Outrigger Value of the Week Kīnā ole, (Flawlessness) Taxing Tourism Hurts Everybody Don t Raise the TAT. April 18, 2009

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1 April 18, 2009 Outrigger Value of the Week Kīnā ole, (Flawlessness) By Barry Wallace This is the first in a series of eight articles written by Outrigger s executives in support of our Value of the Week program. Every other week one of our company s executives will introduce the value of the week and share what that value means to them. This week s author Barry Wallace is Outrigger s Executive Vice President of Hospitality Services, and this week s Value of the Week is: Kīnā ole (Flawlessness) We do the right thing, in the right way, at the right time, in the right place, to the right person, for the right reasons, with the right feeling, the first time. - Ka ipo Ho Ke Ano Wa a is the eight values that define The Outrigger Way. These values guide us in daily management and execution of our jobs; they are what distinguish us from the other guys, from all the other hospitality companies in the industry. This week, let s give some consideration to the first value of Ke Ano Wa a, the value of Kīnā ole, which translates into Flawlessness. This might be a good point at which to say that Ke Ano Wa a, in general, and Kīnā ole, in particular, are aspirational goals. They are what we want to be, what we strive to be every day, and what, I am happy to say, we often achieve. One reason we are so open about our values is that we want to create discussion around issues or situations that seem at odds with our values or where values come into conflict. In this way, we learn how to be better at what we do. Managers are all trained to react to the unexpected; this, is what we do on a daily basis, it is the background music of a managers life. We always try to respond with excellence, with Kīnā ole, but if something has already happened, we have lost an opportunity. Exercising Kīnā ole requires planning. In my role at Outrigger, I have three major constituents. These are our employees, our guests, and our owners. Kīnā ole requires thinking about these constituents and anticipating Continued on page 9 Taxing Tourism Hurts Everybody Don t Raise the TAT As the current legislative session rapidly approaches its end, the Legislature and Governor Linda Lingle are battling over how to close the anticipated $1.8 billion gap between government expenditures and tax revenues. Unfortunately, the Legislature views raising the Transient Accommodations Tax (TAT or hotel room tax ) as part of the solution to the budget problem. That would be a mistake perhaps disastrous for the state and its No. 1 industry. Let s take a closer look. Last week, when I addressed the Island Business Opportunities conference, I pointed out to our friends from U.S.-affiliated island groups in the Pacific and Caribbean how important Travel & Tourism is for economic growth and job opportunity. This is particularly true for island economies located miles from sources of energy and manufacturing centers because it is visitors who bring in the money we need to pay for all the products and services we cannot produce ourselves and must, therefore, import that is, most of the things we buy every day. I described the enormous impact of Travel & Tourism in Hawaii. As economist Leroy Laney points out in his latest research report, Travel & Tourism is related to some 40 percent of the state s Gross Domestic Product (GDP) and up to 75 percent of all jobs. Based on the more than six decades I ve been in this business, I also gave the attendees several suggestions, do s and don ts, for developing their visitor industry and keeping it healthy. My most important Continued point on page was 10 Don t Page

2 Employment Opportunities If you are interested in the positions listed below and meet the qualifications, you may apply online. Please go to click on ABOUT OUTRIGGER, then EMPLOYMENT OPPORTUNITIES. We only accept online applications for the open listed positions from internal candidates. If you have any questions, please call LiLi Hallett at (808) Application deadline for the following positions is April 24, Guest Services Manager (Full-Time) A minimum of two years supervisory experience in a hotel guest service environment required. Must be highly-organized, computer proficient, and possess excellent written and verbal communication skills. Must also be able to work any shift and day. Reservations Agent (Full Time) Must have at least two years of reservations operations experience, preferably in the hospitality industry. Must be proficient in computer reservation systems and able to type 45 wpm. Must also be a team player who works well with others and has excellent communication and interpersonal skills. The ability to work flexible days and shifts is required. Guest Services Representative (Full Time) Must have at least one year customer service and cashiering