TOKYO —

These are tough times for the hotel industry but if you have a good product, then guests will come. The Ritz-Carlton, Tokyo, is proving that. Since it opened in spring of 2007, the 5-star hotel has consistently remained popular with the city’s movers and shakers.

Occupying the top nine floors of the city’s tallest building in Tokyo Midtown, the Ritz-Carlton has 248 guest rooms, including 36 suites and Club Level rooms. A typical Ritz-Carlton experience includes deep-soaking tubs, rain showers, two televisions, Internet access, dual-line telephones, fine dining at Restaurant Forty-Five and Hinokizaka, as well as the ultimate in pampering at the hotel’s Spa and Fitness by ESPA.

In charge of the hotel’s operations is Francois Cnockaert, who recently took over as general manager. Born in Normandy, France, Cnockaert earned a Bachelor of Accounting degree in Rouen, France, and a Degree in Hotel Management from the Lausanne Hotel School in Switzerland. Cnockaert, who began his Ritz-Carlton career in 1993 in California, assisted with the opening of the Ritz-Carlton, Osaka, in 1997.  Most recently, he was the General Manager at The Ritz-Carlton, Guangzhou, but his career also includes hotel positions around the world, including Philadelphia, Jakarta, Mumbai, and Seoul.

Japan Today editor Chris Betros visits Cnockaert to hear more.

What got you interested in the hotel industry?

I always wanted to be in the hotel industry. When I was 12 or 14, I would ask mom and dad to give me cooking pots and knives for birthday and Christmas gifts.

What was your very first hotel job?

It was in a small hotel in Switzerland for the summer. I was 16 and worked as a pot washer in a hotel restaurant. I learned a great deal, not especially about how to wash pots the best, but about the hotel trade and the value of hard work.

What appeals to you now about the hotel business?

Serving people appeals to me most of all. That is what we are about. 

Having worked in many countries, do you notice any differences in work ethic?

In the hotel industry, the way of thinking doesn’t change from country to country. We are all in the business to serve people. What changes is how you serve your guests. In Japan, you’ve got to do things the way Japanese people expect, just as you would with local guests in China, in France and so on.

For example?

When Japanese guests come to our hotel, they want to be escorted to the club lounge and they want to be offered tea or fresh orange juice and they want to have everything explained to them. On the other hand, American guests are more likely to just want to be taken to their room straightaway. They don’t mind if they have to carry their luggage themselves.

What percentage of your guests are Japanese?

Currently, it is 70% Japanese and 30% foreign. We get a lot of repeat visitors, which is a key factor for us.

Do you feel it is important for you to be in the lobby constantly greeting guests?

It’s always a pleasure to greet guests but I don’t want to do it in a way where it is forced onto them. Some guests don’t care who the GM is, and that’s fine.

What are the Ritz-Carlton’s strengths?

Our people, our service and our dedication to creating a memorable experience for each and every guest. Our employees are encouraged and empowered to do whatever it takes to make our guests happy.

How are you coping with the recession?

In these times, our customers demand better value, and the way to do it is by reviewing our processes so that we can do things better, faster and in a more cost-effective manner. But really, it’s more about adding value rather than just reducing rates.

How about your wedding business and other facilities?

Our wedding business is still very strong. The banquet business has seen a little slowdown but I foresee it coming back strongly for the latter half of the year because I think corporations will resume with their business events. Our restaurants are doing well, though we will look at how we can enhance value. The spa remains popular and memberships are increasing.

Do you check out your competitors?

I stayed in a competitor’s hotel one weekend and informed the GM in advance. I want to see the competition to understand their products and services. After I know that, then I can focus on our hotel and improve upon what we are doing. It’s not a question of copying anyone else. We just need to improve what we are doing.

Are you a hands-on GM?

I think I have to be involved in whatever issues are most important on any given day, whether it is product, facilities, guest relations or meeting with employees. That’s the nature of the job.

What is a typical day for you?

Right now, I am living in the hotel and am working seven days a week, from around 7 a.m. until 8 or 9 p.m. But I am looking for a place outside because I think it provides a more balanced lifestyle.

How do you like to relax when you are not working?

I love sports, food, cooking and entertaining. I have a 19-month-old son and I love to spend time with him.

For more information, visit www.ritzcarlton.com

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9 Comments

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  Yelnats at 02:11 PM JST - 3rd September

  Sounds like a nice place to stay if it can be afforded.

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  LoveUSA at 06:42 PM JST - 3rd September

  He is a very good manager!

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  LoveUSA at 06:44 PM JST - 3rd September

  I always wanted to be in the hotel industry. When I was 12 or 14, I would ask mom and dad to give me cooking pots and knives for birthday and Christmas gifts.

  This is a little bit ...

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  usaexpat at 11:24 PM JST - 3rd September

  Ritz Carlton is a nicely run hotel worldwide. I try to stay at the Ritz, Intercontinental or Le Meridien wherever I travel.

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  tokyotom at 01:52 AM JST - 5th September

  for some people, money is not a concern, that is what ritz carlton is for

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  chotto at 09:05 AM JST - 8th September

  Are there any Japanese GMs at any of the big brands in Tokyo?

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  herefornow at 03:03 PM JST - 8th September

  If by "big brands" you mean Ritz-Carlton, Hyatt Grand, Peninsula, Hilton, Westin and Shangri-La, the answer is no. But, of course, the GM at The Imperial is Japanese.

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  Weasel at 04:21 PM JST - 12th September

  Unless there's the 6'o clock all-you-can-drink social hour available to guests, it's just another over-priced hotel.

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  humblesamurai at 10:15 PM JST - 8th October

  These are tough times for the hotel industry:....... Not with TABE.HOUDAI in the hotel.

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