Great Hotel Brands, Great People

With Ona Hinds, Recreation Manager, at The Fairmont Orchid, Hawaii,

Kohala Coast, Island of Hawaii

Me: I was so excited for this interview, since you are not only a "client," but I also consider you a friend. I have known you many years, and am so grateful for our connection. You are one of the kindest, most warm hearted, compassionate women in our industry, in my opinion.

So, let's start with your name Ona, is this your birth name? In Hawaiian it means "sweetness?"

Ona: Well, my whole name is Keona Ona Lani ( Ke-Ona-Ona-Lani), which is my Hawaiian name, and means 'fragrance from the heavens'. My mom's mom (Tutu – Hawaiian for grandparent) says it means 'intoxicating fragrance from the heavens'.

Me: So, where does Jolene come from. How do we get from Ona to Jolene?

Ona: Jolene is my English name, and came from my mom.

My Takeaway:

"Intoxicating fragrance from the heavens" – that pretty much sums it up. I do believe that the names we are given at birth, do have deeper, intangible meanings, that are evident to some. Clearly, the name Keona Ona Lani, is divinely orchestrated. I believe my birth name "Faith" is as well. I am very blessed that my father fought hard for my name Faith.

#divinegifts

#divinelyorchestrated

#birthnames

Me: How long have you been with the Fairmont Orchid? I feel like I have known you forever.

Ona: Fifteen years. I started as Rec Attendant at the pool.

#brandloyalty

#fairmontorchid

Me: Your Fairmont location, in particular, has some very special people. As you know, I still keep in touch with Ryan, and also Cassie. Addie is the best, and you know I adore Gina, who used to work next door at Mauna Lani. Seems like the HR team/management hire very sensitive, heart centered, and warm people. Is there a special interview process there? Do you have leadership meetings? Team workshops there?

Ona: The interview process here is like any other, possibly. Normal questions are asked. We used to have leadership meetings once a month. Maybe it is our location, as the Big Island in general, has much to do with the way we are.

We are who we are, before we get to the Fairmont. They really look for personality, genuineness, etc.... maybe that is the answer as to how we all ended up here.

My Takeaway:

Great point! Who you all are before you got there, is who you are, so it probably does go to the HR/management team's desire to hire people who have warm personalities, and who are genuine, and caring naturally. I do not believe these are qualities that can be "trained," as they are innate, and as it is said, "wherever we go, there we are."

#whereverwegothereweare

#genuineness

#heartcentered

Me: I must ask you about your level of self-awareness, as well as awareness in general. You and I had a very deep conversation last week; thank you again by the way for that. Where do you think awareness, self-awareness, being open and vulnerable, fit into the work culture? Do you think there is space for this in a work culture?

Ona: Yes indeed there is space for this in a work culture. Here at Fairmont, when Accor took over, they launched a training program. It was called 'Heart ist'... like 'artist from the heart'. I thought this was really cool! We strive every day, to take the time out to see how other people are feeling. There is space for this, if a company is willing to take the time to introduce trainings like this.

It is also up to each individual to ground themselves. In this industry the needs never end. It is very easy to get caught up in work, expectations, etc...and people can get lost in that. There is room for this within a company culture. This is a 'hard industry' so we do all need to take time to be empathetic, and feel someone out emotionally. It is always up to the individual. I hope this makes sense?

Me: Yes, you are speaking my language! And yes, "the needs never end" in this industry. Another reason why this type of sharing and support can be powerful in helping us all maintain our serenity, perspectives, and most importantly sense of humor.

My Takeaway:

It is quite impressive that Accor would launch a training program like "Heart ist." I am an artist at heart, and also super sensitive and empathic. Many think the hospitality industry is no longer a place for sensitive, warm, and caring individuals; especially those who are heart centered. I think it is important to remember that even though so many have left the industry, there are a percentage of amazing individuals like Ona, who remain, and who are terrific reflections, especially to me, that some of us can still be ourselves, within an industry that is quite tough, especially this last year and a half. Finding others who can appreciate us for what we bring to the conversation, bring to others, and who we are as individuals, make our jobs that much more rewarding and fulfilling. No one is an island, and we need others who are "heart-ists" to share, grow, evolve, and laugh with. And yes, this can be done within a work/professional environment!

#needsneverend

#heartists

#artistfromtheheart

#heartcentered

#presence

#emotionalconnection

Me: You mentioned something from NPR a while back, I think it was from June? About the number of workers quitting their jobs/ positions?

Ona: Yes, I listen to NPR on my drive to work. And this episode was about the unemployment rate, and it went on to talk about how many have left the hospitality industry, etc...

