Saturday BriefingPage 1

August 10, 2013 A MESSAGE FROM RICHARD R. KELLEY TO OUR OUTRIGGER ‘OHANA

®

In International Travel, Things Can Just Go Wrong

By Dr. Richard Kelley

For the past two weeks, I joined millions of other people around the world to travel with members of my family. Although we had a wonderful vacation, there are always a few things that go wrong, especially on a long international trip. This is always an interesting experience because suddenly I am on the other side of the desk, be it a hotel front desk, an airline counter or the maître d’s stand in a restaurant, and I get some inkling of what our customers experience on their way to vacation at Outrigger and OHANA hotels around the Pacific.

Let me take a moment to relate just a few of the incidents that occurred and reminded us of the importance of providing good hospitality.

When checking in at a hotel, you always hope that your reservation is actually in the computer and the room is ready. However, after traveling halfway around the world and traversing 12 time zones, we ran into a problem at the front desk at our first stop in France. There were several reservations under the last name of “Kelley” and “Carey,” both which can sound awfully alike to someone whose primary language is not English. In fact, there were two in the party named Linda Kelley – my wife and my daughter!

Dredging up my high school French helped me communicate a bit, but generally everyone working on the desks spoke better English than I spoke French. With patience, we got through the issue but I can imagine how frustrating it would have been if we had trouble finding a common language – a situation many visitors from Asia, in particular, must often face in our country.

Airports are more crowded than ever, especially at peak travel times, and the extra screening and security measures can create some real bottlenecks. Even though

International Travel >> 10

Sales and Marketing Reorganizes to Align

with Global / Regional Structure

By Sean Dee and Barry Wallace

Consistent with our company’s continued transition to a Global and Regional structure, we highlight below the reorganization of the sales and marketing function within Outrigger®.

Global Marketing

(formerly the Sales & Marketing Department)

Headed by Chief Marketing Officer Sean Dee, this department drives the development, integration, implementation and consistency across the entire Outrigger portfolio in disciplines to include brand stewardship, strategy, awareness and compliance; customer acquisition, segmentation and loyalty; distribution initiatives (including wholesale, online travel agencies, retailers, global distribution systems); digital strategy and execution; and corporate communications. Working in collaboration with regional teams, the functions and the employees leading each function are described below:

Global Distribution: Senior Vice President Dan Wacksman continues to lead this function that includes Interactive Commerce (including websites, interactive marketing and promotion, analytics, social media, email campaign management, data warehouse, loyalty/recognition programs and newly emerging online channels) and Central Reservations (Denver). The staffing remains as is.

Brand Performance: Vice President Charlene Goo has been selected to fill this new position that develops and documents brand standards for each of Outrigger

Sales & Marketing >> 9

Dan Wacksman

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Saturday Briefing is published by and for

employees of Outrigger Enterprises Group (OEG)

Editor-In-Chief: Richard Kelley

Supervising Editor: Pila Hanson

Senior Editor: Kathy Foley

Proofing Assistant: Char Luning

Contributing Writers: Employees of OEG

Visit us online at:

www.saturdaybriefing.outrigger.com

Submissions to Kathy Foley at kathysb@outrigger.com,

via interoffice mail to OEH/HR,

or by phone at (808) 921-6957.

© 2013 Outrigger Hotels Hawaii An Equal Opportunity Employer

Happy Birthday!Aug 21: Visitacion V. Blaine, Patcharee Chanantho, Deborah Fong, Juana S. Guzman, Zi Jing Huang, Riyaz Khan, Marika Moceleka, John Percy, William Thaggard, Pairat Thansophit, Thawatchai Watronnachai and Jian Ying Zhang.

Aug 22: Pisarn Chuaymuang, Aqela Dibuna, Ka-Wan L. Fong, Kitione Gavidi, Medicia D.C. Jose, Nipon Kawsang, Robert R. Kelley, Chih Chuan Kuan, Bernard S. Leybag, James Lucero, William Manuel, Frederick Robles and Naruemol Suksawas.

Aug 23: Valeriana B. Domingo, Wanphen Khumkrong, Romel G. Lizada, Conchita C. Matsumoto, Philip C. Milana Jr., Roongaroon Nganprasertkit, Hung Da Ngo, Reynaldo E. Orpilla, Kathleen Oyadomari, Sukanya Pongkeaw, Benecio L. Somera, Daniel R. Patrocinio Tee, Chiu Tai Cheng Wong and Un Ha L. Zheng.

