a message from richard r. kelley to our...

Dr. Richard Kelley

Roy and Estelle in California, circa 1928

OCTOBER 8, 2016

Founders and partners >> 7-14

A MESSAGE FROM RICHARD R. KELLEY TO OUR OUTRIGGER ‘OHANA

Dr. Chuck Kelley

Barbara Campbell, Jean Rolles and Caroline Hayashi (WCC president)

Jean Rolles honored by Waikīkī Community Center

By Dr. Chuck Kelley

Last Friday, September 30, the Waikīkī Community Center (WCC) honored Jean Rolles, Outrigger’s vice president for community relations, with the Kahiau Award at its annual benefit, Waikīkī Lights. Nominated by Waikīkī Community Center board member Barbara Campbell, Jean was recognized for her seemingly tireless efforts to improve our community and assist those

with needs. Always volunteering on many local boards and selflessly giving of her time and resources, Jean is an example of how much can be accomplished with enthusiasm and dedication. When she speaks about the Waikīkī Community Center, Jean is most passionate about its effectiveness in helping local residents of all ages – from preschoolers to senior citizens. The Center provides lifesaving resources to many and a safe, friendly gathering place for locals and visitors alike. We warmly congratulate Jean on earning this well-deserved award.

Founders and partnersBy Dr. Richard Kelley

During the past week, as we celebrated the lives of our company’s founders, Roy and Estelle Kelley, the word partners kept coming to my mind. One of the reasons my parents were so successful was that they were true partners in virtually every aspect of their lives. To illustrate that thought, think about 1929 as the United States (and the world) slipped down the slope and soon crashed into the Great Depression. Roy lost his job when the development project he was working on in California was abruptly shut down. After hearing about a job possibility in the far-off Hawaiian Islands, the young partners boarded a ship and sought a new life in the middle of the Pacific Ocean. The reverse happened a dozen years later when Pearl Harbor was attacked. Fearing a follow-up attack or invasion, many people left Hawai‘i, mostly by ship, since very few airlines served the Islands in 1941. Our family was extremely lucky to get a couple of seats on a Boeing Flying Clipper, the amphibious aircraft (“flying boats”) that Pan American World Airways operated across the Pacific. My mother, my two younger sisters and

Mali

a Kate

BORN: Sept. 1 6:19 am WEIGHT: 6.5 lbs LENGTH: 19-1/1 inchesCONGRATULATIONS: May Ann and Elvis Tacazon (Kiahuna Plantation Resort Kauai by Outrigger®)

Employment opportunities If you are interested in the position listed below and meet the qualifications, please go to Outrigger.com and click on Employment at the bottom of the page. We only accept online applications for the open positions from internal candidates. Hosts are required to inform their manager that they are applying for an internal posting. Application deadline for the following position is Oct. 14, 2016.

Guest Services Representative (Uniformed Services) (full-time)Must have at least one year customer service experience and be able to lift and carry 75 lbs. Must be flexible to work any shift and any day, including the graveyard shift.

We need your help, #teamOutrigger!Volunteer at upcoming Outrigger-sponsored UH sporting events

Outrigger Resorts Rainbow ClassicNov. 11, 13 & 14, 2016UH Stan Sheriff CenterHonolulu, HI

Contact: Lauren [email protected]

UH Football vs MassachusettsNov. 26, 2016Aloha Stadium‘Aiea, HI

Contact: Kyle [email protected]

Saturday Briefing is published by and for

hosts of Outrigger Enterprises Group (OEG)

Editor-In-Chief: RICHARD KELLEY Senior Editor: KATHY FOLEY

Supervising Editor: PILA HANSON Contributors: OEG HOSTS

Visit us online at: www.saturdaybriefing.outrigger.com

Submissions to Kathy Foley at [email protected].

© 2016 Outrigger Hotels Hawaii An Equal Opportunity Employer

Happy birthday!OCT 10: Waris Ali, Myra M. Kuboyama, Shun Chi Lee, Crystal C. Salavea, Lalaine B. Villanueva and Jian Guo Xu.

