Saturday BriefingPage 1

September 29, 2012 A MESSAGE FROM RICHARD R. KELLEY TO OUR OUTRIGGER ‘OHANA

®

Susan Koehler is SMEI Top Sales Superstar Finalist

By Nancy Daniels

On August 29, Sales & Marketing Executives International (SMEI) Honolulu and Hawaii Business magazine held the 2012 Distinguished Sales and Marketing Awards, honoring Hawai‘i’s top sales superstars. Among the finalists honored at the event was Susan Kaui Koehler, Sales and Marketing Director for Embassy Suites®-Waikiki Beach Walk®. Susan was selected as one of three statewide finalists in the hospitality category for her inspired work and tangible sales success since joining the team at Embassy Suites®-Waikiki Beach Walk®. SMEI is a worldwide organization dedicated to ethical standards, continuing professional development, knowledge sharing, mentoring students and advancing free enterprise. The awards were held at the Sheraton Waikiki with a cocktail hour and dinner banquet. Congratulations Susan, from the entire Outrigger® ‘ohana.

Susan Koehler

Our Newest Certified Front Desk Manager

By Pila Hanson

Congratulations to Amy Honey, currently a Guest Services Manager at the Outrigger Waikiki on the Beach, for attaining her Certified Front Desk Manager designation from the American Hotel & Lodging Association’s Educational Institute! We are very proud of the hard work she put in to obtaining her certification. Outrigger University is dedicated to helping our

managers set their path as future leaders in our company and in the Hawai‘i Hospitality industry.

Amy Honey

Continued on page 7

Tony Del Piano HonoredBy Dr. Richard Kelley

You may have seen this week’s Honolulu Star-Advertiser article highlighting the amazing life of an old friend and former employee, Tony Del Piano. It is such a good piece, and such a vivid reminder of the importance of good hospitality, that we decided to rerun it here in Saturday Briefing. For years Tony was a fixture at the Front Desk of both Outrigger Waikiki on the Beach and Outrigger Reef on the Beach where he greeted every arriving guest and personally took phone reservations from others who wanted to book a return vacation. People from all over the world called to talk directly with Tony. He has the knack of making friends in an instant and literally every guest in the hotel felt like they were receiving special treatment by the Hotel Manager. And they were. As a Hotel Manager, Tony ran a tight ship and kept everything up to standard at all times, even pleasing Roy and Estelle Kelley. That was in the era we sometimes today call “B.C.” – Before Computers! Reservations were handled only by mail or telephone. Before the arrival of Wide Area Telephone Service (WATS) in Hawai‘i, we maintained an office in California to process reservation requests and confirmations. The data was relayed to Honolulu by Teletype or courier. Every morning, when Tony arrived at the Front Desk, he was handed the “traffic sheet,” a piece of stiff paper about the size of a tabloid newspaper, covered with bits of data about the day’s arrivals – number of rooms, departure dates, room type, etc. While standing at the Front Desk and chatting with guests, Tony would match available rooms with incoming guests and jot room numbers onto the traffic sheet. He used a pencil, as there would be lots of changes as the day wore on.

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Saturday Briefing is publishedby 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 Foleyat kathysb@outrigger.com,

via interoffice mail to OEH/HR, or by phone at (808) 921-6957.

© 2012 Outrigger Hotels Hawaii An Equal Opportunity Employer

A Ghoulishly Good TimeBy Kathy Foley

When you open your mouth,Do you worry what will come out?Will it be nothing or something to tout?Do you sweat, lose sleep, legs shaking in sight?Or stand poised and deliver your topic just right?

Excuses, excuses, you know its worthJoin Outrigger Toastmasters on our turfYou won’t regret it, not one darn bitCause you’ll only get better and better at it

Join us for our Outrigger Toastmasters Club

Halloween Open House

Wednesday, October 24 • 12 noon

OEH Lobby Conference Room #2 (former Outrigger Activities Office)

What am I talking about? Public speaking! It’s a necessity to speak and write well, and Outrigger offers you the opportunity to do both in an environment that’s one of learning, friendship and just plain fun. Listen to prepared speeches, off-the-cuff table topics, get to know our club members and enjoy some tasty treats – you won’t regret or forget it!

Employment Opportunities 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 October 5, 2012.

