Each year, Hawaii’s hospitality industry comes together to celebrate excellence and honor its brightest stars. The Nā Po’e Pa’ahana Awards (Hard Working People Awards), presented by the Hawaii Hotel & Lodging Association, recognize exceptional employees who go above and beyond to create unforgettable experiences for guests and the community.
This year, OUTRIGGER is proud to nominate 20 outstanding hosts for their unwavering dedication to providing exceptional hospitality. In the coming weeks, we will spotlight these incredible individuals and share their inspiring stories through their nominations. Below is the first of three write-ups on the nominees…
Bell/Valet Person of the Year
John Thompson, OUTRIGGER Reef Waikiki Beach Resort
With an impressive 33-year tenure as the face of front services at OUTRIGGER Reef Resort, John’s reputation precedes him. It is safe to say that any guest who has stayed at ORF is likely to know John, thanks to the memorable arrival, stay, and departure experiences he creates.
From the moment guests arrive, John welcomes them with genuine warmth and aloha. He engages in small talk, expressing gratitude for their decision to stay with us. Throughout their stay, he continues to converse with our guests, taking a keen interest in their vacation plans and suggesting activities that align with their interests. When it’s time for them to depart, John ensures they are properly thanked for choosing our resort and arranges transportation back to the airport.
What sets John apart is his ability to forge lasting relationships with our guests. Many of them consider him a friend and family, and their connection with him is what keeps them returning to OUTRIGGER Reef. John embodies OUTRIGGER’s Four Keys of service—warmth, awareness, proactivity, and personalization—in every interaction.
John has forged a strong bond with our guests, to the extent that they entrusted him with a heartfelt task. When a beloved past guest, who had always chosen to stay at the OUTRIGGER Reef Resort, passed away, our guests approached John. They saw him not just as a staff member, but as a cherished member of their own family. They asked him to participate in the solemn act of spreading the guest’s ashes. This gesture speaks volumes about the deep connection John has cultivated with our patrons.
To further emphasize John’s exceptional service, here are some personal comments from our guests:
– (From Karen Thi Nguyen 05/06.2024) “John (Doorman) was so welcoming! He was very helpful in ensuring that my transportation was all set each day (From Uber to shuttles). John Also remembered whereI went (ex. ziplining/tours/Diamondhead hike) and asked if we had a good time. I really appreciated how friendly John was. Thank you John!.”
– (From Robert Taulbee 05/07/2024)” John at valet parking always present and helpful. Always enjoy seeing them during our visits.”
– (From Eric Jones 05/22/2024) “John at valet was a true professional. I grew up in a hospitality city (las vegas) and John would be a true “A” player where I come from. Great staff here at this hotel. They must be valued. This is hard to find in our current times. We will be back, we could stay at nicer hotels, but again will be back due to staff and friendliness.”
– (From Jonathan Bray 06/24/2024) “John at valet was extremely friendly and helpful. He had great tips for our short time on Oahu and went above and beyond to help us.”
– (From Randy Oliveira 07/01.2024) “I must say you luggage/Bell desk employee were outstanding. I would like to especially thank John for his kindness and general knowledge of the area. Much mahalo to them.
– (From Dan Treichel 07/04/2024) “Valet John is wonderful and very big asset for you.”
– (From Cynthia Charles 07/05/2024) “Special recognition to John at the valet desk. He went out of his wat to make sure we got assistance with loading and unloading my husband’s motor scooter.”
In conclusion, John Thompson’s exceptional dedication and service make him a deserving candidate for the 2025 Na Po’e Pa’ahana Awards. His ability to create lasting friendships with our guests and provide unparalleled experiences is a testament to his commitment to excellence.
Food & Beverage Person of the Year
Elona Keanini-Gomes, Embassy Suites by Hilton Waikiki Beach Walk
Elona has made unparalleled contributions to our team and the greater community. She is a true embodiment of ho’okipa and living by our service culture at the Embassy Suites by Hilton Waikiki Beach Walk of caring for our hosts (team), guests and place. She deserves this recognition for her extraordinary dedication, leadership, and passion for hospitality.
