Lodging & Food Service — July/August 2011
Mufi
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Hilton Hawaiian Village Celebrates Years
50
HONOLULU, HAWAII PERMIT NO. 583
PAID PRSRT. STD. U.S. POSTAGE
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CONTENTS J u l /A u g 2 0 1 1 – Vo l u m e 2 6 – N o . 4
3 Behind the Aloha 3
The Green Way
3 Clean Talk with Rose 4 Mufi Checks Inn 9
The Diverse Traveler
10 Hilton Celebrates 50 Years
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17 Catering – Conventions & Trade Shows 20 Outstanding Hospitality Guest Services Professionals 22 News Briefs 22 Advertiser Contacts & Index 23 Association News
ON THE COVER Mufi Hannemann, recently appointed president of the Hawaii Hotel & Lodging Association (Photo by Jason Soeda; design by Ursula Silva)
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o this day I can still hear my mom admonishing my sister and me to put on our “Sunday best” for church every Sunday morning. And that’s the phrase that came to mind as I was listening to Gregg Yamanaka, president and CEO of APEC (Asia Pacific Economic Cooperation) 2011, present “The Benefits and Economics of APEC” to members of the NAIOP (National Association of Industrial and Office Properties) Commercial Real Estate Development Association. Besides reviewing the potential return a successful event would bring, his address also touched on the plethora of preparations currently under way, from road work and other aesthetic retouches to transportation, security, service and everything in between. Although the visitor industry – perhaps more than any other business in the state – has a clear focus on customer service, with President Barack Obama inviting the global economies to visit his home and the expectations stemming from our reputation of being the aloha state, the stakes are definitely higher. And as Yamanaka mentioned in his presentation, there are still places where guests and customers are not greeted with a smile or even a thank you at the end of a transaction. In an effort to set a higher benchmark of service, the Hawaii Host Committee has selected Kapiolani Community College to develop a training curriculum – not for just volunteers but also customized programs for state, hotel, retail, and food and beverage industry employees – with sessions expected to run through October. It’s time for all of us to put on our “Sunday best.” Here’s our chance to sparkle Hawaii: “You just gotta ignite the light and let it shine/just own the night, like the Fourth of July/’Cause baby you’re a firework, come on show ‘em what you’re worth.” — Firework, Katy Perry. Mahalo,
Judith Shinsato 2
Hawaii Hospitality ■ July/August 2011
Serving the Hawaii Hotel & Lodging Association, Hawaii Restaurant Association and the allied industries in the islands Editor: Judith Shinsato editor@tradepublishing.com
Assistant Editors: Lee Schaller, lee@tradepublishing.com; Jason Soeda, jsoeda@tradepublishing.com Editorial Intern: Chris Mikesell Art Director: Susan Whitney
Graphic Designer: Ursula A. Silva
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© 2011. No reproduction without permission. Statements of fact and opinion made in stories, columns or letters submitted by freelance writers and other contributors are the responsibility of the authors alone and do not necessarily reflect the opinion of Trade Publishing Co.
Associations
Behind
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Operating with a Touch of Aloha By Ramsay Taum
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very destination has a story, a persona, customs and traditions, which contribute to its “sense of place.” Creating and maintaining a positive sense of place can make the difference between success and failure in business. Many businesses invest heavily in special design elements to create a sense of place that will appeal to their customers’ physical senses. And though we acknowledge five senses, there really is only one sense: touch! Think about it. Light touches your optic nerve and you see. You experience smells when fragrances and aromas touch your olfactory nerve. When sound waves touch your eardrums, you hear. Food releases flavors when it touches your taste buds. You seek the shade or the comfort of a coat when your skin is touched by the heat of the sun or chilled by a cool breeze. It’s all touch! Sense of place is how a business gets in touch with its customers. How they feel when they enter and when they leave can determine whether they come back or tell others about us. The built environment is only part of the equation that contributes to the customer experience. Most often, intangible elements and characteristics are what set one place apart from another. The spirit of aloha for instance, touches the heart and the mind and makes for lasting impressions. Uncle Clay’s House of Pure Aloha in the Aina Haina Shopping Center is an example of a business that has created an operating environment where employees feel safe, are respected, treated well, and allowed to be genuine and authentic. It is in businesses like these where aloha flows freely between hosts and guests. Contrary to popular belief, businesses don’t deliver aloha, people do! It should not come as a surprise that when the host feels welcomed, so do the guests. Ramsay R.M. Taum is the founder and president of the Hawaii-based Life Enhancement Institute (LEI) of the Pacific LLC.
The
Green with
Way Bryce Sprecher
CleanTalk with Rose
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ave you ever left the TV, air conditioning, and all of the lights on in your hotel room while you took off for a day of sightseeing? Yes, we as travelers tend to lean towards the side of over consumption while on vacation. Unfortunately, this adds to unneeded waste and higher costs to run properties, which all equates to overhead that can be avoided. Conscious management of a building’s energy consumption is the key component toward reducing a building’s dependency on conventional energy use, which ultimately becomes the property’s responsibility to manage. Many organizations are taking effective steps towards bringing energy awareness to the forefront of their operations. For example, two Aqua Hotel and Resorts properties have recently embarked on programs to reduce energy consumption. The Aqua Bamboo & Spa has received the Green Business award from the Department of Business, Economic Development and Tourism and the Aqua Aloha Surf & Spa is currently pursuing the same while also working toward its Energy Star designation. Both hotels began the process years ago and have since employed the use of lighting and machinery retrofits resulting, at the Aloha Surf, in a reduction of more than 180,000 kilowatt hours annually in energy usage, or more than 15 percent! Other initiatives also have been implemented, such as installing hand dryers in public restrooms, light switch sensors monitoring nonessential areas, and turning off wall unit air conditioners in unoccupied rooms. The property recently installed a card key system that controls energy use in the guest rooms so that when someone enters a room, energy (lights, A/C, etc.) is not available until the room card key is placed into a holder next to the entry door. When guests depart, they remove their card key from the holder and the room powers down. The technology has been widely used in Europe and Asia for years. As green initiatives continue to gain popularity, the acceptance and interest by guests are essential to furthering these efforts. There are many energy management options that can be explored these days and Aqua continues to research ways to make its mark in our industry. A big mahalo to Aqua Hotels and Resorts for contributions to this article. Bryce Sprecher is the president of Summa Hawaii, a full-service procurement and project management firm.
