It`s a “Slam Dunk” for Outrigger and Fox Sports Radio Secret Shopper

June 18, 2011
A MESSAGE FROM RICHARD R. KELLEY TO OUR OUTRIGGER ‘OHANA
It’s a “Slam Dunk” for Outrigger
and Fox Sports Radio
By Nancy Daniels
Whether traveling to
Hawai‘i for a few days, a
few weeks, or an extended
period, visitors to our
islands are looking for
extraordinary experiences
and unforgettable
memories. I am happy
to report that a very
special group of visitors
to the Outrigger Reef
on the Beach last month
received that and much
more thanks to an exciting
promotional partnership
between Outrigger Hotels
& Resorts, Los Angeles
radio station KCLA,
and FOX Sports Radio
Network, that garnered
Lois Shore and Robert “Big Shot” Horry
the company more than a
half a million dollars in advertising and web placement value.
In April, the FOX Sports Radio Network teamed up with Outrigger
to provide listeners of the popular nationally broadcast radio show, Loose
Cannons, with 20 chances to win the ultimate spring getaway – a Waikīkī
Weekend at the Outrigger Reef with Loose Cannons’ celebrity hosts Vic
“The Brick” Jacobs and Steve Hartman, along with seven-time NBA
champion Robert “Big Shot” Horry.
For an entire month, the contest was promoted on air and online
across the FOX Sports Radio Network and KCLA with live national
mentions and recorded promos and tags. Outrigger’s Vice President,
Distribution & Marketing Services, Lois Shore, who brokered the deal
with FOX Sports Radio and planned the weekend details, did a live, instudio interview during a visit to Los Angeles highlighting the contest.
Outrigger Reef ’s General Manager Bill Comstock and Director of Sales
& Marketing Patsy Narimatsu also did individual call-in interviews
to help create excitement and promote the contest to Loose Cannon
listeners. The 20 Trips in 20 Days contest was posted online on the FOX
Continued on page 3
Secret Shopper
By Dr. Richard Kelley
This past week, my wife Linda and I were
in the San Francisco Bay area attending to some
personal and business matters. During that
time, we stayed at several hotels and played the
role of “secret shopper.” We booked through
routine channels open to all customers. No one
knew we had any connections in the travel and
tourism industry. We just kept our eyes open
and learned again what it is like to be in a hotel
lobby “on the other side of the Front Desk.”
One of our stops was at a deluxe property
south of San Francisco run by an international
hotel management group. Thinking back about
our overall experience, I realized that there was
not one big thing that stood out to make our
stay excellent but, rather, a number of small
things, mostly our encounters with staff, that
added up on the positive side of the ledger.
The hotel’s pre-arrival communications
were very good. I received several emails
reminding me of my reservation and offering
me opportunities to book services at the hotel’s
spa, airport transfers, or restaurants. Staff inquired of our arrival time, if we
preferred feather or foam pillows, and which
newspaper we would like delivered to our
room. I replied with “1:30 p.m., feather
pillows, and The Wall Street Journal” in the
appropriate blank boxes.
When we arrived at the hotel’s porte cochere
on schedule, the doorman and valets were very
efficient, quickly taking care of our luggage, and
parking the car. They spotted our names from
our luggage tags and called us by our names as
they escorted us to the Front Desk. There, the clerk thanked us for returning to
the property, apparently referencing information
Continued on page 10
Saturday Briefing
Page Happy Birthday!
Employment Opportunities
June 29: Chuck Shishido, Carolyn L. Lopes,
George Poon, Joanna Z. Huang, and Mark
K. Chung.
If you are interested in the positions listed below and meet the qualifications,
you may apply online. Please go to WWW.OUTRIGGER.COM, click on
ABOUT OUTRIGGER, then EMPLOYMENT. We only accept online
applications for the open-listed positions from internal candidates. If you
have any questions, please call Chad Teramae at (808) 921-6989. Application
deadline for the following positions is June 24, 2011.
June 30: Jin T. Lee, Paul R. Devich, Junko
O. Austin, Jocelyn G. Rothe, Alton Ray
Bailey, Dale A. Verkaaik, Jia Liang Ou, and
Emilia Mangaoang.
July 1: Julie Perpose, Boy Villanueva, Ruel R.
