#Japan #Tokyo #Accessibility #Tokyu Hotels #Universal Service Expo

Tokyu Hotels' Commitment to Accessibility

On June 16, 2025, Tokyu Hotels & Resorts Inc. organized the first Universal Service Expo at the Excel Hotel Tokyu in Futako-Tamagawa, Tokyo. This event aimed at deepening awareness about universal service—ensuring that everyone, regardless of ability, age, or nationality, can access hotel services equally. A total of 81 staff members, comprising 64 from various Tokyu hotels and 17 at the headquarters, gathered to engage in firsthand experiences surrounding accessibility.

Growing Need for Universal Services

The necessity for universal service solutions in the hospitality industry is becoming increasingly critical. Factors such as an uptick in foreign visitors and the aging population highlight a pressing need for hotels to accommodate everyone, including those with disabilities. Feedback from hotel staff indicated uncertainty regarding the adequacy of accommodations for guests with disabilities. To address these concerns, Tokyu Hotels initiated an online training program named Universal Service Expo ZERO in December 2024, aimed at laying the foundation for ongoing learning in universal service practices.

Focus on Real Experiences

The Universal Service Expo 1 was an embodiment of this educational effort, focusing on real experiences to identify unrecognized issues and formulate solutions. Participants engaged in various activities, emphasizing practical learning that can't be achieved through traditional lecture formats. Key activities included:

1. Emergency Support Training: Staff practiced assisting wheelchair users during evacuations, simulating actual scenarios to develop response skills.
2. Barrier Experience: Participants navigated a series of obstacles, including ramps, uneven surfaces, and tight spaces, to understand the challenges faced by wheelchair users.
3. Access Route Validation: Staff members evaluated the accessibility of routes from Futako-Tamagawa Station to the hotel, analyzing the accuracy and utility of information displayed on the hotel's official website.
4. Equipment Demonstration: Attendees explored accessibility tools such as non-slip mats and grab bars, learning their proper usage and advantages.

Continuing Commitment to Universal Services

Tokyu Hotels & Resorts intends to host the Universal Service Expo annually moving forward. This commitment reflects a dedication to turning hotels into welcoming environments for everyone, particularly for those who rely on wheelchairs or have other accessibility needs. The ultimate goal is to establish Tokyu Hotels as synonymous with universal service excellence.

Reflection and Feedback

The Expo not only aimed to enhance understanding among staff but also served as a platform for feedback and reflection on current hotel practices. Participants expressed critical insights, acknowledging that most environments are designed from able-bodied perspectives and that there is a need to seek better solutions, even if perfection is unattainable.

One participant noted, "While we can't change all physical aspects, we can significantly improve the service side to ensure accessibility for all guests." Another reflected, "Collaborating with others helped clarify our hotel's challenges and how to address them."

Looking Ahead

As the company continues to foster an accessible atmosphere, it strives to fulfill its purpose: 'Creating meaningful moments for people and communities'. Through initiatives like the Universal Service Expo, Tokyu Hotels & Resorts is paving the way towards an inclusive future in the hospitality industry.