Japanese for the Hospitality Industry

Self Introductions

• Your Name
• Your Occupation
• What is your desired outcome from this course?

Fun Facts About Japan

• Japan consists of over 6,000 islands.
• There are 100 active volcanoes, more than any other country.
• There are over 1,500 earthquakes in Japan each year.
• Japan's literacy rate is 99%
• Japanese people have a lifespan that is on average fours longer than Americans.
• There are about 5.5 million vending machines in Japan.
• Stick deodorant is not available in Japan, only spray deodorant.

Customer Service

As hospitality workers, you are the face of the company that you work for.  You hold a very important position since you are in direct contact with the customers.  

1. What is good customer service? 

- Exceeding customer's expectations

2. Why is providing good customer service important?

- Creates customer satisfaction

- Generates loyalty and repeat customers

- Builds a relationship with your customer

3.  How do you exceed expectations?

- Understanding what you company stands for

Here are more insights on Richard Branson’s customer service secrets.

Omotenashi

In Japan, omotenashi is hospitality.  It goes beyond just customer service, it's about caring and treating your customer with respect.

Here's an example of omotenashi in Japan.

Uniqlo a popular Japanese fashion retailer refuses to lose sight on the standards of customer service.  They have expanded globally and ensures that they all of their stores provides customer service the "Japanese way."

More on the Uniqlo retail experience.

Discussion

• What do you think a customer expects in good customer service?
• How would you define good customer service?
• What are some examples of exceeding a customer's expectation?
• How would you train your staff in providing good customer service?

Quiz

1.  What was the average daily number of visitors from Japan?

a.   100    b. 1,000    c.  4,000    d.  10,000

2. What was the average stay for the Japanese visitor?

a.   2        b. 4        c.  6        d.  8

3. How much did the Japanese visitor spend per day on average?

a.   $175        b. $200        c.  $275        d.  $450

4. What is the average party size of the Japanese visitor to Hawaii?

a.   1        b. 1.7        c.  2        d.  2.7

5. What percent of Japanese visitors to Hawaii are first timers?

a.   10%        b. 20%        c.  30%        d.  40%

Japanese Visitors to Hawaii

According to the Hawaii Tourism Authority's research, in 2013, there were over 8 million visitors by air to Hawaii of which Japan accounted for 19% or 1.5 million visitors, the most of any foreign country.

• Japan visitors accounted for 1.5 million or 19% of the total visitors to Hawaii (4,160 visitors/day).
• The average stay for the Japanese guests were 6 days.
• The Japanese visitor spent on average $275/day or $1,637 per trip.
• The average party size for the Japanese was 2.7 people.
• 40% of Japanese visitors were first timers, 60% are repeaters.

Data Summary

Discussion

• Why is Hawaii so attractive for the Japanese?
• What are some activities that you would recommend to your Japanese guest visiting Hawaii for the first time?

Japan Overview

Japan Overview

• About 73% of Japan's land area is forest, mountainous and unsuitable for agricultural, industrial or residential use.  
• Most of the population reside in the coastal areas, making Japan one of the most densely populated countries in the world.
• There are 47 prefectures and the capital is Tokyo.

Japan consists of over 6,000 islands, of which the four largest are Honshu, Hokkaido, Kyushu and Shikoku which overs about 97% of Japan's land area.  

Demographics

• Japan's population has been decreasing since 2004 and aging faster than any other country.
• 22% of the population is 65 or older.
• In 2014, Japan experienced a negative growth in their total population.
• The declining population will have a significant impact on Japan's economic situation.

As of July 2014, Japan's population is 126 million people or about 1.75% of the world's population.  About 98% of the population in ethnic Japanese.    

A declining population

Assignment

Research a prefecture of your choice and find the following data:

a. Geography/Location

b. Capital City

c. Population

d. Popular Tourist Spots

e. Interesting Facts

Holidays in Japan

• Japanese New Year oshogatsu - Most important holiday in Japan, where families typically gather together.

​

• Golden Week (April 29 - May 5) - Cluster of national holidays.  Term first used by movie companies to get people to watch a movie ("golden" opportunity)

• ​​Obon (mid August) - Buddhist custom for commemorating one's ancestors.  

​

• Silver Week (mid September, next is 2015) - A string of holidays in September.  Term to describe the elderly since it coincides with Respect for the Aged Day.

As employees in the hospitality sector, you should be familiar with the peak travel seasons of our Japanese guests.    

Society and Culture

Harmony or "wa" is the backbone of the Japanese society.  Wa implies a peaceful unity and conformity within a social group.  They prefer to keep harmony in a group over their own personal interests.

