patrick assisted management by taking the lead with our groups and making sure that everything was set for their arrival. Upon the group’s arrival, Patrick explained the rules and regulations while passing out room keys and making sure everything was in order and smoothly handled. The front desk department is lucky to have a wonderful person who exemplifies the attributes of a great employee in Patrick.
Tick Curtis • Housekeeping
Tick is the Outrigger Twin Towns Resort chosen Employee Of the Quarter for the third quarter of 2013. A valued member of our housekeeping team, Tick is always willing to assist when required, whether it is to work extra shifts and/or assist others when running behind in rooms. Tick enthusiastically participates in all of our property celebrations at work, including dressing up and participating in games. A quiet achiever who is a very hard worker, Tick also possesses excellent cleaning standards. She is well respected within the housekeeping team and is a pleasure to work with because of her positive and gentle nature. Congratulations and well deserved, Tick.
Jie Li Huang • Housekeeper
Jie Li is a true team player in our department while currently working at the Wyndham at Waikiki Beach Walk®. Her “can do” attitude makes her great. She is always optimistic, never complains about her workload; she only works harder. Jie Li always lends a helping hand. Jie Li is very flexible with her schedule; we often call her last minute to replace those who call in sick. She is always willing to come in, even if she has personal plans. Jie Li has never called in sick since starting at Wyndham in July 2009. Although English is Jie Li’s second language, she tries her very best to communicate with our guests and with a warm smile. She is very committed to the company and her department. A true and sincere team player that conveys the Count On Me & Ke‘Ano Wa‘a values, we thank Jie Li for her dedication.
Ambet Lagalo • Maintenance
Ambet wears many hats while currently working at the Wyndham Vacation Resorts Royal Garden at Waikiki. He’s an HVAC tech by trade and through years of experience working in maintenance at other hotels. He’s also picked up other trades like electrical and plumbing. Ambet also picked up leadership skills. He is currently training his teammates on how to troubleshoot our unit air conditioners. His teammates look up to him like an older brother. Housekeeping adores him and the front desk staff depends on him because everyone knows when Ambet is on duty, everything will be fixed in a timely manner. Ambet’s accountability, courage and discipline to act on his responsibilities and to accept all consequences have become priority to him. He will help and donate his time to any charities that Outrigger supports without skipping a beat. Ambet Lagalo best represents our value of Kuleana.
Sharon Mae Lampitoc • Guest Service Representative
Sharon “Mae” Lampitoc is a valued Nā Mea Ho‘okipa currently working at the Outrigger Waikiki on the Beach front desk. She demonstrates her Aloha Spirit each day at work by arriving with a positive attitude and sharing her contagious laughter and enthusiasm throughout her shift. This was reflected in the positive comment cards she received this quarter. In addition to providing exceptional guest service, Mae recently stepped up as trainer and leader. She regularly works the night shift and with her experience, Mae soon became senior GSR while working with two new front desk team members. Each night, she patiently answers questions and observes performance to provide constructive feedback as needed. As a fan of Ke ‘Ano Wa‘a, Mae regularly participates in team-building activities like employee potlucks where she generously shares her native Filipino culture through homemade mouth-watering dishes. We are very proud to have a dedicated employee like Mae Lampitoc on our team.
Sharon Lee • Control Clerk
Sharon currently works at the OHANA Waikiki West after relocating from the Courtyard by Marriott in April 2012. She will make a milestone 30 years of service this coming December. Sharon is truly the backbone of our housekeeping PM operations which has minimal staffing and supervision, especially in a challenging 659-room property with an aging infrastructure. Sharon demonstrates a great work ethic and positive attitude toward her guests and staff. Guest satisfaction is her priority and Sharon takes ownership of any complaints or unexpected situations and tries to handle them to the best of her ability. She commits to successfully completing any given assignment, which is reflected by her organized and accurate work. She attends to details and communicates effectively which keeps the management team in the loop about the PM operations. Despite challenges, Sharon is always calm and self-composed. We are fortunate to have a strong team player who always lends a hand on our team.