Laborte, Teodolfo E. Valencia, Raymond T.
Scott, and Sek Chih Gong.
July 2: Nurhan Enustun, Maribel Procesa T.
Lagalo, Peter P. Mercado, Constance E. ApunaDiego, Debra-Ann K. Chan, Troy M. Boyce,
and Clara Han.
July 3: Cari Ann Coates, Georgia J. Tsukazaki,
Myrna I. Elamparo, Salome M. Manalo,
Zhanyun Chen, Jonathan E. Bacawag, and
Gregg Enright.
July 4: Christopher A. Gampon and Yu Mei Liu.
July 5: Suzette K. Nuela, Yanling Huang,
Inocencio L. Agliam, Eric H. Liu, and Ramon
Cedillo Ramirez.
Political Fundraiser
Outrigger Maui Eldorado
Front Desk/Night Auditor (Full Time)
Must have at least one year customer service and cashiering experience,
preferably in the hospitality industry. Must have basic computer skills
and be able to type 30 wpm. Must also be a team player with excellent
communication skills and be able to work any day and shift.
Waipouli Beach Resort
Guest Service Agent (Part Time & On Call)
Must have at least one year customer service and cashiering experience,
preferably in the hospitality industry. Must have basic computer skills
and be able to type 30 wpm. Must also be a team player with excellent
communication skills and flexibility to work any day and shift.
Outrigger Fairway Villas Resort
Room Attendant (Full Time - Temporary)
Must be able to work well with others, follow instructions, and
communicate in English. The ability to work flexible days and shifts is
required. Experience in cleaning and servicing guest rooms and/or public
areas preferred.
Aloha aumoe –
Senators Rosalyn Baker and David Ige
of us are familiar with the Hawaiian word, moe, meaning
Thursday, June 30
5:30 - 7:30 p.m.
The Plaza Club
Pioneer Plaza, 900 Fort Street Mall, 20th Floor
If you are interested in the above fundraiser,
please email [email protected].
Aloha aumoe is a greeting used
between the hours of 8 p.m. and the next morning. Many
to sleep. Next time you tuck your kids or grandkids in for
the night, wish them a warm, “Aloha aumoe.”
local trivia
Hawaiian
the Day
Word of
On June 25, 2011, Kaumakapili Church located in
the Kalihi-Pālama district of Honolulu celebrates its 100th
anniversary. The present church structure replaced an earlier church that was built
Saturday Briefing is published
in 1888 on Smith and Beretania Streets. That church was engulfed in flames in the
Outrigger Enterprises Group (OEG)
eradicate the spread of bubonic plague by igniting a building in Chinatown. The fire
by and for employees of
Chinatown fire of 1900 (see photo below) as health officials took drastic measures to
raged out of control
Editor-In-Chief: Richard Kelley
and destroyed most
Senior Editor: Kathy Foley
Kaumakapili’s roots go
Supervising Editor: Pila Hanson
of the neighborhood.
Proofing Assistant: Char Luning
back even further to an
Contributing Writers: Employees of OEG
Visit us online at:
1838 adobe church at
the Chinatown location,
www.saturdaybriefing.outrigger.com
originally built for
Submissions to Kathy Foley at [email protected],
Hawaiian maka‘āinana,
via interoffice mail to OEH/HR,
or by phone at (808) 921-6957.
An Equal Opportunity Employer
© 2011 Outrigger Hotels Hawaii
Saturday Briefing
Page Congregational native
or commoners, since
the older Kawaiaha‘o
Church
served
Hawai‘i’s royalty.
It’s a “Slam Dunk” for Outrigger and Fox Sports Radio
Continued from page 1
Sports Radio and KCLA home pages throughout
the duration of the promotion, with Outrigger
simultaneously working its website and social
media platforms to help promote the sweepstake.
Entries to the contest were conducted via email
and text. Collectively, almost 100,000 people
entered to win the trip to Waikīkī.
The month-long contest culminated with
the twenty winners and their guests arriving in
Waikīkī on Thursday, May 19, for a whirlwind
weekend of fabulous fun, food, and festivities. For
some, the trip was their first visit to Hawai‘i; for
all, it was a dream come true.
