Learning "Omotenashi" at an Industry-Acclaimed Resort Hotel: Training Trip Conducted to Foster Staff Growth

SEKIYA RESORT CO., LTD. (Head Office: Beppu City, Oita Prefecture) conducted a training trip for volunteers with the aim of improving service quality at its managed accommodations and fostering the growth of each staff member.

The destination chosen was "Atema Highland Resort Bellnatio," which has garnered industry attention for its immersive stay experiences that leverage its rich natural environment and high level of hospitality. The trip provided an opportunity to learn about hotel management and approaches to service through not only overnight stays but also lectures and facility tours.

Learning the Essence of Service from a Former General Manager

On the first day, a lecture was held by Mr. Tomoyuki Sano, the former general manager of Atema Highland Resort Bellnatio.

He spoke about his philosophy on hotel management, initiatives to deliver moving experiences to customers, and organizational development. The participating staff reflected on their daily duties and gained valuable insights for providing better service.

Following the lecture, a backstage tour was conducted. Participants observed the operational environments and management systems of various departments, which are not usually visible, and learned about the efforts made to welcome guests throughout the facility and the inter-departmental collaboration involved.

Training Program to Experience Local Charm and New Sensibilities

On the second day, a bus tour was organized to explore Tokamachi City, Niigata Prefecture.

By experiencing the unique nature and culture of the region, participants gained a firsthand appreciation for its appeal as a tourist destination and had an opportunity to consider how to provide value by leveraging local resources.

On the final day, the group traveled to Tokyo to visit "teamLab Borderless," an experiential facility that fuses cutting-edge digital technology with art.

By experiencing spaces that move people's hearts and new experiential values, participants gained a fresh perspective on "mechanisms that create emotional impact," which also applies to hotel services.

Participant Comments

"During this training trip, the backstage tour was particularly memorable. By observing the operational sites and initiatives of other facilities, which are not usually visible, I gained many learnings and insights.

Furthermore, on the second day's bus tour, I experienced the charm of Tokamachi City, Niigata Prefecture, and enjoyed the local culture and nature. I feel it was a very fulfilling training trip that offered both learning and enjoyment."

Applying Learnings to Daily Service Improvement

We will utilize the knowledge and insights gained from this training trip in our respective roles to contribute to creating a hotel that offers richer stay experiences to our customers.

We will continue to proactively create opportunities for staff growth and strive to improve service quality and achieve overall organizational development.

SEKIYA RESORT Official Website:

https://www.sekiyaresort.jp/

About SEKIYA RESORT

GALLERIA MIDOBARU Terrace Midoharu Bettei Haruki

Based on its accommodation business with over 120 years of history in Beppu City, Oita Prefecture, SEKIYA RESORT CO., LTD. operates inns and hotels and develops new businesses under the philosophy of "Brightening the world and people through travel."

Representative Director Taichiro Hayashi is engaged in creating accommodations that break away from the conventional framework of hot spring inns. He pioneered the opening of the designer ryokan "Bettei Haruki" in Beppu, establishing a new style of accommodation. Since he joined the company, sales have grown more than 30-fold, creating new value for the region.

Currently, the company operates three facilities in Beppu City: "Bettei Haruki," "Terrace Midoharu," and "GALLERIA MIDOBARU." Each is supported by many customers with different concepts. "GALLERIA MIDOBARU" has received domestic and international design awards, and "Terrace Midoharu" was selected as the top among approximately 1,500 companies nationwide in the "5th Ryokan Koshien Grand Prix."

Additionally, it has been selected as a Best Company in the "Great Place to Work® Institute Japan's Best Workplaces Ranking."

Furthermore, the company is engaged in new businesses such as the development, sales, and operation of the hotel condominium series "100-Year VillaTM," challenging the expansion of travel value itself.

Going forward, Sekiya Resort will continue to aim for value creation that brightens people and the world through travel, while growing together with the region.

Company Profile

Company Name: SEKIYA RESORT CO., LTD.

Representative: Taichiro Hayashi

Head Office Address: 5-57 Horita-cho, Beppu City, Oita Prefecture, 874-0831

Established: June 8, 1965

Business Activities: Operation of inns and hotels, Real estate, ownership and management of inns and hotels, Aquaculture, Catering, etc.