Mary Lontoc • Guest Service Agent
Mary is a shining example of the Ke ‘Ano Wa‘a value of Kuleana while currently working at the Outrigger Kiahuna Plantation. With the advent of the new 11 a.m. checkout time, Mary has really taken responsibility to ensure the units get checked out on time. This has helped the housekeeping department turn over rooms more quickly. She communicates well with other departments and follows through to ensure a smooth check in for our guests. She is diligent and has a strong work ethic. She demonstrates excellent organizational skills and is able to handle multiple tasks under pressure and still maintain her good nature. Mary shows strong leadership abilities. She has recently taken on the part-time role of reservations clerk. The transition was seamless. We are proud to have her on the Kiahuna team.
Jill Lottie • Senior Retail Agent
Jill is a 15-year senior retail agent who is a valuable asset to Outrigger while working at our Denver Contact Center. She portrays Ke ‘Ano Wa‘a by sharing her skills and takes pride in her work making sure it is done the right way the first time. Her conversions tell you she makes our guests eager to book. She is dependable, always on time and ready to work everyday; her excellent attendance is evidence of this. She’s willing to change her shift when needed and goes above and beyond making sure our guests are well-informed and happy with their decision to stay with Outrigger. Her Aloha is always exuding with her infectious personality and pleasant attitude that bodes well for building rapport, not only with our guests and her co-workers but with the front desk staff as well. Jill is one of the first to be considered for projects as she is detail oriented, takes pride in her work and is joyful. Jill is dedicated to being the best of the best!
Mary Melican • F&B Attendant
Mary is amazing and always the first to put up her hand to assist others. She is truly a team player and embraces the ‘ohana spirit; guests love her. She remembers their names and to see guest reactions day after day when she acknowledges them and asks about their previous day is inspiring. She shows great customer care and attention to detail. She consistently gets great feedback from guests. All our staff love working with Mary. She looks to take new staff under her wing and has been with Outrigger Little Hastings Street Resort & Spa, Noosa from the start. Mary, on her own time, has supported Outrigger at local events such as the Million Paws walk and the Biosphere festival. Mary is a team player and happy to get involved no matter what we’re up to – she just took part in the Noosa Outrigger Canoe Corporate Challenge despite most competitors being half her age and many representing local gyms. Extraordinary lady!
Brian Miyamoto • Bellman
Brian was nominated by a co-worker who cited his exemplary customer service skills as an example of excellence toward which all employees should strive. Brian interacts with a wide variety of customers while currently working at the OHANA Waikiki Malia, including property owners and Outrigger executives. He works diligently at the bell station and lends a hand at the front desk helping the clerks check in guests and answering the telephones. All that come in contact with Brian can expect polite, professional and fair treatment, which leads to satisfied customers and guests. Brian is quick in responding to requests. His high work standards encourages a spirit of excellence in those around him. He demonstrates full commitment to the OHANA Waikiki Malia Hotel and its employees. Mahalo, Brian, for your hard work and dedication!
Aldrin Ortaleza • Server/Busser
Currently working at Embassy Suites® - Waikiki Beach Walk®, Aldrin has been a tremendous employee. His consistently positive attitude with peers and guests has been a remarkable and contagious example of an exemplary host or Mea Ho‘okipa. Aldrin is always positive and overflowing with Aloha. Kīnā‘ole describes Aldrin. He knows the right thing, way, time, place, person, reason, feeling and always the first time. I would describe Aldrin as a “superman!” He is fantastic in everything he does. Many personal notes of recognition from our guests pour in about Aldrin. At our recent Embassy initiative, “Catch Me at My Best,” Aldrin had 100 more catches than the second place position! One guest wrote, “There is a staff member we saw at breakfast each morning and he just had a smile from ear to ear every morning and was always so friendly. He is a real credit to your hotel.” Aldrin has carried the honor of Perfect Attendance since starting with Embassy. In so many ways, he is well-deserving of Employee of the Quarter.
