- Learning from the Hospitality Service bewitched the World-famous VIPs
September 19th, we held the seminar to think about the true nature of hospitality.
Mr. Oguma, who have watched, heard and experienced the world's famous hospitality to seek for the best, revealed the key factors in the great hospitality to think what is the real hospitality, and the hospitality out of the service industry.
Omotenashi, is the one of the great strengths of Japan, as recently introduced in the presentation for hosting Olympic game 2020.
But it seems the world's idea of hospitality might be slightly different from omotenashi.
In business, not only building your capabilities but also obtaining the trust from others is the key to success. Hospitality is a very important concept to do business overall; it is about how to obtain the trust from various people.
☆ Key Factors in Successful Hospitality Team
Team building for good atmosphere is one of the key factors.
For example, an outstanding team in the airline company, chief purser was good at making the members laugh - in a meeting before their flight. All members are relaxed, nice atmosphere. Employee satisfaction is very important to achieve a good quality service.
And another factor is the "ultimate master", who knows the art of great hospitality to bring outcome.
There our special guest appears - the "legendary Tuck", Mr. Suzuki !
Mr. Suzuki started working in Ritz Carlton after they opened in Japan, shifted from Hotel Okura.
He was a serviceman for super VIP offering chauffeur and attendant service.
His remarkable service really embodied the hospitality, resulting many appoints from famous VIPs.
★ Employees First
Mr. Suzuki was surprised on the first day at the Ritz Carlton - right after he entered, the laundry serviceman greeted him saying, "Hello Mr. Suzuki, we've been waiting for you". Ritz Carlton hires only the people who likes to please the other people. Not only the guests, but seriously for the employees too!
When employees are feeling good, they can offer good service.
★ "3 Secrets to Bewitch the Customers in a Second"
The secrets were first learned in Harvard Business School and built through Mr. Suzuki's experience and trial.
The secrets are the way to think "the person is... " to change your behavior. How you think of that person drives the way you behave, it will appear in your eyes even. It is not the magic so practice is required but very interesting to try!
★ Being Attentive vs. Thoughtful
3 secrets cannot be magical if you miss thoughtfulness. Mr. Suzuki introduced the episode to think of the difference between being attentive and thoughtful.
On a winter day, family went out for dinner and the dog Snoopy was waiting in the snowy garden. Young sister Sally Brown said she was sorry for Snoopy being in this cold outside. But brother Charlie Brown secretly brought a piece of his beef steak from the restaurant for Snoopy.
Sally is very attentive but Charlie's behavior was very thoughtful - he was thinking of Snoopy during his dinner and actually took action for Snoopy.
(by Shuntaro Tanigawa, poet, translating Peanuts comic books for years)
Mr. Oguma and Mr. Suzuki were like the treasure box full of interesting episodes.
Please join the next seminar to hear the fun stories!