#Japan #Tokyo #Multilingual Service #Hotel Okura #Mieru Tsuyaku

Tokyo’s Hotel Okura Innovates with Multilingual Video Interpretation

In April, Japan welcomed its highest number of foreign visitors this year, totaling 3,692,200, despite a slight year-on-year decline. The allure of cherry blossoms played a crucial role in attracting tourists, particularly from countries like South Korea and Taiwan, both of which saw significant increases of 21.7% and 19.7%, respectively. The rising diversity among international travelers, including notable increases from Vietnam, India, and Russia, has presented new challenges for hospitality services across Japan.

To address these challenges, Hotel Okura Tokyo has implemented a multilingual video interpretation service called “Mieru Tsuyaku” at three key locations: two front desks and one club lounge. This innovative service was developed by Terilogy Service Wear Co., Ltd., which specializes in real-time video interpretation to enhance communication between hotel staff and guests from various linguistic backgrounds.

Enhanced Communication for Diverse Guests

With a majority of its guests being international visitors—between 70% to 80%—Hotel Okura has observed a growing influx of patrons from countries such as China, Taiwan, and several South American nations like Mexico and Brazil. Traditional translation applications have often fallen short in conveying subtle nuances, leading to potential misunderstandings and emotional disputes during critical interactions, such as addressing health concerns or managing booking discrepancies.

By integrating “Mieru Tsuyaku,” the hotel staff can now communicate more effectively by connecting with professional interpreters via monitors. This setup alleviates the pressure on individual employees who may be limited in their language capabilities, transforming the guest experience into a smoother and more respectful encounter. Feedback from the hotel team has highlighted significant improvements, indicating that the presence of an interpreter has facilitated integrated communication and better clarity in expressing non-verbal cues such as facial expressions.

The Need for Human Interpreters in Hospitality

Yusei Tamaoki, Group Leader of the Solutions Department at Terilogy, emphasized the ongoing struggle of hotels and inns to effectively communicate with foreign patrons, despite the availability of free translation tools. Simple word-to-word translations often miss the courteous nuances and can lead to critical misunderstandings, especially in emergencies or during sensitive interactions related to bookings or payments.

Moreover, he pointed out that interactions in the hospitality sector should extend beyond mere exchanges of words; they should embody the essence of “omotenashi,” Japan's traditional spirit of hospitality. A meaningful connection, enriched by the nuances of personal expressions and gestures, can’t be replicated through applications alone, making human interpreters an invaluable resource.

What is Mieru Tsuyaku?

Mieru Tsuyaku is a real-time video interpretation service that connects users with interpreters through tablets or smartphones. This service allows hotel employees to engage directly with professional interpreters who can communicate effectively in both Japanese and a variety of foreign languages, enhancing the overall guest experience. The service operates 24/7 and offers support in 13 languages, including English, Chinese, Korean, Thai, Russian, Portuguese, Spanish, Vietnamese, French, Tagalog, Indonesian, Nepali, and Hindi, ensuring hotels can cater to a diverse clientele.

Additionally, under a recent legal revision aimed at improving accessibility, Mieru Tsuyaku will include standard sign language interpretation, making it accessible to all clientele, including those with hearing impairments. This initiative aligns with the aging population and the increasing awareness of the need for inclusivity within Japan’s hospitality industry.

Expanding the Reach of Mieru Tsuyaku

Hotel Okura is among a growing list of establishments across Japan integrating Mieru Tsuyaku, with numerous hotels and hospitality providers already benefiting from this innovative service. Terilogy Service Wear plans to showcase Mieru Tsuyaku further, participating in events like the Hotel & Restaurant Show in Kansai in 2026, aiming to elevate multilingual services in the hospitality sector.

For more information on Mieru Tsuyaku, you can visit the official Mieru Tsuyaku Service Site or Terilogy Service Wear.