I typically listen to NPR to hear news and hear what is going on. Music these days can be depressing. Listening to some of the words in some songs, this unconsciously feeds into the brain, and this is what some of these kids are listening to!

My Takeaway:

I tried to find this NPR segment, to reference, and I think this is the one Ona spoke about: www.npr.org/2021/06/26/1010521131/millions-of-workers-say-i-quit-as-restaurants-and-hotels-reopen

Totally agree with Ona about some of the songs out these days, and probably many songs in general. Probably why I have always been a huge fan of classical music, jazz, and some blues. There is much beauty in music available, if we are attuned to it.

One of my favorite Plato quotes about music: "Music gives a soul to the universe, wings to the mind, flight to the imagination and life to everything." Another great quote, this one from Aristotle, and to Ona's point – "Music has the power of producing a certain effect on the moral character of the soul, and if it has the power to do this, it is clear that the young must be directed to music and must be educated in it."

#plato

#aritstotle

#jazz #blues

#classical

#orchestras

#musicbeauty

Me: As you know I did a great and fun interview with Ryan and his wife, Corinne. What an amazing couple. Talk about love, synergy, compassion, and awareness- they have it all. We spent some time talking about balance, boundaries, and time away from all the cell phone madness. As I do think we are living in a culture that has gone mad over technology, especially with cell phones. It is really shocking to me, how so many are very unconscious as to how they use their devices.

Many of us need to have very strong boundaries and clear, rigid intentions, to take time away from all this. Do you get time away from your phone?

Ona: Yes, when I paddleboard. It is always an hour or two, and this is my time away from the phone.

My Takeaway:

Whether it is an hour, two hours, or periods of time like Ryan and Corinne regularly schedule, many enjoy their time away from the phone. There should be no expectations from anyone other than ourselves, as to when we decide to step away from the phone and technology. I think this should be supported, and never criticized.

Me: So this perfectly brings me to my next question. Tell me about Shaka Aloha Adventures.

Ona: Shaka Aloha Adventures' official start date was March 2020. I had the idea since 2016, there was just no time to move on it. So when I had the time, when I was basically laid off from Fairmont, I thought it out more and got to go on more hikes, and test out more gear.

I put all the paperwork together, applied for a business license and started to learn what it really takes to start a tour business here in Hawaii. I had time to hike around, and a couple of my friends were not working, so we would go on hikes, and take boards to secluded beaches, ponds, rivers. It was lots of fun.

I am very excited sharing these experiences with people because I grew up here. Maybe people who are not from here, do not know about all of these amazing spots. No tour company on the island does such a thing. I do my bookings on Fridays, which is my day off from Fairmont.

My Takeaway:

I am so excited about Ona's Shaka Aloha Adventures. I am not sure if there is any place more beautiful than Hawaii. It is by far, my favorite place! For those who love nature, beauty, being in "awe," and want to adventure the Big Island, with a beautiful and amazing individual, this would surely be the "go to plan" for your visit.

This interview with Ona, was so amazing, as she is no doubt someone who is not only invaluable to the hospitality industry in general, but to anyone who comes in contact with her. I am blessed to work with her, and most importantly, blessed to have gotten to know her on such a deep level these past few years. I am fortunate and grateful to have her as a friend, and so glad we had time together to do this interview. I hope that anyone reading this blog post, can get some gem(s) of wisdom, insight, etc...

For more information about Fairmont Orchid, please check out:

www.fairmont.com/orchid-hawaii/

And for more information on Shaka Aloha Adventures, please check out:

instagram @ Shaka_ Aloha_ Adventures

facebook Shaka Aloha Adventures LLC.

Bookings are typically done through these or Airbnb experiences.

Hospitality Hero

Veronica Martinez

My fourth spin off interview of my "Hospitality Heroes" piece,is with Veronica Martinez who is Hotel Bel-Air Boutique Clerk, in Beverly Hills, California.

Veronica is one of the most genuine, authentic, open hearted, kind, and gracious individuals. She clearly loves what she does, and is a true example of someone who displays an impressive level of service, warmth, positivity, and professionalism.

Hope you enjoy, and possibly get a tidbit (or more) of wisdom, to help you move forward on your journey in a "people" industry.

Me: So what is the one lesson that you learned this past year, working in your role within the hospitality arena? If you had to pick one?

Veronica: Patience. Also, adjusting to change, while staying positive. People can go pretty far down if they think negatively. We need to do the best we can to stay positive. Whether it is clients, vendors, employees; everyone is going through something, and we really do not know what people are going through. Even interacting with guests. Guests may be dealing with personal things and challenges, and we may not know. I had a guest share some personal things with me just yesterday. It is important to be kind to others.

