Saturday BriefingPage �

Continued on page 3

March 29, 2008

Continued on page 10

30th Annual Visitor Industry Charity Walk

By The Charity Walk Checkpoint Committee

Mark your calendars for this year’s Visitor Industry Charity Walk on Saturday, May �7. Start time is 7 a.m. at Ala Moana Beach Park by McCoy Pavilion. As many of you know, Outrigger Enterprises Group is a huge supporter of this statewide event that occurs simultaneously on Oahu, Maui, the Big Island, and Kauai. In 2007, when our own Barry Wallace was Chair of the event, more than �0,000 walkers raised over $�.� million and helped over �90 local charities. We hope 2008 will again be a record year!

The Final Phase of Waikiki Beach Walk® is Here!

By Chuck Shishido and Bruce Musrasrik

Continued on page 8

On March 3�, the 270-room OHANA Islander Waikiki will close its doors as part of the final phase of Outrigger’s $535 million Waikiki Beach Walk development. As hotel operations wind down, the renovation team has been gearing up to begin the �6-month extensive renovation and upgrade that will reposition this great property into a brand new, upscale boutique hotel. Model rooms of this exciting new product are under construction and will be unveiled soon, with final design plans still in development. This closure has been anticipated for some time, but it is still a bittersweet moment for the hotel staff, some of whom helped open the hotel back in �997 when Outrigger first took over the property. “It’s special when you are part of putting something together from day one, welcoming our first guests �� years ago, and saying ‘aloha and mahalo’ to our last guests as they check out,” said maintenance worker Jimmy Uehara.

Bruce Musrasrik and Alohalani Alapai

Lost in Translation

My daughter Bitsy made a last-minute decision to visit my wife Linda and me in Denver for Easter last weekend and, while there, needed to make some changes in her reservations with a major U.S. airline to fly back to her home in Portland. We were sitting together in the living room, and I overheard her as she spoke to the airline’s call center in Mumbai, India, for over 30 minutes. It was frustrating. She was told that, depending how the changes were made, the cost could vary from $50 to $�50. She requested the $50 change, but her credit card was charged $75. She politely protested the overcharge and was offered a $50 future travel voucher for the error. She then spoke to a supervisor, who not only refused to honor the $50 quote but also added, “If I had handled the change, you would not have been offered a voucher!” I shuddered in amazement, as I listened to this exchange and wondered what ever happened to the old-fashioned concept of customer service. Sadly, as more and more businesses add layers of technology to their customer contact systems and move their call centers overseas to areas of low wages, customer service has become a relic of a vanishing era, and company executives seem focused on giving as little service as possible for the least possible cost.

Saturday BriefingPage 2

Saturday Briefing is published by and for the employees of Outrigger Enterprises

Group.

Editor-In-Chief: Richard Kelley Senior Editor: Marie Casciato Assistant Editor: Lehua Kala`i Contributing Writers: Employees of Outrigger Enterprises Group

Visit us online at: www.outrigger.com/sb

or www.ohanahotels.com/sb

Submit suggestions, comments, and news tidbits to

Marie Casciato at marie.casciato@outrigger.com

or via interoffice mail to OEH/Executive Office, or contact her at

(808) 92�-660�.© 2008 Outrigger Hotels Hawaii An Equal Opportunity Employer

Employment Opportunities If you are interested in the positions listed below and meet the qualifications, please submit an in-house application obtained from your Supervisor or Human Resources. If you have any questions, please call Eric Ishikawa at (808) 92�-6989. Application deadline for the following positions is April 4, 2008.

Guest Service Representative(Full Time)

A minimum of one year customer service experience required. Must be computer literate, have �0-key by touch skills, and be able to type 30 wpm. Must also have excellent communication skills and be flexible to work any shift and day.

Director of Sales and Marketing - Thailand(Full Time)

Will be responsible for developing strategies and plans to ensure maximum marketshare, revenue, and occupancy growth. A minimum of five years experience selling a Thai destination required. Must be familiar with the main feeder markets to Phuket and have existing relationships with the UK/German and intra-regional travel trade. Excellent written and verbal communication skills essential.

