Foreign Customer Service and Omotenashi: What's the Difference? (One-day Workshop) (FCS101-SP)

Sunday 10:00-16:30
Paul Kates
Tokyo (Maps & Directions)
Language of
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Course Details

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.


Paul Kates

Originally from Toronto (Canada), Paul 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. In addition to teaching an assortment of business courses and workshops at TUJ (in both the Continuing Education and Corporate Education departments), he is a member of the faculty group at the Globis Graduate School of Business Management, where he teaches Marketing and Strategy in their MBA Program.

Most students describe Paul as a professional and approachable instructor who challenges them to think while providing the appropriate level of support and encouragement required to develop their own understanding of not only key concepts but practical applications as well.

See his interview here.

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Fees for people who register between March 18 and April 18, 2019 and make full payment by April 18, 2019, are shown in the "Early-Bird" column below.

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Fees for employees of member companies/organizations enrolled in the "Friend of TUJ" Discount Program are shown in the "Friend of TUJ Price" column below. To become a member, please see the "Friend of TUJ Discount" page for the procedure.