Services
The Hotel Concierge Association is committed to fostering professional concierges and enhancing the value of the concierge profession in Japan.
We carefully preserve and pass on specialized techniques that are truly effective in Japanese hotel operations.
Corporate
Academy
Concierge
Development
Consulting
Instructor
Dispatch
Concierge
Academy
for Individuals
Corporate Academy Programs
We provide customized, tailor-made training programs for organizations engaged in service and hospitality, including hotels and accommodation facilities. These programs are designed to address on-site challenges and align with organizational objectives.
Our instructors, each possessing extensive frontline experience, deliver instruction with care and precision, covering the knowledge, skills, and mindset directly applicable to daily operations. By fostering an understanding not only of how to act but also of why such actions are taken, we aim to cultivate concierges capable of sound judgment and proactive initiative.
Incorporating the concierge perspective, our programs emphasize guest-centered service, effective responses to a diverse range of guests, and the enhancement of decision-making and responsiveness.
Programs Details
| Format | Level | Schedule | Total Duration |
|---|---|---|---|
| Online | From elementary to advanced levels | 2 hours per week for about 3 months | 24 hours |
| In-person | From elementary to advanced levels | 2 hours per week for about 3 months | 24 hours |
| Residential / Intensive | From beginner to advance levels | 4 consecutive days | 24 hours |
| One-on-one | From elementary to advanced levels | One-on-one (to be discussed) | 24 hours |
Consulting Concierge Development
We provide consulting services for the establishment and enhancement of concierge departments, operational improvement, and human resource development. Grounded in a thorough understanding of on-site operations, we offer comprehensive support ranging
from workflow optimization and the development of training systems to the design of effective staff development frameworks.
Our approach emphasizes practical and sustainable solutions, carefully tailored to the scale, needs, and unique characteristics of each facility.
Instructor Dispatch
We dispatch experienced concierge instructors to hotel schools, vocational institutions, in-house corporate training programs, and a wide range of seminars.
Drawing on real-world examples from frontline experience, our instructors clearly convey the essence of service, the philosophy of hospitality, and practical knowledge and mindset that can be applied directly in the workplace.
Program content is flexibly tailored to the participants’ levels and objectives, ensuring that each learning opportunity is both meaningful and highly rewarding.
Individual Academy Programs
We are currently developing a structured and practical training program for individuals aspiring to become hotel concierges, as well as for professionals seeking further growth in the field.
The program will primarily consist of online lectures, complemented by hands-on experiences and follow-up support, with the aim of creating a learning environment in which knowledge can be effectively applied in real-world settings.
Further details regarding the program launch will be announced on our News page as they become available.
Instructors
Masumi Tajima
After working as a bank secretary, Masumi Tajima joined the opening team of Hotel The Manhattan in 1991 as a Personal Concierge. She subsequently became Chief Concierge at the opening of The Westin Tokyo in 1994, and from 2004 also oversaw the Executive Club Lounge. In 2005, she was appointed Chief Concierge at the opening of Mandarin Oriental, Tokyo.
A member of Les Clefs d’Or Japan, she served as its President from 2011 to 2017.
・Co-author of Hotel Service English (Shibata Shoten)
・Formerly served as Director of Concierge Services at the Mandarin Oriental, Tokyo
・Current Executive Hotel Ambassador at the Mandarin Oriental, Tokyo
・Lecturer at Tokyo Hotel, Tourism & Hospitality College (THL)
Representative Director of the Hotel Concierge Association
Kay Abe
After working in the corporate sector, Kay Abe began her career as a concierge at the Yokohama Grand InterContinental Hotel in 1992. She later became a member of Les Clefs d’Or and, in 1998, was appointed President of Les Clefs d’Or Japan. She has played a significant role in expanding concierge networks both domestically and internationally, mentoring the next generation, and promoting greater recognition of the concierge profession in Japan.
In 2000, she received the Best Hospitality Prize of the Year from the Japan Hospitality Promotion Association in recognition of her exemplary service beyond the scope of her responsibilities. In 2014, she became the only active Honorary Member of Les Clefs d’Or
International.
・The author of Watashi wa Concierge, among other publications
・Formerly served as Chief Concierge at the Grand Hyatt Tokyo
・Specially Appointed Professor of Hospitality・Faculty of Tourism, Meikai University
・Honorary Member of Les Clefs d’Or
Director of the Hotel Concierge Association
Kazushi Kawamura
He has experience with JTB, Tokyo American Club as restaurant manager, and British Airways as cabin crew.