“出る釘は打たれる”

“deru kugi ha utareru”

“The nail that sticks out gets hammered down.”

Key Points of "Wa"

• Harmony is the guiding principle for the Japanese in society, family, school and work and reflected in their behavior.
• Japanese children are taught about the importance of group over individual.
• Great emphasis is placed on politeness, personal responsibility and working together for the group.
• Japanese might disagree in a gentle and indirect fashion.
• Working in harmony is important for productively.

Saving Face

The concept of face can be described as a combination of social standing, reputation, influence and honor.  Thus "saving face" is the length an individual may to ensure that one is not thought of poorly by their peers.  

• Face is a mark of personal dignity and status amongst one's peers.
• The Japanese will never try to do anything that causes someone to lose face.
• The Japanese will not openly criticize, insult or put anyone on-the-spot.
• The Japanese believe that turning down someone's request causes embarrassment and loss of face to the other person.

Honne and Tatemae 

Honne and tatemae describes the contrast between a person's true feeling and one's behavior in the public.

• honne (ほんね 本音) A person’s true feeling
• tatemae (たてまえ 建前) A facade, what is said in public

Japanese people use honne and tatemae in their daily lives to keep the harmony and face in society.  Honne is kept hidden from the public and shared with only family and close friends. Tatemae is what is expected in society based on one's position and circumstances.

More on honne and tatemae.

Discussion 

• Why is it important for the Japanese to use honne and tatemae?
• Do you practice honne and tatemae in your daily life? Why or why not?
• Do you think using honne and tatemae is hypocritical?

Non Verbal Communication

Given the importance of maintaining harmony in society and using honne and tatemae, understanding non verbal communication is critical in Japanese culture.  

"Reading the Air" “kuuki yomenai” (空気読めない)  

Used for someone that is clueless in reading social situations.  This occurs when someone fails to pick-up on body language or indirect communication which can cause awkwardness in a group or social setting.  

What is not being said  also needs to be understood.

Body Language Lessons

The Japanese do not display affection and emotion in public. They are uncomfortable with any physical contact, such as hugging or patting someone on the shoulder.  Eye contact is also not done in Japan, as looking someone directly in their eyes is considered rude and a means to a challenge.

Let's learn more about body language and gestures.

Goma Suri = Flattery, Brown noser

Business Etiquette

Business Cards

The Japanese view their business cards as an extension of themselves.  For this reason you must be very careful when accepting a business card to avoid offending your Japanese counterpart.

• Business cards are always exchanged when conducting business in Japan.
• Treat the business card as you would the person.
• Always keep your business cards in mint condition.
• Never put away the person's business cards immediately after the introduction.
• Examine any business card you receive very carefully.
• During a meeting, place the business card on the table in front of you in the order people are seated.

How to exchange business cards in Japan.

Practice exchanging business cards with a partner in class.

Business Etiquette

Business Negotiation

In any business negotiation, the Japanese are polite and will never lose face.  You must also practice the same disciplines when negotiating with the Japanese.  The Japanese are non-confrontational and are reluctant to say no.  

• No decision will be made at the first meeting.
• The Japanese normally negotiate in teams, with each member having a different speciality.
• The members of the team may change or increase, as some members of their company want to meet you.
• Harmony is kept throughout the negotiations.
• Decisions will be made by consensus and not by an individual.
• Decisions are made for the long-term.

For more on Japanese business negotiation.

The Japanese Language

The Japanese language uses kanji (Chinese characters) as well as two scripts, hiragana and katakana.  Romaji (Roman letters) is also used in modern Japanese.

• a romaji
• あ hiragana
• ア katakana
• 漢字 kanji (Chinese characters)

Pronunciation

Pronunciation of vowels in Japanese is straight-forward and takes only one sound compared to English.  

Pronunciation

Let's practice our pronunciation with the following table: 

Practice the rest of the hiragana alphabet.

Self Introduction

Self Introduction Practice Again

Nice to meet you.

My name is ______.

It's a pleasure.

Hajime mashite.

Watashi no namae ha ______ desu.

Yoroshiku Onegaishimasu.

Weather

How's the weather?

Tenki ha dou desu ka?

天気はどうですか？

It's sunny.

Hare desu.

晴れです。

It's cloudy.

Kumori desu.

曇りです。

It's rainy.

Ame desu.

雨です。

It's hot.

Atsui desu.

暑いです。

Mimetic Words

Mimetic words mimic sounds, feelings or senses

girigiri ぎりぎり = barely, just, at the limit　

I made it just in time.

girigiri ma ni atta.

