A Look at Namba Oriental Hotel: Redefining Osaka's Hospitality Scene

The Namba Oriental Hotel of Hotel Management Japan Co. is taking a step forward to stay ahead of the curve, from improving service standards to embracing new digital marketing capabilities.

The travel landscape is constantly evolving, with new trends always emerging. In this dynamic environment, Namba Oriental Hotel recognized that forging strong partnerships is crucial for success. Understanding the challenges that lie ahead, along with the vast potential of where the Japan travel market can head towards, Namba Oriental Hotel joined hands with Klook to unlock new opportunities, particularly in Osaka.

Namba Oriental Hotel caters to a varied clientele from families to couples and solo travelers, with inbound travelers forming the majority. And this collaboration marked a turning point, as they saw Klook as a partner who could not only boost bookings but also help them engage with a broader audience. "We were interested in Klook because of their ability to connect us with a wide range of merchants and customers,” said Minowa.

One of the most significant benefits Namba Oriental Hotel gained from this partnership was access to Klook's marketing capabilities. The hotel group had previously relied on traditional channels, which made it difficult to differentiate from competitors. “Competition is fierce, and these kinds of capabilities make it easier for us to operate,” said Minowa.

From the outset, Namba Oriental Hotel was drawn to Klook’s diverse portfolio, including its Stay+ program, a unique offering that bundles hotel stays with experiences. This allowed Namba Oriental Hotel to create attractive packages that could not be matched by other platforms, to enhance its customer experiences across its various properties in Osaka.

Namba Oriental Hotel began embracing social media, using platforms such as Instagram and Facebook to share news and promotions, and engaging content. The ability to leverage social media and content creators through Klook's extensive global network was also a game-changer, allowing them to stand out in a crowded marketplace. Tapping into previously lesser-engaged markets such as Taiwan, Hong Kong and Southeast Asia, Namba Oriental Hotel was able to reach a wider audience and capture their interest through diving commitedly into the social media space.

“Before working with Klook, we had our own initiatives. However, we were unsure if social media was being utilized effectively as a marketing channel. After seeing the results and engagement from our collaboration, we realized its potential and have since made it a key part of our marketing strategy."

One standout campaign was a multi-market familarization trip organized by Klook, hosting content creators across several markets to stay at Namba Oriental Hotel properties and share their experiences with their followers. The exposure was substantial, and the hotel group saw a surge in social media interactions and bookings as a result. "The global exposure we received from this initiative was unparalleled," Minowa remarked, reflecting on the success of the campaign.

Playing to their strengths

Osaka is a vibrant city steeped in culture, known for its rich culinary scene and proximity to attractions like Universal Studios Japan. Understanding these nuances is key for Namba Oriental Hotel, paired with Klook’s data-driven approach leveraging data to understand customer behavior and preferences.

"Klook's insights into the Osaka market have been invaluable in helping us tailor our marketing strategies and improve the overall customer experience,” said Minowa.

They focus on highlighting the unique aspects of one of their Osaka properties, a blend of traditional Japanese culture and modern charm to provide a hotel experience that feels like home. For instance, prioritizing breakfast buffets, creating welcoming lounge areas for family and leisure travelers, and exploring ways to create photogenic Insta-worthy spots for millennial and Gen Z travelers seeking visual experiences.

"We need to capture the attention of younger generations through immersive and visually engaging experiences," Minowa noted. "We’ve developed strategies to appeal to content creators and, in turn, drive more bookings from younger travelers."

This has proven effective in attracting social-savvy travelers eager to share their experiences with their own circles, not only enhancing the overall guest experience but also serving as organic marketing. These new shifts are pivotal in helping Namba Oriental Hotel adapt to the evolving needs of modern travelers, ensuring that their properties remain relevant in a digital-first world.

As travel demand continue to accelerate, Namba Oriental Hotel and Klook are focused on staying ahead of the curve by anticipating future travel trends, and keen on capturing this demand from emerging markets.

With the 2025 Osaka Expo on the horizon, Namba Oriental Hotel is preparing to capitalize on the influx of visitors. "We're expecting a significant increase in demand from markets like China and Korea, as well as other markets," said Minowa. “To stay ahead of the competition, Namba Oriental Hotel is working closely with Klook to develop innovative experiences and packages that will appeal to these travelers.”

Looking ahead, Namba Oriental Hotel is eager to explore deeper integration of experiences and innovate further. From curated dining experiences to guided tours of local attractions, they are committed to enhancing the guest experience by connecting them with the local culture, not only enriching the stay for international travelers but also positioning Namba Oriental Hotel as a knowledgeable and engaging host in the Osaka region.

When it comes to adapting for the future, it’s not always easy and there’s no one-size-fits-all strategy. "Trust the process, take action, and be open-minded. Don't be afraid to try new things, even if they may seem unconventional,” said Minowa.