2007 po‘okela chuck shishido receives excellence in...

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2007 Po‘okela Excellence in

Leadership AwardsBy Ruthann Yamanaka

People are the reason for the success of any business, and Outrigger is no exception. The Po‘okela Excellence in Leadership Awards are an opportunity to express heartfelt thanks and appreciation to management employees whose accomplishments in a particular year were simply extraordinary. On April 28, Outrigger honored 38 honorees and �39 nominees in the following categories for 2007:

vExcellence in demonstrating the Values of Ke ‘Ano Wa‘avExceptional Achievement by an individual vExceptional Achievement by a team

Individual business units submit nominations and the honorees are selected by Outrigger’s Executive Team. Nine employees, representing the eight values of Ke ‘Ano Wa‘a were honored with the Ke ‘Ano Wa‘a Leadership Award (two members of the ‘ohana were recognized for the value of Nā Mea Ho‘okipa); four individuals and three teams were honored with an Exceptional Achievement Award. Congratulations to the following nominees and honorees for their exemplary accomplishments in 2007! Following are excerpts from the nominations received for the honorees.

May 3, 2008

Continued on page 13

Continued on page 4 Dr. Richard Kelley presents Chuck Shishido with the 2007 Chairman’s Award

Chuck Shishido Receives Chairman’s Award

I was thrilled to join members of our ‘ohana and attend the Po‘okela Awards ceremonies. Here’s what I said as I presented the Chairman’s Award.

ALOHA! One of the parts of my job that I love best is to be with you while we celebrate excellence among Outrigger employees. My special treat each year is to be able to personally present the Chairman’s Award. That award is a great tradition at Outrigger. Over the years, the Chairman’s Award has been presented to a member of Outrigger’s senior executive team who has distinguished him- or herself through exceptional contributions to the success of our company.

Saturday Briefing

Saturday Briefing is published by and for the employees of Outrigger Enterprises Group.

Editor-In-Chief: Richard KelleySenior Editor: Marie Casciato Assistant Editor: Lehua Kala`iContributing Writers: Employees of Outrigger Enterprises Group

Visit us online at: www.outrigger.com/sb or www.ohanahotels.com/sbSubmit suggestions, comments, and news tidbits to Marie Casciato at

[email protected] or via interoffice mail to OEH/Executive Office, or contact her at (808) 92�-660�.

© 2008 Outrigger Hotels Hawaii An Equal Opportunity Employer

Our condolences to Laurie Hirata and her family on the passing of her father Richard T. Tamashiro on Saturday, April 26.

Chuck’s Steak House Undergoing

$1 Million Renovation By Barbara Campbell

Chuck’s Steak House at the Outrigger Waikiki on the Beach will temporarily close on May � for a $� million remodeling of the kitchen and dining areas. Most of the kitchen equipment will be replaced, and the dining and bar areas will be completely remodeled to a new look, comparable to the new Chuck’s Steak House at Ko‘olina. Owner and family member Scott Rolles has assured loyal customers that the new Chuck’s will keep its charm, high-quality food, and great service. Chuck’s Steak House first opened 40 years ago and has built a large local and international clientele. The restaurant will re-open in mid-June, with a fresh look and will continue serving up luscious steaks and seafood, along with its fabulous salad bar and its million-dollar view of Diamond Head.

Employment Opportunities

If you are interested in the positions listed below and meet the qualifications, please submit an in-house application obtained from your Supervisor or Human Resources. If you have any questions, please call Eric Ishikawa at (808) 92�-6989. Application deadline for the following positions is May 9, 2008.

Assistant Housekeeper (Full Time)

At least two years housekeeping management experience or hotel management experience preferred. Must be able to speak English and have good written and verbal communication skills. Knowledge of MS Word, Excel, and Outlook and the ability to type at least 45 wpm required. Must also be able to do basic mathematical functions and read and understand various correspondence, literature, and reports.

Bell Clerk (Full Time)

At least one year customer service experience required. Must have excellent communication skills and be flexible to work any shift and day.

Sales Secretary II-Contracts (Full Time)

Database management experience required. Must have experience manipulating database software to pull and create reports and spreadsheets. Knowledge of MS Word, Excel, and Filemaker Pro essential. Must be detailed- oriented, able to multitask, and have excellent communication and organizational skills.

