Reason for joining the company

I first came to Japan on a working holiday visa, but about three years ago, when I changed to a working visa, I chose a hotel because I was considering airport and hotel work. At the time, I had seen a movie about a hotel and was interested in it. The interview at Sotetsu Fresa Inn had a calm and fun atmosphere, so I thought, "I want to work there." At first, it took me a while to learn the job, but everyone kindly taught me by saying, "It'll be fine," so I felt very reassured.

Customer service from the customer's perspective

Whenever we had guests from Taiwan, where I'm from, they would talk to me in a friendly manner because I could easily communicate in their language. I would feel happy and would be very grateful if I explained things more carefully. After their stay, they would sometimes tell me if there was anything that needed improvement, since it's easier to communicate in Chinese. I would then inform the manager and take care of it right away.
I try to make sure that the same person continues to take care of customers that I have dealt with before, and I always try to put myself in the customer's shoes and think about how to make sure they don't lose out. For regular customers, I make sure they have everything they need. The hotel operates 24 hours a day, 365 days a year, so it is important for staff to communicate with each other and ensure smooth handover.

I pay attention to honorific language and directions.

At first, using polite language was difficult, and I would panic if I didn't understand a question from a customer, which made them even more anxious. Now, by speaking calmly, such as "Please wait a moment. I'll check," I can respond without making them feel anxious or tense. For customers who have difficulty understanding my explanation, I take the time to explain, "This is the regular thing in Japan."
We also take great care when providing guidance about public transportation. There are many large stations, and the guidance changes depending on the means of transportation used. There are many office buildings, so we take care to provide guidance by focusing on landmark buildings.
The hotel is used by people from various countries, not only from Asia but also from Europe, so there are many opportunities to use one's native language. In the past, Spanish, French, Russian, English and Chinese were flying around all day long, and there were times when I worked without using Japanese.
Right now, I want to learn other languages ​​little by little. When I learn one new language, I might be able to understand other words in the same family, and I think that will broaden my horizons. I think that traveling will become even more enjoyable.