Aug 24: Sompot Chowong, Tresna Dewi, Reynaldo C. Gamboa, Isabel Santos, Sulistya and Adrian Wilson.

Aug 25: Felix Abalos Ferrer, Mei Ying Gong, Apinya Klapsang, Eric I. Matsumoto, David Roi Metua-Rau and Suthep Pumnok.

Aug 26: Ceferino P. Bumagat, Losalini Giwasa, Dean K. Hashimoto, Norly Esquilona Prietos, Maya Sutherland, Helina W.Y. Wong, Hyong Yi and Gordon Y. Yoshihara.

Aug 27: Lilian A. Acosta, Kapuanani P. Cameron, Barry K. Chun, Anita L. Damaso, Mark H. Daoana, Melany Kainoa Hunter, Hanul Kim, Yong Yao Lai, Stanley Henry Louis-Charles, Mei Lin Ma, Merelita Nabobo, Ramate Nakchoowong, Norma E. Castellanos Ramos, Monica B. Rivera, Kitti Sae-Qow and Emma R. Wacksman.

Revenue Manager (Full-Time)

High school diploma or equivalent required;

bachelor’s degree in business or a related

field preferred. A minimum of two years

prev ious work exper ience w i th in the

revenue management or reservations area

required. Previous hotel operations and hotel

sales also preferred. Must have excellent

organizational, computer and written/verbal

communication skills.

Host/Hostess (Part-Time)Greets and escorts guests to their tables. Coordinates the activities of the dining room and pool area personnel to provide fast and courteous service to our guests. Must have a friendly, positive, service-oriented attitude and be able to work any day and shift.

GSR (Uniform Services) (On-Call)Must have at least one year customer service experience and be able to lift and carry 70 lbs. Must be flexible to work any shift and day. A valid driver’s license and clean driving abstract required.

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Support Our UH Wahine!By Marisa Sakamoto and Kathy Hansberry

Outrigger Hotels and Resorts is a proud corporate sponsor of University of Hawai‘i Athletics and the title sponsor for two upcoming women’s soccer tournaments, the OHANA Hotels and Resorts No Ka Oi and the Outrigger Hotels and Resorts Soccer Classic. We’re looking for volunteers to help us with game-day promotions to be held at the Waipio Peninsula Soccer Complex, 93-061 Waipio Point Access Road in Waipahu.

Come and join the fun! The OHANA Hotels and Resorts No Ka Oi Tournament and the Outrigger Hotels and Resorts Soccer Classic are sure to be exciting events as the Rainbow Wahine challenge top-notch teams from UNC-Greensboro, Central Florida, Washington, Idaho State, Florida Gulf Coast and Portland State.

Volunteers are needed for the following dates and times and will receive a free T-shirt and meal.

OHANA Hotels and Resorts No Ka Oi Soccer Tournament

August 23 and 25, 2013

Friday, August 23 5:30 p.m. – 8:30 p.m.

Sunday, August 25 1:00 p.m. – 4:00 p.m.

Outrigger Hotels and Resorts Soccer Classic

September 13 and 15, 2013

Friday, September 13 5:30 p.m. – 8:30 p.m.

Sunday, September 15 3:30 p.m. – 6:30 p.m.

If you are interested, please email marisa.sakamoto@outrigger.com or call 921-6685 and provide your name, department, hotel, T-shirt size and your timeslot preference. Mahalo and Go Rainbows!

Outrigger® Staff Carnival – Too Good!By Talei Tora

Staff and families members of the Outrigger on the Lagoon – Fiji vuvale (family) have hailed their annual staff carnival held at the resort’s parklands on Saturday 03 Aug, 2013 as “too good!”

Organised by the resort’s Human Resources Department, the carnival was an opportunity for the different departments and their families to enjoy a day filled with activities and fun for the children.

Outrigger Fiji General Manager Peter Hopgood said, “The main reason for the event on Saturday was to thank our staff and their families for the hard work and support that they have given to the resort in the first six months of the year. Outrigger on the Lagoon – Fiji is an extremely busy resort and we are blessed with an exceptional team that does a wonderful job in looking after our guests. This year we organized a special treat for our vuvale with the K-9 show by the Fiji Police Force Dog Unit and a meet and greet with our champion Outrigger on the Lagoon – Fiji Nadroga Stallions. The K-9 show was a hit with our kids and to see the smiles on their faces and to hear our vuvale enjoying themselves was most humbling!”

