{"id":44,"date":"2026-04-14T01:03:02","date_gmt":"2026-04-14T01:03:02","guid":{"rendered":"https:\/\/moto-smart.co.jp\/index.php\/interview\/sample-interview2\/"},"modified":"2026-06-05T05:38:10","modified_gmt":"2026-06-05T05:38:10","slug":"interview-2","status":"publish","type":"interview","link":"https:\/\/moto-smart.co.jp\/en\/interview\/interview-2\/","title":{"rendered":"Support Hosts \u00b7 AI \u00b7 IoT \u00b7 Automation
The Technology Behind the Transformation of Hospitality Operations"},"content":{"rendered":"

Self-Management Makes the Difference in Profitability.
The Foundation of Management 2.0 Is Frontline-Focused Digital Transformation<\/h3>\n\n\n

The hospitality industry is entering a period of major transformation.\nLabor shortages, growing inbound tourism demand, and increasingly intense competition driven by guest reviews are reshaping the market.\nRelying solely on traditional labor-intensive operations is no longer enough to meet the challenges and opportunities of the future hospitality industry.<\/p>\n

MOTO SMART is leveraging AI, IoT, and automation technologies to develop Management 2.0, a platform designed to support the era of self-management.\nIn this interview, we spoke with Noriaki Kobayashi, Development Department \/ DX Chief Manager, about the technology and innovation behind transforming hospitality operations.<\/p>\n\n\n

Introducing a New Approach to Hospitality Management: The Co-Host Model<\/h3>\n\n\n

\u2015 Could you explain how MOTO SMART's \u201cCo-Host\u201d system works?\n<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

Simply put, a Co-Host is the owner's on-the-ground operational partner.\nMOTO SMART works with a network of Co-Hosts across Japan.\nBy 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.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 When people hear \u201cself-management,\u201d they often assume it means doing everything themselves.<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

That's a common perception.\nHowever, Management 2.0 is different.\nOwners remain at the center of operations while leveraging Co-Hosts and DX solutions only where they are truly needed.\nThis approach makes it possible to achieve both greater control and greater efficiency at the same time.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 What exactly is the role of a Co-Host?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

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

\u2015 What do you believe is the most important aspect of hospitality operations?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

Without a doubt, cleaning quality is one of the most important factors.\nIt has a direct impact on guest reviews.\nWith MOTO SMART, owners can either arrange cleaning services themselves or have a Co-Host coordinate cleaning on their behalf.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 Does the Co-Host also handle quality checks and inspections?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

Yes. The role goes beyond simply cleaning the property.\nCo-Hosts also perform post-cleaning inspections and quality checks.\nThey carefully verify details such as leftover trash, stray hair, missing amenities, odors, and the condition of bathrooms and water facilities.\nThis level of attention to detail plays a key role in improving guest satisfaction and overall review performance.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 It sounds like that would have a significant impact on improving guest reviews as well.<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

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

The Future of Hospitality, Powered by AI and IoT<\/h3>\n\n\n\n
\"\"<\/figure>\n\n\n

<\/p>\n

\u2015 What specific technologies have you implemented?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

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.\nTasks that once required significant manual effort are now being streamlined and optimized through digital transformation (DX), allowing operations to run more efficiently and effectively.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 So, would it be fair to describe this as an \u201cunmanned operation\u201d model?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

It's not simply about creating an unmanned operation.\nWhat we are really aiming for is an environment where people can focus on the areas where human involvement truly matters.\nFor 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.\nAs a result, overall service quality improves rather than declines.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n\n

Self-Management Makes the Difference in Profitability.<\/h3>\n\n\n

\u2015 What changes have you actually seen since implementing Management 2.0?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

The impact has been significant.\nIn fact, there have been cases where owners transitioned from outsourced management to self-management and more than doubled their profits.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 More than doubled?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

Yes, that's correct.\nThe 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.\nAmong these, review improvement is particularly important.\nIn the hospitality industry, reviews have a direct impact on bookings and revenue.\nBecause self-management allows owners to identify and address operational issues more quickly, improvements can be implemented faster\u2014ultimately leading to stronger profitability.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n\n

Experience Management 2.0\u2014Beyond Traditional Property Management.\nTurn Vacancies into Profit.<\/h3>\n\n\n\n
\"\"<\/figure>\n\n\n\n

24\/7 On-Site Support That Frees Owners from Operational Burdens.<\/h3>\n\n\n

\u2015 What is the biggest concern that property owners typically have?<\/p>\n

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\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

The biggest concern is usually handling unexpected issues and emergencies.\nCommon examples include late-night guest inquiries, lock-related problems, water leaks, and noise complaints.
\nIn the traditional model, whenever these issues occurred, owners were often expected to handle them personally.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 That sounds incredibly demanding.<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

That's true.\nHowever, MOTO SMART's Co-Hosts can provide 24\/7 on-site response and support when needed.
\nAs a result, owners are no longer tied to on-site operations.\nWhether they are traveling or away on business, they can manage their properties with confidence and peace of mind.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 So self-management doesn't mean giving up your freedom, does it?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

