HONOLULU— A $20 million investment into meeting guest needs via added services, technology and renovation is winding down after two years at the 456-room Halekulani here, and is expected to drive more robust business as the island markets continue to gain strength after nose-diving in the wake of 9/11. In fact, a recent report by Hospitality Advisors LLC noted hotel occupancy across the state came in at 78% during August, the highest monthly occupancy since the attacks and just under par with the 78.1% level of August 2001. To raise the bar on gaining market share, the luxury resort has refurbished all the guestroom furnishings, expanded its business and fitness centers, brought in state-of-the-art broadcast wireless technology, and has broken ground to construct a new spa facility to complement the resort’s five-building complex. Robert Egan, who produced the original interiors for the Halekulani when it opened in 1984, has oversight of the project, which is expected to be completed in December. Joyce Matsumoto, director of public relations, told HOTEL BUSINESS® each room has been ramped up for advanced entertainment/technology. Each guestroom has a 27-inch, flat-screen television and five-disc DVD/CD player, free Internet service (which through wireless technology, extends to meeting facilities and public spaces throughout the property); a bedside panel at that allows a guest control of alarm clock, air temperature, lighting; a direct connection to housekeeping, luggage pick-up, in-room dining and other hotel services; and a cordless phone at bedside. Matsumoto said pre-renovation, “The cordless phone people were saying: ‘Can you do something about the [traditional]phones,’” because they were finding them difficult to use. In addition to being at bedside, another convenience, said Matsumoto is that the phone is on a different frequency. “So people out on the lanai don’t have party-line interference.” She said the property has been able to maintain the service since going “100% wireless. We’ve got numerous antennas around that makes it a lot easier for people to use electrical enhancements.” The inspiration for the technology aspect came two years ago at the start of the renovation when the Asian Development Bankers conference decided to move its meeting from Seattle to Hawaii in order to fend off protesters. “They wanted to move it to Hawaii because Hawaii was much more isolated. They couldn’t have the drive-in demonstrations and other events like that. Knowing they were coming in, we felt we needed to at least provide services so that in future meetings and conferences that they have they’ll remember us.” At the time, Matsumoto recalled, only three people took advantage of the technology. “But at least we’re prepared,” she said. “Two years ago, people were just starting to get [high-speed Internet/wireless] in, but no one had the capability of having the antennas put up throughout the hotel to have accessibility throughout the whole property. We were the first ones to do that.” Matsumoto said guests who bring their own laptop computers can now use them in the guestroom, meeting rooms, even pool side or in the restaurants, utilizing free connectivity cards that are configured for compatibility. “So, now everyone pretty much has accessibility to wireless Internet,” she said, adding, “If you’re traveling and you just need to check on your emails or get on the Web, it’s very convenient.” The service remains complimentary, noted Matsumoto, much like the free local telephones calls offered guests when the hotel opened 18 years ago, and still provides. “These are things we feel the guests appreciate. You can only nickel and dime them so much before guests feel like they’ve been nickeled and dimed.” The expenses are absorbed by the Halekulani’s “forward costs” line, which focuses on the guest comfort level at the hotel, which is managed by the Hotels and Resorts of Halekulani, the brand -management division of the H
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