“The staff at the resort are very proud to be a part of the Outrigger vuvale. They enjoy coming to work and engaging with our guests. We are a pro-active employer that always looks after the health, happiness and welfare

of our staff. The carnival was a small way in which we can acknowledge the hard work of our staff,” Peter shared.

The annual carnival is in its third year running and included vouchers for the families to redeem free rides, food and drinks, face painting, clowns, live band as well as a garage and bake sale.

All proceeds from the bake sale and staff stalls will go towards the vuvale community fund for designated projects to assist the community.

Carnival >> 4

Outrigger Fiji kids enjoying the music

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Outrigger Supports Golden Opportunity to Save Fijian Lives

By Talei Tora

Outrigger on the Lagoon – Fiji and the Australian High Commission teamed up to sponsor a community drowning prevention program conducted by three-time Olympic Swim Gold Medalist Shane Gould and her husband Swim Technician Milton Nelms.

Officials from the high commission and the 5-star resort accompanied Gould and Nelms to Tagaqe District School for the swim program.

Acting Deputy Australian High Commissioner Karinda D’aloisio said the high commission was extremely pleased to be a part of a program that teaches people to swim to save their lives. “We are very pleased to support this program which is promoting water safety awareness across Fiji and we are very pleased to be partnering with the Outrigger, Shane Gould and Milton Nelms and we look forward to more cooperation in the future.”

Ms. D’aloisio said the high commission is also working with the Fiji Surfing Association to provide life saving training. “We have one of our Australian volunteers working with that program at the moment; it’s important that we share skills and learn from each other. Australia has a long history of surf life saving and we really believe that we can provide some new skills training to Fijians in this important area,” she added.

Outrigger on the Lagoon – Fiji General Manager Peter Hopgood was equally ecstatic about the program, stating the resort is delighted to be able to invite Shane Gould and Milton Nelms to conduct this program to help our young people on the Coral Coast learn drowning prevention techniques. “Shane and Milt are world-class swimming trainers and to be able to watch them teach our young children at Tagaqe School today was just amazing. If we can save at least one child, then we know that these lessons have become life skills for these children.”

Shane Gould (centre) with children from Tagaqe District SchoolOlympic Gold Medalist Shane Gould teaching Tagaqe District school children

Carnival << From 3

Kids marvel at General Manager Peter Hopgood’s 10kg chocolate raffle Team Rooms celebrate winning the tug-of-war two years in a row

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Two Outrigger Properties Bring Home 2013 IABC Ilima Awards

By Nancy Daniels

Melissa Chang, AdStreamz, Inc.; Nancy Daniels, Robert McConnell,

Kathy Hansberry, Susan Sunderland, freelance writer; Russ Sumida,

AdStreamz, Inc.; and Kapono Ryan, president, IABC Hawai‘i Chapter

Wedded Bliss at the Outrigger Laguna Phuket Beach Resort

By Jim Heather

The recent awards dinner of the International Association of Business Communications (IABC) Hawaii chapter was a fun and, as it turned out, a very rewarding event for the PR and social media teams of the Outrigger Waikiki on the Beach and Embassy Suites® - Waikiki Beach Walk® hotels. It was appropriate that the awards dinner took place in the lofty environs of the newly opened Signature Prime Steak & Seafood restaurant high atop the Ala Moana Hotel as the teams were recognized with two lofty and prestigious Ilima Awards for PR and social media campaigns executed last year.

Outrigger Waikiki on the Beach was recognized with an Award of Excellence for the social media campaign used last year to keep followers informed and engaged throughout the hotel’s renovation and re-launch. Thanks to fun Facebook posts, timely tweets and ongoing monitoring of online travel sites like TripAdvisor, the hotel was able to inform their loyal guests and travel agent partners around the world on their progress every step of the way. General Manager Robert McConnell and social media partners Melissa Chang, Russ Sumida and Susan Sunderland joined me and Kathy Hansberry in accepting the crystal trophy.

IABC also presented Embassy Suites® - Waikiki Beach Walk® with an Award of Excellence for their comprehensive

yoga and wellness communication platform. Last year, Embassy Suites® - Waikiki Beach Walk® launched a new

wellness platform with poolside yoga sessions and an in-suite yoga channel offered to guests free of charge. The campaign also highlighted the resort’s “Wholesome Vacation” package, a partnership with Whole Foods Market that offers guests a unique organic adventure. Emma Wo from our PR agency Bennet Strategic Communications accepted the award on behalf of Monica Salter, Bennet Strategic Communications, and Susan Koehler, director of sales for

Embassy Suites® - Waikiki Beach Walk®.

