Support Hosts · AI · IoT · Automation
The Technology Behind the Transformation of Hospitality Operations

Simply put, a Co-Host is the owner's on-the-ground operational partner. MOTO SMART works with a network of Co-Hosts across Japan. By assigning dedicated local Co-Hosts near each vacation rental, inn, or hotel, we create a system that allows properties to operate smoothly without relying on traditional large-scale management companies.

That's a common perception. However, Management 2.0 is different. Owners remain at the center of operations while leveraging Co-Hosts and DX solutions only where they are truly needed. This approach makes it possible to achieve both greater control and greater efficiency at the same time.

Rather than outsourcing everything to a management company, owners stay involved in and understand their operations while receiving support only where it is needed. This approach can lead to higher profitability, better review ratings, greater operational flexibility, and faster decision-making and continuous improvement.

Without a doubt, cleaning quality is one of the most important factors. It has a direct impact on guest reviews. With MOTO SMART, owners can either arrange cleaning services themselves or have a Co-Host coordinate cleaning on their behalf.

Yes. The role goes beyond simply cleaning the property. Co-Hosts also perform post-cleaning inspections and quality checks. They carefully verify details such as leftover trash, stray hair, missing amenities, odors, and the condition of bathrooms and water facilities. This level of attention to detail plays a key role in improving guest satisfaction and overall review performance.

Absolutely. The impact can be significant. In the hospitality industry, reviews have a direct influence on revenue. In fact, we are seeing more and more cases where switching to Management 2.0 has resulted in both higher review scores and improved profitability.

Currently, we have implemented technologies such as smart locks, remote check-in systems, AI-powered guest messaging, IoT monitoring systems, multilingual guest guides, and automated operational workflows. Tasks that once required significant manual effort are now being streamlined and optimized through digital transformation (DX), allowing operations to run more efficiently and effectively.

It's not simply about creating an unmanned operation. What we are really aiming for is an environment where people can focus on the areas where human involvement truly matters. For example, by using AI to handle routine guest inquiries, staff can spend more time on higher-value activities such as improving reviews and delivering better guest support. As a result, overall service quality improves rather than declines.

The impact has been significant. In fact, there have been cases where owners transitioned from outsourced management to self-management and more than doubled their profits.

Yes, that's correct. The reason is that several key factors improve at the same time, including lower management fees, better review ratings, higher occupancy rates, a greater share of direct bookings, and faster operational decision-making. Among these, review improvement is particularly important. In the hospitality industry, reviews have a direct impact on bookings and revenue. Because self-management allows owners to identify and address operational issues more quickly, improvements can be implemented faster—ultimately leading to stronger profitability.

The biggest concern is usually handling unexpected issues and emergencies. Common examples include late-night guest inquiries, lock-related problems, water leaks, and noise complaints.
In the traditional model, whenever these issues occurred, owners were often expected to handle them personally.

That's true. However, MOTO SMART's Co-Hosts can provide 24/7 on-site response and support when needed.
As a result, owners are no longer tied to on-site operations. Whether they are traveling or away on business, they can manage their properties with confidence and peace of mind.

Actually, we see it the other way around. We believe that self-management is about gaining more freedom, not less. By having Co-Hosts support on-site operations, owners are freed from many of the time-consuming responsibilities of day-to-day management. And when unexpected situations arise, there is a reliable support structure in place to protect and maintain operations.

Supply and inventory management is another area where we provide support. This includes tasks such as replenishing consumables, managing guest amenities, purchasing supplies, checking inventory levels, and conducting on-site inspections.

In on-site operations, small continuous efforts and improvements are extremely important. That's why support from an on-the-ground perspective is essential.

One of the biggest challenges is guest communication and support. This includes handling foreign-language inquiries, late-night messages, and unexpected issues or emergencies. Expecting owners to manage all of these responsibilities themselves can place a significant burden on both their time and energy.

Exactly. That's why MOTO SMART operates a 24/7 call center in coordination with our Co-Host network.For example, our team can provide round-the-clock support for:Language and communication barriers、Late-night guest inquiries、Lock and access issues、Wi-Fi support requests、Check-in guidance and assistance，By handling these situations through our call center, we help ensure that guests receive prompt support while reducing the operational burden on property owners.

The difference is substantial. Owners gain the freedom to make better use of their time instead of being tied to daily operational tasks. More importantly, they can operate their properties through a self-management model while still receiving a level of support comparable to that of a traditional management company.

Stay-Guide is our proprietary multilingual guest guide platform, developed and operated by MOTO SMART. It allows guests to access important information directly from their smartphones in multiple languages, including check-in instructions, Wi-Fi details, waste disposal guidelines, local area recommendations, and property usage information. By providing clear and accessible guidance, Stay-Guide helps create a smoother guest experience while reducing the operational workload for property owners and staff.

Exactly. Even without face-to-face interaction, we can ensure that guests receive all the information they need clearly and efficiently. As a result, Stay-Guide contributes to greater operational efficiency, fewer guest inquiries, faster and smoother check-ins, and stronger multilingual support capabilities.

Yes. We also make extensive use of digital signage solutions and VoIP (Voice over Internet Protocol) phone systems as part of our digital transformation strategy.

That's right. For example, we have implemented a system that allows guests to connect directly to our support center through VoIP phones installed within the property. This means guests can reach our call center 24 hours a day, 7 days a week, ensuring that assistance is always available whenever they need it.

Exactly. We don't believe that “unmanned” should mean “uncertain” or “uncomfortable.” Our goal is to create an operation where guests can feel safe, supported, and confident—even in a fully contactless environment.

We believe the future is not about outsourcing everything to a management company. Instead, it is about receiving professional support only where and when it is needed. Owners can utilize MOTO SMART's Co-Host network during busy periods or for specific operational needs, while maintaining control over their business. By combining digital transformation (DX) with on-the-ground support, it becomes possible to achieve a level of efficiency, flexibility, and operational performance that goes beyond what traditional management companies can offer.

Exactly. More freedom. More intelligence. More profitable hospitality operations.
MOTO SMART aims to transform the future of the hospitality industry through Management 2.0.