Ian Jordan | Consultant

Based in Tokyo for most of his career, Ian has a unique inside understanding of the application of the Japanese approach to hospitality, known as omotenashi, and how this can benefit companies and elevate their customer service capabilities to the next level.

Ian has over 20 years of experience training hospitality in many of Tokyo’s five-star hotels. This experience has given him an insight into the Japanese art of hospitality and its implementation. Ian shares this know-how with the world through seminars, training and consulting in both Japan and abroad.

Ian is a guest-focused, motivated, and dynamic hospitality leader, with strong customer relations and quality assurance expertise, driving increased client satisfaction, return business, and profits.

As a Japanese hospitality consultant, Ian brings a proven and successful background in promoting business growth fundamentals, strategic planning, organisation, and successful team leadership, while consistently meeting and exceeding enterprise expectations, through achievements, recognitions, and promotions.

Ian is also the author of How to Up-sell your Hospitality Business. “Never Saying No.”, published in Japanese by Kodansha, Japan’s largest publishing company.

Expertise

Hotel and retail customer service improvement
Customer service and customer satisfaction (CS) training and consulting
Japanese culture and customer service seminars
Overseas application of Japanese customer service approach
Up-selling and cross-selling techniques for customer service

Experience

Palace Hotel Tokyo – Guest Service Training Manager

Leveraged long-standing hospitality expertise in designing, and conducting staff training programs, offering significant improvements to staff activities, hotel inspection reports, and customer satisfaction ratings. Oversaw, coached and motivated new employees, existing staff, and management professionals, through detailed orientations, weekly training sessions, and performance incentives. Implemented ‘train the trainer’ seminars.

Hotel Chinzanso Tokyo – Senior Guest Service Manager

Spearheaded all guest arrival services, attending to special needs and VIPs. Continuously improved all guest service experiences, decreasing turn around times, and collaborated with teams and leaders in providing the best possible service to clients. Authored an original hotel publication and promotional video to encourage higher hotel visibility, and branding. Designed all new hotel inspection procedures and initiated an improved guest complaint management system, overseeing all guest complaints, and providing immediate remediation in an effective, and solution-oriented manner.

Japan Hotel School – Lecturer

Lecturer at a private vocational educational institution in Tokyo dedicated to delivering education to professionals in the hospitality and tourism industry.

Four Seasons Hotels and Resorts – Guest Service Staff Trainer

Delivered training to new and existing staff members on core guest service standards, and drove a solid service culture environment. Implemented staff and guest training programs, achieving a 100 percent approval score during an internal mystery guest visit. Evaluated all current processes seeking improvements, managed performance issues, and implemented changes that resulted in continual achievement of expected KPIs.

Other Shinka Management Team Members