OCT 11: Ruby M. Balagso, Marie Liseby Chantal Chaumiere, Somchai Chooting, Priya Darshani, Vickshay Dinson, Grant J. Gutierrez, Mary Colleen Heyer, Amaldranath Lowtun, Josua Matalau, Marilyn E. Matsunanga, Ligo Reece, Baldwin Ugaban, Veresa Waivava, Aekkaluk Wichienkaew and Xiaoli Zhu.

OCT 12: Tanya Butphon, Babu Rajinesh Charan, Maria Theresa Francesca Luximon Heera, Asjad Isaam, Nasuwau Isiteri, Ambet Lagalo, Napaphat Mulikabut, Akenata Nasau, Pailin Ouijaroenphong, Jean Rolles, Tavaita Korowai Tavabulabula, Jovanie A. Tiempo and Lina Rejieli Toga.

OCT 13: Maneesha Ballgobind, Jocelyn Rachelle A. Molina, Zachary L. Peavy, Amitabh Yogesh Ram, Reema Romita Singh and Christina Veeren.

OCT 14: Brandy L.H. Edsman, Sailosi Sauturaga Kadi, Mohammed Shammer Khan, Sheik Ashmir Koya, Christopher P. Marasigan, Janet Shmull and Ratu Peni Wainiqolo.

OCT 15: Kanjanee Chuenyutitham, Sadudee Foythong, Tereza R. Gapuzan, Rinsy Herbert, Christopher V.G. Kelley, Ibrahim Mohamed, Harry Goswany Moorgen, Angelita Padua, Samson S. Palahang Jr., Shari C. Tachibana, Carlton R. Young and Susan E. Young.

OCT 16: Teresita G. Badua, Kenneth H.C. Chun, Silvia Collepardi, Josephine A. De San Jose, Seth D. Fogarty, Britney E. Fujita, Relly Garcia, Teresita G. Hoeck, Suparerk Jindapon, Mohammad Zoubeir Kissoondoyal, Prawit Kongtub, El Nikhil Kumar, Verenaisi Kunalulu Sara K.T. Mariani, Elpedio S. Saycon, Gary A. Tachino, Pauliasi Tubuitamana, Philip Y.F. Wong and Zhuo Hui Zhao.

Outrigger Fiji Beach Resort housekeeping and laundry teams make it happenBy Donna Parkin

They’re members of the “Clean Team” and they make it happen! On Friday, Sept. 23, it became official when housekeeping and laundry hosts were given bright red “Making it Happen” T-shirts. Motiram Limited, one of the major uniform suppliers to the resort, generously donated the T-shirts to the team, each one carrying the “Making It Happen” message. The housekeeping and laundry teams gathered in the Reef Ballroom and were welcomed by their division head, Russell Blaik, who commended them for their ongoing hard work in ensuring that a five- star standard of cleanliness was consistently delivered. They celebrated with a special morning tea highlighted by a congratulatory cake provided by the resort to thank them for their efforts, with each host being awarded a certificate of appreciation. Vinaka (thank you), team housekeeping!

Outrigger Fiji Beach Resort housekeeping and laundry hosts “Make it happen!”

CELEBRATING ONE YEAR WITH OUTRIGGER Congratulations to the following hosts who celebrated their one-year anniversary in September.

