The Psychologically Healthy Workplace
Hilton Waikoloa Village
2001 Award Winner: Large Business Category
This organization was rated "Excellent" in all five categories. The Hilton Waikoloa Village also recently won the Hawaii State Award of Excellence Oihana Maika'i Red Lei Award, which symbolizes "significant levels of excellence."
Employee involvement is vigorously encouraged in a variety of ways. The hotel manager hosts Pau Hana luncheons with "teams" (not "departments") to discuss ideas and concerns directly with staff. Member surveys are given to all members annually for comments and suggestions. There truly is an "open door policy," hotel-wide and departmental suggestion boxes, and quality teams.
One unique aspect of employee involvement is their Empowerment Program, which provides teams with the knowledge and confidence to make decisions independently. It is acceptable to to make mistakes -- and to learn from them. There is an extensive list of "Hotel Empowerment Guidelines," as well as a thorough list of possible problems that might occur in any of the many departments, together with a list of "possible fix solutions." For example, team members can use their discretion in providing a hotel guest, who expresses a concern or complaint, with a complimentary breakfast, free transportation, etc. These decisions are made independently by team members, without having to clear them with supervisory personnel.
The resort truly has created a culture of Ohana. Many of the teams have a variety of social activities that incorporate the whole family. The hotel hosts a "bring your keiki to work" program each year on a school holiday. The hotel operates on the premise that by providing an atmosphere at work that supports team members' 'ohana at home, it will strengthen their commitment to their 'ohana at work.
Hawaii Psychological Association
P.O. Box 833
Honolulu, Hawaii 96808
ph: (808) 521-8995