Misako Kobayashi

• The concierge team consisted of many members who were new to the concierge business, so reviewed vendor information and e-mail templates, which had been managed individually, and created new ones that could be shared by all staff members. The team members were all involved in the project, which led to an improvement in teamwork and individual knowledge.

• Also reviewed items where human errors were occurring due to the complexity of the work process, and promoted paperless work. Also contributed to the introduction of the ALICE concierge system.

• When The Ritz-Carlton, Nikko, Japan opened in 2020, I was selected as a member of the opening task force and was involved in the establishment of the concierge department at the hotel.

• As an opening staff member, I participated in building relationships with restaurants and outside vendors from the beginning.
• As a team leader, I was responsible for the training of new staff and colleagues, and as the training manager of the department, I was responsible for creating an environment where people with no concierge experience could learn concierge work smoothly. I was also responsible for the Peninsula Academy, a guest experience package, which facilitated smooth operations and market research for partner companies.
• I have contributed to the smooth running of the operation. I have eliminated unnecessary written handovers, simplified interactions with other departments, and developed a variety of ideas to make the work faster and more precise. I was given the opportunity to cross-explore the Peninsula Chicago, where I learned about concierge operations in the United States. This experience gave me the opportunity to learn about concierge operations in the U.S. I brought back ideas to improve the efficiency of the team's operations. Specifically, we proposed and implemented the introduction of a cashier function within the concierge department and the promotion of online restaurant reservations.

As concierge, I was responsible for answering guest inquiries, as well as working at the front desk, guest services, the cloakroom, and the VIP lounge.I also had the opportunity to learn the housekeeping department. These experiences taught me the basics of working as a hotelier.