Educational Seminar in Tokyo

On Wednesday, August 20, Les Clefs d'Or held a joint seminar with the Japan Concierge Association.

We invited guest speaker Junko Yamada from Starwood Hotels and Resorts to speak about "A Psychological Approach to Interacting with Guests." The four hour seminar was held at Ritz Carlton Tokyo and had a turnout of approximately 200 attendants, the majority being Concierges.

The seminar was divided into two parts, the first introducing five service skills, "Connection," "Encouragement," "Question," "Confirmation," and "Provision." During this part we learned skills that can become the core of a Concierge's way of dealing with guests, and discussed ways of carrying these out.

The second part started with a reflection on how our own social styles can be a tool to psychologically dealing with customers, and can help us recognize patterns and interact with guests in a timely and efficient manner.

The contents of the seminar were extremely practical and the seminar was very meaningful among not only the Concierges, but also the others in attendance who interact with customers on a daily basis.

After the seminar, a reception was held, which included Ms. Yamada in attendance. This was a great time to enjoy food prepared by famous chefs while deepening relations with others in similar industries

Thank you to all the people involved with making this day happen.

Entry Date: August 20, 2008

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