Yomiuri: Japanese hotelier talks of dreams at fabled Plaza Hotel
Keisuke Okutani...has worked for 10 years at the Plaza...While Plaza employees all demonstrate the high standards of service, behavior and manners that the hotel is so proud of, they also expect certain qualities in their customers...Unfortunately, Japanese guests have sometimes disappointed Okutani due to their ignorance of what it means to stay at a "grand" hotel, and for a lack of understanding of the cultural differences among Westerners and Japanese..."Japanese believe the customer is king and allowed to do anything. In the United States, everyone is more or less equal. This applies to the relationships between customers and hotel employees, too. Even if they are rich, the Plaza does not want customers who have an attitude of superiority," he said...more...
