Transforming Customer Experience at Sheraton Okinawa Sun Marina
This article explores innovation in service management: how a corporate philosophy can lead to innovation from the back office to the contact points with the customer. We interview Jean-Raphael Felus, General Manager of the Sheraton Okinawa Sunmarina Resort. We also hear from recent GLOBIS graduate and current employee Tracy Acosta. CV: Jean-Raphael, you must have seen a lot of change throughout your impressive career in hospitality and services. What seem to be the highlight
Why I Left My Job and Moved to the Japanese Countryside
by Karl O’Callaghan, Globis Faculty Last year, I made the difficult but correct decision to leave my main job in Tokyo and move with my family to a city just outside Himeji in Hyogo Prefecture. When I tell people about my decision, they usually react in one of two ways: They stutter and are not really sure of what to say. While remaining polite, their eyes suggest they’re thinking, “Are you mad?” Then they recover their composure and ask me what job I do. Or they smile and sa
