A MESSAGE FROM RICHARD R. KELLEY TO OUR...

Dr. Richard Kelley

SEPTEMBER 17, 2016

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

Outrigger accumulates awards!

By Kathy Foley

Our Outrigger.com redesign received a 2016 GOLD Magellan Award from Travel Weekly in the Hospitality – Website category and the Outrigger Konotta Maldives Resorts promo video in the Hospitality marketing – Promotional Video category. Travel Weekly is a significant B2B (business-to-business or e-biz) news resource for the travel industry, delivering late-breaking news, analysis and research that help keep travel professionals in the know. The Travel Weekly Magellan Awards honors the best in travel from design to marketing to services and acknowledges the outstanding professionals behind it all. Entries were received from top travel organizations and professionals worldwide, so our recognition is a tremendous achievement and honor, representing a high standard of excellence amongst our peers. A complete list of this year’s winners can be found at www.travelweeklyawards.com/winners/ and a special section dedicated to this year’s winners will be in the Oct. 31 issue of Travel Weekly.

Also receiving honors on Sept. 6 was the Outrigger Laguna Phuket Beach Resort for Island Resort for MICE of the Year. The 2016 China Travel & Meetings Industry Awards-Business Travel & MICE Awards,

Outrigger Laguna Phuket Beach Resort Island Resort for MICE of the Year award

Awards >> 3

Saluting our Olympic-class Housekeepers

By Dr. Richard Kelley

Over the next two weeks, at Outrigger hotels and its affiliates, we are celebrating an extended International Housekeepers Week and honoring our Housekeepers around the Pacific and Indian oceans. We proudly recognize our Housekeeping staff and thank them for everything they do to keep our rooms and public areas looking as terrific as they do. Although they work quietly, far from the limelight, our Housekeepers do a magnificent job. They perform flawlessly around the clock, every day of the week, throughout the year, even on Christmas Day. Using the slang of today’s Internet world, we can count on them “24/7/365” – and they always turn in a championship performance.

Housekeepers >> 8

Our Olympians: Elman Pagaduan, Daniel Spracklen, Adelina Balmilero and Annie Mar

http://www.outrigger.com/

http://www.travelweeklyawards.com/winners/

CELEBRATING ONE YEAR WITH OUTRIGGERCongratulations to the following hosts who celebrated their one-year anniversary in August.

.Akshay Goundar FORAl Amin MOKAli Ahammad MOKAmele Rasova FORAriel B. Acoba KPRAsinate Raula FORAviame Vuiraki FORBenedict Rasay WRGBunruean Chantharat TSRChand Miah MOKChandana Janaka MOKChatchana Kriyabut TLRFrancisco Gamboa OGMGopakumar Gopalakrishnan MOKHoang Thi Len MOKHope V.M. Tupou De La Vara RKRIndika Dinesh MOKJoeli McGoon FORJohn C. Diaz ORFJohn Rendell B. Espejo MER

Joji Vulimailodoni FORMaca Kabakoro FORMaria Henedina A. Fermin OBCMd Masum Miah MOKMerewai Namiqa FORMilika Naoba FORMohamed Areef MOKMohamed Naufal MOKMoneel Reddy FORNi Putu Yeni Susanti MOKPatarajit Udomjit TLRPhirada Thuamsri TLRPhistawan Chankhunladjaroean TLRPuwakgahahene Gedara MOKRichard R. Castillo ORFRonnie Edjie M. Barit ORFRukmal Gunarathne MOKSushil Xavier Gomes MOKTipu Sarker MOKViliame Kadivuka FOR

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

Employment opportunitiesIf you are interested in the positions 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 positions is Sept. 23, 2016.

Guest Services Representative (full-time)A minimum of one year customer service required, with cash handling and hospitality industry experience preferred. Must have basic computer skills and ability to type 30 wpm. Must also be a team player with excellent communication skills and flexibility to work any day and shift.

Host/Hostess (full-time)A minimum of one year customer service experience required, preferably in the hospitality industry. Positive, service-oriented attitude required. Must be a team player with excellent communication skills and ability to work flexible days and shifts.

Cocktail Waithelp (on-call)Responsible for the service of beverages and/or food in a timely manner, resulting in guest satisfaction. Service to include but not limited to bar, pool area and room service. Must have a friendly, positive and service-orientated attitude and ability to work any day and shift.