experience, preferably in the hospitality industry. Must have computer experience and type 30 wpm. Must also be a team player with excellent communication skills and flexibility to work any shift and day. Housekeeper (Full Time) Must be able work well with others and be able to follow instructions and communicate in English. Must also be able to work flexible days and shifts. Experience in cleaning and servicing guest rooms and/or public areas preferred. General Maintenance (Full Time) Must have two years experience with interior and exterior maintenance, including the demonstrated ability to install, repair, service, inspect, and maintain FF&E facilities. Must also have experience with heating, cooling, plumbing, ventilation, water, electrical, and mechanical systems and be flexible to work any shift. May 6: Maria L. Slade, Monica D. Padunan, Devon M. Nojiri, Sandra Sakka, and Jonathan V. Clarin. May 7: Richie M. Palafox, Teri P. Orton, and Cheuk Tim Lam. May 8: Steve T. Hasegawa, Estrelita V. Collo, and Victoria L. Valenciano. May 9: Fe S. Responso, Ancieto Macadangdang Andres, Chong- Ja Kim, Hokulani G. Abordo, Joanne M. Manaseri, Guofeng Chen, Cynthia Cecilia Kagami, Margaret A. Clodfelter, and Rosario D. Transfiguracion. Happy Birthday! May 10: Marion A. Beverly, Helen G. Gazmen, Wilson A. Asidera, Karli H. Anbe, Lourdes B. Baldonado, Harris T. Nishikawa, Jieya Y. Cheung, Kaipo T. Ching, and Dolores V. Ragudo. May 11: Susan H. Taraya, Lita M. Culver, Fran M. Patoskie, Yvette N. Ahuna, and Eriko Tsuchida. May 12: Brudillo Calape, Gliceria D. Medrano, and Celestina V. Lazo. Political Fundraisers By OHH PAC Committee If you are interested in obtaining information regarding Hawaii politics, please call the OHH PAC Hotline at and leave a message on the recorder. April 20, 2009 Representative Roland Sagum District 16 Niihau, Lehua, Koloa, and Waimea 5:30 p.m. 7:30 p.m. Aloha Tower Marketplace is published by and for employees of Outrigger Enterprises Group. Editor-In-Chief: Richard Kelley Senior Editor: Marie Casciato Assistant Editor: Pila Hanson Contributing Writers: Employees of Outrigger Enterprises Group Visit us online at: Submit suggestions, comments, and news tidbits to Marie Casciato at marie.casciato@outrigger.com or via interoffice mail to OEH/Executive Office, or contact her at (808) Outrigger Hotels Hawaii An Equal Opportunity Employer Page 2

3 Outrigger on the Lagoon - Fiji Staff Get Together By Una Murray The Outrigger on the Lagoon - Fiji (FOR) vuvale (family) gathered together in the Conference Centre Reef 1 and Reef to honor their outstanding employees. General Manager Darren Shaw introduced the newest members of the FOR vuvale and thanked everyone for their incredible dedication, hard work, and their commitment to the ongoing Bula Spirit Community Project. During the event, members of the vuvale enjoyed cake in honor of those members who celebrated their birthdays in March, then outstanding employees and teams were recognized and congratulated. Ravinesh Sharma Back of House Employee of the Month Joseph Tuwe Front of House Employee of the Month Ilison Veibose Manager of the Month Sales Team 2009 First Quarter Well-Groomed Team Activities Team 2008 Team of the Year Activities Team 2009 First Quarter Team Joseph Tuwe Ilison Veibose accepts his certificate from Andrew Gee Kini Sarai and Wayne Robinson accept the Activities Team trophy from Jacob Pau u and Darren Shaw Ravinesh Sharma receives his certificate from Andrew Gee Lusia Veibose, Litea Daunibau, Robert Hazelman,Timoci, Josefa Nagata, and Tarisi Nailiko Page 3

4 Spring was in the Air at the Outrigger Kiahuna Plantation By Marianne Thesken The first Outrigger Kiahuna Plantation Employee Easter Basket Contest and Silent Auction took place on Good Friday. Each department created an Easter basket representative of their team. The Grounds department s basket was full of gardening goodies, the Front Desk s basket contained Outrigger logo items, and the Accounting department s basket overflowed with office supplies. The Housekeeping department basket s had an international theme and was full of fresh island fruit and cascaron (dough balls) to name a few of the treats. Many individuals entered baskets as well. There were plenty of baskets to please babies, keiki, crafters, puzzle lovers, and even desperate housewives. The Security department took First Place in the team division, with a basket woven by Lead Security Officer Fernando Constantino and filled with survival items like a first aid kit and flashlight. Dianne Newman from the Homeowner Liaison Continued on page 5 The Housekeeping department s basket had an international theme Ceto Andres, Donna King, and Gino Jarquio Page 4 The Maintenance Team s basket received the highest bid during the auction Richard Arruda, Clarence Aki, Lance Koerte, Keith Hardy, Caeser Duarte, and Darren Alcos

