Improving customer satisfaction and eliminating dissatisfaction, anxiety, and discomfort

「Our proprietary “mattress choice” program, under which guests can choose either an airweave mattress or a Nishikawa AiR mattress, was newly introduced at these 3 properties and in all rooms at Shin-Osaka Washington Hotel Plaza. We will continue to promote this initiative to improve customer satisfaction through the provision of quality sleep and differentiate ourselves from other companies.」

「当社独自の取組みである『選べるマットレス』（「エアウィーヴ」または「西川・AiR（エアー）」のいずれかを選択可能）については、新たにこれら３事業所に加え、新大阪ワシントンホテルプラザの全室に導入いたしました。今後も本施策を推進し、良質な睡眠の提供を通じて顧客満足度の向上および他社との差別化を図ってまいります。」

「We expanded to these 3 properties the “mattress choice” initiative introduced at Umeda Higashi, which completed its renovation in April, allowing guests to choose either an airweave mattress or Nishikawa’s “AiR” mattress. Through the provision of quality sleep, we are seeking to improve customer satisfaction and differentiate our brand.」

「At the property level, we introduced duvet-style bedding at all properties and upgraded guestroom lighting at some properties to improve quality and ease of use.」

「In addition, we are working to improve quality and ease of use at some properties by upgrading guest-room lighting and progressively introducing duvet-style down comforters, with installation at all properties scheduled for completion in December.」

「On the facilities side, Wi-Fi speed upgrades were completed at all 43 properties. At R&B Hotel Kamata Higashiguchi and Tokyo Toyocho, Airweave mattresses were installed in every room to improve quality and ease of use.」

「On the facilities side, we are working to eliminate sources of customer dissatisfaction and improve customer satisfaction, including by completing Wi-Fi speed upgrades at 33 properties.」

「To eliminate sources of customer dissatisfaction, we upgraded Wi-Fi speeds, which had generated particularly frequent feedback, and completed the work at all R&B Hotel properties by June.」

「On the service side, we have established a system in which staff with strong customer service skills at each property are appointed as leaders, enabling frontline employees to take the initiative in making improvements. We continue to strengthen customer service capabilities in coordination with headquarters.」

「In addition, to improve customer satisfaction, we appointed customer service leaders at each property and established a system for sharing information through web-based meetings and linking the identification of issues to the implementation of improvements, thereby seeking to enhance service levels.」

「③ Improving customer satisfaction: We will listen to each customer's feedback, work to eliminate sources of dissatisfaction, anxiety, and discomfort, and make improvements. In addition to physical facilities, we will strengthen training in customer service and improve the service experience.」