Our travels, both for business and pleasure have allowed us to visit what amounts to hundreds luxury properties. Many of our visits are short, one or two nights, with most time spent in conferences or offices and a lack of vitamin D. These ‘quickies’ give you a feel for décor, topline service, and usually a snippet of their F&B prowess (especially when you are fortunate enough to dine with the GM!). To really understand a property, you need to spend a few days or weeks there.
Toronto’s winter weather is perfect for masochists and those who love Arctic sled dog races. To break the monotony of the Great Lakes Climate System’s endless damp, cloudy days, a script was written for a sun-filled week. Hawaii was on the agenda.
We estimate that this is our ninth or 10th stay in the Waikiki Beach area of Honolulu at the legendary Halekulani. Even though we have stayed at the hotel many times, it continues to surprise and delight us. We were given a room in the mid-price range, which was not surprising, as it was one that we had previously stayed in. As with previous visits, the rooms were identical but more modern, reflecting the recent top-to bottom property improvement program (PIP) for the guest suites.
But one should dig deeper than the surface data. What makes this hotel truly five-star? How does everyone perform with such a fluid choreography? This brings joy to all visitors. We were able to observe and talk to many members of the Leadership team during our extended stay.
The housekeeping department is the cornerstone for any hotel. Audrey Goh has been the Executive Housekeeper for this department for over 34 years. She’s been our guest several times, and we were impressed with the way she combines her role as cheerleader and mom. Instead of asking her for the secret, we asked her team. Some of the comments received were “She is the best boss ever”, “She understands” and “She ensures we get what we require to make our work even better.”
These were undoubtedly anonymous, voluntary, and without prompting comments. We can take away from this experience a strong sense of pride and family ties. A hotel must have heart to be able to provide a warm and welcoming atmosphere. Happy employees = Happy guests!
Linda Nakaima was the Corporate Director for Human Resources. She helped us to expand our discussions about staffing. Her responsibilities go beyond housekeeping. She is quiet and unassuming. Linda said that being a Halekulani staff member in the past was a sign of Hawaiian hospitality at its best. The increased number of luxurious properties on Oahu has led Linda to attribute the cornerstone of excellence in service to long-term staffers. She noted that more than 150 team members had been at the property for 20 years or longer, and approximately 35 of them for 40 years.
The Director of Food and Beverage, Joseph Diver, explained their food and beverage concept to us as a blend of tradition (for example, a coconut layer cake), local bounty (fruit and fish plentiful on the island), and creative flair, making every plate look unique, all delivered to the guest with superb ‘British finesse’.
All outlets and events catered are included. The property is now a nexus of events that attracts weddings and destination weddings to the US mainland, Japan, and other countries. In the last year alone, the property hosted between 12 and 200 weddings. It is no surprise that the Halekulani’s weddings are so popular. Hotel guests often request to have their wedding photos taken on property, even when the ceremony and reception take place elsewhere.
On our last visit, we interviewed Davide Barnes the General Manager. He seemed to be listening carefully and taking into consideration all aspects of our discussion. Davide’s approach is focused on allowing his leadership team to perform, serving as a mentor and, if need be, the ‘bulldozer’ to unblock product delivery impediments.
‘New’ is not something one tends to associate with the Halekulani; more appropriate would be ‘improved’ or ‘modest variation’. Bonnie Bise from the Public Relations Department of the Halekulani confirmed there were indeed some news during this trip. The Halekulani Bakery has now opened daily. This bakery, located outside the main door of sister hotel Halepuna Waikiki is best described as the finest French patisserie food combined with Hawaiian and savory variations. The success was evident from the start: at 7:30am I joined a queue of about a dozen people eager to get their hands on croissants. By the time I left the line at 7:45am with macadamia caramel sticky buns, it had grown to over forty.
What is it that makes a property 5-stars? We would describe it as being able to do a number of simple things flawlessly and consistently. Taken together, it’s all the small things that deliver the level of service we call five–The star.
Here are a few examples:
- Get a free mango popsicle to enjoy poolside
- Cloth napkins seal your cutlery at a buffet
- The turndown treat is a special one-off (not chocolate).
- Toiletries should be replaced daily in large quantities.
- The suites and the poolside have a large number of towels.
- When you arrive, valets and concierges will greet you by name
- Pool attendants ensure that chaise lounge chair inventories are managed and that the parents (with children) are sequestered in their own ‘mini’ section
- Bathroom accessories for all your needs
- Assuring security guards of entry and exit by discreetly acknowledging their entry and departure
- Clean public areas and maintain lawns/plants.
- Daily, subtle printed notes about activities are delivered to the room
- Unobtrusive, yet well-timed service at a restaurant that is comfortable
- The Hospitality suite is available for all guests who arrive early or leave late. It includes showers and lockers.
- Enjoy pool service, in-room dining and other amenities.
- Many smiles
Hoteliers tend to focus on property design when determining whether a hotel is four- or five star. Many designers think that the bespoke furniture and fabrics they use, as well as the detailed finishes, define a property’s star level. Often, owners are so taken by the charade they spend millions on a PIP and neglect to consider its essential service component.
They go together. Design is important, particularly for those Instagram moments or earned media impressions. But it takes an entire team to give the soul of a property and truly make it appealing to tourists.
Owners and developers are encouraged to visit the Halekulani for a week. The physical features may not be that different from those of other luxury properties in the Hawaiian Islands or California. The service is what makes the difference, and defines the essence of five-star hospitality.
