An Exploration of Tailored Travel: Interview with Arigato Travel GM Lauren Shannon

Can you please introduce yourself and your role in the company?

My name is Lauren Shannon, and I’ve called Japan home for nearly 30 years. My extensive experience living and working in Japan has given me a unique understanding of Japanese culture and business practices.

Almost 9 years ago, I took on the role of General Manager at Arigato Travel, where I also became a part owner. My passion for travel, food, and continuous learning has been instrumental in my success in this role. I thrive on the challenges and opportunities that come with leading a team and bridging the gap between different cultures. Every day brings something new, and I’m constantly adapting and finding innovative solutions.

How are you feeling about the launch of the Custom and Multi-Day Operations team? What does this milestone mean for you personally and for the company?

I’m thrilled to be expanding our offerings beyond food tours and leveraging our extensive network built over decades to provide truly unique experiences for guests visiting Japan. Our new team is incredibly passionate and dedicated to crafting extraordinary itineraries and trip plans. It’s inspiring to witness the team’s growth and to embark on this new adventure together. We’re excited to share our deep knowledge and connections with our guests, offering them unparalleled access to the rich culture, history, and natural beauty of Japan.

Now that you’ve officially got the travel agency license, what new doors do you think this opens for the brand and your customers?

The potential for growth and expansion seems limitless. Every day brings new possibilities – whether it’s exploring partnerships, connecting with new clients and travel groups, or uncovering hidden gems in destinations across Japan, from the snowy landscapes of Hokkaido to the tropical beaches of Okinawa.

Just recently, I had the incredible opportunity to immerse myself in the beauty of Okinawa. I visited stunning resorts and charming boutique hotels, participated in authentic local cooking classes, and experienced firsthand the rich textile traditions of the islands. These experiences have inspired a wealth of ideas for unique and enriching activities that we can offer to our guests in the future. The future is bright, and I have a strong feeling that 2025 will be a year of remarkable growth and exciting new opportunities.

Looking back, what are some standout moments in your journey so far? What’s been the most rewarding part of your growth?

Some standout moments occurred at the end of 2022 and the start of 2023 when Japan reopened and guests were again able to come to see us. The work we did to prepare, learn new things, and work with new partners all came into play at that time and it was so inspiring to see how many people were waiting.

I also wanted to share some thoughts from our CEO, Anne Kyle, on this subject. She says “Surviving COVID with an even stronger, bigger, and more committed team has been one of the most rewarding and humbling experiences of my life. To me, the true strength of a team isn’t measured by how well we thrive during the good times, but by how we stand united and persevere through the toughest challenges. The extended closure tested us in ways we never imagined, but we poured everything we had into overcoming those hurdles. Together, we emerged more resilient, more committed, and stronger than ever before. I couldn’t be prouder of what we’ve accomplished as a team, and I’m deeply grateful for the journey.”

How is this new part of the business different from what has been done before? What excites you most about it?

At Arigato Travel, we have always been passionate about sharing the rich food culture of Japan through our immersive food tours. Moving into full travel planning and itinerary services feels like a natural and exciting next step for us!

How This is Different

Until now, our focus has been on curated food tours—introducing travelers to the hidden gems of Japan’s culinary world through guided experiences. Now, by expanding into full travel planning, itinerary building, and booking services, we can craft even deeper, more personalized journeys that go beyond food. While culinary experiences will always be at the heart of what we do, this shift allows us to offer travelers a seamless, end-to-end adventure that includes everything from cultural activities and transportation to accommodation and unique local experiences.

Why We’re Excited

What excites us most is the opportunity to help travelers experience Japan in a truly customized way. We know that every visitor has unique interests, and now we can design entire itineraries that reflect their passions, whether it’s food, art, history, nature, or a mix of everything. Our team’s deep local knowledge and personal connections will ensure authentic and memorable experiences, making every trip special.
By moving beyond food tours, we’re not just expanding our services—we’re deepening our commitment to creating meaningful travel experiences that help visitors connect with Japan on a whole new level. We can’t wait to bring this vision to life!

Every big step comes with its own set of challenges. What were some hurdles in setting up this new team, and how did you tackle them?

The two biggest hurdles we faced were finding the right people who fit our company culture while also bringing fresh ideas and identifying an operations leader who could help structure and scale this new side of the business.

Finding the Right Team

Arigato Travel has always been built on passion, hospitality, and a deep love for Japan. As we expanded, we needed to find team members who shared our core values but could also bring new perspectives to help us grow in the broader travel industry. It wasn’t just about skills—it was about ensuring they aligned with our approach to authentic, meaningful travel experiences. We tackled this by focusing on networking, referrals, and in-depth conversations during the hiring process to ensure a great cultural fit.

Bringing in Operational Leadership

With more complex travel planning comes more logistics, coordination, and systems to ensure a smooth experience for our guests. Finding the right operations leader was key to making this transition successful. We needed someone who could balance structure and flexibility, helping us scale efficiently while maintaining the personal touch we’re known for. After a thorough search, we found a leader, Jessop Petroski, who not only had the expertise but also understood our mission and vision for the future of Arigato Travel. While these challenges weren’t easy, they were necessary growing pains. Now, with the right team in place, we’re excited to move on to the next level—crafting seamless, personalized travel experiences that showcase the very best of Japan.