A special shout-out to our PR agency Bennet Group Communications. The PR pros from the agency walked away with more awards than any other agency that night, including the Best in Show prize awarded to Monica Salter, who won for a very successful communication campaign she implemented last year on behalf of another client.

The prestigious 2013 IABC Ilima Awards dinner celebrated the best communications and PR work done in Hawai‘i in 2012, featuring awards in eight categories from writing to social media to comprehensive PR campaigns. Entries were judged by IABC chapters from across the U.S. mainland.

Outrigger Events Manager Watcharapong Saikaew (Khun Pom) recently coordinated a wedding celebration at the Outrigger Laguna Phuket Beach Resort, the resort’s first!

The Food & Beverage, Housekeeping and Events staff worked in concert to make this a memorable occasion for all in what we hope is the first of many, many more weddings to come.

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Lifesaver ClubBy Ashley Cabradilla

Mahalo to everyone who came out to the OHANA Waikiki East Blood Drive Tuesday, July 30, 2013. With your help, we collected 16 pints of blood, enough to potentially save 48 lives!

To those of you who were deferred, mahalo for your efforts. Please try again! To those of you who were unable to make it to the drive or were deferred and would like to donate at a location most convenient for you, please contact:

Blood Bank of Hawaii

845-9966 or http://www.bbh.org.

Upcoming Outrigger Blood Drive

Embassy Suites® – Waikiki Beach Walk®

Meeting Room #1

Wednesday, November 13, 2013

9 a.m. - 1:15 p.m.

Please contact me at ashley.cabradilla@outrigger.com to reserve a time to donate.

Lifesavers Char Luning and Myra Kuboyama Jojo Cabulera and Kristy Lum

agree that it feels good to give!

“Sinisedi Kada Dia” – Daily HappeningsBy Lisa Lenckowski

Outrigger Guam Resort (OGM) is committed to sharing and embracing Guam’s culture by caring for the environment and preserving the traditions of our island with a sense of enthusiasm.

Outrigger Guam Resort and its Hosts perpetuate Chamorro culture through “Sinisedi Kada Dia” or Daily

Happenings. Our Hosts share with our guests the beauty of the culture by demonstrating cultural activities daily. Every Monday & Thursday, we feature Flower Lei Making; on Tuesday and Friday, we share how to lash an outrigger canoe together, complete with sail; and on Wednesday and Saturday, we show the art of Mwar Mwar making.

Hiyori and Gota Watanabe, OGM guests, and Termi Kottin, OGM Host OGM guests Akiyo and Hikari Kawaguchi with OGM Host Termi Kottin

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Company Services Celebrate a Day at the Beach!By Char Luning

Your Company Services Alaka‘i (CSA) led another special event as part of the Six Paddles Process, celebrating Who We Are and Where We Come From with a Day at the Beach!

The twist this time was a celebration of the places we do business. Reflecting Outrigger’s expansion to the far beachfronts of the world, departments researched one of our seven (current) locations and created a variety of displays using recycled beachmats. Departments were encouraged to have each employee find something that interested them about their assigned location, and to reach out to our global ‘ohana for insights and information.

At the August 2 event, the mat displays were complemented with additional items as well as food and drink samples. Attendees were offered a range of treats from haupia and frozen fruit bars to kokodo (Fijian ceviche) and Thai tea. With beach music, camaraderie and fun awards – a great time was had by all.

Mahalo nui to Kaipo Ho for his stewardship of the Six Paddles Process. And Mahalo to/from your Company Services Alaka‘i: Ashley Cabradilla, Ben Starbuck, Brian Takenaka, Chad Teramae, Char Luning, Danette Bolosan, Danny Wang, Kathy Foley, Kathy Hansberry, Michelle Paiaina-Makua, Napua Ho, Pam Niesz, Sandy Tran, Shilla Lee and Valerie Tanaka.

