From Insight to Action
Omotenashi, Engineered
Hotel and Inn Consulting
We will help you create truly useful systems, focusing on hospitality and service quality, improving CS/ES, and supporting on-site improvements.
We approach service issues that tend to be subjective, combining data analysis and intuition, to derive optimal improvement measures. Furthermore, we value a support style that accompanies you from the implementation of the solution to actual operation.
"Data analysis x sensibility"
Identify and implement optimal improvement measures
Services
Improving service quality and hospitality
Formulating service standards and checklists
Mystery shopper (undercover survey)
The definition and spread of hospitality we aim for
Branding
Brand concept, target setting
New brand launch and rebranding support
Brand experience (service/product) design
Improve CS (customer satisfaction)
CS survey design (questionnaire creation)
Data analysis (surveys and reviews)
Extracting issues from data analysis and supporting improvements
Improve employee satisfaction
ES survey design (questionnaire creation)
Data analysis (surveys and turnover)
Extracting issues from data analysis and supporting improvements
On-site improvement and productivity improvement
Promoting improvement activities on-site
Productivity improvement (optimal staffing)
Skill map and manual creation
Training and Workshops
Hospitality training, CS workshop
Management training (problem solving, leadership, team building)
Profile
I previously worked at Okura Nikko Hotel Management Co., Ltd. for 18 years, where I promoted brand building both domestically and internationally, improving CS (customer satisfaction) and ES (employee satisfaction), developing hospitality, and improving hotel operations and productivity. At the time of my retirement, I served as deputy general manager, leading company-wide initiatives.
We will take a new step by going independent in September 2025. We will utilize our experience and knowledge to provide support mainly to the accommodation industry (hotels and inns).
We would like to share the know-how we have cultivated through trial and error in branding, improving CS/ES, and on-site improvements, and work with you to identify issues and implement solutions.
Eri Shimizu
Lives in Tokyo, born in Kobe, Hyogo Prefecture
After working for a major mail order company and a marketing research company, he worked for Okura Nikko Hotel Management from 2007 to 2025.
Completed Master's course at the Graduate School of Commerce, Kwansei Gakuin University
Completed Tama University Graduate School Service Science course
Hobbies: Traveling, running, Feel Cycle (dark bike)
Achievements
Past achievements
JDPower Hotel Satisfaction Survey "Hotel JAL City" (1st place in the mid-scale category in 2021)
JD Power Hotel Satisfaction Survey "Hotel Okura" (1st place in the 2025 Upper Upscale category)
JCSI (Japanese Customer Satisfaction Index) Survey Hotel Nikko (2nd place in the city hotel category in 2021)
Six of our hotels ranked in the top 20 of TripAdvisor's "Hotels with Delicious Breakfasts 2020"
Lectures and media coverage
Call Center/CRM Demo & Conference (July 2022)
"Hospitality and Inspiration in the COVID-19 Era: How to Balance EX and CX through Hotel Management"Event hosted by International Hotel and Ryokan (June 2019)
"New lifestyle hotel brand Nikko Style"Trust You Interview/Interview Article (May 2023) Article available here
Consulting track record
Luxury, long-established inn / CS survey design, data analysis (customer and guest record), room amenities and equipment revision, room rate setting, etc.
Luxury Hotel / International Hotel Rating Agency Star Acquisition Project Support
Resorts and hotels: Customer satisfaction and hospitality improvement, on-site improvement activity support
Foreign customer satisfaction survey company/Mystery shopper (specializing in lodging hotels and cruise trains)