On the finish of Encatho & Exprotel, Chieko Aoki, girl of tourism and president of Blue Tree Motels on the finish of this yr, enchanted these current and spoke in regards to the duty of serving, serving and caring.
By Caroline Figueiredo of Florianópolis-SC*
A grasp class is, by definition, the primary of a course taught by a physician on a subject in his subject. right here Encatho & Exprotelgirl of tourism and president of Blue Tree Motels in Florianópolis-SC, Chieko Aoki, lastly gave a grasp class and obtained everybody emotional. spoke about “Blue Tree Motels hospitality and hospitality”, which symbolically closes the thirty third version of the occasion.
With the room full, the lesson was probably the most anticipated of the night time and exceeded expectations.
How was Blue Tree Motels born?
Chieko thanked everybody who attended and mentioned that she was very proud to attend the occasion and the hospitality speech. For starters, she instructed us how the lodge was born.
There’s the Japanese phrase “IKIGAI” which implies “motive to stay”.
Chieko mentioned her household got here to Brazil with out even understanding find out how to communicate Portuguese. He mentioned he was pondering of a means to assist them and that the very first thing he did was study to talk Portuguese.
A Catholic, she introduced up a saying from Mom Teresa of Calcutta that impressed her: “By no means let somebody method you and depart with out feeling higher or happier.” “And from there got here the thought of having a sequence of inns the place folks would really feel happier after they got here and went,” he mentioned.
“I wish to assist create the hospitality business in Brazil to actually affect Brazilian hospitality. That is why I am right here,” he added.
He then offered the Blue Tree with 21 rules to be hospitable and serve the visitor nicely. With the roots of the tree, the primary foundations of the corporate and its 21 branches and branches, it’s at all times on the idea of excellent service, service and care.
However for Chieko Aoki, there’s something particular and basic about Brazilian hospitality: “There’s one thing we have to professionalize in Brazil, and that is Brazilian hospitality,” he mentioned.
And the way is that this Brazilian hospitality developed?
“It is vital for workers equivalent to lodge safety guards to know that they’re hoteliers,” he defined.
“I see some folks praising his angle,” he summed up.
Spirit and tea ceremony of Blue Tree Motels
“How can I clarify the Blue Tree spirit so merely? “For tea,” he mentioned.
Aoki defined that the tea ceremony is to supply a cup of tea. The act of serving the tea takes 2 minutes. “However it takes a lifetime to discover ways to serve an excellent cup of tea,” the speaker bolstered.
And why is it so troublesome?
Chieko explains: “As a result of it requires a variety of humility. To arrange a tea, it’s worthwhile to know that you’ve various kinds of tea leaves available, various kinds of charcoal to organize it, warmth it up. It’s the similar with people. “There are a number of completely different folks and we have to perceive them to serve everybody with humility and respect.”
He added: “Our job just isn’t about beds or flats, it is about connecting with folks, as a result of that is the place the shopper is loyal. I do not simply wish to serve the shopper, I wish to join with the shopper like a tea ceremony.”
There’s additionally a Japanese phrase for connecting: “Kizuna”, which implies to attach, to attach folks with emotion, empathy, belief.
“Now we have a number of guidelines, however a very powerful to me is that this: nobody desires to really feel invisible. Why do now we have to lift our hand after we’re in a restaurant? As a result of we’re invisible and it hurts. So the primary angle for me is to not let anybody really feel invisible,” he mentioned.
21 branches and expressions of tourism icon
Chieko Aoki talked about 21 “branches or branches” of the roots of Blue Tree Motels hospitality. HE DAILY Now we have listed these and the phrases of the lady who fascinated hoteliers under.
7 Welcoming Angle
1. Valuing time
“Buyer time is essential. In the event you stroll right into a retailer and you aren’t served, you are feeling invisible. ”
2. Confidence in safety
“In our inns, all clients belief their lives. They hope that they may have safety, consolation, and well-being. Security is a very powerful factor.
3. Search for the door
“You go and get it out the door since you care about folks. This assumes that the lodge is prepared and able to obtain you. ”
work together with everybody
Saying “I will help you” takes 2 seconds and makes you are feeling vital, seen. Saying good morning, greeting, asking the shopper in the event that they want something is important.
take the initiative
“There are a number of methods to point out that you’re taking the initiative to say welcome, to just accept. Typically press the elevator button and escort you to the restaurant.”
smile in your face
“The client has arrived: he raises his face, smiles. It means “I noticed you, now I’ll reply”.
look into your eyes
“They are saying the eyes are the window to the guts. And when an individual is offended, for those who look into their eyes, your look tells the whole lot. Specific what occurred. ”
name by title
“The title is our most respected asset. Everybody likes to be known as by title as a result of we really feel vital. ”
Thanks and result in the door
“If you say ‘thanks’, take a look at the particular person. The chance to ask if the whole lot is alright, the second of fact. In the event you did not run away, actually apologize. I am positive the shopper will come again and really feel extra vital than that. Look him within the eyes and lead him to the door. ”
7 Guidelines of Good Service
honor the usual
“Individuals have to love what they do. If not, it’s worthwhile to go above and past and counsel enhancements, however it’s worthwhile to love what you do. ”
“You possibly can’t be an newbie. He takes satisfaction in being knowledgeable and doing all your job nicely. It is the identical on the lodge. The chef? He must be skilled, clear nicely, and many others.”
study the shopper
“You will need to know the shopper, the main points. Know who he’s. ”
consideration to element
“Understanding and listening to what the shopper likes and dislikes”.
“I imagine we should always at all times assume: “What does the shopper want? ” and so make it the default. We anticipate the wants.”
search an answer
“Now we have to say: I’ve 3 options. Do you assume any of those apply to you? It creates connections and the particular person says, “Wow, look how fearful he’s. It discovered 3 options for me.
increase the bar
“Create extra circumstances to serve higher. ”
Chieko additionally reminded that it’s essential to “do the proper factor in the proper means”. Even when doing easy issues, the vital factor is to do it nicely. ”
7 Steps to Good Care
1. Pay attention to the second;
2. Put your self in your footwear;
3. Finest needs;
4. Take into consideration what you’ll do;
5. Ask the opposite;
6. Take duty;
7. Do it with the guts past the uniform
With a purpose to tackle these 7 steps, Chieko reminded that it’s essential to “take and listen to the unstated and provides to see the invisible”. ”
“It’s a must to see what’s unseen, what one doesn’t say. However for this you want expertise, humanity and individuals who wish to do good,” he thought.
Lastly, the girl of tourism mentioned, “Each second is exclusive, there isn’t a second alternative like this. Our job is difficult. 24 hours, twelve months. However our work strikes folks. And other people take the teachings to their households. So I would like you to be actually happy with being hoteliers as a result of you possibly can deliver peace to folks. I’m very proud to be a hotelier. Thanks,” he concluded.
*Reporter Caroline Figueiredo went to Florianópolis-SC to report on the occasion on the invitation of Encatho & Exprotel.