Happy birthdaySEPT 19: Larvish Beemolah, Leighton G.M. Chang, Luke S. Hamada, Steve Hwan Hu, Qiao Lian Li, Basil Hicks Navori, Abraham T. Pinehaka and Koini Naveno Nakuruku Vakatini No.3.

SEPT 20: Crisfel Antonio, Karen Y. Emoto, Benjamin B. Knounsourath, Mary Lontoc, Normalita D. Lorenzo, John A. McDonald, Darshita Darshani Naidu, Livia Vacereivalu Nakai and Sandy Y.L.L. Tran.

SEPT 21: Bhisam Bahadoor, Earl S. Endo, Mark N.R. Godoy, Danilo Gonzales, Maribeth A. Julian-Quiocho, Estelle Marie Kelley, Mereoni Weliweli Kurisalili, Philman B. Martin, Noppon Somsamai, Veeradach Srikittitada, Saane Tone Tanaka, Dean Waitnee Veu, Carla Van Vliet and Creighton J. Young.

SEPT 22: Restituto Rostic Aceret, Asilika Adi, Jarvin Basama, Etuate Bativasiti, Jennifer L. Cabasag, Mauricia A. Cabato, Rajneshwar Dass, Merelini Druma, Louis Kevin Lapoule, Ah Shu Lee, Sylvania K. Louis, Wan Wun Lui, Laura Medeiros, Edgar B. Melchor, Eddie Nangauta, Eugenia Aguinaldo Pasion, Omar Zavala Perez Deorani Ramgopal, Franklin S. Sabugo Jr., Worawuth Seiharat, Jessica E. Thomas and Nora Nalani Weatherwax.

SEPT 23: Madeline G. Agcamaran, Pakorn Hookheaw, Soen Lifang, Michael Mafnas, Titilia Raiyawa, Florida Sonis, Sebastian, Isidro Tinoso and Julian Vollmer.

SEPT 24: Barbara Jean Awa, Akara Chumjan, Tagumpay B. Garcia, Joseva Kadralevu, Randall Y. Kamisato, Benny Laguatan, Sharon Mae C. Lampitoc, Jirawanwadee Onjun, Marisa A. Sakamoto and Han Qin Wang.

SEPT 25: Maciu Dilo, Angelita Ramos Ganitano, Joel Gemina, Iofina Isack, Shynal S. Kumar, Sandy I. Niihau, Chittaphon Saphanthong, Marvin T. Shin, Ronald Singh, Metuisela Tabuavou and Walter C. Tolentino.

Awards ... << From 1

organized by Travel Weekly China, were held in Beijing Sept. 6 and hosted by M&C China, Northstar Travel Group. The China Travel & Meetings Industry Awards recognize the best enterprises in China’s travel, meetings and incentives industry. Elaine Wang, Outrigger’s China marketing representative, was on hand to accept the award. “I was honored to accept ‘The Island Resort for MICE of the Year’ award on behalf of Outrigger Laguna Phuket Beach Resort. Outrigger Laguna Phuket Beach Resort is committed to MICE excellence. The high-end technical support and a range of meeting space allow Outrigger to extend its unique passion for meetings excellence and team building to event organizers around the world.” Opened in April 2014, the Outrigger Laguna Phuket Beach Resort Similan Ballroom and three meeting rooms position it as one of the best medium-sized meeting facilities, not just in Phuket and Thailand, but in Southeast Asia. Conference guest meetings benefit from a range of high-end in-house AV equipment and technical support that ensures high quality productions. Just steps away, the setting is perfect for a variety of outdoor events. Congratulations to our Global Brand Services and Outrigger Laguna Phuket Beach Resort teams on these well-deserved industry honors.

TLR’s Similan Ballroom

A pint of blood can save 3 livesBy Sirikarn Aud-Nhunphan

Hotels in Koh Samui, in collaboration with the Thai Red Cross (Samui) have been organizing monthly blood drives around the island. The blood donation campaign is carried out throughout the year and as part of Outrigger Koh Samui Beach Resort’s (TSR) demonstration of The Outrigger Way.

TSR hosts teamed up to donate blood at Centara Grand Samui on 8th September 2016. Five TSR hosts were able to donate, potentially saving 15 lives. You’re lifesavers and heroes!