By Rose Galera, CEH
Hi Rose, Please provide information on developing a housekeeping operations manual. Suggestions on contents for a manual will be most helpful. Mahalo, BK
Aloha BK, Creating a comprehensive housekeeping operations manual is a challenging process. It should include procedures, policies, systems of control, training programs and more. Once completed, it will set a positive tone for the department. A few key, recommended areas are listed here. Add or delete to enhance your department’s manual. • Orientation — a. about the property/ company, b. organizational chart, c. floor plans • Position Descriptions • Task Lists • Work Schedules • Training Programs — a. management; b. supervisory; c. front line; d. orientation – new employee; e. OSHA required training: safety training, universal precaution – bloodborne pathogen, hazard communication – employee right to know • Policies & Procedures — a. standards & services, b. quality control, c. safety & security, d. health & wellness, e. lost & found, f. guest services, g. housekeeping rooms control, h. inventory/cost control, i. equipment control, j. chemical control, k. linen control, l. uniform control, m. inspection procedures, n. health & wellness, o. educational training & upward mobility • Cleaning Processes — a. guest room, b. bathroom, c. kitchen, d. public restrooms, e. floor care & maintenance, f. carpet care & maintenance, g. project cleaning/recycling programs, h. night turndown services • Reports & Records — a. daily room report, b. daily cleaning reports, c. employee evaluation, d. inspection reports, e. incidents & accidents, f. housekeeping budget. Enjoy & Good Luck, Rose Galera Rose Galera has 50 years of professional experience and is currently the president of the International Executive Housekeepers Association, Hawaii chapter. She can be contacted at (808) 678-8021, e-mail galerar002@hawaii. rr.com, or visit www.rosegalera.com. www.hawaiihospitalityonline.com
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Mufi
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Systems Go By Judith Shinsato
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fter years of supporting the visitor industry from the public sector – most recently as mayor of the City and County of Honolulu – Mufi Hannemann has joined it, officially accepting the role of president of the Hawaii Hotel & Lodging Association (HHLA), effective Jan. 1, 2011. The nonprofit organization encompasses a statewide membership of 170 hotels, condominiums, timeshares and other lodging entities that represent more than 48,000 guest rooms, along with an allied membership of more than 280 companies. Now that he’s had some time to settle in, Hawaii Hospitality magazine gets an update from him, including his early impressions of the association and the industry as whole, along with a status check on the goals and plans he’s been implementing since he began.
Natural Leader
Mufi Hannemann – whose first job was in the visitor industry as a lot boy for the former Waikikian hotel – at a Feb. 17 welcome party at the Sheraton Waikiki hotel sponsored by Kyo-ya Hotels & Resorts, LP
Hannemann with the rest of the HHLA staff, from left: Naomi Kanna, Leiko Bedoya and Tina Yamaki
“We are confident that Mufi’s experience and credentials make him the ideal candidate to be an effective advocate for Hawaii’s lodging industry on government-related issues and to help foster a positive relationship with the community,” said Chris Tatum, HHLA chairman and area vice president of Marriott International, in December when the appointment was officially announced. “The visitor industry has always been a passion of mine. As an elected official, I always made it a priority,” says the new HHLA president when asked about his reasons for accepting the position. “I have my record as mayor, as a City Council member, and as a former state director of the Department of Business, Economic Development and Tourism. I did a lot of things to promote and strengthen tourism. So in many ways it was a natural fit coming into this job.” A few examples of this include: committing Honolulu to host the upcoming Asia Pacific Economic Cooperation (APEC) leadership summit in November this year; championing the return of the National Football League Pro Bowl to Hawaii, 4
Hawaii Hospitality ■ July/August 2011
helping to bring “Hawaii Five-0” back to the islands; and attracting Disney Resorts to Ko Olina. “His commitment to the industry has always been there. I think that’s one thing, at least from my perspective, that I looked at,”comments Ernest Nishizaki, executive vice president and chief operating officer of Kyo-ya Hotels & Resorts, LP on his endorsement of Hannemann. As for the transition itself, Hannemann credits the existing HHLA staff for helping to smooth the way. “I’ve been very fortunate to have a staff that has been here for a long time,” he says. They include Tina Yamaki, executive assistant; Naomi Kanna, director of membership services; and Leiko Bedoya, administrative assistant. “Their firsthand knowledge of HHLA and the experiences they have had have helped me. And I have been able to bring in fresh eyes … be able to say, ‘OK let’s take a look at this (program) that didn’t work in the past and see what we can do,’ or ‘yes, let’s keep that program going, it’s a great tradition for HHLA.’” Nishizaki agrees, “He just has different ways of
The “Game Changer”
Hannemann greets one of the 42 outstanding high school seniors who were given Citizenship Awards by HHLA and the Department of Education at a luncheon banquet at the Waikiki Marriott hotel on April 15.
(Three men in the center): Henry Tu, Moana Surfrider; Gary Asio, Sheraton Maui Resort & Spa; and Raul Herrara, Sheraton Princess Kaiulani Hotel – the Engineering/Maintenance Persons of the Year in the HHLA’s 21st annual Na Poe Paahana awards – are flanked by Hannemann and Christ Tatum, HHLA chair. The event was held on Jan. 14 at the Hilton Hawaiian Village. Photo by Tyler Dos Santos-Tam
We asked HHLA’s newly appointed president, Mufi Hannemann, for his thoughts on the upcoming Asia Pacific Economic Cooperation (APEC) leadership summit and the monumental amount of preparation needed for it. “I’m just so happy that this is coming to Waikiki,” says Hannemann. “I think it’s a game changer. It will help change the way we are perceived as just sun, sand, sea and surf.” In a sentiment also expressed by Gregg Yamanaka, president and CEO of APEC 2011, at a recent industry meeting, Hannemann says that he would like Hawaii to be seen as more than a leisure destination but also as a place in which to invest and conduct trade. “What I would like to see happen is, ‘Hey, Hawaii is a great place to vacation and you know what, you can do business there, you can have a conference there, there are investment opportunities.’ And the fact that our president – born in Hawaii – is coming, will help us portray on a national stage how important a role Hawaii can play in the whole Pacific Asian Basin dynamic. We’re excited.” He says that the lodging community is currently doing its part to ensure the event’s success. Although Hannemann himself, is not on the APEC 2011 Hawaii Host Committee, several hospitality industry executives are, including: David Carey III, president of Outrigger Enterprises Group; Greg Dickhens, president of Kyo-ya Hotels & Resorts; Mark Dunkerley, president and CEO of Hawaiian Airlines; Gerard “Jerry” Gibson, Hilton Hawaii area vice president; and Mike McCartney, president of the Hawaii Tourism Authority. From a lodging point of view, Hannemann says, “We need to give them a first-class experience because it’s making a positive impression on the delegation and the press that follows them.” He also hopes – as others do – that the conference will have a positive effect on future economic growth. “We have an opportunity to look at some quality of life issues that have been plaguing Hawaii for a long time. We’re hoping that this conference presents an opportunity to address that in a substantive way.” Overall, concludes Hannemann, “It’s a wonderful, wonderful opportunity. I believe we all can rise to the occasion and as a result of it, there will be other conferences, other forums that will be held in Hawaii.”
approaching things. I’ve seen him really get into the association … and start to make some good things happen.”
