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Service with flexibility

She adds, "We have to be ready to notice what each of our guests may want in addition to our regular services."

That is why, she says, maids who look after guests a lot receive special training at Kagaya. The o-kami tells them about her own experiences and instructs them in the proper welcoming attitude, of course, but she also organizes monthly study sessions for them to learn how to give information and discuss local culture.

The o-kami encourages each maid who looks after guests to develop some cultural skill. She supports club activities for learning the tea ceremony, flower arrangement, Japanese traditional dance, the art of putting on a kimono and its accessories, and more. She encourages others to become qualified as personal care givers. "If our maids develop some cultural interest or master a skill, they develop into well-rounded individuals. This gives them additional conversational skills and helps them provide better services to our guests."

Employees qualified in personal care help elderly and disabled guests bathe in the hot spring. Others expert in the art of putting on formal Japanese wear are very helpful to guests attending a traditional wedding. Kagaya's ability to adapt services to individual needs is much appreciated.

"We have to meet their expectations, of course, but actually every day we try to learn how to exceed their expectations. In this business, no matter how well you do, you should always try to do better."