Ichinoyu Co., Ltd.
[Your smile becomes money! ] Hakone Ichinoyu starts a “customer service evaluation allowance system” to pay employees who receive customer service evaluations
We will improve issues facing the entire service industry, such as resolving labor shortages, improving employee treatment, and maintaining motivation.
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Ichinoyu Co., Ltd. (Headquarters: Hakone-cho, Ashigarashimo-gun, Kanagawa Prefecture, Representative Director: Takaya Ogawa, founded in 1630), which operates hot spring inns in Hakone, is working to improve employee satisfaction and customer satisfaction. In order to improve the hotel’s reputation at the same time, we launched a “Customer Service Evaluation Allowance System” on June 1, which allows employees to increase their pay based on their own customer service.
■Realizing that “Customer service work is fun! And you can earn money!” The “Customer Service Evaluation Allowance System” is a system in which employees are paid an allowance of 500 yen per evaluation when they are evaluated in a customer questionnaire. Employees can increase their pay depending on their customer service, and the hospitality that customers feel will increase, making them happier than ever. As the level of customer service improves, the reputation of the inn also improves, making everyone involved with Ichi-no-Yu happy.
[Image 1: https://prtimes.jp/i/12033/228/resize/d12033-228-f57a90bc4d861615B51B-0.jpg &s3=12033-228-86D1E75B3A51F1A63F91C44B 86E-3900×2600.jpg]
Working in customer service is fun! And you can earn money!
■Issues faced by the service industry: Improving employee treatment, recruitment, reducing turnover rate,…
According to a survey by the Ministry of Health, Labor and Welfare, the turnover rate in the food service and accommodation industries in 2022 is 26.8%, the highest among all industries. Even at Ichinoyu, it is difficult to recruit employees who can work during the morning and evening hours (7:00 to 9:00, 17:00 to 21:00), which are the main hours for customer service, which are not generally easy working hours. There is an urgent need to improve the treatment of employees who are able to work during those hours, reduce turnover rates, and improve retention after employment.
[Image 2: https://prtimes.jp/i/12033/228/resize/d12033-228-1bc1db16f56fd90f07a4-3.png&s3=12033-228-6dd9dd3bed68fb469870b6aecb4fbc03-1358×894.png ]
(Source: Ministry of Health, Labor and Welfare – Overview of 2020 employment trend survey results:
https://www.mhlw.go.jp/toukei/itiran/roudou/koyou/doukou/23-2/dl/gaikyou.pdf) ■The company delivers “thank you” from customers as salary to employees. In Japan, where there is no culture of paying tips to employees who provide excellent customer service, how can we create a system in which employees who are highly evaluated by customers can receive higher salaries and continue to shine? With this in mind, we came up with the latest “Customer Service Evaluation Allowance System”. This is a system in which the company receives the “thank you” messages received from customer surveys and delivers them to employees as wages, and is applicable to all employees directly employed by Ichinoyu.
If one employee receives one evaluation per day, the monthly salary (approximately 20 working days) will be [20 days x 500 yen = 10,000 yen increase].
Regardless of position, age, gender, or nationality, employees who can provide excellent service will receive higher salaries, and those who are evaluated by customers rather than their superiors will shine, and by continuing to maintain high motivation, people working in the service industry will We will create a vibrant workplace where employees can feel that “serving customers is fun! And you can earn money!” Ichinoyu will continue to reform in order to become a company chosen by customers, employees, and society.
[Image 3: https://prtimes.jp/i/12033/228/resize/d12033-228-fb84996cea9e840cd0ee-1.jpg&s3=12033-228-da3c7f19425b2057d92be9ada48643aa-3900×2600.jpg] We will continue to take on challenges to become the company of choice. ■【Ichinoyu Co., Ltd.】
We currently operate nine inns and hotels in Hakone (Hakone Yumoto, Tonosawa, and Sengokuhara) and one in Nagano Prefecture, centering on the long-established hot spring inn “Ichinoyu Honkan”, which was founded in 1986. Our management philosophy is to “change the common sense of lodging and propose enrichment of daily life through lodging” through “value that is one step ahead” and “innovation and evolution.” We are always committed to contributing to society for people. Our entire company is united in our desire to move forward together with our customers.
・2008: Awarded the 4th “High Service 300 Selection” (sponsored by the Service Industry Productivity Council)
・2015: Received the 6th Kanagawa Tourism Award (sponsored by Kanagawa Prefecture)
・2018: Winner of the 4th Japan Tourism Award (sponsored by Japan Tourism Promotion Association)
【Company Profile】
・Company name: Ichinoyu Co., Ltd.
・Representative Representative Director Takaya Ogawa
・Capital 11,000,000 yen
・Established in 1630 (394 years since founding)
・Location: 90 Tonosawa, Hakone-machi, Ashigarashimo-gun, Kanagawa 250-0315 ・TEL 0460-85-6655
・URL https://www.ichinoyu.co.jp/
・Hakone Ichinoyu Online Shop https://ichinoyu.shop/
・Official Instagram ichinoyu_group https://www.instagram.com/ichinoyu_group/ ・Official Twitter @ICHINOYU_HAKONE https://twitter.com/ICHINOYU_HAKONE ・Official LINE https://lin.ee/jtAVPX8
・Email via official website “Inquiry” form
・Business content Chain management of hot spring inns
More details about this release:
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