Happy Birthday!May �9: Leota M. Ridl, Jared K. Eugenio, Sophia Z. Luo, and Jennillee J.D. McInnis.

May 20: Ashley A. Fujinaga, Teresita C. Deleon, Van E. Dorsey, Bernardino Ragasa, Alfredo Galiza, Carmelita P. Jadraque, Yong A.E. Kim, and Filomena R. Mercado.

May 2�: Siphrai Whitehead, Rodolfo Nogueira-Fao, Kathy M. Silva, Junli Lu, Zenaida A. Mangiduyos, Frances L. Benicta, and Rachel Compoz-Montoya.

May 22: Darryl Kym Chang, Yuk-Hoo Au, Le Ann Bucaneg, Heong Hoon Teo, Wendy S. Afuso, and Sara L. Johnson.

May 23: Charles Sumera, Benedicta B. Pascua, Frankie Bautista, Corazon R. Mendoza, Eleuteria A. Perez, Joleen U. Achong, Cecilia T. Ferrer, and Ryan C. Guillermo.

May 24: Wo Shun Kam, Alvina M. Leon, Katherine A. Hofmann, Ann Peng, Evangeline Dumbrique, and John Holloway.

May 25: Robert L. McConnell, Xiao Tzu-Lee Yeao, Marina C. Manzano, Mien Jamode, William C. Castro, Stephanie L. Miwa, and Min Hong Kang.

Saturday Briefing

Lifesaver ClubMahalo EEW (Every Eight Weeks) Lifesavers

By Dr. Chuck Kelley

New Arrival! Congratulations to Ariel Saladino/Maintenance, and his wife Ethel on the birth of their son Aizen Castillo Saladino on April �9 at �:30 a.m. Aizen weighed 7 lbs 3 ozs.

EEW donors Randall Iwamoto, Jerry Dolak, Lianne Bryant, and Marie Miyahira with Dr. Chuck Kelley

Aizen Castillo Saladino

On Tuesday, April �5, at the Employee of the Quarter event, we recognized and honored five members of our ‘ohana who are members of the EEW Club - those who donate blood Every Eight Weeks - the maximum you can donate in one year. Congratulations and mahalo to our 2007 EEW donors Randall Iwamoto, Jerry Dolak, Lianne Bryant, Michael Tomei, and Marie Miyahira! More than ever before, eligible donors are needed on a regular basis because the demand for blood has increased. The combination of more surgeries being performed than ever before and fewer and fewer eligible blood donors is straining our blood supply. If you are able to donate, we need your help. With this in mind, we hope to see you at our next Outrigger Blood Drive coming to the OHANA East on Wednesday, June �8! Everyone (employees, family, friends, local residents, and guests) is invited!

Moments of AlohaEmbassy Suites® - Waikiki Beach Walk®“I was one of the fortunate individuals selected as a grand prize winner in your Embassy Suites Snap Happy `06 Contest. My family and I took our free trip the week before Christmas and stayed at the Embassy Suites Waikiki in Honolulu. What a fantastic vacation! The rooms were wonderful, the staff delightful and accommodating, and the experience memorable beyond words. In my children’s opinion, the free breakfast was possibly the best part of the whole trip! From a mom’s perspective, that was a pretty sweet perk! I cannot tell you [Jim Holthouser, SVP Embassy Suites Hotels] how many times I’ve been asked to relate this story to friends and strangers alike. If your hope was to foster goodwill towards your brand, I can assure you that I have done my part to do just that. My friends continue to be astonished, not only to learn that people actually win these contests, but also by the generosity of your lucrative prize package. Knowing how much the rooms and airfare alone cost, we, too, are greatly overwhelmed by the gesture. We can’t say enough about what a wonderful opportunity this was for our family and how blessed we feel to have been chosen for it. Having once worked for a Fortune 500 company, I know that corporations do this sort of thing all the time; but that in no way diminishes our awe or our gratitude. Embassy Suites has made us life-long fans! Thank you so much for the wonderful vacation and luggage set.”Sharon & Michael DonnellyCarmel, IN

Saturday Briefing

2007 Po‘okela Excellence in Leadership AwardsContinued from page 1

Ke ‘Ano Wa‘a ValuesJane Inouye

Kīnā‘ole (Flawlessness)

