Interview with Kondo Natsuki
We spoke with Kondo Natsuki, a young employee working as a hotel staff member at Kurashiki Ivy Square.
Various hospitality comes from tailored service for each customer
Since joining the company, I believe you have had many encounters with customers. Do you have any memorable episodes?
Kondo
I will always remember the first time I received a letter from a customer.
A few years ago, a couple from Korea stayed with us on their honeymoon, and I guided them in Korean, which I had learned on my own during check-in. At that time, there were fewer customers from Korea than now, and I think they were very surprised to be addressed in their native language.
Many overseas customers want to enjoy Japanese cuisine, so I recommended a delicious yakitori restaurant in the Bikan Historical Area for dinner. It seems they actually went to that restaurant, and at check-out, they told me, "It was delicious," and also gave me a letter written in Korean that said, "This has become an unforgettable trip," along with some sweets.
I was truly happy to be able to provide hospitality that would remain in the customer's memory in such a limited short time.
What do you keep in mind when serving customers?
Kondo
No matter how busy I am, I always try to remain calm and provide polite service.
When we become flustered, customers also feel uneasy, so I pay attention to my choice of words and my actions to ensure I appear neat.
Additionally, it is important to quickly determine from a few minutes of conversation or expressions at the front desk whether the customer wants to "rest in their room quickly" or "discuss sightseeing." This is a challenging aspect, but I want to gain experience and respond flexibly to customers.
You think about what the customer wants in an instant. How do you develop such flexible responses?
Kondo
To provide hospitality tailored to each customer, each staff member is pursuing their own style of service.
Immediately after joining the company, I started by mimicking the methods of my seniors, and from there, I gradually sought my own form. In the beginning, I practiced serving with my seniors many times. Even so, I still remember the first time I stood in front of a customer, my hands were shaking from nervousness.
In the hotel industry, irregular situations are a daily occurrence. I believe it is important to interact with as many customers as possible and gain experience.
Hospitality created as one team
What challenges do you feel are unique to the hotel industry?
Kondo
Because Kurashiki Ivy Square is a special place, we are expected to provide high hospitality. Many customers come for their honeymoon, school trips, or after many years, and there is constant pressure to meet those expectations.
Even after six years of working here, irregular events happen almost every day. While the tasks are repetitive, I believe no two services are the same.
Personally, I think the service industry is a job where feedback from customers is constant. How do you handle it when it happens?
Kondo
First, to avoid repeating the same mistake, we share information among staff and ensure that all staff members provide careful communication so that customers leave with a smile at check-out.
As a personal episode, during my first year, I received a reprimand from a customer due to a lack of consideration in arranging a taxi. While the customer was waiting for their taxi, another customer's taxi arrived first. I should have informed them in advance that the order might change, but I was unable to provide that consideration at the time.
From this experience, I learned the importance of adding small comments. Feedback from customers is a valuable opportunity to improve our service, and I view it positively.
Quality hospitality requires thorough communication, doesn't it?
Kondo
That's right. Since there are no specific staff members assigned to each customer, we have established thorough "communication" so that any staff member can provide consistent service.
No matter how busy we are, we take the opportunity to share detailed information and events verbally, through notes, or internal tools, so that all staff members can understand the situation.
Colleagues who create the future of Kurashiki Ivy Square together
After starting the job you hoped for at the hotel, did you feel any gaps compared to before joining?
Kondo
Before joining, I had a glamorous image, but it was much more physically demanding than I imagined. I often stand all day or carry heavy suitcases, and there is a lot of physical work. Wearing unfamiliar heels continuously was also tough in the beginning.
In a good way, the gap was in the relationships within the company. There is no strict hierarchy, and everyone is kind and approachable, creating a relationship where we can talk easily.
What is the atmosphere like in the workplace?
Kondo
In the hotel department, people from a wide range of ages, from their teens to their sixties, work together, and it is a workplace where opinions can be exchanged flatly, regardless of age. Everyone is working together to create an environment where new employees and mid-career hires can fit into the team as quickly as possible.
Moreover, all staff members have a broad perspective, and they do not forget to consider not only the customers but also their colleagues. Since I was treated kindly by my seniors when I was a new employee, I want to pass that kindness on to my juniors now.
What kind of person do you think is suited for the hotel business at Ivy Square?
Kondo
Someone who can empathize with the excitement of traveling.
In fact, I myself was not very good at talking to people. However, I love the exciting atmosphere unique to travel, such as hotels and airports, which is why I chose this job.
Most of the customers who visit our hotel come seeking enjoyment and relaxation. Therefore, it is essential that I can feel excited about being in that place myself and whether I can empathize with the customers' feelings.
Blooming in your own way. Options other than "changing jobs" when struggling at work
What does Kurashiki Ivy Square mean to you?
Kondo
While it is a workplace I go to every day, I want to work without forgetting that it is a place filled with the history of Kurashiki.
I often re-recognize the goodness of Kurashiki Ivy Square through the words of customers. Every time I receive comments like, "I wanted to stay here at least once in my life" or "This is the hotel I have admired since my twenties," I realize once again that Kurashiki Ivy Square is a wonderful place.
While being aware that I work in a valuable environment, I want to continue to refine my hospitality.
Please give a message to young people of your generation.
Kondo
I value the phrase "Bloom where you are planted."
Even if a job seems enjoyable at first, there may come a time when you consider changing jobs after working for a long time. However, if you look for what you can do in your current environment, you may find a way to thrive in the same place.
In my case, I have been able to continue my dream job because I found points where I could grow, such as learning Korean and developing calm service skills.
While "changing jobs to change the environment" is certainly an option, I think it is also good to have the option of "doing your best in the environment you are in."
Conclusion
During the interview, I felt a sense of reassurance in Kondo's calm way of speaking. Her sincere and composed service must be a strong support for those visiting Kurashiki for the first time.
Furthermore, the thorough "communication" among staff, which is not visible to customers, leads to high-quality hospitality.
As a few years pass after joining the company, I believe more people will start to worry about their careers. It is essential to explore how you can grow in your current environment. Kondo's insights on how to continue working for a long time resonate across industries and job types.
Let us continue to support Kondo as she grows in her own way.
Work stories woven by young people in Kurashiki Back Numbers
Data of Kurashiki Ivy Square
| Organization Name | Kurashiki Ivy Square |
|---|---|
| Industry | 【Hotel Industry】 Accommodation, Banquets, Weddings, Restaurants, Parking, Souvenir Sales 【Cultural Facility Management】 Kurabo Memorial Hall, Aimi Red Brick Hall, Ivy Gakuen, Aimi Workshop 【Retail Sales】 Hospital Shop, Factory Shop |
| Representative Name | Kawata Yoshito |
| Year Established | 1974 |
| Address | 7-2 Honmachi, Kurashiki City, Okayama Prefecture |
| Contact | 086-422-0011 |
| Website | Kurashiki Ivy Square Website |
