Foreign Customer Service and Omotenashi

Course Code: FCS101-WS
Semester: Summer Day: Sun Time: 10:00-11:30 Hours: 6 Sessions: 4 Start Date: 2022/7/3 End Date: 2022/7/24 Medium of Instruction: English Location: Online

Registration Closed - Add to Wishlist

Course Description

Over the past 5 years, foreign inbound tourism has increased by approximately 300%. Furthermore, Japan's leaders have set a target to double annual inbound tourism to 40 million visitors in 2020, with a focus on attracting more Westerners. As such, "Omotenashi" has become an increasingly large topic in Japan. This workshop is designed to explore the challenges that Japan's tourism industry will face and to develop an effective strategy for dealing with the boom in Western visitors to Japan. Omotenashi+ is not about trying to fix something that isn't broken. Instead, it's about adding another dimension to traditional Omotenashi in order to better serve Western customers. This workshop would benefit those working in all facets of Japan's tourism industry including (but not limited to): hotels, restaurants, travel agencies, retail stores, attractions, and volunteers for the upcoming 2020 Tokyo Olympics.


No required textbook


Paul Kates

Instructor Biography

Originally from Toronto (Canada), Paul Kates has over 20 years of diverse professional experience. After the completion of his MBA from the Schulich School of Business at York University, he began his career in the Entrepreneurial Services Practice of Ernst & Young, providing accounting, auditing, and consulting services to a wide variety of businesses. He then moved on to management positions for companies operating in both the consumer goods and hospitality sectors, including a Fortune 500 company, where he was engaged primarily in marketing, sales, customer service, and merchandising activities. Paul arrived in Tokyo in 2006 and has spent the majority of his time here as a University Instructor and Corporate Trainer. Among other things, he teaches an assortment of business courses and workshops at TUJ.