What did you decide to join AJ InterBridge Inc.?
I spent around 20 years in restaurant service at resort and city hotels, then moved into an internet-based alcohol retail company for seven years, where I handled customer inquiries primarily by email. Both roles gave me a lot, but over time I found myself wanting to get back to working with people face to face, reading their expressions, hearing their voices, and providing service in that direct way. I felt that AJ InterBridge was the kind of environment where I could pursue that more closely and put the hospitality skills I had built up over the years to proper use. That was the main reason I made the move.
What stood out to you about the company and the team after joining?
Because our guest services team is relatively small, communication and information sharing happen very naturally and quickly. When something comes up on the floor, it gets discussed and acted on right away. That speed is important for maintaining the quality of service we want to offer.
The company-wide meetings are also something I value. Hearing what other departments are working on and what they have achieved helps me think about service in a broader context. It feels like the whole organization is working toward the same goal of giving guests a better experience, not just individual teams operating in isolation.
Were there any challenges coming from a different industry background?
My hotel experience had been mostly in restaurant operations, so getting up to speed with guest services as a whole took some time when I first joined.
In accommodation, you are involved in every stage of a guest’s experience: fielding inquiries before a booking is even made, supporting guests during their stay, and following up afterward. Understanding the different needs of domestic and international guests and responding flexibly to each was quite different from what I was used to in restaurant service. Working through that helped me develop a broader view of the whole service flow, which I think serves me well in how I approach things now.
Where do you find your previous experience most useful in your current role?
The customer service skills I built up over the years are the foundation of almost everything I do in guest-facing situations. The hygiene awareness I developed in restaurant work and the careful cash handling from my cashier duties are both relevant to how I run day-to-day operations.
The email correspondence and complaint handling I did at the retail company also translates directly to managing pre- and post-booking inquiries. More broadly, those different experiences have helped me think about guest service as a whole process rather than a series of individual tasks, which I find genuinely useful in a management role.
What gives you the most satisfaction in your work?
Without question, it is when a guest takes the time to express their appreciation. Sometimes that happens in person during a stay, and sometimes it comes through as a review after checkout. Either way, knowing that we provided a good experience is something I never take for granted.
What makes it even more meaningful is that those moments reflect the effort of the whole guest services team, not just any one person. Seeing the work everyone puts in day to day translate into guest satisfaction is what keeps me motivated.
What are you hoping to achieve going forward?
I would like to make better use of the hotel lounge and find ways to draw on my background in food and beverage to add something distinctive. Incorporating local ingredients and Hida Takayama sake into what we offer is one direction I want to explore, as a way of deepening the sense of place for our guests.
Beyond that, I want to continue raising the quality of our service and see that reflected in our guest reviews. And I am committed to developing the team, bringing in people with varied backgrounds and helping them grow, because a stronger team ultimately means a better experience for everyone who stays with us.