Ahmed Shaminu MOKAminath Hudha MOKAnnabel U. Garcia MERArnulfo C. Campiot MERCeleste Mangram OMICheyne H. Yamaguchi OWKChristian I. G. Yagi OWKChristie Stankevich OMIDennis W. Dang WRGGeenasha Bahadoor MORHassan Wais MOKJarrod Rebanal OGMJennelyn S. Macugay WRGJohn J. Romo ESHJosevata Navalutulutu FORLisa Hilton OMIMarie Evelyne Cadine MORMark Hipona ORFMaximo Gombio III OGMNavitalai Nailiko FORNishaal Ghumaria MORNunia Maramawale FORPakasit Thonglua TLRPatchareewan Pasaman TLRPatrick K. Thesken KPRRedima Mathoor MORRoopesh Mohun MOKShivneel Krishna FORShivshakti Boodia MORThunchanok Wonglakorn TLRTirouvan Kuppa -Thevan MORVanessa Reid OMIVedanand Bundhooa MORWei Si Cai ESH

KĪ HŌ‘ALU: Honoring the Hawaiian Slack Key Guitar exhibit unveiled at the Hawai‘i Convention CenterBy Michellee Phelps

On Sept. 27, we celebrated the unveiling of the KĪ HŌ‘ALU: Honoring the Hawaiian Slack Key Guitar exhibit presented by AEG Facilities at a special reception held during the 2016 Hawai‘i Tourism Authority Conference at the Hawai‘i Convention Center. Special attendees included exhibit contributors and Mele Mei in LA participants: Chelle Pahinui, Milton Lau, Makana, Bobby Moderow Jr., Jeff Peterson, Pali Kaaihue, Billy V, Alan Yamamoto, Ku‘uipo Kumukahi and Aja Gample. The exhibit initially debuted at The GRAMMY Museum® during the Mele Mei kick-off event Mele Mei in LA back in Feb. 2016, then traveled to Hawai‘i in time for Mele Mei and was showcased at the Ala Moana Center until the end of June 2016. It was, indeed, exciting to see our vision of this exhibit in support of Mele Mei and celebration of Hawaiian music and culture come full circle. Sending a big MAHALO to all those involved: Kahu Kekoa Kordell; Teri Orton, Mari Tait and Jennifer Nakayama (Hawai‘i Convention Center); Brad Gessner (AEG Facilities); Rita George and Chris Morrison (The GRAMMY Museum®); Alan Yamamoto (Innovative Networking Group); and Sean Dee and Luana Maitland with Outrigger Hotels and Resorts.

The exhibit will be on display until April 2017. Initial plans have begun for Mele Mei in LA 2017 that will be held on Feb. 8, 2017, at The GRAMMY Museum® in Los Angeles.

KĪ HŌ‘ALU: Honoring the Hawaiian Slack Key Guitar exhibit

Michellee Phelps, Na Hōkū Hanohano Award-winning slack key musician Jeff Peterson and Luana Maitland

Kahu Kekoa Kordell, Sean Dee, Pali Kaaihue, Billy V, Makana, Alan Yamamoto, Chelle Pahinui, Milton Lau, Jeff Peterson, Bobby Moderow Jr. and Aja Gample

Luana Maitland, Charlene Goo, Brent Shiratori, Michellee Phelps, Alan Yamamoto, Pali Kaaihue, Sean Dee and Tammy Uy

Outrigger honors global contact center (GCC) hosts during Customer Service WeekBy Kelly Smallwood

Shannon Nolder, Janelle Ellis, Nathan Bantau, Debbie Angelides, Erica Salazar, Rhonda Zarychta, Shameeka Williams, Liz Vargas, Ryan Drummond and Jacquelin Maddox

Back: Tom Seeton, Robin Walsh, Deb Kelly, Lisa Hilton, Jill Lottie, Vanessa Reid and Josephine HazardFront: Sherry Sherman and Stacy Rasmussen

Back: Rachel Compoz Montoya, Barbara Foster, Shanin Warren, Stefanie Nix, Kamala Martizna, Sehai Tesfai, Sherie Wren and Martha DeLisa