First on the agenda Friday morning was a live
broadcast of the Loose Cannons show from the
pool deck of the Outrigger Reef where the prize
winners had the opportunity to meet, in person,
the celebrity hosts of the radio show. An added
John MacNamara (right), UH Assistant Athletic Director, is interviewed by the Loose Cannons
bonus was seeing, hearing, and “rubbing elbows”
with NBA star Robert Horry. In addition to being heard across the nation, the show was streamed live over the Internet,
which meant fans – anywhere in the world – were able to log on to watch the fun and hear the non-stop accolades about the
Outrigger Reef from the Loose Cannons!
In addition to the broadcast, prize winners were treated to the day’s Aloha Friday Luncheon Show, where some experienced poi,
lomilomi salmon, and laulau for the first time. Not surprisingly, the poi was met with mixed reviews, but the afternoon’s Hawaiian
entertainment was enjoyed by all! The day ended with an evening reception under the stars on the Voyagers Deck, with Sean Na‘auao
providing the entertainment and the award-winning cuisine of Chef Chai Chaowasaree, owner of Chai’s Island Bistro.
The following day, winners split up to enjoy spa treatments at Serenity Spa Hawai‘i and outrigger canoe rides in front of the
Outrigger Waikiki. One couple even opted for a stand-up paddling lesson. Everyone came together Saturday evening for another
“star studded” evening – this time at the Outrigger Waikiki’s Suite 123 overlooking the ocean. The entertainment that evening was
provided by Waipuna, with everyone enjoying food from Hula Grill.
The comments that evening and post-trip from each and every prize winner, as well as the FOX Sports Radio crew were
nothing short of superlative for the incredible experience and outstanding service they received in their short visit. Prize winner
Sean Spikes said it best in a follow-up email of thanks he sent to Lois Shore on his return home.
“First of all I have to thank you and the Outrigger family for your red carpet treatment. You all gave us a personal touch and were
first class all the way. I can say without a doubt
in my mind that this was the greatest trip [of] my
life. This was an unbelievable experience that I will
never forget, we are truly Ohana. I send my love
from Los Angeles.”
A promotion of this magnitude could not have
been coordinated with such a positive outcome
without the help of so many. Mahalo Nui Loa
goes to everyone at the Outrigger Reef and the
Outrigger Waikiki, especially Patsy Narimatsu and
Ricol Akana, for all the coordination behind the
scenes and for hosting the group. Special thanks
to Gay Shinbara for coordinating, not only with
the properties, but also for handling all the travel
arrangements and special requests of the winners
and guests. Thanks to our internal Marketing
Services, Interactive Commerce, and Public
Relations teams for helping with the live radio show
Steve Hartman, Nancy Daniels, Robert Horry, Patsy Narimatsu, and Vic “The Brick” Jacobs
and for the local coverage of the event as well.
Saturday Briefing
Page 2010 Po‘okela Awards
By Khun Paew
Managing Director Darren Edmonstone, Vice President
of Operations William Visser, and General Manager Darren
Shaw joined hosts to present the 2010 Po‘okela awards.
Thailand’s recipients were Khun Paew for Wahi (Place)
and Khun Pong for Kuleana (Accountability). The gracious winners Khun Paew and Khun Pong
thanked their fellow team members and acknowledged the
support they had received throughout the year.
After the awards presentation, Darren Edmonstone
thanked all and announced that whilst these two team
members had worked exceptionally hard and were well
deserving winners, the awards were a reflection of a
successful year by the team. He thanked everyone for their
hard work and dedication and commented further on the
big year ahead.
Congratulations, Khun Paew and Khun Pong!
Khun Paew (photo above left) and Khun Pong (photo above right) were congratulated by management and fellow team members
on receiving the 2010 Po‘okela Awards, recently announced in Honolulu
Cooly Rocks On…and On!
By Niel Mason
Outrigger Twin Towns Resort, straddling the border
towns of Coolangatta and Tweed Heads, Australia, took
an active role in what has been reviewed by organisers as a
successful debut for Cooly Rocks On, and they are convinced
the nostalgia festival could soon become the Gold Coast’s
premier stand-alone event.
A crowd of 90,000 walked the streets of Coolangatta
enjoying the event 11 to 13 June 2011. Last year, there was a
grim look on everyone’s face because Wintersun (the branded
festival moved to
NSW) was leaving,
and this year,
everyone is so positive
of the outcomes, and
it is said this has been
one of the best ever.