Host announcementsBy Paul Richardson and Sean Dee

I am pleased to join human resources in welcoming:• Cyrille Carmona to the Outrigger Mauritius Beach

Resort as deputy general manager;• Ivan Haller to the Outrigger Laguna Phuket Beach

Resort as executive assistant manager in charge of food and beverage;

• Christopher Long to the Outrigger Konotta Maldives Resort as executive chef; and

• Nathan Bantau as reservations manager at our Global Contact Center (GCC) in Denver.

CYRILLE reports to General Manager Pieter van der Hoeven as of Sept. 1. A French national, he has extensive experience in senior hotel management in Cambodia, the Maldives, Malaysia, China, and on cruise lines and has a particularly strong reputation in food and beverage management. Before joining Outrigger,

Cyrille was hotel manager of the Raffles Hotel Le Royal in Phnom Penh, the capital of Cambodia. He was also executive assistant manager of the Raffles Grand Hotel d’Angkor near the remarkable Angkor Wat temple complex, also in Cambodia. Cyrille earned an eCornell Master Certificate in hospitality in 2008 covering all fundamental areas such as marketing, managing people, revenue, pricing strategies and more. He has earned several conference and workshop certifications along the way on subjects such as Fundamentals of Leadership, Training the Trainer and Supervisory Skills Development. Aside from English and French, Cyrille is fluent in Spanish and also some spoken Italian. With his excellent client-facing skills and breadth of experience across Asia and the Indian Ocean, We are confident Cyrille will help enhance the already great work and positive direction we see underway at our resort in Mauritius.

IVAN reports to Outrigger Laguna Phuket Beach Resort Manager Leah Matters as of Sept. 1. An Italian national, Ivan brings to Outrigger over 15 years of experience in hotel and food and beverage management. He has an impressive track record in leading hotels and restaurants in Abu Dhabi, Singapore, Egypt and two-star Michelin

restaurants in Italy and Switzerland.

Before Outrigger, Ivan was director of food and beverage at the Yas Viceroy Hotel in Abu Dhabi and during that time, the restaurants in the hotel won several awards including best brunch and best restaurants in Abu Dhabi (Japanese and Indian). Ivan was in Singapore for seven years as general manager and then group general manager for Senso Holdings, operating 11 restaurants, outlets and catering services and picking up varied food and beverage awards under his watch. With a Higher Diploma in Tourism & Hotel Management from the Hotel Management School of Merano in Italy, Ivan has also trained in topics such as mentoring, the habits of effective people, project management essentials and master sommelier. On the personal side, Ivan, who is married with three young children, is currently reading Quiet Leadership by David Rock. He hopes to one day travel the length of New Zealand from the north to Fiordland in the south. His most inspirational public figure is the founder of Singapore, the late Lee Kuan Yew. With a passion for swimming, wining, dining, traveling and cooking, Ivan says the best advice he’s ever received is “listen to your wife.”

CHRISTOPHER reports to Outrigger Konotta Maldives Resort General Manager John Allanson as of Sept. 1 as well. A British national, Christopher joins us fresh from the Six Senses

Con Dao Resort in Vietnam where he was executive chef and acting food and beverage director for two years after serving a year as executive sous chef there. Christopher has also been a head chef and chef consultant at top venues in the U.K., some of which may sound familiar like the Wimbledon All England Club, Silverstone Race Track, the London Olympics and Ascot Racecourse.

Cyrille Carmona

Ivan Haller

Christopher Long

Host announcements >> 5

Host announcements ... << From 4

Head chef and patron at a leading gastronomic public house, Christopher had oversight of all kitchen operations with a team of 16 chefs preparing 140 a la carte fine dining covers a day. While there, Christopher broke the record for the world’s largest chocolate truffle and was in the Guinness Book of World Records. Proceeds went to a children’s hospital, and he appeared on BBC TV prime time as part of the charity effort. With a postgraduate certificate in education from Wolverhampton University in the U.K., Christopher is qualified to teach students catering. As a veteran island resort dweller in Vietnam, Christopher likes books on mindfulness and meditation and has taken up yoga. His philosophy is to not worry about things you can do nothing about, although it’s difficult not to be tempted. He’s got Machu Picchu and the Mayan Temples on his travel bucket list and admires John Lennon, “a great musician and writer and innovator who selflessly used his position to campaign for peace and equality. I also admire him for his awesome and unapologetic wit.”