Elona came to us from Time Supermarket where she was an Assistant Manager. With experience in cooking, purchasing and customer service, she brought an immense amount of talent and experience to the team from the get-go. Since joining our team two years ago, Elona has stepped into multiple positions and seamlessly navigated the various roles in our F&B department — from cooking up omelets at our daily breakfast, whipping up mai tais at our nightly receptions or even as a relief supervisor. Even without hospitality experience prior, Elona quickly adjusted to the seasonal shifts in business and has played an important role in team meetings to help improve processes and teamwork to ensure even during busy months in the summer that our F&B experience remains exceptional. Her leadership shines brightly when overseeing the F&B operations; she not only leads by example for her team, but also fosters an environment of encouragement and respect. She is someone the team can rely on to help out, to stay positive, and keep things positive at all times.
Earlier this year, Elona was working at our Evening Reception when she noticed a guest that had fallen down by the pool. At the time the manager was assisting another guest, so Elona took it upon herself to help the guest to the driveway and helped the guest until the ambulance came to pick them up. Even though it was at 6:30pm and the busiest time of the night for service, Elona knew helping the guest was priority and took action without any hesitation. While, fortunately, the guest was not injured too severely, it is Elona’s commitment to working with kindness that shows in the many amazing connections and memories she builds with our team and our guests.
Beyond her remarkable contributions at our hotel, Elona’s heart for service extends into the community. Her involvement, especially with programs such as IHS Hawaii and the Oahu YWCA, showcases her belief that everyone deserves a second chance. This translated in her contributions at work. Through the last year we have had multiple interns from Project Life which aims to provide students with disabilities real-life work experience so that they can prepare to enter the workforce. Elona took the personal initiative to work with our interns and train them with all her knowledge. One student learned valuable cutting skills and kitchen management skills in preparation for starting KCC’s culinary school. And, our current student is learning the same skills and we are hopeful to find a full-time position in the near future. Elona embodies the spirit of generosity and compassion, participating in community initiatives that inspire those around her.
Thank you for considering Elona Keanini-Gomes for this highly regarded accolade. I genuinely believe that her dedication to the food and beverage industry, commitment to her colleagues and guests, and profound impact on the community deserve to be celebrated. It is with immense pride that we submit this recommendation, confident that Elona will continue to inspire all those around her.
Activities, Culture & Experience Person of the Year
Cherwin Meheula-Solomon, OUTRIGGER Reef Waikiki Beach Resort
OUTRIGGER is rooted in a culture of caring, and for over 30 years, we have lived by the values-driven philosophy known as The OUTRIGGER Way, or Ke ‘Ano Wa’a in Hawaiian. This philosophy is built on a commitment to care for our hosts as family, provide guests with unparalleled hospitality, and be responsible stewards of the places where we do business. Ke ‘Ano Wa’a has been central in reaffirming the core essence of our business—Ho‘okipa, or hospitality. It has also deepened our understanding of the critical relationships between a host, a guest, and the place they share. This philosophy is the foundation of the unique style of hospitality that has become synonymous with OUTRIGGER Resorts & Hotels worldwide.
As a Culture & Events Coordinator, Cherwin is at the heart of these values, engaging with our guests daily and sharing his deep knowledge of Hawaiian culture, traditions, and, most importantly, embodying The OUTRIGGER Way through his actions.
Caring for Our Hosts
Cherwin takes his role to heart, consistently leading by example. His use of Aloha in daily interactions exemplifies its true meaning—warmth, respect, and love—and he shares this spirit with both guests and fellow hosts. His peers regularly recognize and appreciate his efforts in teaching them the significance of Aloha and how to integrate it into their work. His commitment goes beyond his role at OUTRIGGER Waikiki; Cherwin often adjusts his schedule to support colleagues and actively contributes to both property and corporate events, enhancing the overall OUTRIGGER experience.
Caring for Our Guests
Cherwin’s passion for welcoming and connecting with guests is evident, particularly during cultural activities. He enjoys creating special connections with families, especially children, whose delight in his presence is a testament to his unique ability to enrich their experiences. Parents are grateful for the positive impact he has on their children’s stay.