5 office won the top prize in the individual division with her creative butterfly basket full of treats. With all the baskets displayed in the lobby, the silent auction began. Guests and employees bid on the baskets and the competition was fierce. The Spring was in the Air at the Outrigger Kiahuna Plantation Continued from page 4 Marianne Thesken s daughter Leanna with the Easter Bunny Building Maintenance Basket was the largest basket full of island delicacies and wrapped in a Maile lei brought in $140. Overall, the employees raised $874 for the Visitor Industry Charity Walk. On Easter Sunday, following a beautiful sunrise service, the Easter Bunny stopped at the Housekeeping department to wish the team a Happy Easter. Later, he hopped over to the great lawn and hid thousands of eggs for the Easter Egg Hunt, including several golden eggs the children had a great time searching for the eggs. Homeowners, guests, and employees joined in the celebration and had the opportunity to have their photograph taken with the Easter Bunny. Mahalo to Gana Maheshwaran and Bevin Parker-Evans for organizing the Easter Egg Hunt and to all the employees who helped make the event a success. Bevin Parker-Evans s son Mitchell Nida Constantino, Pam Andrade, Yve Aceret, and Momi Livinston (front) Dianne Newman s basket took top prize in the individual division Editha Udarbe, Julia Tambio, Mila Niau, Fida Pagdilao, Yoly Ingeniro, Vangie Fernandez, Antonia Langundino, Agnes Ramiro, Mylyn Dela Cruz, Thelma Ramos, Liza Ramos, and Reynold Pascua with the Easter Bunny Page 5

6 Outrigger s Heart & Sole Walking Program is Off to a Great Start! By Ka ipo Ho Our Outrigger ohana will jump at any opportunity to get together, and that was exactly the case with the successful launch of our Outrigger Heart & Sole Walking Program in Waikiki. Windy Seguancia and Jojelyn Cabulera It has always been Outrigger s mission to care for its employees, and this year we added a new event to our collection of health and wellness programs with the kick-off of our employee walking program. The program was created to get us up, active, and exercising, especially those of us who have sedentary jobs and are behind desks for a good part of the day. There have been two company-sponsored walking events, and turnout has far-exceeded our expectations! On our first walk on April 7 from the OHANA Waikiki East, about twenty walkers joined us for a minute, mid-day jaunt along Kuhio Avenue, down Kapahulu Avenue, walking Ewa along the beachside of Kalakaua Avenue and turning inland along Kaiulani Avenue, to return to the OHANA Waikiki East. Part of our group was so energized they extended their route through the International Marketplace. This walk was more than one mile, and perfect for beginners. Our second event was from the Outrigger Reef on the Beach on April 9, and nearly 30 employees joined us for a scenic after-work walk that was nearly two-miles long. This trek took us along the beachfront of Fort DeRussy, around the Hilton Hawaiian Village lagoon, up along Ala Moana Boulevard to Kalakaua Avenue, and back down Lewers Street past Waikiki Beach Walk to the Outrigger Reef. Several Housekeepers joined us after spending eight hours cleaning guests rooms and they still had enough energy to go another two miles! If you would like to join in the fun and meet other Outrigger ohana, there are still two upcoming Waikiki walks scheduled for April. Wednesday, April 22 From the OHANA Waikiki East 5 p.m. Tuesday, April 28 From the Wyland Waikiki 7 a.m. Please contact the Human Resources department at for more information and to register for one or both walks. Next month, our Heart & Sole group will join the six-mile long Annual Visitor Industry Charity Walk (See 2009 Visitor Industry Charity Walk article on page 8). If you are joining the Charity Walk for the first time, start preparing now, and join our the Heart & Sole Walking Program! Stay tuned for announcements on additional weekly walks through Waikiki. Continued on page 7 Page 6 Windy Seguancia, Jojelyn Cabulera, Peggy Chasteen, Joey Fukuoka, Dr. Chuck Kelley, Pila Hanson, Michelle Paiaina-Makua, and Char Luning at one of the historical stops along the Heart & Sole walking route

7 Outrigger s Heart & Sole Walking Program Continued from page 6 Outrigger s energetic Housekeepers join the Heart & Sole walk from the Outrigger Reef Front row: King Fong Lau and Jenny Bao Hong Middle row: Jo-Ann Yonamine, Mei Juan Wu, Sophia Luo, Cecilia Yip, Yuet Chun Liang, Un Ha Zheng, Nian Mei Cai, and Mercedes Lanza Back row: Lauren Chow, Ka ipo Ho, Yu Shin Ng, and Dr. Chuck Kelley New, Used, or Unwanted Hawaiian CDs Needed for Hawaii Book & Music Festival! By Kathy Hansberry Do you have any unwanted Hawaiian CDs lying around? Have you downloaded all your favorite songs onto your ipod or itunes and now don t know what to do with your CDs? Why not donate them to our Hawaiian CD Swap Drive? On Saturday and Sunday, May 16 and 17, 2009, Outrigger will introduce Hawaiian