NATHAN reports to GCC Corporate Director Anita Travis as of Sept. 6. He has 14 years of call center operations and management experience overseeing as many as 2,000 call center agents across multiple locations. As a call center manager at DirecTV, he was accountable for meeting and/or exceeding all key performance indicators and effectively managing vendor

contracts. He was responsible for the operational performance of 1,200 agents across multiple call centers. He also successfully recommended and developed programs to improve customer satisfaction and operational efficiencies. Most recently Nathan was a technical services senior manager at DirecTV where he managed advanced technical operations call types totaling roughly 500 agents across multiple locations. Nathan studied at the University of Denver obtaining a Bachelor of Science in international business with a minor in economics. He loves spending time with his family, cheering on the Denver Broncos and making wine. Nathan’s education and broad range of experience in call center operations and management will support our ‘ohana, as we continue to offer world-class hospitality to our guests and partners. Congratulations and welcome, Cyrille, Ivan, Christopher and Nathan.

Nathan Bantau

#teamOutrigger hosts a fun-filled weekend with UH Wahine VolleyballBy Kathy Hansberry

On Sept. 8, 9 and 11, a combined crowd of 18,300 fans gathered for the Outrigger Resorts Volleyball Challenge at the Stan Sheriff Center, as the Rainbow Wahine volleyball team hosted a three-night tourney. The Rainbow Wahine hosted visiting teams from Northern Illinois, Utah Valley and Washington State and faced the Wolverines of Utah Valley Thursday night for the tournament opener. A crowd of 6,856 watched as the Rainbow Wahine swept Utah Valley in three sets: 25-18, 25-21, 25-8. The home team had four players in double-figure kills, while Savanah Kahakai led UH with 10 digs. On Friday night, 6,000 fans gathered at the Stan Sheriff Center again to support the Rainbow Wahine in their second game of the tournament against Northern Illinois. The Rainbow Wahine battled in the first set and then pulled away in the second and third sets to sweep Northern Illinois: 26-24, 25-15 and 25-15. Nikki Taylor led the Rainbow Wahine with a match-high of 18 kills, while Savanah Kahakai recorded 14 digs. The final night of the tournament paired Hawai‘i against the University of Washington Huskies with 5,449 in attendance. The Rainbow Wahine battled to the end but came up short to an exhilarating five-set heartbreaker: 23-25, 25-17, 26-28, 25-23, 13-15. With the win, the Huskies captured the championship of the Outrigger Resorts Volleyball Challenge. Nikki Taylor led the Rainbow Wahine with a career-high 29 kills and a season-high seven blocks Sunday night. In addition, Emily Maglio and Nikki Taylor were recognized for the All-Tournament team.

Team Thursday - Back: Stephanie Nojima, Eric Vidal, Kyle Vidal, Joey Fukuoka, and Ricol Akana-Phillips. Front: Gay Shinbara, Lianne Bryant, Lisa Asakura, Jennifer Cabasag, Kelli Morihara and Kathy Hansberry.

UH Wahine Volleyball >> 6

Mahalo to president and CEO of Outrigger Hotel and Resorts, David Carey, for representing Outrigger during the awards presentation where he was joined by University of Hawai‘i Associate Athletics Director-SWA Marilyn Moniz-Kaho‘ohanohano as they co-presented the Championship Trophy, Most Outstanding Player and All-Tournament Honors. As tournament sponsor, #teamOutrigger added to the excitement with fun interactive activities, social media photo opportunities, giveaways and the crowd favorite, “Outrigger Hukilau,” an on-court intermission promotion where two contestants team up for a chance to win up to $2,000. This year the winners of the three halftime Hukilau games walked away with between $250 and $800 each! As always, the tournament was a huge success thanks to our dedicated #teamOutrigger volunteers! Mahalo to: Aitogi Totemese, Ashley Cabradilla, Courtney Miyashiro, Danette Lionetti, Debbie White, Debbie Hendrawidjaja, Devon Yamamoto, Ellie Agustin, Eric Vidal, Gay Shinbara, Jeff Hendrawidjaja, Jennifer Cabasag, Jennifer Frias, Jimmy Lagunero, Jo-Ann Yonamine, Joey Fukuoka, Jolynn Nihipali, Kelli Morihara, Kelsey Morihara, Kyle Vidal, Lani Von, Larry Wong, Lauren Yamamoto, Lianne Bryant, Lisa Asakura, Malia Espinda, Nadine Chun, Ricol Akana-Phillips, Stephanie Nojima, Teagan Link, Thaila Lagunero and Toni Icarangal.Hawai‘i, now ranked No. 15, will take on Pepperdine University at the Stan Sheriff Center this Friday, Sept. 16, and Saturday, Sept. 17. First serve starts at 7 p.m. Go ‘Bows!