My takeaway:

Veronica is the type of person who understands on a deep level, that others, even possibly guests, are going through things, and being kind, present, as well as compassionate goes a long way, and does make an impression. I am not surprised that others share things with her, as people usually only share and are open with those they feel safe to share with. Veronica has such an open heart and good attitude; she is a joy to interact with.

#patience

#goodattitude

#joy

#compassion

#connection

#workplacewellness

#bepresent

#presence

Me: Now that people are indeed traveling, how are you moving forward so gracefully? How do you stay so grounded each day?

Veronica: I surround myself with positivity and positive people. I have a great group of friends, family, I have a few good friends at work, and I have daily reminders that 'today is a good day'. There is not a day that goes by, that I do not get a text, or a phone call to start my day off right.

My takeaway:

Having a good support system with great people is invaluable.

#support

#stayinggrounded

#authenticconnection

#connection

Me: You are one of the few boutique buyers in the industry who do buy some things that are made in the USA. With so many scrambling for products, in a rush for inventory, you understand clearly that some guests do prefer products made in the USA; and you also understand that timelines for production with USA made can be quicker. Though a bit more expensive, it is worth the cost for those in the industry such as yourself. This is quite refreshing, and I hope this trend continues with others.

Veronica: Yes, some of our guests do pay attention to where products are made. And yes, USA made for some of our guests is a great thing.

My takeaway:

More and more Resorts and Boutique Hotels are reviewing their options on their supply chains, as well as making better choices for getting products and inventory. Not only is Veronica a joy to work with, but she also knows products and knows her guests. She has an exquisite eye for detail and knows design. All the products Veronica buys from me, I would surely purchase for myself.

#USAmade

#supplychains

#creativity

Me: You clearly are a person who loves what they do.

Veronica: Yes, I love what I do. I enjoy our guests and my job allows me room for my creativity. We are all doing our best and I am grateful.

My takeaway:

People who love their job, deal better and persevere stronger, for the most part, when love is at the center. In my opinion, when love is the energy, and when love is the foundation of anything, challenges are met, faced, and conquered.

Veronica also mentions creativity. She is very fortunate to have the room to be creative within her role at Hotel Bel-Air. I have noticed that those who are creative, and have the ability to think outside the box, thrive in environments that allow for creative expression. There is a great documentary on Netflix, "The Creative Brain," and I highly recommend it. It talks about how "human creativity adds the color to our world. It's our crowning glory as a species. It is also deeply personal". There is so much depth and wisdom in this documentary, and I do believe if schools, communities, and workplaces would embrace, appreciate, nurture, and encourage others to pursue their individual creative genius, our world would be a much better place.

#love

#thecreativebrain

#workplacewellness

#unleashcreativepotential

#netflix

#artishealing

#creativity

I want to thank Veronica so much for this interview. With so much going on in the hospitality arena, I especially value the time spent discussing some of the current day topics, perspectives, and the sharing of ideas with those in the industry. On many levels, we can all collaborate and work together, so that all of our roles in whatever we love to do, can integrate deeper, and we can be more fully present in our work. Veronica is a wonderful example of love, grace, presence, and professionalism; and I hope one or many more who read this interview, may resonate with some of the perspectives shared.

#bettertogether

#collaboration

#workingtogether

#graceatwork

#presenceatwork

#sharingperspectives

#workplacewellness

For more information on Hotel Bel-Air, please visit:

www.dorchestercollection.com/en/los-angeles/hotel-bel-air/

#hotelbelair

#beverlyhills

#wanderlust

#dorchestercollection

Wellness for Real, Part Five of Series

With Kathy Anton Galietti, Director of Hospitality at Coeur d' Alene Casino Resort and Hotel

My fifth interview in my "Wellness for Real" series, is with Kathy Anton Galietti, Director of Hospitality at Coeur d'Alene Casino Resort and Hotel. It was such a joy to share ideas, perspectives, as well as practical tools we can implement into our lives, as we embrace "wellness for real." Hope you enjoy!

Me: Do you have your own definition of "wellness" that you can share?

Kathy: What a perfect opening question. I live my life, and look at my life as a series of decisions. Whatever I am presented with, I have one of two choices. There is no dancing in the middle. My priorities are very defined and with my faith, I hold family first, my productivity at home and work, then growth in my career. After I left Marriott in 2008, I redefined myself. I realigned my life and priorities. All I do focuses on my family’s security and well-being and my career compliments this. Most of my decisions are based upon my priorities, and my decisions are based upon being responsible and decisive. Being decisive, is what "wellness" is. I believe the key component to wellness is realizing that at every turn in life, there is a choice. We can learn from "wrong " choices and accumulate our best choices for us. This is growth and this ultimately makes for the best choices for the people around us, and in front of us. As far as physical wellness, I have exercised since high school, and am always aware of what I eat and when I eat.