CD Swap, a new added feature at this year s Hawaii Book & Music Festival. Attendees will be able to bring their unwanted new or gently used Hawaiiana music CDs to the Outrigger booth and swap it for one from our collection. Now in its fourth year, the Hawaii Book & Music Festival (HBMF) promotes literacy, celebrates books, reading, and music, while showcasing a wide range of local, national, and international authors, musicians, and storytellers. Presented by Bank of Hawaii, in association with the City & County of Honolulu, this fun-filled literary and music event benefits Hawaii Literacy and Read To Me International. This two-day festival will be held at the Frank F. Fasi Civic Grounds of Honolulu Hale (City Hall) in historic Downtown Honolulu from 10 a.m. to 8 p.m. Admission and parking to the event are FREE. Participation is voluntary. If you wish to participate, please drop off or inter-office any unwanted Hawaiian CDs to the Marketing department/oeh/fifth floor by Monday, May 11, Mahalo for your support! Page 7

8 I am pleased to join Human Resources in welcoming Patsy Narimatsu back to the Outrigger ohana. As the newly-appointed Director of Sales & Marketing for the Outrigger Beachfront Properties, Patsy s responsibilities will include working with the Sales & Marketing team, and positioning our Beachfront properties to maintain and gain Patsy Narimatsu market share within our competitive set. Her key focus will be to successfully build on the Outrigger Reef on the Beach s (ORF) launch plan and increase sales there, as well as position the ORF at the forefront of the Hawaii market. Page 8 Patsy Narimatsu Rejoins the Outrigger Ohana By Kimberly Agas Patsy comes to Outrigger from the Hilton Waikiki Prince Kuhio, where she was the Director of Sales & Marketing and responsible for the overall sales and marketing efforts for the 601-room hotel and for 17,000 square feet of meeting space. Many of you may remember Pasty, as she held the same position when the Prince Kuhio was an Outrigger. Patsy is currently the First Vice President of the Hospitality Sales & Marketing Association, a board member for the Travel Women of Hawaii, and a member of the American Business Women s Association, the National Business Travel Association, and the Travel and Tourism Research Association. Patsy is married to Deems Narimatsu, who is Senior Vice President at Roberts Hawaii. Together they have three children, Michelle, Michael, and Taylor, and are expecting their first grandchild in October! Pasty is highly-respected in the hospitality industry and has built strong relationships with travel partners and guests. We look forward to having her once again be part of the Outrigger team Visitor Industry Charity Walk By The Charity Walk Committee This year s Charity Walk t-shirt uses the Heart & Sole logo, along with our Outrigger Enterprises Group logo By now, Outrigger ohana members in Hawaii should have been contacted by their department recruiters about participating in this year s Visitor Industry Charity Walk on Saturday, May 16. This statewide event occurs simultaneously on Oahu, Maui, The Big Island, and Kauai and is the only walk in the entire state where you can actually gain weight! Enjoy great food, fun with family, friends and co-workers, AND raise money for Hawaii s charities. What better way to spend a Saturday morning! Start time for the Oahu walk is 7 a.m. at Ala Moana Beach Park by McCoy Pavilion. The walk continues on a six-mile tour through Waikiki, up Kapahulu Avenue, and along the Ala Wai Canal, down Lewers Street through Waikiki Beach Walk, and ending back at Ala Moana Beach Park. The 16 checkpoints along the route are sponsored by hotels and affiliated members and will offer a variety of food, beverages, and entertainment. At the end of the walk, participants will be treated to a plate lunch and entertainment by IMUA, Pineapple Squeeze, and Honorary Chairpersons Lina Girl & Pipi from KCCN FM100. There will also be great door prizes! As mentioned in the previous article, Outrigger has chosen to integrate Charity Walk with Outrigger s Heart & Sole walking program (see Outrigger s Heart & Sole Walking Program is Off to a Great Start! article on page 6). The Heart & Sole program was created to help our Outrigger ohana increase their daily physical activity and exercise through walking, and to have fun doing it! The program is fashioned after the American Heart Association s 10,000 steps a day benchmark, and Charity Walk is a great way to participate! As you can see, this year s Charity Walk t-shirt uses the Heart & Sole logo, along with our Outrigger Enterprises Group logo. In order to guarantee your shirt size, you need to submit your Charity Walk walker form to your recruiter before April 20! So invite your family and friends to join you and your coworkers for a morning of fun, food, fabulous entertainment, and a little exercise to do a little good for yourself and others.