Online Marketing Coordinator (Full-Time)Bachelor’s degree in Travel Industry Management or Marketing preferred. A minimum of two years previous work experience from which comparable skills can be acquired required. Previous experience can be substituted for a degree. A minimum of four years room reservations, revenue coordinator or sales and marketing administration experience is preferred. Must have excellent business writing and communication skills. Ability to communicate in Japanese and/or Korean preferred.

Housekeeper I (On-Call)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.

Outrigger Kiahuna Plantation ResortBuilding Maintenance II (Full-Time)

Must have a minimum of two years experience with interior and exterior maintenance including 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 day and shift.

Happy Birthday!October 10: Jian Gou Xu, Lalaine B. Villanueva, Crystal C. Salavea, Quyen Ngoc Phan, Myra M. Kuboyama, Shun Chi Lee, Warris Ali, Alan Perez, Marilyn Matsunganga and Ricky Evangelista.

October 11: Brandon S. Kimura, Ruby M. Balagso, Grant J. Gutierrez, Ernest Saluda, Xiaoli Zhu, Mary Colleen Heyer, Ululani M. Cho, Priya Darshan, Iliesa Habosi, Nicola Chapman, Baldwin Ugaban and Shane Castro.

October 12: Jean Rolles, Kathleen Y. Yamagata, Scott B. Smoyer, Joel T. P. Pearlman, Isiteri Toge, Silo Tove, Reshmi Naidu, Worapol Kayankarn, Jayne Budai and Khajeephan Odthon.

October 13: Lisa Yoshie Tojo and Amitabh Ram.

October 14: Brandy L. Edsman, Brian R. Bailey, Mohammed S. Khan, Supunsa Promthongruk, Vilma Hawkeswood, John Moreta, Jeff Serrano and Janet Shmull.

October 15: Susan E. Young, Mei Yuan L. Huang, Tereza R. Gapuzan, Judy Yuet Mui Lui, Milyn G. Isidro, Christopher V. G. Kelley, Dietrich D. Chillous, Angelita Padua, Samson S. Palahang Jr., Josefina L. Ader, Carlton R. Young, Solomone Donu, Ameniasi Navukula, Ravikant Mani and Wayne Santos.

October 16: Ramon V. Macadangdang, Gary A. Tachino, Philip Y. F. Wong, Edgar A. A. Ramos, Zhuo Hui Zhao, Kearn Sukisaki, Sara K Tokunaga, Josephine De San Jose and Teresita Hoeck.

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More on our Housekeepers In the last two issues of Saturday Briefing, we’ve featured International Housekeepers Week celebrations. Here are more ways our ‘ohana recognized and celebrated with our “Olympians!”

Outrigger Royal Sea Cliff Housekeepers enjoyed Afternoon Tea with tea sandwiches, muffins, mango and liliko‘i tarts and a wide variety of teas. Everyone had fun playing lots of tailor-made games. The crowning event was the “Fancy Hat Contest.”

Violeta Carnate, Zenaida Mangiduyos, Jocelyn Urayanza, Teresa Cabida, Kaulangi Finau, Surlita Serrano and Lolita Fernandez

Teresa Cabida and Kaulangi Finau

Standing: Barbara Lam, Bruce Schneider, Chuck Shishido, Mila Robiniol, Dr. Chuck Kelley and Erlinda Alonzo. Sitting: Gui Mei Gao, Hui Yuan Liu,

Paz Rosal, Gloria Estabaya, Delia Estacio and Estrelita Sagadraca

Standing: Barry Wallace, Su Xian Zhuo, Zhang Ming Chen, Dr. Chuck Kelley, Siu Fong Kwok, Yee Wan Wong and Bruce Schneider. Sitting: Yue Yan Lan, Janelle Chong, Yuk Hoo Au, Yan Ling Huan, Yan Giao Gao and Daisy Tong

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Barry Wallace sets a good example