Anny Salvacion • Housekeeper
Anny has been a part of the Outrigger ‘ohana since 1989 and “lives” our values with pride. She is well liked and trusted by her co-workers and is able to work side-by-side with any team member while currently working at the Outrigger Waikiki Shore/Regency on BeachWalk Anny is very organized, prompt and efficient. When inspecting or cleaning rooms, she puts herself in her “guest’s shoes” to ensure her rooms are in accordance to her guest’s needs while maintaining high standards. Anny is professional, treating our guests with Kīnā‘ole and Aloha. She will do her very best even if a situation is difficult. For example, a guest wanted her room serviced at a certain time, towels folded and placed in a certain way, shoes and slippers organized, etc. Anny was determined to turn the guest’s attitude around and sure enough, by the end of the week, Anny and her guest were “talking story.” Anny is receptive to change, gives constructive feedback and is supportive of management decisions. Anny openly shares ideas on ways to improve service and maintain cleanliness.
Maya Sutherland • Guest Services Agent
When back of house, Maya greets all staff with the same friendly and welcoming smile, every person, every day while currently working at Outrigger Surfers Paradise. Her friendly nature at the front desk is consistent and encourages other staff to act in the same professional, welcoming and friendly manner. She certainly leads by example. Maya accepts all guests with the same equality of service and energy. She assists in training new staff and helps them through any problems encountered. She never leaves a task unfinished and communicates effectively with the team. An example is when Maya was under pressure with a disgruntled and aggressive guest. Maya maintained her composure, spoke to the guest politely, was genuine in her efforts to assist and eventually the guest left satisfied. A perfect example of how to diffuse a difficult situation and even better, to turn a dissatisfied guest into a satisfied one. Great job!
Kalani Vares • Maintenance
Kalani consistently demonstrates a strong work ethic and dedication to success while currently working at the OHANA Waikiki East Hotel. His efforts have produced consistent high quality results. Kalani’s maintenance skills, knowledge of the building and what work has been done over the years has been a great help to management and contractors who have questions prior to scheduled work. Recently Kalani volunteered to refinish the lobby furniture, not only saving us money but the results were fantastic! He also volunteered to come in at 4 a.m. to help with transformer repairs. Kalani offers suggestions on how we can improve our RPM (Routine Preventive Maintenance) program so we can be more efficient with a higher quality of work, ultimately providing our guests a better product. Kalani’s flexibility with scheduling is a big help when emergencies arise. He is very dependable and understands and represents the Outrigger values very well.
Noellyn Vollmer • HR Administrator
Noellyn is known as a “mother” to all staff at the Outrigger on the Lagoon – Fiji as she naturally demonstrates the Bula Spirit to anyone she comes into contact with. Affectionately known as “Aunty Noels,” she assists the manager in the recruitment and induction of new employees in addition to her normal HR administrative responsibilities. Last quarter she conducted interviews and inductions whilst also managing a written employment survey for 400 staff. Noellyn personally took care of all the arrangements prior to and during the training and was selected because of her approachable attitude toward staff. She always carries out each and every task with grace and skill and always willingly. When it comes to staff issues and concerns, Noellyn goes beyond her call of duty. She is known for her after work care for staff with her personal visits to work colleagues who are sick, who have just had a baby or who have lost a loved one.
Marlene Wong • Guest Service Associate
While currently working at the Outrigger Reef on the Beach, Marlene’s dedication to the hotel and our guests has never wavered. She is a true example of our value of Accountability. Day-to-day, Marlene works various shifts at the front desk ranging from rooms control to graveyard. Her strong work ethic and efficiency allows management to focus on other tasks. Whenever issues arise, Marlene is there to take control of the problem without seeking assistance from managers. Marlene provides superior customer service to every guest she comes into contact with. It is not rare to see Marlene assisting guests with elevator key machines, taking the time to escort guests to their rooms or dealing with difficult guests with a smile, providing instant gratification. Marlene is a favorite amongst employees, not only for the various treats and snacks she brings in, but because she exemplifies the core of Outrigger’s Ke ‘Ano Wa‘a values daily. Her dedication, work ethic and efficiency are always on display.
Congratulations to our Employee of the Quarter nominees for the 3rd Quarter of 2013: Ernesto Agdeppa, Kenneth Asato, Angelina Asuncion, Alejo Batinga, Sarah Bernabe, Dwayne “Skip” Boyce, Cynthia Feng, Jin Min Gan, Marivic Gushikuma, Kerry Iha, Maribel Lagalo, Yuan Ni Lin, Edgar Melchor, Ferdinand Obille, Nathan Ramos, Mei Qing Tan and Dennis Yap.