ぎりぎり間に合った。

tsuru tsuru つるつる = slippery, smooth　

Her head is very smooth.

Kanojo no atama ha tsuru tsuru desu.

彼女の頭はつるつるです。

More Mimetic Words

• beta beta - sweaty
• neba neba - sticky
• bara bara -scattered
• butsu butsu -mumbling, whispering
• doki doki-the sound of a heart beating fast from excitement 
• ira ira - the state of being frustrated
• fura fura - dizzy, unsteady
• fuwa fuwa - fluffy
• jiro jiro - to stare
• kira kira - glitter and sparkle
• mecha mecha - messed up, illogical, unreasonable
• peko peko - to be very hungry
• pichi pichi - the state of being young, fresh, vigorous
• puni puni - squishy 
• wan wan - the sound a dog makes

Grammar

The state of being (is/are/am): desu

Add desu after a noun to compete a sentence in present of future tense.

This is a pen.  

Kore ha pen desu.

これはペンです。

I'm full.  

Onaka ga ippai desu.

お腹がいっぱいです。

It's hot.  

Atsui desu. 

暑いです。

He's Japanese.  

kare ha nihonjin desu. 

彼は日本人です。

Grammar

The state of being: deshita

Add deshita after a noun to compete a sentence in the past tense.

He was a student.  

Kare ha seito deshita.

彼は生徒でした。

That was my book.  

Boku no hon deshita.

僕の本でした。

She was feeling well.  

Kanojo ha genki deshita.

彼女は元気でした。

  It was yesterday

Kinou deshita.

昨日でした。

Grammar

Asking a question: ka?

Ka is added at the end of the sentence to make a question. 

Are you Japanese? 

Nihonjin desu ka? 

日本人ですか？

  What is this?

Kore ha nan desu ka?

これは何ですか？

When is it? 

Itsu desu ka?

いつですか？

How are you? 

Genki desu ka? 

元気ですか？

Grammar

Making a negative sentence

There is no word that is equivalent to "not." 

Affirmative

Negative

Present/Future

Past

desu

deshita

jya nai desu

jya arimasen*

jya nakatta desu

jya arimasen deshita*

"jya nai"

*formal speech

Grammar

"jya nai"

He is not Japanese.  

Kare ha nihonjin jya nai desu.

彼は日本人じゃないです。

She's not pretty .  

Kanojo ha kirei jya arimasen.

彼女はきれいじゃありません。

He wasn't a student.  

Kare ha seito jya nakatta desu.

彼は生徒じゃなかったです。

That wasn't Mr. Smith.  

Are ha Sumisu san jya arimasen deshita .

あれはスミスさんじゃありませんでした。

Grammar

What are particles?

• Hiragana characters attached to the end of a word to assign it a grammatical function.

Grammar

The particle: "ha" 「は」 

• Written as "ha"「は」but pronounced as "wa"「わ」
• Introduces a new topic to a conversion
• Sometimes compared to the English expression "As for", "Speaking of"

A is B pattern:

AはBです。 

I am Mike.

Watashi ha Mike desu.

A = noun

ha = topic particle

B = noun or adjective identifying "A"

A new topic

Superman: How's Robin?

Batman: Yeah, he's good.  

Suupaaman: Robin Kun ha genki desu ka?

Battoman: Un,  genki desu.​  

Grammar

A is B pattern

I am a student. 

Watashi ha seito desu.

He is a teacher.

Kare ha sensei desu.

She is a doctor.

Kanojo ha isha desu.

I am 23 years old

Watashi niyuusan sai desu.

I am an American.

Watashi ha Amerikan-Jin desu.

Grammar

When a question word comes after the topic in the sentence use "ha" 「は」​

Where is the restroom?

toire/otearai ha doko desu ka?

トイレ / お手洗いはどこですか？

Who is that person?

Kare ha dare desu ka?

彼はだれですか？

Grammar

"Ha" 「は」is also used to show contrast:

I like beer, but I don't like wine.

Biiru ha suki desu ga、wain ha suki jya nai desu.

ビールは好きですが、ワインは好きじゃないです。

Grammar

There is a bag over there.

Asoko ni baggu ga arimasu.

あそこにバッグがあります。

The particle: "ga" 「が」 

• Identifies the unknown of the sentence
• Used when information about a subject is important or situationally new to the listener and/or speaker

Tanaka san

You

That's my bag.

Are ha watashi no baggu desu.

あれはわたしのバッグです。

Grammar

"Ga" 「が」"but" to connect two sentences:

I want to go but I have no money.

Ikitai desu ga, okane ga nai desu.

行きたいですが、お金がないです。

I like beer, but I don't like wine.

