INTERVIEW: Hakuba Onsen Ryokan SHIROUMA-SO |W| www.shiroumaso.com |E| shiroumaso@yahoo.co.jp
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Japan
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Toshiro Maruyama General Manager of Hakuba Onsen Ryokan SHIROUMA-SO
“We strive for a high level of service and demand the best of ourselves”
What is your current biggest challenge
challenge and it is one that I welcome and
competing on a global scale in a highly
enjoy taking on daily!
competitive industry? In this evolving marketplace, my preferred
What is a “FUN FACT” about your Hotel? My grandparents were originally local
In your opinion what is the most
farmers who enjoyed taking people in.
important factors of staying competitive?
Over the years this practice of theirs
strategy is to know one’s strengths and
developed
into
a
full-fledged
hotel
play to them rather than trying to be all
Again, you can never fool the customer,
business and the rest is history! Parts of
things to all people. This is not to say
and so in keeping with this line of thinking,
the original building still remain and can
we do not innovate, but rather I mean
our top priority is and has always been to
be seen in various places. Also, the affinity
the importance of being proficient in the
provide output above and beyond what
for farming continues as we grow our own
basics. Innovation and experimentation
people would expect. This is not always
vegetables which are hand-selected and
should come as a natural complement on
easy but it is the standard by which we
carefully prepared by my mother. So it is
top of the basics. We work to stay true to
hold ourselves to. We place ourselves in
very much still a family affair and it is this
our originality and spirit of service, and our
the customer’s shoes to better see their
homey atmosphere and hospitality that
strength lies in what we do and how we
perspective.
It is from this standpoint
is the heart and soul of what we do. In
do it. We always make sure our integrity
that we gain insight that allows us to
addition to that, we offer a full cultural
remains intact. This is the most important
raise our internal expectations in an
experience where customers can take part
lesson and something customers recognize
“adjust & improve” process that enhances
in Taiko (Japanese drumming), Mochitsuki
and appreciate.
the experience and provides the best
(traditional rice-cake making), and Sake
welcome possible.
(rice wine) tasting.
Therefore, our biggest
challenge is one of continuity. In running a business there are always circumstances and issues that come up. But despite this we must continually perform and adhere to the highest levels of service. This is the