As an information staff member, I mainly engage in guidance services. Specifically, I am stationed at the information center to monitor flights, make announcements including radio broadcasts, and respond to various customer inquiries at the information desk, such as airport facilities, flight statuses, and transportation options. Additionally, as a section chief, I am involved in staff development, providing training for new staff members through lectures and role-playing exercises. I also participate in follow-up training for staff, such as organizing service improvement trainings.
Meet Our Employees
We place great importance on sharing
both our enthusiasm for customer service
and our own experiences.
- Information Headquarters
Information Group
Information Section Team Leader - Joined the company in 2015
Work schedule
- Shift work between 6:20 and 23:30 (7.5 hours)
- 4 days on, 2 days off (or 1 day off)
Daily schedule
6:20～14:50
- 06:20
- Arrival and briefing
- 06:30
- Chief duties (checking materials to be sent to relevant departments, etc.)
- 09:00
- Information center tasks (in-house announcements, flight monitoring, telephone guidance, etc.)
- 10:00
- Break
- 11:00
- Patrol duties
- 12:00
- Training (lectures and role-playing)
- 14:50
- Leaving work
Q. About your current responsibilities
Q. Things that you find rewarding or important
The most rewarding aspect of this job is when customers feel that they made the right choice by relying on our information desk. Even though there are times when we are hit by difficult inquiries, I find fulfillment in providing the best guidance based on my knowledge and experience, and it motivates me to continue improving my skills. I also place importance on sharing my enthusiasm for customer service and my experiences with my younger colleagues, hoping to inspire similar passion in more staff members.
Q. Tell us about your experience when you first joined the company.
Before joining the company, I thought the job would be merely about memorizing the locations of airport facilities and providing guidance at the counter. However, after joining, I was surprised to discover the need for a wide range of knowledge, including flight operations, transportation information, products sold at the airport, and facility services. As I gained knowledge and became capable of providing satisfactory guidance to customers, I fell in love with the job and became determined to work harder.
Q. Tell us about a memorable episode from your work.
One of the tasks I am currently responsible for is improving Customer Satisfaction (CS) within our team. At the inception of the team, we aimed to bridge any gaps in understanding the concepts of hospitality in customer service. We identified staff awareness regarding mindset, knowledge, and appearance, and established a slogan that indicates the ideal approach to customer service for the entire information team. We also created CS-focused guideline as a team. This experience of working together to create something new was both challenging and enjoyable, and we continue to utilize the guidelines for new employee training. Through this job, I have also discovered a new sense of fulfillment in setting goals and rules, and shaping them with the input of others as part of my career growth.
Message
A message from the employee
While working, you may encounter things that you find "difficult" or "agonizing." However, I believe that overcoming these challenges is part of the job. It can be very difficult to learn the various tasks in information services at first, but the joy of overcoming these challenges through hard work is immense. We have plenty of supportive staff to help you translate your "difficulties" and "agony" into success. Let's work together as a team to increase the number of fans of New Chitose Airport and Hokkaido!
