(3) 4-5-6 Flashcards by Jlyn Camiguin

4.具体的な接客方法

宿泊施設ではご宿泊のお客様に「泊まって良かったな」と満足していただくことが最も重要であり、そのためにも従業員はどんな時でも丁寧な接客を行うことが必要です。お客様に対しての心のこもった接客やサービス（日本では「おもてなし」と言います）を提供しなければいけません。

接客の対応事例をいくつかご紹介します。

English Translation:

Specific Customer Service Methods
In accommodation facilities, the most important thing is to ensure that guests feel “I’m glad I stayed here” and are satisfied. For this reason, it is necessary for employees to provide polite customer service at all times. It is essential to offer heartfelt hospitality and services to the guests, which in Japan is referred to as “omotenashi.”

Here are some examples of customer service responses.

Phrase-by-Phrase Breakdown:

具体的な接客方法

具体的な (gutaiteki na) – specific

接客 (sekkyaku) – customer service

方法 (houhou) – method(s)

Translation: Specific customer service methods

宿泊施設ではご宿泊のお客様に「泊まって良かったな」と満足していただくことが最も重要であり、

宿泊施設 (shukuhaku shisetsu) – accommodation facilities

では (de wa) – as for; in

ご宿泊のお客様 (go-shukuhaku no o-kyaku-sama) – guests staying

に (ni) – to

「泊まって良かったな」 (“tomatte yokatta na”) – “I’m glad I stayed here”

と (to) – quotation particle

満足して (manzoku shite) – being satisfied

いただく (itadaku) – to receive (humble language)

こと (koto) – the fact of

が (ga) – subject marker

最も重要 (mottomo juuyou) – most important

であり (de ari) – is (formal)

Translation: In accommodation facilities, ensuring that guests feel “I’m glad I stayed here” and are satisfied is the most important thing.

そのためにも従業員はどんな時でも丁寧な接客を行うことが必要です。

そのためにも (sono tame ni mo) – for that reason as well

従業員 (juugyouin) – employees

は (wa) – topic marker

どんな時でも (donna toki demo) – at any time

丁寧な (teinei na) – polite

接客 (sekkyaku) – customer service

を (wo) – object marker

行うこと (okonau koto) – the act of performing/providing

が (ga) – subject marker

必要です (hitsuyou desu) – is necessary

Translation: For that reason, it is necessary for employees to provide polite customer service at all times.

お客様に対しての心のこもった接客やサービス（日本では「おもてなし」と言います）を提供しなければいけません。

お客様 (o-kyaku-sama) – customers/guests

に対しての (ni taishite no) – towards

心のこもった (kokoro no komotta) – heartfelt

接客 (sekkyaku) – customer service

や (ya) – and (list marker)

サービス (saabisu) – service

（日本では「おもてなし」と言います） (Nihon de wa “omotenashi” to iimasu) – (referred to as “omotenashi” in Japan)

を (wo) – object marker

提供しなければいけません (teikyou shinakereba ikemasen) – must provide

Translation: It is essential to offer heartfelt customer service and hospitality (referred to as “omotenashi” in Japan) to the guests.

接客の対応事例をいくつかご紹介します。

接客 (sekkyaku) – customer service

の (no) – possessive/attribute marker

対応事例 (taiou jirei) – response examples

を (wo) – object marker

いくつか (ikutsuka) – some/several

ご紹介します (go-shoukai shimasu) – will introduce (humble form)

Translation: Here are some examples of customer service responses.

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具体的な

(gutaiteki na) – specific

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具体的な接客方法

具体的な (gutaiteki na) – specific
接客 (sekkyaku) – customer service
方法 (houhou) – method(s)

Translation: Specific customer service methods

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宿泊施設ではご宿泊のお客様に「泊まって良かったな」と満足していただくことが最も重要であり、

宿泊施設 (shukuhaku shisetsu) – accommodation facilities
では (de wa) – as for; in
ご宿泊のお客様 (go-shukuhaku no o-kyaku-sama) – guests staying
に (ni) – to
「泊まって良かったな」 (“tomatte yokatta na”) – “I’m glad I stayed here”
と (to) – quotation particle
満足して (manzoku shite) – being satisfied
いただく (itadaku) – to receive (humble language)
こと (koto) – the fact of
が (ga) – subject marker
最も重要 (mottomo juuyou) – most important
であり (de ari) – is (formal)

Translation: In accommodation facilities, ensuring that guests feel “I’m glad I stayed here” and are satisfied is the most important thing.

