TOKYU HOTELS & RESORTS CO., LTD.
TOKYU HOTELS & RESORTS CO., LTD. (Shibuya-ku, Tokyo, President and CEO Jun Murai, hereinafter referred to as "the Company") established the Sustainable Policy in 2019 to contribute to the realization of a "sustainable society" through its hotel business, and has set three sustainability goals: "Earth-friendly hotels, town-friendly hotels, and people-friendly hotels." We are pleased to announce that together with Mirairo Co., Ltd. (Yodogawa-ku, Osaka, President and CEO Toshiya Kakiuchi, hereinafter referred to as "Mirairo"), we will launch three initiatives focusing on "people-friendly hotels."
Three initiatives to become a "people-friendly hotel"
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Approximately 3,000 employees will obtain the Universal Manners Test (※1) Level 3 (by the end of March 2026)
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Update and nationwide rollout of the "TOKYU HOTELS Standard" (※2) based on the customer journey (scheduled for spring 2025)
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Improved information on the website for wheelchair users (scheduled for April 2024)
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Approximately 3,000 employees will obtain the Universal Manners Certification Level 3 (by the end of March 2026)
The Level 3 Universal Manners Certification is an introductory course on universal manners that teaches basic ways to interact with and speak to people with disabilities and the elderly. We aim to start taking the certification in October of this year, with all employees acquiring it by the end of March 2026. Furthermore, we will work to further increase knowledge of universal manners, such as encouraging employees in workplaces with many customer service opportunities to acquire Level 2 certification, so that people with disabilities and the elderly can have a more comfortable stay than ever before when using our hotels.
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Universal Manners Test
Sponsored and operated by Mirairo. Certified by the Japan Universal Manners Association.
Number of participants: Approximately 160,000 (as of March 31, 2023)
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Update and nationwide rollout of "TOKYU HOTELS Standard" based on the customer journey (scheduled for spring 2025)
In July of this year, we created a simplified customer journey with Mirairo using SHIBUYA EXCEL HOTEL TOKYU, which we operate, as a pilot hotel. Based on that, we will update the existing "TOKYU HOTELS Standard" that is deployed nationwide, and provide stable service at all hotels nationwide. In addition, after the updated version is deployed nationwide, we will collect the efforts at each hotel and update it as necessary to improve the service level.
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This customer journey is a simplified version designed for people with visual impairments, hearing impairments, and wheelchair users.
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TOKYU HOTELS Standards Duties that all employees must comply with, and the standards of conduct and procedures necessary for carrying them out
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Improved information on the website for wheelchair users (scheduled for April 2024)
Following advice from Mirairo, we will post the access route from the nearest station to the hotel front desk on our website and that of each store in a way that is easy for wheelchair users to understand. At points on the route where it is easy for wheelchair users to get lost, we will post images to make it visually easy to understand, enabling smooth access to the hotel.
To kick off this initiative, Mirairo President Kakiuchi gave a lecture in June of this year. The venue was attended by our company president Murai, as well as employees from the headquarters and the hotel where the event was held. The lecture was simultaneously streamed online and attended by hotel employees from all over Japan (40 hotels, a total of 150 people). The content was wide-ranging, starting with "What is a disability?" and going on to cover the history of people with disabilities in Japanese society, the current state of barrier-free access, the current expansion of social participation of people with disabilities, Kakiuchi's thoughts on the hotel, and how to deal with not only people with disabilities but also LGBTQ and the super-aging society.
Toshiya Kakiuchi, President of Mirairo
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profile
Born in 1989, from Nakatsugawa, Gifu Prefecture. In 2010, while studying at Ritsumeikan University's School of Management, he founded Mirairo Co., Ltd. The company offers services for a variety of people, including people with disabilities, such as the "Universal Manners Test" that teaches how to support people with disabilities and the elderly, and the "Mirairo ID," a digital version of the disability certificate. In 2016, he became an advisor to the Tokyo Organizing Committee of the Olympic and Paralympic Games. In 2022, he received the Business Leader Award from the Business World and the Golden Egg Discovery Project 2021 Grand Prix from the Business World. He is a member of the National Strategic Special Zone Advisory Council and makes recommendations on promoting universal design. -
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I have the opportunity to travel all over the country on business trips, so I tend to stay in hotels quite often, but as a wheelchair user, it can take a lot of time to find a hotel and stay there. I am very pleased and encouraged to be able to work with TOKYU HOTELS to not only learn how to interact with and speak to a diverse range of customers, but also to identify issues and improvement measures when actually using a hotel, and then roll them out to hotels across the country.
TOKYU HOTELS Sustainability Policy
As our sustainability policy, we have established three sustainability goals (visions we aspire to be) - an "Earth-friendly hotel, a city-friendly hotel, and a people-friendly hotel" - and six key sustainability themes (themes that we will focus on among social issues). With a deep awareness of the SDGs (Sustainable Development Goals), we will contribute to the realization of a "sustainable society" through our hotel business.
Overview of Mirairo Co., Ltd.
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8th floor, 3-8-15 Nishinakajima, Yodogawa-ku, Osaka
There are also Tokyo and Fukuoka branches.
- Representative
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Toshiya Kakiuchi, President and CEO
- Business Contents
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Research and consulting on universal design and universal manners
Planning, holding and running educational training on universal design and universal manners
TOKYU HOTELS & Resorts Overview
- Company Name
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TOKYU HOTELS & Resorts Co., Ltd.
- location
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〒150-0043 Tokyo Shibuya-ku Dogenzaka 1-10-7 Goto Educational Building 3rd floor
- Representative
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Jun Murai, President and CEO
- Business Contents
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TOKYU BRAND HOTELS, DISTINCTIVE SELECTION, and MEMBERSHIP-TYPE RESORT management (62 locations nationwide)
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Other PARTNER HOTELS (4 domestic, 3 overseas)
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Upcoming openings: 2024 SAPPORO STREAM HOTEL / STORYLINE Senaga Island