Sales Manager - Thailand(Full Time)

Will be responsible for managing the sales effort for the Thailand properties with the objective of increasing room nights and revenue for all hotels in the wholesale segment. Must be familiar with wholesale and DMC market from Phuket and Bangkok. Must have experience in effectively analyzing and using financial and marketing data to maintain and improve marketshare and penetration goals. Excellent written and verbal communication skills essential.

Chief Accountant - Thailand(Full Time)

Will be responsible for setting up accounting controls and procedures and overseeing accurate and timely preparation of financial statements and related financial reports. A minimum of three years experience in Accounting with supervisory experience, and a bachelor’s degree in Accounting required. Must be able to read and analyze various financial reports. Excellent written and verbal communication skills required.

Public Relations Manager - Thailand(Full Time)

Will be responsible for positioning Outrigger properties in Thailand as a premier apartment and free-standing resort company. A minimum of two years management experience in a hospitality Public Relations role required. Must be able to communicate in English and Thai and have excellent written and verbal communication skills.

Information Technology Manager – Thailand(Full Time)

Will be responsible for establishing all aspects of the IT systems. A minimum of seven years experience in IT administration and networking, with management experience required. Must have excellent communication skills and be able to effectively communicate in English and Thai.

Assistant Human Resources Manager - Thailand(Full Time)

Will provide Human Resources service and assistance to employees in matters related to employee benefits, payroll, compensation, employment, human resources administration, and training. A minimum of two years hospitality human resources experience required. Must have excellent communication skills and be able to effectively communicate in English and Thai. Recent HR experience in Phuket highly desirable.

Happy Birthday!Apr �4: Andrew H. Boyd, John A. Reber III, Alexander F. Jardine, Villamor D. Jose, Walter B. Revilla, Donna L. King, Mary Stites, and Windy A. Seguancia.

Apr �5: Jenny Bao Hong and Donna Y.L. Leong.

Apr �6: Kay Ja An,Henry Barekiau, and Steven T. Takasaki.

Apr �7: Magdalena C. Gaoiran, Chin Hung Chee, James H. Cram, Repat Nota, Rodolfo Santiago Pascual, and Kin Chung Chan.

Apr �8: Kealii S. Parker, Mew Hing Wong, Sheryl J. Mc Kay, Victorina B. Rabago, Annie C. Catingub, and Jason T. Takemoto.

Apr �9: Allan A. Versola, Jose M. Carmona, Su Fang Huang, Mia K. M. Taise, Conseta V. Serdenia, Georgianna J. Farthing, Consolacion Caraang, and Victor R. Macabio.

Apr 20: Sung Ki Kim, Rosie L. Wroten, and Tim Wolfgang Blum.

Saturday BriefingPage 3

Visitor Industry Charity Walk

Continued from page 1

Last year, walkers and volunteers on Oahu loved the new Waikiki route that included our brand new Waikiki Beach Walk, where again we’ll have a checkpoint station manned by many capable volunteers. This year’s theme is “Yesterday, Today, and Tomorrow - Over a Thousand Miles of Smiles,” but not to worry, you won’t have to walk �,000 miles . . . just 6 miles on Oahu, 4 miles on the Big Island, just under 3 miles on Kauai, and 5 miles on Maui. So invite your family and friends to join you and your coworkers for a morning of fun, food, fabulous entertainment, and a little exercise to do a little good - for yourself and others. More to come in future issues of Saturday Briefing. In the meantime, save the date - Saturday, May �7!

Political FundraisersBy Lehua Kala‘i

If you are interested in obtaining information regarding Hawaii politics, please call the OHH PAC Hotline at 92�-6660 and leave a message on the recorder.

