Pro Bowl Scores For All Hawaii
January 25, 2012 | Hawaiian Airlines Discount Share
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The National Football League’s annual Pro Bowl returns to our island shores Sunday, Jan. 29, a week before the Super Bowl.
Hawaii has been a fabulous host for this all-star contest ever since it first arrived in 1980. Hawaii proved its appeal as participation by the athletes and fan attendance increased dramatically following years of declining interest.
The league’s finest athletes, their families and fans have consistently enjoyed their time in the Islands and the camaraderie of the game. Tourism officials have estimated that 20,000 football fans come to the Islands for the Pro Bowl, filling our hotel rooms and generating revenue for businesses and in taxes. The television coverage, in the days preceding and during the game, has been fantastic, with panoramas of surfing, sunsets and blue skies reinforcing our image as a tropical paradise. The NFL Charities has been generous to our community, donating millions of dollars to nonprofit groups in the Islands over the years.
Hawaii has reciprocated by providing funding for the game through the Hawaii Tourism Authority. In addition, while at the City and County of Honolulu, we joined with the Waikiki Improvement Association and many businesses to launch the Pro Bowl Block Party to expand the game beyond its Sunday date, and we enabled the NFL to use Kapiolani Park and other city facilities for its popular youth football clinics.
This year, four youth football clinics will be held on Oahu, with the final slated for Saturday, Jan. 28 at 10 a.m. in Kapiolani Park.
The Waikiki Block Party will be held Jan. 28, beginning at 4 p.m. This year the Hawaii Lodging & Tourism Association is joining as a sponsor of the party, which draws 60,000 visitors and residents to Kalakaua Avenue for an exciting night of entertainment, great food, appearances by the AllPros and other celebrities, an auction benefiting the Special Olympics and much more.
As we prepare to welcome the All-Pros and fans and enjoy the festivities, there’s a nagging question underlying this event: Will it return to Hawaii?
There’s no question that Hawaii’s success as a site has sparked competition from other cities. Moreover, as the National Football League seeks to strengthen its brand, it’s taking a hard look at the future of the Pro Bowl in the wake of football’s enormous global popularity.
Having played a role in negotiating contract extensions to keep the game in Hawaii over several seasons, there’s no question in my mind that the NFL’s premier post-season classic is a great example of sports tourism that has mutually benefited the league and state of Hawaii.
Even with the new format that has the game preceding the Super Bowl, it’s my contention that this NFL showcase is worth pursuing and for the state to develop a strategy to keep the game here. Even it the Pro Bowl can’t return annually, we should seek to have it come back on a frequent basis, at the very least.
As we did in previous contract extension negotiations, Hawaii should be looking two to three years ahead to preserving our relationship with the NFL, and be proactive and innovative in our dealings with the league to ensure that this three-decade-long partnership does not end for lack of trying.
Visitor Industry Employee Awards
January 18, 2012 | Hawaiian Airlines Discount Share
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Each year for the past 22 years, the Hawaii Lodging & Tourism Association has honored the men and women who provide the exceptional service, professionalism, and aloha that have distinguished the state’s visitor industry from its inception.
This has been accomplished through the annual Na Po’e Pa’ahana (“the hard-working people”) awards program, which recognizes the employees who are the heart and soul of our top industry, tourism, and contribute in so many ways to a strong economy, to their families and communities, and to a better Hawaii.
HLTA member organizations from throughout the islands nominate employees in eight categories:
1) bell/valet person, 2) engineering/maintenance person, 3) food and beverage person, 4) front office person, 5) housekeeper, 6) manager, 7) security officer and 8) outstanding lodging employee. An allied member also is honored.
The top three in each category were announced at the Na Po’e Pa’ahana luncheon held Jan. 13 at Sheraton Waikiki Hotel, and HLTA chairman Kelvin Bloom and I had the pleasure of presenting awards to these terrific people. They are:
Bell/Valet Person of the Year: (first) Ronald Casallo, Service Express Attendant, Westin Maui Resort and Spa, Lahaina; (second) Chad Nakamura, Parking Valet, Royal Hawaiian, Honolulu; (third) Kaimi Kaneholani, Door Attendant, St. Regis Princeville Resort, Princeville.
Engineering/Maintenance Person of the Year: (first) Richard Coloso, Head Irrigator, Grand Wailea, Wailea; (second) Nelson Galano, Engineer 1st Class, Sheraton Maui Resort and Spa, Lahaina; (third) Virgilio Ganal, Carpenter Foreman, Moana Surfrider-A Westin Resort and Spa, Honolulu.
Food and Beverage Person of the Year: (first) Guy Becicka, Bartender, Westin Maui Resort and Spa, Lahaina; (second) Terry Harris, Server, Wailea Beach Marriott Resort and Spa, Kihei; (third) Pilipina Flores, Hostess, Mauna Lani Bay Hotel and Bungalows, Kohala Coast.
Front Office Person of the Year: (first) Hiroe Yanagisawa, Royal Hawaiian, Honolulu; (second) Michelle Aquino, Front Office Agent, Kaanapali Beach Hotel, Lahaina; (third) Brad Momohara, Guest Service Agent, Marriott’s Ko Olina Beach Club, Kapolei.
Housekeeper of the Year: (first) Marylou Raquel, Housekeeper, Hilton Hawaiian Village Beach Resort & Spa, Honolulu; (second) Shufen Ng, Housekeeper, Waikiki Resort Hotel, Honolulu; (third) Cristiana Mamuad, Housekeeper, Outrigger Reef on the Beach, Honolulu.
Manager of the Year: (first) Lynette Eastman, Area General Manager, Aqua Waikiki Wave and Waikiki Pearl, Honolulu; (second) Kelly Zane, Banquet Manager, Sheraton Waikiki, Honolulu; (third) Brendan Tsukiyama, Director of Front Office Operations, Westin Maui Resort and Spa, Lahaina; (Honorable Mention) Virginia De Guzman, Executive Housekeeper, Aston at the Executive Centre Hotel, Honolulu.
Security Officer of the Year: (first) Larry Triplett, Security Officer, Sheraton Keauhou Bay Resort and Spa, Kailua-Kona; (second) Matthew Neely, Security Officer, Sheraton Waikiki, Honolulu; (third) Harvey Keanoano, Safety and Security Officer, Waikiki Beach Marriott Resort and Spa, Honolulu.
Outstanding Lodging Employee of the Year: (first) Masako McCarter, Administrative Assistant to the Controller/Food and Beverage Director, Royal Hawaiian, Honolulu; (second) Roy Yokoyama, Bell Captain, Waikiki Beach Marriott Resort and Spa, Honolulu; (third) Chris Kiaha, Bartender, Beach Bar, Moana Surfrider-A Westin Resort and Spa.
Allied Member of the Year: Bank of Hawaii.
Hawaii’s top employee will be submitted for consideration in the American Hotel & Lodging Association’s Stars of Industry national competition. Hawaii has produced the top employee in the entire nation for three consecutive years; we hope to make it four straight.
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As I have stated before, we can have the best of everything: a beautiful tropical setting and hotels with the plushest of furnishings and every modern convenience.
But all of this would be for naught if not for the thousands of dedicated workers who provide the outstanding service and share the aloha that bring visitors to our shores time and time again. And that’s why we salute the best of the best each year in this welldeserved tribute to their accomplishments.
MUFI’S VISITOR HEROES
Ernesto Estrada
Position: Maintenance Worker
Location: Waikiki Joy Hotel
Maintenance worker Ernesto Estrada makes the long trek from Ewa Beach to the Waikiki Joy Hotel every workday without fail and still manages to arrive at least a half-hour before his shift begins.
That’s typical of Ernesto, who completes his assignments efficiently and quickly, and with little supervision. His calm demeanor makes him an excellent choice in dealing with guests’ concerns or problems. As a key member of the staff, he covers the noon to 8 p.m. shift five days a week, and is the only maintenance worker on duty for half of his workday. Despite the many responsibilities, Ernesto is resourceful and reliable and highly respected by his co-workers.
Ernesto Estrada shares his skills with friends and family outside of work, helping them with household repairs during his free time.
The Sony Open Tourism Swing
January 11, 2012 | Hawaiian Airlines Discount Share
The annual Sony Open in Hawaii tees off Jan. 9 for a week’s worth of great golf competition. Featuring 144 of the world’s top professionals, the Sony Open is an eagerly anticipated event on Hawaii’s sports calendar and one of the most prestigious sporting events in the islands.
The Sony Open is also an example of sports tourism at its finest.
The tournament is a showcase of golf in Hawaii. While the Sony Open is held at Waialae Country Club on Oahu, it reinforces the state’s reputation for outstanding golf courses, from Princeville on Kaua’i to Kapalua on Maui to Mauna Kea on Hawaii Island. Golf is a very popular activity for both visitors and residents, and is a key attraction for our travel industry.
It no doubt draws many visitors, who come to watch the professionals in action and enjoy some golf of their own while they’re here.
The televised Sony Open brings warm, beautiful Hawaii into the dens and living rooms of 450 million homes in roughly 200 countries, including China, according to the tournament organizers. The value of this media exposure is estimated at $100 million in marketing and related economic benefits that help the visitor industry and our general economy.
The tournament has other direct benefits for us. In cooperation with Friends of Hawaii Charities, which is a nonprofit organization headed by business and community leaders, Sony Open in Hawaii generates millions of dollars that underwrite programs and services for women, children and youth, and the needy. The Friends join with Harry & Jeanette Weinberg Foundation, the well-known local philanthropic organization, in this partnership.
Sony Open proceeds total more than $1 million a year, which then goes to more than 100 nonprofit groups. Since 1999, the event and the groups have collaborated to raise more than $11 million for 350 local charities.
An event of this scale takes the involvement of many. I recall when, as mayor, that the City and County of Honolulu was called upon to assist with providing more public parking. We accomplished this feat by enlisting the kokua of park-users to forgo their designated park dates and used those areas for parking. Friends of Hawaii Charities then made a donation to improve one of these heavily utilized public facilities.
We’ll be enjoying the Sony Open on television or in person. We should also recognize that the tournament also requires an army of local volunteers, the support of government and business, and the cooperation of neighbors and so many others. These contributions, however, are handsomely rewarded in the money raised for our local charities, the media exposure we enjoy, and the impact on our tourism economy.
MUFI’S VISITOR HEROES
Troy Boyce
Position: Bellman
Location: Ohana Waikiki Malia Hotel
Bellman Troy Boyce can be called upon to do just about anything at Ohana Waikiki Malia Hotel.
As a bellman extraordinaire, Troy provides the highest standards of guest service. He greets everyone, paying special attention to small children who’ve journeyed far distances to Hawaii. He pampers and sings to them while they wait for their parents to check in. Even in difficult times, Troy maintains a smile on his face and positive outlook in his heart as he steps in to work at the front desk, answer phone calls, assist with housekeeping, man the desk solo and assist in every way possible.
Troy Boyce is a motivator among his coworkers, encouraging them to stay healthy and fit or giving free surfing lessons. He even helps neighbors clean their yards, demonstrating his unconditional aloha for all people.
Going Green Is Good Business
January 04, 2012 | Hawaiian Airlines Discount Share
We all should recycle cans, bottles, newspapers and, after the holidays, our Christmas trees. As mayor, our city team worked diligently to keep the island green, from instituting islandwide curbside recycling to the naming of the manu-o-Ku as our official bird as part of 21st Century Ahupuaa initiative. I knew then that we’d have to pursue an ongoing effort to educate the public to reduce, reuse and recycle.
For the visitor industry, recycling and other “green” practices have become part of everyday operations. For our industry, going green is not only good for the environment, it’s good for business. Most, if not all, hotel properties have adopted conservation and recycling practices, with large properties such as the Sheraton Waikiki and Hilton Hawaiian Village Beach Resort & Spa leading the way for many years.
Some of the more common practices are recycling paper, aluminum, glass and plastic containers, and cardboard. Waste cooking oil is collected and processed into biodiesel fuel, which is used in City and County of Honolulu buses and government vehicles, among others. Wet waste is collected by farmers and processed into pig feed. Green waste is used to make compost. Used furniture and dishware are sold or donated to local charities.
Sophisticated energy management systems control lighting, air-conditioning and other power use. Incandescent light bulbs have been replaced by energy-efficient LED or fluorescent lighting, saving millions of kilowatt-hours of electricity, considering how much lighting is found in your average hotel. Films are applied on windows and doors to cool rooms. Low-flow toilets, showers and faucets reduce water consumption. Some hotels provide fresh towels only upon a guest’s request to trim laundry use.
Some hotels have taken additional steps. Grand Hyatt Kauai, for one, has installed 18,500 square feet of photovoltaic panels to produce electricity. It installed a heat-to-energy conversion system that uses heat from the airconditioner to heat water for rooms, the laundry and pool, saving more than 200,000 kilowatt-hours a year. Exhaust fans in kitchens and pumps for water features all are on timers, saving another 250,000 kilowatt-hours. About 60,000 square feet of grass-covered roofs reduce cooling needs.
Over at Marriott’s Waiohai Beach Club in Poipu, this international corporation is replacing plastic key cards and pens with those made of recyclable material. Aerosols have been eliminated. Biodegradable cutlery and packaging is used at food outlets, and food left by owners is donated to the Kauai Food Bank.
On Oahu, the Aqua Bamboo and Spa, with about 90 rooms, pursues its own green practices. In addition to many of the recycling and conservation techniques practiced by the larger properties, the Aqua saves water by irrigating plants in the late afternoon/early evening period, adjusts timers on lights, saves energy by installing room occupancy sensors and has contracted its elevator maintenance to the original manufacturer to ensure optimal performance.
Kahala Hotel and Resort has in-house composting using worms, created an herb and vegetable garden for its restaurants, landscapes with drought-resistant plants, controls pests using biological methods instead of chemicals, uses environmentally friendly paints for the hotel exterior and guest room interiors, and uses deep-water wells to cool its chiller system. The Kahala also provides lockers and showers for employees who walk, jog or bicycle to work.
The innovative practices adopted by the visitor industry should serve as a model for other businesses and larger institutions across our state. The industry’s leadership and record in this arena demonstrates that commitment and follow-through will lead to well-deserved success.
MUFI’S VISITOR HEROES
Lehualani Castro
Position: Executive Assistant
Location: Hilton Hawaiian Village Beach Resort & Spa
Lehua Castro’s career with Hilton Hawaiian Village began a remarkable 37 years ago.
During this span, she’s worn a number of hats: catering department secretary, secretary to the executive assistant, catering diary clerk, office manager, reservations manager, and executive assistant to the leasing director, the position she’s held for the past 20-plus years. She’s become a mentor and trainer, volunteering to help teach the Hilton service culture program and other courses to the hotel’s 1,800 employees. She demonstrates special dedication to the 100 shop tenants at HHV, earning their praise for her problem-solving and property-management expertise.
Lehua Castro is active in charitable causes, giving a record 44 times to blood drives, and has led Hilton’s participation in the Visitor Industry Charity Walk, Aloha United Way and Hawaii Foodbank campaigns.
HLTA Membership Has Benefits
December 28, 2011 | Hawaiian Airlines Discount Share
Hawaii Lodging & Tourism Association, formerly known as Hawaii Hotel & Lodging Association, may not come immediately to mind when you think about organizations of local industries or professions. But HLTA is one of the largest private business associations in the state, and certainly the largest in the visitor industry.
What began more than 60 years ago as a group of 16 hotels is today a statewide association of 156 lodging properties representing world-renowned companies and bed-andbreakfasts with nearly 49,000 rooms, and 400plus members from other enterprises.
While the lodging sector forms the core of HLTA, the organization today counts among its members a diverse array of companies, public and private organizations, and professionals and individuals with interests in the visitor industry and related businesses.
For members, the benefits of HLTA membership are many. HLTA serves as the voice of the lodging and tourism industry, representing the association before federal, state or county executive and legislative bodies and keeping members abreast of legislation and regulations affecting this sector.
HLTA is an affiliate of American Hotel & Lodging Association, the national federation of lodging associations representing more than 1.5 million rooms in the United States.
HLTA’s education and training seminars enable managers and employees of member companies to gain knowledge on such topics as safety and security, labor relations, workers compensation, and repair and maintenance issues.
The association publishes a pictorial membership directory. It offers exclusive member discounts on lodging, airlines, business services and equipment, car rentals, shipping, prescription drugs and much more. There are discounts for booth space at the wellattended Hawaii Lodging, Hospitality & Foodservice Expo held annually at Blaisdell Center.
Of course, HLTA sponsors the Visitor Industry Charity Walk, which has become the state’s largest single-day fundraiser and a source of much-needed money for local charities. There also are many opportunities for educational partnerships with schools throughout the Islands.
Members participate in general and chapter meetings, programs such as the Na Poe Paahana awards for outstanding employees and social mixers events that are a particularly wellreceived and important benefit of HLTA membership.
“Kaua’i Coffee Company is very proud to partner with the HLTA in promoting diversified tourism on Kaua’i and throughout the state,” sales and marketing manager Marty Amaro says.
“As an allied member, we’re able to utilize a tremendous network of resources as we market the Kaua’i Coffee Company brand, our Kaua’i Estate Visitor Center, agri-tourism, and ultimately the Garden Island itself. Working with the HLTA has proven to be a winning strategy and we’re looking forward to building on that success in the years to come.”
Jan Lee, owner of AAA Quality Services, says, “We’ve been in business in Hawaii since 1983. I was recently counting my blessings for continued business all these years, and I realized that many of my loyal customers I met during Hawaii Lodging & Tourism Association functions. As a 20-year member, we can surely say you’ve given us many opportunities to network, meet other professionals and have fun.”
Donald Yannell, senior vice president and area manager of First Hawaiian Bank’s Waikiki branch, offers another perspective:
“Being a member of the Hawaii Lodging & Tourism Association gives one a firsthand look at the visitor industry. We realize that the visitor industry is not only a Waikiki thing; it’s state of Hawaii thing. We see local people work and succeed in the industry in all levels of employment.
“The benefit: HLTA allied members look differently at our visitors.”
Sanj Sappal is area vice president-Hawaii/Guam for Securitas Security Services USA and one of the HLTA’s staunchest supporters.
“The Hawaii Lodging & Tourism Association has been the best conduit for relationship-building,” he says. “I’ve been a member for close to 20 years, which pretty much expresses my overall satisfaction with HLTA. The contacts and relationships developed have been maintained and nurtured over these years, and have translated into business or at least a foot in the door ...
“Getting to know someone new is what it’s all about and how relationships develop. This is one of the main reasons I’ve been a proud member for so many years.”
HLTA brings countless benefits to its members, and none more so than long-term relationships in an ever-changing industry. For a business providing a service or product to the visitor industry, or for anyone with a connection to travel and tourism, membership in Hawaii Lodging & Tourism Association is worth serious consideration.
