When
I came to Hawai`i in January 2001, like many other Hotel General Managers
before me, I had very little knowledge about the 50th state, its
people and its culture and customs. I
assumed that leading a hotel would generally be the same as it is on the
mainland, with me telling people what to do and hopefully teaching them a few
things along the way. I had some faint
knowledge of a slight change in dress code from my previous stint in Scottsdale,
Arizona, exchanging a suit, shirt and tie for something they call an Aloha
Shirt, not tucked in but loosely hanging from the shoulders straight down
outside the slacks (I was pretty certain that no serious business could be
conducted dressed this way). Beyond
that, however, I really had no idea what to expect, particularly since I left
Scottsdale on a few days notice and therefore did not have much time to study
up on Hawai`i.
I
vividly remember February 1st of that year. I had flown to Maui a couple of days prior and
checked into a hotel called Kea Lani Hotel, Villas and Spa, a place I had never
heard of before. I had specific
instructions to “lay low” for a few days and wait and see what would happen. Fairmont was in the process of buying the
hotel from the previous owners in what eventually would turn out to be the most
expensive U.S. hotel transaction of the year, but we didn’t really know if the
sale would go through, as these things often fall apart literally at the last
minute. Even though there were many
Fairmont corporate officials on property, they wanted me to fly under the radar
just in case the sale did not happen and I would return to Scottsdale to
continue with my job there.
On
that first day of February around 8am, the transaction was signed off on in
Honolulu and Fairmont purchased its first major hotel outside the North
American continent in what was termed Fairmont’s first international sun-resort
(even though Acapulco was already part of the portfolio). I got word that it
was “show time” and that there would be an all-employee meeting in the hotel’s
ballroom at 2 in the afternoon. February
on Maui is the busy season, and the hotel was almost completely sold out, with dozens
of loyal return guests and 650 employees, many of them employed by the hotel
since opening in 1991, all waiting to see what would happen next. Everyone was rather apprehensive, as this was
the first time that the hotel had changed ownership, and it traded hands from
what was basically a family-run single hotel business to become part of a
growing company headquartered in Toronto, Canada, with ambitions to become a
world-leader in the luxury hotel business.
At
2pm, I went to the ballroom and everyone in our company, from the Chairman to
the Senior Vice President Human Resources, from Public Relations to Sales, from
the General Counsel to the person in charge of Acquisitions, was assembled to
roll-out our vision and values and plans for the hotel to the 650 employees who
had gathered. Once the ballroom was full,
we started our presentations, with videos and slide shows, with music and
speeches, and everyone told those employees how glad Fairmont was to be there
and how we would honor what they had created and try and do a good job with
them and for them. Finally, I stepped onto the stage as the last person to be
introduced and I looked at the room full of people from every imaginable corner
of the Pacific rim, from Thailand, the Philippines, Korea, China, Japan, from
Tonga, Samoa, Fiji, Micronesia, local Hawaiians, as well as from many parts of
the United States and from many Canadian provinces. I stared at all of them and they all stared
at me, trying to figure each other out and trying to determine what we were all
dealing with. I too gave my speech and
told everyone how pleased I was to be there and how much I was looking forward
to teaching them all I knew; never imagining how the roles would really be
turned.
At
the end of the session, I stood by the door, shaking hands and meeting some of
my new co-workers in person, when a fierce looking, dark-skinned mature gentleman
with tattoos on his arms came to me, grabbed my hand and shook it with what
must have been the firmest handshake I had ever experienced, and said “Mr.
Luedi, I am Kimokeo Kapahulehua, and I will take you out on an outrigger
canoe”. Then he left and little did I
know that I had just encountered a true Hawaiian kupuna (elder) who would
change my life in more ways than I could ever have imagined.
A couple of months later, Kimokeo came to my
office and reminded me that we had to go paddling, which led to the fundraising
regatta I talked about last week.
As Kimokeo
continued to interact with me, in a relationship that was very unusual (I was
the General Manager and he was the hotel’s limousine driver), I was taught some
of the most basic Hawaiian principles of life and community. In our state, kupuna are held in high regard
for their knowledge and experience from a lifetime of learning and living life,
and sitting with one of them to “talk story”, to listen to them tell us how it
was in the old days and how things were done, still holds lots of value and in
many cases could make life in today’s world a whole lot easier, as that is is
truly what life is all about. One of
those lessons learned is the concept of Ahupua`a – the way land was divided
when the Polynesian settlers came to our islands around 800 A.D. Towns at that time were not located
horizontally along the ocean, in lower elevations or in the mountains;
communities were divided in slivers of land stretching from the ocean (where
the community was the widest) towards higher areas and eventually would reach a
point on top of a mountain, for example Mauna Kea. This community had access to the ocean and all
that it had to offer, as well as lower-laying areas to farm and the mountains
high up with their forests for wood and quarries for rocks to make tools. This
land division was the ultimate model of sustainable living as everyone only
fished for their own use, planted and harvested enough for everyone in the
community, and only cut trees down for the wood that was needed. There was no overfishing, no depletion of the
soil’s nutrients due to over-planting, and no deforestation and erosion of soil.