Leveraging his language skills, he served as an interpreter and coordinator for international students, then joined the Four Seasons Hotel Tokyo at Chinzan-so as a concierge. He participated in the opening of the Palace Hotel Tokyo as Assistant Chief Concierge and was a member of Les Clefs d’Or.
・Certified National Guide Interpreter (English)
・Former Assistant Chief Concierge, Palace Hotel Tokyo
・Part-time Lecturer, Faculty of Hospitality・Faculty of Tourism, Meikai University
Instractor, Hotel Concierge Academy
Experience
Corporate Academy & Consulting Services
Tokyo Marriott Hotel
⚫︎ Concierge Desk Launch (Basic Course / 6 months)
⚫︎ Concierge Service Consulting
⚫︎ Introductory Concierge Training (for Bell, Front Desk, and Guest Relations staff)
Hotel GrandBach Ginza
⚫︎Concierge Service Enhancement (3 months)
Instructor Dispatch Services
⚫︎Tsuruga Resort
New Employee Training Program (FY2025)
Tsuruga Tourism Talent Development Program (38th & 39th Cohorts)
⚫︎Japan Tourism Agency (JTA)
High-Value Inbound Tourism Destination Development Project (FY2024, Eastern Hokkaido Area)
Hospitality Enhancement Seminar for Accommodation Staff under the Model Tourism Destination Project (FY2025)
⚫︎Japan National Tourism Organization (JNTO)
Training Program for High-Value Tourism Service Guides (FY2023)
Luxury Travel Guide Training Program (FY2024 / FY2025)
⚫︎Training for Chauffeur Services Serving Luxury Hotels in Tokyo
Please note that the above represents part of our work. For the latest updates on our activities and achievements, please visit our News page.
About
Purpose and Role
As the only organization in Japan dedicated to the development of hotel concierges, the Association seeks to transform concierge training—traditionally reliant on on-the-job experience—into a structured learning system that can be systematized and shared across
the industry.
In collaboration with a team of highly experienced instructors who have long been active on the front lines as hotel concierges, we organize the knowledge, skills, and mindset truly required in the field, and provide opportunities for specialized and practical education and guidance. Through these initiatives, we are committed to enhancing the professionalism and value of hotel concierges in Japan.
For further details on our initiatives, please refer to the Services section.
As an educational institution, the Association maintains a neutral and independent stance while placing great importance on collaboration with hotels throughout Japan, related organizations, and industry professionals. We strive to reflect frontline perspectives and industry trends in our educational programs, offering learning grounded in the realities of hotel operations and evolving service standards, thereby bridging the gap between education and practice.
Furthermore, through the continuous cultivation of relationships with the hotel industry, we contribute not only to human resource development but also to the improvement of working environments and the establishment of sustainable career paths. Our aim is to create a foundation that enables concierge professionals to pursue their careers with pride over the long term.
Through education, training, and career support, our mission is to enhance the expertise and social value of hotel concierges, and to ensure that this profession is firmly passed on to future generations.
Learn more about our philosophy below.
Vision, Mission & Values
Vision
We strive for excellence and professionalism in the role of hotel concierge, contributing to society through the development of individuals who possess practical, field-ready skills and a genuine spirit of hospitality that can be applied in real-world settings.
Mission
- To provide structured training opportunities through which participants can systematically acquire the fundamental concepts, skills, knowledge, and response capabilities required of concierges.
- To cultivate job-ready professionals capable of responding with confidence and competence in accommodation and hospitality environments.
- To nurture, through practical and continuous instruction and feedback from instructors with frontline experience, individuals who can excel in the field as true hospitality professionals.
Values
- To cherish the essence of hospitality, finding fulfillment in bringing happiness to others.
- To continually ask “why,” and to think and act from the guest’s perspective.
- To value a mindset that embraces learning and applies it effectively in the workplace.
- To foster individuals who appreciate teamwork and can fulfill their roles through collaboration.
- To build a warm and supportive network in which experience and wisdom are shared.
Information
| Organization Name | Hotel Concierge Association |
| Representative Director | Masumi Tajima |
| Established | April 12, 2023 |
| Address | 7F Nihonbashi Daiei Building 1-2-6 Nihonbashi Muromachi, Chuo-ku Tokyo 103-0022, Japan |
| Corporate Number | 8010005036519 |
| Invoice Registration Number | T8010005036519 |
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