Live music,
dancing events, and
1,200 vintage cars
proved the most
popular attractions
at the festival, with
organisers forced to
turn away 150 car
owners who also
wanted to take part.
Saturday Briefing
Page Outrigger Twin Towns Resort supported two Harley
Davidson Motorcycles and a 1960 Corvette in the lobby.
All 69 staff donned 50s and 60s outfits over the long
weekend entertaining guests and enjoying their part in
the festival.
The property
enjoyed full
occupancy
throughout.
Photo left: Katrina Greenhalgh, Chris De Closey, and
Leah Matters. Photo above: Tom Baldry, Leah Matters,
and Chris De Closey
Having Fun and Staying
Fit at the Outrigger
Laguna Phuket
By Khun Paew
The Outrigger Laguna Phuket Resort and Villas hosts
joined in the Laguna Phuket International Marathon held on
12 June.
Five thousand runners from 45 countries participated
in a medley of races from a full marathon, half marathon,
10.5 km run, 5 km Community Charity Walk, to a 2 km
Kids’ Run.
Fun and fitness at the Outrigger Laguna Phuket Resort
and Villas!
Sales Manager for
Phuket Regional Office
By Darren Edmonstone
I am very pleased to
join Human Resources
in announcing the
promotion of Netnapa
Tadakittikul (Khun Gai)
to the position of Sales
Manager, based in our
Phuket Regional office.
Khun Gai joined
Outrigger in January of
this year and has been
a diligent and lively
addition to the APAC
(Asia Pacific) Regional
Office in her previous role
Khun Gai
as Sales Coordinator.
A Phuket native, Khun Gai held a number of sales
positions around the island before joining us.
In her new role, Khun Gai will assist Khun Panjama,
Director of Sales & Marketing, in driving business from
the wholesale markets to our Thai properties, as well as
selling outbound business from Thailand to our other Asia
Pacific resorts.
We wish Khun Gai all the best in her new challenge. German Press Trip to Phuket
By Khun Paew
Outrigger Laguna Phuket Resort and
Villas recently welcomed a German Press
Trip group to Phuket. Seven journalists from
leading German press, including Meeting
Consult International Group, Wetexpress,
ICOTM, ANNALISA, Diekarte, and Asia
Vision Verlag, were escorted by Khun May
from Eastern Favorites.
The Laguna Phuket management
team, together with baby elephant Lucky,
welcomed the group. A sumptuous dinner
followed in a private poolside Villa where
the VIP group enjoyed a Thai classical
dance show.
Next stop - the beautiful Outrigger in
Koh Samui!
The Outrigger Laguna Phuket Resort and Villas
management team with Lucky, who welcomed the group
of German Press to the resort
Saturday Briefing
Page Outrigger Hospitality Specialists Rock the Big Island
By Lois Shore
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Marie Glodt and George Applegate at the
Outrigger Royal Sea Cliff welcome reception
Last month from May 12 – 15, we hosted 14 very
special Outrigger Hospitality Specialist travel agents to a fam
(familiarization) trip to Hawai‘i’s Big Island. The goal was
to showcase our Big Island properties to increase bookings,
allow the General Managers to speak directly with these
highly qualified travel agents about what they saw and liked
about the properties, and to have the travel agents sample
Outrigger’s famous spirit of hospitality for themselves, so
they can speak credibly to their clients. Gay Shinbara, Ellie
Agustin, and I had the pleasure of escorting the group.
To qualify for the trip, travel agents had to be certified
Outrigger Hospitality Specialists and have reported a
minimum of three bookings in their online Specialist account
in the past year. Most of the agents on the trip had reported
dozens, if not hundreds of bookings, so to say they were
“Outrigger friendly” when they arrived is an understatement.
They came from California, Washington, Oregon, British
Columbia, Colorado, Florida, O‘ahu, and Maui.
We spent the first evening at the Outrigger Royal Sea
Cliff, where Carol Hanna and Gary Correia did an amazing
job showcasing their on-property cultural activities with
cocktails at sunset, followed by dinner at the south pool
pavilion with excellent Hawaiian entertainment. George
Applegate of the Big Island Visitors Bureau made the trek over
from Hilo to welcome the agents on their first evening as well.
