And third series of The Ritz-Carlton in Roppongi, Tokyo, November 2010 "round table for smart management" was held

And third series of The Ritz-Carlton in Roppongi, Tokyo, November 2010 "round table for smart management" was held. This lecture will invite investments for long Takano former Japanese subsidiary The Ritz-Carlton, "more than the service moment," I got talking about how to achieve.

Mr. Takano is a coming age, if only to seek services that will survive the rigors of the economy and the impossible, and stressed the importance of hospitality.

Before the lecture, and stood to greet the senior executive officer of IBM Shigeru Shiinoki Japan. He shows the results of interviews with the city has a personnel officer in the corporate world, especially Japan, even in the world that introduces the reader to the development of future suffering. In addition, I heard the CEO of the world as a leader qualities most needed "creativity" and "global thinking" is cited, the percentage of Japanese believe that the CEO also pointed out that they are low. Finally, the results based on "Think about how you should go catch a service" and participants cast was on stage and Mr. Takano.

Moved from satisfactory to ● - "more than a moment Services"

The Ritz-Carlton, landed in Japan in 1997. The Ritz-Carlton continues to maintain a top class hotel in the world rankings. It's a widely accepted result that the highest levels of service, Mr. Takano again "service," said the following about.

"If what I have promised that the services provided by what must it be provided as well which employees provide. So" man "would require it is able to provide the same for every employee to ensure that the "(Dr. Takano)

Just "satisfied by the service are transmitted," excitement "is transmitted," Mr. Takano said.

"Just satisfied, you may as well have gone to the hotel asking for a different satisfaction. When it touched was born, but you are carrying a leg up under The Ritz-Carlton again. And this seeking impressed at the level of satisfaction is coming birth "(Dr. Takano)

This means that profit is directly linked to the customer's impression. Also added that it will be reflected in the profit that the greater the impression.

This produces an impression, and the foundation of the process leads to what is profit. Takano said it "hospitality," he said that. That it is "aimed at a professional attitude that accompanied my mind to talk to the opponent's mind" that it is. When we realize this and hospitality employees' services beyond the moment "(excitement =) and he can produce.

At first glance, the idea of ​​The Ritz-Carlton can not seem to be so special. In reality, however, a very large hotel and Takano said company without going through the process in motion says.

● "employees first" culture comes from moving

The Ritz-Carlton, that is captured in three tiers around the community itself.

First, as the "closest associates and their families," cited, he said needs to be clearly aware of their existence value can be found for his employees whereabouts and statements.

The next closest community "partners and their families," and finally "you" and continue. Partners have established a relationship by being honest among employees and partners are listed in the second layer is given first to grow significantly as well as a strong spirit of our employees. Relationship in "you" think for the true value of that is really something. Then it is "you" impression conveyed to produce, Mr. Takano is described.

The so-called service industries like hotels, "you" instead of "employees" that the first place, but be surprised to Mr. Takano said the reason as follows.

"The Ritz-Carlton is always hope you'd like to have excited emotion. However, the excitement that you can not develop beyond the emotion in the work are not considered employees. Therefore, this I have become such a priority "(Dr. Takano)

"You" in order to have impressed, Mr. Takano and healthy employees must first say. I caught up to me and where it partners, or affect how far it is the customer's sensibilities even more. Always produce a profit is seriously considering this set of processes, and Mr. Takano said he wanted to prove it.

● corporate culture is born from a shared vision

After the lecture, Mr. Shiinoki 交E senior executive officer of IBM Japan, again, question and answer session and discussion was taking a snack.