My takeaway:

So profound. Choices. We all have choices. This is a wonderful perspective, and not one we hear of too often, when speaking on the topic of wellness- thanks Kathy!

#wellnessforreal #choices

Me: So tell me a bit about the experience of leaving your "big" job and position at Marriott. That seems like it was quite a "defining" moment for you.

Kathy: Well, back in October of 2008, I experienced a huge job loss, and as I look back, it was "tragic" for me. I made a lot of money so I had to "readjust" on many levels after I was laid off. At that time, I was the breadwinner and I had two little boys. Looking back, Mondays were indeed the hardest, given I had nowhere to be so I doubted my value. I was with this organization for 15 years and worked at least 60 hours a week. I loved my job and I was good at it. As I look back now at my career and where I spent my time, I did miss a lot of experiences with my youngest son. My husband worked from home so he was with the kids more than I was. I did a lot of busy work to try to wrap my head around my situation. I sure did a lot of crossword puzzles during this time. It was indeed a struggle, but I was sure with 100% conviction, that I would come out of it well.

My takeaway:

From my own experience, it seems like those "forced" forks in the road, can somehow provide us with a "pivot" in our perspectives, thoughts, actions, and future decisions, that may lead to a "better" overall life. Tough to have this perspective while going through the "muck" of life, but there is indeed something positive awaiting, as we navigate, and move through to the other side of it. Kathy is one strong and amazing woman!

#innerstrength

#resilience #faith

Me: So it is clear to me, that you love working at the Coeur d'Alene Casino Resort Hotel. How did this come about?

Kathy: During this time of "transition" one of my best friend's (from Spokane) father had passed. My high school friends went to the funeral, and after the service went out and through that interaction, I was contacted to see if I was interested in relocating back to Washington State and apply for the role of Hospitality Director. I did and was offered my position in May 2012. Prior to this, I was doing some consulting for Hilton Grand Vacations where I was given the opportunity to work with eight of their key properties. The experience was awesome and through that journey, I learned so much.

My takeaway:

Good for Kathy! So thrilled she landed in a place where she is fully happy and fulfilled. We all deserve to be happy , fulfilled, and inspired. I am also thrilled that she works with such amazing people at Coeur d'Alene.

#workplacewellness

Me: So I know that you now work at an amazing place, with terrific people. How have these past few weeks been for you, through this 'closure" due to Corona Virus?

Kathy: What has been so inspiring is given we are owned and managed by the Coeur d’Alene Tribe and during the closure, the Tribe paid all of the employees the entire time we were closed along with our medical benefits. We closed on March 20th at noon, five days before the Idaho Governor’s order to Stay Home. They kept us “whole” for over 5 weeks. The Casino is the economical driving force for the Tribe so the money the Casino earns, fuels the Tribe’s social service programs, veterans programs, early learning programs – essentially the tribe’s overall sustainability. We’re valuable to this region in the form of jobs, charitable donations, and we’ve donated over 33 million towards education.

My takeaway:

I could tell the leadership at Coeur d'Alene is spectacular. From my own experience, and listening to others' stories/experiences, while observing other companies and corporate cultures , it is clear that the "health" of any organization always trickles down. If the people in leadership are "healthy" in their perspectives, and how they treat those who work for them, then their employees will all be happier, and in turn, healthier overall. The ability to thrive at work, seems to correlate with how well workers are treated in their own workplace environment. Conversely, if the people in leadership are "unhealthy" in their perspectives, and how they treat those who work for them, then their employees will be frustrated, unhappy, and not thrive, for the most part.

#workplacewellness

#healthy leadership

Me: With so many in the Spa/ Hospitality industry now at home, what types of things are you implementing into your hourly/daily/weekly routine, if anything? What do your "typical" days/weeks look like?