First Steps, Early Goals
“I am overwhelmed with tremendous support for this position that I am in,” remarks Hannemann. “I can’t say enough about the cooperation that I have received, especially from the members of the board and the executive committee as well as the allied members. It also has provided me with an opportunity to come in, hit the ground running and make a difference from the get go.” In outlining his goals for the first three months, Hannemann states, “I always maintain that tourism is our No. 1 industry. Given the challenges we face with tourism after the three flat years between 2007 and 2009, then with the unexpected tsunami in Japan, I think we have to do all we can to strengthen it because it is the biggest and best opportunity that
Hannemann with students from Waipahu High School at a March 8 student-planned fundraiser lunch to support the public school’s Academy of Hospitality and Tourism. Photo by Keith Hayashi, principal of Waipahu High School www.hawaiihospitalityonline.com
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continues to pay for the state. So basically, I wanted to send out a message that we are going to be very collaborative in our partnerships, first with the major tourism organizations, principally the Hawaii Tourism Authority (HTA) and the Hawaii Visitors and Conventions Bureau.” Hannemann says that throughout the most recent legislative session, he and Mike McCartney, president and CEO of HTA, met frequently to ensure they presented a united front when it came to lobbying. “Since Mufi took office in January, we’ve seen him implement a couple of changes,” says Julie Arigo, manager of
Hannemann at the Molokai Visitor Industry Walk, which was held on May 7 and raised $5,000 for local nonprofits. Photo by Robert Stephenson, Molokai Voice
Hannemann thanks some of the volunteers who supported the annual Visitor Industry Charity Walk on Oahu. The statewide event raised a record-breaking total of $1.16 million, which will be distributed among more than 200 local charities. Photo courtesy of HHLA
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Hawaii Hospitality ■ July/August 2011
the Waikiki Parc Hotel and at-large director for HHLA. “Firstly, he has been educating the board on the legislative process. At meetings, he has updated the board on pending bills and how we can strengthen our stance to get a favorable bill passed. As a board member, I appreciate learning more about the legislative process and how I can positively impact bills that affect the tourism industry.” A former C. Brewer & Co. business executive, Hannemann also set out to strengthen HHLA’s relationships with the neighbor island chapters and affiliate organizations. He met and reconnected with the Kauai, Maui and Big Island chapter members by attending their meetings and meeting with their boards in both informal and formal settings. “I didn’t have them come to me; I went to them. I’ve always believed that meeting in a Honolulu-centric way is not the right thing to do when you have a statewide organization,” he explains. “It was the same philosophy that I took when I was mayor of Honolulu. I had a very close relationship with the mayors of Maui, Kauai and the Big Island; it was unprecedented collaboration.” Hannemann also has begun to build bridges to the business community beyond tourism, making a point to meet with renowned business icons such as Don Horner of First Hawaiian Bank in downtown Honolulu. “It was the first time a tourism executive ever went to downtown for a tourism meeting,” he adds. “(These meetings) are usually held in Waikiki.” “He’s instituted regular visitor industry professionals (VIP) breakfasts to bridge the gap between Bishop Street and Kalakaua Avenue,” confirms Arigo. “Both the tourism and Hannemann with Kelvin Bloom, president of Aston Hotels & Resorts and event chair, and local entertainer Augie Tulba at the May 21 Oahu Visitor Industry Charity Walk Photo courtesy of HHLA
Congratulations … to a New Leader and an Old Friend . Welcome Mufi, as President of HHLA
and
to Hilton Hawaiian Village on Your 50 th Anniversary.
U NI P RO
FOODSERVICE, Inc.
DISTRIBUTOR
Phone: (808) 845-3931 • Fax: (808) 842-4702
SERVING HAWAII’S BAKERY AND FOODSERVICE INDUSTRY SINCE 1946 www.hawaiihospitalityonline.com
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the business industries in Hawaii have the shared goal of building a stronger economy and a livable community, and I appreciate that these breakfasts bring members of those fields together to achieve a common purpose.” Another early goal was to increase awareness and the visibility of HHLA. In keeping with this, the former chair of the U.S. Conference of Mayors tourism committee writes a weekly column in MidWeek and hosts a radio show on 107.9FM (Saturdays from noon to 2 p.m.) In both venues, Hannemann salutes deserving frontline visitor industry employees.
The Road Ahead
Upon accepting the HHLA presidency, Hannemann assured the board that while he recognized Surrounded by former Kona Village Resort employees, Hannemann presents a $5,000 donation on May 23 to the the strength of the past under the Kona Village/Hualalai Relief Fund to help visitor industry workers affected by the March 2011 tsunami. leadership of Murray Towill and Photo courtesy of Violet Terawaki, marketing and public relations manager, Hualalai Resort the late Clem Judd, he would build won’t come back. So, we are a key all the infrastructure upgrades that the on their past successes and take the component. My long-term goal is to city, state and private sector needs, we association to the next level. “(Lodging) make sure people recognize that. Going can have all the lift capacity to bring represents a major part of tourism. We forward, we are very much a key to them here; but if their accommodations can do all the marketing in the world, keeping tourism strong, and we’re all experience is not a positive one, they we can lure tourists here, we can do partners in this.” As the chief advocate and champion of the lodging community, Hannemann also hopes to improve the overall image of Hawaii’s hotel industry. “Let’s be realistic,” he explains, “not every impression of the hotel industry is positive. Some have tried to depict us as being an association made up of foreign investors or mainland owners who are often quick to reduce the hours of employees or let them go, especially when the industry struggled from 2007 to 2009. In my opinion, nothing could be further from the truth. What we have here is an outstanding group of hoteliers and lodging folks who really understand the importance of doing Protect Your Investment Now things local and making sure that the Hawaiian culture is part of their During challenging times, building owners are tempted operations. They’re very sensitive to to put off needed property maintenance like repainting. line employees and giving back to the Past project history clearly shows that deferral will cost you community.” significantly more in the long-run due to related preventable damage. Waikiki Parc’s Arigo says, “I’m impressed with Mufi’s efforts to not only dive in and get acquainted with PAINTING, INC. this industry but also to leverage his llence in Painti ng & R Exce s estoratio political knowledge and contacts to n Service SINCE 1983 lic.# BC-22156 provide important guidance for us. His strength is his political background. In Cost-Effective Painting & Restoration Services business, relationships are critical, and he has the experience and the contacts Maui Honolulu Kona in politics and business to best advocate 242-1327 848-0003 329-2007 for us.”
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Hawaii Hospitality ■ July/August 2011
The Diverse Traveler HOW IS THE INDUSTRY ATTRACTING AND WELCOMING THE NEW MARKETS? A Continuing Report on the Growing Diverse Visitor Market and its Impact on Hawaii By Lee Schaller In part four of this continuing report, we begin examining how members of Hawaii’s hospitality industry are marketing to and fulfilling the needs of the growing diverse traveler market.