Wednesday, April 2Representative Kyle Yamashita

District �2 – Pukalani, Makawao, Olinda, Pulehu, Kula, Waiohuli, Keokea, and Ulupalakua

5 p.m. – 7:30 p.m.Matters of Taste

Gentry Pacific Design Center560 N. Nimitz Highway, #68

Representative Glenn WakaiDistrict 3� – Moanalua Valley, Moanalua,

and Salt Lake5:30 p.m. – 7:30 p.m.

St. Andrew’s Priory Coutryard224 Queen Emma Square

Representative Clifton TsujiDistrict 3 – Keaau, Kurtistown, Mountain View,

Glenwood, and a portion of Hilo5:30 p.m. – 7:30 p.m.

Matters of TasteGentry Pacific Design Center560 N. Nimitz Highway, #68

Thursday, April 3Representative Jon Riki Karamatsu

District 4� – Waipahu, Village Park, and Waikele5:30 p.m. – 7:30 p.m.

Bishop Museum Courtyard�525 Bernice Street

Monday, April 7Representative Ken Ito

District 48 – Heeia, Haiku Valley, Kapunahala, and a portion of Kaneohe

Matters of TasteGentry Pacific Design Center560 N. Nimitz Highway, #68

Tuesday, April 8Representative Jerry Chang

District 2 – Piihonua, Waiakea, Keaukaha, Kaumana, and a portion of Hilo

5:30 p.m. – 7:30 p.m.Mandalay Restaurant�055 Alakea Street

New Arrival Congratulations to Pila (Kikuchi) Hanson/Human Resources and her husband Eric on the birth of their son Parker William Ka‘opuakealani Hanson on March �5 at 9:33 a.m. Parker weighed 6 lbs 2.6 ozs. and was �9-¾ inches long.

William Ka‘opuakealani Hanson and his big brother ‘Oli

Saturday BriefingPage 4

Easter CelebrationsBy Marianne Thesken, Luana Maitland, and Una Murray

Easter celebrations were held at the Outrigger Kiahuna Plantation, the Outrigger Reef on the Beach, and the Outrigger on the Lagoon – Fiji. Guests and employees joined together in the celebrations that featured Easter Egg hunts, an Easter Egg decorating contest, and choir singing. Following a beautiful sunrise service, the Easter Bunny hopped over to Outrigger Kiahuna Plantation Resort and hid eggs for the egg hunt. Boys and girls up to ten years-old participated in the Easter Egg hunt, where “golden” eggs containing special

prizes were the most sought after. Homeowners, guests, and employees also joined in the celebration. The highlight of day for the young and young-at-heart was having their photograph taken with the Easter Bunny. Thanks to Gana Maheshwaran and Bevin Parker-Evans for organizing the event. A special mahalo to all the employees who helped make our Easter celebration a success. The Outrigger Reef on the Beach’s (ORF) Easter celebration started off with judging of the Annual Easter Egg Decorating Contest. Guests voted for their favorite entry, which were submitted by tenants and employees. Mahalo to all participants for sharing your decorating talents. The contest winners were:

Most Creative Egg DisplayAccounting department - Janice Shizumura, Teresa Shepherd,

Debra Chan, and Jolene Achong Most Hawaiian category

Rosalie Wong from Ocean House Restaurant

Even with the renovations going on at the ORF, the Easter bunny found his way to the Voyager Club Sun Deck, where the children were eagerly awaiting the start of the Easter Egg Hunt. The lucky winner of the “golden” egg was Chantel Snyder of Terrace, British Columbia, Canada. In the true spirit of Easter, Chantel gave away her bag of candies she gathered from the egg hunt to a child who arrived late and missed the hunt. She truly deserved to win the “golden” egg prize of a wonderful Easter basket stuffed with toys, books, lots of candy, an Ukulele, and a Hawaiian designed beach towel.

