Debbie Casey
Debbie’s employment as General Manager of the Hualalai Club began about six weeks ago. With Colin Clark just coming on as the General Manager for the Four Seasons Resort last Monday and Robert Whitfield leaving about a month ago, Debbie has been in a whirlwind of learning about Hualalai, the Big Island and Hawaii in general. I sat down with her in her office at Ke ‘Olu to see how she is doing and ask some general questions.
Q: I know that you just got back from Dallas for a conference; how did it go?
A: Very well. I was attending the Four Seasons International Managers’ Conference. Unlike many managers here at Hualalai, I did not come from a Four Seasons background. Instead I came from a Private Club background, so this was a major orientation to the world-class hospitality company of Four Seasons, with all of its many parts, including residential and club components.
Q: What were some of the things you learned at the conference?
A: Well, first off it was great to spend some time with Colin before he arrived today. One of the things I took away is that Hualalai is seen as one of the more exceptional but complex Four Seasons in the chain and that the Club at Hualalai is vastly different from the other residential components.
Q: How is that?
A: My take away is that the members of the club –of the community–are much more involved and committed to making Hualalai a very special community and place.
Q: Do you agree with that?
A: I do. With all my experience in running private clubs, Hualalai members truly invest in their community, creating experiences and relationships that are unique and very desirable. Hualalai is magical. The setting is spectacular; the staff is terrific and the experience in my opinion is exceptional compared to so many other resorts and private clubs. Just in the arrival when you drive past all the lava and enter the lushness of the resort with the ocean ahead. It’s breath taking, almost spiritual.
Q: I tend to agree with you on that account. Are you settling in on the Big Island?
A: More or less. My husband and I have chosen to rent a home in Holualoa for a while, until we get to know the lay of the land better. We thought we would be in the house by May 1st, but we won’t get in until June 1st. So, right now we are camping out at Waikoloa in a small condo.
Q: So, five weeks of working here; what have you learned?
A: There has been a lot to absorb. I’ve spent most of my time talking with members, talking with staff, learning about the various components of the resort. This is a large, complex, and complicated operation. On the whole I’m impressed by it all. I’m impressed by the Four Seasons Technology, Financial, and Human Resources systems. I’m learning a lot about the culture and history of Hualalai and I’m learning what the members are concerned about and what they are interested in.
Q: You will not only be the head of our Private Club, but also representing our interests as members to the Investors and Hotel Management. Given that you are also an employee of the Four Seasons, who pays your salary, do you see any possible conflict of interest?
A: No. I was specifically hired because of my background in private clubs. I was hired because the Four Seasons Hualalai knew how important the club is to their overall operations. When operating a non-equity club you have to always find a balance. Balances in providing what members want, as well as making that fit with the full needs and concerns of the whole resort. I see myself and the other managers always trying to achieve that balance.
Q: What do you see as your biggest challenge in your first year?
A: I want to get a good grasp on the history of Hualalai. Learning about the integration that occurred about three years ago. It’s very important for me to get to know the staff as well as the members. I see myself as a mentor to staff, helping them to achieve their goals.
I am also serving on the Homeowners Association Board. We feel that it is important to start separating the functions of the Club and the Association. Currently the Association engages a management firm to handle association activities. There has been a lot of cross over in managing owner and member needs. With the increase in members it has come time to focus on separating the two components. The Association is hiring a full time manager who will be on site (offices up by the trailers near the Queen K). That person will oversee the issues of things like security, architectural reviews, roads, landscaping of Association property. This should allow for faster response and resolution of Association related issues.
Q: How will this position be funded?
A: It has been included in the Association budget.
Q: Debbie, how do you see your position as different from Helen’s position?
A: I am the General Manager of the Club. I handle most of the policies and the direction of the Club. I see my role as working closely with various committees and other resort managers to keep the club serving the needs and wants of its members. Helen is the Club Manager. Helen will handle the day-to-day issues including orientation of new members and general communications.
Q: Speaking of communications, how do you see yourself getting feedback from members?
A: I see all of us using numerous methods of getting feedback. Committees work extremely well. One-on-one chats with members are perhaps the most effective. Well-thought-out surveys as well as quick response surveys are helpful. I also like town halls or open forums for members to give us feedback.
Q: Members often have requested to see the budget of the Club. Do you think that’s possible?
A: In my experiences with non-equity clubs, and I’ve worked for both equity and non-equity clubs, the finances are not shared with the members. We all need to work hard to insure that Members find value in their investment in the Club.
Q: What are you excited about for this coming year?
A: Well, I’m excited about upping the game at the Canoe Club, Beach House and the Grill. The remodeled Canoe Club should offer us a really expanded fun and delightful venue for members. I also think there are many opportunities for expanded culinary offerings at all three locations.
Q: Debbie, is there anything else you would like to add?
A: Yes, I want everyone to know that I am open to meeting with you and want to get to know you. Feel free to contact me and set up a time to get together.
Thank you, Debbie, for your time. We hope you are successful in your job and that your success makes all of us smile. Aloha.
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