Western contact changed all of that, and
villages were created along the water, or in the mountains, and people had to
start to trade for fish and wood, for harvested goods and rocks, and pretty
soon over-consumption started to take its toll. Today, everyone is talking about environmental
stewardship and a sustainable lifestyle, but we know that it had been
sustainable for a long time before land ownership changed it all.
As Kimokeo was
teaching me, he broke down any barrier that had existed in my mind what the
role of a hotel general manager in our state is all about. It is not so much
about using all of the knowledge that has been accumulated over several years
in the business (which is important), but about allowing others to teach you
and to put that knowledge into the context of running a hotel. The hierarchy in any business here always
includes the leader in title (such as a General Manager), but also those that
are the accepted leaders in the community (such as the kupuna). It also includes those with great cultural
knowledge who may not hold the highest “rank”, but have knowledge far beyond the
actual job they are doing, just like Kimokeo. I jokingly said many times that if Kimokeo
would tell me to set the hotel on fire, I would do so as I had learned that he
has the wisdom and knowledge to guide us along the right path. Others who have taught me and guided me over
the past ten years have included a wonderful gentleman on our Island of
Hawai`i, Kaniela Akaka Jr., who is considered to be the resident historian of
Mauna Lani Resort and our ahupua`a called Kalāhuipua`a, and who is also a person of great
respect and influence to me, even though technically he is employed by another
hotel.
Another such
person is Kumu (teacher) Keli`i Tau`a, one of Hawai`i’s most prolific cultural perpetuators,
from the Island of Maui.
I
met kumu (as he is referred to in short) through Kimokeo when I asked him in
August of 2002 if he could give me a short oli (chant) so that I could memorize
it and then present it to our staff at our annual holiday party in December. Kimokeo told me not to worry about a thing and
that he would give me something. Some
time went by and didn’t hear anything. September, October and then November,
nothing, and finally around Thanksgiving, Kimokeo came with a piece of paper
with a chant and a tape recording of what seemed an impossibly lengthy chant of
thanks to the universe, all prepared for me by kumu. Kimokeo let me know that kumu did all of this
for me and that he wanted to make sure I did a good oli in front of 600 invited
employees and guests. What he didn’t
consider was that I had at that point about two weeks left to study, repeat,
prepare and then perform. I first
abandoned the whole idea, but was told by Kimokeo, rather sternly, that it
would not be polite to have kumu go through all the trouble and then not
perform. This prompted me to spend a
couple of frightened days of memorizing in the weeks leading up to the party. The president of Fairmont Hotels and Resorts
at the time, a gentleman by the name of Chris Cahill, was visiting the property
for a business meeting and had decided that afternoon that he would attend the
party. Kimokeo was there as well, and as
a guest he brought with him Kumu Tau`a; all of that created a couple of the
most stressful hours in my entire life for me. Regardless, I stood up there on
stage and performed my very first oli in public, with only one small mistake
(which nobody but kumu realized), and everyone loved it and that marked the
beginning of my involvement with Hawaiian chants. Today I think nothing of it when I open a
meeting by blowing the pu (conch shell) and perform a chant, and I have a whole
collection of various size shells that I can use, alone or with a group of
blowers.
Every
business in Hawai`i has such individuals on staff, and they all add tremendous
value to one’s life. At The Fairmont
Orchid, Hawai`i, one such individual is Uncle Kalani, one of our beach
ambassadors (the politically correct, gender neutral term for a beach boy, our
state’s quintessential “aloha” job). Uncle
has been a beach boy all his life and at our hotel for many years. He has great knowledge and is respected by
all, including myself and I look up to him and learn from him every day that I
see him. I hope that you will have the chance one day to meet Uncle, Kaniela,
Kimokeo or even Kumu and I promise you, you will never forget them.
Me ke aloha, a
hui hou,
Chris
P.S. Practice update: we were on the water four
days this week, getting closer and closer every day to our first race.