Gana Maheshwaran, Bevin Parker-Evans, and Bernie Verkaaik with the Easter Bunny at the Outrigger Kiahuna Plantation

Bevin Parker-Evans’ son Mitchell is all smiles, as he has his photograph taken with the Easter Bunny

at the Outrigger Kiahuna Plantation

Marianne Thesken’s daughter Leanna meets the Easter Bunny at the Outrigger Kiahuna PlantationContinued on page 5

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Easter CelebrationsContinued from page 4

Mahalo to Frank Poei, Thelma Fernandez, Irenio Dumaslan, Wilson Asidera, Han Qin Wang, Matt Sproat, and Jennifer Cabasag, aka the sweet and cuddly Easter Bunny, for their assistance in making this a fun event. The Outrigger on the Lagoon – Fiji (FOR) held Easter Sunday Services in the Bure ni Loloma Wedding Chapel. Over forty guests attended the service conducted by Reverend Alipate Cirivakabola and featuring the Malevu Village Choir. After the service, the Easter Egg Hunt was on. Eggs and other special surprises were hidden in the grass around the property. Throughout the week, the hotel’s restaurants gave children special Easter treats, as they arrived and offered special desserts for all guests to enjoy. Children also received special turn-down treats nightly. There were many special touches all week long to ensure the guests of the FOR felt like they were at their home-away-from-home.

Tim Blum’s daughter Natalie searches for Easter Eggs at the Outrigger Kiahuna Plantation

Dale Verkaaik and her husband Bernie and the Easter Bunny at the Outrigger Kiahuna Plantation

Bevin Parker-Evans’ Goddaughter Sararose meets the Easter Bunny at the Outrigger Kiahuna Plantation The Outrigger Reef Easter Bunny (Jennifer Cabasag)

Kent Okano’s daughter Abbie meets the Easter Bunny at the Outrigger Reef

See more photographs on page 6

Saturday BriefingPage 6

Outrigger Enterprises Group Health & Wellness

By Ruthann Yamanaka A foundation of Outrigger’s mission statement is to provide “our employees an opportunity to be their best.” One aspect of “being our best” is wellness. Outrigger has a long-standing belief in supporting our employees’ health in body, mind, and spirit. It’s important to feel good in order to “do good,” and Outrigger is committed to encouraging health and fitness among our dedicated employees Human Resources Specialist Mercedes Lanza, Benefits Assistant Lauren Reis, and Director, Compensation & Benefits Monica Fo are designing ways to further enhance Outrigger’s existing health and wellness programs. According to Mercedes, “We want to help us all, as hosts, feel good about ourselves, our place of work, and our guests.” The March “Lunch & Learn” program focused on “Think Fit” – How to increase your physical activity level in simple, yet effective, ways. HMSA Health Educator Pete Clines conducted a practical workshop with information on the health benefits of an active lifestyle and some “hands on” exercises that can be easily incorporated into daily activities. The Human Resources Service Center (HRSC) is gathering employee lifestyle information through a short survey. The data collected will help to shape future health and wellness programs for Outrigger employees. Surveys are available at the HRSC or email mercedes.lanza@outrigger.com to participate. A shining example of the spirit of fitness among Outrigger employees is Kathy Foley. Kathy has been involved in reinforcing health and fitness within Outrigger since �989 and has volunteered to conduct a twice weekly, lunch-hour “Core Fitness” class for Outrigger employees. Kathy was recognized at the Lunch & Learn for her years of volunteering her time and sharing her knowledge of health and fitness with the Outrigger ‘ohana. (See Focus on Fitness – The Outrigger Way on page 9.) Outrigger encourages a healthy lifestyle for all employees, and the Human Resources team is designing ways to take our wellness and fitness programs to even greater heights. Please contact us at 92�-6955 with your questions or comments. So, think fit and have fun enjoying the benefits of a healthy lifestyle!

