Joyful Train" is a special train operated by JR East that offers fun experiences and services during the ride. This time, we would like to introduce "Kairi," one of them!
The "Kairi" is a train that runs mainly on weekends on the Hakushin Line and the Hetsu Line (between Niigata and Sakata Stations), which connect the coasts of Niigata and Yamagata Prefectures. On this train, you can enjoy the food of Niigata, which has long flourished with many ryotei restaurants, the food of Shonai, which uses rich seasonal ingredients, and the spectacular scenery created by the sea and the village.
We would like you to know the charm of such "Kairi" and enjoy the ride more! We interviewed Mr. Ikeda, who was in charge of conductor guidance when the "Kairi" project was launched.
How did you get involved in the "Kairi Project"? ・Does the "Kairi Project" have a candidacy system?
■Works of a crew member ・What is the difference between the work of a driver and a conductor in the first place? Starting from a station attendant and working up
■From the first time you see "Kairi" to the operation ・Test run of "Kairi" with the interior covered with blue sheets ・Test run of "Kairi" is a battle against heat
■Conductor's manual of "Kairi" ・Passion in the concept of "Kairi" ・Collaboration between attendants and conductors
■In-train Announcement duties ・What kind of condition is "fresh grilled fish" and "well pickled"?
■ Difficulties unique to the "Kairi" project
■ October 5, 2019: "Kairi" begins operation
■ Examination to become a "Kairi" crew member ■ Unexpected effects of "Kairi"
■ Ikeda's "Kairi" recommendations
■ Finally
How did you get involved in the "Kairi Project"?
Mr. Ikeda.
I arrived at Niigata Transportation District in 2012 and was a conductor there for about 6 years.
Since July 2018, I have been in charge of instructing conductors, and I was in charge of instructing and educating Niigata Transportation District crew members on driving handling, sales system, hospitality service, etc.
Around March 2019, the "Kairi" project team will be launched, so I am now in charge of the "Kairi" project as well as my regular duties as a conductor instructor. I was mainly involved in the preparation of the conductor's general operations manual and in-train broadcasts.
Is the "Kairi" project a candidacy project?
Large Kairi logo on the car bodyBefore "Kairi" began operation, a train called "Kirakira-etsu" operated between Niigata and Sakata for about 18 years. The "Kirakira Uetsu" was a scenic train that ran between Niigata and Sakata for about 18 years. The concept of the "KIRAKIRA UETSU" was to provide passengers with scenic views and onboard facilities, and the Niigata District was in charge of the train crew. I heard that the "Kairi" train will make its debut as the successor to the "Kirakira Uetsu. Launching a new sightseeing train is something I had never experienced before. I thought, "This sounds like a lot of work," but it also sounded very rewarding, so I ran for a position as a project member. The project was based on a candidate system, and the other members were chosen by those who wanted to be part of the project.
Work of Crew Members
What is the difference between a driver and a conductor's job in the first place?
View of the driver's seat The driver is at the front of the train. The driver is in charge of the driving maneuvers, such as applying the brakes, increasing the speed, and stopping the train at a predetermined position while monitoring the front of the train. The conductor is at the very back of the train and monitors the sides of the train as it enters and exits the station, and opens and closes the train doors for passengers to get on and off the train. Other duties include providing information over the broadcast microphone, patrolling the train, and selling tickets.
Starting as a station attendant and stepping up
Seeing off at Niigata Station It is almost impossible for a new employee to suddenly become a conductor or driver. At first, they are assigned to a station and become station staff, guiding passengers at ticket gates, standing guard at platforms, selling tickets at the Ticket Office, etc. After gaining experience at a station, they become station staff. After gaining experience at a station, the general flow is to become a conductor, and then from conductor to driver. There are cases where a station attendant becomes a conductor without having experienced the conductor position, and there are also cases where a station attendant becomes a conductor from a workplace other than a station (e.g., a train center). There are some rare cases where a driver becomes a conductor, but in most cases, the order of advancement is station staff => conductor => driver.
I continued to work as a conductor, and after experiencing on-the-job training for new crew members, I was appointed as a supervisor.
From the first sighting of "Kairi" to its operation
Kairi" test run with the interior covered with blue sheets
Kairi entering the line I think it was around July 2019 when I first saw the actual car. The exterior was complete, but the interior was in the process of being built and was still covered with blue sheets. If we could see the finished product, we could come up with ideas one after another, such as "This part is dangerous because you might hit your head on it," or "Let's introduce this part in the broadcast," but since it was still under construction, it was difficult to grasp the image, and it was hard to come up with such ideas. We also needed to create a manual for the vehicle's equipment, but since it was not yet completed, we were unable to start work on it. I think it was around the beginning of September that the interior was completed. It was less than a month before the start of operation, so I remember things were somewhat hectic.
It was around mid-August that the short-distance test runs on the suburban section started, and it was not until September that the actual test runs between Niigata Station and Sakata Station began. As the start of operation approached, various things were completed and boiled down. As a result, there were many things to be created, and many things to be reviewed.