Reuben NakagawaEquality (Kaulike)

Dr. Richard Kelley, Reuben Nakagawa, and David Carey

Dr. Richard Kelley, Jane Inouye, and David Carey

2007 was a year of much transition and a high volume of activity in Human Resources. Setting up the payroll system for any property is a tedious, detail-laden, and complex process that requires precision and meeting tight deadlines. Starting up one property is a challenge in itself. In 2007, the Payroll team, under Jane’s leadership, set up four properties under a service agreement—the two Airport Hotels, the Pacific Beach Hotel, and the Ala Moana Hotel. Each property had unique employment arrangements requiring specific technical provisions and labor-intensive research and preparation. Each conversion required extensive data transfer and parallel report generation to ensure smooth transitions. The property-specific system implementation processes often overlapped; in some cases, they were nearly simultaneous. At all times during each conversion, the Payroll team, led by Jane, displayed their characteristic “can do” spirit.

After �7 years with Outrigger, Reuben has seen hotels come and go and certainly knows each building very well. Reuben always tells it like it is. He is truthful, factual, accurate, and never candy-coats news. Reuben treats all managers and team members equally and with respect and dignity. For example, when Reuben opened the Embassy Suites® – Waikiki Beach Walk®, one thing he did that might not have been the most popular choice was to require his team rotate shifts. Reuben is in charge of this beautiful facility and plans to keep the property in top shape for the enjoyment of guests and employees. There is never a question in anyone’s mind that Reuben manages the Engineering department at the Embassy Suites® – Waikiki Beach Walk® hotel effectively and with respect for employees and guests.

Continued on page 5

Saturday Briefing


Ke ‘Ano Wa‘a ValuesGary Correia

A‘o (To Learn and To Share)

Ka‘ipo HoNā Mea Ho‘okipa (Hosts)

Dr. Richard Kelley, Ka‘ipo Ho, and David Carey

Dr. Richard Kelley, Gary Correia, and David Carey

2007 was a challenging year for the Outrigger Royal Sea Cliff in Kailua-Kona, and for Gary in his role as Assistant General Manager. Gary managed the rates and categories diligently throughout 2007. In addition, Gary almost single-handedly completed the entire Front Office renovation. He worked closely on the design plan and purchasing, and then was ‘hands-on’ when it came to painting and carpet-laying! Gary’s focus and first priority has always been the growth and development of the Front Desk staff. This is reflected in the fact that during the renovation, the friendliness and efficiency of the Front Desk received high Leisure Trends and RCI scores. He is quick to share his knowledge, skills, and support. Gary displays zest in his work, is clever and imaginative when confronted with obstacles, and continuously develops enduring professional relationships with the management team, the employees, and our guests.

Ka‘ipo is a caring professional whose major and very significant contribution in 2007 was to begin the re-celebration of the Ke ‘Ano Wa‘a process. In 2007, Ka‘ipo updated the New Hire Orientation so that the first encounter of our newest ‘ohana is an authentic “Outrigger Way” experience. Ka‘ipo’s work in Outrigger’s partnership with the Native Hawaiian Hospitality Association is being handled with his usual care and dignity. An outstanding example of his excellence in the value of Na Mea Ho‘okipa was showcased in the 2007 Annual Conference. Ka‘ipo integrated Ke ‘Ano Wa‘a into the Conference in meaningful ways. From designing the opening kukui nut lighting ceremony to creating the participant activity of stringing kukui nut lei and the kukui nut lei exchange—each event was crafted to communicate a specific message about Ke ‘Ano Wa‘a. The person-to-person nature of these activities exemplifies the place-host-guest model of Ho‘okipa.

Continued on page 6

Saturday Briefing


Ke ‘Ano Wa‘a ValuesDevin Ouchi

Nā Mea Ho‘okipa (Hosts)

LiLi Hallett‘Ohana (Family)

Dr. Richard Kelley, Devin Ouchi, and David Carey

Dr. Richard Kelley, LiLi Hallett, and David Carey

Devin’s leadership in guiding the Front Services team at the Outrigger Reef, especially during a time of major construction and renovation, was exemplary in 2007. He implemented the in-room check-in program, as well as a very successful Departure Call initiative for the Bell Clerks. Devin exemplifies “host” in many ways. On one occasion, he secured a wheelchair for a guest who became ill after a catamaran ride, wheeled the guest from the beach to the hotel, then delivered a small gift and a get well card to her room. On another occasion, he located an interpreter for a Japanese visitor who was in distress, having difficulty checking in at a neighboring hotel. He then escorted the guest to the Royal Hawaiian Shopping Center, where she received assistance. It did not matter that these were not guests of Outrigger. As a true ambassador of Hawaii, Devin exhibits the value of Nā Mea Ho‘okipa to all.

