About Guest First

Guest First emerged in Tokyo's dynamic hospitality landscape over twelve years ago, founded by professionals who recognized the need for specialized consulting services that understand both international standards and local market nuances. Our journey began with a small team advising boutique hotels in central Tokyo, and has expanded to serve a diverse portfolio of hospitality businesses across Japan and the broader Asia Pacific region.

The foundation of our practice rests on the belief that successful hospitality operations require more than standardized solutions. Each property, restaurant, and tourism venture possesses unique characteristics shaped by its location, target market, ownership structure, and operational history. Our consulting approach acknowledges these differences while applying proven methodologies that enhance performance and guest satisfaction.

Throughout our years of practice, we have developed expertise across multiple facets of hospitality management. Our consultants bring experience from various segments of the industry, including luxury hotels, independent restaurants, tour operators, and destination management organizations. This breadth of knowledge allows us to provide comprehensive guidance that considers the interconnected nature of hospitality businesses.

We established our Tokyo office in the Ginza district to remain connected to one of the world's most sophisticated hospitality markets. The location provides direct access to a concentration of hotels, restaurants, and tourism enterprises, while positioning us to serve clients throughout metropolitan Tokyo and beyond. Our central location facilitates regular client meetings, site visits, and collaborative working sessions that are essential to effective consulting engagements.

The hospitality industry continues to evolve with changing guest expectations, technological advances, and competitive pressures. Our consulting practice adapts to these changes by maintaining current knowledge of industry trends, regulatory requirements, and operational innovations. We invest in ongoing professional development for our team and maintain networks with industry associations, suppliers, and international consulting partners.

Our client relationships often extend beyond initial consulting engagements. Many properties return to us for additional projects, strategic reviews, or ongoing advisory support. This pattern reflects our commitment to delivering practical value and building long-term partnerships rather than pursuing short-term consulting assignments. We measure our success by the sustained improvements our clients achieve in their operations and financial performance.

Our Consulting Methodology

Assessment and Analysis

Our consulting engagements begin with thorough examination of current operations, financial performance, and market position. We conduct site visits, review operational data, interview staff members, and analyze guest feedback. This assessment phase establishes a factual foundation for our recommendations and helps identify both immediate opportunities and longer-term strategic considerations. We employ standardized evaluation frameworks while remaining attentive to the specific circumstances of each client.

Strategy Development

Following our assessment, we collaborate with client leadership to develop strategies that address identified opportunities and challenges. Our strategic recommendations consider market conditions, competitive dynamics, operational capabilities, and financial objectives. We present clear action plans with defined priorities, resource requirements, and expected outcomes. The strategy development process includes regular discussions with stakeholders to ensure alignment and gather input from those who will implement the changes.

Implementation Support

Strategies require effective implementation to deliver value. We provide hands-on support during the execution phase, working alongside client teams to establish new procedures, train staff, and address challenges as they arise. Our consultants remain accessible throughout implementation, offering guidance on specific issues and helping adjust approaches based on initial results. We document processes, create training materials, and transfer knowledge to ensure clients can sustain improvements independently.

Performance Monitoring

We establish clear metrics to track the impact of implemented changes. Regular performance reviews allow us to assess progress, identify areas requiring additional attention, and recognize achievements. Our monitoring approach combines quantitative data with qualitative feedback from staff and guests. This ongoing evaluation ensures that improvements are delivering intended benefits and provides early indication if adjustments are needed. We prepare summary reports that document results and support continuous improvement efforts.

Our Consulting Team

Experienced professionals dedicated to hospitality excellence and client success

KM

Kenji Matsumoto

Principal Consultant

Kenji brings over fifteen years of experience in hotel operations and management consulting. His expertise spans revenue management, operational efficiency, and guest experience design. Prior to joining Guest First, he held senior positions with international hotel chains and independent luxury properties throughout Asia.

AS

Aiko Suzuki

Restaurant Consulting Lead

Aiko specializes in restaurant concept development and culinary operations. She has advised numerous dining establishments on menu engineering, kitchen design, and service standards. Her background includes culinary training in Tokyo and Paris, combined with business management expertise that bridges creative and operational aspects of restaurant success.

HN

Hiroshi Nakamura

Tourism Development Specialist

Hiroshi focuses on tourism experience design and destination management. He has developed travel products for tour operators, regional tourism boards, and hospitality providers seeking to enhance their tourism offerings. His work emphasizes authentic local experiences while ensuring operational viability and service quality standards.

Our Values and Commitment

Professional integrity guides every aspect of our consulting practice. We provide honest assessments of situations, acknowledge limitations of our expertise, and recommend only those services and approaches that serve client interests. Our reputation depends on delivering genuine value, and we prioritize long-term client relationships over short-term financial considerations.

Collaboration shapes our working style. We view consulting engagements as partnerships where client knowledge combines with our expertise to generate optimal solutions. This collaborative approach respects the experience and insights of client teams while introducing external perspectives and proven methodologies. We encourage open dialogue, welcome questions, and adapt our approaches based on feedback and changing circumstances.

Continuous learning remains essential in the dynamic hospitality industry. Our consultants stay current with industry developments through professional associations, industry conferences, ongoing education, and direct engagement with diverse hospitality businesses. We invest in understanding emerging technologies, evolving guest preferences, and innovative operational approaches that may benefit our clients.

Cultural sensitivity informs our consulting work in Japan's hospitality sector. We understand the importance of maintaining service traditions while incorporating contemporary practices. Our recommendations consider cultural context, communication styles, and organizational dynamics specific to Japanese business environments. This cultural awareness helps ensure that our strategies can be successfully implemented within existing organizational cultures.

Results orientation drives our project design and execution. We define clear objectives at the outset of engagements, establish metrics to measure progress, and focus our efforts on achieving tangible improvements. While we provide strategic guidance and knowledge transfer, we remain focused on practical outcomes that enhance operational performance, financial results, and guest satisfaction.

Partner with Guest First

Connect with our consulting team to discuss how we can support your hospitality business goals through professional expertise and dedicated partnership.

Schedule Consultation

Our Story and Expertise