Corporate Office
Hearty congratulations to our hero who keeps us and our guests safe:
Host of the 4th Quarter: CHRIS PINO
As safety and security risk manager, Chris has been with Outrigger for two years and has demonstrated great leadership qualities by embracing The Outrigger Way and sharing his knowledge with everyone he encounters.
Some of his day-to-day responsibilities include:
- Checking on daily emails and following up
- Creating or reprogramming keys and setting up alarm codes for new hires
- Tracking down all Safety Training from ALL Properties in Hawai‘i
- Reviewing all safety and security reports and following up with properties that report any and all safety hazards
- Following up on all workers comp claims reported to include working with insurance adjusters, nurse case managers, doctors as well as our own leaders to get our hosts back to work
- Logging and completing OSHA reported accidents and filing OSHA 300A forms for all Outrigger owned and managed properties in the US
Caring for Our Hosts
Outside of his day-to-day duties, Chris is also responsible for ensuring our properties are compliant with First Aid, CPR and AED certifications. Scheduling these classes can take some time, but he is adamant about assuring we have trained hosts working on all shifts throughout our company.
Another example is Chris’ overall responsibility for workers compensation for all of our Hawai‘i properties. Last year alone, Outrigger reported:
- 252 workers compensation claims filed
- 113 incident only
- 123 closed claims because of Chris’ diligence
- 16 claims still open
- Majority of hosts back to work on a light duty program or full time
Caring for Our Guests
Part of Chris’ other responsibilities are to assist with investigations and follow up on any safety issues our company reports, especially if it involves any guest injuries. Chris is very diligent in working with senior leadership at the properties and will also follow up with guests to assure of their well-being.
Caring for Our Place
During the renovations of the Outrigger Reef Waikiki Beach Resort, Chris was tasked to put together a comprehensive contractor program for all the new faces we were going to encounter daily. As complicated as it may sound, Chris was able to put together a plan that fit the needs of both the general contractor, as well as Outrigger hosts and was able to assure that a safe working environment was paramount.
– Nominated by MJ Palazzotto, Corporate Director, Safety & Security
OHANA Waikiki East by Outrigger (OEH)
BY KIANA BEIMES — Congratulations to our star standouts!
January Host of the Month: ANGIE PARANGAN
Edwin Torres, Angie Parangan and Kiana Beimes
In the month of January, Angie was a shining star on our UniFocus surveys. She was mentioned and shouted out for her Aloha spirit and sincere warmth 6 times! Angie has a unique and genuine demeanor in all that she does. You will always find her being kind to others and giving her best. She is appreciated by both guests and hosts and is always happy to help.
Angie is a tremendous asset to OEH. Not only does she continuously help to boost our overall scores, but she is also very flexible and well-versed in all areas of the front desk. She is also available at a moment’s notice when we need to modify her shift or cover any sick calls. Additionally, management sincerely appreciates how she is happy to stay and help whenever the desk is busy. Angie’s resilient and “can-do” attitude helps to promote a positive and upbeat workplace, every day! It is with great pride that we announce our January 2023 Host of the Month, Angie Parangan!
See Angie’s shout-outs on UniFocus below:
- I just wish Angie checked us in, I talked to her 2 days before we checked in and she was so nice and tried to get us a higher room closer to the ocean. The lady that gave us the late check-out was also very accommodating. Aimee?
- Angie helped us a few times with stuff we weren’t familiar with.
- We had a great check-in and Angie did a marvelous job helping us get set up!
- At the front desk, Angie was so sweet and caring. She remembered me from when I first checked in, all the way to checkout.
- Angie at the front desk was always helpful and smiling. She assisted us with options on our last day as our flight wasn’t until midnight.
- Angie was terrific. She checked us in and was so helpful. And she was also there to check us out the day we left.
– Nominated by Kiana Beimes, Hotel Manager
Congratulations and mahalo to Host of the Month nominee Jonathan To!
Manager of the Quarter: KEVIN DOO
Edwin Torres, Kevin Doo, Keri Brown and Kiana Beimes
In the 4th quarter of 2022, Kevin exceeded our revenue goals with shining colors. Because of his careful monitoring and skillful positioning, OEH was able to exceed our forecasted OTA (online travel agent) ADR by $20, as well as exceed budget by $448k! Historically, OTA rates are the lowest and have the least amount of traction. Because of Kevin’s strategic placement of OEH, OTA rates have both increased as well as consistently fulfilled our occupancy to reach 100% – despite not having an operational pool!