After a fabulous breakfast and send-off at the Outrigger
Royal Sea Cliff, we traveled south to Outrigger Kanaloa at
Kona, which none of the agents had ever before seen firsthand.
Chuck Okazaki conducted the site that included a stop at the
wonderful herb garden and the beautiful surfing cove beneath
the bluffs of the resort. Later that same day, we were hosted for
lunch by Paul Horner and Anabelle Smith at Keauhou Beach
Resort. The agents then participated in a short site inspection
and in the excellent Hu‘akai program given by Rolinda Bean.
Saturday Briefing
Page Then it was off to
Waikoloa, where the
group was hosted at
Outrigger Fairway
Villas. The next
morning, Kris
Nickelsen graciously
conducted a tour
for the agents
around the Kohala
Coast Collection
of properties,
including a stop
at the Spa at
Mauna Lani,
the private club
and beach at Mauna
Lani, and ‘Anaeho‘omalu Beach.
Then it was time for the main event: the General
Managers’ Luncheon during which the General Managers
had the opportunity to hear directly the agents’ impressions of
their properties. Agents are encouraged to speak honestly and
openly about what they liked and what they thought needed
improvement. GMs had sent us the specific questions in advance
to get the discussion rolling. What did we learn? Lots! The agents
were unanimously impressed with the Big Island in general, with
our properties, our commitment to Hawaiian cultural programs,
and most importantly, our fabulous staff! Here are a few of their
comments from the post-trip surveys:
“‘Wow’ is the best way to describe my recent FAM
trip to Hawai‘i Island with Outrigger! I was pleasantly
enlightened at everything my customers receive when they
stay with Outrigger. I was overwhelmed and delighted to
learn our guests get much more than we knew. Mahalo!”
“I was awed by the willingness of the various property
personnel to share the aloha spirit of their beautiful island
by sharing its history and culture; everyone was authentically
warm and welcoming!”
“The Outrigger fam I just attended gave me a whole new
perspective on the Big Island Outrigger properties. If my
clients want a great value, a convenient location, a well-priced
property, a staff that embodies the aloha spirit, or if they have
an interest in the history and culture of Hawai‘i, Outrigger
properties will be at the top of my list of recommendations.
In addition, I must commend the Outrigger staff on the spirit
of ‘ohana (family) they conveyed throughout the fam by their
shared involvement, mutual responsibility, interdependence,
helpfulness, and caring. Not only is Outrigger family-owned,
this fam showed me that it operates as a family as well.”
Everyone did such a superb job that it’s almost impossible
to express our gratitude, but here goes: a big Mahalo Nui Loa
to the GMs and the staff of the Outrigger Royal Sea Cliff,
Outrigger Kanaloa at Kona, Keauhou Beach Resort, and
Outrigger Fairway Villas. Thanks to George Applegate and
Waynette Kwon of the Big Island Visitors Bureau. And from
me [Lois Shore], special thanks to both Ellie Agustin and Gay
Shinbara for coordinating a flawless fam trip for all of us.
We have an APP for that!
By Robert Ishihara
The staff at the Wyndham at Waikiki Beach Walk® has
gone to the clouds with the installation of HotSOS (Hotel
Service Optimization System).
HotSOS is a guest services system that is part of the
nationwide push for Wyndham Vacation Resorts. HotSOS
uses smart technology for communication and efficiency.
The Waikīkī staff started using Apple iPod Touch devices,
Interactive Voice Response, and cloud-based servers to enhance
our timeshare owner’s experience. HotSOS is an intelligent
software that keeps track of everything from who is best to
deliver a set of towels to reminding the resort to conduct their
fire drills. Preventative maintenance is scheduled and recorded
automatically and Housekeeping quality inspection will also
automatically send a work order to Maintenance. The Bell staff
know what requests are waiting from anywhere in the resort.
Managers can assess what requests are most frequent and easily
concentrate more resources to those areas. All of this can be
done without using one sheet of paper.