Easter CelebrationsContinued from page 5

Mario Daona and Jessie Jacino helped make the Outrigger Kiahuna’s Easter celebration a success

Winners of the Most Creative Egg Display in the Outrigger Reef ’s Easter Egg Decorating Contest Janice Shizumura, Teresa Shepherd (not pictured), Debra Chan, and Jolene Achong

Malevu Village Choir performed during the Easter Service at the Outrigger on the Lagoon - FijiBack Row: Saula Naibuka, Sakiusa Nawakai, Jim Nailiko, Isi Vavau, and Sai VavauMiddle Row: Viriseta Tagitagivula, Reverend Alipate Cirivakabola, Toqa Tagitagivula,

Asena Vavau, Seini Nagata, and Bose Nailiko,Front Row: Timoci Nagata, Rusi Vakabua, and Leba Baroka

Saturday BriefingPage 7

Back row: Laurie Hirata, Fran Patoskie, Loyce Hurley, Terri Escritor, Diane Lau, Sheila Pike, Cynthia Kagami, and Shari FujitaFront row: Kristy Im, Michelle Paiaina, Lori Ishiyama, Mercedes Lanza, Lianne Bryant, and Valerie Lee

Sitting: Kathy Foley

Focus on Fitness – The Outrigger WayBy Ruthann Yamanka

What began from a groundswell of interest in fitness years ago has become a regular feature of the Outrigger landscape. The company’s resident fitness guru, Kathy Foley, (sometimes Assistant to Barry Wallace), and her loyal band of exercisers have been meeting in the OHANA East since March 25, 2003, but the movement started long before that. Kathy has records of the program going back to �989, when it was a “high impact” after-work workout at the Waikiki West. “It started when I was working for Doctor (Richard Kelley), who gave the approval to start the program,” she said. Among other credentials, Kathy holds an American Council on Exercise certification to teach group exercise. The twice-weekly sessions are open to all, and Kathy encourages folks to workout at their own fitness level and to have fun.

According to regular participant Lianne Bryant, “In the beginning, we started with weights, but through the years, we’ve added the stability ball and recently the Pilates ball to keep things interesting and challenging.” Lianne says, “I have found the classes are a great way to spend the lunch hour, not just because it helps relieve stress and keeps us in shape (so that we can have that extra cookie in the afternoon), but we’ve been able to meet and get to know people from other departments that we would never have met otherwise.” The group commemorated their five-year milestone with a potluck celebration (after a good workout) this month. Kathy’s Core Class is one of the great examples of Outrigger Enterprises’ commitment to wellness. We are grateful to Kathy for volunteering to help to keep the program—and our employees—healthy and strong. Join the group for fitness, friendship, and fun!

Saturday BriefingPage 8

The Final Phase of Waikiki Beach Walk® is Here!

Continued from page 1

“We’ve been watching demolitions, constructions, and grand openings across the street, makai and mauka, and behind us for the last 24 months, and it looks like it’s finally our turn,” houseman Wilfred Marcos remarked. Operating under so many major construction-related disruptions up to this point has been challenging, but the staff has been remarkable in maintaining operational efficiency and a high-level of guest service. Mahalo to each and every member of the OHANA team who has been a part of the OHANA Islander Waikiki over the years. Each is an important member of our ‘ohana, so it is satisfying to know all staff members have been offered positions and will begin transferring to their new homes at other Outrigger and OHANA properties beginning in April, with the option of returning to the hotel once the renovation is complete. So, as the OHANA Islander Waikiki closes, the transformation that has revitalized Lewers moves a step closer to its final phase of completion. While there is great anticipation for this new accommodation choice at Waikiki Beach Walk, we gratefully acknowledge our past and the wonderful guests who have called the OHANA Islander Waikiki home during their visits to the islands.

Gina Reeves and Mei Ying Gong

Kneeling: Bruce Musrasrik, Ferdi Obille, Jun Hwan Lee, Wilfred Marcos, and Dana Rebuldela,Standing: Adelina Balmilero, Myong Cha Yi, Alohalani Alapai, Yue Jun Li, Jimmy Uehara, Nena Tran, Karen Fong, Dong Ting Huang, Mei Ying Gong,

Wendy Yee, Hui Hua Huang, Yuk Han Lau, Lynn Tran, and Linda Wang

See more photographs on page 9

Saturday BriefingPage 9

The Final Phase of Waikiki Beach Walk® is Here!

