Concierges never stop thinking for their guests, making thorough and meticulous preparations at all times. At the same time, guests visiting BELLUSTAR TOKYO are incredibly diverse in terms of nationality, age, gender, and preferences. With each guest bringing their own unique requests, the way concierges respond naturally evolves accordingly.

Mori:“Guests visit BELLUSTAR TOKYO for a variety of reasons, including travel and special occasions. In particular, many choose our hotel to celebrate important moments. For that reason, we always keep a full set of balloons and decorations on hand. Whether it’s a birthday, a wedding anniversary, or a surprise to express gratitude to a loved one, our team of five concierges comes together as one—drawing on our imagination to prepare for any kind of celebration and ensure we are ready to respond to each request.”

When asked what kind of hospitality she has delivered in practice, Mori smiles and says, “I have countless memories with our guests.”

Mori:“One particularly memorable experience was when a guest requested to celebrate their partner’s birthday during their stay.
Originally, we had planned to offer a small amenity as a gift. However, the guest asked if it would be possible to create something a little more special. Although we had limited time, we began preparing as much as we could, including balloon decorations and table arrangements.”

Mori:“As we continued with the preparations, one of our concierges suggested that we also offer a surprise for the guest who had made the request. I was deeply moved by that idea, and in the end, we were able to celebrate both of them. When we later received a thank-you email from the guest, it truly warmed my heart.”

Mori says there have been many other moments too—for example, when a guest immediately hit it off with a driver she had arranged as their guide, to the guest’s great delight—and that the longer she works as a concierge, the more often she experiences such touching moments.

Mori:“We’re not seeking anything in return. Simply seeing our guests react with a ‘Wow!’ brings us great joy as concierges. Being able to spend each day surrounded by these moments of genuine delight is, I believe, one of the greatest rewards of this profession.”

The concierges at BELLUSTAR TOKYO have cultivated a rich and diverse style of hospitality by engaging closely with each individual guest. At the same time, because the hotel welcomes visitors from all over the world, Mori notes that they are often faced with unexpected situations.

Mori:“There was a time when a guest requested a reservation at a highly popular, high-end restaurant, and even after leveraging our entire network, we were unable to secure a booking. That was extremely frustrating.
At the same time, conversations with guests from overseas often make me aware of aspects of Japanese culture that are easy to take for granted. Things like the rush hour on trains or dining etiquette—there are many customs in Japan that feel completely natural to us.
If we can share these customs and manners in advance, it helps guests enjoy their trip with greater peace of mind. But there are also many instances where I only become aware of what feels uniquely ‘Japanese’ through conversations with our guests.”

She adds that, through these experiences, she has come to value a mindset of learning from her guests.

Mori:“Before becoming a concierge, I think I viewed Japan through my own personal interpretation. Hearing what kind of first impressions guests from overseas have of Japan, and what experiences they have had along the way, gradually changes the way I see my own country with each conversation. I find that feeling incredibly enriching, as if my spirit is being uplifted. I hope to continue valuing this mindset of learning going forward.”

Concierges guide each stay at BELLUSTAR TOKYO toward something truly special.
By engaging with guests thoughtfully and sincerely to turn their limited time into lasting memories, Mori believes that it is this steady accumulation of care that builds meaningful connections with each guest.

Mori:“As a concierge, I always strive to be a source of comfort and reassurance for our guests—a presence they can turn to without hesitation whenever they need support, someone approachable and easy to talk to. Rather than simply fulfilling requests, my ideal is to build a relationship in which guests feel they can speak to us about anything.”

Finally, when asked for a message to those who will visit BELLUSTAR TOKYO in the future, Mori smiles and says, “We would love for you to come and meet us.”

Mori:“First of all, I would like people to know that there is such an exciting and magical hotel here in Shinjuku, Tokyo. While its outward beauty is clear to see, BELLUSTAR TOKYO also possesses an inner beauty that is just as compelling. Our Associates, each with a beautiful spirit, will be here to welcome you, preparing special hospitality tailored to every individual guest. And together with our exceptional concierge team, I hope to continue growing myself so that I can keep shining on the stage that is BELLUSTAR TOKYO.”

May 2026

For additional interviews, we invite you to explore the article below.
→Interview with Anpo
Interview with Takahashi