- Sofia Kalimeridou, a family influencer, shared her appreciation for Cherwin’s hospitality during her stay, praising his knowledge of Hawaiian culture and how warmly he welcomed her children to the resort.
- Guest Marisa Alexandra Rayas noted in a survey: “Cherwin, who led the activities I attended, was the best!”
- A TripAdvisor review from another guest reads: “The absolute highlight of the hotel, in my opinion, is Cherwin. He is an absolute delight, a lovely, kind, sweet soul. We spent each morning with him in the activities center, Hale o No’eau. We learned so much and had such a great time. My expectations for the level of activity were far exceeded. He is a gem, with a lovely voice (we still sing and dance to ‘Little Brown Gal’) and the hotel is so lucky to have him. I encourage everyone, especially those with children, to start their day off with Cherwin. Big hugs and Mahalo! Thank you for being a wonderful host to our family. I am grateful for the love you showed.”
Caring for Our Place
Cherwin also shows a deep commitment to the local community by coordinating and participating in OUTRIGGER’s OUTRIGGERCares volunteer programs, such as beach cleanups and making Genki Balls. He has fostered lasting relationships with local organizations like the Friends of Hokulea & Hawai’iloa, the Waikiki Aquarium, and sustainable artists whose work is featured at OUTRIGGER Reef Waikiki Beach Resort.
Cherwin exemplifies the spirit of Aloha not only through his words but through his daily actions. His embodiment of these values makes him an outstanding representative of OUTRIGGER, and it is with great pride that we nominate him for the Na Po’e Pa’ahana Activities, Culture & Experience Person of the Year Award.
Front Office Person of the Year
Renee Kiyono-Taniguchi, OUTRIGGER Reef Waikiki Beach Resort
Being our most senior Front Desk Host here at the OUTRIGGER Reef Waikiki Beach Resort, Renee exemplifies the true essence of Living the OUTRIGGER Way: Caring for Host, Caring for Guest, Caring for Place with our Values as our guide.
Caring for Hosts
Renee has proven herself to be an integral part of the Front Desk team. Renee displays great work ethic, and is an amazing team player. Recently, one of her work peers had to take a few days off due to a difficult family situation. Due to limited coverage for overnight shift, Renee volunteered to cancel her already approved vacation request so that she can cover that host’s shifts. Renee will never ask any questions if last minute changes are required due to operational needs. One time Renee was called past midnight to come in because one of the hosts had a medical emergency and had to leave early. Renee did not ask any questions and was able to come in immediately on her day off to help with coverage. Renee is a caring and optimistic person whose energy is truly contagious and she likes to share her positive attitude with the rest of the team.
Caring for Guest
Renee is known for delivering exceptional service enriched with Aloha and Hawaiian hospitality. Renee takes good care of guests when they come in to check in late at night, tired after long flight. Renee makes sure they receive a warm welcome and fond farewell. With no Manager on duty during night hours, Renee takes initiative to resolve guest service issues, and does proper follow up for a morning Manager. Some of Renee’s most recent guest commendations through our survey portal include the following:
- Danielle B: “Renee, the BEST front desk personnel ever! Kind and helpful. When our plane cancelled she found us a room back with you and was so empathetic. We loved her.”
- Richard M: “Renee at the front desk was awesome, very accommodating which made our check in flawless”
Caring for Place
Renee actively participates in company promoted events, provides community service and encourages others to participate. Renee works diligently and proactively to balance the hotel’s inventory and to make sure all the guests are allocated in correct categories and according to their preferences. Management relies on Renee to keep track of supply inventory, and Renee always helps with recycling guests’ key cards.
One time Renee had found a rare Native Hawaiian bird who was lost and wandering near a service elevator. Renee called ‘Hawaii Wildlife Center’ on the Big Island for help and was instructed to contact ‘Feather & Fur Animal Hospital’, which is located in Kaneohe, to arrange for the bird to be picked up. At the end of Renee’s shift, no one had come to retrieve the bird, so she drove to Kaneohe before going home and delivered the bird to the hospital safely. For these reasons and more, Renee deserves to be honored with 2025 Na Po’e Pa’ahana Award. We are looking forward to seeing her professional achievements recognized by Hawai’i Lodging & Tourism Association.