Kathy: Every Tuesday our executive team meets with consideration to social distancing and we talk. I do have the opportunity to go into work a couple times a week. It was nice to get caught up and nice to plan for a new normal when we open back up. For any of us that went to the workplace during the closure and worked, the employee was compensated additionally for helping during the closure. With more time at home, I am cleaning and nesting. I cleaned out my china cabinet and it just sparkles! My youngest had just went off to college and most recently had to move out of his dorm because of the COVID-19 virus so he moved back home. My oldest works at Albertsons, spending up to 60 hours per week working to keep the shelves stocked. I believe our grocery workers are all hero’s. He is a senior at Gonzaga University in Spokane, Washington and intends to go to law school or into medicine. My husband is working out of our house so we are enjoying a lot of family time. Prior to the pandemic, I was enjoying my Barre exercise class at 6 am, 4 times a week but now I am doing some virtually online which is really hard to stay motivated but twice a week is better than none. I have to say, I really am enjoying this time at home to spend with family; puttering and nesting; and cleaning and organizing.

My takeaway:

It is quite wonderful that as Kathy still goes in to work some days each week, she is still also embracing her extra time at home. It is my opinion, that those who enjoy their life outside of work, and have hobbies and things that bring them joy, are overall "healthier" individuals.

#balance

#priorities

#findyourjoy

Me: So I notice from all your emails to me, (not just some, but all) , your kindness and hospitality come through your words. There is an elegant, genuine, and sweet energy behind your words, which someone like myself can feel. Whether you buy a product from me or not, you are so professional and sincere in your communications, it is clear to me that you are always present with what you are doing. Even during this interview, I can tell you are very present. In times when most are "multi-tasking" and not being truly present with what they are doing in the "now" – how do you stay present?

Kathy: I am always engaged in what I am doing or I couldn’t do it well. I stay present because I choose to be present. My priority is always the person in front of me, whether on the phone, with me physically, or as you referenced, by way of email correspondence. I know that someone would not "come" to me, if they did not "need" me, and I know that people need to be heard and feel valued. I choose to be responsive and I put myself in check if I am ever in a "bad" mood. So my ability to be present, just boils down to choice. My choices that I make are centered and conscious. I am very thoughtful, and know that there is good in everything and good in everybody – I choose to believe that.

My takeaway:

Kathy's keen ability to make choices from a very centered and conscious place is inspiring. Being able to truly be and stay present with another, is a "gift", and very few, in my option, are able to live moment to moment like this. Words are powerful, and even more powerful is the energy behind the words. We are living in a 24/7 "communication" society where many rely on email and text. In a time where most seem to be "short,” "abrupt,” somewhat "rude,” or even "robotic" in their communication "styles" in emailing and texting, it is quite refreshing to communicate with those like Kathy who are conscious of the words and energy that they are putting out to another human being.

#choices

#presence

#consciouscommunication #energy

Me: So let's talk about all your amazing experiences. I believe that we all bring our own life experience, as well as energy, perspectives, and consciousness to all we do. You have a BS is Sociology, with an emphasis on criminal justice. I have a BA in social psychology and attended law school for a year, where I attained law review status. How do you think you bring some of this experience to all you do at the Resort/Casino, and in addition, how do you think we can all contribute more of who we are, as whole and integrated human beings, into all we do?

Kathy: With my education, I intended to work with juvenile delinquents. In my Spring quarter I had to go to a group home which was a place where kids go before they are reintroduced back into society after a situation with the law. I had experienced what it was like to be with these kids and it was very tough on me emotionally. I was crying to my dad about some of this, and I remember him saying to me that I really can't do this kind of work, saying "you are not made for this". Years later when my husband took a job in Hawaii, I learned about hospitality. When we were living on Maui, I worked four years as the executive assistant to the GM where I learned so much about Hospitality leadership. When we moved off the island, and back to California, I started with Marriott where I learned so much through their training initiatives. I still use my strengths and still impact people in a positive way. I believe in the vital importance of human capital. In my position, I work late and my door is never shut- it is always open. As a leader I am available to those that depend on me physically and mentally. The human capital is key to any successful business. I believe when we take care of the employees, they take care of the business. Through this pandemic, the Tribe is the epidomy of this mantra given the care they have shown to close to 1000 employees during this closure. I am so honored to work for the Coeur d’ Alene Tribe.

My takeaway:

I have noticed through most of my life experiences, that those who have gone to school and have a degree in sociology or social psychology have a unique interest not only in people but also in culture. Kathy continues to use her talents, gifts, and leadership to impact and inspire others. It really does not matter the form or "title" of what we do, as it is really the "content" and "thread" that holds it all together.

#contentoverform

#corporateculture

#leadership

#human capital

I want to thank Kathy so much for this interview, and her time- it was truly a joy!

To learn more about Coeur d’Alene Casio Resort and Hotel in Worley, Idaho, please check out: https://www.cdacasino.com/hotel/

Be sure to also check out their Spa- Spa Ssakwa'q'n at https://www.cdacasino.com/spa/