Home' Hotel Management : HM February 2018 Contents A
t Outrigger Hotels and Resorts, a combination of overall industry strength and
internal refocus led to solid RevPAR gains, a fruitful first year of the Outrigger
Discovery loyalty program and record growth of our international portfolio.
With these basics remaining in place and with further capital and operational
improvements, I expect our growth run to continue throughout 2018.
We’re now full stride into Outrigger’s 70th Anniversary year – honoring our founders
who were pioneers of modern Hawaii tourism, and reflecting on our legacy of sharing the
spirit of aloha with the world. It is with this reflection of our past and respect for what
got us here, we’re fully focused on the future of this iconic hospitality company.
As such, we have deployed a multi-pronged strategy for reinvestment – both in our
properties and in our people: that is propelling Outrigger forward and will continue to
differentiate our brand from the competition.
Innovation and technology play a vital role in our sustained success. With
reinvestment in a best-in-class revenue management culture, we have overhauled
Outrigger’s management systems and processes. Deploying Duetto and Demand360, in
combination with our direct-connect wholesale and OTA partners recently converting
to the Sabre SynXis platform, has transformed our distribution system. We have also
enhanced the outrigger.com website and booking engine as well as launched a fully
translated Japanese site at jp.outrigger.com.
Continuing our legacy as an employer of choice, Outrigger has upgraded company-
wide training for professional growth and has engaged Talent Plus to improve recruiting
and retention. Our distinct 4Keys training platform (directly linked to Unifocus) is driving
increased guest service and recommend scores. By optimizing our talent, systems and processes,
we continue to deliver on our premium global brand promise, remaining relevant and meeting
the evolving demands of consumers in a constantly changing international market.
Today, Outrigger’s portfolio includes nine premium beachfront resorts in Hawaii,
Fiji, Thailand, Guam, Mauritius and the Maldives – alongside 27 owned and/or
managed hotels, resorts and vacation condominiums. We’re a Hawaii-based company,
but with our global expansion, more than half of our guests now originate from outside
of North America. We expect this trend to continue and will further tailor our offerings
to meet the needs of our guests. Outrigger’s recently launched Guibin ‘Distinguished
Guest ’ program tailored to our China market is a recent example of this customization.
Coupled with an influx of capital and resources from our new parent company, an
affiliate of KSL Capital Partners, we are in a unique position to grow and thrive.
First up for 2018 is our introduction of Waikiki Beachcomber by Outrigger. This
496-key property, located steps from the sands of Waikiki and adjacent to the reimagined
International Market Place, is undergoing a USD$25 million renovation that will usher
in a new chapter of this cosmopolitan retreat. With a completion date anticipated for late
summer, we look forward to welcoming guests to an upscale, urban oasis.
This reinvestment is just the first of many exciting capital projects to come and part of
our larger strategy to ensure sustainable growth for Outrigger’s authentic and iconic brand.
President & CEO
Outrigger Hotels and Resorts
Global travel and tourism in 2017 was strong and for good
reason. There were flights aplenty, the global economy was
healthy, barriers to travel were lower and traveler use of mobile
technology kicked in. For Hawaii specifically, the visitor industry
saw record arrivals and visitor spending.
SNAPSHOT: OUTRIGGER HOTELS
Number of hotels & rooms (Globally): 36 properties
with approx. 6,500 rooms
Number of employees (Globally): approx. 4,000
(as of 6/03/17)
Year first hotel opened: 1947 (Hawaii)
Year the company was founded: 1947
Brands in the organization: 3 (Outrigger Resorts,
Hawaii Vacation Condos by Outrigger and Ohana Hotels
Head office location: Honolulu, Hawaii, USA
As the undisputed hospitality leader in Hawaii with
a unique collection of assets in Waikiki, we’ll continue
with the majority of our properties in the Aloha State
for the foreseeable future. Neighbor Island expansion of
our full-service Outrigger Resort brand is a key priority:
Maui, Kauai and Hawaii Island are three very unique
destinations, each with their own culture to share.
Our portfolio is brimming with bucket-list beach
destinations and we continue to comb the sands of
iconic vacation spots for appropriate sites to expand.
Bridging the Pacific Ocean, from the shores of Hawaii
to the US Mainland and Mexico, is a logical next step.
This includes growth for our Outrigger Resorts brand,
our endorsed by Outrigger brands and our extensive
resort management services that provide owners with a
proven brand solution.
As both a hotel owner and manager, Outrigger
has withstood the test of time and will continue to
distinguish itself from the industry noise of emerging
and consolidating hotel brands because of our next-level
authenticity and distinct positioning – where local culture
meets world-class hospitality. Caring for the guest, the
host and the place is embedded in our corporate culture
through a system we call Ke `Ano Wa`a, translated from
the Hawaiian language to mean The Outrigger Way. As
we navigate this next leg of Outrigger’s journey, we’re
excited and hope you are too. Stay tuned.
Asia Pacific Leaders
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