Front: Michelle Pena, Leota Ridl, Judy Rapaich and Esther Clayton

Oct. 3-7 is National Customer Service Week and the GCC took time during the week to honor our hosts by acknowledging and recognizing their diligence, hospitality, aloha spirit and dedication to Outrigger and our guests. Their hard work and enthusiasm shines through from the first guest call taken and throughout the guest experience. We are so proud of the aloha spirit our hosts show to each and every guest. We celebrated during All-Hands Meetings by recreating a local arrival greeting, one of our signature experience amenities, by providing each host with a Waikīkī Breeze beverage. We continued with Signature Experiences by presenting each host with Outrigger-branded items including a beach tote, sunglasses case, aloha magnet and some macadamia nut chocolates. We ended our meetings by sharing cake provided by the Outrigger Enterprises Group executive team to express their appreciation for all global contact center team members. Our GCC hosts together are on pace that by year-end we will have supported more than 300,000 customer contacts (which include live voice calls, Web chats, emails and social media posts). Each of these interactions represents a unique inquiry from one of our guests and the opportunity to make a positive impression. We are aware that every contact we have with a guest influences whether or not they’ll choose to stay with or return to Outrigger. We continue to give our best and are working together collectively to build guest loyalty through distinctive hospitality. Our GCC hosts help us originate the guest experience by offering world-class hospitality and adding value to the reservation process for our guests. Please join us in thanking our GCC hosts.

Outrigger Resorts hosts welcome reception for HTABy Stephanie Nojima

It was an evening of welcoming back old friends and meeting new ones as we hosted the Hawai‘i Tourism Authority (HTA) to a reception of networking and sharing ideas for the 2016 Hawai‘i Tourism Conference week, ready to collaborate, connect and be inspired together. For many, this would be their first time viewing our beautiful new Voyager 47 Club Lounge and Deck at the

Outrigger Reef Waikiki Beach Resort. Waikiki Beach Walk® vendors supported Outrigger by sharing their products and services while engaging with our guests. No other company provides Hawaiian hospitality like that of Outrigger Resorts was the overarching theme of the evening. Once again, Outrigger set the stage for a wonderful week of conference events.

Kazu Inakoshi, Jamie Choi, Tom Wakita, Robin Estrada, Lani Von, Jennifer Cabasag, Will Caraway, Marty Milan, Stephanie Nojima, Ellie Agustin, Napua Ho,

Gay Shinbara, Kelli-Ann Morihara and Ricol Akana-Phillips

Konosuke Oda (H.I.S. Hawaii), David Carey, Masayuki Oda (H.I.S. Osaka), Utako Muto, Charles Naura and Danny Ojiri

GCC packs PowerSacks for children in needBy Kelly Smallwood

As part of Caring for Our Place, the Global Contact Center (GCC) recently took some time to volunteer for a Denver-based, nonprofit whose mission is the elimination of weekend hunger in Denver’s Title 1 elementary schools. By providing a PowerSack to each child in the school each week, they hope to assure that no child goes hungry over the weekend. During the school week, children from low-income families in Denver Public Schools receive free and reduced lunches at school. Often the lunch they receive at school on Friday is the last meal they eat until they arrive back at school on Monday. Teachers and principals report that many students come to school on Monday mornings hungry, complaining of stomachaches, headaches and unable to focus and learn. The nonprofit strives to eliminate this problem by providing a PowerSack every Friday to each student to take home for the weekend. Each PowerSack has 9-13 items, enough to feed a family of four two meals over the weekend. Schools are targeted where 90 percent or more of the students are eligible for free and reduced lunch programs (income of a family of four is less than $29K/year to qualify).

As one of the GCCs community service events, hosts gathered to help pack over 2,000 PowerSacks. It was very rewarding to know we were able to make a difference for so many hungry children.

