ALOHA SPIRIT IN THE WORKPLACE

Aloha expresses that special feeling of providing the highest level of service and caring toward others while being inclusive and welcoming to everyone. With Aloha, a business not only serves but cares for their customers and patrons like friends and family.

The Hospitality Industry = Service

As an example, the Hawaiian culture is renowned for its hospitality and unconditional extension of trust and friendship to all people, and whose spirit of aloha is so fundamental to the psyche of the Hawaiian community that it defines them as a people around the world.

The Spirit of Aloha The Reflecting Prism

Aloha, while having many manifestations, essentially is an unconditional extension of love, trust, and friendship giving the benefit of the doubt to the receiver. It is a particularly magnanimous cultural act in its intimacy as a personal greeting that is routinely extended to strangers which sets aside personal boundaries and welcomes the receiver into ones personal space. But, aloha is also a call for reciprocity, Aloha aku aloha mai, aloha given aloha received. Aloha is extended unconditionally. Aloha is a way of life.

Making Values Operational

Incorporating Hawaiian values into the operating culture of an organizations workplace is a 3dimensional challenge. First is the challenge of selecting a set of Hawaiian values appropriate for the organization by engaging in an inclusive process of sorting through the long list of values and securing agreement on a manageable set of values statements that will become a shared responsibility of the workforce. Second, is the challenge of codifying a set of specific behaviors that has the workforce acting out the values as a measurable performance? Third, is to design a re-enforcement strategy that has the workforce periodically re-visiting the values program as an important part of the operating culture.

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Hawaiian Values
There are far more than 12 Hawaiian values. The ones presented here are selected as appropriate to a fundamental values training program. All Hawaiian words have more than one meaning and the context for its use determines the specific interpretation. Also, many words with the same spelling can have very different meanings particularly when diacritical marks, which function like an alphabet, are used in spelling the word. The definitions used here are intended for application in a workplace environment as it might contribute and strengthen workforce relationships.

1. Aloha

is the most intimate of all greetings. The unconditional extension of trust and friendship to include strangers. Taking responsibility for those to whom aloha is extended insuring their safety, well-being, and peace of mind. Also extended to places and the physical environment implying stewardship obligations as an expression of caring for the condition of such places. is both a noun and a verb. The noun being a person who is a leader and the verb being the act of leadership by guiding or directing. As a value Alaka`i is about a persons willingness to assume the responsibilities of leadership. is to conduct oneself with distinction, honor, and dignity. It describes a stately and regal bearing that one earns through acts of distinction. speaks to perseverance and endurance. To be unceasing and committed to achieving a goal or completing a difficult task. is about keeping your promises. It is the equivalent of a pledge or oath and a serious commitment to doing what you say youre going to do. To sincerely cherish and love another. To be demonstrative in your

2. Alaka`i

3. Hanohano 4. Ho`omau 5. Ho`ohiki

6. Ho`oheno
affection.

7. Po`okela 8. Kkua

speaks to the strive for excellence. To excel, to surpass, to set your sights to the highest level of achievement. is the act of being helpful. To provide relief by assisting others. To lend support whereby one assumes the same sense of responsibility as the receiver of the assistance toward completing a task or activity. to view responsibility as a privilege and honor. To accept responsibility as a duty, not in pursuit of reward, but because it is the right thing to do.

9. Kuleana 10. Kpono

is about uncompromising honesty. To be fair and just in your relationships. To always seek the just and decent path in your dealings and decisions.

11. Lkahi

meaning unity, to be expressed with harmony.

12. Laulima

is the condition of cooperation that causes everyone to work together toward a common goal. It is about many hands working together without attention to rank or position so that one persons success is everyones success.

ALOHA SPIRIT IN THE WORKPLACE (CONT.)

Hookipa is the Hawaiian word for hospitality.
But, Hookipa has a much deeper meaning and than its English translation! Hookipa : is a cultural concept that is framed by a codified set of behaviors that defines the role of a host. It doesnt matter if the guest is a stranger or a friend the same level of hospitality is required. Hookipa takes the concept of hosting to the highest level of respect and honor. Being a good host begins with respecting yourself. If you dont respect yourself its not likely you will be inclined to respect strangers in your role as a host. People who dont like who they are, are not likely to feel good about helping others as good hosts must do. Being a good host is about welcoming and taking responsibility for visitors : their safety, their comfort, their entertainment, their sustenance, and even their spiritual wellness. Carrying out all the tasks of a good host is the noblest of responsibilities. Hosting is about your dignity and expressing it in a way that brings pride and honor to you and your family. That is the essence of the Hawaiian concept of ho`okipa (hospitality). The following are a few guidelines to hosting in a job setting where the host is someone who works for a business engaged in the travel industry welcoming and hosting visitors to a place whether on business or on vacation. A good host accepts responsibility for the welfare and safety of their guests. A good host understands that their job (accountant , dishwasher, security, secretary, bellman, or whatever) is the most important job and how what they do can affect a guests experience even though they may not directly come in contact with the guest. A good host practices good personal hygiene and grooming. A good host practices aloha with his fellow workers as much as with guests and sets an example for them of what makes a good host. A good host is prepared to provide information that connects visitors to the real Hawai`I (information about things they wont find in the brochure). Every employee is a concierge! A good host is able to tell the story (history, traditions, customs) of the place and the hosting culture to which they are welcoming strangers . A good host understands that their relationship with the guest is more a matter of their personal dignity and treating people the way they would like to be treated rather than as merely a part of their job.