9 Taxing Tourism Hurts Everybody Don t Raise the TAT Continued from page 1 Discriminatorily Tax Visitors. Visitors are happy to pay local taxes like everyone else, but when it is clear that they are being singled out and soaked with hotel taxes, car rental taxes, airport fees, visitor attraction fees, etc. it is a big turn-off. Politicians think they can get away with it because visitors don t vote. But they do. Not at the ballot box, but with their pocketbooks. And they let the whole world know, flashing information about rip-off taxes on tourists on the Internet. High local taxes also play a role in making a destination less competitive. The market is very price-sensitive. We watch our pricing very closely, not only in comparison with other Hawaii hotels, but also destinations such as the Caribbean and Mexico. A quick check of the per-person cost of a flight from Los Angeles and a six-night hotel package beginning June 1 booked on Expedia.com shows what Hawaii s competition is doing these days. I compared the per-person total cost at several four-star hotels in both Waikiki and Acapulco. Waikiki Package: $754, $709, $678, $723, $812 = average $ Acapulco Package: $657, $550, $687, $676, $736 = average $ In other words, a comparable vacation for a family of four with two teen-aged kids utilizing two rooms is currently an average of $290 (11 percent) more expensive in Waikiki than Acapulco. Particularly in today s economy, that is significant. Nonetheless, some legislators want to increase the TAT by as much as 5 percentage points, which they think could produce up to $150 million in new tax revenue for the state. One legislator quoted in the Honolulu Star-Bulletin said, for the most part it [the TAT increase] is exported, it is paid by people who come here. So we are trying to eliminate the hurt for our residents. That sounds good, but in real life there will be serious consequences. Tax collections may actually go down, and jobs may be lost. Here s why: Raising the TAT will further increase the cost of a trip to Hawaii. And, until the gods repeal the laws of economics, increasing the cost of a vacation will decrease travel and visitor spending in our state, particularly in these tough, price-sensitive times. This means fewer outside dollars coming into our community. And that translates into fewer jobs in hotels, restaurants, and visitor attractions. The companies that supply hotels will need fewer workers and less warehouse space. Taxi drivers will drive fewer miles, and there will be less demand for hula dancers. All those people will have less to spend at Foodland, Longs, and every other shop in our state. Unemployment, bankruptcies, and foreclosures will rise. Home values will fall. Local charitable organizations will receive less support. And government revenues from property tax, income tax, General Excise Tax (GET), vehicle registration fees, and a host of others will go down. That s right. Raising the TAT may actually lead to a decrease in total tax collections. It s paradoxical, but true. The hurt will really not be exported or paid by people who come here but felt by the local residents the politicians want to protect. The long-term effects of an increase in the TAT can also be very damaging. Some hotels might go out of business! Really? Yes, it has already happened. If hotels cannot attract enough tourists, they look for other customers, perhaps students and residents on long-term rentals. Do you remember the Outrigger Surf and Outrigger Hobron hotels? They employed several hundred members of our ohana many in tipping-category jobs and every year we ran them as hotels, they generated hundreds of thousands of dollars in taxes, most of which was particularly associated with hotel operations (hotel-rate property taxes and that rate is significantly higher than the rates for residential or commercial real estate TAT, GET, liquor license fees, and taxes, etc.). Our employees, in turn, generated lots of taxes and additional job opportunities, as they spent their paychecks throughout Honolulu. When we sold those hotels, the new