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そのためにも従業員はどんな時でも丁寧な接客を行うことが必要です。

そのためにも (sono tame ni mo) – for that reason as well
従業員 (juugyouin) – employees
は (wa) – topic marker
どんな時でも (donna toki demo) – at any time
丁寧な (teinei na) – polite
接客 (sekkyaku) – customer service
を (wo) – object marker
行うこと (okonau koto) – the act of performing/providing
が (ga) – subject marker
必要です (hitsuyou desu) – is necessary

Translation: For that reason, it is necessary for employees to provide polite customer service at all times.

How well did you know this?

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Perfectly

お客様に対しての心のこもった接客やサービス（日本では「おもてなし」と言います）を提供しなければいけません。

お客様 (o-kyaku-sama) – customers/guests
に対しての (ni taishite no) – towards
心のこもった (kokoro no komotta) – heartfelt
接客 (sekkyaku) – customer service
や (ya) – and (list marker)
サービス (saabisu) – service
（日本では「おもてなし」と言います） (Nihon de wa “omotenashi” to iimasu) – (referred to as “omotenashi” in Japan)
を (wo) – object marker
提供しなければいけません (teikyou shinakereba ikemasen) – must provide

Translation: It is essential to offer heartfelt customer service and hospitality (referred to as “omotenashi” in Japan) to the guests.

How well did you know this?

Not at all

Perfectly

接客の対応事例をいくつかご紹介します。

接客 (sekkyaku) – customer service

の (no) – possessive/attribute marker

対応事例 (taiou jirei) – response examples

を (wo) – object marker

いくつか (ikutsuka) – some/several

ご紹介します (go-shoukai shimasu) – will introduce (humble form)

Translation: Here are some examples of customer service responses.

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対応事例

(taiou jirei) – response examples

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提供しなければいけません

(teikyou shinakereba ikemasen) – must provide

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（日本では「おもてなし」と言います）

(Nihon de wa “omotenashi” to iimasu) – (referred to as “omotenashi” in Japan)

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どんな時でも

(donna toki demo) – at any time

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従業員

(juugyouin) – employees

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そのためにも

(sono tame ni mo) – for that reason as well

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最も重要

(mottomo juuyou) – most important

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満足して

(manzoku shite) – being satisfied

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「泊まって良かったな」

(“tomatte yokatta na”) – “I’m glad I stayed here”

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具体的な

(gutaiteki na) – specific

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① お客様が館内で何か探されている様子の場合は、「何かお探しでしょうか」とお声がけします。

English Translation:
When guests seem to be looking for something within the facility, approach them by asking, “Is there something you are looking for?”

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何か

(nanika) – something

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館内

(kannai) – inside the facility

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探されている

(sagasareteiru) – searching (polite passive form)

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様子

(yousu) – appearance; behavior

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「何かお探しでしょうか」

(“nanika osagashi deshou ka”) – “Are you looking for something?”

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お声がけ

(okoe-gake) – speaking to; addressing

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ご案内する

(go-annai suru) – guide (polite)

2 ～ 3 歩

(ni ~ san-po) – 2 to 3 steps

左前方

(hidari zenpou) – left front

歩調

(hochou) – walking pace

合わせながら

(awasenagara) – while matching

歩きます

(arukimasu) – walk (polite)

すれ違う

(surechigau) – pass by

前

(mae) – in front

通過する

(tsuuka suru) – pass through

一度

(ichido) – once

立ち止まって

(tachidomatte) – stop briefly

会釈

(eshaku) – bow

呼び止められた

(yobitomerareta) – called/stopped (passive form)

「お呼びでございますか」

("oyobi de gozaimasu ka") – "Did you call for me?"