In 2007, LiLi spent hundreds of hours meeting one-on-one with employees affected by the ending of a management agreement to discuss their needs, concerns, and to provide personalized options for continued work opportunities. She took the time to care for each person as an individual, which often meant speaking to employees during all shifts (day and night) and on weekends. LiLi served as the leader of the HR transition team for several management agreements in 2007, and she began to oversee a new department within Human Resources, where she leads an enthusiastic team of HR professionals. Throughout these varied and challenging activities, LiLi’s heart and actions exemplified the best of the value of ‘ohana. Her effectiveness in informing, coaching, and providing choices and opportunities to employees is always done with heart.

Continued on page 7

Saturday Briefing


Ke ‘Ano Wa‘a Values

Ethan Chang Wahi (Place)

Marion BeverlyKuleana (Accountability)

Marion Beverly, Dr. Richard Kelley, and Kathy Sylvester

Dr. Richard Kelley, Ethan Chang, and David Carey

Ethan’s ability to connect with visitors has given him a “family tie” with many Outrigger Waikiki guests who come back every year and consider him part of their extended family. It’s Ethan’s sharing of his love for Hawaii and the Hawaiian culture they remember. In 2007, Ethan added new cultural activities, such as hula sessions, ‘ukulele lessons, and kukui nut bracelet-making. He even borrowed his wife’s love of scrapbooking and started a Hawaiian scrapbooking activity on property, which quickly became a huge hit. A major part of Ethan’s job is executing all event requirements for groups hosting corporate meetings and other functions. In this role, Ethan has incorporated a sense of place while exceeding sales goals and contributing to the company’s profitability. Ethan has instilled a sense of culture and a sense of place for visitors and employees alike.

In a steady progression of increasing responsibilities over her �0+ years with Outrigger, Marion was promoted to Contact Center and VIP Manager a little over a year ago. Her current responsibility is the service level of the Contact Center at our Worldwide Contact Center in Denver. She leads by example by setting the standard for accountability for the entire department. Through her thoroughness, careful planning, and comprehensive scheduling, the Center performed above expectation in 2007. In addition to her service level role, Marion has the responsibility of handling all VIP calls, ensuring that every interaction is done in the best definition of The Outrigger Way. Marion manages all of her responsibilities with exemplary accountability which is clearly evident in the results of her work and work performance.

Continued on page 8

Saturday Briefing


Ke ‘Ano Wa‘a ValuesRobert Uchida

Aloha

2007 Exceptional Achievement Awards

Robert FinanSenior Project Manager

Dr. Richard Kelley, Robert Finan, and David Carey

Dr. Richard Kelley, Robert Uchida, and David Carey

Robert leads the team of Bellmen at the Outrigger Waikiki (OWK) who consistently receives raves on both guest comment cards and trip advisor reviews. The Bellmen and the valets at the OWK consistently receive top honors from guests, in addition to receiving outstanding LTG scores for the Bell staff in 2007. The positive morale in the department is owed to Robert’s leadership by example. We all know when employees are happy, their attitude and positive work ethic shows in the services they provide to our guests. Robert has a huge task keeping things in order at the front of the hotel. Yet, he never hesitates when asked to run errands for last minute events or guests needs, and also finds time to volunteer in the community for a wide range of activities. He truly displays the spirit and value of aloha that lives on at Outrigger and in Hawaii.

Bob has overseen many projects during his years at Outrigger, and in 2007, completed a major phase of renovations at the Outrigger Reef. He spent countless hours coordinating and adjusting the renovation schedule again… and again… and again. He encountered many unexpected situations, which he handled with his usual cool style, ultimately completing the renovations of the Ocean Tower within budget and on schedule. As if the intricacies of a major renovation project and its multitudinous change orders were not enough to keep him busy, at the same time, Bob was also training two new Project Managers. And, although Bob was very busy, he is considered Outrigger’s expert in many construction areas, and he always graciously made time to alleviate concerns the other properties had, while juggling his many responsibilities.