For information, visit HLTA’s website at hawaiihotels.org or contact membership director Karen Nakaoka at 923-0407 or .(JavaScript must be enabled to view this email address). .(JavaScript must be enabled to view this email address)
MUFI’S VISITORHEROES
Sheryl Tadaki
Position: Senior Reservations Agent
Location: Hyatt Regency Waikiki Beach Resort
A winning personality earned Sheryl Tadaki a job at Hyatt Regency Waikiki Beach Resort and Spa 30 years ago, and it’s continued to mark her career to this day.
Sheryl’s eagerness and determination found her first as an on-call floater for the personnel department and then at reservations, where she’s made her mark, and a significant one at that. As a senior reservations agent, she was instrumental in the resort’s successful adoption of a new reservations management system, taking on the complex system with characteristic enthusiasm. Sheryl then used this new system to improve her efficiency in handling bookings of group tours from Japan and to accommodating the dozens of airline flight crews who stay at the Hyatt. Her problem-solving skills and take-charge attitude have made her an invaluable employee and a respected professional by coworkers and clients both.
Despite the demands of her job, Sheryl always found time to support her son in his school activities.
Christmas No ‘Humbug’ For Hotels
December 21, 2011 | Hawaiian Airlines Discount Share
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Visitors love our islands during the winter, flocking to Hawaii to escape the frigid climates of their homes and to bask in the sun and warm aloha of our people.
While a Hawaii vacation alone would be a memorable Christmas gift for any traveler, our hotels do everything they can to make the occasion all the more special for anyone entering their doors.
Hotels across the state are decked out in their Christmas finest, and it would be worth a trip to see what a terrific job they do this time of year. In addition, most have Christmas-themed festivities for guests and residents alike.
On the North Shore, Turtle Bay Resort again organized its Lighted Cart Parade Dec. 11, which featured employee teams competing to decorate golf carts with a Christmas theme.
The post-parade festivities included an appearance by Santa Claus, and a Festival of Trees with the trees decorated by elementary school students.
Turtle Bay employees also reminded us of the meaning of Christmas by collecting items needed for shelter residents during the year and cosponsoring a special holiday meal that fed more than 1,000 less-fortunate people on the North Shore.
On Kauai, Mayor Bernard Carvalho Jr. led the opening of Waimea’s first-ever tree-lighting ceremony.
This event, which will become an annual date on the community calendar, was sponsored by Aston Hotels and the West Kauai Business and Professional Association. Chairwoman Penny Young and the organizers were so thrilled by the response
that organizing committee members are already talking about caroling, photos with Santa, crafts displays and more for next year.
Dec. 17 brought the annual Waimea Christmas Parade, where Aston Hotels, Grove Farm, Kauai Coffee and the County of Kauai partnered to celebrate Christmas with floats, and candy and gifts to the thousands of people who came from across the Garden Island to enjoy the spirit of the occasion. The Waimea festivities included crafts, food booths and entertainment throughout the town during and after the parade.
On Maui, the Grand Wailea created a full slate of holiday activities, which included the “Shared Holiday Celebration” with plenty of food, music and prizes, and a portion of the proceeds benefiting next year’s Visitor Industry Charity Walk.
The resort scheduled a holiday concert with the Maui Youth Philharmonic Orchestra, showcased a Gingerbread Village display produced by its culinary team, sponsored art exhibits, will hold a brunch on Christmas Day, and cap it with a Dec. 30 “Divas Holiday Night Out” for the ladies.
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On Hawaii Island, Mauna Lani Bay Hotels and Bungalows filled its lobby with Christmas trees decorated by local nonprofit organizations. Nearly 40 groups, ranging from canoe clubs to elementary schools to social service agencies, are vying for cash prizes ($2,000 to the winner!), as judged by guests and residents who submit $1 ballots. Those donations are divided among the participating organizations, except for the top three winners who receive their cash prizes from Mauna Lani.
These Christmas celebrations, represented in many places and in many forms, are another expression of how the visitor industry is an important part of the holidays and a part of the community.
MUFI’S VISITOR HEROES
Marlene Morimoto
Position: Service Coordinator
Location: Pacific Beach Hotel
Service coordinator Marlene Morimoto has never missed a day of work during her more than 10 years with Pacific Beach Hotel. In fact, she even comes in to cover for co-workers when they’re unable to work.
Marlene is the mainstay of the hotel’s Aloha Center Café. Although the café is self-service, she never hesitates to bring a customer’s order to his or her table. She remembers guests’ names and pleases one and all with her demeanor and professionalism. Marlene also is noted for the respect she’s earned from employees under her supervision and from management.
Charley Sayles, assistant restaurant operations manager, describes Marlene as an “irreplaceable employee who shows the real meaning of aloha.”
The Charm Of Honolulu City Lights
December 14, 2011 | Hawaiian Airlines Discount Share
Thousands of people packed the front lawn of City Hall and lined King Street Dec. 3 for the annual Honolulu City Lights and Public Workers Electric Light Parade, which has delighted young and old alike for 27 years.
Two weeks earlier, folks on the Windward side enjoyed their own City Lights festivities in downtown Kaneohe, while on Dec. 10, residents of West Oahu celebrated Kapolei City Lights with a tree-lighting ceremony and parade.
City Lights has grown and evolved since it was created by Honolulu Mayor Frank Fasi nearly 30 years ago. His successor, Mayor Jeremy Harris, expanded the event to Kapolei Hale in recognition of the growth of that region. And during my term in office, I created the Windward City Lights festivities to bring Christmas cheer to residents from Kailua to Kaneohe and beyond.
Today, thousands of people take in the tree-lighting ceremonies and parades, while thousands more, including busload after busload of excited children, will visit the displays of trees, wreaths and holiday decorations in Honolulu Hale and the Fasi Civic Center grounds, open all day to 11 p.m. until Jan. 2.
On Kauai, the county hosts the Festival of Lights at the Historic County Building. This year’s event, which Kauai Mayor Bernard Carvalho Jr. opened Dec. 2, marks the 15th year of this holiday celebration. The Lights on Rice Parade, music, art, decorations and a host of other activities have all become part of this event, which I know attracts many people to the color and pageantry of Christmas, Kauaistyle. The festival is open every Friday, Saturday and Sunday from 6 to 8 p.m. until Christmas Eve.
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After so many years, Honolulu City Lights and other celebrations have become must-sees for residents, and another reason to visit for many travelers. Among those attending the treelighting and parade or strolling through Honolulu Hale for the tree and wreath displays, are visitors from all over the world, many of whom make special plans to enjoy the spectacle of an island-style Christmas celebration.
Having met and spoken to a great many of them during my time at City Hall, I know how much they enjoy what we have to offer. They come from all over the Mainland, Japan and elsewhere, many of them surprised to see that we have one of the best celebrations around. In my capacity with the hotel industry, I hear how our holiday attractions draw visitors to our shores at this time of year.
The holidays are a time of gratitude, and I used the annual City Lights celebrations as opportunities to show our appreciation to those who uplifted and inspired us. Joining my wife Gail and me onstage for the ceremonial lighting of the Christmas trees have been the late Mayor Fasi and wife Joyce, U.S. Sen. and Mrs. Dan Inouye, the late Chief of Police Michael Nakamura, the University of Hawaii’s Sugar Bowl football team, the late Council Chairwoman Barbara Marshall, veterans of the Iraq conflict and others. It was a first-time experience for Inouye, while Fasi told me it was the first time he had been part of the ceremony since leaving office.
No people deserve more appreciation than the city workers, volunteers, Friends of Honolulu City Lights and business sponsors who make this possible. They work tirelessly throughout the year to ensure the success of these events.
Christmas is my favorite time of year because of festivities like these. It’s a time of giving and sharing, and I take so much joy in seeing the looks on the faces of family especially the children, friends and strangers alike as they celebrate Christmas and all that it represents.
MUFI’S VISITOR HEROES
Linda Higa
Position: Maintenance Person
Location: Waikiki Parc Hotel
Linda Higa wears two hats as the engineering department’s administrative assistant and maintenance person for Waikiki Parc Hotel.
When she dons her administrative assistant’s cap, Linda handles the department’s scheduling, payroll, purchasing and work-order functions. But Linda also puts on a hard hat to respond to emergency repairs, paint guest rooms and other areas of the hotel, or help her boss replace a burntout sewer pump. She’s even been known to climb into ceiling crawl spaces to insert cables and wiring and not just because she’s the only one tiny enough to fit in those narrow places.
Linda has earned numerous commendations over the years for her performance. She participates in hotel activities and the Visitor Industry Charity Walk and Aloha United Way. She’s done the Honolulu Marathon, is a regular on the Great Aloha Run, is a registered bone marrow donor, and still finds time to bake cakes and other treats for her coworkers.
Benefits Of Strong Visitor Industry
December 07, 2011 | Hawaiian Airlines Discount Share
There’s no denying that Hawaii’s visitor industry makes invaluable contributions to the island economy in terms of employment, salaries, tax revenues and other ways. What’s often overlooked is the support the visitor industry provides to the community.
This support takes many forms: employee involvement in community service, cooperative educational programs between hotels and schools, and projects involving Hawaii Lodging & Tourism Association members and charities, to name a few.
But the largest and most extensive support comes through the annual Visitor Industry Charity Walk, held each May across the state.
This past May, nearly 11,000 participants on five islands “put their best slippahs forward” for the Charity Walk, which marked its 33rd year. The walks were held on three consecutive Saturdays beginning May 7, with Molokai first, Hawaii, Kauai and Maui second, and Oahu last.
Oahu raised $382,000 this year. The other totals for 2011 were Big Island, $161,000; Kauai, $137,000; Maui, $470,100, and Molokai, $5,000. The funds support local organizations engaged in charitable work, meaning the funds raised on Oahu stay here. More than $23 million has been raised statewide during the lifetime of the Charity Walk.
This year’s overall walk was chaired by Kelvin Bloom, president of Aston Hotels & Resorts, who says, “It’s an unprecedented outpouring of kindness and kokua that exemplifies our aloha spirit. A big mahalo to all of the thousands of folks who participated and gave so generously, especially considering the tough economic times.”
Dennis Brown, president and CEO of Big Brothers Big Sisters of Honolulu, says, “The Charity Walk has been a consistently significant contributor to Big Brothers Big Sisters of Honolulu’s after-school mentoring programs for children and youths. We are grateful for the support of the visitor industry community which helps us make a meaningful impact on children.”
Donna D. Fouts, executive director of the United Cerebral Palsy Association of Hawaii, says, “In these economically challenging times ... it is so wonderful to have a Hawaii event like the Visitor Industry Charity Walk that is focused on giving back to our local community. The funds ... have gone a long way in helping United Cerebral Palsy provide quality of life for those with disabilities. ... UCPA has additionally enjoyed walking as a group each year in this fun and festive event.”
Organizations receiving funding this year include Abilities Unlimited;
Alcoholic Rehab Services of Hawaii (Hina Mauka); Aloha Council of Boy Scouts; Aloha Independent Living Hawaii; Alzheimer’s Association; American Diabetes Association; Animal Care Foundation; Armed Services YMCA; Assistance League of Hawaii; Assistive Technology Resource Centers of Hawaii; Bernice Pauahi Bishop Museum; Big Brothers Big Sisters of Honolulu; Community Assistance Center; Convoy of Hope; Damien Memorial School; Friends of Missing Child Center Hawaii; Girl Scouts of America; Hawaii Agricultural Foundation; Hawaii Autism Foundation; Hawaii Fi-Do Service Dogs; Hawaii Friends of Justice and Civic Education; Hawaii Meals on Wheels; Tax Foundation of Hawaii; Honolulu Police Department; Hospice Hawaii; JapanAmerica Society of Hawaii; Jefferson Elementary School; Kalihi-Palama Health Center; Lanakila Pacific; Library for the Blind & Physically Handicapped; and Love A Cat Charity.
Also: Mental Health Kokua; Moanalua Gardens Foundation;
Moiliili Community Center; National Kidney Foundation of Hawaii; Outrigger Duke Kahanamoku Foundation;
Pacific Historic Parks; Pacific Region Baseball; Partners In Development Foundation; People Attentive to Children;
Project DANA; Rainbow Aquatics Swim Team; River of Life Mission; Ronald McDonald House Charities of Hawaii; Special Olympics Hawaii; St. Francis Healthcare Foundation of Hawaii; Surfrider Spirit Sessions; Talk About Curing Autism Hawaii; Children’s Alliance of Hawaii; Hawaii Law Enforcement Memorial Foundation; Salvation Army Hawaiian and Pacific Division; TJ Mahoney and Associates; Ukulele Festival Hawaii; United Cerebral Palsy Association of Hawaii; United Service Organizations; USS Missouri Memorial Association;
Visitor Aloha Society of Hawaii; Waikiki Community Center; Waikiki-Kapahulu Library; Women In Need; YMCA of Honolulu; and YWCA of Oahu.
The 2012 Charity Walk will be held Saturday, May 12, on Hawaii island, Kauai and Maui, and May 19 on Oahu. Chairman will be Gerard Gibson, area vice president/managing director of Hilton Hawaiian Village.
MUFI’S VISITOR HEROES
Asterio Cabulera
Position: Housekeeping Utility
Location: Pagoda Hotel and Restaurant
Asterio Cabulera doesn’t do his job at Pagoda Hotel and Restaurant with flash or fanfare. Rather, this quiet and humble man does his work with consummate skill and dedication that makes the property shine and guests happy.
As a housekeeping utility employee, Asterio’s day begins at 4 each morning. He first cleans the public areas and then helps the graveyard crew with their work. He follows that with whatever the cleaning schedule requires, plus handles everything the property’s daily operations require him to do. In his 30 years with Pagoda, Asterio has received nothing but compliments from guests and coworkers alike, attesting to his professionalism and sterling work attitude.
His supervisor, executive housekeeper Yodie Mizukami, says Asterio Cabulera and others like him “make a huge difference when it comes to servicing a guest, creating memories for the traveler if only to extend a smile, or lending a helping hand to assist with the property’s morale and being nice to his coworkers.”
Hawaii Hotels In Elite Company
November 30, 2011 | Hawaiian Airlines Discount Share
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Two of Hawaii’s many fine hotels Waimea Plantation Cottages and Grand Hyatt Kauai Resort and Spa have been honored by Fodor’s, the prominent publisher of international travel and tourism information, in the firstever Fodor’s 100 Hotel Awards.
The two hotels, both on Kaua’i, were among 100 properties in the entire world to be evaluated and selected by Fodor’s editors and writers.
Waimea Plantation Cottages, headed by general manager Stephanie Iona (husband Charles is security chief, making it a family affair), is one of 13 properties named in the “local flavor” category. Fodor’s stated that properties in this category “specialize in conveying authentic and locally relevant experiences around the globe. From horse ranches to cave hotels to mountainside chalets, these lodgings may introduce you to a new way of living, but in a manner that will make you feel completely at home, no matter where you are in the world.”
Those unfamiliar with the charming Waimea Plantation Cottages need only picture a time in Hawaii’s recent history when sugar plantation camps dotted the Islands. At Waimea, on Kauai’s West side, guests stay in reconstructed plantation cottages originally built in the 1900s. Coconut trees and an isolated beach enhance the old-time ambience of this destination.
The 55 cottages have porches, plantation-era furnishings, modern kitchens and cable TV, while a restaurant, spa, pool, museum, business center and other amenities are on the grounds. Waimea Plantation Cottages are at 9400 Kaumualii Hwy. (waimeaplantation.com).
Grand Hyatt Kaua’i, meanwhile, was one of 16 hotels selected for recognition in the “trusted brand” category. According to Fodor’s, “Some travelers crave the comforts that come from staying at a well-known hotel chain. The experiences are similar, no matter where your journeys take you, which can be a welcome reprieve in a far-flung land. But there are standouts even within the familiar brands. With perks like Michelin-starred restaurants, locally inspired spa treatments, and starchitect design, these 16 properties raise the bar on the cookie-cutter mold.”
Under the direction of general manager Doug Sears, Grand Hyatt Kauai lives up to its name, with spectacular views, lush grounds, golf and tennis, spa, dining, every imaginable water activity, conference facilities and other features expected of a FourDiamond hotel (grandhyattkauai.com).
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Fodor’s recognition of these two Hawaii hotels was well-deserved, a reflection of innovative management and the professionalism and dedication of a top-notch staff, developed over many years of successful operation. Other properties in Hawaii have made, and will make, the must-visit lists of other publications and travel writers.
But, in a larger and more significant sense, it demonstrates how skillfully Hawaii’s visitor industry competes against destinations elsewhere in the world. The 98 other properties on Fodor’s list are in cities and nations all over the globe. More to the point, we just hosted the Asia Pacific Economic Cooperation summit, where international attention was focused on the work of President Obama and foreign leaders. We proved we were up to this enormous task.
The simple fact that Hawaii has received this recognition tells us that our visitor industry is not only strong, but smart and sophisticated and able to compete against the best of the best anywhere in the world.
MUFI’S VISITOR HEROES
Enrique Curameng
Position: Engineer/Maintenance Person
Location: Ala Moana Hotel
Island: Oahu
Engineer/maintenance person Enrique Curameng is described as a “tireless force” who “shows no sign of stopping,” making him an invaluable member of the Ala Moana Hotel staff.
Enrique is first on the scene for any problem, tackling his daily responsibilities with energy and vigor that few can match. With 40 years of hotel experience, this skilled tradesman handles the electrical requirements of the hotel, including overseeing emergency power sources. During a recent renovation of rooms and public areas, he enabled Ala Moana Hotel to coordinate outages of major equipment systems without sacrificing the comfort of guests. Always bringing a warm smile to everything he does, Enrique is the consummate professional and a huge asset to the property.
Enrique Curameng devotes his free time to Little League baseball, even accompanying the Waipio team to the 2010 World Series, and is active in his church.
Was APEC Really Worth It?
November 23, 2011 | Hawaiian Airlines Discount Share
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One of my favorite moments as mayor was receiving word in November 2009 from the White House and State Department that Honolulu had been selected to host the Asia Pacific Economic Cooperation summit. I remarked at the time that it was an early Christmas gift for the county, state, East-West Center and business partners who had worked hard to craft our bid.
With APEC now behind us, it’s time to reflect on the event while it’s still fresh in our minds.
The most important question is, was APEC worth it?
Some people are arguing that APEC wasn’t worth the effort. They say:
* Security requirements snarled traffic into Waikiki and closed freeways during motorcades, inconveniencing motorists.
* The anticipated revenue will fall far short of the projected $123 million.
* Instead of a bump in activity, many businesses actually suffered because delegates did not shop and dine as much as expected and local folks stayed home to avoid traffic. Ala Moana Center and local restaurants reported slower-than-normal business.
