It was an experience to visit 3 of the top hotels in Tokyo namely Shangri-La Hotel, Imperial Hotel and The Peninsula Tokyo.

A common observation I had across the 3 properties was that the staff were committed and took pride in their work. As such, they formed a team of credible ambassadors of the respective hotels they worked in. This led me to think about the motivation behind each staff that drove this mind-set.

Continuous improvement is necessary to meet evolving guest expectations. Perhaps the next step is to think about how we can use technology to free up the time of the customer-facing staff so that they can focus on establishing and maintaining quality customer relationships in the long run.