Matthias Sutter: Luxury Hotel GM & Hospitality Leader

Now and Zen Japan

English - December 21, 2023 23:00 - 43 minutes - 29.6 MB
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Meet a true Hospitality Professional. Mr. Matthias Sutter, the Rep. Director of Shangri-La Hotels Japan and the GM of the Shangri-La Hotel Tokyo. We discuss Japanese customer service, how different nationalities have different hospitality expectations, his two requirements for anyone to succeed in the hotel business, and how starting off in Food & Beverage helped craft his strong sense of hospitality. We also talk Trip Advisor, hotel rankings, and the guest comments he likes the most. If you are curious about how luxury hotel GM's think, practice, and teach customer service and hospitality, this episode is a must-listen. Other topics we cover:

Why hotels are an "El Dorado" for customer serviceThe three topics to never discuss with hotel guestsDifferent cultures have different interpretations of hospitalityJapanese service vs. other Asian countriesPreparations for the Shangri-La Kyoto openingGuest comments which led to innovative and successful promotionsHotel "brands" have separate DNA, thus some customer focus differences Japanese "guest comment" tendenciesThe Free Unsolicited Business Idea

The Shangri-La Hotel Tokyo: https://www.shangri-la.com/tokyo/shangrila/

Japan Adventures via Camper Van = Dream Drive: https://www.dreamdrive.life

More Now and Zen Japan episodes: https://www.nowandzen.jp/