Biiru ha suki desu ga, wain ha suki jya nai desu.

ビールは好きですが、ワインは好きじゃないです。

Grammar

When a question word is at the beginning of the sentence use "ga" 「が」​

Who will come?

Dare ga kimasu ka?

誰が来ますか？

Where are you?

Doko ga imasu ka?

どこがいますか？

Grammar

Using "ga" 「が」to emphasize the subject or distinguish it from others.​

I am Obama.

Watashi ha Obama desu.

わたしはオバマです。

I am (the one who is) Obama.

Watashi ga Obama desu.

わたしがオバマです。

は

が

Grammar

Using "ga" 「が」to emphasize the subject or distinguish it from others.​

What's interesting about that book?

Sono hon ha, nani ga omoshiroi desu ka?

その本は、何がおもしろいですか？

Tanaka san

You

The characters are interesting.

Kyarakutaa ga omoshiroi desu.

キャラクターがおもしろいです。

Grammar

Difference between "ha" and "ga"

Neko ha suki jya nai.

猫は好きじゃない。

As for cats, (he/she/it/they) don't like.

Neko ga suki jya nai.

猫が好きじゃない。

Cat is the one that (he/she/it/they) don't like.

Grammar

Difference between "ha" and "ga"

Neko ha suki jya nai.

猫は好きじゃない。

As for cats, (he/she/it/they) don't like.

Watashi ha neko ga suki jya nai.

わたしは猫が好きじゃない。

As for me, I don't like cats.

Grammar

Same question can be asked in different ways:

Suki na nomimono ha nan desu ka?

好きな飲み物は何ですか？

What do you like to drink?

Nomimono ha, nani ga suki desu ka?

飲み物は、何が好きですか？

What do you like to drink?

Grammar

I eat pizza.

Piza wo tabemasu.

ピザを食べます。

The topic particle: "o"/"wo" 「を」 

• Marks the direct object (noun) and adds a verb
• The particle "wo" always comes after the direct object and followed by a verb

Grammar

Verbs

• eat tabemasu 食べます
• drink nomimasu 飲みます
• read yomimasu 読みます
• write kakimasu 書きます
• study benkyou shimasu 勉強します
• do/play shimasu します
• go ikimasu 行きます
• come kimasu 来ます
• watch mimasu 見ます
• make tsukurimasu 作ります
• speak hanashimasu 話します
• return (home) kaerimasu 帰ります
• use tsukaimasu 使います
• sleep nemasu 寝ます

I drink beer.

Biiru wo nomimasu.

ビールを飲みます。

I read newspapers.

Shinbun wo yomimasu.

新聞を読みます。

I study Japanese.

Nihongo wo benkyou shimasu.

日本語を勉強します。

I make pancakes.

Pan keeki wo tsukurimasu.

パンケーキを作ります。

Grammar

Polite Form of Verbs

Affirmative

Negative

Present/Future

Past

masu

mashita

masen

masen deshita

Grammar

Examples of verb tense:

Present/Future

"masu" 

Past 

"mashita"

Negative Present

"masen"

Negative Past

"masen deshita"

I ate breakfast.

Asa gohan wo tabemasu.

I eat breakfast.

Asa gohan wo tabemashita.

I don't eat breakfast.

Asa gohan wo tabemasen.

I didn't eat breakfast.

Asa gohan wo tabemasen deshita.

Grammar

The particle: "no" 「の」

• Indicates possession, similar to 's in English
• Put the "no" の after the subject to take ownership
• Also similar to the English word "of"

My  book. 

Watashi no hon desu.

His pen.

Kare no pen desu.

Her car.

Kanojo no kuruma desu.

Japanese teacher.

Nihongo no sensei.

The teacher's Japanese.

Sensei no nihongo.

English book.

Eigo no hon desu.

The particle "no" の also helps to indicate location:

On the table

teeburu no ue

Under the chair

isu no shita

near the hotel

hoteru no chikaku

In front of him.

Kare no mae.

Behind the desk.

Tsukue no ushiro.

ue 上 = on, above

teeburu テーブル = table

shita 下 = down, below

isu 椅子 = chair

chikaku 近く= close, nearby

hoteru ホテル = hotel

mae 前 = front, before

kare 彼 = He, him

ushiro 後ろ= behind, back

tsukue 机 = desk

Grammar

The particle: "mo" 「も」

• Means also or too
• Used to express agreement or similarity

I like sushi too.  

Watashi mo sushi ga suki desu.  

わたしもしすが好きです。

Tanaka san

I like sushi.

Watashi ha sushi ga suki desu.

