"Thank you, this is Keio Plaza Hotel."
The bright and friendly voice on the other end of the phone puts you at ease, allowing the conversation to proceed smoothly.
Many people have probably had a similar experience.
The operator is responsible for the initial contact between the guest and the hotel over the phone.
We receive calls 24 hours a day, 365 days a year, including external calls to our main telephone number from within Japan and overseas, as well as calls from guests in their rooms, sometimes totaling up to 1,000 calls a day.
The inquiries we receive cover a wide range of topics, including accommodations, restaurants, banquets, inquiries to various departments within the hotel, requests for wake-up calls and room service, and sometimes even feedback. We also strive to provide meticulous after-sales service, such as leaving a message with on-site staff to check on guests in their rooms if there is no response to a requested wake-up call.
In a job that demands flexibility and judgment to respond to changing circumstances, what our staff values most is correctly understanding customer inquiries and promptly connecting them to the appropriate department. To achieve this, a broad understanding of all company information is essential.
At Keio Plaza Hotel, our hotline is staffed by professionals who strive to provide service that makes customers think, "I'm glad I connected with this person," and who have a smile in their voices.