Considered a back-of-house host, Kevin doesn’t often receive praise or recognition from guests or peers. However, his humility remains constant. He is always happy when his team is succeeding, and often steers away from taking credit. OEH hosts have recently learned all that Kevin does and how his “behind the scenes” work is what allows them to work consistently and often even work overtime.
We appreciate Kevin for his kind nature, hard work ethic and true sense of “team.” Kevin takes pride in his work and has driven proven results for OEH, time and time again. The management and hourly hosts of OEH would like to extend a sincere MAHALO to Kevin for constantly allowing them the opportunity to do what they do best – take care of the guests!
– Nominated by Kiana Beimes, Hotel Manager
Outrigger Commercial Team Holomua Review
Outrigger’s Commercial Team gathered on Friday, February 17, at Outrigger Waikiki Beachcomber Hotel for a Holomua (progress, improvement) Review that included a company update by CCO Sean Dee, further explanation of our non-profit #OutriggerCARES; followed by a review of accomplishments for 2022.
Recognition included Pam Cabrera by Pacific Business News (PBN) as a Pineapple Award Winner for being a standout Hawai‘i tourism professional; Brent Shiratori’s recognition by HSMAI as a Top 25 Mind, recognizing exemplary achievement and leadership in hospitality, sales, marketing, revenue optimization and distribution; and Monica Salter’s recognition for being a news-maker, leader and one shaping our future by PBN as a Woman Who Means Business.
Additionally our resorts and brand received Magellan Gold Awards for the Outrigger Reef Waikiki Beach Resort transformation and Outrigger Waikiki Beachcomber Hotel for its Terrace of Modern Art Wahine Earth Day Activation; Magellan Silver for Outrigger Waikiki Beach Resort’s Surfers in Residence Program; TravelAge West WAVE awards for Best Hotel Brand Hawai‘i and Best Hotel Brand for Families Hawai‘i; and HSMAI Adrian Awards for our Recovery Campaign Evolution | #OutriggerCARES and PR-Marketing Program Consumer and PR-Feature Placement Online for #OutriggerPromise: Love your Hawai‘i Vacation or Get Another for Free.
Host of the Quarter Ricol Akana-Phillips received well-deserved applause, as well as sales and collaboration for contract/crew, military, wholesale, web team/performance and property records. Notable achievements from OTA, Distribution/Contract, Japan media, social media, Business Intelligence, CRM, GCC, RMS Cloud and sports and events also received kudos.
Milestone years of service were celebrated: 30 years – Ricol Akana-Phillips and Jana Matsunaga; 20 years – Colleen Hutt; 10 years – Anita Travis; and 5 years – Cassie Simpson, Keri Brown, Jason Nagamine, Jenna Villalobos and Tanah Ritchie; and following, the team made their way to Maui Brewing Company where GM and partner Shawn Shelton provided a site visit for future group sales opportunities. Late-afternoon taste-test flights of brew and nosh were enjoyed by the team.
Cheers to 2023!
Outrigger Maldives Maafushivaru Resort (MAM)
BY AYAASHA ISHAAQ — We are delighted to announce that we held our All-Host Meeting on February 13. In this meeting, General Manager John Allanson shared that we can reach our goals as a team when we give our best every day. Host of the Month for January for both Heart of the House and Front of the House were revealed. The meeting was followed with a special tea party celebrating January birthdays.
January Host of the Month + Heart of the House: SHAHUD AHMED (LEO)
Congratulations to Leo, our sous chef and “Chef in Charge” of the Host Canteen.
Leo is one of the many “unsung Heroes” at Outrigger Maafushivaru, having the responsibility of providing food for the busiest outlet on the island and for the resort’s most discerning diners……..the hosts!
In a department that tends to receive the least recognition, inspiring your team to continually produce fabulous food on a daily basis can be difficult. Leo has shown great strength in character to lead his team in the pursuit of excellence.
It is especially gratifying to know that Leo’s efforts have been recognized by all managers when voting for Host of The Month.
Always on-point and under budget, this is a most well-deserved recognition. Congratulations, Leo!
– Comments by Chris Long, Executive Chef
January Host of the Month + Front of the House: ESAN CHARMAINE
Esan has been recognized for her exceptional work ethic and always with a positive attitude. She consistently receives positive feedback from our guests and her colleagues for her friendliness and her consistency. Esan is a team player and willingly helps her colleagues whenever needed and always with a smile.