* The Neighbor Islands didn’t enjoy an increase in APEC-related visitors. While those are legitimate concerns, I believe APEC was worth our investment of time and resources. To wit:
* We demonstrated that we can be a great place to vacation, do business and invest, and conduct international diplomacy at the highest levels, as APEC and Secretary of State Hillary Clinton’s three visits to date have shown.
* Our ability to host the APEC heads of state laid to rest the widely held perception that Hawaii is nothing more than sun, sand, sea, surf and the spirit of aloha.
* We reinforced Honolulu’s standing as one of the safest big cities in America, a key point we made in our APEC proposal. Kudos to the Honolulu Police Department and our first responders for their invaluable contributions and collaboration with the Secret Service and other federal and foreign security agencies.
* The international focus on our Islands was tremendous, as reflected in President Obama using the gathering as an opportunity to sign into law a measure to ease visa restrictions between APEC members and commit to another proposal to stimulate travel.
* While it’s a stretch to say we reached the $123million revenue projection, hotels on Oahu did very well and other business surged during the weekend, meaning that we generated much-needed revenue and helped our economy.
* The Hawaii Convention Center proved its worth, as did other meeting facilities in Waikiki, Ko Olina and elsewhere.
* We invested money to beautify Waikiki and the Nimitz corridor, which will benefit residents and visitors alike for many years to come. The key now is ensuring government is committed to maintaining the improvements and protecting our investment.
So what’s next?
* Host Committee chairman Peter Ho and executive vice chairman Tim Johns did an excellent job in providing the deft local leadership that enabled us to pull this off. What we need to do next is establish a post-APEC committee that could bring the private and public sectors together to follow up on opportunities and pursue events of similar significance.
* We can refine the APEC model by building in more ways to increase retail and related business activity, promote preand post-event travel to the Neighbor Islands, and continue to showcase our many assets in the areas of education and training, science and technology, renewable energy and so forth.
* We must find ways to capitalize on the news media, other than providing traffic reports. With so many international journalists reporting on this event, there should have been more opportunities for our people to tell our story to an international audience and to explain to the public the significance of the APEC talks.
In athletics, followthrough is essential to success. The best athletes pitchers, batters, scorers, rebounders, passers, golfers, what have you always follow through. That’s the challenge we face in the wake of APEC. We’ve been given a gift; let’s make the best of it by following through on the opportunities now before us.
Mahalo, President Obama, for selecting Hawaii for this honor.
And speaking of gratitude, Happy Thanksgiving, Hawaii nei.
MUFI’S VISITOR HEROES
Timothy McDonough
Position: Server
Location: Halekulani
Tim McDonough is a one-of-a-kind employee at the Halekulani. Always dependable, outgoing, positive and energetic, this in-room dining server is always coming up with new ideas to better serve guests, improve the workplace and support coworkers.
What’s even more impressive is that his work at the hotel is one of two full-time jobs: Tim also is the night manager at The Breakers hotel.
Tim has been with the Halekulani since 1993. He’s known to take new employees under his wing and teach them the hotel’s standards of service. He customizes service to meet a guest’s needs, taking special care to remember guests’ names and preferences, and going out of his way to provide a personal touch to the Halekulani’s accommodations.
If two jobs weren’t enough, Tim also is a devoted father and volunteers with a program that helps the homeless.
Unique Island Treats Go Global
November 16, 2011 | Hawaiian Airlines Discount Share
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The past weekend found me in beautiful Naalehu, on the southernmost point of the United States. I was there for a couple of events: the Ka’u School of the Arts festival, a celebration of the artistry and creativity of the members of this tiny community, and the groundbreaking for the Ka’u Family Health Center, a project that brought neighbors together to make this goal a reality.
Naalehu holds a special place in my heart because I lived there in the late 1980s when I worked for C. Brewer and Company. One of the early discoveries I made as I familiarized myself with Brewer’s holdings was the excellent sweetbread being produced at the company’s Sea Mountain Resort in Punaluu. While the sweetbread was being enjoyed by many residents in the area, I thought it could appeal to a much wider market.
That prompted me to discuss with Brewer executives J.W.A. “Doc” Buyers and Marvin Tilker a proposal to establish the Punaluu Bake Shop and Visitor Center. The Punaluu Bake Shop and Visitor Center opened in Naalehu in 1991, constructed on company property where I also resided.
Twenty years later, this enterprise continues to do well very well as a matter of fact.
When I returned to Naalehu the other day, my old friends and buddies couldn’t wait to take me back to the shop where I had spent so much time. Current owner Duane Kurisu and his company have transformed the business.
The center has expanded considerably and now serves a variety of plate lunches, sandwiches and bakery treats, and offers gazebos for outdoor dining on four acres of landscaped grounds. Of course, the sweetbread that made it famous still ranks high on the menu of popular treats and can be ordered locally and on the Mainland (http://www.bakeshophawaii.com).
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Twenty years ago, visitors used to whiz through Naalehu on their way from Volcanoes National Park to Kailua-Kona, or vice versa.
Maybe they’d make a stop at South Point or buy gasoline at Waiohinu. But the center staff tells me that nowadays an estimated 200,000 people visit the center annually.
That’s a remarkable figure, which is a testament to the quality of an excellent product that’s unique to the Hawaiian Islands, as well as a testament to the power of the visitor industry in “spreading the word” about a particular island treat to people all over the world. You can probably name a number of these treats: Kauai Kookies ... Leonard’s Bakery malasadas ... Mountain View Bakery stone cookies ... Tip Top Motel & Café cookies… Home Maid Bakery’s crispy manju ... Matsumoto Shave Ice ... Big Island Cookies ... Kitch ‘n Cook’d Maui Potato Chips ... Tasaka Guri-Guri ... Char Hung Sut’s manapua ... Nisshodo’s mochi ... Atebara potato chips ... Kanemitsu Bakery & Restaurant’s Molokai bread ... and Liliha Bakery’s coco puffs, among them.
These businesses that began as mom-and-pop operations and remain so, and which became island institutions, are joined by restaurants, food growers and producers, and other enterprises that not only make Hawaii a unique place for cuisine and food, but contribute to our economy as well.
It was great to see old friends and make new ones during my return to Naalehu. It was also great to see that the Punaluu Bake Shop and Visitor Center has thrived, and that its sweetbread, once known mostly to the folks of Ka’u, has blossomed into a product that continues to attract residents and visitors alike to this special corner of the world.
MUFI’S VISITOR HEROES
Elmer Ancheta
Position: Front Service Clerk
Location: Sheraton Waikiki
At the Sheraton Waikiki, front service clerk Elmer Ancheta’s nickname is “MacGyver” for all the tools and gadgets he carries to fix things.
But Elmer usually relies on his wits and initiative to help guests with their problems, to wit: When two visually impaired, elderly guests appeared lost and needed directions to the hotel’s catamaran, he escorted them to the boat, met them when they returned, and even helped them back to their rooms. When a Japanese tourist forgot her handbag in a cab, Elmer promptly called company after company in order to find the taxi and return the purse. He even helped a soldier in uniform mend his torn pants by calling on the services of the hotel seamstress.
Elmer Ancheta lives by three simple rules: Go through life smiling, have fun and love what you do. That’s why he is his department’s “Ambassador of Aloha” and a model for co-workers.
Lots Of Heroes In Visitor Industry
November 09, 2011 | Hawaiian Airlines Discount Share
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Nancy Gorospe and Brian Hunnings of the Moana Surfrider ... Chizu Burmeister of the Waikiki Beach ... Roy Robins of the Royal Hawaiian ... Roldan Blando of Marriott Ko Olina ... Raul Herrera, Princess Kaiulani ... Julie Manuel, Hilton Hawaiian Village ... Barbara Brandvold, Hyatt Regency ... Troy Hiura, Outrigger Waikiki on the Beach ... Tammy Omoso, Ilikai ... LeeAnn Lee, Best Western Coconut Waikiki ... Paul Dun, Aqua Island Colony ... Alan Oku, Sheraton Waikiki ... James Asuncion, Best Western Coconut Waikiki ... Robin Zukeran, Marriott Waikiki Beach.
If these names sound familiar to you, it’s because we’ve featured them as “Tourism Heroes” on the pages of MidWeek. Maybe they’re members of your family. Maybe they’re your neighbors or former high school classmates. Or maybe they’ve greeted or helped you when you visited their workplaces.
These are the men and women who are the lifeblood of Hawaii’s economic engine, tourism. They are the heart and soul of the visitor industry, the people who make our hotels and lodgings hum, who serve and help guests, and who enable us to compete year after year against destinations across the globe.
For the past 21 years, the Hawaii Lodging & Tourism Association, through its Na Poe Paahana (“the hard-working people”) awards program, has honored those individuals who’ve demonstrated the exceptional service, professionalism, and aloha spirit that distinguish our industry. Member organizations from throughout the Hawaiian Islands nominate employees in eight categories: (a) bell/valet person; (b) engineer/maintenance person; (c) food and beverage person; (d) front office person; (e) housekeeper; (f) manager; (g) security officer; and (h) outstanding lodging employee.
Nominations closed at the end of September, and the Na Poe Paahana winners will be recognized at a gala awards luncheon on Jan. 13 at the Sheraton Waikiki.
The first place winners in the Na Poe Paahana outstanding lodging employee and top manager are submitted for consideration for the American Hotel & Lodging Association’s Stars of Industry program. Just so you know how exceptional Hawaii’s employees are, consider that Nancy Gorospe and Brian Hunnings, fountain dispenser and manager at the Moana Surfrider-A Westin Resort & Spa, respectively, were the nation’s top employees in the AHLA’s large property (301 rooms or more) category.
This was the third consecutive year Hawaii produced the top employee; the 2010 recipient was Leticia Gamiao of the Aqua Waikiki Wave and the 2009 honoree was Buster Civerolo of the Waikiki Beach Marriott Resort & Spa.We can have the best of everything: a beautiful tropical setting and hotels with the plushest of furnishings and every modern convenience.
But all of this would be for naught if not for the thousands of dedicated workers who provide the service and share the aloha that bring visitors to our shores time and time again. And that’s why we salute the best of the best each year and provide well-deserved recognition here in MidWeek.
Richard Kelley: A Legend In Tourism
November 02, 2011 | Hawaiian Airlines Discount Share
If you were asked to name the leaders of Hawaii’s visitor industry, to identify the hoteliers who had the courage and vision to take the risks and make the investments in our future, whom would you choose?
Dr. Richard R. Kelley, without a doubt, comes to mind.
Known to friends and associates affectionately as “Doc” Kelley, he took over a family-owned hotel business founded by his parents, Roy and Estelle. The local-born Kelley is a graduate of Punahou School, Stanford University and Harvard Medical School, established a medical practice and taught at the University of Hawaii. But he eventually found himself immersed in the hotel business to the point that he joined the company full time in the early 1970s.
He excelled as a hotelier, strengthening the Outrigger holdings in Waikiki. And in collaboration with his son-in-law, David Carey, this local company moved into new neighbor island markets and throughout the Asia-Pacific region, all the while competing against the major international hotel chains. Carey, who succeeded Kelley as head of Outrigger, has built on that record through the continued growth of the company and new projects like Waikiki Beach Walk.
Despite his achievements, Kelley was not content to mind his own Outrigger business. He recognized that Hawaii’s visitor industry needed to compete, to evolve, to change, if it was to continue to contribute to the state’s economy.
He was a tireless marketer and promoter of Hawaii in new markets. Kelley was one of the earliest proponents of a convention center, staying the course over many years despite public opposition.
He coined the phrase, “Tourism Is Everybody’s Business,” capturing in those four words the impact and importance of the visitor industry to the state’s economic well-being. He pushed for more public support for destination marketing, led an effort by the World Travel & Tourism Council to study the impact of tourism on Hawaii’s economy, and continues to promote tourism and Hawaii in his role with that organization, to name just a handful of his innumerable accomplishments, which span not only tourism but in civic affairs as well.
Hawaii’s business community recently honored Kelley with a well-deserved lifetime achievement award, adding to a lengthy list of honors he has received over the years. Kudos in past years have come from the Sales and Marketing Executives International, American Marketing Association’s Hawaii Chapter and the University of Hawaii School of Travel Industry Management, to name just a few.
Others in the visitor industry recognized by the business community at the same time included Mike McCartney, president and CEO of Hawaii Tourism Authority, for his leadership; Hilton Hawaiian Village Resort & Spa, led by managing director Jerry Gibson, for its business model; Westin Maui Resort & Spa, headed by Gregg Lundberg, for its community service; and Hyatt Regency Waikiki Beach Resort and Spa, headed by Jerry Westenhaver, also for its community service.
As we prepare to welcome the world’s leaders for the APEC summit in November, much of what we have today, our infrastructure, our people, and our ability to accept such a major challenge, can be attributed to people like the Kelley ohana, who helped create and build our modern visitor industry.
MUFI’S VISITOR HEROES
Dennis Arimoto
Position: Bell Captain
Location: Waikiki Resort Hotel
Bell captain Dennis Arimoto has been with the Waikiki Resort Hotel for 40 years, distinguishing himself throughout his career by going above and beyond the call of duty.
As head of the bell desk, he places a priority on customer service and efficiency. When a guest shipped heavy oxygen tanks ahead of her visit, Dennis made sure that the tanks were delivered and connected, stayed until everything was tested, and declined a gratuity from the grateful visitor, telling her that her enjoyment was all the appreciation he needed. He and his staff have accommodated the luggage demands of a large student group, to the point where the group leader completely trusts the bell staff to meet their needs. Dennis takes service so seriously that he’s been known to run out in the rain to a nearby hotel’s taxi stand to summon a cab for a guest rather than making a phone call and having the guest wait.
Front office manager Adam Miyasato says Dennis “really shows the aloha spirit,” adding that these caring acts “perpetuate the true essence of Hawaii all over the world.”
Keeping Hawaii’s Skies Friendly
October 26, 2011 | Hawaiian Airlines Discount Share
From the Hawaii Tourism Authority came very encouraging news for the visitor industry and also for the people of Hawaii.
The HTA is projecting that the number of scheduled nonstop air seats operated to Hawaii will rise slightly by 1 percent over the prior year level for the final quarter of 2011. The increases, representing flights from Japan, Canada, other Asian cities and Oceania, will offset decreases from the mainland United States.
This projected increase will put this year’s scheduled air seats on track to reach a total of about 9,284,000 seats by the end of the year, an increase of 1 percent over last year and the largest number of seats operated to Hawaii since capacity began declining in 2008.
The increase from Japan is attributed to service from Hawaiian Airlines, China Airlines and All Nippon Airways, which counterbalance decreases resulting from Japan Airlines’ downsizing of its aircraft serving Hawaii. New flights by Asiana Airlines, service by Hawaiian Airlines and Korean Air, and new flights by China Eastern Airlines will contribute to a near doubling of fourth-quarter capacity from Asian markets other than Japan.
Air seats from Australia will rise because of new flights by Air Australia and increased service from Hawaiian Airlines and Jetstar. Meanwhile, seats from Canada will rise thanks to service by Air Canada and additional WestJet capacity.
Domestically, capacity from the Mainland will decrease by 3 percent because of rising fuel prices. West Coast seats will decline by less than 1 percent, but capacity from the eastern United States will decrease by almost 18 percent. That’s why the increase in our international market will help to mitigate this drop in the domestic sector.
If you’re outside the visitor industry, a report like this may not have caught your attention. After all, air service to Hawaii has become so plentiful that we’ve come to take it for granted. We’ve gotten used to booking flights based on lowest cost, package deals, convenient flight schedules, direct service or fewest connections, use of frequent-flier miles and other considerations.
But all of these choices, all that personal convenience, can be attributed largely to a thriving visitor industry. Because so many people visit Hawaii nearly 7 million a year we have many airlines serving our state from all over the world. And that means more transportation choices for our people, despite the fact that in some instances we’ve been dealing with the introduction of fees that accompany the price of an airline ticket.
Given Hawaii’s remoteness, air service is a needto-have, not a nice-tohave, for our quality of life. Government has had to invest billions of dollars in runways and airport facilities across the state. It is vital that the public sector, federal, state and county together cooperate with the airline and travel industries to ensure that airports are up to date, that the arrival and departure experience is pleasant and efficient, and that landing fees and other costs are reasonable enough to keep airlines operating.
Air service is always in flux, and it takes a concerted effort to ensure carriers continue to serve Hawaii. I, for one, can’t begin to count the number of meetings I’ve had with airline executives over the years to either invite them to initiate air service from new cities to Hawaii, or to thank them for their continued support of our islands. I’ve also been a long-time proponent of visa waivers and finding the right balance between hospitality and security to improve the visitor experience.
One thing is for certain: All the marketing, infrastructure investment, public services and aloha will be for naught if we can’t welcome visitors and we can’t travel because of air service concerns.
Yes, Hawaii’s travel industry creates thousands of jobs, generates billions in revenues that pay for public services and keeps our economy humming. But one of the by-products of a healthy economy is better air service, more consumer choice and terrific opportunities for visitors to enjoy the beauty of Hawaii and its people, and for local folks to experience the world beyond our island shores.
MUFI’S VISITOR HEROES
Gavino Indelacio
Position: Bartender
Location: Outrigger Reef on the Beach
The adage, “When life gives you lemons, make lemonade,” may be the best way to encapsulate the work of bartender Gavino Indelacio.
When a guest at the Outrigger Reef on the Beach ordered lemonade, even though it wasn’t on the menu, Gavino promptly squeezed fresh lemons and served her lemonade. That attitude is typical, as Gavino is quick to volunteer for new assignments, learn different aspects of the restaurant business and assist co-workers when the hotel is busy. He helps guests with food and beverage or sightseeing recommendations, and is more than happy to share his knowledge of Hawaiian history and culture with them.
His supervisor, restaurant manager Robert Bauer, says, “To Gavino, aloha is always from the heart; his work ethic is of the highest standards and his team spirit is what defines Gavino ... He is a pleasure to work with and his actions affect all of the hotel guests, restaurant patrons and employees in a positive, uplifting way.”
Keeping Hotels Clean And Green
October 19, 2011 | Hawaiian Airlines Discount Share
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You leave your hotel room for the day’s activities; when you return, the bed is made, the bathroom is scrubbed clean and you have a supply of fresh towels. Maybe you want breakfast in bed or some extra clothes hangers. Ever wonder who vacuums the hallway carpets or keeps the lobby spotless? So much of what you’ve come to expect at a hotel is the domain of the housekeepers: those quiet, largely unseen hotel workers who can make all the difference in your hotel visit.
Keeping rooms clean is not the only aspect of housekeeping, to be sure, but it is a very significant one, and that has led to the formation of an association devoted to supporting professional standards, education and community service in this profession. That group is the International Executive Housekeepers Association, whose 3,500 members are housekeeping managers in commercial, industrial or institutional facilities.
