M A R K C H O O N
Interview} Ken Waller
Location} The Peninsula Tokyo
KW: The Peninsula brand is synonymous with timeless luxury. What does “Peninsula luxury” mean in the context of Tokyo, a city defined by contrast and constant reinvention?
MC: For The Peninsula, luxury has always been rooted in a heritage of elegance, craftsmanship, and deeply personal hospitality—values that the brand has upheld since its founding in 1928. This legacy provides a steady, timeless foundation even as the world around us evolves. At The Peninsula Tokyo, “Peninsula luxury” becomes the art of harmonizing our long-standing traditions with the city’s modern dynamism. Our approach embraces precision, intention, and emotional connection rather than excess. We draw inspiration from Tokyo’s duality: its forward-thinking creativity and its enduring cultural rhythm shaped by omotenashi, refinement, and meticulous craft.
The Peninsula Tokyo will be celebrating our 20th anniversary in 2027. We believe that our presence of nearly two decades in Tokyo is one of our key strengths. Today, we have a nice balance between the next generation hoteliers surrounded by very seasoned, experienced team members who understand then go beyond what a guest expects.
KW: Your location overlooking the Imperial Palace Gardens is extraordinary. How does that setting shape the guest experience from the moment they arrive?
MC: The Peninsula is a brand that selects its locations with extraordinary intention and care. We believe that choosing the right location is not simply a matter of prestige, it directly translates into guest satisfaction, comfort, and ease of access.
Our setting beside the Imperial Palace Gardens shapes the guest experience in profound ways. Tokyo can be exhilaratingly energetic, but when our guests step into the hotel, they are greeted by an immediate sense of calm and location. The exceptional views of the Gardens—with its seasonal colors, its serenity, its heritage— has a grounding effect, creating a one-of-a-kind first impression.
This contrast between the natural landscape and the surrounding metropolis becomes a defining part of the guest journey. Whether a guest is arriving from a long international flight or a busy business day, the views of the Palace Gardens with sweeping Tokyo skyline offers a moment of pause, a gentle reset that frames the rest of their experience with us.
KW: The Peninsula is known for its legendary service. What is one behind-the-scenes practice or philosophy that ensures consistency at such a high level?
MC: Founded by Kadoorie family, The Peninsula has been synonymous with consistent service, with an embrace of unsurpassed luxury and warmth for over eight decades ever since The Peninsula Hong Kong opening in 1928. Now as then, all efforts are dedicated to providing luxurious comfort, modern facilities and intuitive technology combined with our “Peninsula Service Principles”, which also been shared in each property including The Peninsula Tokyo. The Peninsula Service Principles are new guiding principles which highlight engagement, stressing the importance of showcasing the individuality of each staff member. We believe that each and every one of our staff has the opportunity to connect with each and every guest to provide a memorable experience with personalized service.
KW: Tokyo attracts a wide spectrum of travelers – business leaders, cultural explorers, families, creatives. How do you design an experience that feels personal to each of them?
MC: As previously mentioned, our Peninsula Service Principles now seeks to empower our employees to showcase their personalities and true selves, enabling them to provide a more authentic and engaging service.
Behind the scenes, our teams discuss and share daily “stories” about these Peninsula Service Principles can be brought to life and the impact on our guests. We share insights, preferences, and small observations that help us create personalized moments. This culture of thoughtful communication is what allows our service to feel intuitive, seamless, and consistently warm across every touchpoint.
KW: The Peninsula Tokyo is almost a living gallery, with museum-level works integrated throughout the property. How do you curate an art collection that feels both culturally rooted in Japan and emotionally accessible to international guests moving through the hotel’s spaces?
MC: The Peninsula Hotels has long been committed to embrace the relevant local culture, style and history where the hotel is located. Also, The Peninsula Tokyo showcases Japanese culture and traditions through art which Mr. Yukio Hashimoto carefully selected works by the most skilled craftspeople, artists and designers to complement The Peninsula Tokyo’s contemporary yet distinctly Japanese architecture.
We believe that a hotel should not merely exist in a city—it should reflect, honor, and thoughtfully interpret the local heritage. This philosophy shapes not only our architecture and interiors but also the art we curate. Based on this philosophy, Mr. Yukio Hashimoto desired to showcase traditional Japanese artisans’ techniques and so selected only the most skilled of craftspeople and artists. This ranges from iconic two-stories high ivory walls with wooden lattices, echoing the senbongoshi of old Kyoto, which also continues to be reflected to guestrooms, chestnut sliding door, to The Peninsula Spa including the refreshing swimming pool and relaxing treatment rooms.
Our most recent example is The Peninsula Tokyo’s original ukiyo‑e series—an homage to one of Japan’s most celebrated artistic traditions. The hotel features three exclusive designs, each interweaving elements of the past and present, all set against the backdrop of The Peninsula Tokyo. These pieces are available for purchase as personal keepsakes, and we hope they will become cherished works of art for guests and colleagues alike for years to come.