Embassy Suites by Hilton – Waikiki Beach Walk
March Host of the Month: ANNA LAU
Roland Kam, Anna Lau and Simeon Miranda
Anna is recognized for her exceptional work in championing the “Make HotSOS more user-friendly for our hosts” project in March. She worked tirelessly with our housekeeping team by identifying challenges hosts faced while using HotSOS and compiling a comprehensive list of necessary additions to improve communication, minimize steps and increase productivity.
Anna’s efforts have greatly improved reporting and follow-up on work orders, service orders and suite status, benefiting not only our guests, but also the front desk and engineering departments. With her attention to detail and professional approach, Anna has ensured that guests’ requests are always addressed promptly and efficiently, while also taking the time to assist hosts in understanding the work process for future reference. Furthermore, Anna’s genuine care for our guests is evident in her daily afternoon checks on all DND suites to ensure their comfort and satisfaction. Anna’s efforts and attention to detail do not go unnoticed and her daily shift recaps are always detailed and thorough, ensuring that everyone is aware of any concerns and how they can be addressed. Anna’s dedication to improving the guest and host experience is truly commendable and her outstanding contribution to our team’s success is the reason why we are proud that she is our Host of the Month for March.
– Nominated by Carol Lopes, Executive Housekeeper III
Leader of the Quarter: SHANTEL BURNS
Shantel Burns | Roland Kam, Shantel Burns and Simeon Miranda
Shantel, our housekeeping manager, has been an integral part of our team since the opening of our hotel, holding various manager roles, including in sales and food & beverage. Shantel is a manager who leads with her heart and is incredibly passionate about our guest and host experience.
In January 2022, our hotel underwent a significant change in transitioning to housekeeping; Shantel played a key role in keeping the hosts motivated and positive during this time. She was constantly going from floor to floor, learning the new system and helping to train the rest of the team. Her efforts were critical to the successful launch and her dedication to ensuring a smooth transition did not go unnoticed. Shantel’s commitment to our guests is also exceptional. She is never shy to reach out and offer assistance, whether it is during breakfast or catching them on the guest floors, she has been able to identify and resolve issues for discerning guests immediately, before escalating to another department. Recently, she checked in with a VIP staying with us and found they were missing some items from another room. Due to her quick action, she was able to check and get the items to the right people immediately before it turned into an issue.
Shantel’s small but constant actions make a significant difference in our hotel’s daily operations. Her passion for excellence and dedication to service is a great example to the rest of our hosts and leadership team. Mahalo, Shantel, for exemplifying The Outrigger Way!
– Nominated by Roland Kam, Hotel Manager III, and Simeon Miranda, General Manager III
Malama Our Hosts
Justyn Wee, food & beverage supervisor, surprised our hosts by making delicious hot wings as a way to show appreciation for their tireless efforts during the HotSOS transition!
Mahalo to our sales & marketing manager, Jay Raquinio, who prepared tasty spring roll appetizers to show appreciation for our hardworking hosts.
The gallery was not found!Hawaii Vacation Condos by Outrigger (HVC)
Vicki Valenciano Retires
BY CARLY CLEMENT — After over 26 years with Outrigger, our fearless leader at Waipouli Beach Resort & Spa Kauai by Outrigger (WBR), Vicki Valenciano, is set to travel the world and enjoy retirement. Vicki has made stellar contributions to Outrigger spending time at Outrigger Reef Waikiki Beach Resort, Kiahuna Plantation Resort Kauai by Outrigger, Lae Nani Resort Kauai by Outrigger and WBR.
Always smiling with an open door and a big heart, Vicki will be sincerely missed by her team and the Outrigger ‘ohana.
The gallery was not found!OHANA Waikiki East by Outrigger (OEH)
March Host of the Month: JIAN GUO XU
Kiana Beimes, Janice Ng, Jian Guo Xu, Jesse Ann Gruspe and Edwin Torres
Jian Guo first started with Outrigger at the Outrigger Waikiki Surf in 2010. He transferred to OHANA Waikiki East in 2012 and has remained here.
Jian Guo is a versatile and well-rounded housekeeper. He knows what he is doing and prioritizes his tasks wisely to maximize productivity. You’ll find him shampooing carpets, cleaning windows, scrubbing the trash room/hotel perimeter, moving furniture, setting up conference rooms, water vacuuming flooded areas and the list goes on. Jian Guo possesses a strong positive and can-do attitude toward his job and his peers. Big or small, dirty or clean, he’ll take any assignment and finish it in a timely manner. Jian Guo is very responsive to calls and is always poised even though calls are pouring in. This is why Jian Guo has gained the trust and popularity of the team. He is an excellent performer and has received lots of ICare cards from management and co-workers.