Continued on page 9

Saturday Briefing

Charlotte SteeleReservations Manager



Kathy SylvesterDirector of Human Resources & Learning

Marion Beverly, Dr. Richard Kelley, and Kathy Sylvester

2007 began after a major political coup in Fiji, which required Charlotte and her Reservations team at the Outrigger on the Lagoon - Fiji to manage many varied scenarios such as guests wanting to know about safety issues; consulates and embassies wanting to send their nationals home; and heavy cancellation of bookings. Charlotte worked tirelessly rebuilding our business. Her commitment is well known to many of our business partners and the many repeat clients who regularly go directly to her to rebook their holidays. Bula Spirit is a term often used when people speak of Charlotte. She has a passion for the tourism industry in Fiji and a commitment to excellence. Charlotte’s friendly and positive nature, her participation in community projects and activities, and her belief in the Outrigger Way set a shining example for all employees.

In 2007, Kathy engineered a work-from-home program for Outrigger’s Worldwide Contact Center in Denver that has captured the imagination of many other companies in Denver. In preparing for the program implementation, she evaluated other existing work-from-home programs and found that most of those programs were for salaried professional employees and that she would, therefore, need to fine-tune the program for Denver. The Contact Center now has 65 percent of its workforce working from home. Kathy coordinated the requirements to make the program successful—from technology to setting expectations, to maintaining open communication with the workforce. Kathy continues to evolve the program into an employee-friendly and effective HomeShoring program that has contributed greatly to the efficiency and effectiveness of the Contact Center.


Dr. Richard Kelley, Charlotte Steele, and David Carey

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Marianne TheskenOperations Administrator



2007 Exceptional Achievement Awards TeamsThe OHANA Revenue Management Team

Lynelle Akana, Jennifer Frias, Julianne Nguyen, Jolynn Nihipali

Dr. Richard Kelley, Lynelle Akana, Jolynn Nihipali, Julianne Nguyen, Jennifer Frias, and David Carey

Dr. Richard Kelley, Marianne Thesken, and David Carey

Marianne is the central organizer of property events and key administration tasks at the Outrigger Kiahuna Plantation Resort. She cheerfully and methodically ensures that management deadlines, owner meetings, and staff events are completed successfully and in a timely manner. Additionally, she creates and distributes the monthly rental newsletter and oversees the Human Resources functions at the property. In her day-to-day interaction with employees, managers, homeowners, guests, and vendors, she is always polite and professional and gives each person her undivided attention. Though her job often puts her in the middle of the storm, she remains the center of calm and focus. Marianne is the “go to” person at Outrigger Kiahuna Plantation Resort and consistently performs her job with pride and professionalism.

The Revenue Management function has become more challenging than ever for the properties. The team seriously focused on their goals and did so with flexibility, consistency, awareness, and lots of teamwork. As a team, the OHANA Revenue Management staff worked closely with the properties, Sales, Accounts Services, Denver Reservations, travel agents, wholesalers, and even guests. What makes the OHANA Revenue Management department unique is the fact that they are able to strategize for OHANA properties as one. They work with several General Managers who have different expectations and goals. The team is also responsible for guest relocations -- making sure that travel agents and wholesalers, as well as guests themselves, are well-informed of any necessary relocation to be done. The team orchestrated all of this in 2007 within the brand and with few complaints from guests and operations staff.


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2007 Exceptional Achievement Awards TeamsThe Pacific Beach Hotel Transition Team

Bill Comstock, Eric Daley, Shari Fujita, Glenn Goo, LiLi Hallett, Ann Harada, Karen Hiraoka, Laurie Hirata, Jane Inouye, Patricia Ka‘ahanui, Shay Lam,

Fran Patoskie, Joel Pearlman, and Brian Takenaka

Standing: Dr. Kelley, LiLi Hallett, Patricia Ka‘ahanui, Eric Daley, Karen Hiraoka, Glenn Goo, Joel Pearlman, David Carey, and Bill ComstockSitting: Laurie Hirata, Ann Harada, Fran Patoskie, Jane Inouye, and Shari Fujita

