The Backstage of Ryokan and Human Resource Development

A Study from the Voice of Young Service Staff

Abstract

This paper is concerned with the backstage management of service staff in large ryokan. Traditionally, ryokan recruits a lot of service staff and gives them OJT with ‘okami' or senior service staff. In that training process, many of the new recruits might leave their job and the others must work harder than before. Today, we see some ryokans that recruit service staff periodically and develop them. In this paper, we consider how to develop human resource from interviews of five young service staff and suggest an importance of having two support systems(one is how to service good, second is how to control staff's emotion) to young service staff.