UH Wahine Volleyball ... << From 5

Sunday award presenters and tournament team - Marilyn Moniz-Kaho‘ohanohano, Washington: Crissy Jones, Courtney Schwan and Tia Scambray.

Hawai‘i: Emily Maglio and Nikki Taylor and David Carey.

Ed Case with Friday night Hukilau winners: Shawna Debusk and Bryson Naboa

David Carey with Thursday night Hukilau winners: Albert Rowland and Shawn Paragas

Team Friday - Back: Joey Fukuoka, Toni Icaranagl, Jolynn Nihipali, Jimmy Lagunero, Aitogi Totemese, Kyle Vidal, Eric Vidal and Ashley Cabradilla. Front: Debbie White, Kelli

Morihara, Lani Von, Jennifer Frias, Teagan Link and Thaila Lagunero

Team Sunday - Back: Kelsey Morihara, Devon Yamamoto and Kelli MoriharaFront: Courtney Miyashiro, Debbie Hendrawidjaja, Nadine Chun, Malia Espinda, Lauren

Yamamoto, Danette Lionetti, Kathy Hansberry and Debbie White

Company services celebrates Paddle 2 – caring for each other By Josh Haddadi

Company services celebrated Paddle 2 – caring for each other – with a fun event that got our hosts to visit Outrigger Reef Waikiki Beach Resort (ORF) and thank our extended ‘ohana firsthand, with a ‘Basket of Appreciation.’ We asked each company services department to pair up with a department at the Outrigger Reef Waikiki Beach Resort.

COMPANY SERVICES ORFHawaii Vacation Condos by Outrigger® (HVC) Administrative officeand HVC accounting

Corporate communicationsand global brand services Bell desk

Executive office, global distribution, OHANA, revenue, sales and marketing Housekeeping

Finance, investment services, retail and security Front desk

Human resources Maintenance

IT and operation services Food and beverage

Each basket held handmade flowers with the names of those in the company services department as well as a picture, individually or as a group. Also included was a brief statement about why that particular department appreciated the corresponding resort department. The pictures helped introduce and connect ourselves with our ORF ‘ohana.

In addition to the basket, we also used this as an opportunity to meet and greet the ORF team, as well as get a brief tour. Due to the overwhelming response we received from all departments, we had to create an additional tour, which the ORF team encouraged and accommodated with the hospitality we’ve come to know and value. This event also coincided with our Host Appreciation Week, so we embraced the opportunity to express our heartfelt appreciation for all the work that they do.

Paddle 2 >> 8

Executive office, global distribution, OHANA, revenue and sales and marketing

Bitsy shares aloha at IUCN By Kathy Foley

Hawai‘i warmly welcomed the IUCN (International Union for Conservation of Nature and Natural Resources) World

Conservation Congress 2016, Sept. 1-10. From the opening ceremony where ancient chants, prayers and hula celebrated our cultural history, delegates felt and fully embraced the “aloha spirit.” The 10-day gathering held once every four years and a U.S. first, included 9,000 dignitaries and conservationists from more than 190 countries. During the conference, President Obama traveled to Midway Atoll to mark the significance of his earlier announced plans to expand the Papahānaumokuākea Marine National Monument off the coast of Hawai‘i, creating the world’s largest marine protected area . The major focus of IUCN is global climate change and its impact on species and communities. It affects all of us but of particular importance to Outrigger is the effect on our oceans that surround our resort destinations. Among the most valuable ecosystems on Earth, coral reefs provide us with billions of dollars in economic and environmental services like food, protection for coasts and tourism. Simply said, no oceans, no tourism. Several IUCN initiatives were held to steer Hawai‘i on a voyage toward a sustainable future and as you would expect, Bitsy Kelley, vice president, corporation relations, was in the mix talking up OZONE, our global conservation initiative and action plan centered on protecting the health of coral reefs and oceans surrounding the iconic beach destinations of our resorts. From sharing the importance of partnering with government, private industry and conservation organizations worldwide to save our reefs to educating and engaging visitors through interactive learning and local community activities, Bitsy shared Outrigger’s efforts with passion and enthusiasm as a panelist and in interactions throughout the Congress. It is exciting to stand with the rest of the world and champion for ocean health and conservation education while demonstrating The Outrigger Way of which aloha is a huge part. IUCN raised awareness, not only in the important area of conservation and global climate change, but in all that Hawai‘i has to offer as a vacation destination. Delegates went home with a little bit of aloha and it’s our hope that they return for that again and again. A hui hou (until we meet again), IUCN.