Pushing for Priorities
Before we get into how you are attracting and welcoming diverse travelers to Hawaii, an increasingly important market with major economic potential for the industry and the state as a whole, let’s look at a vital area of concern. Richard R. Kelley, chairman of Outrigger Enterprises, recently sent a letter to Sen. Daniel Inouye, Rep. Mazie Hirano, Rep. Colleen Hanabusa and Gov. Neil Abercrombie, regarding the importance of increasing tourism to Hawaii from areas other than Japan. “I urge you,” he said, “to do everything you can to make reforming the U.S. visa processing system, particularly for China, a national priority.” He pointed out that the present difficulty in obtaining a U.S. visa facing international travelers from countries not included in the State Department’s visa waiver program is a major problem impacting not just travelers from China but also from countries such as Brazil, Russia and India, “whose economies are growing rapidly and which could be excellent sources of inbound tourism.” Bill Marriott, chairman and CEO of Marriott International also feels strongly about this issue, recently saying, “I implore the U.S. government to continue the process of adding countries to the list.” The message is clear: continue to urge your legislators to work towards reforming the current U.S. visa processing system. In the wake of the Japan tsunami and earthquake and the expected negative impact on Hawaii’s tourism industry, the HTA (Hawaii Tourism Authority) approved more than $3 million for programs to offset this impact, including increasing the number of flights to Korea, working to secure additional direct charter flights to China, increase airlift from Australia/New Zealand and other plans. Although the decline in tourism resulting from the Japan disaster is not as significant as was expected, these initiatives are welcomed and in some cases, overdue. And speaking of overdue, there still is an undercurrent of complaint that Hawaii is not being sufficiently promoted to the European visitor market. Now let’s talk about how and what your own hotel or other hospitality-oriented company is doing to attract and welcome the new and/or growing diverse traveler market. We mentioned in the last installment of this series that visitors from Asian countries other than Japan are unhappy that Hawaii’s airports, tourist attractions, hotels and restaurants “are failing to provide signage, instructions, menus and in-room materials in their language.” Reports
from industry sources in Asia also stress that retailers, too, “should think about adding customer services such as translators or other Diana Su, public relations specially trained sales forces,” director at Starwood Waikiki especially for the Chinese market. Some of you are already ahead of the game, with multilingual staff able to communicate with visitors from Asian countries other than Japan. A few hotel chains and individual hotels have even taken the step to send employees to the University of Hawaii or Kapiolani Community College for Asian language training and to familiarize themselves with cultural and sensitivity issues. In case you are not yet aware of it, the Kapiolani Community College Chinese, Korean and Japanese Language and Culture Training program was launched in 2009 under the HTA’s workforce development plan. To date, both front-line employees and managers of companies such as Starwood Waikiki, Hilton Hawaiian Village Beach Resort and Spa, Outrigger Waikiki, Royal Hawaiian Center, DFS Hawaii, Retail Merchants of Hawaii and other industry members have or are participating in the program. At Starwood Waikiki, public relations manager Diana Su tells us, “We provide cultural training classes for all of our departments—front desk, concierge—virtually all employees—covering sensitivity issues.” Examples she gives us range from how to present and accept a business card and whether or not to gaze directly into a guest’s eyes when conversing (a no-no in some cultures), to how to say “hello” in a guest’s language or respond to common questions such as “where is the rest room?” The main goal, she emphasizes, is to make them comfortable. Su says there has been a significant increase in travelers from China, which Starwood anticipated several years ago. “We have staff members who speak Chinese and Korean, in addition to Japanese, and we are translating more of our collateral material into Chinese. In Korea, we work closely with Westin Cho Sun hotel. For example, we have an annual employee development program where their staff comes to Hawaii to work with us.” In part five of this series, coming up in our next issue, we continue to look at what the industry is doing in these and other diverse market areas. Stay tuned. www.hawaiihospitalityonline.com
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Well-Deserved Recognition Hilton Hawaiian Village has won countless honors and awards — not only for outstanding hotel facilities, guest approval and dining achievements, but in the increasingly important environmental and community leadership areas. A few recent examples include: • Green Business Awards from the State of Hawaii Green Business Program, for companies “employing innovative ‘green’ practices and doing their part to ensure that residents and visitors continue to enjoy a healthy environment” • In 2010 and 2008, named one of the “10 Best Family Beach Resorts in the United States and Caribbean” by Parents Magazine • Readers’ Choice Award (Hawaii’s Best Resorts) in 2010 — Conde Nast Traveler Magazine • Best of the Best Hotel/Resort in Hawaii, 2010 — Honolulu Star-Advertiser • Best Hotel/Local Getaway, 2011 — Honolulu Magazine • Platinum Choice Award 2010 (and 2008) — Smart Meetings Magazine • Pinnacle Award for 22 years, since 1988 — Successful Meetings Magazine • AAA Four Diamond Award — Bali by the Sea, for Exceptional Cuisine, Excellent Service and Elegant Dining Atmosphere, 1989 - 2009; Bali Steak & Seafood, 2010 and 2011 10
Hawaii Hospitality ■ July/August 2011
Hilton Hawaiian Village Celebrating 50 Years of
Tradition and
Commitment! By Lee Schaller
T
he humble beginnings of Hawaii’s largest hotel and a true icon of the hospitality industry go back to the turn of the century, when in 1900, a beachfront parcel of land in the Kalia area of Waikiki became home to a small hotel known as the Old Waikiki. In 1928, it was redeveloped as the Niumalu Hotel, which it remained, until 1954, when a man named Fritz Burns and his partner, a man named Henry John Kaiser, bought it, along with eight additional acres of oceanfront land. The rest, without a doubt, is history.
www.hawaiihospitalityonline.com
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The Early Years
The two men who envisioned a villagelike resort at the entrance to Waikiki were visionaries — and power players — long before they conceived the plans for what would become the Hawaiian Village. Following World War II, Burns was one of the most important real estate developers in Southern California. Kaiser already was on his way to achieving legend status as the industrialist who built the Hoover Dam and the Grand Coulee Dam and who founded the Kaiser Permanente health care system. The first order of business at the Hawaiian Village (known then as Kaiser’s Hawaiian Village) was to begin construction in 1955, on thatched roof cottages housing 70 guest rooms and suites. During this same time, the Tapa Room, gardens and three swimming pools were completed. Two years later, in 1957, the first of the famous towers (then known as the Ocean Tower and today, Alii Tower) was completed. The famous Dome at the Village was the brainchild of Kaiser, who wanted to build an auditorium-like showroom in Honolulu. He acquired the right to create a geodesic dome patterned after the design work of Buckminster Fuller. The aluminum-
Overview of the Village in 1961 — the thatched roof cottages housed guest rooms and suites.
skinned dome with 145-foot span was manufactured in California and shipped to Hawaii where it was erected by a crew of 38 workers in less than 24 hours — just in time to host the world premiere of the Cinerama movie, “Around the World in 80 Days,” attended by director Michael
Todd and his wife, actress Elizabeth Taylor. The dome quickly became a favorite location for many lavish productions, events and entertainment venues, from national headliners to local stars such as Don Ho, who began performing there in 1981.
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Hawaii Hospitality ■ July/August 2011
Overview of the Duke Kahanamoku Lagoon and surrounding area today
The Hawaiian Village formally becomes the Hilton Hawaiian Village in 1961. From left: Conrad Hilton, a young Daniel Inouye, Ed Hastings, general manager of the now Hilton Hawaiian Village, and Baron Hilton.
Continuing its “towering” progress, in 1958, the Village Tower (now known as Tapa Tower) was built and that same year the Golden Dragon Restaurant opened in the Ocean Tower. Two years later, in 1960, expansion plans continued with the addition of the Diamond Head Tower.
