Haute Grandeur, The Best in Hotels™ June 2016

Page 64

INTERVIEW: Hakuba Onsen Ryokan SHIROUMA-SO |W| www.shiroumaso.com |E| shiroumaso@yahoo.co.jp

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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






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


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