Accommodation test Exam study (behavior) | Recruitment site for foreigners-Hataraku JAPAN

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Specified skill evaluation test guide
Exam study (behavior/behavior)

Ada fungsi terjemahan otomatis untuk bahasa Indonesia.


Light bow (bow/eshaku)

Greetings when passing or making eye contact with customers or superiors
・The line of sight is about 3 cm from your feet (angle is 15 degrees)
・Lower your head and count for 1 second

Greetings (Salute/Keirei)

common bow.Used when greeting each other.
・The line of sight is about 2 cm from your feet (angle is 30 degrees)
・Lower your head and count for 2 second

polite bow

It is used when welcoming or sending off customers, when apologizing or complaining.
・The line of sight is about 1 cm from your feet (angle is 45 degrees)
・Lower your head and count for 2 second


A bright smile is necessary for building relationships, whether in business or in private.
Whether you're talking to a customer or waiting, try to keep a smile on your face while you're working.
In order to show a natural smile, let's always practice smiling.

how to make a smile

・Raise your mouth.
・Make your eyes smile.
- Show upper teeth as much as possible.
-Hide the lower teeth as much as possible.
・Don't show your gums too much.

Posture while standing/waiting

Even when you are waiting for customers, pay attention to your posture and facial expressions.
Always be aware that you are being watched by customers.

Standing point

・The line of sight is straight.
・Hold one shoulder horizontally.
・Keep your back straight.
・Keep your hands down and your fingers aligned.
・Put power in the middle of your waist and tighten your stomach.
・Straighten your knees.
・Put your right hand down and bend forward.
*Most Japanese people are right-handed.By hiding the dominant hand, it expresses the intention that it is not an enemy.


Align your fingers when pointing to a target place or object.Face the customer with your palm.
Pointing your finger can be perceived negatively, so be careful not to do it.

How to allocate and hand over things

When you receive something, take it with both hands and say "Ozukarimasu".
When handing over an item, hold it so that the front of the item is facing the customer and hand it over with both hands.
When handing out a knife such as scissors, point it at yourself so that the customer does not get hurt.

way of speaking

In order to serve customers better, it is important not only to smile, but also to use your voice.
Be conscious of three points and try to make a good impression on your voice.

・Moderate thickness and size.
・Speak slowly.
・Let's speak with strength and weakness.

Words you shouldn't say/taboo

Rude attitudes and words make customers feel uncomfortable.
Be careful not to use words or attitudes that should not be said, as it may cause complaints.

・Don't say "I don't know" or "I can't".If you don't understand something, call your boss immediately and ask them to help you.
・Listen carefully to the end of the customer's story.
・Don't rely on manuals, try to use heartfelt words.

Complaint handling

As long as you are in the customer service business, complaints cannot be avoided.
But sometimes a good response can leave a better impression than when the problem arose.
Be sure to take complaints from customers seriously and respond with sincerity.

Listen carefully to what the customer has to say

Apologize for making you feel uncomfortable, listen to what the customer is saying, and think about what they are angry about and what they are looking for.
If you say what you want to say in the middle of the story, you will get frustrated, so be sure to come to the end.

If you can respond immediately, solve it on the spot
If you can handle it by yourself.Act now.
If you can't handle the situation or don't know how to deal with it, don't try to deal with it by yourself.


At hotels and ryokans, your personal appearance is checked more strictly than at other jobs.
You should be aware that you are the “representative” of the hotel or ryokan, and dress appropriately.
If you are not dressed properly, the image of hotels and inns will be bad, so be careful.


・Are you wearing the provided uniform correctly?
・Have you forgotten to put on the button or tighten the zipper?
・Are there any stains on uniforms or shoes?
・Is your hair fine?
・Do you have a beard?
・Is your makeup too dark?
・Do you have any problems with odors, such as sweat, mouth odor, or strong scents?
・Are the nails cut short?
・Are you wearing eye-catching accessories or glasses?
・Do you have ballpoint pens, memos, etc., ready to be taken out?