owners converted them into residential properties. Rental rates are way below hotel room rates. For the state and city governments, all the hotel-related tax revenues are gone. Nada. Zip. Pau! And so are most of the jobs. Each property might now employ 10 or 15 people at the most, and those who work there receive very few tips from the new apartment dwellers. Is that what we want in Hawaii? Call your legislator today and tell him or her to protect jobs in Hawaii by voting NO on any proposal to raise Hawaii s TAT! (See Here s How to Reach Your Legislators on page 10.) And get your friends and neighbors to do the same. Your voices will be heard. You can make a difference. Taxing tourism is taxing everybody s business. Taxing tourists hurts local people too. Page 9

10 Here s How to Reach Your Legislators SENATE Rosalyn H. Baker District 5 - South & West Maui, Kapalua, Kaanapali, Lahaina, Kihei, Wailea, and Makena Robert Bunda District 22 - Mililani Mauka, Wahiawa, Haleiwa, Mokuleia, and North Shore Suzanne Chun Oakland District 13 - Sand Island, Kalihi, Liliha, Nuuanu, Pauoa, and Puunui Kalani J. English District 6 - Hana, East & Upcountry Maui, Molokai, Lanai, and Kahoolawe Will Espero District 20 - Ewa Beach, Ewa Gentry & Village, West Loch, Honouliuli, and Lower Waipahu Carol Fukunaga District 11 - Makiki, Punchbowl, Ala Moana, and McCully Mike Gabbard District 19 - Waikele, Royal Kunia, Makakilo, Kapolei, Portions of Waipahu, and Ko Olina Brickwood Galuteria District 12 - Iwilei, Chinatown, Downtown, Kakaako, Ala Moana, and Waikiki Josh Green, M.D District 3 - North & South Kohala and North & South Kona Colleen Hanabusa District 21 - Ko Olina, Kahe Point, Nanakuli, Maili, Waianae, Makaha, Makua, and Kaena Point Clayton Hee District 23 - Kahuku, Laie, Kaaawa, and Kaneohe Fred Hemmings District 25 - Kailua, Lanikai, Waimanalo, and Hawaii Kai Gary L. Hooser District 7 - Kauai and Niihau David Y. Higa District 16 - Pacific Palisades, Pearl City, Waimalu, Upper Aiea, and Aiea Heights Les Ihara Jr District 9 - Palolo, St. Louis Heights. Kaimuki, Kapahulu, West Diamond Head, and Waikiki Gold Coast Michelle N. Kidani District 17 - Mililani, Mililani Mauka, and Waipio Donna Mercado Kim District 14 - Moanalua, Aiea, Ft. Shafter, Kalihi Valley, and Halawa Valley Russell S. Kokubun District 2 - Waiakea Uka, Kalapana, Volcano, and Kahuku Clarence K. Nishihara District 18 - Waipahu, Pearl City, and Crestview Norman Sakamoto District 15 - Kalihi, Moanalua Gardens, Salt Lake, Aliamanu, Hickam, Pearl Ridge, and Aiea Sam Slom District 8 - Hawaii Kai, Aina Haina, Kahala, and Diamond Head Dwight Y. Takamina District 1 - Hilo, Honokaa, Hamakua, Waiakea Uka, Keaukaha, and Waimea Brian T. Taniguchi District 10 - Manoa, Moiliili, McCully, and Makiki Jill N. Tokuda District 24 - Kaneohe, Kailua, and Enchanted Lake Shan S. Tsutsui District 4 - Wailuku, Waihee, Kahului, and Paia HOUSE OF REPRESENTATIVES Henry J. C. Aquino District 35 - Pearl City and Waipahu Karen Leinani Awana District 44 - Honokai Hale, Nanakuli, and Lualualei Della Au Belatti District 25 - Tantalus, Makiki, and McCully Lyla B. Berg District 18 - Hahaione, Kuliouou, Niu Valley, Hawaii Loa Ridge, Aina Haina, Wailupe, and Kahala Joe Bertram III District 11 - Makena, Wailea, and Kihei Tom Brower District 23 - Waikiki, Ala Moana, and Kakaako Page 10 Rida T. R. Cabanilla District 42 - Waipahu, Honouliuli, West Loch, and Ewa Mele Carroll District 13 - Kahoolawe, Molokini, Lanai, Molokai, Keanae, Wailua, Nahiku, and Hana Jerry L. Chang District 2 - South Hilo, Waiakea Kai, Kaumana, and Keaukaha Corrine W. L. Ching District 27 - Nuuanu, Puunui, Liliha, and Alewa Heights Pono Chong District 49 - Maunawili, Olomana, Echanted Lake, and Kaneohe Continued on page 11