Paddle 2 ... << From 7 Housekeepers ... << From 1

Hawaii Vacation Condos by Outrigger® and Hawaii Vacation Condos by Outrigger® accounting

Human resources

Finance, investment services, retail and security

Regular readers of Saturday Briefing are probably aware that I have a special place in my heart for the Housekeeping staff. My first job in the hospitality industry was washing and folding towels along with my sisters, Jean and Pat, in the housekeeping shed behind our parents’ Islander Hotel on Seaside Avenue in Waikīkī in 1947. Readers will probably also recall that during Housekeepers Week, I usually seek a metaphor to describe and capture the unique role that Housekeepers play in the success of our hotels. With the Olympic Games fresh in our memories, I’ve turned to athletics as a good way to portray the accomplishments of our gold-medal Housekeeping team. Last month, it was inspiring to see over 11,000 top athletes from 205 nations enter Maracanã Stadium in Rio de Janeiro for the opening Olympic ceremonies. In the days that followed, we were dazzled by astonishing displays of endurance, skill and grace.

To me, the most incredible performance was that of Michael Phelps, the 31-year-old American swimmer who, in his fifth Olympic games, won five golds and one silver. His win in the 200-meter butterfly made him the first

person to win individual swimming gold in Olympic games 12 years apart. That race also made him the oldest man to win individual swimming gold, breaking a 96-year-old record set by Hawaiian surfing legend Duke Kahanamoku who had just turned 30 when he won the 100-meter freestyle in Antwerp, Belgium, in 1920. But there is an even older record Phelps broke when he won individual gold in his fourth 200-meter medley. With this 13th individual Olympic title, Phelps smashed the previous all-time Olympic record – 12 individual wins – that legendary runner Leonidas of Rhodes set nearly 2,200 years ago in 152 BC!

Michael Phelps Mega-gold medalist

Housekeepers >> 9

Credit: Wikipedia

Housekeepers ... << From 8

Housekeepers >> 10

Yanira Romas, Crisfel Antonio, Filomena Mercado, Nora Valdez and Medicia Jose

Jie Ya Cheung, Mei Juan Chen, Su Lian Xu and Gina Maneja

Simeon Miranda, Xue Qun Guan, Ming Ying Wang, Jenny Hong, Feng Shi Yee and Jane Chen

Annie Catingub, Carlita Herring, Yuet Chun Liang, Dip Ying Leung, Wai Yin Ho, Jane Chen,

Un Ha Zheng and Yu Shin Ng

The qualities of Olympic champions like Phelps are strikingly similar to those I find in the members of the Outrigger Housekeeping teams. Let’s look at some of these attributes: DEDICATION AND STRONG WORK ETHIC. No less than Olympic athletes, Outrigger’s Housekeepers are dedicated, with a work ethic that drives them to accomplish their goals. An Olympian’s life is no walk in the park. They are constantly training, building their strength and honing their skills to perform flawlessly. If they let up, even for a minute, their competitors are ready to overtake them. That sounds a lot like the hotel business. The challenges are never-ending. You must constantly be on the alert and can never relax. Each day brings a new set of problems to be met and overcome. If we don’t keep up the pace, the competition is ready to sprint past us. The Housekeeping department is the core of any hotel, and just like Olympians, our Housekeepers can never rest on their laurels. They must be willing to work hard every day. It takes enormous strength and stamina to tackle up to 16 rooms a day and make them spic and span. WORLD-CLASS SKILLS. Olympians sharpen their skills to an astonishing degree, and so do our Housekeepers. If anyone doubts this, I challenge him or her to put on a Housekeeper’s uniform, organize a Housekeeping cart, go up to the floors, and make up rooms for an entire day. Unless you are in top shape, efficient and highly skilled, you will not get past lunch, let alone through a whole day. WILLINGNESS TO HELP OTHERS. Darryl Seibel, director of communications of the British Olympic Organization, once said, “For most Olympic and Paralympic athletes, giving back is a part of their DNA. They recognize the sacrifices that others have made to help them pursue and achieve their dreams, and many feel a strong desire to give back.” Michael Phelps used his $1 million Speedo bonus to establish the Michael Phelps Foundation, which, among many activities, is currently working with 28 Boys & Girls Clubs of America to promote healthy lifestyles in young people.