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

\u2015 Are there any other responsibilities that Co-Hosts handle?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

Supply and inventory management is another area where we provide support.\nThis includes tasks such as replenishing consumables, managing guest amenities, purchasing supplies, checking inventory levels, and conducting on-site inspections.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 Those are very practical, hands-on operational tasks.<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

In on-site operations, small continuous efforts and improvements are extremely important. That's why support from an on-the-ground perspective is essential.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n\n

A 24\/7 Call Center That Protects Owners\u2019 Time<\/h3>\n\n\n

\u2015 What is the biggest concern that property owners typically have?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

One of the biggest challenges is guest communication and support.\nThis includes handling foreign-language inquiries, late-night messages, and unexpected issues or emergencies.\nExpecting owners to manage all of these responsibilities themselves can place a significant burden on both their time and energy.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 I imagine dealing with international guests can be particularly challenging.<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

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\u3001Late-night guest inquiries\u3001Lock and access issues\u3001Wi-Fi support requests\u3001Check-in guidance and assistance\uff0cBy handling these situations through our call center, we help ensure that guests receive prompt support while reducing the operational burden on property owners.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 That sounds like it would significantly reduce the burden on property owners.<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

The difference is substantial.\nOwners gain the freedom to make better use of their time instead of being tied to daily operational tasks.\nMore 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.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n\n

Stay-Guide: Smarter Contactless Operations for Modern Hospitality<\/h3>\n\n\n

\u2015 Could you tell us more about your proprietary service, Stay-Guide?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

Stay-Guide is our proprietary multilingual guest guide platform, developed and operated by MOTO SMART.\nIt 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.\nBy providing clear and accessible guidance, Stay-Guide helps create a smoother guest experience while reducing the operational workload for property owners and staff.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 So it plays an important role in enabling contactless operations, doesn't it?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

Exactly.\nEven without face-to-face interaction, we can ensure that guests receive all the information they need clearly and efficiently.\nAs a result, Stay-Guide contributes to greater operational efficiency, fewer guest inquiries, faster and smoother check-ins, and stronger multilingual support capabilities.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n\n

24\/7 Guest Support Through Digital Signage and VoIP<\/h3>\n\n\n

\u2015 Are there any other areas where you are leveraging digital transformation (DX)?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

Yes.\nWe also make extensive use of digital signage solutions and VoIP (Voice over Internet Protocol) phone systems as part of our digital transformation strategy.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015Is it something that is installed inside the accommodation facility?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

That's right.\nFor example, we have implemented a system that allows guests to connect directly to our support center through VoIP phones installed within the property.\nThis 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.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 That certainly adds a sense of security, even in a contactless or unmanned operation.<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

Exactly.\nWe don't believe that \u201cunmanned\u201d should mean \u201cuncertain\u201d or \u201cuncomfortable.\u201d\nOur goal is to create an operation where guests can feel safe, supported, and confident\u2014even in a fully contactless environment.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n\n

Beyond the Traditional Management Company Experience<\/h3>\n\n\n

\u2015 Finally, what do you see as the greatest advantage of Management 2.0?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

We believe the future is not about outsourcing everything to a management company.\nInstead, it is about receiving professional support only where and when it is needed.\nOwners can utilize MOTO SMART's Co-Host network during busy periods or for specific operational needs, while maintaining control over their business.\nBy 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.<\/p>\n\n<\/div>\n<\/div>\n\n\n\n

\u2015 So the idea isn't to eliminate management companies, but to give owners more freedom and flexibility, correct?<\/p>\n

\n
\n\"\"\n

Noriaki<\/p>\n<\/div>\n

\n

Exactly.\nMore freedom. More intelligence. More profitable hospitality operations.
\nMOTO SMART aims to transform the future of the hospitality industry through Management 2.0.<\/p>\n\n<\/div>\n<\/div>","protected":false},"featured_media":854,"template":"","interview_category":[10],"class_list":["post-44","interview","type-interview","status-publish","has-post-thumbnail","hentry","interview_category-interview_category2"],"_links":{"self":[{"href":"https:\/\/moto-smart.co.jp\/en\/wp-json\/wp\/v2\/interview\/44","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/moto-smart.co.jp\/en\/wp-json\/wp\/v2\/interview"}],"about":[{"href":"https:\/\/moto-smart.co.jp\/en\/wp-json\/wp\/v2\/types\/interview"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/moto-smart.co.jp\/en\/wp-json\/wp\/v2\/media\/854"}],"wp:attachment":[{"href":"https:\/\/moto-smart.co.jp\/en\/wp-json\/wp\/v2\/media?parent=44"}],"wp:term":[{"taxonomy":"interview_category","embeddable":true,"href":"https:\/\/moto-smart.co.jp\/en\/wp-json\/wp\/v2\/interview_category?post=44"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}