11 Here s How to Reach Your Legislators Continued from page 10 Issac Choy District 24 - Manoa, University, McCully, and Moilili Denny Coffman District 6 - North Kona, Keauhou, Kailua-Kona, and Honokohau Cindy Evans District 7 - North Kona and South Kohala Lynn Finnegan District 32 - Lower Pearlridge, Aiea, Halawa, Hickam, Pearl Harbor, and Moanalua Gardens Faye Hanohano District 4 - Puna, Pahoa, Hawaiian Acres, and Kalapana Sharon E. Har District 40 - Royal Kunia, Makakilo, Kapolei, and Kalaeloa Robert Herkes District 5 - Puna, Kau, South Kona, and North Kona Ken Ito District 48 - Heeia, Haiku Valley, Kapunahala, and Kaneohe Jon Riki Karamatsu District 41 - Waikele, Royal Kunia, Village Park, and Waipahu Gilbert S.C. Keith-Agaran District 9 - Kahului, Wailuku, Puunene, and Paia Chris Lee District 51 - Lanikai and Waimanalo Marilyn B. Lee District 38 - Mililani, Mililani Mauka, and Waipio Acres Sylvia J Luke District 26 - Dowsett Highlands, Pacific Heights, Pauoa, and Punchbowl Michael Y. Magaoay District 46 - Kunia, Schofield, Poamoho, Mokuleia, Wailua, Haleiwa, Waimea, and Sunset Beach Joey Manahan District 29 - Sand Island, Kalihi Kai, and Kapalama Barbara C. Muramoto District 19 - Kaimuki, Waialae, Kalani Valley, and Diamond Head Angus L. K. McKelvey District 10 - Lahaina, Kaanapali, Kapalua, Maalaea, and Kihei John M. Mizuno District 30 - Kalihi Valley, Kam Heights, Moanalua, and Fort Shafter Hermina M. Morita District 14 - Hanalei, Anahola, Kealia, Kapaa, and Waipouli Mark M. Nahashima District 1 - North Kohala, South Kohala, Hamakua, North Hilo, and South Hilo HOUSE OF REPRESENTATIVES Scott Y. Nishimoto District 21 - Kaimuki, Kapahulu, Waikiki, Ala Wai, and Diamond Head Blake K. Oshiro District 33 - Aiea, Halawa Valley, Halwa Heights, and Aiea Heights Marcus R. Oshiro District 39 - Wahiawa, Whitmore Village, and Launani Valley Kimberly M. Pine District 43 - Ewa Beach, Iroquois Point, and Puuloa Karl Rhoads District 28 - Palama, Downtown, Chinatown, Lower Makiki, and Sheridan Roland D. Sagum III District 16 - Niihau, Lehua, Koloa, and Waimea Scott K. Saiki District 22 - Moiliili, McCully, and Kaimuki Calvin K. Y. Say District 20 - St. Louis Heights, Palolo Valley, Maunalani Heights, Wilhelmina Rise, and Kaimuki Maile S. L. Shimabukuro District 45 - Waianae, Makaha, and Makua Joseph M. Souki District 8 - Wailuku, Waihee, Waiehu, Puuohala, and Waikapu Mark K. Takai District 34 - Newtown, Waiau, Pearl City, and Waimalu Roy M. Takumi District 36 - Pearl City, Momilani, Pacific Palisades, and Manana Cynthia Thielen District 50 - Kailua and Kaneohe Bay James K. Tokioka District 15 - Wailua Homesteads, Hanamaulu, Lihue, Puhi, and Omao Clift Tsuji District 3 - South Hilo, Panaewa, Puna, Keaau, and Kurtistown Glenn Wakai District 31 - Moanalua Valley, Moanalua, and Salt Lake Gene Ward District 17 - Kalama Valley, Queens Gate, and Hawaii Kai Jessica Wooley District 47 - Laie, Hauula, Punaluu, Kaaawa, Waikane, Kahaluu, Ahuimanu, and Kaneohe Ryan I. Yamane District 37 - Mililani and Waipio Gentry Kyle T. Yamashita District 12 - Pukalani, Makawao, Olinda, Kula, Ulupalakua, and Haliimaile Page 11

12 Outrigger Value of the Week - Kīnā ole, (Flawlessnes) Continued from page 10 what would exceed their expectations and putting that into effect before it is requested. For our employees, this means making sure the rules are fair, the tools are there, and the path to success is clear of obstacles. For our guests, this means radiating friendship and hospitality at every touchpoint. For our owners, this means managing their expectations through careful budgeting and then delivering Barry Wallace those results. To achieve Kīnā ole, we do the right thing, in the right way, at the right time, in the right place, to the right person, for the right reason, with the right feeling, the first time. This is the essence of operations in our business. We create memorable hospitality experiences, and when we are successful, we exceed expectations. We leave our guests with unforgettable memories and our employees realizing, once again, how fortunate we are to be part of the Outrigger ohana. Consider Amy Honey, Guest Services Manager. Amy implemented an Anuhea program where, at check-in, each guest is offered a cold, rolled towel to refresh while they are seated. Amy implemented the program from start to finish, including writing standard operating procedures, so every employee knows exactly what to