The Hawaii chapter, founded in 1968, has become the parent organization’s largest, a status no doubt reflecting the state’s sizable visitor industry and the chapter’s outreach efforts to include professionals in such areas as health care, education, suppliers and cleaning businesses.
Working alongside housekeepers in the visitor industry in my position with the Hawaii Lodging & Tourism Association has given me an even deeper appreciation of their importance and commitment to ensuring the highest professional standards in their workplaces.
And at the IEHA’s Bosses’ Night I attended Oct. 7 at the invitation of forever young 75-year-old chapter president Rose Galera the members saluted their bosses for the support they received, although I know the bosses were more than happy to reciprocate the sentiments expressed by their housekeeping managers.
As if their work responsibilities weren’t enough, the IEHA members have taken on a number of community service projects. Members and students do a quarterly cleaning of the 100th Battalion Clubhouse, while the chapter recently adopted Washington Place as an ongoing cleaning project, with public-spirited businesses donating window and carpet-cleaning services.
On Nov. 2, the chapter will host a hospitality job fair at McKinley Community School for Adults. The event will include a hotel industry panel discussion and exhibitions, and give hotels an opportunity to reach out to adults seeking frontline positions in the travel industry.
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Past projects have been equally impressive, with members participating in high school career days, donating money to the American Red Cross for disaster relief in Japan, representing the IEHA at the annual Hawaii Lodging, Hospitality & Foodservice Expo, and donating supplies to homeless shelters and other charitable organizations.
It’s easy to take housekeepers for granted. Largely unseen, they are often overlooked. But I can’t think of a corps of visitor industry employees more deserving of our recognition and appreciation for their contributions to the success of travel and tourism in Hawaii and beyond.
MUFI’S VISITOR HEROES
Jin Lee
Position: Executive Housekeeper
Location: Courtyard by Marriott Waikiki Beach
When Jin Lee moved to Hawaii 15 years ago, he was moved by the warmth and kindness of the local people. Today, as an executive housekeeper for the Courtyard by Marriott Waikiki Beach, he does whatever it takes to reciprocate that hospitality.
Though he is now a supervisor, Jin spends little time in his office. Rather, the day can find him in the property’s corridors and public areas, a cleaning cloth in hand. He has lunch with his staff and brings treats to encourage team-building. When a major project to replace room amenities such as ice buckets, coffee trays and other items proved costly, Jin took it upon himself to refinish the items during his spare time in the end saving the hotel $80,000 in replacement costs.
Jin began his Marriott career as an intern, but a strong work ethic has earned him the respect of his fellow employees, plus a master’s degree from Hawaii Pacific University. He is active in his church, volunteers in the community and is a regular on the annual Visitor Industry Charity Walk.
Farm-to-table Tourism Takes Off
October 12, 2011 | Hawaiian Airlines Discount Share
One of my favorite movies is Elvis Presley’s Blue Hawaii. In its picturesque depiction of early 1960s Hawaii, you can see the dominance of sugar and pineapple and a nascent tourism industry on the island landscape. The Hawaii Food & Wine Festival, which concluded Oct. 1, again brought together these two historic mainstays of our island economy in a way that demonstrated the modernday synergy between the two.
The festival was chaired by noted chefs Roy Yamaguchi and Alan Wong, and starred 30 internationally renowned chefs and their local peers in a celebration of their culinary creations and their use of the wealth of farm products and seafood found in Hawaii.
Our agricultural industry, customarily low-key about its contributions, did a remarkable job in helping to contribute the bulk of the products used by the chefs: local beef, abalone, shrimp, tilapia, greens, tomatoes, onions, mangoes, passion fruit and even quail found their way to the plates of foodies.
Yamaguchi and Wong saw fit to designate beneficiaries for the festival’s proceeds that have contributed to the growth of Hawaii’s food scene and to tourism. The first is the Hawaii Agricultural Foundation, which promotes agriculture through research, education and outreach. The second is the culinary program at Kapiolani Community College, which continues to produce chefs and travel-related professionals who fill the ranks of the industry. The college is turning the abandoned Cannon Club, on the slopes of Diamond Head, into real-world training site for its students.
As the emcee at the festival’s closing night, I posed this question to the 1,000-plus in attendance on the Great Lawn of Hilton Hawaiian Village, “Hana hou?” The resounding “yes” told me this could become an annual tradition and a terrific means of showcasing our locally grown and produced commodities and foods, solidifying our reputation for exceptional cuisine and strengthening our appeal to visitors.
On the heels of the festival, Royal Hawaiian Center’s farmers market kicked off Oct. 4. Held on the rooftop of the center’s parking garage, the weekly market features vendors of locally grown produce, prepared food, cut flowers and specialty food gifts. Like the Saturday market at Kapiolani Community College, the city’s event on Blaisdell Center grounds and others, this addition will provide another opportunity for visitors and residents to be introduced to the farm products, foods and goods grown and produced in the Islands in an urban setting.
Similarly, Garden Island foodies and visitors were exposed to the farm-totable flavors of Kauai at “It’s A Wrap,” which was held Sept. 21 at Kauai Marriott. Organized by Sandi Kato-Klutke, head of the Hawaii Lodging & Tourism Association’s Kauai chapter, it featured Garden Isle farmers, Kauai Marriott Chef Guy Higa and others in a showcase of locally grown products and mediums to demonstrate the strong link between the visitor industry and agriculture.
The aforementioned events succeed because they’re promoted and publicized. That’s why it was good to see Kauai Mayor Bernard Carvalho Jr. hitting the road to promote the Garden Island.
The mayor made a whirlwind trip to Japan to cement relations with sister-city Iwaki City and to promote tourism. In addition to a full slate of ceremonial events, the mayor’s packed agenda included stops at the Japan Association of Travel Agents’ huge exhibition, talks with news media representatives, presentations of donations from Kauai to disaster victims and a number of tourism-promotion activities.
Having traveled with Mayor Carvalho on previous promotions, I can attest to the importance of public officials representing their cities or nations. Hawaii officials are always welcome in Asia, and we’ve done our best to represent our state and the visitor industry during these tours, as I know Mayor Carvalho did during his sojourn (maybe even singing a song or two to woo the audience). These trips bolster existing markets and open new ones, and it’s vital that we continue to show our appreciation and our faces to our overseas partners.
Viewed separately, these events were all successful.
But taken together, each is like another stone in the solid rock wall that is our tourism industry, each one supporting and building, in its own way, an industry that continues to succeed in one of the toughest and most competitive industries in the world.
MUFI’S VISITOR HEROES
Sherrie Smith
Position: Reservation Clerk
Location: Waikiki Resort Hotel
Guests at the Waikiki Resort Hotel have found a friend in reservationist Sherrie Smith.
Sherrie began her career as a cashier at the hotel’s Korean restaurant before making the move to reservations. She’s gone the extra mile for guests, such as the time she and a co-worker created an unforgettable experience for an elderly woman traveling with three grandchildren and a limited budget. Another time, Sherrie took a reservation from a Korean traveler who struggled with English. Sherrie took it upon herself to call the visitors in Korea before their departure to remind them of their itinerary, follow up with another call upon their arrival, and even notify the car rental company to make sure their car was ready. The guests were overwhelmed with the exceptional service, and so were many others, to judge by the numerous compliments Sherrie receives.
A single mother of two, Sherrie Smith volunteers for many school activities and is actively involved with her church.
Easing The Way For Chinese Visitors
October 05, 2011 | Hawaiian Airlines Discount Share
From thousands of miles away in Washington, D.C., and from our own Kona coast, comes promising news for Hawaii’s visitor industry.
On Capitol Hill, the Senate money committee is poised to approve the Department of State’s appropriations bill, a measure that contains provisions to enact visa reforms that will enable the agency to hire more consular personnel in certain countries, including China, in order to cut the visa processing time to no more than 30 days.
Another provision would waive the interview requirement for prospective travelers who are renewing their visas. The third proposal would give the State Department the discretion to conduct visa interviews by teleconference.
While Congress has been bedeviled by partisan bickering that has stymied progress on major legislation, this visa waiver proposal has garnered support from both sides of the aisle, as well as from the U.S. Chamber of Commerce, state and city travel organizations, and others.
While the bill has an arduous path to follow before it is finally approved by both houses, there are hopeful signs that Congress will put its imprimatur on these badly needed systemic reforms to stimulate greater foreign travel and bolster our economy.
And while we wait for Congress to act, the State Department has been moving ahead by adding more consular staff to speed visa processing in China and Brazil, but the additional staffing has apparently been insufficient to meet demand.
I’ve been calling for these visa reforms for some time, first during my stint as director of the Hawaii Department of Business, Economic Development & Tourism, then during my tenure as Honolulu mayor and U.S. Conference of Mayors tourism and arts chairman, and now as head of the Hawaii Lodging & Tourism Association through our national affiliate, the American Hotel & Lodging Association. I described the importance of visa waivers in a previous MidWeek column, and a few key points I made at the time bear repeating.
According to the U.S. Travel Association, our nation’s inefficient visa approval process has taken a steep toll on our competitiveness in wooing foreign travelers.
If we had kept pace with other nations in this regard, the U.S. economy would have welcomed 78 million more travelers over the past 10 years, and they would have generated $606 billion in revenue and created more than 467,000 jobs.
The USTA further claims that recapturing the 17 percent market share we’ve lost would add 98 million more visitors, create 1.3 million more jobs by 2020, and inject nearly $860 billion into the U.S. economy all at very little cost to taxpayers.
Meanwhile, over in Kona, the China-U.S. Tourism Leadership Summit held Sept. 24-26 drew government and tourism officials from China, the United States including Hawaii, and elsewhere to push for similar changes in U.S. visa policy.
It’s clear that China can be a huge new market for Hawaii, but federal policy restrictions have limited the growth of travel from that country.
Visa reforms are high on the list of recommendations proposed by the delegates.
In the mid-1990s, we eased travel restrictions from friendly nations such as Japan. Hawaii has experienced the benefits of this change.
More recently, entry requirements were eased for travelers from Korea, and we’re seeing an increase in visitors from that nation. There’s no reason we can’t expect the same from China.
Let’s face it: Chinese visitors will go elsewhere if they don’t feel welcome in the United States.
I’ve been advocating for some time a pilot project for China, with Hawaii serving as the point of entry. After a demonstration of a year or two, we would evaluate the results. I’m confident, based on the Hawaii experience, Washington would be able to forge a travel policy with China that would assuage many of the concerns that exist today.
We need to strike a reasonable balance between hospitality and security. Tourism is the first, second or third leading industry in most major American cities.
It’s Hawaii’s top revenue-producer, and there’s no reason it can’t continue to thrive with some help from the federal government, in order to create jobs, stimulate our economy and generate foreign revenue at a time when our national and local economies most need the boost.
MUFI’S VISITOR HEROES
George Asato
Position: Maintenance Foreman
Location: Hilton Grand Vacations Club-Waikiki
Island: Oahu
Maintenance foreman George Asato responds to every request for help with a smile and simple reply, “We get ‘em,” which conveys the message that the job will be done.
George is a specialist in refrigeration, but it seems he can repair anything. He began working at Hilton Hawaiian Village with the kitchen crew, fixing any problems that came his way. His professionalism has earned him the position of foreman and he oversees the maintenance for the Hilton Grand Vacations Club, which includes the Grand Waikikian, Lagoon Towers and several floors in the Kalia Tower.
Whether it’s repairing a broken bed, fixing a lock or tackling the myriad problems and repairs of these large properties, George addresses them with characteristic speed, dependability, selflessness, attention to detail and hard work that have come to mark an outstanding career and an exceptional individual.
A New Name And Broader Focus
September 28, 2011 | Hawaiian Airlines Discount Share
The Hawaii Hotel & Lodging Association’s annual general membership meeting, held recently at the Hapuna Beach Prince Hotel on the Big Island, provided substance to match the promising signs of a healthy visitor industry.
One of the first orders of business was the renaming of the organization to the Hawaii Lodging & Tourism Association.
The change was approved by the membership and will be effective Oct. 1. The association also modified its logo and color. This new name, the Hawaii Lodging & Tourism Association, more accurately reflects the membership of our organization.
At the time we were founded in 1947, the association consisted of 16 hotels. Today, we have a diverse membership of more than 500 hotels, condominiums, time-shares, travel and transportation firms, suppliers and related businesses and individuals representing local, national and international companies.
The Hawaii Lodging & Tourism Association will continue its emphasis on lodging, as we’ve done during our advocacy before the county, state and federal governments and in our relations with other business and trade groups.
But the name change also is an indication of our plans to expand our membership and continue to serve as a strong, effective voice for the visitor industry.
Says Kelvin Bloom, HLTA chairman and president of Aston Hotels & Resorts: “We believe our new name not only conveys the broad interests of our association, but our desire to reach out to businesses and individuals who share our goals and to bring us together for the good of the travel and tourism industry, our economy and our community.”
In addition to serving as a voice for the visitor industry, the HLTA sponsors scholarships for high school students, provides funding for local charities through its annual Visitor Industry Charity Walk, and works closely with teachers and students through internships and academic programs. HLTA members, meanwhile, enjoy discounted rates at local member hotels, tours, car rentals and many other services or products provided by businesses affiliated with the association.
The beautiful Hapuna Beach setting for our general membership meeting offered the perfect backdrop for the rebirth of the HLTA’s Hawaii Island chapter, which had been quiet for a while. Under the leadership of Chris Luedi and Paul Horner, we can expect an active organization and calendar of events. Chris is regional vice president and general manager of Fairmont Orchid Hawaii and Paul is general manager of Sheraton Keauhou Beach Resort.
The HLTA, which is the largest visitor industry trade group in Hawaii, is a partner association of the American Hotel & Lodging Association. That’s worth noting because the AHLA is the largest trade organization of its kind in the world. It’s a nationwide federation of 52 state and city lodging associations (New York City and Washington, D.C., are the cities) and represents more than 1.5 million rooms in the United States. Members range from economy hotels to five-star resorts.
The AHLA has been working closely with the Travel and Tourism Advisory Board of the U.S. Department of Commerce on goals and objectives for the nation’s visitor industry. AHLA also has been front-andcenter in promoting expanded international travel and in endorsing visa waivers as a means of easing restrictions that hinder travel.
These developments on the national and international scenes bode very well for the Hawaii Lodging & Tourism Association’s members, our visitor industry, and our economy. Time and time again, Hawaii’s travel industry has proven its ability to succeed in a highly competitive environment and a growing market can only give us new opportunities to flourish.
MUFI’S VISITOR HEROES
Lisa Farley
Position: Front Services Bell Clerk
Location: Royal Hawaiian
Front services bell clerk Lisa Farley has been with the Royal Hawaiian for more than 21 years, all the while impressing guests and co-workers alike with her friendliness, positive attitude, and willingness to go above and beyond to help others.
Not only does Lisa take the initiative in planning events for fellow employees to foster teamwork, but she shares that spirit with the hotel’s guests, going so far as to give them home-grown flowers, helping them find special gifts, and otherwise making their stays memorable. She’s become a specialist in locating missing things, like mobile phones, luggage, and other personal items, and returning them to grateful guests.
When not engaged in employee activities, Lisa Farley is active with her church and other volunteer endeavors.
Fun Fests; A Time To Remember
September 21, 2011 | Hawaiian Airlines Discount Share
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September has been, and will be, a significant month for our islands, for reasons as diverse as our community.
Garden Island foodies and visitors will enjoy the farm-to-table flavors of Kauai at “It’s A Wrap,” an event organized by Sandi Kato-Klutke, head of the Hawaii Hotel & Lodging Association’s Kauai Chapter. The festivities are slated for Sept. 21 beginning at 5:30 p.m at Kauai Marriott.(Email .(JavaScript must be enabled to view this email address) or call 6528924 for information).
Kauai farmers, chefs and others will be joined by my former Iolani classmate Dean Okimoto of ‘Nalo Farms in this showcase of island products and medium to demonstrate the strong link between the visitor industry and agriculture. Farming not only puts food on our tables, but helps our economy, supports our reputation for distinctive regional cuisine, brings visitors to our shores and preserves the green, open spaces that make Hawaii so beautiful.
Like food festivals around the state, including the first Hawaii Food & Wine Festival to be held Sept. 29 to Oct. 1 in Waikiki, “It’s a Wrap” calls attention to the significant contributions the farming industry continues to make to our economy.
We were on Kauai Sept. 16 to present checks from the Hawaii Hotel & Lodging Association to 40 communitybased charitable organizations. The money was raised during the 2011 Visitor Industry Charity Walk, which was held throughout the state and raised a record amount of money for local charities in the Islands.
Kauai raised $137,000, all of which will be shared exclusively among the island’s charities in keeping with HHLA tradition.
We made similar presentations on Maui and the Big Island in recent days. The Charity Walk has grown into the largest single-day fundraiser in the entire state, and it demonstrates the enormous contributions the visitor industry makes, not only in jobs and our economy, but as an integral part of the community.
* Sept. 11 was a day of somber ceremonies across the nation and Hawaii as we gathered to remember those who lost their lives on that terrible day, and to honor the men and women who continue to fight terrorism in places far from these shores. On Kauai, Mayor Bernard Carvalho Jr. had his county join in the National Moment of Remembrance by having firehouses and police vehicles sound sirens on 9/11 and inviting groups and businesses to participate.
Former Honolulu Mayor Jeremy Harris had erected an eternal flame in front of City Hall in memory of those who lost their lives in the attack. Then, in 2006, state Rep. K. Mark Takai called me to inquire if the City and County of Honolulu would be interested in joining a national movement to recognize those who lost their lives on Sept. 11.
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We were very receptive to Mark’s initiative, but decided to honor not only those who died, but to salute the men and women of our county, state and federal first-responder organizations police officers, firefighters, emergency medical personnel, emergency management staffers and volunteers and others who continue to serve us, and our millions of visitors, with courage, vigilance, and dedication.
Across the nation and the world, and here in the Hawaiian Islands, we joined to honor and remember those who lost their lives, but also to thank our firstresponders who continue that spirit of service and sacrifice.
MUFI’S VISITOR HEROES
Paul Dun
Position: Guest Services Manager
Location: Aqua Island Colony
Island: Oahu
Paul Dun hasn’t been with the visitor industry or the Aqua Island Colony for very long, just a little more than six years now.
But this dynamo, who’s worked in front desk, reservations, night audit and guest services operations since joining Aqua, has already been a guest services manager for two years. Paul’s helpfulness and personality win him endless raves from guests, who point out his “exceptional service” time and time again. He’s also active in training the staff and heads the monthly luncheons for co-workers.
