“Never Say No to Guests”: The Royal Club’s Hospitality
The ROYAL ISM Vol.3
We interviewed staff members active in various areas of the hotel about scenes and episodes from the field.
“The Royal Club,” an exclusive floor reserved for club members featuring only 62 rooms, offers warm hospitality that ensures an extraordinarily luxurious stay. The RIHGA Royal Hotel Osaka’s classic, exquisite hospitality, honed through its experience in hosting numerous esteemed guests, guarantees each stay is unforgettable. The staff members, who make it all possible, welcome guests with integrity each day. In this interview, Manager Nishitani Miki, who has welcomed guests for over 20 years at both the newly reopened “The Royal Club” and its predecessor, “The Presidential Towers,” shares her story.
“It is our fundamental policy to never say no to our guests’ requests. That said, there are indeed certain things that are beyond our capabilities. Even then, we make every effort to accommodate our guests and avoid saying no. One of the requests we often receive is to organize surprises for anniversary celebrations. While striving to make everything requested happen, if it proves difficult, we offer alternative suggestions and carefully craft a plan that satisfies our guests.”
Surprise proposals are particularly popular requests. Failure is not an option when planning such a significant once-in-a-lifetime event. All staff members, from the front desk staff to room service attendants and restaurant employees, work in unison to create a one-of-a-kind, extraordinary experience for guests and their special someone.
Manager Nishitani recalls a particularly memorable surprise proposal request from a male guest. The plan was as follows: first, the couple enjoys dinner at the restaurant. Then, the man invites the woman to take a walk around the hotel, leading her straight to the hotel chapel. As they enter the chapel, the staff turns the light on, and the man proposes to her while the music he’s selected plays in the background. In their hotel room, rose petals arranged in a heart shape on the bed, with a bouquet placed right in the center, await her. The proposal was a huge success, but the story doesn’t end here.
“After the successful proposal, the couple held their wedding ceremony at the hotel, officially becoming a married couple. Since then, they’ve visited the club’s exclusive floor every year, and we’ve been photographing them to commemorate their visits. After their honeymoon days, they welcomed their first child, and now they’ve been blessed with three children. Their eldest is already in high school. Seeing the kids grow up each year is truly a delightful privilege. Their daughter said, ‘I want to get married at this hotel where Papa proposed to Mama,’ which made us even happier.”
Some of the longtime guests have maintained their loyalty for four generations. It’s not uncommon for such guests to bring their entire families during the New Year’s holidays. On such occasions, it is imperative to recognize not only their faces and names but also their relationships to each other, ensuring a proper welcome to all of them.
”Our loyal guests have sophisticated eyes, palates, and sensibilities. For their satisfaction, we constantly update our knowledge, striving to elevate their experience with each visit. The most challenging part is offering hospitality that feels ‘just like always.’ It’s crucial that each staff member thinks deeply about the essence of the signature hospitality of the RIHGA Royal Hotel and works accordingly.”
With a wealth of experience in accommodating a variety of esteemed domestic and international guests, Manager Nishitani manages front desk operations while also serving as a hospitality instructor for the RIHGA Royal Hotel Group, passing on her expertise in the principles of “hospitality” to new hires and other staff members.
“The five principles of hospitality encompass greetings, appearance, facial expressions, language, and attitude. You must ensure that you appropriately exemplify these five principles when instructing others. I am continuously learning and developing myself by mentoring others. However, ‘The ROYAL-ISM’ isn’t solely founded on these five concepts. ‘Individuals’ are the backbone of it all. Therefore, it is of utmost importance that the unique talents of each individual harmoniously unite, functioning as a team.”
No matter how difficult the task seems, we never consider no as an answer. We approach each request with sincerity and work as a team, utilizing all of our strengths. We constantly strive not only to elevate each individual’s level of hospitality but also to foster collective growth through collaborative efforts.
“Our ability to unite as one, no matter how big the obstacle, is the foundation of ‘The ROYAL-ISM’ and our greatest asset.”
This unwavering confidence we have in ourselves inspires us to consistently do our best to offer exceptional hospitality that captivates royalty and VIPs from around the globe.
Text by Kori Mae
The Royal Club
“The Royal Club,” an exclusive floor reserved for club members, features only 62 rooms. Experience the hospitality of the highest quality that guarantees an extraordinarily luxurious stay.
RIHGA Royal Hotel Osaka, Vignette Collection
TEL +81 (0)6-6448-1121
5-3-68 Nakanoshima, Kita-ku, Osaka, JAPAN