Kairi's test run was a battle against the heat
When I rode in the crew room for the first time during the test run in August, it was hard to feel that the air conditioning in the crew room was not working well even though it was mid-summer. I was sweating so much that I was worried that my business cell phone in my pocket would submerge (lol). The structure of the air conditioning vents and equipment settings were a little out of adjustment at first, but it was hot and hot and I thought this would be tough. I couldn't go out in front of customers in a sweaty state like after taking a bath. I consulted with the person in charge of vehicles and asked him to make improvements, which he managed to do before the start of operation.
Conductor's manual for "Kairi
Conductor of Kairi The manual includes information on the attitude, grooming, manners, personal belongings, business handling, how to operate train facilities and equipment, guidelines on when to patrol the train, broadcast messages, and more.
After creating the manual, we felt that simply telling the train crew to read it would not convey the thoughts of our project members well enough. Therefore, at the initiative of the project members, we held a study session for the crew members in advance. At the study session, we explained the contents of the manual in detail and demonstrated the broadcast and separation salute. I believe that explaining and having them demonstrate the procedures thoroughly in a face-to-face setting was an area that we were able to address carefully. I believe that by conducting such efforts, not only the project members but also all the crew members of "Kairi" were able to unify their thoughts and feelings.
The concept of "Kairi
Food is served by attendantsProject members should be familiar with "Kairi" from the concept. When I heard that the sales department was going to interview ryotei (Japanese-style restaurants), I accompanied them. I was able to accompany them to all three interviews at "Isshime," "Nabechaya," and "Gyogeitei," and even had the opportunity to ask them some questions. When I asked him what the drivers and conductors should be like, the ryotei advised me, "I want you to treat our customers as if you were our employees. No matter how wonderful the food prepared by the ryotei, it will be spoiled if the crew on board behaves and grooms themselves in a manner that does not match the atmosphere. Hearing the words of the traditional ryotei and their seriousness about Niigata's food was a sobering experience for me.
By hearing from ryotei, I was able to understand the concept from the very essence. The project members were able to firmly recognize what the crew of "Kairi" should be like. We also recognized the importance of horizontally spreading the concept to other "Kairi" crew members, so we shared the concept within the workplace as needed by posting reports, etc. Meals served in the dining room of Car 4 (example) During the test run between Niigata and Sakata stations, there was also an operation training for attendants, which included the actual process of loading and serving food. The "Kairi" project members boarded Car 4, where meals were served, as passengers, and were given explanations from the customers' point of view. It was the first time for me to try the food, and I enjoyed it very much. I am now able to confidently explain the dishes to customers when they inquire about them. It was a very good experience for me because I would not be able to tell the crew about the food at Kairi if I had not eaten it myself.
Cooperation between attendants and conductors
Commemorative goods and sweets are sold at the store The attendants are professionals in customer service, so there was nothing in particular that we asked them to do for us. However, the conductor does patrol the train, and the attendants mainly move around inside Car 4. The "Kairi" project shared the conductor's manual with the attendants, who provided us with information such as preparation time and timing for serving meals. By exchanging information closely, we were able to avoid overlapping each other's movements.
The attendants were in charge of the food concessions and serving meals, while the conductors patrolled the train to check the temperature inside the train and provide information to customers. Although their roles were divided, from the customer's point of view, they were both still Kairi crew members. Even when I received an inquiry that was not my area of responsibility, I tried not to speculate on the answer or ask the customer to ask someone else, etc. I tried not to make the customer feel like he or she was being passed around.
Announcement duties in the train
Announcement by the conductor It was suggested that the announcements should not just introduce recommended spots, but also include the local food culture, history, and background of the area to please customers. From the customer's point of view, we created this spot with the goal of enabling visitors to enjoy the food and scenery of Niigata and Shonai. The project members had ridden on other JR East "Joyful Trains," but they wanted to broaden their knowledge of broadcasting and hospitality, so they went to visit resort trains operated by other railroad companies.
Incidentally, the "Kairi" project members also boarded the "Kirakira Uetsu" train. From my personal point of view, I feel that the broadcasting and skills developed on "KIRAKIRA UETSU" still remain in "Kairi" today. Although the concept is different, I believe that what has been accumulated in the tradition of "KIRAKIRA UETSU" has been handed down from generation to generation and is now being utilized in "Kairi" as well.
What are "fresh grilled fish" and "well pickled fish"?
Fresh grilled fish? Some dishes (example) There were many troubles when we were making the broadcast text. We kept making improvements in order to create a better product, but as we thought and worried too much, we gradually lost the meaning of what we were trying to say. For example, one member suggested the phrases "fresh grilled fish" and "well pickled asazuke". It may not be completely the wrong Japanese, but something about it seems off, and you get caught up in it. Fresh is a word used for raw food, so you don't hear fresh for grilled fish very often. It's a contradiction in terms, shallow or deep. That's why it was rejected. I was impressed by the fact that the phrase was so twisted that it came out a little strange. I am very happy to hear that the broadcast text we created after overcoming such problems seems to be quite popular, and that we sometimes receive compliments on it.