Missy Franklin and her parents, Dick and “D A” Franklin, live near Denver, Colorado. In fact, when she was a baby,

they lived next door to my wife Linda and me!

Housekeepers >> 11

Jose Derexes, Tinay Acidera, Laura Li, Simeon Miranda, Yuet Chun Liang, Carlita Herring, Nelia Navarro, Zenaida Cachola and Yu Shin Ng

Ofelia Valdez, Ping Ting Chen, Lian Fang Xian,Angela Wan, Leonida Lumantas, Nelia Navarro and Zenaida Cachola

Julieto Boniel, Laura Li, Pay Garcia, Nu Yang Wai and Kin Chan

Elena Ballan, Nenita Nerveza and Susan Young

Two-time Olympic Swimmer Missy Franklin, a 21-year-old student at the University of California, Berkeley, and still competing as an amateur athlete, generously donates her time to support many charitable organizations. I see those same qualities in our Housekeepers. They are always there to assist others, and at the annual Visitor Industry Charity Walk, I typically see hundreds of our Housekeepers leading the pack and walking the extra mile to help Hawai‘i’s charitable organizations. HONESTY AND INTEGRITY. We expect the highest honesty and integrity of a person in the spotlight like an Olympic athlete. Similarly, we hold Housekeepers to an equally high standard. Every day, guests at Outrigger and affiliated hotels leave their valuables and personal effects in their rooms, in the care of our Housekeepers. In my 69 years in the hotel business, I have hardly ever seen that trust violated. SENSE OF HUMOR. While Olympians are deadly serious during competition, they have a humorous side as well. Michael Phelps has shown remarkable relaxation and humor in interviews, deftly handling comments about the body-hugging Speedo suits swimmers wear these days, as well as jokes about his size-14 feet and double-jointed ankles. On TV’s Saturday Night Live, he did a hilarious spoof of the “Michael Phelps Diet” – 12,000 calories a day! Likewise, in numerous TV and personal appearances, Missy Franklin has shown

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Housekeepers ... << From 10 >> 14

Normalita Lorenzo, Dr. Chuck and Marities Tagala Anna Lau, Marites Tagala, Karen Villarmia and lilybeth Gabriel

Neil Murakami and Caraang Consolacion

Josephine Villar and Valeriana Domingo Karen Villarmia, Marylou Dela Cruz and Trina Tory Shao Fei Wang and Narita Fangon

Front: Eufemia Saoit, Normalita Lorenzo,Marivin Nastor, Nikkie (Hot Hula instructor),Marities Tagala, Nenita Nervza, Imelda Guillermo, Susan Young and Antonio Rubi.

Middle: Marylou Dela Cruz, Lilybeth Gabriel, Yoki Sasaki, Caraang Consolacion, Tereza Gapuzan, Valeriana Domingo, Josephine Villar,Narysa Valmoja, Michelle Salud, Jie Li Hung,Elena Ballan, Randy Oberes Jose, Herman Chiu,and Hyejee Song.

Back: Conrada Corpuz, Narita Fangon, Jesrell Malicay, Shao Fei Wang, Charile Mandia and Leilani Corpuz

exceptional poise and humor for a person her age. In 2012, she graciously took some ribbing about the colorful set of Olympic rings tattooed high on her right thigh as a symbol of international unity with other winners of Olympic medals. “AHH! All inked up. Can’t believe it! My one and only [tattoo]!” she tweeted, according to the New York Daily News. Laughter and humor are also abundant in the Outrigger and OHANA Housekeeping departments, which is one of the reasons I enjoy my visits there. Just as on the playing field, in the hotel business, things do not always go exactly as planned. Guest arrivals and departures can be unexpectedly early or late. Sometimes the laundry delivers stained towels (or does not deliver at all). Occasionally the plumbing stops up just before the end of a shift.

Whenever something like this happens, our Housekeepers, like true leaders, approach the situation with patience and a large dose of humor. They know that no one lasts long in the hotel industry without the ability to look at the bright and funny side of everything that comes their way. So when I think of Olympians and our Housekeepers, I see champions with remarkably similar characteristics. But when it comes to our Housekeepers, I don’t need a stopwatch or a team of judges holding up scorecards to know they’re winners. By any measure, the Housekeepers in Outrigger-branded and -affiliated hotels, condos and timeshares are always champions, and in my book they win gold medals every day of the year!


