At this 12 months’s Encatho & Exprotel finale, tourism girl and president of Blue Tree Inns, Chieko Aoki, delighted these in attendance and spoke concerning the duty to serve, serve and care.
By Caroline Figueiredo, from Florianópolis-SC*
The grasp class is, by definition, the primary of a course, given by a health care provider in a topic in his subject. Right here in Encatho & Exprotelin Florianópolis-SC, girl of tourism and president of Blue Tree Inns, CHIEKO AOKI, gave a grasp class on the finish and moved everybody. talked about “Hospitality and Hospitality of Blue Tree Inns”, symbolically concluding the thirty third version of the occasion.
With a full home, the lecture was one of the anticipated of the night and exceeded expectations.
How Blue Tree Inns was born
Chieko thanked everybody for attending and mentioned she was very proud to attend the occasion and a hospitality discuss. To start, she defined how the resort was born.
“There’s a Japanese phrase, ‘IKIGAI’, which suggests ‘purpose for residing,'” he launched.
Chieko mentioned her dad and mom got here to Brazil with out even understanding converse Portuguese. She mentioned she considered a approach to assist them and the very first thing she did was be taught to talk Portuguese.
She, who’s Catholic, introduced a phrase from Mom Teresa of Calcutta that affected her drastically: “Do not let somebody come near you and go away with out feeling higher or happier.” “And that is the place the thought got here from to have a sequence of resorts that when folks arrived and after they left, they felt happier,” he revealed.
“I wish to assist create the hospitality trade in Brazil, to actually affect Brazilian hospitality. That is why I am right here,” he added.
Subsequent, she launched Blue Tree with 21 rules for being hospitable and serving visitors properly. The tree has its roots, with the principle bases of the corporate, and the 21 branches and ramifications, all the time linked to the idea of excellent service, service and care.
However for Chieko Aoki, there’s something particular and basic about Brazilian hospitality: “In Brazil, we have now to professionalize one thing, particularly Brazilian hospitality,” she mentioned.
And develop this Brazilian hospitality?
“It is essential that those that work on the resort, like a safety guard for instance, know that I am a hotelier,” he defined.
“I see folks praising the perspective of some folks,” he summed up.
The soul of Blue Tree Inns and the tea ceremony
“How do I clarify the Blue Tree soul in a quite simple approach? For tea,” he mentioned.
Aoki defined that the tea ceremony is to serve a cup of tea. Serving tea takes 2 minutes. “However it takes a lifetime to discover ways to serve a cup of tea properly,” the speaker bolstered.
And why is it so exhausting?
Chieko explains, “As a result of it requires quite a lot of humility. To organize a tea, you must know that you’ve got various kinds of tea leaves, various kinds of charcoal to organize it, warmth it. It is the identical with folks. There are a lot of completely different folks and we have to perceive them in an effort to serve everybody humbly, with respect,” he commented.
And he added: “Our enterprise just isn’t about beds or flats, it is about connecting with folks, as a result of that is the place the loyal buyer is. I do not simply wish to serve the client, I wish to create connections with the client, similar to at tea ceremonies.”
For connection, there may be additionally a Japanese phrase: “Kizuna”, which suggests connection, connecting folks with emotions, empathy, belief.
“Now we have a number of guidelines, however a very powerful one for me is: no person desires to really feel invisible. Why do we have now to lift our hand after we’re in a restaurant? As a result of we’re invisible and it hurts. So for me, the principle perspective is to not let anybody really feel invisible,” he mentioned.
The 21 branches and phrases of the tourism icon
Chieko Aoki spoke concerning the 21 “twigs or ramifications” of Blue Tree Inns’ hospitality roots. A diary he additionally listed under the phrases of the girl who bewitched the hoteliers.
7 welcoming attitudes
1. Time analysis
“The client’s time is essential. For those who stroll right into a retailer and aren’t served, you are feeling invisible. “
2. Confidence in safety
“All clients belief their lives in our resorts. They count on to have security, consolation and well-being. Safety is a very powerful factor.
3. Search for the door
“Go decide him up on the door since you care concerning the particular person. With this, it’s assumed that the resort is ready and able to obtain you. “
work together with everybody
“Saying ‘Can I aid you’ takes 2 seconds and makes you are feeling essential, it is seen. ” Saying good morning, greeting, asking the consumer if he wants something, is important.
“There are a lot of methods to indicate that you just take the initiative to obtain, to obtain. Typically you press the elevator button, I accompany you to the restaurant.”
smile on the face
“The client has arrived: he lifts his face, smiles. It means “I noticed you, I am answering you now”.
Look within the eyes
“They are saying the eyes are the window to the guts. And when an individual is indignant, for those who look them within the eyes, your look says all of it. Specific what is going on. “
name by identify
“The identify is our most precious asset. Everybody likes to be referred to as names as a result of it makes us really feel essential. “
Thanks and go to the door
“Whenever you say ‘thanks’, have a look at the particular person. It’s the alternative to ask if all the pieces went properly, it’s the second of fact. For those who did not run, apologize, actually. I’m certain that the client comes again and greater than that, he feels essential. Look him within the eye and lead him to the door. “
7 Guidelines of excellent service
honor the usual
“Folks have to love what they do. If not, you must go to your superior and counsel enhancements, however you must love what you do. “
“You possibly can’t be an newbie. It takes satisfaction in being skilled and doing all of your job properly. It is the identical on the resort. Prepare dinner? It must be skilled, the cleansing must be executed properly, and so forth. “
examine the consumer
“You will need to know the client, the small print. Discover out who it’s. “
Consideration to particulars
“Know what the client likes, what they do not like, and take note of that.”
“At any level, I believe we have now to suppose, ‘What does the client want? ”, and so make it the default worth. We anticipate wants.”
search for options
“Now we have to say: I’ve 3 options. Do you suppose any of them apply to you? This creates connections and the particular person thinks, “Wow, look how fearful she is. She discovered me 3 options.
to lift the bar
“Create extra situations to serve higher. “
Chieko additionally reminded that it’s essential to “do the correct factor the correct approach. Even doing easy issues, it is essential to do them properly. “
7 steps for care
1. Notice the second;
2. Don’t place;
3. Wishing properly;
4. Take into consideration what to do;
5. Ask the opposite;
6. Take duty;
7. Do it with coronary heart, past the uniform
To contemplate these 7 steps, Chieko recalled that it’s essential to “give to obtain and listen to what just isn’t mentioned, see the invisible. “
“You need to see the invisible, what the particular person did not say. However for that you just want expertise, humanity and individuals who wish to do good,” he contemplated.
Lastly, the tourism girl mentioned: “Each second is exclusive, there is no such thing as a second alternative prefer it. Our enterprise is hard. 24 hours, three hundred and sixty five days. However our enterprise strikes folks. And other people take the teachings to their households. So I would love you to be proud to be hoteliers, as a result of you possibly can carry peace to folks. I’m very proud to be a hotelier. Thanks,” he concluded.
*Reporter Caroline Figueiredo travels to Florianópolis-SC on the invitation of Encatho & Exprotel to cowl the occasion.