Kristina Arola, OUTRIGGER Waikiki Beachcomber Hotel
Kristina has been with the OUTRIGGER Ohana for the past 19 years of service and this shows her dedication and commitment to her job and the team. The hospitality service is not just a job for Kristina, it is her passion and it shows how much she just loves helping others. She brings a high positive energy and personal touch at work every single day. She has built strong relationships with guests, which made them lifelong guests at the property. She goes above and beyond to every single guest she encounters. One of her many traits that makes her stand out is her care for the guests and her team. She treats every single guest the same including the challenging ones. She is able to turn some guests experience around and she makes sure that she checks up on them.
There are many examples of guest interactions where Kristina shines. In most occasion, the guests compliments her friendly attitude and willingness to help at all times. Kristina received numerous recognitions from TripAdvisor Reviews, hotel surveys, and other review forums. She’s been the main key part of what made our property reach the number one spot on TripAdvisor’s travelers rank. Guests chooses to stay at our property because of all the amazing reviews about Kristina’s hospitality and unforgettable experience. They arrive at the hotel and specifically looks for her. Kristina has been recognized every month for receiving the most name mentions on TripAdvisor, and she is averaging about 30 reviews per month. Some days, she received multiple name mention on glowing reviews. Some recent example of TripAdvisor Reviews for Kristina:
Kristina at check in was the happiest person to greet us. She made sure we had a great room with a view and super friendly! Made us feel very welcome!!!!! Our room on the 17th floor had a spectacular view. Great amenities including robes and slippers!!!!!!
Friendly Aloha Hospitality ⛱️🏝️
We had the most wonderful experience when dealing with Kristina. She is the friendliest most helpful individual I have had the opportunity to deal with in a very long time. She makes sure that we have everything we need to make our stay at the Outrigger Waikiki Beachcomber Hotel the best experience possible.
Arriving at 7.00am after a long hall flight from Aus we were blown out. However we were greeted by an amazing receptionist Kristina at the Waikiki Beachcomber hotel who was happy, bright welcoming and very expert with the booking system. Kristina was able to find us a fantastic street front room with great city and beach views. The room vista definitely blew away the travel fog and set us up for great break. Staff like Kristina are a credit to any organisation. All the staff here are focused and on point. Would recommend this Hotel to anyone. Go Waikiki Beachcomber!
Kristina was absolutely wonderful when I checked in. I had a mishap with my travels to Australia and she made my day a little bit better after unexpectedly needing a hotel in Waikiki. The service all around was great, the room was clean, and the location is perfect. You can walk to everything you need. Thank you Kristina! Your kindness and warm energy made me forget my troubles for a second and remind myself to enjoy my time in Hawaii. I will be back!
” We had the most wonderful experience when dealing with Kristina. She is the friendliest most helpful individual I have had the opportunity to deal with in a very long time. She makes sure that we have everything we need to make our stay at the Outrigger Waikiki Beachcomber Hotel the best experience possible.” ; “Kristina was absolutely wonderful when I checked in. I had a mishap with my travels to Australia and she made my day a little bit better after unexpectedly needing a hotel in Waikiki. Thank you Kristina! Your kindness and warm energy made me forget my troubles for a second and remind myself to enjoy my time in Hawaii. I will be back!”.
There are a lot of positive commendation about Kristina; she truly is an outstanding hospitality employee. Her hobbies include travelling, and she loves sharing her travel stories with our guests. She connects with people about the places she has visited. We have a long stay guest who is from Greece, which is Kristina’s next travel destination. She and the guests have since become good friends as they have talk stories about Kristina’s travel plans. Similarly, co-workers enjoy asking Kristina for travel recommendations and she is always happy to share travel tip.