New Name, New Tempo
A new era began in 1961 when Conrad Hilton acquired a majority of the property. The Hilton-Burns Company was formed at that time and the original Hawaiian Village became the Hilton Hawaiian Village with Ed
Hastings as the new manager. (Hastings has been credited for his personal involvement in helping to develop the Japanese market.) In 1965, a new concept, the Hilton Lagoon Apartments, with 279 units, was completed. Three years later, in 1968, the Rainbow Tower, boasting the world’s largest ceramic tile mosaic (286 feet high by 26 feet wide at each end of the tower), opened. The steppedup expansion pace continued in 1969 with the completion of the Mid-Pacific
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Conference Center superstructure, encompassing the Coral Ballroom and a parking garage with a 1,800-vehicle capacity. Another huge step forward into the growing world of commercial/retail facilities within a hotel/resort complex evolved with the opening in 1970 of the Village’s Rainbow Bazaar, a colorful mix of 40 ethnic-oriented shops and restaurants incorporating replicas of a Thai temple and a Japanese pagoda as well as an entire Japanese farmhouse shipped in from Japan. The number of hotel rooms at Hilton Hawaiian Village soared in 1982 to 2,614 with the opening of the new Tapa Tower at the site of the former Village Tower. Tapa Café and the highly successful Bali restaurant were part of the new tower. At this same time, plans for a $100 million architectural renewal were set forth. In 1987, the Ocean Tower was renovated and reconceived as the Alii Tower, the Village’s “hotel within a hotel” exclusive offering for guests who desired special amenities such as private concierge service and registration. This project was a continuing part of the overall master plan and also included construction of the new main lobby building. In 1988, with completion of the $100
Alfred Apaka drew visitors from all over the world to his memorable Hawaiian show in the Tapa Room. The show later was moved to the dome to accommodate the large crowds. “Hawaiian Eye,” a TV series shot at the Village from 1959 to 1963, starred (from left) Anthony Eisley, Connie Stevens, Robert Conrad and Poncie Ponce. The Village has since been featured in many other TV shows, including Magnum P.I., Baywatch Hawaii, Pacific Blue, and currently, Hawaii Five-0.
In this 1961 photo, Elvis Presley looks down from his then Ocean Tower lanai when he stayed at the Village during filming of “Blue Hawaii.” Photo courtesy of Elvis Australia 14
Hawaii Hospitality ■ July/August 2011
million architectural renewal begun in 1982 and branded “Return to Paradise,” Hilton Hawaiian Village, now with 2,523 guest rooms, held a grand reopening. Also unveiled at this time were the new porte-cochere and open-air lobby, with expansive views of the 10,000-square-foot Super Pool and Waikiki Beach. Following the completion of the “Return to Paradise” renewal and grand reopening, the Golden Dragon restaurant and Bali (renamed Bali by the Sea) were relocated to the Rainbow Tower, joining the Rainbow Lanai Restaurant and Paradise Lounge, also there. The Village now sparkled brighter than ever with the launching in 1988 of its Friday night fireworks show over Waikiki Beach, soon to become a cherished tradition and highly anticipated weekly event. The tempo of renewal and new additions stepped up again eight years
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later when the Tapa Bar and main lobby were renovated in 1996, followed by the Dome demolished in 1999 to make way for the construction of the new 453-room, 25-story Kalia Tower, which opened in 2001 with tropical gardens, waterfalls and Hawaiian artwork.
Expanding Horizons
New doors were opened — literally as well as figuratively — in 2001 when Hilton Grand Vacations Club began offering a new option in accommodations — studios, one, two and three-bedroom condominium suites. During this same period the independently owned and operated
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Mandara Spa opened in Kalia Tower, a guest amenity filling the increased interest in spa and salon services. Another long-term vision came to reality in 2006 when the $6 million Ocean Crystal Chapel opened. Also in 2006, the “Tapa Maker” statue at Tapa Tower, the latest in a series of art pieces at the Village dedicated to preserving and perpetuating the Hawaiian culture, was unveiled. Keeping in pace with the times, 2007 heralded the opening of Starbucks on the ground floor of Kalia Tower. (A second Starbucks was added the following year between the Alii and Diamond Head Towers.) Also in 2007, the Duke Paoa Kahanamoku Lagoon was reopened after a yearlong $15 million renovation. Taking the lead in a move to help ease Waikiki’s traffic congestion, in 2008, Hilton began an unprecedented $9 million roadway improvement of Ala Moana Boulevard between Holomoana and Kalakaua Avenues, including pavement reconstruction and the addition of a new eastbound lane. This same year, the Grand Waikikian tower, an upscale timeshare property with 331 one, two and three-bedroom suits, was opened. In 2009 the Waikiki Starlight Luau on the Rooftop Garden, complete with buffet dinner and a Tihati Productions Polynesian show, made its debut, while another new entertainment venue, the Rockin’ Hawaiian Rainbow Revue, celebrating the golden era of Hawaii’s “hapa haole” music, opened by the Super Pool. Determined to fill every niche, the Village also opened its casual indoor-outdoor dining spot, Tropics Bar and Grill in 2009, on the ground floor of the Alii Tower and Bali by the Sea changed its name to Bali Steak and Seafood. The keiki were not forgotten in the Village’s dedication to update and increase guest amenities. In 2009 Camp Penguin, a
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Hawaii Hospitality ■ July/August 2011
new program for children was initiated. And just last year, a new “grab-and-go” eatery, Pronto Pickle, opened on the ground floor of the Alii Tower, next to Tropics Bar and Grill. Long list! Big Commitment.
Thoughts from the Top
Jerry Gibson, area vice president and general manager of the Hilton Hawaiian Village Beach Resort and Spa, in sharing his feelings regarding the 50th anniversary, says, “We’ve come a long way, but have a lot to look forward to over the next 50 years. I’m sure that when Conrad and Burton Hilton planted the Hilton flag here at this resort 50 years ago, they didn’t envision that it would grow into one of the most prominent and recognized resorts in the world. We’re proud to say that every U.S. president since 1961 have visited this resort as well as a countless number of celebrities; and now, the cast and crew of the new Hawaii Five-0 series are here on a regular basis.” As to mission and goals, Gibson says, “While Hawaii as a destination continues to attract many first-time visitors to the islands, the Hilton Hawaiian Village has many loyal guests who keep returning year after year to see how we have grown and expanded as a resort destination. I want to make our resort an exciting place to visit with non-stop entertainment and dining options.” Current updates in this regard include the Rainbow Tower room renovation, scheduled to be completed by the end of the year as well as a new master plan involving the development of two more towers, an enlarged pool system and “new retail experience.”
The continuous addition of guest amenities including new dining and recreational options, improved and updated facilities, and enhancing the overall ambiance of a truly iconic Hawaiian destination resort is an integral and ever-evolving part of the Hilton Hawaiian Village. But there are some things that have never changed — unswerving commitment to excellence and tradition, for example, and caring for each guest as part of an extended ohana. And that is what creates memories — and keeps guest returning. Congratulations Hilton Hawaiian Village on 50 years in the sun.
Serving UpAloha
Hundreds of thousands of visitors come to Hawaii annually for the purpose of attending a convention or trade show. From a food and beverage perspective, that is a lot of hungry people to feed. How do Hawaii’s top luxury hotels and convention centers satisfy the throngs of event goers? And how do they always make it look so easy? By Jason Soeda
The Hawaii Convention Center offers meals composed primarily of Hawaii ingredients. This initiative allows convention goers to lessen their carbon footprint, support local agriculture and promote sustainability. Photos courtesy of Hawaii Convention Center
Catering to the Masses
Does serving hot and delicious food to 5,000 conventioneers sound overwhelming? If you are a member of the food and beverage team at the Hawaii Convention Center, it’s probably just another day at the office. The stateof-the-art meeting facility is a popular venue for massive conventions and industry trade shows. Thanks to a 20,000-square-foot production kitchen and 35,000-square-foot ballroom, the center’s highly experienced staff can handle events of any size.