Continued from page 8

Adelina Balmilero and Melanie Shin

Standing: Judy Lui, Lynn Tran, Dong Ting Huang, Adelina Balmilero, Myong Cha Yi, and Ching TomSitting: Wendy Lee, Nena Tran, Nu Yang Wei, Linda Wang, and Yue Jun Li

Dong Ting Huang, Alohalani Alapai, Dana Rebuldela, and Ferdi Obille

Saturday BriefingPage �0

Outrigger Twin Towns’ First Employee of the Quarter

By Gavan Conway

General Manager Correen Hurley, Donna Taylor, Ka`ipo Ho, and Dave Lawrence

I am pleased to announce the first Employee of the Quarter for Outrigger Twin Towns Resort is Donna Taylor. Donna, who works in the Reservations department, was presented with her award during a recent staff workshop on Exploring Outrigger’s Culture of Ho‘okipa, conducted by Manager, Cultural Experiences Ka‘ipo Ho. Senior Vice President of Operations Dave Lawrence and Resort General Manager Correen Hurley also attended the presentation. Donna was one of the seventy staff members who worked at the Resort for over �2 months prior to joining the Outrigger ‘ohana in December 2007. Congratulations, Donna!

Lost in TranslationContinued from page 1

I feel this is a disastrous path for companies in Travel & Tourism to follow. This industry is built on customer service. Yet the airlines are doing it, and so are some large online travel companies. Fortunately, enlightened hotel leaders seem wiser and are keeping their call centers located in the country where the language and culture match those of their customers. I can understand the motivation behind putting call centers offshore and pushing customers to do their business over the Internet—perceived cost savings. Robert Camastro, writing for Hospitality Upgrade magazine in 2003, said that a sale on the Internet costs $� compared to $8 for a sale handled by a central reservations office (CRO). That seems penny-wise and pound-foolish. Camastro also found that 38 percent of calls to a CRO are converted to a booking, compared to only 8 percent on the Web! With those odds, give me a well-run call center any day. Not everyone agrees with my philosophy, and some companies, even hotel companies, greet telephone customers with an automated message urging them to hang up and use the company’s “convenient Website, where they can find special rates only available online.” What are these marketing geniuses and spreadsheet jockeys smoking? The pendulum may be starting to swing the other way. Expedia, American Express, Delta, and US Airways have all recently returned some, if not all, of their call centers serving U.S. customers to the United States. Many companies are discovering that a call center located in a small U.S. or Canadian community can offer customers excellent service at a reasonable cost. For example, Starwood Hotels & Resorts recently located a call center in St. Thomas,

Ontario, Canada, to serve its Canadian customers. There, in a population of 35,000, Starwood found abundant skilled workers fluent in French and English, cost-competitiveness, and favorable business development laws and policies. Washington Mutual operates a call center in Coppell, Texas, population 37,000. DirecTV’s center is in Missoula, Montana, population 64,000, and American Healthways’ customers are handled in Eagan, Minnesota, population 63,000. Many others have followed this trend. In a complete reversal of “offshoring,” Tata, the Mumbai, India-based conglomerate, recently located two call centers in Reno, Ohio, and Milton, Florida, to answer telephones for the online travel agency Expedia. Tata has found that the language skills and local knowledge of its agents is an asset valuable enough to trump the attraction of low-cost areas like India, the Philippines, and Central and South America. Outrigger Hotels & Resorts was on the leading edge of the trend to locate call centers in smaller U.S. cities when we moved our reservations offices to a then-relatively small Denver about �990. Although Denver was much larger than Coppell, Missoula and Eagan, we did find skilled workers, reasonable costs, and a business-friendly local government, a situation that continues today. Outrigger and OHANA currently also have call centers in Honolulu and Tokyo to handle customers in Hawaii and Japan, and we may develop call centers in Southeast Asia, as our business in that area increases. For our North American customers, we will continue to provide the very best in call center service from Denver. We do not want that function transferred overseas where requests by our valued customers might well get lost in translation.