Serviced Apartment EBISU-Concierge interview

Greetings from the Concierge(Serviced Apartment)

My name is Momoko Koike, and I am a concierge at Service Apartment Ebisu.
I consider the time I spend interacting with our residents a very important personal experience and a happy time, and every day I meet with many happy faces. Sometimes our conversations are so enjoyable that they end up turning into long chats.
Even when residents are only here for a short stay, it is hard to say goodbye when you have made a connection with someone. At those times, when I hear a smiling guest say, “I’ll come again,” I realize how glad I am to be doing this work. In our at-home service, with just a few apartments, I put my heart into making sure that even residents who have small children can rest easy.
Service Apartment Ebisu is located in a wonderful environment where the bustle of the city meets a quiet residential neighborhood surrounded by greenery. It is extremely convenient for all kinds of stays, whether for business or personal purposes. I’m looking forward to meeting you soon!

What I value as a concierge

• 1. Pleasant interactions with guests
• I pay attention to my personal appearance and the words I use, and smile so that both the guests and I can have a pleasant conversation.
• No matter how small your request may be, I will respond to it attentively.

• 2. Communication
• To make foreign guests feel comfortable, I interact with them on a first-name basis.
• Before I take a day off, I make sure to listen closely to what guests have to say to prevent any problems from occurring while I am away.

• 3. Gathering the latest information
• I obtain pamphlets and actually go to eat at restaurants myself. I also go to visit beauty parlors, nail salons, and hospitals.

• 4. Uncovering problems
• In our day-to-day conversations I note guests’ feelings, and make sure that I can respond immediately when I discover a problem.

A real-life happy ending

This took place just after an overseas guest on their first trip to Japan moved in. For this person, staying in Japan for the first time, everything about life in this country was a source of anxiety, from how to use electric appliances and public transportation to finding their way around. One time when I was showing this guest how to get to a shop they wanted to go to, I thought that the Internet directions, which involved multiple bus transfers, would be inconvenient for the guest, who was not very good at speaking Japanese, in case they got lost along the way, so I looked up the most direct route and explained it to them.

In the end, the guest was able to reach their destination without getting lost at all, and even arrived earlier than they would

have done using the Internet directions. They really appreciated it.
I had wondered whether I was really being of any help, but I was delighted when I heard the satisfaction and appreciation in the guest’s voice.I will continue to make every effort to support our guests and ensure that they can pass their time with a smile. I look forward to the opportunity to meet all kinds of guests.