Brian Allen, director of food and beverage for Hawaii Convention Center/SMG, says that it is important to understand that catering services for convention groups vary widely. “With some programs, food is a highlight of the agenda including elaborate receptions, award and recognition luncheons with high-profile keynote speakers and gala dinner affairs,” says Allen. “With others, the program content and educational aspects are where the attention is focused, and food and beverage services
are almost an afterthought. Ironically, it’s usually the latter that can be more challenging. Meeting planners on these types of programs expect that the food and beverage services will be taken care of with as little interference to their programming as possible, and it is our job to make that happen.” Allen adds, “All conventions bring diverse palates with tastes influenced by ethnicity, regional upbringing, religious practices, medical conditions and personal preferences. For instance, well-planned conventions include www.hawaiihospitalityonline.com
17
an opportunity for persons to state their dietary restrictions or preferences. This gives us an advance idea of how many people require meals that are vegetarian; vegan; free of seafood, nuts or gluten; or are kosher or halal. Experienced meeting planners usually have a solid understanding of the overall meal preferences of their groups, says Allen. “Planners know how well traveled their attendees are, what their culinary experiences have been and what their preferences trend toward,” he says. “These factors are often influenced by the general age range of the group, the gender mix and the profession of the attendees. For example, medical groups often have a higher ratio of vegetarians. Knowing the personality and demographics of the group goes a long way in designing menus that will be well received.”
Destination Luxurious
Hilton Hawaiian Village Beach Resort & Spa offers more than 150,000 square feet of indoor and outdoor meeting space. Here, the catering staff has set up a lavish banquet on the beach around Duke Kahanamoku Lagoon.
Hawaii’s top hotels have a staggering amount of space in which to host conventions and trade shows. Their giant ballrooms exude opulence and glamour. But it takes more than square footage to create a successful event. Delicious food is key and can greatly enhance the experience for both attendees and exhibitors. So how do you satisfy the hunger of thousands of conventioneers? Just imagine a scenario in which half the attendees are from the mainland and the other half are from Asia. Jacques Monteil, director of catering and events for Hilton Waikoloa Village, explains how his team gets it right each and every time: “We recognize the importance of
understanding the demographics of our clients, including ages, gender, cultural background and nationality. For the menu choices we get to the basics and ask simple questions as to whether they prefer beef, chicken, fish or vegetable based meals. When planning the actual menu, we also take into consideration what the cutting edge trends are and how it will fit with the group’s needs and demographics. For example, mainland customers seem to prefer standup receptions with small plates — pupu style, if you will. For Asian customers, hot plated meals, sit down style are more popular.” Michael Howe, CMP director of
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Hawaii Hospitality ■ July/August 2011
The Royal Hawaiian offers 12,000 square feet of interior meeting space and 60,000 square feet of outdoor event space. Pictured here is the Monarch Room, an elegant venue that seats 350 for dinner, or 400 theater style, and features a signature triangular stage and the glittering backdrop of Waikiki Beach. Photo courtesy of Starwood Hotels & Resorts Waikiki
catering sales and convention services, The Royal Hawaiian, A Luxury Collection Resort, has an edge in this business. His food and beverage team is comprised of experts from around the globe. “At The Royal Hawaiian, we pride ourselves on creating custom menus to accommodate any taste,” says Howe. “In achieving this, we have gathered a diverse group of culinary staff from different countries and cultures that are empowered to make suggestions to the executive chef on what items to include in a menu that will meet our client’s high expectations and distinguishing taste buds.” Brian Hunnings, director of food & beverage for Moana Surfrider, A Westin Resort & Spa, also praises his team of multiethnic chefs: “The Moana Surfrider truly represents a ‘melting pot’ of races and cultures, and that leads to countless opportunities to appeal to a wide range of palates.” Hunnings explains how his team creates the perfect menu for mainland visitors: “It comes down to pre-planning and communication between a sales manager, convention service staff, meeting planners and our talented chefs at the Moana Surfrider. Luckily, most groups who travel to Hawaii have had experience here so they have an idea of what they are looking for. ‘First time
groups’ are always fun as we get to expose them to cuisine and ingredients they might not normally associate with Hawaii.” Moana Surfrider takes good care of its Asian visitors too, says Hunnings. “China and Korea are both becoming stronger in the market and I am sure they will fall in love with Hawaii, the Moana Surfrider’s staff and the hotel’s authentic interpretation of local cuisine.” All the food and beverage specialists in this report seem to revel in the challenge of feeding hundreds or even thousands. Who gets a kick working that hard? Howe of The Royal Hawaiian says: “The largest convention we are preparing for is coming up in the second-half of this year. We will be hosting a large reception which is expected to consist of approximately 2,500 to 3,000 guests. The biggest thrill we have is challenging ourselves to be able to maintain and provide the same high quality and consistency of food that would be served for a smaller group in the restaurant.” Hunnings says: “At the Moana Surfrider, we do everything from small intimate dinners to large conventions where we host thousands of guests. Moana Surfrider’s catering and conventions services try to customize every event and make it truly unique and memorable for each group and every guest. Last year, we experienced a first ever request for an Asian vegan dinner for a wedding group of approximately 500-plus attendees. This was certainly challenging considering how much animal products are used in Asian cuisine just in the sauces alone! However, that didn’t discourage our
One of Hilton Waikoloa Village’s most popular catering venues is located at the foot of the majestic Grand Staircase, which overlooks a lagoon and waterfall.
amazing culinary team from coming up with an amazing and tasteful menu for the newlyweds.”
One-of-a-Kind Experiences
The Moana Surfrider has been devoted to the farm-to-table movement even before the term “sustainability” came into common parlance. Hunnings says the hotel receives requests for local entrees and specialty items all the time: “People today are much more food friendly than they were 10 years ago. It’s our job, as stewards of Hawaiian culture, to showcase the best we have available in truly unique and awe inspiring venues and spaces.” Jacques Monteil of Hilton Waikoloa Village says his staff frequently features “locavore” items such as ahi poke, monchong and grass-fed beef in their
menu options. “We have found that our clients really savor having dishes that are from the island. This gives the clients the one-of-a-kind experience that makes Hawaii dining so unique and really makes a wonderful statement and lasting impression.” At the Hawaii Convention Center, the food and beverage team uses local produce as much as possible. Most of their meals also include some element of seafood from Hawaiian waters. Adventurous clients often request raw and exotic items such as ahi sashimi and sushi toppings including uni, tako and unagi. “It’s always fun to watch facial expressions when persons unfamiliar with cultural food selections try them for the first time,” says Allen.
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Beyond the
Front Desk:
Guest Services Professionals Make a Difference In and Out of the Lobby By Chris Mikesell
G
uest services professionals are often called the front line of any hotel operation – they are the first people guests see when they arrive and often the last they interact with when they leave, so it’s important that they are the kind of people who go above and beyond to make their guests feel welcome. But the best guest services specialists know that making people feel welcome is a skill that extends beyond the front desk. Multidimensional and outgoing, these five examples of guest services excellence prove that hospitality is more than just a job – it is a way of life.