There are many resorts in Waikīkī,
including Trump International,
Hale Koa, and Starwood that
run HotSOS, but the Wyndham
at Waikiki Beach Walk® is the first
to run the WiFi-based iPod Touch
devices. Most of the resorts in Las
Vegas use this system, and many of
the high-end resorts around the world
also use HotSOS. The system still allows devices from the
past, like digital pagers, to be useful tools, while looking into
the future, where the Front Desk work station may be carried
around on an iPad device. The iPod Touch also allows for the
staff with the devices to have access to weather, news, and other
useful information by adding that APP.
HotSOS began years ago as a project for the son of a chief
engineer at a luxury resort in Florida. The father wanted a
system to track his work orders, so he could have hard facts
on what was happening in his department. From a simple
beginning, HotSOS still maintains its resort-based purpose but
has evolved into possibly being the best hospitality system on
the market and also offers many different languages.
The staff at the Wyndham at Waikiki Beach Walk® can
definitely say they have an APP for that when it comes to
providing a great owner experience!
Outrigger Waikiki on the Beach
“My whole family recently stayed at the Outrigger Waikiki
on the Beach in August. We all had a wonderful time
and plan on staying there every year! Our stay was made
especially great by two of your employees. I would like very
much for you to recognize them in some way. At the front
desk was: Michelle Chang. She was so pleasant to talk to all
the time we saw her, and she was so good at any questions
and information we needed. The other person was at the
pool: Peter [Mercado]. He also was so pleasant and great
to be with each time at the pool. Both these employees are
assets to the hotel and Outrigger! Thank you so much for our
wonderful stay.”
Rick Gillar
via email
Outrigger Royal Kahana
“We want to write this note to express our appreciation to Mr.
Tim Bruns for all the courteous assistance he extended to us
while our family were on vacation at Lahaina. Our stay in your
condo was a great experience for us. Thank you again.”
Wen Cheng Lin
La Puente, CA
Embassy Suites - Waikiki Beach Walk®
“All the service was great, but Keiko [Orleans] was
outstanding. She has personality plus she doubled your
business up there. She is what a holiday is all about and
would certainly bring us back again.”
Doug & Pat Greig
OHANA Waikiki Malia
“. . . Firstly, all your staff were extremely friendly and helpful,
especially Roy [Shimabuku] who provided probably the
best service from hotel staff I have ever received, and I have
travelled all over the world. He was always friendly, kind,
helpful and gave excellent service to myself and my mother
and son. I cannot rave about him more. He is an asset to
your company. I have spent 14 years in the hospitality
industry and have only met a few people who I can say this
about. Also, the security guards Brian and Vanderbilt were
very kind and helpful too. Housekeeping did an outstanding
job as we did have a lot of stuff in our room and created a
bit of extra rubbish to take out so we appreciated that and
the clean rooms they left us with. Waylan, VIP Tours, was
also patient and helpful and friendly to us as well. We were
there for over a week, and it was so welcoming and in a
great location. We had such a wonderful time and will be
recommending your hotel to family and friends. Thank you
for everything and I am so happy we stayed at the Malia.
Let’s hope we come back soon.”
Natalia & Max Green & Radenka Zotovic
via email
Saturday Briefing
Page Outrigger on the Lagoon – Fiji Monthly Get Together
By Una Murray
On Friday 27th May, vuvale (family) of the Outrigger on
the Lagoon - Fiji gathered to honor outstanding employees
for the month of May.
Kini Sarai began the program with a prayer, followed by
Executive Assistant Manager Russell Blaik, who welcomed
and thanked everyone for their incredible dedication and
hard work during this high occupancy month.
Special events took place with top agents that attended
the Bula Fiji Tourism Exchange. He thanked Engineering
and Maintenance for the renewal of the Vakavanua Lounge
and stage, the changes in the medical centre, and the guest
laundry room. He announced the new Room Service menu
and commented on the beautiful garden that is receiving rave
reviews from both guests and locals.
Russell added that June and July will be busy with
weddings, congratulated the Bebe Spa Manager and staff for
a record momth, and thanked the Meimei staff who also had
a record month.
HR Manager Ashika Devi and Security Manager
Alipate Varea had the honor of announcing May’s employee
recognitions:
Russell introduced the Outrigger Choir who provided
entertainment for the occasion, and the program concluded
with the Bula Spin the Wheel Dart Competition and
afternoon tea.
