Pursuit of customer satisfaction and provision of high-quality products and services

「At the main hotel in Tokyo, as well as in Kamikochi, Osaka, and Kyoto, we have sought to secure stable earnings by implementing flexible pricing policies in line with changes in supply and demand and planning high-value-added products.」

「At the Tokyo Main Building, Kamikochi, Osaka, and Kyoto properties, we will seek to secure stable earnings by implementing flexible pricing policies in line with fluctuations in supply and demand and planning high-value-added products.」

「While reducing the operating scale of the Main Tower ahead of its redevelopment, we provided high-quality, high-value-added products and services to capture expanding domestic personal consumption and strong inbound demand.」

「In addition to setting prices that accurately reflected domestic personal consumption and the increase in visitors to Japan resulting from the weaker yen, we worked to improve customer satisfaction by updating in-room amenities and expanding various ancillary services. We also relocated the hotel shop “Gargantua” to the front lobby of the Main Building and reopened it after renovation, creating an open space where customers could enjoy shopping at their leisure.」

「In lodging operations, we sought to increase sales and profit by accurately capturing rising domestic tourism demand, inbound consumption expected to benefit from eased entry restrictions and the weaker yen, and by providing high-quality, high-value-added products and services. We also focused on developing banquet demand, which was in the process of recovering.」

「We improved the strength of our offering by adding Japanese and Chinese cuisine to the menu alongside French cuisine and further developing the concept of “enjoying as much of what you like as you like.”」

「To welcome customers in the best possible condition, we reconfirmed our service structure and safety measures.」

「In terms of operations, as personal consumption showed signs of recovery, we worked to maximize sales by promoting sales to domestic customers, creating a safe and secure environment, and revising service charge rates to further improve services.」

「In terms of operations, we expanded the “service apartment” concept to all guest rooms in the Main Tower and relocated and expanded the hotel shop “Gargantua” to meet growing demand for takeout. We also opened “Imperial Hotel Torakuro,” our first directly operated Japanese restaurant, reopened the French restaurant “La Brasserie,” and introduced a new format, the “Hotel Bar,” where guests can enjoy the food and beverages of both restaurants.」

「During the consolidated third quarter accounting period, we actively pursued various initiatives to increase usage by domestic customers, including the reopening of the French restaurant La Brasserie, the opening of Imperial Hotel Torakuro, the first Japanese restaurant directly operated by Imperial Hotel, the creation of a new Hotel Bar area where guests can enjoy both restaurants seamlessly, and the reopening of the hotel shop Gargantua.」

「During the state of emergency declared in April last year, we established the Operations Resumption Preparation Committee, chaired by the president, and solicited ideas from all employees on infection-control measures and service methods during the COVID-19 pandemic. Nearly 5,500 ideas were submitted, leading to initiatives including the introduction of a new made-to-order buffet style at Imperial Viking Sal.」

「In the subsequent consolidated second quarter accounting period, we began offering a buffet style adapted to the “new lifestyle” at Imperial Viking Sal, while developing and providing new service formats for the new normal, and signs of recovery began to emerge.」

「We will devote our full efforts to increasing sales by providing higher-quality products and services and seeking to further expand usage, particularly among affluent foreign customers.」

「While focusing on the renovated guest rooms in the Main Tower, we will work to provide higher-quality services,」

「While focusing on the renovated guest rooms in the Main Tower, we will work to provide higher-quality services,」

「We completed renovations of all guest rooms in the Imperial Hotel Main Tower and began providing higher-quality services.」

「We aim to enhance customer satisfaction by providing higher-quality services.」