In his spare time, Paul is a member of a hula halau of high school classmates. The halau has placed at the prestigious Merrie Monarch competition and performed for the Visitor Industry Charity Walk the past two years. He’s also proficient in the Hawaiian language, sharing his knowledge with co-workers at the hotel.
Festivals Fun For Locals, Visitors
September 14, 2011 | Hawaiian Airlines Discount Share
This past Labor Day weekend saw tens of thousands of folks enjoying the annual Okinawan Festival, the largest of its kind in the state. Organized by the Hawaii United Okinawa Association, which claims an amazing 40,000 members in about 50 clubs, the event features great food, entertainment, games and, of course, a bon dance and a whole lot more.
The Okinawan Festival is just one of a host of festivals held throughout the year; it would be impossible to describe them all.
The largest are longstanding and often celebrate our ethnic heritage, such as the Filipino Fiesta, Korean Festival, Narcissus Festival and Chinese New Year festivities in Chinatown, Cherry Blossom Festival, Hawaiian Scottish Festival, Diwali Festival, Powwow, Saint Patrick’s Day Parade, Portuguese Festa, Martin Luther King Jr. Celebration Parade and Rally, Greek Festival and Samoan Flag Day my apologies if I’ve missed your favorite.
And then there are events that celebrate the Hawaiian culture in myriad ways, among them the Aloha Festivals, Merrie Monarch Festival, Lei Day events, Ukulele Festival, Hawaiian Slack Key Guitar Festival, Kaua’i Mokihana Festival, and many hula and music performances and competitions.
Sprinkled in-between are food, art and music festivals; celebrations of various aspects of our history, plantation life for example; farmers markets and agricultural and seafood festivals, and so much more.
These events are wonderful representations of life in Hawaii, showcases of our heritage and diversity, and celebrations of the uniqueness of the Hawaiian culture. But they’re also important elements of our No. 1 industry, tourism.
The Okinawan Festival featured performing artists from Okinawa and visiting Uchinanchu from around the world. The Honolulu Festival, another major event, attracts performers and fans from Japan and around the Pacific region. Organizers not only bring hundreds of visitors to Hawaii, but support local charities. We know many travelers now plan their Christmas visits to coincide with Honolulu City Lights, where Honolulu Hale and the Frank Fasi Civic Center grounds are decked out in their holiday finest.
The same holds, to varying degrees, for the many other dates on our events calendar. These festivals and events, individually, may not attract the tens of thousands of delegates who come here for conventions and business meetings, like the upcoming Asia Pacific Economic Cooperation summit. But collectively, a dozen visitors here or a hundred there, all coming to Hawaii to share and enjoy what we take for granted, not only bring welcome tourist dollars to our islands, fill hotel rooms and generate revenue for public services, but help to perpetuate our cherished traditions and culture.
That’s why it’s so important that we support these events through our involvement and participation, and ensure that our visitors share in our appreciation of our island heritage.
MUFI’S VISITOR HEROES
James Asuncion
Position: Bell-Valet
Location: Best Western Coconut Waikiki Hotel
Island: Oahu
Bell-valet James Asuncion may be new to the Best Western Coconut Waikiki Hotel and new to the visitor industry, but that hasn’t stopped him from being the best he can be. James continues to hone his customer-service skills and work ethic. In addition to his bell-valet responsibilities, he assists the front desk with guest requests. When one guest had trouble with a door lock, James repaired it himself rather than leave the task to the engineering staff and inconvenience the guest.
The hotel’s general manager says the Best Western Coconut Waikiki Hotel earns top ratings from guests because of the impressive service provided by employees like James Asuncion.
Honolulu Lifeguards Lead The Way
September 07, 2011 | Hawaiian Airlines Discount Share
The annual Duke’s Oceanfest concluded the last week of August, as we honored Duke Kahanamoku, Hawaii’s most famous waterman and Olympic medalist, and acknowledged his timeless contributions to ocean sports here and throughout the world.
Among the activities was the induction into the Hawaii Waterman Hall of Fame of Peter Cole, Ethel Kukea, Aileen Soule, and Nainoa Thompson, an event organized by the Outrigger Duke Kahanamoku Foundation and Hilton Hotels. The foundation provides more than $150,000 a year in scholarships to ocean athletes, and the ceremony and Oceanfest are the premier events used to help raise money. (See dukefoundation.org for more information.)
Duke Kahanamoku represented Hawaii in the Olympics over a 20-year span and earned five swimming medals during this time. He was a legendary surfer and canoe paddler, as well as a lifeguard, sheriff for the City and County of Honolulu, and Hawaii’s Ambassador of Aloha. Duke’s single-handed rescue of a dozen fishermen off the California coast when their boat capsized is the stuff of history.
Hawaii’s ocean heritage and traditions, the accomplishments of Duke Kahanamoku and our love for the sea that surrounds us bring to mind the feats of our modern watermen and women, the employees of the City and County of Honolulu’s Ocean Safety and Lifeguard Services Division.
Under the leadership of Ralph Goto, our Honolulu lifeguards are among the most respected ocean safety professionals in the world. Honolulu lifeguards are recognized for their abilities in the huge surf that we experience on Oahu’s North Shore every winter. Former city lifeguards Brian Keaulana and Terry Ahue pioneered the use of personal watercraft (Jet Skis) for rescue operations in the early 1990s. Jet Skis are now used around the world by lifeguards, water safety professionals and rescue crews, following the model developed by the Hawaii lifeguards.
Defying the stereotype of the bronzed beach boy, Honolulu Ocean Safety personnel take pride in their abilities and professional approach to saving lives and preventing aquatic injuries. They are highly trained medical first-responders, as well as physically fit athletes with the ability to respond to life-threatening emergencies at a moment’s notice.
They also serve as ambassadors to the millions of visitors who come to the Islands each year, giving advice, directions and aloha to those who seek them out at the beach.
The Ocean Safety Division also partnered with the University of Hawaii and Hawaii Tourism Authority in developing a website (hawaiibeachsafety.org) that offers timely and accurate information about beach conditions around Oahu. This project was launched by Goto. The website is designed for visitors and those in the visitor industry who may be asked about beach conditions, such as front desk or activities coordinators, concierges, tour directors and others. It serves as an invaluable resource available to anyone seeking information about ocean safety.
Our visitors and residents can safely enjoy the beaches of our island paradise because of the dedication and watchful eyes of the men and women of the City and County of Honolulu’s Ocean Safety and Lifeguard Services Division. Never intrusive, always vigilant, the men and women who protect and save lives throughout the year follow in the tradition of selfless service, sacrifice and courage inspired by Duke Kahanamoku throughout his life.
MUFI’S VISITOR HEROES
Joel Savoie
Position: Electrician
Location: Sheraton Waikiki
Electrician Joel Savoie is a key member of Sheraton Waikiki’s stage sound and lighting team who’s known for his great work attitude. He’s been cited for his outstanding performance, such as when he directed the team in producing the special lighting effects for a gala corporate conference.
But he’s also known for having a passion for all things “green,” specifically in energy conservation matters. Joel has attended classes to learn more about improving the Sheraton’s operations and saving money.
He’s done research and has offered suggestions on adopting renewable energy technology, such as solar day-lighting, wind turbines and photovoltaic power generation, going so far as to take a class on PV design and modeling a project to install a PV structure on the parking lot roof to provide shade while generating electricity.
His supervisors credit employees like Joel Savoie with helping to keep Sheraton Waikiki on the “cutting edge of green initiatives in the hotel industry.”
It’s Aloha Festivals Time Again
August 31, 2011 | Hawaiian Airlines Discount Share
People who call Hawaii home have no doubt enjoyed the Aloha Festivals. The colorful floats and pa’u riders are the stuff of island-style pageantry and festivity. What was known as Aloha Week when it was introduced in 1946 has become a cherished part of our culture and history and has preserved its standing as a major attraction for visitor and resident alike.
Marking its 65th year in 2012, the Aloha Festivals will kick off Sept. 1 as a monthlong celebration of the history and traditions of Hawaii. This year’s theme is “Mele AilaniCelebrate Island Music.”
Major events include the colorful investiture of the Royal Court, which takes place at the Hilton Hawaiian Village on Sept. 1 at 3 p.m. The alii king, queen, prince and princess will take their places as they receive the royal cloak, helmet, head feather lei and other symbols of their reign, all highlighted by traditional chants and hula kahiko.
The investiture will be followed by the official opening ceremony that same day at 5:30 p.m. at the Royal Grove in Royal Hawaiian Center.
The festival goes to Leeward Oahu on Saturday, Sept. 10, as the eighth annual Keiki Ho’olaulea at Pearlridge runs from 10 a.m. to 3 p.m. The ho’olaulea will feature a variety of activities, demonstrations and continuous stage performances by keiki musical groups and hula halau, as well as an appearance by the Royal Court. Anyone wearing the Aloha Festivals ribbon may participate in the activities and ride the monorail free, as well as receive discounts from participating merchants throughout the day.
Saturday, Sept. 17, brings the excitement and party spirit as the Aloha Festivals takes to the streets of Waikiki with the much anticipated ho’olaulea, beginning at 7 p.m. on Kalakaua Avenue, between Lewers Street and Kapahulu Avenue. The turnout is always tremendous as this block party brings out the best entertainment, food and fun Hawaii has to offer.
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The 65th annual Aloha Festivals Floral Parade caps the celebration Saturday, Sept. 24. Thousands of folks will line Kalakaua Avenue, beginning at Ala Moana Park and ending at Kapiolani Park, for a colorful equestrian procession of pa’u riders, beautiful floats adorned with Hawaiian flowers, hula halau and marching bands.
The Aloha Festivals is organized by volunteers, with funding from the Hawaii Tourism Authority, corporate and private sponsors, and sales of Aloha Festivals ribbons and merchandise.
It’s important to point out that public support is key, through the purchase of the Aloha Festivals ribbons and donations and volunteer service. The ribbons are available at participating hotels and merchants or by mail order at alohafestivals.com. These sales are vital to the future of the Aloha Festivals and I urge everyone to support this worthy cause by purchasing and wearing the ribbons.
As recently as 2007, the statewide Aloha Festivals organization was more than $200,000 in the red. What enabled the festivals to continue and flourish was a massive effort by our community. Beginning in 2008, each island began organizing its own programs, while the original organization took responsibility for Oahu. The Hawaii Tourism Authority, City and County of Honolulu, Hawaii Hotel & Lodging Association and Waikiki Improvement Association joined in with financial support. Most importantly, thousands among us joined the cause, from the board of directors, to myriad vendors, to the volunteers participating in the Royal Court, selling ribbons, producing the Waikiki Ho’olaulea, and decorating floats, cars and horses, preparing costumes, and performing and marching in the parade.
The Aloha Festivals offers us a lesson. So much of what we have and enjoy, we take for granted. Youth and high school sports, cultural groups, ethnic festivals, churches, health care institutions, charitable organizations and the hundreds of other activities we use and depend on require our support to survive and thrive.
Hawaii wouldn’t be Hawaii without the Aloha Festivals, and it behooves us to show our love for this cherished part of our heritage.
MUFI’S VISITOR HEROES
LeeAnn Lee
Position: Guest Service Agent
Location: Best Western Coconut Waikiki Hotel
LeeAnn Lee has been a guest service agent at the Best Western Coconut Waikiki Hotel for only three years, but she’s made a lasting impression on co-workers and guests.
She came to the hotel with a reputation for being highly knowledgeable and capa- ble, and has only built on that foundation. LeeAnn is recognized for her remarkable attention to detail and a work ethnic sec- ond to none. She is always willing to take on difficult projects and additional work, all the while handing conflicts and problems with patience and tact. LeeAnn regularly takes on extra shifts, changes her schedule to accommodate co-workers, or comes to work when coverage is insufficient, con- tributing to a healthy team spirit at the Best Western.
LeeAnn’s supervisor says there’s “no one who better exemplifies the personal and professional qualities that we honor” through the Hawaii Hotel & Lodging Association’s Na Poe Paahana award, and her co-workers would enthusiastically agree.
Disney’s Aulani Is Doing It Right
August 24, 2011 | Hawaiian Airlines Discount Share
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Aulani, Disney’s new resort in Ko Olina, is amazing in its attention to detail and impressive in its contributions to our economy.
Aulani managing director Elliot Mills, a local boy who had been with the hotel industry for 25 years before joining Disney, recently gave me a preview of the property, as construction workers labored to complete last-minute features and employees were put through their paces.
While I’ll return later to the topic of jobs, Elliot Mills is emblematic of Disney’s commitment to hiring locally. As further indication, the company retained the expertise of West Oahu resident and my former colleague Todd Apo and longtime island hotelier Kimberly Agas. They complement the terrific groundwork laid by Disney veteran Djuan Rivers, who helped lead Aulani to this point and in the process immersed himself in our local culture and lifestyle.
For anyone familiar with the wonders of Disneyland or Disney World, Aulani brings the Disney touch to our islands, with a unique emphasis on Hawaiian culture. Guests will enjoy a kalo patch fronting the hotel, a front-desk collage of photos taken by local children, murals adorning the towering reception hall and other creations by local artists and artisans, a Hawaiian language immersion-themed restaurant, lamps replicating burning kukui nuts, a family-oriented spa and myriad other features.
Disney certainly did not scrimp on creating a unique Hawaii visitor experience. I can’t do justice to Aulani and will leave it up to you to discover it for yourself. I can, however, speak to the contributions this development has made to our economy. In addition to adding to our hotel room inventory, creating a new attraction, and spurring growth in West Oahu, Aulani generated more than $600 million in spending, $59 million in state and county tax revenues and 4,800 jobs during the construction phase.
Elliot told me 900 employees are already on board, with up to 1,200 expected to be employed as the resort grows. Aulani will produce up to $270 million in salary income and general economic activity and $33 million in tax revenues a year. Disney projects that the fully realized resort will create 2,400 jobs in Hawaii, half at Aulani.
Residents will be hearing more about Aulani as the official September opening date approaches. But, for now, a brief account of how this project came to be might be in order as an example of economic development in action and a glimpse into how public-private partnerships are so vital to our visitor industry and economy.
Sometime after I took office as Honolulu’s mayor, developer Jeff Stone called to alert me that Walt Disney Parks and Resorts was looking to build its first standalone resort and was considering Ko Olina, among several other locations. Having supported the growth of residential, commercial and resort development in West Oahu during my stint on the City Council, I was intrigued with Disney’s interest and pledged my involvement.
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I subsequently met with Jay Rasulo, then chairman of Disney Parks and Resorts, and made a strong case for Ko Olina. I also traveled to California to meet with Disney executives to reaffirm the county’s support should Oahu be the chosen site for their resort. While we encouraged Disney to come to Hawaii, we also urged the company to stay true to the Hawaiian culture and to hire locally. From what I saw at Aulani, Disney has fulfilled those key goals and more.
Once Disney made a decision to build at Ko Olina, the City administration lent its assistance in planning and zoning so the project could move forward. It was a lengthy and involved process that required time and attention on the part of the City government, but one that we viewed as vital to the realization of the vision for West Oahu and Ko Olina, crucial for our construction industry, and important to our economy.
Aulani, when complete, will have 359 hotel rooms, 481 Disney Vacation Club timeshare villas, restaurants, a conference center, event lawns, a kid’s club, and a family-friendly spa unlike anything seen in Hawaii. While the jobs and spending are welcome, more significant is having Disney select Hawaii for its first stand-alone resort, which sends a powerful and influential message to travelers and investors alike that our state is as great a place to do business as it is to enjoy the sun, sand, sea, surf and spirit of aloha.
MUFI’S VISITOR HEROES
Tammy Omoso
Position: Guest Service Representative
Location: Ilikai Hotel & Suites
The Ilikai Hotel & Suites has named guest service supervisor Tammy Omoso its “WOW Honoree” for her exceptional work performance, and “wow” is an apt description for this 23-year-old.
She’s been described as “insightful, knowledgeable, hard-working and [with] outstanding customer service skills.”
Tammy greets everyone with a big smile and warm aloha, earning her consistent high marks from guests.
When the hotel recently reopened after a renovation, Tammy took it upon herself to learn a new computer system on her own and then trained her coworkers.
Tammy’s unblemished reputation for excellence means that co-workers turn to her for help and advice.
She is so helpful and professional that management and the entire front office team look to her for inspiration.
Hotel Engineers: Hidden Assets
August 17, 2011 | Hawaiian Airlines Discount Share
The hotels you visit may differ in appearance by city and country, but the people who work in them have similar jobs. I speak of bellmen and valets, front desk staff, housekeepers, chefs, groundskeepers, and food and beverage personnel.
All are essential to a memorable stay. But there is a cadre of very important hotel employees who go largely unseen and unappreciated by guests, but who are vital to the successful operation of any property. It’s the engineering staff.
Engineering in the hotel industry doesn’t have quite the same meaning as the traditional definition. These are not people designing roads and sewers. Rather, a hotel’s engineering staff is responsible for the infrastructure of a property. It is the engineering staff that ensures the electricity and plumbing are working, that swimming pools and fitness rooms are clean and safe, that emergency systems function, that all of the myriad repair and maintenance services of a hotel aspects that we take for granted are provided seamlessly and efficiently.
Members of the Hawaii Hotel & Lodging Association recognize the importance of these professionals, and each year honors the state’s top engineer and maintenance persons through our Na Poe Paahana (the hard-working people) awards program.
In addition, under the auspices of HHLA, engineers have established the HHLA Engineers Advisory Council to enable engineers to bone up on the best practices, new government laws and regulations, and new technologies available to the hotel industry. This council offers an excellent opportunity for engineering teams from Hawaii’s many lodging properties to network with others in the industry and neighboring properties, as well as gain insights into improving daily operations and embarking on capital projects.
Dues are $50 a year for HHLA member properties and $100 for non-members. Non-members also pay a $30 per person meeting fee.
Membership is exclusively for lodging engineers, assistants and maintenance personnel. For more information, contact Engineers Advisory Council coordinator Tina Yamaki of the HHLA at .(JavaScript must be enabled to view this email address).
A sampling of past seminars and workshops sponsored by the council provides a glimpse into the dynamic environment of the profession: ensuring that hotels are prepared to comply with new laws requiring designated parking spaces for electric cars, controlling pigeons that enter outdoor dining areas, maintenance issues affecting everything from pumps and sumps to kitchen equipment and airconditioning, fire safety and coordinating responses with the fire department, grease traps and recycling cooking oil, cyber security and advancements in environmental design. And at a recent HHLA-sponsored seminar, compliance with the new standards required by the Americans with Disabilities Act was covered. A session with Hawaiian Electric Company exposed engineers to opportunities to increase the use of renewable energy, incentives to adjust energy use, and taking advantage of new technologies and electricity pricing programs.
Keeping our hotels running efficiently, safely and successfully falls on the shoulders of many people in the visitor industry, and none more so than the engineering staff. Our “Tourism Hero” this week is, appropriately, a member of a Hawaii hotel’s engineering corps and offers welldeserved accolades to professionals who serve and contribute with such dedication and aloha.