Not pictured: Shay Lam and Brian Takenaka

PBH Management LLC, an affiliated Outrigger company, assumed day-to-day operations of the 837-room Pacific Beach Hotel on January �, 2007. A transition team was assembled, and the work began! Transitioning any property is a challenge. In this case, the size of the property and the tight timeframes required for completion created even greater challenges, which the team met and exceeded with superb results! The multitude of tasks included establishing new policies and procedures, installing different technology, establishing sound working relationships

with employees, and implementing employee benefits and services. Then the announcement came that another entity would assume management of the property, effective December �, 2007. The team took a deep breath and began to deconstruct all they had worked so effectively to install over the past months. With the same commitment to quality, professionalism, and sensitivity to employees and guests, the team completed their tasks in an exceptional way. At all times, the team worked together, with determination, with care, and with aloha.





The Human Resource Service Center (HRSC) TeamMonica Fo, Marilyn Honda, Jane Inouye, Sandy Kaleohano,

Mercedes Lanza, Lauren Reis, and Joy Wong

Dr. Richard Kelley, Sandy Kaleohano, Joy Wong, Marilyn Honda, Lauren Reis, Mercedes Lanza, Monica Fo, Jane Inouye, and David Carey

2007 was an incredible year for Human Resources. There was turnover within the department, while the company itself was experiencing tremendous change. Projects ranged from adding and transitioning new properties, to converting the pension plan and enhancing a major health benefit, to managing a major glitch in the Upward Appraisal process. Throughout these projects and more, the HRSC team rose graciously to every challenge. Monica and

Jane willingly took on new leadership roles; Mercedes and Lauren focused on the front-end handling of benefits and HR administration, while the veteran Payroll professionals, Joy, Marilyn, and Sandy worked tirelessly to accomplish the goals that were set for them. Together, the Human Resource Service Center made things happen in 2007 in the face of many challenges. They accomplished much, with fewer resources and with true teamwork.




Special congratulations to our outstanding nominees for the Ke ‘Ano Wa‘a Leadership Awards and Exceptional Achievement Awards. Your dedication and achievements in 2007 are valued and appreciated!

Diony Agliam, Lorna Agtarap-Benigno, Lois Ajimine, Florida Antonio, Carolyn Aquino, Yuet Oy Au, Sun Bee, Danette Bolosan, Mandie Burson, Mark Burson, Cindy Castillo, Amante Castro, Ethan Chang, Terri-Ann Chew, Amy Chock, Mandy Cruz, Gerardo Daez, Gloria Daoang, Reymundo Deperalta, Jerry Dolak, Robert Dutcher,

Nurhan Enustun, Rudy Fao, Brian Fong, Noel Gamiao, Divina Garcia, Tinorua Geronimo, Luke Hamada, Jim Heather, Napua Ho, Robert Ishihara, Carol Kahili, Milton Kami, Ray Kanemori, Donna King, Myra Kuboyama, Ivy Kwok, Barbara Lam, Suzanne Lee, Stanley Louis-Charles, Dennis Maher, Luana Maitland, Primie Marzan, Robert McConnell, Kimo Miguel, Randall Morisako, Alan Naito, Reuben Nakagawa, Reyn Nakamasu, Dan Nakasone, Janice Ng, David Nishi, JoAnn Okawa, Abbi Olson, Joel Ono, Puna Ortega, Lori Ortiz, Gene Otsu, Devin Ouchi, Kathy Oyadomari, Imi Peterson, Gina Reeves, Meali’i Richardson, Sandra Sakka, Bruce Schneider, Benjamin Semana, Teresa Shepherd, Janice Shizumura, So’otaga Tana, Colleen Tanioka, Michael Tomei, Denise Torres, Joy Uchida, Shawn Usami, Mercy Valdez, Joselyn Valenzuela, Rey Valencia, Glenn Vergara, Mildred Vicerra, Eddie Vierra, Pam Yagi, Renato Yanit, and Bob Yeoman.