わたしはすしが好きです。

You

Grammar

More examples on "mo" も

​

I like both apples and oranges.  

Watashi ha ringo mo orenji mo suki desu.

わたしはりんごもオレンジも好きです。

Are you Japanese too?  

Anata mo Nihonjin desu ka?  

あなたも日本人ですか？

I like coffee.  I also like tea.  

koohii ga suki desu. Ocha mo suki desu.　

コーヒーが好きです。お茶も好きです。

Grammar

The particle: "de" 「で」

• Indicates the place at which an action or event takes place
• Similar to "at", "in" or "on" in English
• Can also be used to indicate "by", "with", "by means of", "total"　

I studied at school.

Gakkou de benkyou shimashita.

学校で勉強しました。

Please speak in Japanese.

Nihongo de hanashite kudasai.

日本語で話してください。

I go to work by bus.

Basu de shigoto ni ikimasu.

バスで仕事に行きます。

The total is $50.

Zenbu de go jyuu doru desu.

全部で50ドルです。

Grammar

The particle: "ni" 「に」

• Indicates a specific point in time
• Similar to "in", "at", "on" in English
• Can be used to express clock times, days of the week, months or years

I will eat at 6 o'clock.

Rokuji ni tabemasu.

六時に食べます。

I will play tennis on Tuesday.

Kayoubi ni tenisu wo shimasu.

火曜日にテニスをします。

Grammar

The particle: "ni" 「に」

• Marks the indirect object in the sentence.  The indirect object is the person or thing that receives the direct object in the sentence.  

He gave me a book.

     Kare ha watashi ni hon wo kuremashita.

彼は私に本をくれました。

indirect object: I watashi

direct object: book hon

Grammar

The particle: "ni" 「に」

• Express frequency/duration with time span "ni", such as per week, per day, per month

I go to the gym 3 times a week.

Isshukan ni 3 kai jimu ni ikimasu.

1週間に3回ジムに行きます。

time span: a week isshukan

particle: ni

frequency/duration: 3 times 3 kai

action: go ikimasu

Grammar

The particle: "ni" 「に」and "e" 「へ」

• The particles "ni" and "e" are used to indicate destination or direction
• "e" is written as "he" 「へ」
• Translated as "to" in English
• "ni" and "e" are interchangeable

I'm going home. 

     Uchi ni kaerimasu.うちに帰ります

     Uchi e kaerimasu.うちへ帰ります。

Welcome to Hawaii 

     Hawai e yokoso

     ハワイへよこそ。

Japanese Honorifics

Greetings

Good morning Mr. Tanaka.  

Tanaka San ohayou gozaimasu.

田中さんおはようございます。

Good afternoon Mrs. Kawahara.  

Kawahara Sama konnichiwa.

川原様こんにちは。

Good night Kana.  

Nana Chan oyasumi.

ななちゃんおやすみ。

Days of the Week

Schedule

Numbers

Numbers

Numbers

Counters

In Japanese numbers cannot quantify nouns by themselves, instead counters are used along with numbers to count things.  

This is similar to English, such as “a cup of coffee” or “2 glasses of wine.”

Counters

How would say the following?

Money

Money

Time

am gozen 午前

pm gogo 午後

Time

PRACTICE (pick a time from the table below):

Q: What time is it?  Nanji desu ka?　

何時ですか？

A: It’s ______. ______ desu. _______です。

Bonus

10 minutes before 5 o’clock.

go ji jyuppun mae desu.

五時十分前です。

The 5 W's + 1 H

The 5 W's + 1 H

PRACTICE

Directions

PRACTICE

Q: Where is the elevator? Erebeeta ha doko ni arimasu ka?エレベーターはどこにありますか？

A: Go straight and make a right.  It’ll be on your left. Massugu itte sore kara migi ni magatte kudasai.  Hidari gawa ni arimasu.  まっすぐに行ってそれから右に曲がってください。左側にあります。

Positional

PRACTICE

Q: Where is the restroom?

Toire ha doko ni arimasu ka?　

トイレはどこにありますか？

A: It’s next to the escalators.  

Esukareetaa no tonari ni arimasu.  

エスカレーターの隣にあります。

Q: Where is this shop located?  

kono mise ha doko ni arimasu ka?

この店はどこにありますか？

A: It’s located between Starbucks and McDonald’s.

Sutaabakkusu to Makudonarudo no aida ni arimasu.

スターバックスとマクドナルドの間にあります。

Colors

PRACTICE

Write the corresponding color next to the item.

Some Useful Phrases

Some Useful Phrases

Some Useful Phrases

Some Useful Phrases

Some Useful Phrases

Some Useful Phrases