Naturally, there are times when we have to improvise in our broadcasts. For example, there is a nursery school attached to the Shinbonda Station, and the children sometimes wave us off as we depart. In such cases, we make an announcement as soon as possible, such as "Please look to your left in the direction of travel. However, there are some things to be careful about. For example, when it is raining, it is easy to improvise and say, "Unfortunately, it's raining today. However, if you say "unfortunately" in response to "rain," it makes it sound as if rain is a bad thing, doesn't it? For farmers, rain is said to be a blessing, so much so that it is necessary for growing crops. If we put it that way, it would not be good for farmers if they were riding in the car. We tried to be careful in expressing food and scenery so that all passengers would be satisfied.
Unique challenges of the "Kairi" project
When the "Kairi" project was launched in Niigata Transport District, the "Kirakira Uetsu" last run project was also launched. Since two big projects were launched at the same time, it was really as if Bon and New Year's had come together. I was involved not only in "Kairi" but also in "Kirakira Uetsu" as a supervisor, so every day was hectic, but the whole workplace was very lively.
There was a gap between the ideal and the reality, as I suppose is inevitable in a project. There were about 12 members in the "Kairi" project at that time, and each person had a goal to come up with one idea and make it happen. At first, everyone talked about their dreams: "I want to play music inside the train," "I want to improvise everything without making a broadcast text," "I want to pursue comfortable driving," "I want to receive training at a hotel just like the Shikishima Conductor Section," and so on. But of course, not everything we wanted to do could be realized, and there were times when we couldn't come to an agreement and had to give up in tears. That was a difficult part of the project, and at times we almost gave up.
Although it is a good memory now, there were times when the members clashed with each other. But we were able to discuss and seek the best solution over and over again, and in the end, we were able to move forward with the project facing the same direction. I think we were a group of passionate members.
October 5, 2019 "Kairi" begins operation
Gongs are sounded for safety on departure. On the day of operation, I accompanied "Kairi" on the round trip between Niigata Station and Sakata Station in case of various problems. I was the most nervous I have ever been in my job, and my heart, eyes, and many other things were about to pop out of my head. The ceremony was held at Niigata Station, and the "Kairi" departed from Niigata Station in a spectacular manner, waved by so many people. At that moment, I was so moved that I almost cried my heart out. I will never forget that moment. I was very happy that "Kairi" was able to operate safely with the support of so many people. I am ashamed to admit that I was on the verge of tears at the start of the project instead of at the finish line (laugh), but I think it was the most fulfilling job in my JR East life to date.
Examination to become a "Kairi" crew member
Badge for "Kairi" crew members In order to work on the "Kairi," you have to pass an examination in the district. Applications are accepted once a year, and applicants are screened through application documents and an interview to see if they are qualified to be a "Kairi" crew member. After passing the examination, the crewmembers receive a lecture based on the manual and on-the-job training on an actual train, and become full-fledged "Kairi" crewmembers. Even now, many people take up the challenge every year, and new "Kairi" crew members are making their debut one after another.
In addition, "Kairi" crew members wear special uniforms and "Kairi" badges. The "Kairi" crew members wear special uniforms, and they wear "Kairi" badges. The "Kairi" crew members wear the badge even when they wear their regular uniforms because they are always aware of their status as "Kairi" crew members.
Unexpected effects of "Kairi
Some of the conductors have improved their manners and their public speaking skills through their experience as "Kairi" crew members. I believe that their service skills have improved as a result of their experience on the "Kairi" train. I felt that "Kairi" has such a positive ripple effect.
Mr. Ikeda's "Kairi" recommendation
Unusual announcement by the driver The best part of "Kairi" is the food and scenery. I think the most attractive features of the "Kairi" are the delicious seasonal meals and the sightseeing slow-moving at "Sasakawaryuware," so I hope you will come and enjoy the ride.
Other than that, the driver makes a broadcast before departing Kuwakawa Station for the down train and Tsuruoka Station for the up train. I think it is quite rare for a driver to make a broadcast even though a conductor is on board. The idea was to break down the barriers between conductors and drivers, and to involve the drivers in the service. We hope that you will pay attention to the broadcasts by the conductors and drivers.
At the end
Mr. Ikeda with a model of KairiDespite the difficult period when the service was suspended due to the Corona disaster, Kairi has continued to operate smoothly. The "Kairi" project has been in operation for four years, and the members have changed dramatically, but we are still challenging ourselves to come up with new projects. We look forward to welcoming you aboard the "Kairi".
On a personal note, I have only ridden the "Kairi" for work, and I have not been able to go on any excursions since I was transferred to another company and left the field. I would like to go for a leisurely ride someday, not for work, but for private use.
To use the "Kairi" Car 4 dining room, please visit the "Joyful Train Reservation Site!
We are planning to publish more articles about "Kairi" and other "Joyful Trains" in the future. Please look forward to it!
Online Shop" in JRE MALL, you can watch videos of the drivers and conductors of the Niigata Transportation District who are in charge of the "Kairi," including their unique duties, episodes from the time when the "Kairi" started operation from the crew's point of view, introduction of sightseeing at stations along the way, and much more. For more information about "Kairi", please click here. We hope that those who want to know more about "Kairi" and those who love "Kairi" will enjoy watching these videos. Click here to view the video streaming from "*and trip. online store" in JRE MALL