What’s your vision for the Custom and Multi-Day Operations team? Where do you hope to see it in the next few years?

Our Vision for the Custom & Multi-Day Operations Team

At Arigato Travel, our vision for the Custom & Multi-Day Operations team is to become the go-to experts for personalized, seamless, and deeply immersive travel experiences across Japan. As we continue to grow, we are focused on three key areas: expanding our team, strengthening our concierge services, and building even more meaningful partnerships.

Expanding Our Team

To support our growth, we plan to bring on new travel specialists who share our passion for Japan and can craft unique, tailored itineraries for our guests. These specialists will help us cater to travelers looking for authentic, off-the-beaten-path experiences, ensuring that every journey feels special and deeply connected to Japan’s culture.

Enhancing Concierge Support

We also aim to grow our concierge support team, ensuring that every traveler receives seamless, real-time assistance from the moment they start planning their trip to the day they depart. By strengthening our operations and customer service, we want to provide a truly worry-free, luxury-level experience for our guests.

Expanding Our Network & Partnerships

A big part of our vision is to build stronger partnerships with top-tier activity providers, accommodations, and local experts from Hokkaido to Okinawa. Japan has so much to offer, and by working closely with passionate local businesses and guides, we can give travelers access to exclusive, one-of-a-kind experiences that go beyond standard tours.

Looking Ahead

In the next few years, we see Arigato Travel evolving into one of the most trusted names in inbound travel to Japan, known not only for our food expertise but also for our ability to create extraordinary, custom-crafted journeys. With the right people, strong local connections, and a commitment to exceptional service, we’re excited to bring Japan to life for more travelers than ever before!

What kind of feedback or insights from customers helped shape the development of this new team?

At Arigato Travel, we believe that every traveler and every trip plan is an opportunity to learn and grow. The development of our Custom & Multi-Day Travel Team has been directly shaped by listening to our guests’ dreams, needs, and feedback—before, during, and after their journeys.

Listening to Traveler Dreams – Many of our guests shared that they loved our food tours but wanted more support in planning their entire trip to Japan. They were looking for customized, seamless experiences that matched their specific interests—whether that was a mix of culinary adventures, cultural immersion, or off-the-beaten-path exploration. Their requests inspired us to expand from food tours to full itinerary planning.

Adapting During the Journey – We take guest feedback seriously in real time. By checking in with travelers during their trips, we learned that some guests wanted more concierge-level support for last-minute changes or personalized recommendations, which led us to strengthen our concierge services.

Refining Based on Post-Trip Insights – After their journeys, guests provided invaluable feedback about what worked well and what could be improved. Some wanted deeper connections with locals, others requested more luxury or adventure-focused options, and many asked for even smoother logistics. These insights helped us fine-tune our services, build stronger partnerships with accommodations and local experts, and improve the overall guest experience.

By continuously listening, learning, and adapting, we’ve shaped a team that is dedicated to making every journey to Japan truly personal, effortless, and unforgettable.

How do you balance staying true to the company’s roots while also expanding into new areas like this?

We stay true to who we are by never forgetting why we’re here—to share what we love about Japan with the world. Every new project, every expansion, and every service we offer is rooted in that simple but powerful mission.

As we grow our services in full travel planning and multi-day itineraries, we ask ourselves:
Does this help travelers experience the best of Japan? Does it allow us to share authentic culture, food, and local connections in a meaningful way? If the answer is yes, we know we’re on the right path. Expanding doesn’t mean changing our identity—it means finding new ways to fulfill our mission.

Can you share a moment during this process that really stood out to you, whether it was a breakthrough, a challenge, or something unexpected?

Every time we see a guest talking deeply with a sushi master, learning a craft from a traditional artisan, or sharing sake with a local brewer, we know we’ve truly won hearts and built bridges between cultures. That’s when we feel the real impact of our work—not just in planning seamless travel experiences, but in creating moments of genuine human connection.

Expanding beyond food tours into full travel planning has been a big step, but seeing these personal interactions proves that we’re staying true to our mission. It’s not just about the logistics of a trip—it’s about the experiences that stay with people long after they return home. Those moments make every challenge along the way worth it.

Anything else you want to share with our readers?

Let’s Create Something Unforgettable Together!

If what we’ve shared about our mission and passion for Japan resonates with you, we’d love to collaborate with you to create an amazing, personalized journey—whether it’s for yourself, your friends, or your family.
Japan is a country that comes alive through experience, and we believe the best way to truly connect with it is through authentic interactions, incredible food, and meaningful cultural moments. We’d love the chance to inspire you—not just with words, but with real action and connection here in Japan.

Let’s start planning your perfect adventure—reach out and let’s make it happen! 😊✨

To celebrate the launch of our Custom Multi-Day Operations Team and Travel Agency license, check out our new Tailored Travel page and reach out to our experts to create a personalized itinerary that’s perfect for you!