A single treatment has the power to change a client's life.
Adjacent to Fuji Speedway, Japan's leading international circuit in Oyama Town, eastern Shizuoka Prefecture, Fuji Speedway Hotel offers spectacular views of Mt. Fuji.
The hotel also houses the Fuji Motorsports Museum, and guests can enjoy panoramic views of the circuit from their rooms and the cafe terrace. At Omika Wellness & Spa in the wellness annex, guests are soothed by the large public bath overlooking Mt. Fuji and original treatments incorporating the essence of Shizuoka.
We interviewed Mai Otsuka, Manager of Omika Wellness & Spa, about the ultimate in hospitality.
――Could you tell us about your journey to becoming the spa manager at Fuji Speedway Hotel?
Over a decade ago, when hotel spas were still rare in Japan, I learned about the profession of a therapist working in a hotel spa and became interested, which led me to become a therapist. After graduating from beauty school, I joined a foreign-affiliated hotel in Tokyo and gained experience as a hotel spa therapist, which had been my dream. Then, with the opening of Fuji Speedway Hotel, I joined as the spa manager.
――What do you consider the ultimate in hospitality?
As a therapist, having treatment skills is of course important, but I also try to pay attention to the "plus alpha" aspects beyond just technique. For example, I consider whether my footsteps make noise during treatment, if there are any jarring sounds, or if the tone and speed of my voice are comfortable for the guest. I feel that such thoughtfulness largely contributes to helping guests deeply relax.
Also, I make sure to value the foot bath time at the beginning of the treatment so that I can provide what the guest truly desires.
Even during the consultation before the foot bath, I ask about their preferred pressure, but during the foot bath, I try to sense what the guest truly needs through the tone and speed of their voice, and the content of our conversation.
――Could you share any specific anecdotes with guests?
Mai Otsuka, Manager of Omika Wellness & Spa
For example, there are moments during a session when guests surrender themselves, allowing us to share a truly wonderful space. Some guests are moved to tears beyond relaxation. It brings me great joy to think that I may have delivered what they needed at that moment, in some form.
Whether it's a cake served at the restaurant during their stay or a treatment, I keep in mind that such moments can become irreplaceable memories for our guests, and I strive to welcome them accordingly.
――What do you prioritize as a manager?
While I guide my staff to provide hospitality befitting a luxury hotel, I also believe it's crucial to create an environment where staff can work with peace of mind to foster a warm, relaxing space for guests. We value creating a team atmosphere where we can empathize with guests' feelings, whether they are happy or not.
Post-Interview Notes
Fuji Speedway Hotel opened in October 2022.
The hotel building, infused with motorsport and Shizuoka essences throughout, stimulates intellectual curiosity. In contrast, Omika Wellness & Spa, located in the wellness annex adjacent to the hotel building, offers an atmosphere of tranquility and warmth.
Listening to Manager Otsuka describe how she fully perceives various messages from guests, not just their spoken words, and then delivers treatments, I couldn't help but get goosebumps.
I was struck by the incredible attention to detail. It became clear to me that such accumulated small considerations, which might seem trivial, are what allow guests to experience deep relaxation and even感動 (deep emotion). Touching upon the hospitality of Fuji Speedway Hotel, with whom we have partnered since their opening, has given me renewed determination. We too will strive to deliver our products with even more meticulous care. (Interviewer: Natsuko Hayashi, CEO of NACHARAL)