Keeping it Local Chad Nakamura, concierge, The Royal Hawaiian To The Royal Hawaiian hotel concierge Chad Nakamura, making a difference for the guests he serves means more than just providing good service – it means giving them experiences they will never forget. One Christmas season, a Japanese family staying at The Royal Hawaiian made a unique request to have a “local-style” barbeque on the beach on Christmas Eve, a request that Nakamura gladly accepted without charging the family any additional fees. Nakamura began working in hospitality by putting his Japanese skills to use part time at a Japanese tour company while attending classes
at the University of Hawaii at Manoa. He also drove limousines for Japanese weddings for 10 years before beginning work at The Royal Hawaiian in 2007. Outside of work, Nakamura volunteers with the National Oceanic and Atmospheric Administration (NOAA) tag-and-release program to track indigenous fish, participates in beach cleanup efforts, and helps to maintain the Kapolono city and county baseball field. Meeting new people from around the world, he says, is one of the best parts of being a concierge. “I love talking story with them when I have the time,” says Nakamura.
Spreading Smiles Curt Otsuka, head doorman, Halekulani Curt Otsuka’s life in customer service began well before his start as a dishwasher at the Halekulani hotel – for 12 years he brought his customers delight as a baker known for his apple pies. “I love talking to people,” says Otsuka. “I feel it is an honor to be in the front of the house.” Five months after starting as a dishwasher, he moved up to become a valet. Now, as the Halekulani’s head doorman, Otsuka says that he loves what he does because he can make people happy every day by greeting everyone 20
Hawaii Hospitality ■ July/August 2011
with a handshake and sharing his aloha. His supervisors love him because guests come back to see him after Otsuka takes the time to make every guest feel special - some guests claim to be part of the “Curt Otsuka Fan Club.” When Otsuka isn’t at the Halekulani making guests feel welcome, he’s taking care of his mother and the rest of his ohana by cooking family meals. When he has extra time, he likes to surf, golf and play softball, and every year he volunteers for the Lokahi Giving Project, shredding turkeys for its Thanksgiving dinner.
Going the Distance Kanchana Inthasone, guest services agent, The New Otani Kaimana Beach Hotel Guest services agent Kanchana Inthasone says that the best way to help the customers she serves at The New Otani Kaimana Beach Hotel is to see things from their point of view. “I was always raised to treat others as I would like to be treated,” says Inthasone. “I always try to put myself in the customers’ shoes, and if a problem arises, I try my best to give the best assistance.” Sometimes, however, the best assistance means going the extra mile – literally – in the other direction. Once, when Inthasone overheard a guest concerned about missing a flight due
to a late taxi, she offered to transport the guest to the airport herself – in the opposite direction of her drive home. Her supervisors say that it’s that kind of dedicated service that separates the “good” agents from the excellent agents. Inthasone began her career in the hospitality industry when she moved to Hawaii from her native Bangkok in 1989 and began studying hotel management at Kapiolani Community College. In addition to devoting her time to raising her two daughters, Inthasone also has volunteered at the Thai Temple in Pearl City.
Priceless Memories Lillian Mesiona, guest services supervisor, Aston Waikiki Beach Hotel While Lillian Mesiona, guest services supervisor, has worked in many different departments in hotel operations, this Aston Waikiki Beach Hotel employee says that she finds herself drawn to guest services because she loves to interact directly with guests. “Guests come from all over the world to experience the beauty of Hawaii and it is a memory they will carry with them for the rest of their lives,” Mesiona says. Mark DeMello, Aston’s general manager, says that since her career began with the Aston in 2001, Mesiona has left a lasting impression on her guests. He remembers one instance when a guest wanted to borrow a screwdriver to install batteries in her son’s toy car: “When the batteries were inserted, the car didn’t work,” DeMello says. “She took the time to troubleshoot it for the boy, but having exhausted all options, that night after her shift Lillian went to the store and purchased the same remote control car with her own money. The look on the boy’s face was priceless.” “At the time,” DeMello says, “she didn’t think what she did was a big deal. That’s what impresses me about Lillian.” When she isn’t making guests feel at home, Mesiona volunteers with the annual Visitor Industry Charity Walk and the Aloha United Way.
Sharing Knowledge Sissy Kahele, guest services associate, Sheraton Kauai Resort When Sissy Kahele began her career as a switchboard operator for the Sheraton Kauai Resort more than 20 years ago, she didn’t think that working the front desk was the right job for her. But Kahele’s general cashier at the time, Edith Sakai, believed in her and told her that she would succeed. Taking notes in her training journal, Kahele slowly ripped out pages as she became more confident in her new role as a guest services associate. Now, Kahele says, she is filled with confidence she gained from working among the ladies who came from the “school of hard knocks.” “It’s so easy to do my job now because no two days or two guests are ever the same,” says Kahele. One of the greatest gifts Kahele has to offer her guests is her knowledge of Hawaiian salt harvesting, or Paakai. Kahele also serves as a caretaker for the Pokii and Polihale gravesites on the island of Kauai. She often takes guests and corporate visitors to her family’s salt bed in Hanapepe, passing on the traditional art to those who want to learn more about a unique part of Hawaii’s culture. “Knowledge is valuable,” says Kahele. “The more that you share with others, the more knowledge will also be given.” www.hawaiihospitalityonline.com
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NewsBriefs Electrifying Partnership
Kyo-ya Hotels & Resorts and Starwood Hotels & Resorts recently held a celebration and blessing for its revolutionary electric car-charging network.
U.S. Sen. Daniel Inouye with electric car and charge spot
A fleet of electric cars and five chargers will be housed at the Sheraton Waikiki, which is owned by Kyo-ya and managed by Starwood. Kyoya partnered with Better Place Hawaii, an electric vehicle infrastructure company, and Hawaiian Electric Co. to launch the project. Better Place Hawaii recently announced its plans to install 130 charge spots in locations throughout Hawaii, Oahu, Kauai, and Maui that are convenient to the public, such as commercial properties, tourist or entertainment destinations and commercial parking facilities.
Hotelier Turns Author
A book written by Ed Fuller, Marriott International’s president and managing director of the International Lodging Division, debuted in March. In this book titled “You Can’t Lead with your Feet on the Desk,” Fuller, who is an emeritus member of the University of Hawaii at Manoa Travel Industry Management School advisory board, explains how his team helped to build Marriott’s global arm into one of the world’s largest international hotel chains. Through anecdotes he collected
Foreword by J.W. Marriott , Chairman and CEO of Marriot t International
22
over nearly 40 years at Marriott, Fuller explains how to navigate cultural nuances and language differences, unfamiliar geography and local bureaucracy.
Urban Renewal
Hilton Grand Vacations (HGV) recently acquired the OHANA Islander Waikiki Hotel at 270 Lewers Street from Outrigger Enterprises Group. HGV plans to transform the hotel into Hilton Grand Vacations Club - Waikiki Beach Walk, an upscale, urban timeshare resort. HGV will manage the sales and marketing of timeshare intervals and will also oversee the timeshare homeowners’ association management. Outrigger will provide comprehensive onsite property management services. Mark Wang, HGV president, says, “We are confident that our collaboration with Outrigger Enterprises Group will provide a tremendous vacation experience for our timeshare owners and guests. Our reputation for delivering extraordinary ownership options in renowned destinations will be further strengthened by this distinctive project.”