– Comments by Ali Arif, Food & Beverage Manager
The gallery was not found!Outrigger Reef Waikiki Beach Resort (ORF)
Malama Our Hosts
BY HANNAH BURKMAN — As a Valentine’s Day mahalo to our ORF hosts, the engineering department made personalized hearts for every host and attached a message to each candy. The department leaders handed out the candies on Valentine’s Day morning.
The gallery was not found!Outrigger Waikiki Beach Resort (OWK)
Malama Our Hosts + Lunch + Learn
BY VICTORIA TAPICERIA — The Outrigger Waikiki Beach Resort leadership team gathered together to plan a spectacular Valentine’s Day celebration for our OWK ‘ohana with a Lunch & Learn and Malama our Host activity. General Manager Steve Miller surprised all the ladies with roses and all the men with a box of chocolates – what a way to kick off our first Lunch & Learn of the year! Our loyal return guests and Voyager 47 Club members also had roses delivered to their room and chocolates/candies were provided to guests upon arrival to wish them a Happy Valentine’s Day. Love was in the air!
During the Lunch & Learn, Luana Maitland, director of cultural experience, spoke about our guest cultural activities and encouraged our hosts to participate to have a better understanding of our culture to share with our guests. Steve also updated the team on our year-to-date UniFocus scores and shared the most notable accomplishments in the past 3 months.
Our success would not be possible without all of you, our OWK hosts, who continue to share your ideas on how to improve our service. We also had the pleasure of hosting Ayu and Himeka, who are students from Japan participating in the Global Cultural Exchange Program in partnership with University of Hawai‘i and HIS. Thank you, everyone, for showing them our signature heartfelt hospitality!
The gallery was not found!National Random Acts of Kindness Day
BY VICTORIA TAPICERIA — As part of living The Outrigger Way of caring for our hosts, Rowena Colling, guest services manager, coordinated with our departments to celebrate National Random Acts of Kindness Day (February 17). Each host pulled a name from a container and was given a white heart to decorate and write kind words about that team member. The hearts are now posted in all departments for everyone to see. Thank you, Rowena, for this creative idea and for getting the team involved. Everyone enjoyed this activity and was ecstatic to read what their secret admirer had to say about them.
Our Project Life Students (Dominic, Hailey and Brandon) and their teacher Patty were also surprised with lei on Aloha Friday. Thank you to our guest cultural activities coordinator, Cherwin Meheula-Solomon, for your act of kindness in making them the beautiful lei that had them smiling all day!
The gallery was not found!Outrigger Waikiki Beachcomber Hotel (OBC)
January Host of the Month: KYLE KAWABATA
Edwin Torres, Kyle Kawabata and Kiana Beimes
As bell captain, Kyle has demonstrated strong, dynamic leadership. He has been a big help in organizing and planning the scheduling for the team, especially with big group arrivals. He always looks out for the team and makes sure that each and every bell host has the help they need. With all the different groups we have to check in and check out, he always proposes plans of action, which are timely, realistic and positive in order to have a smooth operation. Kyle also excels in empowering team members with responsibility and authority, and by delegating the 4 Keys. By being the first and last department to be seen by guests, he helps the team make the best impression in every situation. Kyle also displays a warm and genuine personality. He connects with the guests by sharing his own stories and experiences, which guests truly enjoy and appreciate.
Recently, we had an incident regarding a guest who fell on the ascending escalator, and Kyle was one to witness the unfortunate accident. He was alert, quick and responsive. He went straight to the guest without hesitation and tried to carry her up the escalator all the way to the lobby to make sure she was stable. The guest was deeply distraught. Kyle made sure to call all units and explained exactly what happened. She had a deep cut on her forehead which caused bleeding, and got on Kyle’s shirt and all over his legs and arms. He was very calm in this situation and made sure that the guest was going to be well taken care of. She was very grateful to him for how he handled the accident.
Kyle is a strong and reliable member of the department. He understands guests’ needs and his team looks up to him and trusts him as their leader. He displays persistent attention to the job and faces problems or any situation with confidence and assurance.
Kyle is a great asset to the team and we truly appreciate all the hard work he does for the team and for our guests.
– Nominated by Angelica Arao, Guest Services Manager
Congratulations and mahalo to Host of the Month nominee Anita Cabulera.