MUFI’S VISITOR HEROES
Position: Electrical Foreman
Location: Moana Surfrider, A Westin Resort & Spa
Electrical foreman Henry Tu considers the historic Moana Surfrider a second home and his co-workers as his extended family. It shows in his work.
As a key member of the engineering staff, Henry recently found a way to accommodate new sound system needs for the entertainers in the Banyan Courtyard, a solution that also involved easier maintenance for the staff. He’s always looking for ways to cut energy costs, such as by evaluating and installing fluorescent and LED lighting fixtures, an effort that earned the hotel recognition by the state government. He’s available to lend his expertise to providing unusual power and lighting requirements for banquets and events, as he did when the White House press corps used the hotel ballroom as a media center during a recent visit by President Obama.
Henry shares his expertise with the community as well, planning and coordinating the electrical requirements for the annual Visitor Industry Charity Walk in Waikiki, a task he’s handled during his entire twodecade career with the Moana Surfrider. He also does the same with the Aloha Festivals’ Ho’olaulea, setting up sound and lighting for the musicians’ stage in front of the hotel.
Reaffirming Support For Visa Waivers
August 10, 2011 | Hawaiian Airlines Discount Share
A little more than 15 years ago, Hawaii was successful in attaining greater flexibility in our nation’s visa waiver program. Our objective at the time was to ease travel restrictions from friendly nations like Japan. It took patience and persistence, but this effort paid off handsomely as travel from Japan to Hawaii rose dramatically and has continued to this day. And as we’ve witnessed, Japanese travel also expanded to other parts of the United States.
More recently, primarily through my work with the U.S. Conference of Mayors, the nation’s mayors pushed for the passage of the Tourism Promotion Act and affirmed support for the easing of visa restrictions to stimulate more travel from nations like Korea and China. While we’re seeing an uptick in travel among Koreans thanks to the visa waivers, prospective Chinese visitors still face challenges in obtaining the approvals they need to come to the U.S.
According to a recent poll taken by the U.S. Travel Association (USTA), Chinese travelers revealed that the major obstacles to securing visas included the length of time it takes to get an interview at a U.S. consulate, the cost of the visa and absence of a refund for a rejection, and the distance required to travel to a U.S. consulate.
According to the USTA, our nation has an inefficient and unpredictable visa application approval process, insufficient personnel to process and interview applicants, poor access to consulates, and poor planning and communication to applicants.
If we had kept pace with other nations in attracting foreign travel, the U.S. economy would have welcomed 78 million more travelers the past 10 years, and they would have generated $606 billion in revenue and created more than 467,000 jobs.
On the heels of the passage of the Tourism Promotion Act and formation of the U.S. Travel and Tourism Promotion Advisory Board, of which noted island restaurateur Roy Yamaguchi is a member, we are poised to promote America in international markets for the first time. That’s why the Hawaii Hotel & Lodging Association and our national partner, the American Hotel & Lodging Association, are enthusiastically supporting the nation’s entry into a marketplace that’s been long-dominated by foreign competitors.
Just as Hawaii’s tourism has benefited from the support of the state and counties, so too can we benefit from the efforts of the federal government, particularly in the area of foreign travel.
It would require that we continue to preserve and expand the visa waiver program, striking a reasonable balance between hospitality and security. We would give the State Department the resources it needs to streamline visa reviews and recapture the 17 percent overseas travel market share we once held, develop emerging travel markets like China, and take other measures to encourage more travel to our country. The USTA claims recapturing that 17 percent would mean 98 million more visitors, create 1.3 million more jobs by 2020, and inject nearly $860 billion into the U.S. economy all at very little cost to taxpayers. It would be wonderful if President Obama, in conjunction with November’s Asia Pacific Economic Cooperation summit in Honolulu, could announce a bold new travel initiative that will jumpstart these much-needed reforms.
MUFI’S VISITOR HEROES
Edward Kim Jr.
Position: Bartender
Location: Hyatt Regency Waikiki Beach Resort and Spa
Eddie Kim was among the first employees of the Hyatt Regency Waikiki when it opened its doors in 1976, was one of the early mixologists who brought flair and creativity to his work, and contributed to the hotel’s success through his work at Bagwells, Hana Hou, Spats and Colony.
He has been credited with helping create many new offerings for the Hyatt’s guests over the years. His updated version of a traditional island beverage earned plaudits at a recent international competition. But it’s his approach to work that wins him the most praise. Eddie’s personal ties with the guests keep them coming back for more. He treats guests like old friends, provides everyone with courtesy and aloha, and continues to sharpen his skills and professionalism.
Tourism: A Global Phenomenon
August 03, 2011 | Hawaiian Airlines Discount Share
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Last month I had a once-in-lifetime opportunity to travel to South Africa for a vacation. I’ll admit I was looking forward to relaxing, to discovering a different culture and environment, and to visiting the homeland of a man I’ve long admired, Nelson Mandela.
While the trip met my every expectation, and more, what I also found inescapable was the substance of my work with the Hawaii Hotel & Lodging Association. By that I mean the prevalence and power of tourism in South Africa, a nation still emerging from centuries of colonial rule and decades of repressive apartheid.
It is an ordeal to reach South Africa. It took 10 hours to fly from Honolulu to New York City, then another 15 hours to reach Johannesburg. What I found was a country of breathtaking natural beauty and enormous economic potential. With a modern economy and good infrastructure, it now leads its African neighbors in social and economic development.
It faces formidable challenges, among them a 25percent unemployment rate, poverty, crime, HIV/AIDS, and uncontrolled in-migration from bordering nations.
The nation is rich in gold and diamonds, but here is the salient point: Tourism is today more important than gold to South Africa, employing more people, earning more in foreign revenue, and accounting for 8 percent of GDP.
In the past decade, international arrivals have increased tenfold, with no end in sight.The nation has embraced tourism.
We spent several days in the bush, in world-class lodging, where we observed animals in the wild. The industry employs local workers who know the animals and the environment.
Historic Capetown, along the Southern Coast, boasts clean, expansive beaches reminiscent of those along the Northern California coast. Table Mountain, the dominant geological feature of the region, is a preserve for native plants and animals. Robben Island, where Nelson Mandela and African National Congress activists were imprisoned, is a well preserved historic site serving as a powerful symbol that the quest for freedom and liberty often come at great human cost.
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All of these qualities the scenic beauty, nature, history and culture are contributing to the remarkable growth of South Africa’s visitor industry.
Given these facts, on what basis would we in Hawaii conclude that tourism is anything other than a growth industry?
A rapidly growing global middle class is seeking travel, entertainment and relaxation.
Travelers today are attracted to destinations endowed with great natural beauty, warm climates and welcoming cultures.
Like Hawaii, South Africa demonstrates that a carefully and thoughtfully conceived visitor industry can reap significant rewards for many economies.
South Africa and Hawaii, in our own ways, offer models of unique, sustainable tourism that will benefit both our peoples for many, many years to come.
MUFI’S VISITOR HEROES
Shao Xiang Yang
Position: Sous Chef
Location: Waikiki Resort Hotel
Sous chef Shao Xiang Yang of the Waikiki Resort Hotel’s Ilima Restaurant is known for his management skills as much as his culinary expertise. An employee of the hotel since 1994, Shao assumed executive chef duties during a period when the restaurant had no one in that position. He promptly accepted the responsibility and turned a money-losing breakfast operation into a popular mealtime that now serves hundreds of guests a day. His day begins early and alone as he prepares for the morning rush. He took the time to create the restaurant’s response to a demand for black noodle, a Chinese-Korean fusion dish, and it’s since become a favorite on the lunch menu. Shao’s leadership and collaborative spirit have earned him the respect of co-workers, while his customer-oriented approach to food service has him eagerly seeking customer feedback, developing new dishes, and gaining the appreciation of guests.
An Example Of Tourism At Its Best
July 27, 2011 | Hawaiian Airlines Discount Share
On any given day, there are as many as 127,000 people in Waikiki, making it a sizeable city by any account.
This population includes 20,000 residents, 32,000 workers and 75,000 visitors. While the city government provides the general public services and infrastructure for this city within a city, many businesses and residents also contribute to its betterment through Waikiki Improvement Association.
WIA has developed an impressive record during its proud 40-year history.
The association can be credited with a role in dedicating the statue of legend Duke Kahanamoku; establishing the Waikiki gateways at King Kalakaua Park and Ala Wai Boulevard fountain; organizing numerous beach cleanups; pushing for Waikiki Special District changes to city ordinances; planning for Waikiki’s revitalization; organizing popular events such as the Spam Jam, Sunset on the Beach and Waikiki Hula Conference; and joining with others to develop the Waikiki Historic Trail, among others.
Under the leadership of president Rick Egged, the WIA has taken on a number of ambitious projects to rejuvenate this engine of Hawaii’s tourism economy, largely through public-private partnerships involving the visitor industry and government agencies.
For example, when I was mayor, the Department of Planning and Permitting worked with WIA, City Council, area neighborhood boards, Outdoor Circle and businesses to amend signage regulations to allow larger signs in Waikiki.
In another initiative of my administration, we developed a public-private partnership, with the involvement of WIA, to fund the ongoing sidewalk improvements on Kalakaua Avenue that you see now.
This construction project involves the installation of quartzite pavers on sidewalks for both public and private property. It will create a seamless appearance and add to Waikiki’s standing as a world-class destination.
With traffic and transportation issues in Waikiki a major concern, WIA has been pushing for transportation improvements and is also working with the city on a transit link between Waikiki and the forthcoming rail terminus at Ala Moana Center.
The association has initiated another round of proposed planning and zoning changes to the city’s Waikiki Special District. The initial round, which Donna Mercado Kim and I championed as members of the City Council and which involved WIA and Outrigger Hotels & Resorts, led to the construction of new hotel properties with more open space. The dramatic improvements to Beach Walk, which were made possible by those earlier WSD changes, should inspire the continuing revitalization of other parts of Waikiki.
The visitor industry is more than hotels, visitor attractions and airlines. A successful tourism industry requires the collaboration of businesses, government and others, all working together toward common goals that contribute to the greater good. Waikiki Improvement Association is an excellent example of that ideal in action.
MUFI’S VISITOR HEROES
Troy Hiura
Position: Bellman
Location: Outrigger Waikiki on the Beach
Troy Hiura is a bellman extraordinaire at Outrigger Waikiki on the Beach.
Always early for work, Troy hasn’t had a sick day in more than two years now. He has a reputation for being a strong team player and having a positive attitude. For guests, Troy makes sure he makes a memorable first and lasting impression, going that extra mile to accommodate them with advice on an activity or a place for coffee, handling requests large and small, dealing with their complaints or concerns, and helping to make their stays in Hawaii unforgettable. He’s made such an impression that returning guests ask for him by name, some considering him their son from Hawaii.
His selflessness extends beyond the workplace as he donates blood to the Blood Bank, supports the Cancer Walk and MDA, and volunteers time to Drill Team Hawaii.
A Helping Hand Far From Home
July 20, 2011 | Hawaiian Airlines Discount Share
If you were robbed or injured while traveling in a place far from your island home, it would be wonderful to have someone there to offer a comforting word, some support and the reassurance that there are people who are genuinely concerned about your welfare.
On Oahu, that’s the mission of the Visitor Aloha Society of Hawaii (VASH), which does a terrific job in demonstrating the spirit of aloha to travelers in need, and in serving as a key member of the visitor industry community.
VASH was established in 1997 by the Honolulu Rotary Club as a nonprofit, volunteer organization that shares the aloha spirit with visitors in need. Today, it is the only Travelers Aid affiliate in the state and receives funding from the Hawaii Tourism Authority and private donors to continue its charitable endeavors.
Jessica Lani Rich is the president and executive director. She is assisted by two full-time employees, seven part-time case managers, and more than 100 public-spirited volunteers who are trained by VASH to support the mission of the society.
VASH offers help to visitors with round-trip tickets who have been on the island less than 60 days. The society does not provide airfare or give cash to visitors, but does help provide temporary, immediately needed services such as law enforcement, medical care and hotel support.
The organization’s work can find the staff and volunteers in a variety of settings.
Some incidents involve lost or stolen wallets and personal belongings. VASH assists with securing replacement travel documents and personal identification by cooperating with the Honolulu Police Department and foreign consulates.
The group’s volunteers have aided with medical emergencies, such as assisting with illness or death cases, helping pregnant women, and offering moral support by locating doctors and working with hospitals such as Straub, Queen’s and Kaiser.
Quite literally, VASH helps thousands of visitors a year. Just a few days ago, a Japanese tourist was stabbed in his car while lost in Palolo Valley. VASH volunteers went to the hospital to provide moral support to the victim and family members. VASH also handled some of the needs of the visitors.
When a man’s spouse died on the first day of a 25th wedding anniversary vacation, VASH was there in his darkest hours and helped him return home. The grateful widower told Jessica, “At this very moment, you’re my best friend.”
A teenage girl was injured in a glider crash five years ago while on vacation. The girl and her family return to the island every year and visit the VASH office to say hello.
These and hundreds of examples are reflected in the testimonials the society receives from thankful visitors, strangers who have found friends who care in Hawaii. While VASH toils without much acknowledgment or appreciation from the public at large, it’s gratifying and reassuring to those of us in the visitor industry that there are those in our community who are working tirelessly to ensure that the aloha spirit lives.
For more information on the good work of VASH, visit the society’s website at visitoralohasocietyofhawaii.org. .(JavaScript must be enabled to view this email address)
MUFI’S VISITOR HEROES
Alan Oku
Position: Security Officer
Location: Sheraton Waikiki
With his Honolulu Police Department experience and 15 years in the hospitality industry, Alan Oku brings a wealth of knowledge and skill to his duties as security officer at the Sheraton Waikiki.
Alan has gone out of his way to help a guest find a lost travel appliance. He set up a sting operation that nabbed two people who had been stealing valuables at the hotel’s pool, worked with his team to establish an efficient lost-and-found system, and contributed to enabling the overnight security staff to assume guest service responsibilities during their shift. His experience and a can-do attitude have made him an invaluable member of the Sheraton’s staff.
He manages to find time to coach youth baseball and football at the keiki and high school levels, participate in church activities and help organize the annual law enforcement golf tournament.
TV, Film Are Crucial For Hawaii
July 13, 2011 | Hawaiian Airlines Discount Share
I’ve long been a proponent of synergy in our local economy, particularly in linking the strengths of the travel industry with businesses that complement and supplement it.
One prime example is the film and television industry, which not only attracts outside revenue and creates jobs here, but showcases the beauty of our islands to millions of people across the globe.
When Hawaii’s film and TV industry is hot, as it is now, we see remarkable results. Last year alone was a record-breaker, with direct spending by production companies totaling more than $400 million and with a statewide economic impact of more than $600 million.
Among the high-profile movies and television shows filming in the Hawaiian Islands were the final season of Lost, a reborn Hawaii Five-0, Disney’s fourth installment of Pirates the Caribbean, the fantasy adventure Journey 2: The Mysterious Island, a prospective blockbuster for 2012 called Battleship, Oscar-winning writerdirector Alexander Payne’s The Descendants, based on a novel by Kaui Hart Hemmings and starring George Clooney, and Soul Surfer, a film based on Kaua’i's Bethany Hamilton.
A production company creates hundreds of wellpaying jobs and purchases goods and services from a host of local companies.
The cast and crew fill hotel rooms, often for extended periods. Lost, for example, had a fulltime equivalent staff of 250 local folks and worked with 1,200 different businesses. Pirates booked thousands of hotel room nights during its stay on Kaua’i.
Every time the islands are shown in a movie theater or on TV, it’s an advertisement for Hawaii.
The millions of people who will see Hawaii Five0 or Pirates of the Caribbean all see beautiful images of the Islands. That’s invaluable, incalculable exposure for Hawaii.
I recall broaching the idea of having each county open a film office to promote the industry during my tenure as director of the Department of Business,
Economic Development and Tourism. Little did we realize the impact this state-county synergy would have.
Later, as a city councilman and Honolulu mayor, I worked closely with Honolulu film commissioner Walea Constantinau in supporting the industry. In particular, we understood the importance of personal relationships, of one-on-one talks with producers and movie studio executives to assure them of Hawaii’s interest in welcoming them to Hawaii.
Whether we were meeting with studio chiefs and union officials in L.A., welcoming producers to City Hall, using Sunset on the Beach to promote the premiere of Lost or Hawaii Five-0, or participating in film festivals, our overriding goal was always to lure more productions.
The film industry is like tourism. It’s not a matter of “build it and they will come,” to use a line from Field of Dreams. We have to build upon the groundwork we’ve laid and expand the infrastructure, promote and support it because it’s a proven winner.
With just about every state in the nation, not to mention other countries, competing for film-TV productions, we must be aggressive and committed in marketing ourselves.
This is a fundamental part of doing business, and helped Hawaii keep its starring role in production after production. Now is not the time to rest on our laurels.
MUFI’S VISITOR HEROES
Barbara Branvold
Position: Cocktail Waithelp
Location: Hyatt Regency Waikiki Beach Resort and Spa
Island: Oahu
Barbara Brandvold can remember the names and faces of the Elegant Dive’s innumerable guests, recall their favorite drinks and thank them in 30 languages, including sign.
This remarkable employee of Hyatt Regency Waikiki Beach Resort and Spa, who’s been with the hotel since it opened, has been known to help visitors plan their itineraries, going so far as to escort some to local attractions. She befriended one longtime guest who stays at the hotel three times a year, and treats her like a member of the family. After talking to guests, she proposed installing Jacuzzis on the pool terrace, to the delight of everyone.
In one noteworthy gesture that’s symbolic of her people-centered attitude, Barbara donated her Hyatt employee-of-the-year prize to Shriners Hospital for Children, which used it to generate $2,000 at a fundraiser. She did so because she lost a daughter many years ago and the California children’s hospital had paid most of the medical bill, prompting her to vow to repay the kindness.
APEC: Hawaii’s Place In The Sun
July 06, 2011 | Hawaiian Airlines Discount Share
It seems like it was just yesterday that I received an inquiry from East-West Center president Charles Morrison about the City and County of Honolulu’s interest in submitting a multi-jurisdictional proposal to host the 2011 Asia Pacific Economic Cooperation summit in Honolulu.
Recognizing that safety and security, traffic control, public transportation, parks and facility upkeep, and myriad infrastructure needs would be largely the city’s kuleana, my administration assessed the idea before joining the EWC, Hawaii Tourism Authority and state government in submitting the proposal. Other cities had submitted competing proposals, so imagine our elation when President Obama announced that Honolulu had won the bid.
