Aloha Hualalai Club Member,
As we celebrate the re-opening of the Trading Company it is clear that there has been a mis-step on our part in communicating how we want to have members, guests and employees enjoy this outlet going forward.
The Trading Company is the only Food & Beverage outlet on the resort where employees enjoy access. In the past, we have received a lot of negative feedback about the wait times for the coffee company. As we considered the new operating guide lines we wanted to improve this.
As you can imagine, reopening an outlet always entails a steep learning curve for the employees involved. The team has to learn new routines and systems. Our hope was that the new Trading Company would be more attractive and therefore busier too. Our single minded focus was on the experience for our members and guests as well as the Trading Company employees to be successful and proud of their new outlet.
Given these factors, our thought was to restrict access to the Trading Company for employees. Once we communicated this we quickly received feedback from some managers that was helpful to understanding the sense of community that the Trading Company holds at Hualalai. Last week we announced to our management team that we would review the usage guidelines for the Trading Company for our employees and that we wanted to allow for some time to better understand the customer flow patterns. A great deal of thought went into this and as the vast majority of users come during the morning hours for coffee we have added a new fully automated coffee machine to our employee cafeteria to provide coffee drinks to our employees, but we clearly overlooked the social aspect with our membership.
The food and beverage offerings at Trading Company have also changed quite significantly and some of the items consumed by our contractors in the past are not available any longer, so we have arranged for a food truck to to provide daily lunch options for our construction teams on property.
Based on your feedback we will reopen the Trading Company to our employees immediately, but considering we are entering as of next Tuesday one of the busiest times of the year with almost 2000 guests on property we will restrict access during the Festive season and evaluate in January how we can accommodate our employees based on business volume throughout the day.
I hope this helps to clarify our intent.
Florian
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