Virgie Asakawa

Rey Valencia

Outrigger Employees Strive to LiveWellBy the LivingWell Committee

The convenience of free health services at the OHANA Waikiki East and Outrigger Reef on the Beach over two days was appreciated by close to 400 Outrigger/OHANA Waikiki employees who made it a point to visit Outrigger’s 2012 Wellness Fair last week. This annual event brought together wellness experts who provided blood pressure checks, flu shots, glucose and cholesterol screenings, pulse and tongue diagnoses and massage. Information on acupuncture, Chinese herbs, cancer awareness, dental and eye health was available, as well as on the Hawai‘i WIC (Women, Infants and Children) program, AARP, Honolulu City & County’s Elderly Affairs Division and Kupuna and continuing education. Employees also enjoyed a few Stretching and Zumba sessions! For those who were unable to attend the fair this year, Doctors On Call will accept any Outrigger employee who would like to receive a free flu shot. No appointment is necessary; just remember to bring your Outrigger I.D. A big mahalo to all those who helped to make the fair another successful Outrigger initiative: AARP, American Cancer Society, Christina Kapothanasis, L.Ac., Dipl. O.M., Doctors On Call, Elderly Affairs Division C&C of Honolulu, HBHC, HDS, HMSA, Hawai‘i WIC Program, Kaiser Permanente, Kapi‘olani Community College, Kapi‘olani Women’s Center, Mina Pharmacy, VSP, Waikiki Health Center and Nurhan Enustun. Most of all, thank you to Outrigger for continuing to provide convenient opportunities for us to keep a pulse on our health. Until next year, stay healthy and LiveWell!

Standing: Neal Nakashima, Sal Antonio and Cari CoatesSeated: Karen Wataru,Vicky Manalo, Jerry Dolak, Ester Viloria, Emilio Marlang and Alyssa Bailey

More photos on pages 5 & 6

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Showing the Aloha is Herbert Fernandez Wilkin Choy - “What? I have to eat more vegetables?”

DJ Nash hosts the Outrigger “LivingWell” table

Robert McConnell gets his glucose/cholesterol screening

Sal Antonio - plaque, plaque go away...

Ferdinand Llamas waits for his results

Outrigger Employees Strive to LiveWellContinued from page 4

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Leigh Bulseco listens intently as her pulse is diagnosed

Vincent Lin relaxes under Lynda Borges’ capable hands

Kathys Foley and Oyadomari give the hams a stretch Kyle Richards checking out the plaque situation Joel Fernandez applies a little pressure

Jo-Ann Yonamine and Milites Rock score granola bars at the LivingWell wheel

Outrigger Employees Strive to LiveWellContinued from page 5

Neil Kondo’s blood pressure is in check!

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Tony Del Piano HonoredContinued from page 1

Dr. Richard Kelley and Tony Del Piano chat about the old days in the lobby of Outrigger Waikiki

93 Year-old Retired Hotelier Tony DelpianoRemains Ambassador of Aloha

25 Years After Retiring as an Outrigger Hotels & Resorts General Manager

Delpiano Voluntarily Works the Floor of the Outrigger Waikiki

By Allison Schaefers, The Honolulu Star-AdvertiserMcClatchy-Tribune Regional News

Continued on page 8

All through his shift, six days a week, for many, many years, Tony maintained his cool and sense of humor no matter what happened. He also consistently filled all of the rooms in his hotel. His goal was 100% occupancy every day of the year! Since retiring, Tony has kept active and healthy by taking daily long walks. I often see him on Diamond Head Road during my monthly visits to O‘ahu. Tony has also continued to volunteer as an Ambassador of Aloha and is a staunch supporter of Outrigger. Every Friday you will find him chatting with hotel guests and sharing wonderful stories about the old days in Waikīkī. He embodies what hospitality is all about: welcoming guests and making them feel special. Thank you Tony for your years of loyalty and continued support of Outrigger and the Waikīkī tourism industry.

Sept. 26, 2012--Tony Delpiano, 93, officially retired from his career as a general manager with Outrigger Hotels & Resorts about 25 years ago.

But the charming senior with a ready grin and sharp wit still spends every Friday morning voluntarily working the floor of the Outrigger Waikiki because his mentor Roy Kelley, the founder of the Outrigger hotel chain, told him to keep guests happy.

“Roy Kelley put me here and I listened to him,” Delpiano said from the koa-wood bench where he has carved out his own space in the hotel’s entry. “I talk to people. I ask them if they are having a good time and if there is anything that I can do for them.”

Growing up in Bristol, R.I., the child of Italian immigrants, Delpiano never envisioned spending a lifetime built around a Hawaii hotel career.

“As a kid, I didn’t even know what a hotel looked like,” he said.