Jian Guo cares for our place. He addresses discrepancies and recommends special projects to management if areas need attention. He is a great team player with a good work ethic; many hosts like to partner with him when doing special projects.
In March, Housekeeping was asked to clean up the caged storage in the basement parking; it was like a junkyard with dirty and dust-filled old stuff. Jian Guo willingly took the assignment and worked with his partner to get it done.
I truly appreciate his hard work and dedication. When you thank him, he always humbly says, “This is my job. I get paid to do it.” As a manager, I dream that I can have more Jian Guo(s) on my team. I am very proud to nominate Jian Guo to be the Host of the Month for March.
– Nominated by Janice Ng, Area Director of Housekeeping
Shout out to nominee Joel Badua!
TripAdvisor Name Mentions
Sarah and Tracy
BY KIANA BEIMES — For our March 2023 TripAdvisor incentive, we had a tie! Congratulations to Sarah Bernabe-Denton and Tracy Crofton for being named the hosts with the most name mentions! Sarah and Tracy each received a $25 Foodland gift card.
ICare Card Recipients
BY KIANA BEIMES — Congratulations to our March ICare recipients! For being named the host with the most nominations per department, these lucky 3 each received a Foodland gift card for $25. Mahalo!
Marilou Agdinaoay (front services), Rick Alcain (maintenance) and Mybe Ho (housekeeping)
Outrigger Fiji Beach Resort (FOR)
Host Recognition for the Quarter
BY ASHNEEL CHAND — On March 31, the FOR team recognized its winners of the quarter during the Vuvale Get Together. This was together with The Outrigger Way Awards where we were able to scoop two major awards: Host of the Year Maca Kabakoro and Leadership Award recipient Darren Shaw.
The gallery was not found!Hosts of the Month: JANUARY
Hosts of the Month: FEBRUARY
Hosts of the Month: MARCH
Outrigger Waikiki Beach Resort (OWK)
The gallery was not found!March Host of the Month: ARNEL VEA
The entire housekeeping department loves to work alongside Arnel. As soon as he arrives to work, everyone calls out his name — yay, Arnel, good to see you or glad you’re here, Arnel!
Let me share why he is so important and what he has done to earn everyone’s love and respect.
Every day is wonderful for Arnel. He comes to work with a gentle smile, pleasant demeanor and most importantly, an infectiously positive attitude.
Regardless of the assignment or heavy tasks given to him, he responds with the same answer — yes, I can do it or I can finish it. Last month, there was a huge shipment of tote bags and aluminum bottles delivered to the property which required lots of moving. Arnel worked alongside other hosts and cleaned and created space to store the goods.
He receives calls to clean A/C vent mildew, deliver linen, shampoo carpets, wash windows, etc. He finishes the task at hand as quickly as possible and responds once finished, so the clerk can release the rooms. While working the floor, Arnel is always willing to lend a hand to fellow hosts.
We also appreciate Arnel’s flexibility with his scheduling. He comes in anytime, works any shift, even relieves the pool attendant and is willing to fill in when emergency situations arise.
In addition to all of the above, Arnel has perfect attendance since he returned to work in November 2020.
Mahalo, Arnel, for your dedication and hard work. We sincerely appreciate everything you do.
– Nominated by Carol Ly, Housekeeping Manager
Manager of the Quarter: MYRA KUBOYAMA
Myra started in her current role of area director of housekeeping for both the Outrigger Reef Waikiki Beach Resort (ORF) and Outrigger Waikiki Beach Resort (OWK) two years ago (and in November will celebrate her 20-year Outrigger Anniversary). Since she started as area director, business at both resorts has continued to increase back to pre-pandemic levels.
Myra is always looking for ways to improve our overall resort operations and share best practices between her two properties. All of this in the midst of completing the room renovation at ORF.
Through all of this, our housekeeping department continues to “shine” with our customer service scores!
We are very fortunate to have Myra on our leadership team at OWK!
– Nominated by Steve Miller, General Manager
Malama Our Hosts
For the month of March, the executive office had the pleasure of showing our appreciation to our Outrigger Waikiki hosts and guests. Steve Miller, Luana Maitland and our Project Life Partners – Dominic, Hailey and Patty provided ice cream treats and surprised our guests during the lei-making cultural activity.
Mahalo to the executive team for the thoughtful treats and our Outrigger Waikiki ‘ohana for all that you do!
The gallery was not found!Outrigger Waikiki Beachcomber Hotel (OBC)
Congratulations to our March ICare card winners!
The gallery was not found!