青い目の若旦那に悩ませるアドバイス Points to Ponder as an American Innkeeper in Japan

January 22, 2013: 青い目のおもてなし This American’s Omotenashi

この頃は奥深いアドバイスをいくつかの所から頂きました。
一つは「旅館甲子園」の審査員から。
もう1つはお客さんのアンケートから。

以前にも書いたが、我が亀清旅館が「旅館甲子園」に申し込んでみた。「若旦那の宿作りの夢」とその夢は従業員にどう伝えているか、つまり「人財育成」の大会です。残念ながら、亀清旅館はトップ5に選ばれなかった。その理由は下記:
1.([青い目の若旦那の宿として]日本文化と海外の架け橋の役割に特化して自らの強みを活かしています。)
その強みに対してスタッフ全員の意思統一と行動が加速すれば更に(魅力的な)宿になりそう。
2.ビジョンの+αのおもてなし(お客様一人一人に何か特別なサービスを提供・感動を与える事)をどのようにして社員に徹底するか?そして、スタッフの知恵や力をどう引き出すか?
3.(米国人が若旦那と言うのは圧倒的な強みになる。)まだ、旅館(和)と米国人(洋)のシナジーをおこすほどは至っていない。
4.具体的な成果が分かりにくかった。社員教育の取り組みが感じられると良かった。

なかなか厳しい評価。正直、私が亀清旅館に来て、8年目で、その間は自分の出来る事に集中している。お客さんに感動を与える為に夕食後で姨捨夜景・語り部ツアーへ一緒に行ったり、お子さん達にアイスのデザートを作ったり、露天風呂などで手作り化をかけたり、ロビーに薪ストーブを設置したり、
つまり、この青い目の若旦那なりのおもてなしの提供。
その上に周りの皆(若女将、板長、仲居さん達等)に指導する立場かどうか分からない(いまだにあくまで次期社長だから)し、指導する自信もない現状です。尚且つ、「青い目のおもてなし」を青い目じゃない人達にさせるべきか、取り敢えずは青い目の私のやれる範囲で頑張ってきました。その辺は議題ですね。

そして、別件で初めてお泊りになったお客様から、アンケートの答え:

日本の昔からの習俗や立居振舞は外国人の方には難しいでしょう。しかし、その所作には「もてなしの心」が表われているものです。「外国人が若旦那を務める」と言う物珍しさに寄り掛かることなく、本物の「もてなしの所作」が身に付くまで、大変でしょうが精進して下さい。若い日本人が恥をかくくらいに。

まあ、若い日本人が恥をかく事ではなく、若い日本人に限らずにお越しになる皆様が落ち着いて、体が充電出来る様な場面を目指している。その中で、確かに「青い目の若旦那」が言い訳になったら良くない。しかし、逆に言えば何をしても「青い目」との事実から離れられない。私の中では、欧米人として提供出来るおもてなしと日本の伝統的なおもてなしの両方の良い所をなるべく活かせたいと思っております。
将来的に変わるかもしれません。だって、私は永遠に生きる訳でもないし、いつかは亀清旅館がこの青い目の宿主を卒業させないといけない。その時に私何をどういう形で残すかは議題ですね。

Lately we've received some critical advice here at Kamesei Ryokan that's made me reconsider the direction we are taking with our inn.

First of all, as previously mentioned we submitted an application for Kamesei Ryokan to the Ryokan Koshien. That's a national competition based on the vision of the junior proprietor and how well that is conveyed to the staff. Unfortunately Kamesei was not selected as one of the final 5, for the following reasons:

1. (Our strength as a bridge between traditional Japanese culture and foreign visitors)
If not just myself but the entire staff were trained and competent in being cultural liasons, our inn would have much more potential.
2. (Our vision of doing something extra for each and every guest and providing a memorable experience for everyone)
Not enough is being done to instill that vision in all of the staff. More should be done to bring out the abilities and efforts of the staff.
3. Having an American proprietor can be a real strength. However, not enough is being done to capitalize on the synergies between a traditional Japanese inn and an American innkeeper.

Hmm, up until now I've focused on what I personally can do in my arguably unique position of being an American innkeeper in Japan. I spend time taking guests to Obasute to see the night view after dinner, I make ice cream desserts for children, I add lots of hand-made touches such as the outdoor baths, I had a wood burning stove installed in the lobby. These are things that I personally, perhaps due to being American, have added to Kamesei. But in extending this vision to the overall operation, should I expect non-Americans to include American-hospitality in their work? And I've always been fuzzy on just how much say I have in matters, as the mother-in-law is still technically the owner.

One other recent piece of critical advice was a reply to a questionnaire by one of our guests. They wrote:

"Japanese manners and customs (and mannerisms) must be hard to master for foreigners. But you already present enough of a Japanese-style hospitality towards the guests that you don't need to rely on the crutch of being an 'American innkeeper'. It would be difficult, but you should strive to be able to market Kamesei as providing the best of Japanese hospitality (regardless of not being Japanese yourself). It would make young Japanese people today ashamed."

Well, first of all, my goal in running Kamesei Ryokan is not to make young Japanese ashamed, it's to make young Japanese as well as all guests feel relaxed and give them a place to recharge their batteries. And while using my foreign-ness as a crutch or sales gimmick is something that should be avoided, I'll never be able to avoid being a foreigner. It is my hope to use the best of my American-style hospitality with the best of Kamesei's traditional Japanese-hospitality.




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