Maui, Kauai and the Big Island. The event was sponsored by the Hawaii Hotel & Lodging Association (HHLA) in partnership with Hawaii’s lodging industry, numerous other travel partners, Honolulu Star-Advertiser Oceanic Time Warner Cable, Hawaii News Now and KCCN FM 100. Proceeds from the single-day fundraiser benefit local charities each year, with the monies raised staying on each island.
Dropping Anchor
For the first time, Disney Cruise Line will sail to the Hawaiian islands, with a special 15-night cruise departing the Port of Los Angeles on April 29, 2012. The cruise will call on Hilo, Hawaii; Kahului, Maui; Honolulu, Oahu; Nawiliwili, Kauai; and Ensenada, Mexico. Karl Holz, president of Disney Cruise Line and New Vacation Operations, says, “With the Disney Wonder (cruise ship) conveniently sailing from Los Angeles, and given our plans to open Aulani, a Disney Resort & Spa in Ko Olina this summer, the timing couldn’t be better for our guests to enjoy a cruise through the aweinspiring islands of Hawaii.”
Savoring Simplicity
Guests staying at any Sheraton hotel in Waikiki can take advantage of the “Stay at One, Dine at All” program that allows for centralized billing. Guests can charge hotel restaurant meals at any of the four Waikiki properties to their hotel room. The guest is then presented with one bill upon checkout. The credit program makes it convenient for guests to enjoy the range of culinary offerings at Sheraton Waikiki, Moana Surfrider, A Westin Resort, The Royal Hawaiian and Sheraton Princess Kaiulani.
Now Arriving
Maui County and A&B Properties, Inc. and Marriott Resorts Hawaii, recently held the groundbreaking of the county’s first airport hotel in Kahului. The Courtyard by Marriott is expected to employ more than 200 local workers during its 13 months of construction according to project officials. Mayor Arakawa says the project will also benefit local business travelers and local families who want to stay close to Central Maui.
Roll Out!
Roberts Hawaii is expanding its fleet with 20 brand-new Prevost touring motor coaches, an investment that marks the beginning of a series of improvements being planned by the 70-year-old tour and transportation company. The company says its new motor coaches have already arrived in the islands and will soon be phased into service throughout the state.
Charity Walk
The 33rd annual Visitor Industry Charity Walk, themed “Put Your Best Slippah Forward,” was held in May. The 6-mile walk was held on the islands of Oahu, Molokai,
Hawaii Hospitality ■ July/August 2011
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Association Building New Tourism Markets
News
By Mufi Hannemann
F
igures from the U.S. Travel Association tell us that every state in the nation can attribute a portion of its economy to tourism. States that are popular destinations like California, Florida, or New York, and even those not commonly known as major destinations, South Dakota for example, can point to $2.3 billion in tourism spending and nearly 27,000 direct jobs. Tourism is Hawaii’s most important industry, source of private sector jobs and revenue producer. While the states recognize tourism’s importance, the federal government has been slow to support this industry abroad, even though Congress has been generous in supporting other businesses in foreign markets. That’s about to change. President Barack Obama signed into law the Tourism Promotion Act last March. That act was one of the initiatives I pushed as chairman of the U.S. Conference of Mayors’ Committee on Tourism. Joined by Congressional leaders like U.S. Sen. Daniel Inouye, we secured passage of this legislation that will direct federal resources to promoting international travel to our country. The program is being managed by a nonprofit corporation under the U.S. Department of Commerce, with island chef Roy Yamaguchi an active member of the governing board. Funding for tourism marketing will come from visa fees, with complementary efforts such as easing visa restrictions, expected 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. We’ll be seeing this initiative begin later this year, about the time we’re hosting the Asia Pacific Economic Cooperation (APEC) summit in November. We need to compete effectively against nations that think nothing of spending large sums of money to promote their tourism destinations so they can attract foreign revenue and build their economies. That’s why the Travel Promotion Act couldn’t come at a better time for us. If you have any questions or would like more information, please contact the HHLA office at (808) 923-0407 or via e-mail at hhla@hawaiihotels.org.
Come Celebrate With Us
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n August 1991, 12 of Hawaii’s most talented chefs from throughout the islands gathered together and pioneered a new culinary concept – Hawaii Regional Cuisine (HRC). Collaboratively and individually, they have put Hawaii on the national and international culinary “map” and inspired new generations of talented chefs. On Sept. 19, as part of the yearlong celebration to commemorate 20 years of this culinary concept, the Hawaii Restaurant Association (HRA) will be inducting these 12 founding chefs into the organization’s Hall of Fame during a gala dinner at The Waikiki EDITION. The Hall of Fame honorees are chefs: Sam Choy, Roger Dikon, Mark Ellman, Amy Ferguson, Beverly Gannon, Jean-Marie Josselin, George Mavrothalassitis, Peter Merriman, Philippe Padovani, Gary Strehl, Alan Wong and Roy Yamaguchi. A 13th inductee also will be honored: Shep Gordon from Maui, who was instrumental in promoting the HRC concept. Since its founding, the 12 chefs and Hawaii Regional Cuisine have demonstrated to the world that Hawaii’s chefs and cuisine are in a league with the finest in the world! At the same time, each chef has shared the aloha spirit of the islands locally, regionally, nationally and globally. With the introduction of Hawaii Regional Cuisine, the local and regional food movement has gained traction throughout the world. The concept is inclusive of the efforts to encourage local purchasing and use of locally produced goods and services. It is also a key component in attracting visitors and providing incremental revenues through tourism. Also part of the commemorative activities, a unique cookbook will be available in September, featuring recipes from a variety of chefs celebrating Hawaii Regional Cuisine – from chefs who founded the movement to their mentors and other chefs in Hawaii who have brought their own style and interpretation of the movement. A micro-site and an online chefs/cooking program also are being developed, with information on today’s chefs celebrating Hawaii Regional Cuisine. For a current listing of restaurants in Hawaii celebrating Hawaii Regional Cuisine and information on events and activities, check www.HawaiiRegionalCuisine.com. HRA is proud to celebrate the evolution of Hawaii Regional Cuisine. For more information about the HRA, please call 944-9105 or e-mail: hra@RestaurantHI.com.
July Meeting Focuses on APEC Summit By Shelly Awaya
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lthough November still seems like months away, our state has been preparing for the APEC (Asia Pacific Economic Cooperation) summit for more than a year now, and will continue up until all 21 delegates from each of the economies touch down in our Aloha State. Not only have there been road and airport improvements, but hotels and resorts have been busy readying their properties for the thousands of visitors who are set to travel to Hawaii for this event. Aside from making sure our island scenery is pristine and the locals convey the “Spirit of Aloha,” safety and security will be paramount for this conference. Our chapter is fortunate to have Honolulu Police Department Chief Louis Kealoha as the guest speaker at our Wednesday, July 20 meeting being held at
The Hawaii Prince Hotel. Chief Kealoha will discuss how the police department, U.S. Secret Service, Waikiki businesses, and other public safety partners must work together to ensure that everyone who attends the summit will be in a secure environment. Traffic is also a major concern, and undoubtedly transportation restrictions will be put into place. This meeting is the perfect opportunity to ask questions about how to better prepare yourself for the summit so that your housekeeping staff and property are aware of what to anticipate. Please e-mail Veronica Mayer at veronica.mayer@ hawaiianmonarchhotels.com to RSVP for this meeting or contact her at 808-371-8345. www.hawaiihospitalityonline.com
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