Bula To Aloha (Part 3)
It was 2am, the wee hours of Sunday morning when I heard a siren. I got up from my desk and looked out the window. There were people out on the ground looking up at something.
Feeling alarmed, I locked my valuables into my suitcase and made my way out of the room. The siren was loud and rung in my ears as I dashed down the stairs and saw a crowd gathered in the hallway. I heard people say there was a fire. We all hurried down 6 flights of emergency stairs. Others on the higher building levels would have to go down more stairs as it’s unsafe to take the elevator.
Once outside, I was hit with the smell of smoke. Sure enough, a kitchen on our level was on fire. I looked around and saw people still in their PJs and others clutching their laptops. Soon the sound of the fire brigade pierced the cool night sky.
Fire fighters and police gave the all clear and we made our way back into the building. Not long after, the siren sounded again! Once more, we bundled down the emergency stairs only to discover it was a false alarm. Back on our level, a crowd were peering into the kitchen to catch a glimpse of the fire source. The cause was actually a short circuit of the tube light.
Thank God it wasn’t serious and I dread to think what might have happened. One of my colleagues was fast asleep throughout the whole ordeal. I honestly think I too would have been the same if I weren’t still awake. What a way to mark my first week in Hawaii!
The next day, we started our internship. I didn’t expect to get placed at a resort, let alone a luxurious one! My colleague and I were the only pair to have such a placement! Part of my actual job is to market resorts when I write about their accommodation, dining, activities, etc. I was an outsider trying to understand how a hotel/resort functioned. This opportunity now allowed me to see the inner workings beyond its walls. It was truly an awesome learning experience.
To get to The Kahala, we had to take bus 13 to Waikiki and then switch to bus 22. Very soon, we learnt that bus 22 would become an annoyance as it took long periods to arrive… even buses heading out into the country were more frequent! Thus was our battle every morning and afternoon.
Before the start of our internship, we received a staff guidebook on grooming. Skimming through, something much to my horror caught my eye. We were required to wear covered shoes… with HEELS. Hair also had to be tied back.
I have never worn heels in my entire 27-year-old life. I’m so glad makeup wasn’t a requisite too! Back home in the office, I’m usually dressed quite casually in my famous t-shirt, 3/4s and flip-flops. I guess you could call it the Pacific way of dressing ahaha. My colleague even had the same dilemma as myself. Nonetheless, we had to adhere to American workplace dress codes. The shoes I brought from home wasn’t going to cut it.
Kahala is known as the ‘rich’ neighbourhood. As we travelled into the suburb, we can only lift our jaws off the floor as the bus whizzed past large and beautiful houses. Celebrities also have homes there too. I had the crazy idea of wanting to take a walk to see the exquisite houses (I guess I would get reported for suspicious behaviour!)
We arrived and asked to see our contact person at the resort. As we were led downstairs to his office, the nerves were building up. After the introductions and what we hoped to gain from the internship, we went for a uniform fitting and then had to join in on a uniform inspection where we went to different departments. This was when we had to put on our proper shoes and be seen in front of hotel guests and other staff.
This was probably one of my most embarrassing moments as I awkwardly walked in those shoes. The shoes weren’t too bad. I just wasn’t used to wearing them. There are even more outrageous killer heels and I honestly don’t understand why women put themselves through physical suffering just for fashion sake.
The best part about The Kahala was the cafeteria ahaha. It reminded me of a school setting. You take a tray, plate and utensils and line up to scoop whatever you wanted. Then finished off with a juice dispenser and ice. The food was pretty good. Sometimes there were leftovers from the breakfast buffet.
After lunch, we spent the rest of our time learning about HR and the way the resort generally operated. The next two weeks, we were to visit various departments and learn how they function. Finishing off day one, we visited Ala Moana, one of the world’s largest open-air shopping centers.
The mall was really beautiful with many expensive branded outlets. Guess what the best part was? Yep, the food court! As it is when one travels overseas, there are many different food options to choose from. Sometimes I can’t decide what to get because I want to try them all! Welcome to the foodie’s world!
The next day at work, we were given lockers and uniforms. Here comes another dilemma. I had trouble getting the locker combination right to open it. It also doesn’t help when you’re in a hurry and the darn locker still doesn’t budge after repeated attempts. I only got to finally master it almost towards the end of our time at the resort… oh well, better than nothing!
We had to wear a flower pin which was the resort’s symbolic icon and a nametag. It was so cool to wear a nametag and we were allowed to keep it as a souvenir and memory of our internship there.
The first department we visited was Guest Services where we spoke to a lady who handles all the high-end guests such as celebrities and dignitaries. We enjoyed her stories of having to do so much and sometimes go above and beyond her call of duty to satisfy a guest.
Then we spent time with Front Office where they inspect rooms after Housekeeping has done its job and also handle guest issues. One thing we found amazing was how this team would help Housekeeping prepare rooms for check-in. Armed with a small bag containing a cloth and spray bottle, they were like James Bond in suits cleaning elevator mirrors and checking beneath beds, making sure the room was spotless and without flaw for the arriving guest.
Every role at the hotel is important. Whether you’re in Housekeeping or a Front Office Manager, everyone has a crucial role in delivering the best in service delivery to ensure guest satisfaction. This is the reason The Kahala has generations of returning guests. The warmth and welcome they receive from staff is something they cherish. This aptly aligns with their mantra of guests “taking home treasured memories and a longing to return.” The hotel even has a long wall of fame of all the celebrities and dignitaries who have stayed or visited the famed property.
Our third day was May Day or Lei Day. Every first day of May, Hawaiians have a tradition of making floral garlands and gifting them as a sign of the aloha spirit. We made leis while visiting Concierge as they had a set-up in the lobby in honour of the special day. Front Services was the next department to visit and they were responsible to help guests check-in and out, and park their cars.
The next day, we joined Housekeeping. This department was the largest team and regarded as the heart and soul of any hotel and resort. Rooms are important as they are the reason why guests stay in the first place. We admired how they were very detailed in the way the rooms were cleaned. No stone was left unturned. We also visited the Laundry department as part of Housekeeping.
In the afternoon, Retail was on the agenda. An interesting fact was that The Kahala earns much in revenue from its popular chocolates, a big hit with Japanese guests. This marked the completion of our first week as interns. Fridays were days we met with the cohort and our program leader for activities. Yay!
NEXT: Off to homestay we go!