The event is now four short months away: this November. Leaders from at least 20 member economies, including President Obama, up to 20,000 business and government delegates and the international news media will be in Hawaii for the talks.
Bank of Hawaii chairman and CEO Peter Ho is head of the host committee, and he’s helped organize a solid publicprivate partnership consisting of representatives from business, government, education, the military, labor, community organizations and more. He spoke recently to Hawaii Hotel & Lodging Association members at a full house at Royal Hawaiian Hotel to fill us in on the committee’s progress.
He pointed out that this showcase event has enjoyed a “broad consensus of support” that has been key. About 80 percent of the funding received thus far has been from the private sector, from the visitor industry, local businesses, international corporations, foundations, labor unions, health groups and others.
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APEC will achieve a number of goals, said Ho, among them: It will deliver a “world-class” level of support to the State Department, the White House and the president, who are the official hosts for the summit.
The local host committee wants to “share Hawaii stories” with the delegates and position our community to “shine as brightly as it can” by showcasing education, research, health sciences, astronomy and other island assets. APEC will show the “quality of Hawaii” for both visitor and business travel.
And the group has planned Neighbor Island tours before and after the summit as a means of closing the “false distance” between the islands.
From the very moment the APEC proposal was brought to my attention as mayor, I recognized it as a perfect opportunity to demonstrate Hawaii’s role as the “Geneva of the Pacific,” a dream offered decades ago by newspaper publisher Bud Smyser. Hawaii has long been a meeting place for prominent trade groups and business organizations, but perhaps none will be as prominent as this summit of world leaders.
Given the importance of APEC, it can become the catalyst for our nation to prioritize the easing of travel restrictions, specifically through visa waivers. We must balance hospitality and security, and the waivers can pave the way as they did when Japanese were granted the waivers which greatly accelerated travel from that country to ours.
China, in particular, is a potentially huge travel market that we could tap. Chinese now wait an average of 48 days for a visa interview at a U.S. Consulate.
By contrast, European travelers can get an appointment in 12 days or less. The Commerce Department predicts that even a 10 percent increase in foreign travel to our country would generate 100,000 jobs. Imagine what that could do for Hawaii ...
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Our efforts in executing a successful summit should portend benefits for Hawaii and our nation. With all of us working together, APEC will be our chance to shine, our time to enjoy a place in the sun.
MUFI’S VISITOR HEROES
Mike Ajifu
Position: Bellman
Location: Aqua Palms & Spa
Island: Oahu
Guests’ compliments never stop for Mike Ajifu, a bellman at the Aqua Palms and Spa in Waikiki, and the reasons are many.
Mike worked at an airline while attending college before making the change to the hotel industry. Over the years, he’s made such a lasting impression on visitors that guests from former hotel employers have come to visit him and even book rooms at the Aqua. Known for going the extra mile in everything he does, Mike gave the expression new meaning when Korean honeymooners lost their passports. Needing replacement passports from the Korean consulate but due to leave the next day and also wanting to visit the Polynesian Cultural Center, Mike took the couple to the consulate after work, then drove them all the way to Laie for the show, refusing to take no for an answer.
Mike’s spirit spills over to his personal endeavors, where he volunteers with the Japanese program at his alma mater, MidPacific Institute, and also coaches football with the Pac-5 varsity team.
Island Tourism Heroes Go National
June 29, 2011 | Hawaiian Airlines Discount Share
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June found me in Atlanta for two major dates for the visitor industry: the American Hotel & Lodging Association’s summer meeting and the International Society of Hotel Association Executives’ summer conference.
As president of the Hawaii Hotel & Lodging Association, an AHLA affiliate, I had the pleasure of being present when Nancy Gorospe and Brian Hunnings, both of the Westin Moana Surfrider, received national honors at the Stars of Industry ceremony.
Nancy was selected outstanding lodging employee of the year, and Brian was named manager of the year, in the large property category of 301 rooms or more.
This is the third consecutive year Hawaii has produced the AHLA’s top lodging employee. Last year’s recipient was Leticia Gamiao of the Aqua Waikiki Wave, and the 2009 honoree was Buster Civerolo of the Waikiki Beach Marriott Resort & Spa.
This was the first time a Hawaii employee was named top manager and the first time two representatives from the same property received national titles.
Nancy is a fountain dispenser who has worked at the Moana for 22 years. She’s earned a reputation for going the extra mile in everything she does. She oversees the snack bar that covers the beach and pool areas of the banyan wing. Repeat guests have cited her exceptional service and aloha spirit as the reasons they return to Hawaii and stay at this Waikiki landmark. Nancy also is active in the community, participating in the Aloha Festivals and volunteering with the Hawaiian Humane Society.
Brian has been in the hospitality industry for 21 years and enjoyed great success in strengthening his food and beverage team at the Moana Surfrider. Among his achievements, he has introduced programs that have led to significant increases in business for Starwood’s restaurants. His passion for locally grown products led him to launch a crusade to support island farmers, the results of which ended in Starwood’s expansion of Hawaii products on the hotels’ menus.
Brian also is an active supporter of the Aloha United Way and Aloha Festivals, while he and co-workers assist HUGS (Help, Understanding, and Group Support), which provides resources for families of terminally ill children.
Three others with Hawaii ties were named Stars of the Industry by the AHLA.
Craig Huish, former general manager of the Best Inn Hukilau Resort in Laie, won the oustanding U.S. educator award for his work with the hospitality management program at Utah Valley University.
Simon Rusconi, formerly of the Royal Hawaiian Hotel and Moana Surfrider, won in the special events category for his work as general manager of the St. Regis Atlanta.
Ren Hirose, general manager of the W Los Angeles- Westwood, shared the honor in the same category. Hirose is a graduate of Baldwin High School and the University of Hawaii’s School of Travel Industry Management.
Hawaii’s representatives for the Stars of Industry are chosen from the HHLA’s Na Poe Paahana (The Hard Working People) program. This program receives more than 200 nominations a year from member hotels and businesses throughout the state, from which the top employees are selected in various categories.
Brian and Nancy, as members of the Starwood Hotels & Resorts ohana, are symbolic of the tens of thousands of exceptional employees of the visitor industry, who not only make innumerable contributions to their businesses and fellow employees, but to our economy and community.
This was a well-deserved accolade for Brian and Nancy, our “Tourism Heroes” for this edition of MidWeek.
The Pro Bowl Is Good For Hawaii
June 22, 2011 | Hawaiian Airlines Discount Share
In 1992, while I was serving as director of the Hawaii Department of Business, Economic Development & Tourism, Governor Waihee asked me to return a call to the National Football League regarding the Pro Bowl. So I made the call and spoke to then vice president and now commissioner Roger Goodell to discuss the future of the game, which by then had called Hawaii home for more than a decade.
Aloha Stadium honcho Mackey Yanagisawa had led the charge to bring the game to Hawaii in 1980. By 1992, thanks to the enthusiastic support it received from its new home base in Hawaii, the Pro Bowl was rejuvenated after years of flagging fan interest.
But other cities had seen what we’d done and were vying to financially support the game, and the NFL was obligated to consider those bids. What Hawaii had to do was develop a competitive package to keep the Pro Bowl. Recognizing that tens of thousands of football fans had traveled to Hawaii for the game, I pitched a proposal to Governor Waihee to transform the Pro Bowl into a tourism marketing promotion for Hawaii, and he agreed. We worked with the Hawaii Visitors Bureau and the Legislature on a $1 million package to keep the game, thereby preserving what has now become a partnership in its 32nd year.
Then, as now, we need the Pro Bowl, and here’s why: The state’s investment of $4 million, which comes from hotel room tax revenue, not local tax coffers, generates more than $28 million in visitor spending, according to an analysis by the Hawaii Tourism Authority. That spending generates $3.07 million in state taxes from football fans who come for the game.
Our visitor industry is “choke” with guests during the game period, with hotels, airlines, tourist attractions, restaurants and retail shops, and related enterprises doing booming business.
The last game reached 13.4 million television viewers, many of them no doubt shivering in wintry North America. With the network showing sun, surf and beautiful weather in the weeks leading up to game day, and then throughout Pro Bowl Week and the live broadcast, Hawaii’s exposure is unparalleled.
The NFL is a major benefactor of Hawaii, donating $100,000 a year to nonprofits through NFL Charities. It also built an NFL Youth Education and Training Center in Nanakuli, the only one outside an NFL team city.
Hawaii has produced scores of top-notch athletes who’ve played in the NFL, among them retired stand-outs Rockne Freitas, Jim Nicholson, Jesse Sapolu, June Jones, James and Herman Clark, Arnold Morgado, Blane Gaison, Rich Miano, Charlie and Kale Ane, and Ma’a Tanuvasa, to name a few. They’ve returned to the Islands and continued to contribute to the community.
Just as importantly, local folks love sports as part of our history and legacy. Fans go to the Pro Bowl events to rub shoulders with the players and enjoy all the hoopla associated with the game. It’s definitely a welcome part of our lifestyle.
Whether it’s the Pro Bowl, the Honolulu Marathon, Maui Classic, college athletics, the Sony Open or any other event, sports tourism bolsters our economy.
MUFI’S VISITOR HEROES
Kenneth Bryant
Position: Safety and Security Supervisor
Location:Waikiki Beach Marriott Resort & Spa
Whether it’s putting a Band-Aid on a little girl, helping a lost boy reunite with frantic parents or responding to a guest’s life-threatening illness with characteristic cool, it’s all in a day’s work for Kenneth Bryant, safety and security supervisor at Waikiki Beach Marriott Resort & Spa.
Kenneth’s responsibilities are security-related, but guests rave about the service and care he provides. He’s admired by co-workers as well, his team spirit earning him the respect of colleagues. He always accepts additional assignments in a pinch, and can be counted on to put aside his own needs for the good of the hotel and staff.
He’s active in charitable work, including the Aloha United Way and Charity Walk. Kenneth brings his family to help with the Waikiki Beach cleanup. Those are just some of the reasons Kenneth was named Security Officer of the Year at the Hawaii Hotel & Lodging Association’s annual Na Poe Paahana awards.
Food And Wine Festival In Waikiki
June 15, 2011 | Hawaiian Airlines Discount Share
This September, Waikiki will be filled with the culinary creations of local and international master chefs, the unique flavors of the Hawaiian Islands, and all the excitement and festivity of what will become a premier date on Hawaii’s events calendar.
The event is the first Hawaii Food & Wine Festival, to be held Sept. 29 to Oct. 1. It is being chaired by Roy Yamaguchi and Alan Wong, both celebrated chefs, restaurateurs, James Beard Award-winners and familiar faces to local foodies.
With a theme of “Taste Our Love for the Land,” the festival will showcase the best of Hawaii: our chefs, outstanding food, and local produce and products. Besides Yamaguchi and Wong, 30 internationally renowned master chefs will star in the production, including Iron Chef Masaharu Morimoto of Morimoto Waikiki and colleagues from throughout the United States, Canada, Singapore, Japan and Australia. Many of the chefs are noted for their sustainable “farm to table” approach to cooking.
Chef Morimoto will kick off the festival Sept. 29 with “Streets of Asia: Morimoto & Friends” at the Waikiki EDITION hotel. The next evening will feature the “Halekulani Master Chefs Gala Dinner Series,” and the final night will be “From Mauka to Makai: Hawaii’s Sustainable Future” at the Hilton Hawaiian Village Resort and Spa.
Funds will benefit the Hawaii Agricultural Foundation and Culinary Institute of the Pacific.
Sponsors include the Hawaii Tourism Authority, Food & Wine magazine, American Express, Kamehameha Schools, the Hawaii Department of Agriculture, Hawaii Hotel & Lodging Association and a growing list of businesses.
It’s gratifying to see the fruits of our labors, the seeds of which we planted back in the early 1990s when I was director of the Department of Business, Economic Development & Tourism. At the time, we worked with other state agencies, local chefs, the Visitors Bureau, airlines, hotels, and travel-related businesses to actively promote our cuisine - via a road show, participation in trade shows, and other means in Asia, Europe and North America - in what was then a novel idea. We demonstrated that Hawaii was more than just sun and surf, that we could boast of top-notch chefs, restaurants, food, seafood and agricultural products and give visitors another reason to travel here.
This forthcoming festival, which joins several others in Hawaii, will further our reputation for exceptional cuisine as well as show off the wealth of food products in the Islands. Locals and visitors alike have enjoyed our regional cuisine for many years, but promoting greater awareness through events like this one can only benefit our state by expanding our appeal, creating and preserving jobs in the restaurant and hotel industry, helping suppliers and related businesses, and supporting general economic growth.
Local cuisine has the added benefit of supporting producers of locally grown commodities, which means that we keep farms profitable and prevent these green open spaces from being developed, and which helps Hawaii retain the natural beauty that attracts visitors to begin with.
More information soon will be available at hawaiifoodandwinefestival.com.
MUFI’S VISITOR HEROES
Rodney Suzumoto
Position: Director of Engineering
Location: Hawaii Prince Hotel Waikiki and Golf Club
Rodney Suzumoto’s responsibilities as director of engineering can find him on the golf course, where he’s busy overseeing maintenance issues, or in the hotel kitchen, where he’s cooking breakfast to honor the housekeepers.
That’s the caliber of leadership and commitment this 20-year veteran of Hawaii Prince Waikiki and Golf Club brings to his job. He took control of the hotel’s golf course to improve maintenance and rejuvenated it in time for a grand reopening. He collaborated with the U.S. Tennis Association to establish the Hawaii Prince Tennis Club. His focus on conservation enabled the hotel to save thousands of dollars in energy costs by minimizing elevator usage and lighting without affecting service or safety.
Rod plans the Family Fair festivities for Prince employees and, with his engineering department staff, organizes an annual breakfast for the housekeeping staff in honor of National Housekeepers’ Week.
Furthermore, he’s a big supporter of the Blood Bank drive, is an officer in the Hawaii Hotel & Lodging Association’s Engineers Council, and is active as a coach in youth baseball, softball, basketball, soccer, volleyball and football.
Visitor Industry Steps Up Again
June 08, 2011 | Hawaiian Airlines Discount Share
The Hawaii Hotel & Lodging Association’s annual statewide Visitor Industry Charity Walk in May was a resounding success, with a record $1,155,100 raised to benefit more than 200 local charities. Meanwhile, on the Big Island, the association presented a $5,000 donation to the Kona Village/Hualalai Relief Fund to help visitor industry workers affected by the March tsunami.
These acts were expressions of the visitor industry’s long-standing civic leadership and involvement in the betterment of our island community.
For the Charity Walk, a total of 10,950 participants on five islands put their best slippahs forward for the event, which marked its 33rd year. The walks were held on three consecutive Saturdays beginning May 7, with Molokai first; Hawaii, Kauai and Maui second; and Oahu last.
Maui raised the most money, with donations reaching $470,100. The other totals were Big Island, $161,000; Kauai, $137,000; Molokai, $5,000; and Oahu, $382,000. More than $23 million has been raised during the lifetime of the Charity Walk.
This year’s walk was chaired by Kelvin Bloom, president of Aston Hotels & Resorts, who said, “It’s an unprecedented outpouring of kindness and kokua that exemplifies our aloha spirit. A big mahalo to all of the thousands of folks who participated and gave so generously, especially considering the tough economic times.”
The funds will be used to support local organizations engaged in charitable work, meaning the funds raised here stay here.
Dennis Brown, president and CEO of Big Brothers Big Sisters of Honolulu, told us, “The Charity Walk has been a consistently significant contributor to BigBrothers Big Sisters of Honolulu’s after-school mentoring programs for children and youths. We are grateful for the support of the visitor industry community which helps us make a meaningful impact on ... children.”
Donna D. Fouts, executive director of the United Cerebral Palsy Association of Hawaii, said, “In these economically challenging times ... it is so wonderful to have a Hawaii event like the Visitor Industry Charity Walk that is focused on giving back to our local community. The funds ... have gone a long way in helping United Cerebral Palsy provide quality of life for those with disabilities. ... UCPA has additionally enjoyed walking as a group each year in this fun and festive event.”
The HHLA’s donation on the Big Island will help visitor industry employees who lost their livelihoods because of the natural disaster. The Kona Village Resort, Hualalai Resort and Four Seasons Hualalai were damaged by the tsunami.
The Kona Village has been closed indefinitely, with 230 employees losing their jobs.
Affected employees will be invited to apply for aid, which can include grocery and fuel gift cards; assistance to pay utilities; money for health insurance, and vocational training or tuition assistance.
The Kona Village/Hualalai Relief Fund is being administered by the Hualalai Ohana Foundation. The foundation has already provided a $25,000 gift for the fund and will add another $25,000 once the original donation is matched by the public. The foundation is accepting all donations. Information is available at http://www.hualalaiohanafoundation.com. Checks should be mailed to P.O. Box 5227, Kailua-Kona, Hawaii 96745.
Whether providing internships and scholarships for high school students, raising millions of dollars for charities or helping industry employees, the Hawaii Hotel & Lodging Association is taking an active role in contributing to the greater good.
MUFI’S VISITOR HEROES
Julie Manuel
Position: Seamstress
Location: Hilton Hawaiian Village Beach Resort and Spa
Island: Oahu
You’ve seen Julie Manuel’s work many times over the years: Hilton’s Aloha Festivals floats and costumes for 16 years, Honolulu Festival Mikoshi parade banners, Easter bunnies in the lobby. Julie has been with the Hilton for nearly 40 years, first as a housekeeper and as a seamstress for the past 14 years. Her exceptional mastery of skills, reports her supervisor, enables her to make last-minute clothing alterations for visiting royalty, a quick fix to a bridesmaid’s gown, or upholstery repairs for hotel and restaurant furniture. It’s no wonder Julie was named Housekeeper of the Year at the Hawaii Hotel & Lodging Association’s 2011 Na Poe Paahana Awards.
DOE’s Amazing Tourism Academy
June 01, 2011 | Hawaiian Airlines Discount Share
Of the many challenges facing teachers, one is demonstrating to students the relationship between what they study in class and how to use that knowledge once they’ve left school.
The Department of Education’s Academy of Hospitality and Tourism makes that connection, using a combination of classroom curriculum with hands-on experience to stimulate learning and problem-solving skills, develop good work attitudes and even pave the way for a fulfilling career in the travel industry.
Six public schools in Hawaii have academies: Waipahu and McKinley on Oahu; Baldwin, Maui, and Lahainaluna on Maui, and Kauai on the Garden Isle.
I had the opportunity to meet the dynamic directors of two: Waipahu’s Todd Nakayama, during a visit for the program’s graduation, and Kauai’s Kathy Morishige, in conjunction with the Visitor Industry Charity Walk May 14 in Lihue.
