"Welcome," "Thank you," "Is there anything we can help you with?"...
If every word exchanged in a hotel was accompanied by a smile, surely everyone would feel happy.
Aiming to be "Japan's No. 1 Hotel for Smiles," Keio Plaza Hotel has been appointing "Smile Ambassadors" from among its staff through employee voting since 2017, and has been working to spread smiles throughout the hotel. This slogan is a vision that current President and CEO Mamoru Yamamoto set out as a goal for the entire hotel when he took office. It is positioned as a crucial tool that not only contributes to customer satisfaction but also helps with smooth internal communication and risk management, and is being promoted accordingly. Smiling service creates a friendly atmosphere, and sometimes allows staff to receive valuable firsthand information from customers, such as "Actually, today is a special anniversary for us...", which leads to the provision of even more attentive service.
The "Smile Ambassadors" are selected annually through a vote, and the top-ranking individuals are appointed in succession. They serve as excellent role models for the staff and are also featured monthly in the hotel's newsletter and other publications.
Polishing our "smiles" to serve our guests from around the world. A "smile" is the most important aspect of hospitality that Keio Plaza Hotel values above all else.