do to deliver this wellreceived enhancement to our check-in experience. We can also achieve Kīnā ole through consistently flawless execution of routine processes. In Guam, Nena Ratuita was the Executive Housekeeper of the Guam Hilton for 27 years until she retired. She earned a reputation in the industry as an energetic, diligent, inspirational leader. Ten years ago, she came out of retirement and has led our Housekeeping team in Guam with the same excellence and flawless execution. We easily could have selected Mandy Cruz, Chief Engineer, as the recipient of the Po okela Award for Kīnā ole. While the largest renovation Outrigger has ever managed was in full swing, Mandy also kept up excellence in managing the finances of his department. He negotiated issues with third parties with skill and effectiveness on Outrigger s behalf. The list of achievements is long, demonstrating again and again how to do the right thing at the right time. Every year, as we collect nominations for Po okela Awards, nominees for Kīnā ole abound, and their stories are both inspiring and humbling. For 2008, we had eight nominees, and it was challenging to choose one to whom we gave the award. Despite the eight remarkable stories, we selected Nena. One beauty of our values is that they travel well. We use Hawaiian words here, but the values carry well in Fiji, Guam, and Australia. In Fiji, Charlotte Steele, Reservations Manager, demonstrated Kīnā ole in her performance. We mentioned Page 12 Nena from Guam previously, but we also recognized Kīnā ole in the performance of Bronwyn Marshall, Financial Controller in Australia. Her work was flawless, so we asked her to help us set up accounting in Bali and Thailand. Kīnā ole was evident with Grace Nakamura, Revenue Manager, who did so well managing our inventories and revenue for two properties, that together, they had a record year. As a result, Grace was asked to help do the same excellent work at another property in Waikīkī. It is not just in hotel operations that we see Kīnā ole. Kat Reese, our Renovations Manager, managed renovations at the OHANA Waikiki Beachcomber so well that the operations team not only nominated her for the Po okela award, they also adopted her and made her an honorary member of the Beachcomber team. Last, but by no means least, Lili Hallett, Corporate Director of Human Resources, embodies Kīnā ole in one of the most demanding roles in our company. She manages labor negotiations, handles staff adjustments, as we open and close hotels, and always has a listening ear to hear about employees personal situations and to lend a helping hand. Kīnā ole thrives at Outrigger: We need only look around to see it. Here is one final example described in a letter from one of our guests. Dear Mr. Yeoman: I stayed at your hotel recently for one night (April 4) with my daughters, as part of a group of 3 rooms. Our trip got off on the wrong foot with some miscommunication between myself and other people in our party and the reservation staff, which resulted in a lot of frustration prior to check-in. I thought we were stuck in an unwanted reservation and was prepared for a bad experience. However, all my negative expectations were quickly dispelled when we met Andrew [Boyd] at check-in. He was friendly, cheerful, helpful and professional. He was kind to my girls (who were exhausted and shy), making them feel special and welcome. He upgraded our room which was a real treat, and completely turned our weekend around, making it a wonderful experience. My girls had dealt with some personal disappointments concerning this trip, which Andrew couldn t have known about, so his kindness and good humor was much more important than he realized. Andrew s positive attitude was a great reflection on the professionalism and courtesy of your hotel. He didn t just improve our visit, he completely turned it around for the better. I am happy to tell all my friends about our wonderful experience there at the Embassy Suites Waikiki. Thank you again, and please relay our good wishes to Andrew at the registration desk. Sandra Jamora