These academies, among 155 nationwide, use a program from the American Hotel and Lodging Association. Locally, the Hawaii Hotel & Lodging Association provides support, while several hotels and tourism-related businesses offer internships, job shadowing and on-the-job involvement in event planning. The learning component has in-depth studies of the travel industry, with coursework in hospitality, communication, management, sales and marketing, food and beverage, event planning and community service. The work experience has the added benefit of creating networking and relationship-building opportunities.
Students can earn college credit upon completion of two national exams, or can receive a certification in several hotel-specific fields. The schools have sent students to represent Hawaii at national competitions sponsored by the American Hotel & Lodging Association. Waipahu placed fourth overall this school year, and first in the Knowledge Bowl competition. Members of the team were captain Richard Dean Danao, Karen Gail Galanto, Dulce Ramos and Kimberlyrose Garcia.
The Marauders’ Todd Nakayama has been recognized for his academic leadership, earning the AHLA’s national Lamp of Knowledge Award and the state’s Lodging Management Program Teacher of the Year honor, both in 2010.
MUFI’S VISITOR HEROES
Robin Zukeran
Position: Guest Services Representative
Location: Courtyard by Marriott Waikiki Beach
Island: Oahu
When it comes to making a good first impression, Robin Zukeran has no equal. The guest service representative at busy Courtyard by Marriott Waikiki Beach greets every guest with a warm smile, professional appearance and the aloha spirit.
Robin keeps up to date on hotel services and community events so he can share suggestions or answer questions from guests looking for something to do or somewhere to eat. Whether Robin is searching for lost items or mapping the best travel route, the people he’s helping feel like royalty. He’s befriended airline crews and is able to welcome them by name, and that approach to one and all has earned him plaudits reflected in Marriott’s guest satisfaction surveys.
Robin is an assistant scout master for a Boy Scout troop and coaches them on their sports activities, while also spending time with church and his son’s school activities.
Our Military Is A Force In Tourism
May 25, 2011 | Hawaiian Airlines Discount Share
The military is Hawaii’s second largest economic force, with spending totaling roughly $8.8 billion a year (as of 2009), just behind tourism according to state government figures. That’s why, as a City Councilman and later as mayor of Honolulu, I established military affairs committees, consisting of public officials and military commanders, to work on shared goals and problems requiring collaboration.
Armed forces personnel and their families are important contributors to our community, as friends and neighbors, co-workers, customers of local businesses, public-spirited citizens who support worthy causes, and more. They’re involved in public safety, responding to emergencies such as search-and-rescue operations or natural disasters.
They also contribute to our number-one industry, tourism. From a travel perspective, active duty personnel, their families and retirees are tourists. They visit Hawaii from other places, on vacation or for business, just like other travelers. They enjoy the sun, sand, sea, surf and our spirit of aloha, just like other travelers. And they support local businesses, just like other travelers.
Furthermore, the military has a direct or indirect role in the visitor industry through its connection to some of Hawaii’s top attractions. On Oahu, the USS Arizona Memorial and related Pearl Harbor historic sites, under the National Parks Service, are major stops on every visitor’s itinerary. Nearby, the Battleship Missouri Memorial and the new Pacific Aviation Museum make their home at Ford Island in Pearl Harbor, thanks to the Defense Department. The National Memorial Cemetery of the Pacific, or Punchbowl, is the final resting place of those citizen-soldiers who defended our nation, as well as a top destination.
Considering the importance of the armed forces to our state, every effort should be made to reach out to the military to let them know we appreciate their service and to build partnerships with each branch on matters of common interest.
Outrigger Enterprises President and CEO David Carey and his staff are actively involved in promoting a close relationship with the military. David is a long-time supporter of the Chamber of Commerce’s Military Affairs Committee. He demonstrates that support in the company’s operations, where key personnel are assigned to handle matters involving the armed forces. Outrigger goes so far as to donate excess furniture to military families moving to Hawaii for the first time.
May is Military Appreciation Month, and I encourage you to show your appreciation.
MUFI’S VISITOR HEROES
Raul “Flip” Herrera
Position: Maintenance Journeyman
Location: Sheraton Princess Kaiulani
Island: Oahu
Raul “Flip” Herrera is deemed the “go-to guy” for the maintenance needs of the Princess Kaiulani, a Waikiki landmark. An air-conditioning specialist by training, Flip has expanded his expertise to include boiler and steam systems by attending school and shadowing outside experts to hone his skills. He applied that know-how to maximize the efficiency of the hotel’s boilers, saving thousands of dollars in utility costs in the process.
He recently made emergency repairs that prevented major water damage, a typical response for an employee who makes himself available around the clock. Flip also deals directly with guests’ needs, impressing one guest so much that he promised to return to the Princess Kaiulani rather than a stay at a vacation condo, his customary vacation accommodations.
Flip has earned performance awards many times for the caliber of his work. He takes this same spirit into the community, helping neighbors and donating his time and money to installing air-conditioning systems for churches across the state.
TIM School: Major Economic Force
May 18, 2011 | Hawaiian Airlines Discount Share
The University of Hawaii’s School of Travel Industry Management is celebrating its 45th anniversary this year. While this milestone is being observed with appropriate fanfare by faculty, students and alumni one and all, I feel the TIM school has been largely under appreciated by the general public, particularly for its role in our largest and most important industry, tourism.
Yes, we recognize the educational opportunities that a college education provides. We also know that the University of Hawaii has educated generations of Island folks for more than a hundred years. But we sometimes fail to recognize that the UH system has had, and continues to have, a tremendous impact on our economic prosperity.
Think about what the UH has given us: the engineers, architects, and construction trades people who build our homes, workplaces, and infrastructure ... doctors, nurses, and medical professionals who care for our health ... teachers in our schools and colleges ... business, labor, and government leaders ... scientists and researchers who are helping us better understand our world ... skilled trades men and women in business, government, and the military ... computer experts ... sports coaches and professional athletes ... and, to my point, the individuals who have filled the ranks of our visitor industry and related enterprises as executives, managers, restaurateurs, chefs, support staff and the myriad other occupations that contribute to the success of tourism.
The School of Travel Industry Management has been a cornerstone of the visitor industry throughout its existence, not only for Hawaii but across the globe. As a prime example, the TIM School honored one of its own at its 45th anniversary banquet. Joseph Toy, head of locally based Hospitality Advisors and an alumnus of the school, was inducted into the Alumni Hall of Honor for his success in developing his company into one of the world’s leading tourism consulting firms.
He joined another alum, Ernest Nishizaki, president of Kyo-ya Management Company, who was the very first inductee into the Hall of Honor. Coincidentally, Ernie received the 2011 American Hotel and Lodging Association’s State Leadership Award for his support for the travel industry.
TIM also honored Mark Dunkerley, president and CEO of Hawaiian Airlines, with its Legacy in Tourism award for his role in making this home-grown company one of the best in the nation.
These individuals have used their educations and experiences not only to make invaluable contributions to travel and tourism, but to serve as outstanding examples of the school and community.
As the TIM School continues to build on this legacy during this landmark year, it behooves us to reflect on the many achievements this institution and the entire University of Hawaii system have made, and continue to make, to our progress.
MUFI’S VISITOR HEROES
Roldan Blando
Position: Food and Beverage Supervisor
Location: Marriott’s Ko Olina Beach Club
Island: Oahu
Roldan Blando’s supervisors are effusive in their praise: “Strong leadership gift,” “commitment to quality” and “admirable integrity and responsibility” are just a few of the superlatives used to describe his work at Marriott’s Ko Olina Beach Club.
Roldan, who heads the utility and culinary team, has earned a reputation for outstanding service to the club’s guests, as well as his ability to successfully lead his team of co-workers. He helps organize a luau for 400 each week by preparing the grounds, attending to myriad details, ensuring an appealing buffet line and even greeting guests and escorting them to their seats.
Roldan arrived in Hawaii from the Philippines a little more than 10 years ago. He began work on Maui in the hotel industry and split his time for a while with a second job at the Marriott Ihilani on Oahu before joining the club in 2004. He somehow finds the time to be an active supporter of numerous charitable organizations in his spare time.
Bishop Street, Waikiki Converge
May 11, 2011 | Hawaiian Airlines Discount Share
Tourism executives ventured outside Waikiki in late April to meet at the heart of Bishop Street with First Hawaiian Bank’s chairman and CEO Don Horner to discuss the visitor industry and its place in Hawaii’s economy.
The event was sponsored by the Hawaii Hotel & Lodging Association’s Oahu Chapter.
While Bishop Street and Kalakaua Avenue may seem worlds apart, Don made it clear that the visitor industry should be held in high esteem, and he recognized its tremendous contributions to the state’s prosperity.
He offered a number of observations about the visitor industry, among them:
Tourism is, in fact, an “export” business that brings billions of dollars in offshore revenue to Hawaii each year.
Tourism is a stable industry for our state. It’s literally a bricks-and-mortar industry that will remain in the Islands.
“Unlike other industries, people can’t take away hotels and move them back to the Mainland,” he said.
Much of the infrastructure on the Neighbor Islands - roads, schools, water, sewers - would not have been constructed without the infusion of revenue from tourism.
Our travel industry leaders have positioned Hawaii over the last few years as a world leader; we have steadily gained market share over our international competition.
And our “brand” is world-renowned.
Tourism is not an “old industry,” as some have described it. It has become a “high tech” industry with very good-paying jobs.
Hawaii tourism has reinvented itself over the years, and “other Hawaii businesses can learn a lot” from its success, said the FHB head.
Tourism is a “green industry” that promotes eco-tourism, and its success depends on a pristine Hawaiian natural environment.
The travel industry very much assisted in perpetuating our host culture in terms of music and dance by encouraging the fact that without our Hawaiian culture, Hawaii would not be unique.
Horner concluded: “Tourism represents 40 percent of our jobs statewide, directly or indirectly. We eat out of the same rice bowl. If tourism is healthy, the state will be healthy.”
It was the first time many of the executives had been to the upper floors of the bank’s downtown tower, and they appreciated the words of support from “Bishop Street.”
They are words everyone in Hawaii should take to heart.
MUFI’S VISITOR HEROES
Roy Robins
Position: Security Officer
Location: The Royal Hawaiian
Roy Robins has the sobriquet of “Ambassador of Aloha” at The Royal Hawaiian, a distinction earned over a stellar 29-year career with this Waikiki landmark.
He’s held a number of positions, including guest service manager, and food and beverage manager. But it’s as a security officer that he’s made a lasting impression on guests and fellow employees alike. He and two fellow officers saved the life of a guest who suffered a heart attack. They used cardiopulmonary resuscitation and a defibrillator to revive the victim, who survived thanks to the security team.
Roy’s grandmother Mary Robins composed the ballad Royal Hawaiian Hotel that has become a signature song for the hotel. He fosters an appreciation of the Hawaiian culture by helping plan the annual May Day program and serves as emcee for the festivities. (Roy is the father of former UH Wahine volleyball star Joselyn Robins.)
A supervisor describes Roy’s work attitude as, “No task or assignment is too difficult for him ... [and] his example as an ambassador is what sets him apart from the rest.”
Charity Walk Marks Its 33rd Year
May 04, 2011 | Hawaiian Airlines Discount Share
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Our island people never fail to respond - and respond generously - in times of need. With the condition of our economy and state cutbacks in social service spending only adding to the burdens now being borne by Hawaii’s charitable organizations, our visitor industry is responding to the challenge through the annual Charity Walk in May.
Now celebrating its 33rd year, the Visitor Industry Charity Walk is sponsored by the Hawaii Hotel & Lodging Association, in partnership with the Honolulu Star-Advertiser, Oceanic Time Warner Cable and KCCN FM100.
The money raised - now amounting to nearly $1 million a year and $22 million since the event’s inception - is donated to scores of local charities to support their good deeds. Money raised on an island goes to charities on that island. It’s become the largest single-day fundraiser in the entire state.
Kelvin Bloom, president of Aston Hotels & Resorts, is chairman for the 2011 Charity Walk, and he and I are drumming up statewide support for this very worthy cause.
There will be three events on consecutive Saturdays, all with the theme of “Put Your Best Slippah Forward”:
May 7, Molokai
May 14, Big Island, Maui and Kauai
May 21, Oahu
On Oahu, the walk begins at 7 a.m. at Ala Moana Beach Park’s McCoy Pavilion, with 16 checkpoints along a 6-mile route that circles Waikiki. The event features a buffet line of food, entertainment and treats. Finishers will be treated to a plate lunch from Sheraton Hotels and entertainment by Ike Pono and Hawaiian Slice. The minimum donation on Oahu is $35 for adults and $25 for those under age 18.
The Charity Walk is open to all - friends, family, neighbors and anyone with a love for Hawaii is welcome to participate.
Information and entry forms are available from participating lodging properties and companies, by visiting charitywalkhawaii.org, or by calling the Hawaii Hotel & Lodging Association at 923-0407.
The members of the travel industry are actively engaged in supporting our friends and neighbors across the state through community service, civic involvement and support for charities - and the Visitor Industry Charity Walk is a shining example of that aloha spirit in action.
MUFI’S VISITOR HEROES
Chizuru Burmeister
Position: Hostess
Location: Front Office Agent
Employment: Aston Waikiki Beach Tower
She’s the embodiment of the aloha spirit: Chizuru Burmeister, an employee of the Aston Waikiki Beach Tower, was recently named Front Office Person of the Year by the Hawaii Hotel & Lodging Association.
Chizuru, “Chizu” to her fellow staffers, has been with Aston for five years. She’s made a huge impression on guests during that time, going out of her way to provide hospitality and service that have earned her countless plaudits from guests and awards from the hotel and parent company.
One Christmas, she personally searched for a dis-oriented elderly guest who had become separated from his family during holiday festivities. Chizu decided to conduct her own search and by some miracle found the man in the Ward Avenue area and reunited him with his loved ones.
Repeat guests make it a point to call her directly with their reservation requests, knowing she’ll make them feel at home.
Marketing America Abroad
April 27, 2011 | Hawaiian Airlines Discount Share
Yes, we know states like California and Florida are magnets for tourists. According to the U.S. Travel Association, those states annually generate about $99 billion and $70 billion in travel spending and 858,000 and 757,000 direct jobs, respectively.
But even states not known internationally as travel destinations, say Missouri or Oklahoma, enjoy the benefits of travel. The Show Me State can point to $12 billion in tourism spending and 125,600 direct jobs, while the Sooner State reaps $6 billion in spending and 77,800 jobs.
For those of us in Hawaii, there’s no denying that tourism is our top industry, the most significant single source of private sector employment and a major revenue-producer. We recognize tourism’s importance.
But despite the contributions of tourism to our nation, the federal government has been slow to support the visitor industry. Billions in federal dollars have been spent to market American goods and services overseas, such as farm products, but with no commensurate support for tourism despite its role in the economies of every state.
That’s about to change. The passage of the Tourism Promotion Act, signed into law by President Obama in March, should provide a welcome boost to our fortunes by marketing U.S. tourism in foreign markets - for the first time ever.
This act was one of the initiatives I pushed when I served as chairman of the U.S. Conference of Mayors’ Committee on Tourism.
Thanks to congressional advocates such as U.S. Sen. Daniel Inouye, we secured passage of this legislation that will direct federal resources to promoting international travel to the United States.
The program is in the Department of Commerce and under the direction of a nonprofit corporation, with noted Island chef Roy Yamaguchi an active member of the governing board.
Funding for the marketing will come from visa fees. Combined with our continuing efforts to ease visa restrictions from friendly nations, and to strike a better balance between homeland security and hospitality, we expect this new initiative to attract 1.6 million new visitors from abroad, generate $4 billion in additional spending, produce $321 million in federal tax revenues and create 40,000 jobs.
The international marketing initiative is expected to kick off during the second half of this year. That will dovetail perfectly with the Asia Pacific Economic Cooperation summit being held this November in Honolulu.
These two developments can only help the travel industry and our island economy, at a time when we need them most.
MUFI’S TOURISM HEROES
Nancy Gorospe
Title: Fountain Dispenser
Employment: Moana Surfrider, A Westin Resort & Spa
Nancy Gorospe is the Outstanding Lodging Employee of the Year, an honor bestowed by the Hawaii Hotel & Lodging Association at its 2011 Na Po’e Pa’ahana (The Hard Working People) awards program.
Gorospe, who’s worked in the hospitality industry for 21 years, earned the title for having the reputation of going the extra mile in everything she does at the Moana Surfrider. One elderly couple that stays at the hotel six months a year has made it clear that they’ve been guests for two solid decades solely because of her. She has befriended the couple and even does errands for them on her own time.
On her own initiative, Gorospe researched and market-tested a new food product among guests at the hotel’s snack bar. As a result, the Moana changed to that product and is now generating an additional $5,000 a month in revenue.
Her take on her approach to work? “Because I love it!” she says. “It makes me feel good that I can help others.”
Tourism, Education Go Together
April 20, 2011 | Hawaiian Airlines Discount Share
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Editor’s note: With this issue, MidWeek introduces a new column focusing on Hawaii’s largest industry, tourism, written by a man who knows it well, former Honolulu Mayor Mufi Hannemann, president of the Hawaii Hotel and Lodging Association.
A largely unheralded but vitally important partnership in our island community is between the visitor industry and our public schools. The industry depends on the schools to produce educated, skilled young people for its work force.
Tourism creates jobs in the tens of thousands and generates the billions of dollars in revenue that support our educational system.
But the visitor industry also takes a very active role in our school system. The Hawaii Hotel & Lodging Association, for example, organizes internships, provides college scholarships, coordinates partnerships between member companies and schools, and supports learning in other ways.
Industry representatives, meanwhile, participate in career fairs, speak about tourism to students, and contribute to the community both professionally and personally.
One of the HHLA’s proudest achievements in education is the Citizenship Award, in which the association, Honolulu Star-Advertiser and Department of Education join every year to honor seniors from each of Hawaii’s 42 public schools for their service to school and community. The teens have chosen a path of civic service, and we believe these exceptional students merit public attention for their good deeds.
A $1,000 scholarship is awarded to one top senior from each high school. Recipients are standouts among their classmates, though not necessarily by dint of their academic achievements or athletic success.
The award honors those young people who have contributed to making Hawaii a better place and who best exemplify the Department of Education’s vision of a model public high school graduate who, among other things, exercises the rights and responsibilities of citizenship.
Of the 42 honorees, 22 come from Oahu.
In addition to the scholarship, the honorees are to be featured in the Honolulu Star-Advertiser and were feted at a luncheon, this year held April 15 at the Waikiki Beach Marriott Resort & Spa.
This will not be the last time we hear about, or from, these promising citizen-leaders.
Their achievements should inspire us to give as much as we receive as citizens of Hawaii and the United States.
At the same time, the lengthy roll of business sponsors of the 42 Citizenship Awards points to the vitality of the visitor industry’s partnership with Hawaii’s schools and tourism’s commitment to ensuring that relationship’s strength and longevity.
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