Day at the Beach >> 8

Sandy Tran and Brian Takenaka • Guam

Char Luning and Lorene Liu-Fajota • Thailand

Danette Bolosan and Milton Lafitaga • Fiji

Jessica Thomas and Val Tanaka • Bali

Jojo Cabulera samples coconut water

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Day at the Beach << From 7

Arhlene Honda, Kelli-Ann Morihara, Joey Fukuoka, Mary Loy, Tania Morrill and Jana Baniaga • Fiji

Sheila Bernardo, Danny Wang, Shilla

Lee and Lisa Tojo Mauritius

Sheila Pike, Thaila Kaikana, Joey Fukoka

and Bert Chock enjoy a Day at the Beach

Napua Ho, PK Kaahanui, Marisa Sakamoto, Louisa Nawatani, Tammy Vergara, Jamie Wong, Desiree Hee, Tom Wakita and Milton Lafitaga • Hawai‘i

We’ll Miss You, Eva and Conso!By Kathy Oyadomari

On Wednesday, August 7, employees of the OHANA Waikiki East (OEH) gathered to bid aloha to Housekeepers Evangeline Dumbrique and Consolacion Ganpong who are retiring after 34 years of service. Bitsy Kelley, Dr. Chuck Kelley, Barry Wallace, Ruthann Yamanaka and Alan Naito expressed their appreciation on behalf of Outrigger Hotels and Resorts for their dedication and contributions. Gifts of aloha and recognition were also presented.

OEH Executive Housekeeper Yuet Oy Au welcomed those in attendance and shared that Eva and Conso will be retiring at the end of month.

Eva has worked in 10 of our hotels over her 34-year career! Besides being a very loyal employee, she is mom to a son and daughter and is looking forward

visiting her daughter in Minnesota soon. In the short-term, Eva plans to keep busy with projects around the house, shopping at Ross, reading and watching Filipino programming.

Conso worked at the OHANA Waikiki West and the Outrigger Waikiki on the Beach, in addition to the OEH. She is known for being quiet but very helpful. She has two children and six grandchildren. She plans to visit family

in the Philippines very soon. Watch out, Macy’s! Conso is ready for some serious shopping!

Yuet Oy said she and her coworkers in Housekeeping are sad to see Eva and Conso retire but are so happy for them.

Best wishes, Eva and Conso, as you begin a new chapter in your lives. We will miss you!

Joselyn Valenzuela, Ruthann Yamanaka, Yuet Oy Au, Alan Naito, Consolacion Ganpong,

Barry Wallace, Evangeline Dumbrique, Bitsy Kelley and Dr. Chuck Kelley

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Enterprises Group’s brands globally; monitors our franchise and companies’ brand programs and compliance; and applies “best practices” within our brands.

Market Development: Vice President Danny Ojiri will continue to oversee the development of the Japanese market, as well as other Asian markets to include Korea and China. The existing employees in the former Japan Sales Department are part of the new Market Development area and will actively collaborate with Mark Simmons and the APAC team as they further develop source market strategies for Asia and Australia.

Pricing and Revenue: Elizabeth Cambra will assume global responsibility for the pricing and revenue function and has been promoted to vice president. In this expanded role, Elizabeth will apply the practices of effective pricing and revenue management in all geographic areas in which Outrigger conducts business.

Corporate Communications: Bitsy Kelley has been recruited as vice president and is responsible for developing and implementing effective communication strategies to key company audiences including current and potential Outrigger investors, third party owners and other stakeholders; leading sustainability and philanthropic initiatives for Outrigger; and oversight of

community affairs. The Corporate Communications Department will be staffed by Bitsy, Public Relations Director Nancy Daniels and Public Relations Manager Kathy Hansberry.

Global Brand Services: This new position will be responsible for ensuring that the content and imagery used in all Outrigger brand portfolio marketing materials (including advertising, digital, trade, promotion, sponsorship, collateral, in-room, etc.) are

Sales & Marketing << From 1

Charlene Goo

Danny Ojiri

Elizabeth Cambra

Bitsy Kelley

aligned with respective brand positioning, integrated, and localized where appropriate. In the interim, the current marketing administration team will support these priorities as we transition.

The Global Marketing structure is effective immediately.

Sales and Marketing function: Hawai‘i Region

The sales and marketing function for Hawai‘i Region (Hawai‘i and Guam) has been consolidated under the oversight of Hawai‘i Region head, Executive Vice President Barry Wallace. This position is responsible for sales management in designated channels, e.g., North America wholesale, military, sports, groups, corporate and in managing field sales and GSAs. This position will also lead the design, implementation and monitoring of annual Sales & Marketing plans for each Hawai‘i and Guam property/business unit in consultation with the property/business unit general managers and the various brand organizations, consistent with directions and guidelines from Global Brand Marketing. This updated position of vice president-regional sales & marketing (Hawai‘i and Guam) has been reposted.