Asmeen Bano, How Can I Help recipient, Russell Blaik,
and Jovesa Naulu, Front of the House recipient
Front of the House • Jovesa Naulu, Activities Officer
He is an absolute legend. He is loved and admired by guests and
is a good team player.
Back of the House • Moses Fiu, Public Area Supervisor
This gentleman is always busy and is one of the resort’s hardest
workers. Never do you catch him taking a break. He has the most
professional and courteous manner and goes out of his way to
ensure his job is well done every time.
Manager of the Month
Moreen Manjita Singh, Wedding Manager
How Can I Help • Asmeen Bano
Here to Help • Mareta Sekamate
Russell Blaik also announced that the Outrigger on
the Lagoon - Fiji won the 2011 TripAdvisor Certificate of
Exellence Award.
Reservations Manager Charlotte Steele presented the
Sales department Community Project for the single mothers
of Loloma Home at Sabeto Nadi. The home is a sanctuary
for mothers and their children who have been abandoned
by their families. The centre houses six women and five
very young children. The home has been a pet project of
the resort staff since their very first visit a few months back
when they donated a stove, sheets, and floor coverings. The
Sales department took lots of gifts and cleaned up the house,
clearing gutters and drains, patching ceilings and leaking
rooftops. They also donated a refrigerator, iron, and chairs.
The Sales team will finish up the project over the next couple
of months.
Saturday Briefing
Page Maureen Manjita Singh, Manager of the Month, Russell Blaik,
and Mareta Sekamate, Here to Help recipient
Shalini Pratap, winner of the dart competition
APEC Economies Highlight ed
Brunei
This is the second of the series of articles focusing on the 21 Asia-Pacific economies who
will be represented at the Asia-Pacific Economic Cooperation (APEC) summit in Honolulu
during November 2011.
The Flag and State Crest
The national emblem in red is superimposed in the center of the flag; yellow is the
color of royalty and symbolizes the sultanate; the white and black bands denote
Brunei’s chief ministers; the emblem includes five main components: a swallowtailed flag, the royal umbrella representing the monarchy, the wings of four
feathers symbolizing justice, tranquility, prosperity, and peace, the two upraised
hands signifying the government’s pledge to preserve and promote the welfare
of the people, and the crescent moon denoting Islam, the state religion; the state
motto “Always render service with God’s guidance” appears in yellow Arabic script
on the crescent; a ribbon below the crescent reads “Brunei, the Abode of Peace”
Background
The Sultanate of Brunei’s influence peaked between the 15th and 17th centuries
when its control extended over coastal areas of northwest Borneo and the
southern Philippines. Brunei subsequently entered a period of decline brought
on by internal strife over royal succession, colonial expansion of European
powers, and piracy. In 1888, Brunei became a British protectorate; independence
was achieved in 1984. The same family has ruled Brunei for over six centuries.
Economy
A small well-to-do economy encompassing a mixture of foreign and domestic
entrepreneurship, government regulation, welfare measures, and village tradition.
Crude oil and natural gas production account for over half of GDP and more than
90% of exports. Per capita GDP is among the highest in Asia, and substantial income
from overseas investment supplements income from domestic production.
The government provides all medical services and free education through the
university level and subsidizes rice and housing. A new monetary authority was
established in January 2011 with responsibilities that include monetary policy,
monitoring of financial institutions, and currency trading activities.
Some Business Etiquette Tips
• Business clothes should be conservative. Men should wear a suit and tie and
women should wear a business suit or dress with long sleeves and a skirt that goes
below the knee (that means no mini skirts!) Drinking alcohol in public is banned,
so, if you want to drink, it is going to have to be done in your hotel room!
• A simple handshake will do the job when first meeting a business associate.
• Bruneian businessmen go by the title “Haji” or “Dato” and businesswomen go by
the title “Hajah” or “Datin.” One of these titles and the person’s last name should
be used to greet a person.
• The head is the most important part of the body, while the feet are the least
important. Take off your shoes when you go to someone’s home. Do not point
with the index finger, use your thumb. If you follow these few simple rules, you
won’t be thought of as rude!
• Avoid any “P.D.of A” (public display of affection) and loudness in public and you’ll
be okay.
• Bruneians are very friendly people, so, be friendly back.