Delpiano, who was one of seven surviving children, said that his family struggled to make ends meet.

“I got off at the ninth grade and went to work at a jewelry factory. We were too poor for me to stay in school,” he said.

But the course of Delpiano’s life was changed by war and by love. Three days after the Japanese bombed Pearl Harbor, he enlisted in the Navy and was sent to the Mediterranean, where he served on the destroyer USS Niblack (DD-424).

After the war ended, Delpiano got a job as a bellhop at the Boca Raton Hotel, the property that launched his hospitality career.

“I was the only one they hired because the uniform fit,” he said. “If I had been taller or shorter, I wouldn’t have gotten that job.”

While working at the hotel, Delpiano met the former Barbara Dorsam of Manoa. The couple, who were wed in 1954, have been married 58 years, but Delpiano still refers to his longtime bride as “this lovely one.”

“I had just been to Europe and I was too broke to get home, so I was working in a dress shop at the same hotel,” said Barbara Delpiano.

The couple, who worked across the hall from each other at the Boca Raton Hotel, quickly embarked on the romance that would bring Delpiano to Hawaii.

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“Everybody was talking about Tony,” Barbara Delpiano said. “I couldn’t wait to meet him, and when I did I saw how handsome he was.”

After the two were married, they lived in Florida, where they had their first two of three children. Eventually, they moved to Hawaii where Delpiano started his career with Outrigger as a cashier at the Edgewater Hotel. However, he quickly moved up, going from the Outrigger Reef to the Outrigger Waikiki, the Outrigger East and finally the Prince Kuhio, where he retired as general manager.

“I worked seven days a week when I first started,” Delpiano said.

Kelley and his wife, Estelle, who built the chain alongside her husband, set the bar high, he said.

“He didn’t like computers so we did everything by hand,” Delpiano said. “He didn’t have any neighbor island hotels because he didn’t want to own any that he couldn’t walk through. His managers didn’t sit behind a desk; we were always working the floor.”

While Outrigger employees worked hard, the Kelleys were generous, he said. “One day I came to work and asked to borrow $7,500 from Mr. Kelley so that I could buy a piece of property,” Delpiano said.

Kelley pondered Delpiano’s request over lunch and returned with a check.

93 Year-old Retired Hotelier Tony Delpiano Remains Ambassador of Aloha

Continued from page 7

Delpiano said, “He told me, ‘I guess Christmas came early.’”

Now Delpiano’s weekly visits to the Outrigger Waikiki are a nod to Kelley’s generosity and to his insistence that employees provide personalized service.

“I remember asking him one time why we didn’t get a beautiful mailbox like the Moana,” Delpiano said. “He told me, ‘The mailbox stays under the desk. I want them to ask you where the mailbox is so you can get to know the guests.’”

Delpiano said he learned much about what guests wanted and shared those findings with Kelley.

Delpiano still shares insights with Outrigger Waikiki General Manager Robert McConnell and Chuck Kelley, Kelley’s grandson.

“He’s still a wonderful ambassador for the company,” McConnell said. “A lot of our returnees have come to know him by name, and they look forward to coming back and catching up.”

Current employees, like Stan Daguay, who has worked for Outrigger for 45 years and once worked for Delpiano, also appreciate his weekly visits.

“He remembers names that I don’t even remember,” said the 70-year-old Daguay. “He still acts like he did when he was working. He’s amazing.”

(c)2012 The Honolulu Star-Advertiser

Visit The Honolulu Star-Advertiser at www.staradvertiser.com

Distributed by MCT Information Services

Bebe Spa Community ProjectBy Una Murray

Our September community project was sponsored by the Bebe Spa who coordinated a Staff Medical and Blood Drive.

Above: Shynal Kumar has his blood pressure checkedRight: Ravinesh Reddy has his tooth looked at by the dentist

Blood Drive Reminder

By Kyle Richards

Thursday, October 4, 20129 a.m. – 1:45 p.m.

Embassy Suitesw - Waikiki Beach Walk®

4th Floor Meeting Room #1

Call 921-6543 or email kyle.richards@outrigger.com to make an appointment.

It feels good to give the gift of life!

Brittney Kaaa-Sutton

At one time, my

niece needed a blood

transfusion. The

importance of having

a ready blood supply

really hit home,

and now I make it

a point to donate at

Outrigger’s Blood

Drives.