返事

(henji) – reply

お預かりした

(oazukari shita) – entrusted (polite)

手荷物

(tenimotsu) – luggage

運ぶ

(hakobu) – carry

丁寧な

(teinei na) – careful

取り扱い

(toriatsukai) – handling

心がけ

(kokorogake) – keep in mind

お持ちします

(omochi shimasu) – carry (polite)

お持ちします

(omochi shimasu) – carry (polite)

② 宿泊施設内でお客様をご案内する際には、2 ～ 3 歩、左前方を、お客様の歩調に合わせながら歩きます。

English Translation: When guiding guests within the accommodation facility, walk 2 to 3 steps ahead on the left, matching the guest's walking pace.

③ お客様とすれ違う時には、お客様が前を通過するまで一度立ち止まって会釈します。

English Translation: When passing by guests, stop briefly and bow until they pass in front of you.

④ お客様に呼び止められた時には、「お呼びでございますか」と返事をします。

English Translation: When called by a guest, respond with, "Did you call for me?"

⑤ お客様からお預かりした手荷物を客室まで運ぶ際には、丁寧な取り扱いを心がけ客室内までお持ちします。

English Translation: When carrying luggage entrusted by the guest to their room, handle it carefully and bring it directly into the room.

⑥ 地図を使ってお客様に道案内をする際には、手のひらを上に向け 4 本の指をそろえてご案内します。

English Translation: When guiding guests using a map, hold your palm upwards with four fingers together as you point out directions.

⑦ ルームキーをお客様に渡す時には、相手から見て正面の方向に向けて両手でお渡しします。

English Translation: When handing over a room key to a guest, present it with both hands, oriented correctly for them to view.

⑧ やむを得ず館内エレベーターを使用する際には、常にお客様を優先します。

English Translation: When you must use the facility's elevator, always prioritize the guest.

⑨ 車いすのお客様とのコミュニケーションをとる時には、お客様と目の高さを合わせて対応します。

English Translation: When communicating with wheelchair-using guests, adjust to their eye level when speaking.

⑩ 視覚障がいのあるお客様が来館された時には、何かお手伝いが出来ることがないか、お声かけをします。

English Translation: When visually impaired guests visit, ask if there is anything you can assist them with.

⑪ 杖をついた足の不自由な方がレストランにいらした時には、ご希望があれば出入り口に近い席にご案内します。

English Translation: When guests with walking difficulties and a cane visit the restaurant, guide them to a seat near the entrance if they wish.

地図

(chizu) – map

使って

(tsukatte) – using

道案内

(michiannai) – giving directions

手のひら

(te no hira) – palm of the hand

4 本の指

(yon-hon no yubi) – four fingers

そろえて

(soroete) – align; bring together

ルームキー

(ruumu kii) – room key

渡す

(watasu) – hand over

相手

(aite) – the other person

正面

(shoumen) – front; correct orientation

方向

(houkou) – direction

に向けて

(ni mukete) – directed towards Akebi towards (a destination), for the purpose of, with the goal of, targeting (a group, a demographic)

両手

(ryoute) – both hands

やむを得ず

(yamu wo ezu) – unavoidably Akebi unavoidably, inevitably, necessarily, reluctantly, against one's will

エレベーター

(erebeetaa) – elevator

使用する

(shiyou suru) – use

優先します

(yuusen shimasu) – prioritize (polite)

コミュニケーション

(komyunikeeshon) – communication

車いす

(kuruma-isu) – wheelchair

目

(me) – eyes

高さ

(takasa) – height

合わせて

(awasete) – match; align

対応します

(taiou shimasu) – respond (polite)

視覚障がい

(shikaku shougai) – visual impairment Akebi Shikaku sense of sight, vision shougai obstacle, impediment, hindrance, difficulty, barrier

来館された

(raikan sareta) – came to the facility (polite)

お声かけ

(okoe kake) – calling out; addressing

お手伝い

(otetsudai) – assistance (polite)

がないか

(ga nai ka) – is there not

杖

(tsue) – cane

足

(ashi) – leg

不自由な

(fujiyuu na) – impaired; inconvenient