Author Information

Ayako NakaiFollow

Author Bios (50 Words for each Author)

In the Past

Two years working as an associate professor

at the faculty of International Tourism Management, Toyo University

Ph.D. from Waseda University

M.A. from Institute of Education, University College London

These days

Interested in strategies of attracting customers in hospitality industry amid the pandemic

Abstract (150 Words)

This study investigated all the Forbes five-star hotels’ crisis response strategies in Tokyo for retaining guests amid the COVID-19 pandemic in 2021. The official websites and Instagram accounts of the hotels were collected from January 2021 to 2022. The author stayed at each of the examined hotels for a night. Five strategies are discovered: (1) excellent hygiene and safety qualities confirmed by a third party, (2) collaboration with other brands, (3) exclusive afternoon tea experience with personalized service, (4) all-inclusive hotel stay package plan, and (5) a dog stay program. In 2021, the hotels received health security verification from Forbes Travel Guide, initiated collaborations (such as ryokans), and introduced an all-inclusive stay plan such as cruises, breathtaking afternoon tea with a flower bouquet according to each guest’s taste, and dog-friendly stay plans. These strategies enabled guests to fulfill their interests and drove their decision to stay, even during the pandemic.

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What are Forbes Five-star Hotels’ Crisis Response Strategies to Retain Customers in Tokyo amid the COVID-19 Pandemic in 2021?

This study investigated all the Forbes five-star hotels’ crisis response strategies in Tokyo for retaining guests amid the COVID-19 pandemic in 2021. The official websites and Instagram accounts of the hotels were collected from January 2021 to 2022. The author stayed at each of the examined hotels for a night. Five strategies are discovered: (1) excellent hygiene and safety qualities confirmed by a third party, (2) collaboration with other brands, (3) exclusive afternoon tea experience with personalized service, (4) all-inclusive hotel stay package plan, and (5) a dog stay program. In 2021, the hotels received health security verification from Forbes Travel Guide, initiated collaborations (such as ryokans), and introduced an all-inclusive stay plan such as cruises, breathtaking afternoon tea with a flower bouquet according to each guest’s taste, and dog-friendly stay plans. These strategies enabled guests to fulfill their interests and drove their decision to stay, even during the pandemic.