OUTIRGGER’s core value is centered on caring, and Kristina is a genuinely caring person. She cares for her co-workers, our guests, the hotel, and the hospitality industry. One of her many recognitions included winning the Global Host of the Year for OUTRIGGER Resorts & Hotels in 2022. Kristina has such a big heart and having her in our team is a blessing. Her inviting personality is what made her our very own Ms. Aloha. We truly believe that Kristina and people like her make our hospitality industry more special. She not only shares her Aloha spirit with guests, she also connects with them even after their Hawaii trip is over. She builds lifelong relationships by keeping in touch with guests even after they leave the hotel. She creates guest for life!
Jacques Beyerman, Regency on Beachwalk Waikiki by OUTRIGGER®
For the past seven years, Jacques has been the heartbeat of our team, embodying the true essence of hospitality. His unwavering professionalism, kindness, and dedication have not only elevated the guest experience but also fostered a welcoming and collaborative environment for his colleagues. Jacques quietly yet profoundly shapes the success of our business, making it better with each interaction. In every sense, he is the embodiment of hospitality, and I believe he is most deserving of this recognition.
Jacques’ professionalism is unmatched. He approaches every challenge with calm and grace, ensuring that every guest and colleague feels valued. One evening, while working a solo shift from 3-11 p.m., Jacques was faced with an unexpected crisis when a guest room experienced a severe water overflow due to a broken faucet. Despite being drenched in water, Jacques did not hesitate. He quickly rushed to the room, assessed the situation, and took immediate action to contain the flooding. He scooped water into buckets and used towels to prevent further damage. Even though this task was far beyond his typical responsibilities, Jacques’ priority was protecting the guest’s room and ensuring the surrounding units were safe. His quick thinking and calm demeanor left the guest not only grateful but deeply impressed by Jacques’ commitment to resolving the issue seamlessly.
This level of professionalism was demonstrated again when Jacques showed remarkable courage during a fire emergency. A dumpster outside the property caught fire, and while others hesitated, Jacques grabbed a fire extinguisher and rushed to extinguish the flames. By the time security arrived, Jacques had already contained the fire, preventing a potentially dangerous situation. His actions saved both property and lives, illustrating his dedication to keeping everyone safe.
Jacques’ contributions go beyond problem-solving; he continuously goes above and beyond to create memorable guest experiences. One of the hallmarks of his service is his ability to connect with guests on a personal level. Jacques takes the time to learn their names, preferences, and interests, ensuring that their stay is tailored to their needs. Whether a guest mentions their love of hiking or requests a quiet place to relax, Jacques is always prepared with the best recommendations for local activities. In addition, Jacques volunteers his own time to transport guests between properties, always with a warm smile. His willingness to go the extra mile fosters a sense of care and family, making guests feel valued and appreciated.
A standout moment in Jacques’ career was when a guest expressed dissatisfaction with their room. Instead of simply offering another room and moving on, Jacques personally escorted the guest to the new room and ensured it met all of their expectations. He went above and beyond by offering complimentary services to enhance their stay, leaving the guest feeling deeply cared for. This commitment to excellence is reflected in the glowing reviews Jacques consistently receives, further emphasizing his positive impact on guests.
It is no surprise that Jacques was honored as Host of the Month earlier this year. This recognition highlights the profound influence Jacques has on both his guests and his colleagues. His dedication to excellence is evident in everything he does, from personalized service to the positive and supportive atmosphere he fosters within the team. Jacques’ passion for hospitality inspires all of us to raise the bar and strive for excellence in our own work.
What truly sets Jacques apart is his deep-rooted aloha spirit. From the moment a guest steps into our property, Jacques greets them with a warm smile and a genuine sense of welcome. He takes the time to listen to their stories, share in their excitement about their vacation, and make them feel like they belong. Jacques has an extraordinary ability to build personal connections with guests, ensuring they leave feeling like part of the family. This is why so many guests return—because they know Jacques will treat them with the utmost care and respect.
In addition to his exceptional work at the hotel, Jacques is also a dedicated community volunteer. He actively participates in local initiatives such as beach clean-ups and events like Genki Ball. Jacques’ commitment to giving back demonstrates his deep love for the community and his desire to make a positive impact beyond the hotel. He is not just a hospitality professional; he is a true advocate for the community, consistently striving to make the world a better place.
