Not only relaxing, but also enriching your life

KAI Enshu is a hot spring ryokan by Hoshino Resorts located on the shores of Lake Hamana.
As you step inside, the aroma of tea from a tea censer tickles your nostrils. In the tea cellar, where over 12 kinds of Shizuoka tea are always available, you can compare as many teas as you like, and in the large communal bath, you can immerse your whole body in tea in the "Tea Ball Bath." Fabrics of Hamamatsu's traditional craft, Enshu cotton紬 (tsumugi), are placed throughout, expressing local culture in an innovative way.

We interviewed Mr. Koki Okada, the general manager, about the hospitality at KAI Enshu.

We have had several opportunities to consult with staff from various departments, and we observed that each staff member actively proposes solutions to problems. How is your operation structured?

"KAI Enshu" is characterized by tea and traditional crafts such as Enshu cotton.
We have always been particular about how our staff conveys these charms to our guests during their stay.
This kind of stay experience is considered not only through the staff's actions and words, but also through the entire space.

The staff at KAI Enshu are involved in all aspects of operations, including check-in and check-out, front desk duties, preparing meals, and cleaning guest rooms. Because they are involved in all tasks, each staff member can accumulate insights from various departments.

We actively adopt staff suggestions as long as they do not deviate from the brand concept of the hot spring ryokan "KAI." We pursue services that truly meet our guests' needs, not only through guest questionnaires but also by paying attention to the usage of amenities in guest rooms and large public baths.

What is the most important thing you value during a guest's stay?

Of course, we want our guests to relax physically and mentally and return home feeling re-energized, but I believe that learning and discovery for our guests are also very important. We hope that a stay at KAI Enshu will lead to a richer life for our guests.

At "KAI," we offer "Gotochi-raku" (local delights), a hospitality experience where guests can enjoy traditional crafts, performing arts, and local cuisine to savor the unique charms of the region. At KAI Enshu, we offer "Bicharaku," a local delight that teaches guests how to enjoy delicious sencha green tea. To fully appreciate the authentic taste of sencha, the program content changes with the seasons. It's very important to provide guests with such learning and enjoyment, for example, when they return home and brew tea just as they learned at KAI Enshu, and it tastes delicious.

Also, something we are thinking about throughout the Hoshino Resorts group is this:
Before COVID-19, we wanted to attract as many customers as possible.
After COVID-19, should we really aim to increase sales by seeking a large number of customers?
We are reconsidering this once again.

We are once again thinking that forms of travel that take into account not only the profits of us as operators and our customers, but also the local community and environment, will become important in the future. We call this Responsible Tourism.

Hoshino Resorts originally started as a single ryokan, "Hoshino Onsen Ryokan," in Karuizawa.
Hoshino Onsen Ryokan developed while solving local issues, such as how to coexist with bears and how to revitalize the region. After the COVID-19 pandemic, we believe that continuing efforts that benefit both our business, our customers, and the local community will lead to our continued development.

Mr. Koki Okada, General Manager of Hoshino Resorts "KAI Enshu"

How can we contribute to the local community?

Research shows that 70% of CO2 emissions in tourism are related to transportation. Therefore, we suggest staying for multiple nights rather than just one night to reduce the environmental impact of tourism by decreasing round-trip traffic. Additionally, we are working to increase opportunities for guests to engage with the local community, such as offering a tea hand-rolling experience during the new tea season with local tea farmers during their stay.

At KAI Enshu, there is a courtyard with azaleas and tea plants planted alternately. Once a month, staff and local tea farmers visit each other to provide guidance on tea cultivation, strengthening ties with the community.

We are constantly thinking about how we can support local tea farmers by collaborating with businesses that share similar philosophies, such as NACHARAL.

Post-interview notes

The spectacular view of Lake Hamana, the aroma of tea permeating the inn, kaiseki cuisine featuring abundant seafood and mountain delicacies of Shizuoka tea, the warm texture of Enshu cotton, and the warm smiles of the staff—KAI Enshu offers a wonderful stay that stimulates all five senses. During my private stay, the staff provided coordinated greetings and thoughtful care, offering warm hospitality. I learned about the daily dedication of the staff and their commitment to the local community that underpins this.

While I have always considered "how to help customers relax" through our products, Mr. Okada, the manager, thinks beyond relaxation, and his words, "I want to enrich the lives of our customers," resonated deeply with me.

Furthermore, after hearing Mr. Okada speak about Responsible Tourism, I felt it was important to create opportunities for our customers, who use our products, to learn about the local community and environment surrounding tea. (Interviewer: Natsuko Hayashi, CEO of NACHARAL)