Anita Travis, Esther Clayton, Linda Tulley, Nathan Bantau, Hyacinth Millington, Kristen Kelly, Martha DeLisa, Robin Walsh,

Michelle Pena and Kelly Smallwood

Founders and partners ... << From 1

I shared seats or slept on the floor for the 19-hour flight to California. Roy was not on the flight. He gave up his seat so that a child of one of his close friends and architecture partners could fly to safety. (He later joined us in California, after oncoming blindness caused him to fail his military induction physical exam.) After returning to Hawai‘i in 1944, Roy and Estelle worked side by side, day and night, as dedicated partners to build and open the 50-room Islander Hotel, their first, in 1947. My mother assigned rooms by hand on a roughly two-foot by three-foot lined sheet of paper. She made markings on what we would now call a spreadsheet to keep track of arrivals, departures and occupancy. My sisters and I earned a place in the partnership by washing and folding towels and linen in the back-lot shack used by the housekeeping department. During the 1950s, we three kids left for the U.S. mainland to pursue our education. When we returned to Hawai‘i roughly a decade later, the Islands were changing rapidly. The fields once used to grow sugarcane and pineapple were being abandoned. Some lands on or near a beach were being converted to resort use. Jets were replacing slow, propeller-driven aircraft. First they were narrow-bodied, but wide-bodied planes followed, some carrying over 400 passengers! Those passengers and their crews all needed a place to sleep in the Islands, which became the State of Hawai‘i on August 21, 1959. That, as well as the much-shorter flying time to Hawai‘i, unleashed a torrent of new visitors and generated an urgent need for the development of new hotels. A pending, restrictive change of zoning regulations in Waikiki added even more pressure. How could Roy and Estelle take advantage of these perhaps once-in-a-lifetime opportunities? As before, they looked for partners. My sister Patricia was asked to run the activities desks in hotel lobbies while her husband, Dick Norstrom, was asked to help develop and operate the 100-room Kalia Inn across from the property we now call the Outrigger Reef Waikiki Beach Resort. My sister Jean and her husband Chuck Rolles were asked to develop Chuck’s Steakhouse in the Edgewater Hotel. It was the first restaurant in what later became a national chain. Several decades later, however, that hotel and the

original restaurant were taken down to make room for the Embassy Suites by Hilton™-Waikiki Beach Walk®. I received a call from Roy while I was working as a pathologist at The Queen’s Medical Center in Honolulu, asking me to come to his office for an urgent discussion. When I arrived, he asked me to join him as a partner in his new project. Tour operator Robert E. MacGregor and select members of

his company, Trade Wind Tours of Hawaii, would also join. Roy took in many other partners for his next seven Waikīkī projects. Each partner had a skill that would help get the project completed in those hectic decades. Roy and Estelle felt the members of our ‘ohana and the communities where our company does business are partners as well. My sisters and I and the next generation of our family have carried on that tradition. Thus, I was

very pleased to see my sister Jean recognized last week by the Waikīkī Community Center for her work with that vital organization and many others. (See article on Page 1.) In addition, as reported in last week’s Saturday Briefing, Outrigger president and CEO David Carey recently received the Pineapple Award from Pacific Business News for his many outstanding contributions to Hawai‘i and its visitor industry. Roy and Estelle were not only the founders of our company, but also great partners who provided unique opportunities for many who had the skills and ability to help develop and grow our company in the hectic final decades of the 20th century. I am excited and gratified to see that tradition being carried forward today.Founders Estelle and Roy

with “partners” Pat, Richard and Jean, circa 1955

Roy and his new partner, Richard, circa 1970

Founders Day photos (columns l to r) >> 8-14

Founders Day ... << From 7

OUTRIGGER FIJI BEACH RESORT

OUTRIGGER MAURITIUS BEACH RESORT


OUTRIGGER KONOTTA MALDIVES RESORT

APAC OFFICE


OUTRIGGER LAGUNA PHUKET BEACH RESORT

GLOBAL CONTACT CENTER


HOLIDAY INN® RESORT WAIKIKI BEACHCOMBER

KIAHUNA PLANTATION RESORT KAUAI BY OUTRIGGER®

OHANA WAIKIKI MALIA BY OUTRIGGER®


EMBASSY SUITES BY HILTON™-WAIKIKI BEACH WALK®


WAIPOULI BEACH RESORT AND SPA KAUAI BY OUTRIGGER®

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