Turn anything into fun.
4 days of staff working at an airport hotel
The Royal Park Hotel Tokyo Haneda /Manager Azusa Kuroki
At the airport hotel, where people of different nationalities, destinations, and length of stay can relax, there are staff members working hard to provide them with a moment of relaxation. This time, we will be following the work of Azusa Kuroki, manager of The Royal Park Hotel Tokyo Haneda who has been with the hotel since it opened. We will unravel the thoughts of the staff working hard at the airport, an "extraordinary place within the ordinary."
CHAPTER01
Routine preparation,daily changing atmosphere
- #Day1
- Tokyo Haneda check-in peaks at night
This is Haneda Airport's Terminal 3, the gateway to Japan.
The Royal Park Hotel Tokyo Haneda is connected to the departure lobby on the third floor, bustling with people carrying suitcases and filled with the constant sound of announcements in both Japanese and English. Manager Kuroki has been with the hotel since it opened in 2014.
``When an emergency situation occurs, I get a little nervous, but as a person in charge, I always try to stay calm.I don't get nervous or panic anymore.'' When she says this, the gentleness and dependability of a veteran exudes in her tone.
- #Day2
- Reaffirming the meaning of working at Japan's gateway
“What is important to you when working at a hotel?”
When asked this question: ``It was my third year at the company, and a Western person came to check in, so I casually responded in English, and he said, ``Why are you speaking in English?I live in Japan.'' , you judged me based on the color of my eyes and skin.'' I was unconsciously judging people based on their appearance, and sometimes I was unconsciously hurting others... "and. This incident is something he still remembers.
What exactly happened to the customer who kindly but harshly said to me, ``You're working at the gateway to Japan?''... When I asked them what happened after that, I heard that they were using it more often than I expected. Although there are times when he receives harsh criticism and painful experiences that make him reconsider himself, ``I still enjoy my work.'' That's why I want my juniors to learn the joy of work that is expanded by having a variety of options, rather than just following a manual.
CHAPTER02
It's like a foreign country. Japan's onlytransit hotel
- Day3
- Pass through the door and enjoy a moment of hospitality before departing.
This is the departure area where passports and security checks are normally required. In order to work there, you have to go through a security check just like any other passenger, and even staff like Manager Kuroki, who has been with the company for nearly 10 years, are nervous when they go through the security check.
The intense yet quiet conversations at the transit hotel are sure to be a soothing experience for overseas travelers.
- Day4
- Layover⁉︎Site suddenly becomes hectic
Meanwhile, the light on the phone lights up. Manager Kuroki immediately headed from the backyard to the front desk and looked at the flight schedule.
When I asked her, ``What's going on?'' she said, ``It's a layover (a major delay or cancellation due to some kind of problem),'' and her face became a little grim.
Among transit hotels that are greatly affected by flight conditions, layovers due to weather or equipment problems are particularly hectic. In addition to a sudden influx of customers following directions from airlines, the front desk quickly becomes crowded as pilots and other airline staff also seek rest. I have to deal with it alone... Even for veterans, the hardest part is dealing with layovers.
When I asked her this question at the transit hotel, where she had regained her composure, she gave me a typical positive answer.
"There are times when I'm feeling down, but it's only at those times that wonderful communication with customers emerges. When I receive gratitude, it makes me want to work a little harder."
CHAPTER03
Haneda's current statefrom its opening to the coronavirus pandemic
"I'm really grateful that it's close to the boarding gate."
These are words he often heard when he opened his business, but several years later, the coronavirus pandemic hit. After seeing a deserted airport that no one has ever seen before, life is finally returning to normal.
As she speaks, her demeanor oozes dignified beauty and a sense of security. It's been 10 years since I realized my dream of working at an airport. He is now in a position where even his juniors rely on him, and he is watching the future of Tokyo Haneda from a broad perspective.
``We have a hotel in a convenient location near the airport, so we would like many people to use it, but public awareness is still low.We will make sure that Royal Park's name becomes the first choice when choosing a place to stay. For this reason, I would be happy if Japanese customers would spread the word about Tokyo Haneda overseas."
I wonder what the weather will be like today.
I wonder what will happen next.
Because the airport is located in a stressful area, there are many things to check in parallel with work. The atmosphere changes rapidly. However, the combination of "airport and hotel" must be the calling of Manager Kuroki, who truly enjoys interacting with people from all over the world.
At the front desk, each person uses their own knowledge to guide customers to recommended sightseeing spots. Even today, she calmly watches over the situation.
``Even if the customer is happy today, it doesn't necessarily mean that the next customer will be happy.I struggle every day because I don't have an answer, but that's why when the hotel staff is completely satisfied with the customer's request, I feel it's rewarding to work as a staff member. When you have a lot of options, you can enjoy your work more. This is something I want all of my junior staff to know."
Tokyo Haneda is a place where people from various countries come and go, and where unexpected events sometimes happen. What emerged from Manager Kuroki's four days working there was the spirit of a hotel staff member who never forgets to have fun no matter what.
- This article and images are current as of October 2023.
The Royal Park Hotel Tokyo Haneda