As Charlene assumes her new responsibilities, the Embassy Suites® - Waikiki Beach Walk® and the Holiday Inn® Waikiki Beachcomber Resort will transition to Chuck Shishido’s supervision.

Effective September 1, 2013, Avery Aoki will assume the full-time role as vice president, finance-APAC, reporting to Executive Vice President & Chief Financial Officer Hans Weger with a strong dotted line to Managing Director Asia-Pacific Darren Edmonstone. Avery will begin the transition of the work in brand performance that he started late last year immediately.

Vice President Mark Simmons, Sales & Marketing-APAC, who continues to report to Darren Edmonstone, will continue to develop and implement

initiatives, programs, procedures, protocols to support APAC business goals consistent with directions and guidelines from Global Brand Marketing.

The challenges ahead are many, and the opportunities exciting. Mahalo for your continued support of and partnership with the sales and marketing functions throughout Outrigger.

Chuck Shishido

Avery Aoki

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International Travel << From 1

we allowed plenty of extra time, arriving at the airport three hours early, we barely got to the boarding gate in time for our flight. It took one couple in our party over two and a half hours just to check in on their return flight, departing from Paris’ Charles de Gaulle airport.

On arrival at U.S. ports of entry, there was another delay for processing by Customs and Border Protection officers of the Department of Homeland Security. As a U.S. citizen arriving in Denver, a city with relatively few international flights, it took Linda and me only about 25 minutes to get through, and the officers we spoke to processed us quickly, efficiently and with a smile. Those in the non-U.S. citizen line must have waited over twice that long. Some may have missed connecting flights.

Mechanical delays are inevitable. Bitsy Kelley and her husband Greg Shaw ran into a series of five consecutive airplane mechanical delays and made their connections only by sprinting through connecting airports. Other family members experienced the stress of an in-the-air mechanical problem where the plane needed to turn around and return to the airport from which it had departed.

I am relating these details not to complain, but to help members of our ‘ohana understand what many of our customers go through before they arrive at one of our properties.

I think we should also all be aware that there is a great need for improvement in the travel system if the countries where our properties are located want to get the full benefit of today’s rapid growth in international travel.

In 2012, one billion passengers traveled internationally – a record! If that sounds impressive, compare it with the planet’s population of 7 billion. It’s as though one out of every seven people on earth traveled internationally last year!

For the U.S., international travel produces a trade surplus – it brings in dollars we can use to pay for much of the stuff we import – while most other sectors of our economy register a trade deficit.

David Huether, senior vice president of research and economics at the U.S. Travel Association, said this week, “[As of June,] the growth of travel exports has greatly outperformed that of other industries, which has slowed

considerably in 2013. Travel exports are up 7.1 percent compared to the same point a year ago, a growth rate more than four times faster than the 1.7 percent increase in other U.S. exports. As a result, the travel industry has generated one quarter of the overall increase in U.S. exports so far this year.”

Unfortunately, research shows that long lines and delays at U.S. ports of entry are discouraging overseas travelers from visiting our country. According to Consensus Research Group, “by experience and by word-of-mouth, nearly 100 million overseas travelers are getting the message to avoid travel to the United States – putting at risk $95 billion and 518,900 jobs across the country.”

As I have noted before, one new American job is created for every 33 overseas travelers who visit our country.

The U.S. is competing for these international travelers and is too often losing out to countries that make the arrival experience easier, faster and more pleasant. While the global travel market grew by 52 percent between 2000 and today, the U.S. market share actually fell from 17 percent to 13 percent over the same period.

It will take some time and effort to improve this picture, and much of what needs doing will have to be done in Washington, which is where the policies regarding visa issuance and border controls – about which I have written on many a previous occasion – are made.

Despite this, there are still some things every one of us in the Travel & Tourism industry can do to help make a visit to the U.S. – and to an Outrigger or OHANA hotel wherever one is located – a bit more appealing. And that is those first few minutes when a very tired looking couple or family arrives at curbside, a hotel front desk or restaurant hostess station at one of our properties. They may have been awake since the crack of dawn umpteen time zones distant, and been through the wringer at a series of congested airports.

But all of us who greet them have what I and others have called a few Golden Minutes to give them a smile and the warmth of Aloha, to make them feel special right at the start of their visit. Some extra attention and care will do wonders to help exhausted travelers relax and lighten up for perhaps the first time in hours. It can set the tone for a positive experience for their entire visit.

I know it did for me on my recent trip to France. Let’s do it for all those who visit us.

Long lines in Customs are, unfortunately, customary!