Toyoko Inn introduced a new “Hotelier Personnel System” on April 1 and changed the title of its front desk staff to “hoteliers.” This applies to its hotels located in Japan.
The company decided that, since the scope of work differs depending on the hotel and employee, it was necessary to standardize the operational level in order to further improve service quality. In addition, employees have increasingly called for a clearer visualization of career paths. The new system has been introduced as a mechanism that allows staff to enhance their skills while feeling their own growth.
Whereas the term “front” tends to evoke an image of engaging in customer service centered on the front desk, “hotelier” carries the meaning of understanding the entire hotel and supporting its overall operation. Toyoko Inn expects the new title to raise staff awareness that they are responsible for creating better hotels—not only through direct customer service, but also by considering guests who are not physically present at the time.
Under the new system, a framework has been created for staff to gradually acquire different tasks, improve their skills, and expand their areas of responsibility. By correcting discrepancies in operational levels, the company aims to further improve customer satisfaction.
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