Interview with Kondo Natsuki
We spoke with Kondo Natsuki, a young employee working as a hotel staff member at Kurashiki Ivy Square.
Thoughtful hospitality begins with service tailored to each guest
Since joining the company, you must have met many guests. Is there an episode that stands out in your memory?
Kondo (surname only hereafter)
Receiving a letter from a guest for the first time has stayed with me ever since.
A few years ago, a Korean couple on their honeymoon stayed with us. At check-in, I assisted them in Korean, which I had studied on my own. At the time, we had fewer guests from Korea than we do now, and I think they were very surprised to be assisted in their native language.
Many international guests want to try Japanese food, so I recommended a delicious yakitori restaurant in the Bikan Historical Area for dinner. They seem to have actually visited the restaurant, and when they checked out, they told me, “It was delicious.” They also gave me a letter written in Korean saying, “This became an unforgettable trip,” along with some sweets.
I was truly happy that I could offer hospitality that would stay in the guests’ memories, even in the short time we had together.
What do you keep in mind when serving guests?
Kondo
No matter how busy I am, I always stay calm and make sure to provide courteous service.
If we get flustered, our guests will feel unsettled too, so I pay attention not only to my choice of words but also to my manner and movements, making sure they look polished.
It is also important to quickly gauge from a few minutes of conversation at the front desk and a guest’s expression whether they “want to get to their room and rest” or “would like advice about sightseeing.” It can be difficult, but I want to gain experience and respond flexibly to each guest.
So you quickly consider what each guest is looking for. How do you develop that kind of flexibility?
Kondo
Each staff member works to develop their own approach to service so that we can offer hospitality tailored to each guest.
When I first joined, I started by imitating how my senior colleagues did things, and gradually explored an approach of my own. At first, I practiced serving guests over and over with my senior colleagues. I still remember that when I first stood in front of an actual guest, my hands were shaking with nerves.
Unexpected situations are an everyday occurrence at a hotel. I think it is important to interact with as many guests as possible and build experience.
Hospitality created by a united team
What do you find challenging about working at a hotel?
Kondo
Because Kurashiki Ivy Square is such a special place, a high level of hospitality is expected of us. We have many guests on honeymoons and school trips, as well as people who say, “I haven’t been here in decades,” so there is always pressure to meet their expectations.
Even now, after six years on the job, unexpected things happen almost every day. Although the tasks are repeated, I don’t think there is ever the same interaction twice.
Personally, I think customer service is a job where complaints from guests are inevitable. How do you handle them when they arise?
Kondo
First, to make sure we never repeat the same mistake, we share information among staff and all make a point of speaking attentively to guests so they can always leave with a smile when they check out.
One personal example: during my first year, a guest reprimanded me because I hadn’t been considerate enough about the order in which taxis were arranged. While they were waiting for their taxi, one for a guest who had arrived later showed up first. I should have told them in advance that the order might change, but at the time I failed to do so.
That experience taught me how important it is to add a few thoughtful words. I see feedback from guests as a valuable opportunity to improve our service.
Thorough communication must be essential to providing high-quality hospitality.
Kondo
That’s right. Since no one staff member is assigned to each guest, thorough “reporting, communication, and consultation” are firmly established so that every staff member can provide consistent service.
No matter how busy we are, we find a moment to share detailed information about guests and any incidents verbally, in notes, or through internal tools, so that all staff members understand the situation.
The colleagues who will build the future of Kurashiki Ivy Square together
Now that you have the hotel job you wanted, have you experienced any differences from what you expected before joining?
Kondo
Before joining, I had a glamorous image of the job, but the work required more physical stamina than I had imagined. We’re on our feet all day, carry heavy suitcases, and do a lot of physically demanding work. It was also hard at first to keep wearing heels I wasn’t used to.
One pleasant surprise was the relationships among colleagues. There are no strict hierarchies, and everyone is kind and supportive, so we have built relationships where we can talk easily.
What is the workplace atmosphere like?
Kondo
The hotel department has people ranging in age from their teens to their sixties, but it is a workplace where people can exchange opinions on an equal footing, regardless of age. We all work to create an environment where new graduates and mid-career hires can fit into the team as quickly as possible.
Also, all the staff are attentive to those around them, and we never forget to look out for our colleagues as well as our guests. My senior colleagues were kind to me when I was a new employee, so now I want to pass that kindness on to my junior colleagues.
In your view, what kind of person is suited to hotel work at Kurashiki Ivy Square?
Kondo
I think it’s someone who can relate to the excitement of traveling.
Actually, I was never particularly good at talking to people. But I love the excitement unique to travel, in places like hotels and airports, and that’s why I chose my current job.
Most guests who visit our hotel come looking for enjoyment and relaxation. That’s why I think the most important thing is to feel excited about the place yourself and be able to empathize with how guests feel.
Bloom in your own way. An alternative to changing jobs when work gets difficult
What does Kurashiki Ivy Square mean to you?
Kondo
Although it is the workplace I go to every day, I want to work here without forgetting that it is a place steeped in Kurashiki’s history.
Guests’ comments often make me appreciate Kurashiki Ivy Square all over again. Whenever I hear things like, “I’ve always wanted to stay here at least once in my life,” or “I’ve admired this hotel since I was in my twenties,” I’m reminded of what a wonderful place Kurashiki Ivy Square is.
I want to keep improving my hospitality while remaining aware of the privilege of working in such a special environment.
Do you have a message for young people of your generation?
Kondo
I value the saying, “Bloom where you are planted.”
Even if you thought a job would be enjoyable and sustainable when you first joined, there may come a time when you consider changing jobs after working there for a while. However, if you look for what you can do in your current environment, you may find a way to keep going even in the same place.
In my case, finding ways to grow, such as learning Korean and developing calm, composed service skills, has allowed me to continue in the job I had always admired.
Of course, “changing jobs to change your environment” is one option, but I think it’s good to also keep in mind the option of “doing your best in the environment you’re in.”
From the Writer
During the interview, the writer felt reassured by Kondo’s gentle way of speaking. Her sincere, composed service must be a reassuring travel companion for people visiting Kurashiki for the first time.
I also felt that the preparations made behind the scenes, invisible to guests—such as the thorough “reporting, communication, and consultation” among staff—are what lead to high-quality hospitality.
After working for a few years, more people may find themselves worrying about their careers. Exploring how to grow in your current environment is something that applies regardless of industry or occupation—the approach Kondo has found for continuing to work over the long term.
Let’s continue to support Kondo as she grows in her own way.
Stories of Young People Working in Kurashiki: Back Issues
Kurashiki Ivy Square Co., Ltd. Information
| Organization Name | Kurashiki Ivy Square Co., Ltd. |
|---|---|
| Industry | [Hotel Business] Accommodation, banquets, weddings, restaurants, parking, souvenir sales [Operation of Cultural Facilities] Kurabo Memorial Hall, Aibi Red Brick Hall, Ivy Gakkan, Aibi Kobo [Retail Sales] Hospital shop, factory shop |
| Representative | Kawazura Yoshito |
| Year Established | 1974 |
| Address | 7-2 Honmachi, Kurashiki City, Okayama Prefecture |
| Contact | 086-422-0011 |
| Website | Kurashiki Ivy Square Website |
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