Steve Solberg delivering linenShaun Murphy surrounded by linen

Asst. director of property services, Mr. Nair changes

out pillowcases

Food and beverage director, Edwin Torres, gets into a groove

HR director, Shaun Murphy, GM Steve Solberg and property services director, Mohamed Jiffry, deliver linen to housekeeping closets

Talent development manager, Lea Panes, launders bathrobes

with a housekeeping host

Above: Guam Hotel & Restaurant Association International Housekeeping GALA celebration. Outrigger Guam Beach Resort’s “Most Valuable Housekeeper” recipients: Roberto Tanglao and Marlina Ragasa

Left: IT manager Michael Juco, purchasing manager Cano Cruz, Palm Café manager Bradley Murciano and executive chef wGene Soledad making up beds

Bingo and Waffles Day hosted by human resources and the executive office


Proclamation signing by Guam’s Lt. Governor Ray Tenorio to proclaim Sept. 11-17 as International Housekeeping Week.

Photo taken at Governor’s Office Cliffside,

The Housekeeping team “Chuukese Nation,” winners of the scavenger hunt

Housekeeping hosts enjoy ice cream and popsicles hosted by the front office and property services teams

Royal Sea Cliff Kona by Outrigger® housekeepers pose under a banner (hand carried from the Philippines) after a nutritious breakfast

Back: Carol Hanna, Soledad Urbanez, Myrna Elamparo, Bernaline Tangonan, Mary Jean Palafox, Daisy Oraa, Thelma Galigo, Maria Afaga,

Rosita Tolentino, Rodola Tangonan, Elizabeth Quero, Rowena Gaspar, Leeann Frias, Kasey Polido, Kehau Copp and Kani Copp. Front: Julie

Mangayayam, Magdalena Cuasito, Franklin Sabugo and Ronald Galiza.

Back: Elain Peng, Sophia Liu, Reymunda Domingo, Fiona Hong, Bei Yun Zhou, Bei Yun Zhou, Yan Qiao Gao and Robert McConnell. Front: Elna

Budiao, Lauren Li, Paz Rosal, Daisy Tong and Judy Lin.Back: Robert McConnell, Mark Moscoso, Erlinda Alonzo, Janelle Chong, In Nung Lau, Ju Ying Wang and Ivy Kwok. Front: Desiree Valdez, Yu Yan

Liu, Sai Zhuan Liang and Sarah Huang.


Back: Elain Peng, Carol Ly, McConnell, Ivy Kwok and Gloria DaoangFront: Myrna Pascual, Vivian Chen, Shao Ru Li and Li Qi Zheng

Back: Robert McConnell, Chong Ja Kim, Estrelita Sagadraca, Myrna Pascual, Mei Ying Huang and Shu Lian Lun. Front: Naomi Pae, Yu

Ling Li, Leung Kwon Leong and Lai Kam Kwan.

Back: Emely Tacbian, Barry Wallace, Espie Sumibicay, Lourdes Queen and RuthannYamanaka. Front: Jennifer Macadangdang,

Thelma Fernandez, Lilia Arca and Angie Padua Back: Lily Lee, Ruthann Yamanaka, Thelma Fernandez, Kaipo Ho,

Koon Lin Cheng, Dr. Chuck, Larisa Xu and Barry Wallace. Front: Hai Yan Hou, Joanna Huang, Li Xing Liang, Monica Wong,

Hanna Liang and Shao Huan Liu.

Back: Mercy Valdez, Nieves Libed, Leilani Adap, Erlinda Barredo, Dr. Chuck, Sonia Damaso, Lilia Arca, Thelma Fernandez and Angie Padua.

Front: Katherine Salvador, Nancy Bonilla, Mariflor Calimbas, Corazon Mendoza and Espie Sumibicay.

Back: Larisa Xu, Wan Mei Li, Qiao Hui He, Koon Lin Cheng and David Carey, Lily Lee, Feng Min Liang, King Fong Lau. Front: Wo Shun Kam,

Joanna Lee, Yue Ling Xu and Hanna Liang.

A MESSAGE FROM RICHARD R. KELLEY TO OUR...

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