Chuck Shishido Receives Chairman’s AwardContinued from page 1

2007 Chairman’s Award recipient Chuck ShishidoContinued on page 14

The list of previous winners includes some of the finest people I have known in my life. Every one of them has been an individual whose actions and results exemplify The Outrigger Way. This year’s recipient is no exception. Let me give you some hints about who it is. He is a 35-year veteran of our company who started as a Houseman about the same time I was just turning 40 years old, and we were completing the OHANA East Hotel. Since that time, there have been a lot of changes. My hairline has, shall we say, migrated. Our company has gone from a Waikiki-only operator to a multinational hospitality icon. And, our honoree has grown immensely. He has gone from Houseman to Desk Clerk, to Assistant Manager to General Manager and is currently Vice President. By now, you probably know who I am talking about, so I’d like to call him to the stage. Ladies and Gentlemen, may I present the winner of the Chairman’s Award for 2007: The Vice President of OHANA Hotels, Mr. Chuck Shishido. Chuck is a professional who lives The Outrigger Way every day. Under his leadership, the OHANA brand has established itself in a short period of time as a viable, high-performing and unique brand that delights our guests. The brand was launched in December �999 and today, delivers attractive, value-priced accommodations for over one million visitors to our Islands each year. As the brand has steadily moved its market position from budget to mid-price, Chuck and his team have upgraded the OHANA experience in many ways. Last year, OHANA


Chuck Shishido Receives Chairman’s AwardContinued from page 13

Chairman’s Award recipient Chuck Shishido is congratulated by Tom Wakita and Beverly Fidel

Chairman’s Award Past Recipients

Fran KirkTom BurkeBill Sthay

Michael DevichJoe Durocher

Perry SorensonMel Wilinsky

Mel KaneshigeBarry WallaceDorsey BradyAlan White

Barbara Campbell

launched its “New OHANA” campaign, which featured an additional package of complimentary amenities for guests, the most popular of which are free Waikiki Trolley rides, accessible just by showing your OHANA hotel room card to the driver. No other hotel in Waikiki offers this amenity, and given the numbers that ride the trolley each month, it’s clear that our OHANA hotel guests thoroughly enjoy this benefit. Launching this campaign was a team effort. True to Chuck’s style, he involved employees from all parts of the hotel, Sales and Marketing, Human Resources, and administration teams to brainstorm, fine-tune, and then effectively introduce this highly-successful campaign. Here’s another example of Chuck’s leadership. In October 2006, Chuck was asked to serve as the team leader after HTH Corporation announced it had selected an affiliate of Outrigger Enterprises Group to manage its 837-room flagship Pacific Beach Hotel, effective January �, 2007. Chuck assembled a team and began the formidable task of preparing for the transition with a short, two-month timeframe. The tasks included installing updated information systems and technology, establishing new procedures and policies, establishing positive working relationships with employees, and supporting the negotiating team during difficult labor contract negotiations. In August 2007, when, for circumstances beyond our control, HTH decided it would resume management of the hotel effective December �, Chuck continued to lead the transition team—this time unwinding all they had so carefully worked to implement. Their goal was to exit professionally and respectfully, in a way that was as little disruptive to the operations and employees as possible. Accomplishing this challenging task took teamwork, patience, perseverance, attention to detail, and excellent follow-through, all of which Chuck performed with his usual competence and grace.

Chuck’s loyalty to Outrigger is an inspiration. He was first introduced to Outrigger by his mother, who served our company capably and well for almost 20 years as a Housekeeper. Chuck joined our ‘ohana in December �972, working part time, while attending the University of Hawaii. Taking advantage of opportunities provided him, he steadily increased his responsibilities, from Front Desk Clerk to Assistant Hotel Manager, Hotel Manager, Group Hotel Manager, General Manager at Outrigger Waikiki, and Director of Operations. He was promoted to Vice President, OHANA Hotels, in 2003. Chuck is known for his quiet effectiveness and humility. He always puts his team before himself. He has a way of bringing out the best in his co-workers. A consummate coach and mentor, Chuck has led many employees up the responsibility ladder to management positions throughout Outrigger’s operations. In fact, every one of our Waikiki hotels is staffed with graduates of “CTIM,” otherwise known as the Chuck Shishido School of Travel Industry Management. Chuck truly cares about our ‘ohana and encourages growth by providing opportunity, counsel, and most admirably, by his example. I am extremely proud of Chuck and absolutely delighted to select him as the Chairman’s Award honoree for 2007.

2007 po‘okela chuck shishido receives excellence in...

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