Key / Fun Facts
• Official Name: State of Brunei Darussalam or the
Nation of Brunei, the Abode of Peace
• Capital: Bandar Seri Begawan
• Largest City: Bandar Seri Begawan
• Population: approximately 408,000 (July 2010)
• Median Age: male: 28.3, female: 28.6
• Ethnic Groups: 66.3% Mayay, 11.2% Chinese, 3.4%
indigenous, 3.4% other
• Languages: Malay (official), English, Chinese
• Religion: 67% Muslim, 13% Buddhist, 10% Christian
• Area - comparative: slightly smaller than Delaware
• Climate: tropical (hot, humid, rainy)
• Average Annual Temperature: 79 degrees
• Natural Resources: petroleum, natural gas, timber
• Currency: Brunei dollar (BND)
• Beginnings traced to the 7th century
• Has a constitutional sultanate
• Legal system based on English common law
• Ranked fourth in the world by gross domestic
product per capita
• APEC Economic Leaders’ Meeting host November
2000
• Driving Age: 14
• Drinking Age: Never (for Muslims)
• Voting Age: Never (for anyone!)
https://www.cia.gov/library/publications/the-world-factbook/geos/bx.html
http://en.wikipedia.org/wiki/Economy_of_Brunei
http://www.tgmag.ca/ap/country/apbru.html
Saturday Briefing
Page Secret Shopper
Continued from page 1
on our reservation record. Without spending too much time
on the computer screen, she verified our request for The Wall
Street Journal and added that because the Journal was not
published on Sunday, we would get a local Sunday paper. She
said it would be about an hour before our room would be
ready and suggested a seat in the lounge or complimentary
use of the spa facilities to freshen up prior to a scheduled
3:30 p.m. meeting. As soon as the room was ready, she called
us on my cell phone.
Unfortunately, the requested feather pillows were not in
our room upon check-in. We called the Front Desk and, in
under 10 minutes, a gentleman who looked like he might
have been an Executive Housekeeper, arrived at our door
with a set of feather pillows. Cocktail hour in the hotel’s lounge was busy, but the
Bartender made the effort to go from behind the bar to deliver
a cup of nuts to our table while the servers were all occupied.
The Maître d’ in the dining room came by our table
several times to ensure that everything was all right.
The hotel does not have a sundry store, but when I
notified the concierge that I needed an AA battery, they
quickly produced one.
After departure, we received an email asking us to
evaluate and rate our experience at the hotel.
Overall, we had a very nice experience, and it might
be summed up by the following quotations that relate to
customer service.
“Little things don’t mean a lot.
Little things mean everything.”
Harvey Mackay
Syndicated columnist, author, motivational speaker
“Don’t make promises you can’t fulfill.”
Author unknown
But in most cultures, a promise, even a small one,
generates an expectation from the second party and great
disappointment when that promise is not met. It is always
better to under-promise and over-deliver.
“The customer is always right.”
According to The Phrase Finder, this philosophy is
credited to a number of individuals, particularly department
“Little things don’t mean a lot.
Little things mean everything.”
The only deviation from this superior service came on
Sunday when a second copy of Saturday’s Wall Street Journal
arrived at our door instead of a local Sunday newspaper. It
was not a major issue, but many might have let it become
one. The hotel had a chance to correct the error, but a staff
member at the Front Desk insisted that because we had
signed up for The Wall Street Journal that is what we had
received. She backed off slightly after we explained that we
were assured upon check-in that we would receive the local
Sunday paper. She then offered to send someone to a store to
purchase us a copy of the Sunday paper but knowing that the
nearest store was some distance away, we declined.
Saturday Briefing
Page 10
store magnates Marshall Field and Harry Gordon Selfridge.
César Ritz, the celebrated French hotelier, is believed to have
stated in 1908, “Le client n’a jamais tort,” which means “The
customer is never wrong.” That’s not the phrase today that
people remember, but it is quite similar to “The customer is
always right.” (http://www.phrases.org.uk)
At Outrigger and OHANA hotels, we try to live and
practice these philosophies daily. It’s an inherent part of the
way we do business, whether we are in Hawai‘i, Fiji, Guam,
Australia, Thailand, Bali or, soon to be added, Vietnam and
China. It’s who we are.