Jacques’ ability to personalize each guest experience is another reason why he stands out. Whether it’s recommending hidden gems on the island or arranging transportation for guests between properties, Jacques always goes above and beyond to ensure their needs are met. His efforts create lasting memories and make first-time visitors feel like they are returning home. This attention to detail and personalized care consistently creates unforgettable experiences for guests.
One of Jacques’ greatest strengths is his emotional intelligence. He instinctively knows how to adjust his tone and demeanor to meet the needs of each individual guest. Whether offering advice on the best hiking trails or simply engaging in a friendly conversation, Jacques makes every guest feel comfortable and valued. This ability to connect with others on a personal level is why Jacques receives glowing reviews from guests who appreciate not only his professionalism but also his genuine care.
Jacques Beyerman truly defines what it means to be a hospitality professional. His dedication to excellence, his unwavering aloha spirit, and his passion for making a difference in the lives of others make him the ideal candidate for Front Desk Person of the Year. Jacques goes above and beyond in every aspect of his work, elevating every guest experience with his personal touch, adaptability, and commitment to excellence. His impact on the team, the guests, and the community is profound, and there is no one more deserving of this recognition.
With great confidence and admiration, I nominate Jacques Beyerman for this well-deserved honor. He is a true asset to our team and to the community, and I am proud to work alongside him.
Sharon Mae Lampitoc, OUTRIGGER Waikiki Beach Resort
From the beginning of Sharon Mae Lampitoc’s career as an OUTRIGGER Waikiki Beach Resort Front Desk agent 13 years ago, she was an instrumental part of the front office operations, providing guests with exceptional service. Mae, as known by her fellow workers, is a huge contributor to the success of OUTRIGGER NOR1 upgrade program. She generated record of more than 300K of upsell revenue for the property and has led the team to achieve 1 million dollars in upsell revenue last year. Her success is from her competitive nature, she is always up for a challenge. Mae is also one of the top hosts at the property where guests mention her name in both Unifocus and TripAdvisor reviews.
Mae has played a significant role in improving OWK’s overall satisfaction score. Some current accolades on TripAdvisor from guests:
- “Mae made such a positive impact both welcoming me to the hotel and checking me out! She’s so kind, professional, and caring. She’s a great credit to the hotel and I hope she’s properly recognized.”
- “Upon arrival, I was greeted by Mae. She welcomed me back and recognized me from my previous stays, making me feel special and welcomed. The check-in process was smooth, and Mae assigned me a beautiful ocean-view room. She even called me afterward to make sure everything was okay.”
- “At the front desk, Mae warmly welcomed us, was super friendly, and looked for ways to make our stay even more comfortable. We look forward to our next visit!”
- “Upon checking in, we were warmly greeted by Mae at the reception. Her attentiveness and helpfulness were beyond compare. What’s more, she remembered us every time we crossed paths at the front desk. Mae truly went above and beyond to ensure our stay was nothing short of extraordinary.”
Mae is not only a bright ray of sunshine for our guests, but also for the entire Front Desk department. She maintains a cheerful and enthusiastic attitude from the start of her shift to the very end. She is also known as “Entertainment Mae” to our team because of her “Can do!” attitude with her bright smile and laughter. Mae cares for her fellow hosts by taking the time to engage with them in a friendly conversation each day.
Whether the guests are visiting Hawaii for the first time, returning to celebrate a special occasion, or traveling as a group, Mae is able to personalize their visit by offering an enhanced room that best match their vacation needs. On many occasions, Honeymooners have thanked Mae for reserving them the romantic Oceanfront unit with the Jacuzzi tub. Families praise her for her caring nature and personalized service and always mention how happy they were to be upgraded to our most premium room, overlooking Diamond Head where they created priceless memories.
This year, she took on a new challenge and was promoted as our OUTRIGGER Waikiki Beach Resort Front Desk Supervisor. Within her new role, she has taken on the responsibility of training new front desk hosts, independently solving guest issues while maintaining guest satisfaction, and developing our NOR1 upsell program to continuously reach our property’s goal monthly.
Mae is an exemplary OUTRIGGER host and we are proud to acknowledge her as our 2024 Na Po’e Pa’ahana Front Office nominee.