Japanese Customer Service Phrases for International Hotels and Ryokans

Hook: Stop guessing — practice the exact keigo hotel staff and guests need in 2026

If you're a hospitality professional, teacher, or language student frustrated by scattered examples and textbook keigo that never matches real life, this article solves that problem. We use concrete hospitality scenes inspired by recent travel trends (celebrity-driven sightseeing, long-stay workation guests, sustainability-focused travelers) to give you polished, usable scripts and pronunciation tips for hotels and ryokans. Practice these roleplays, and you’ll be ready for the modern international guest in Japan.

Why this matters in 2026: trends reshaping hotel Japanese and polite speech

Travel patterns shifted again in late 2024–2025 and into 2026. Post-pandemic international arrivals rebounded, celebrity-led tourism hotspots made certain small locations more visible, and remote-work + long-stay travelers now look for hybrid hospitality services. At the same time, AI translation tools have improved, but they still struggle with keigo (敬語) subtleties that affect guest trust. That means human staff who can use polite speech correctly remain indispensable.

• Long-stay & workation guests: ask for desk setups, high-speed Wi‑Fi, and extended-stay discounts.
• Celebrity and niche tourism: VIP handling and discretion matter more — staff must use elevated keigo.
• Sustainability and local experiences: guests request eco policies and curated local tours — staff need phrases to explain and upsell politely.
• Digital-first interactions: contactless check-in and AI voice desks are common, but human keigo reassures international guests.

Keigo primer (quick): three layers to master

Before the scripts, a short refresher. Use this to choose the correct level when roleplaying.

• Teineigo (丁寧語) — polite forms using です/ます. Good for most guest interactions.
• Sonkeigo (尊敬語) — respectful language to elevate the guest's actions (e.g., いらっしゃる, おっしゃる).
• Kenjougo (謙譲語) — humble language to lower the speaker (staff) and show deference (e.g., 参る, 伺う, いたす).

Common mapping: "I will bring" → 持ってまいります／お持ちいたします (kenjougo); "You are" → いらっしゃいます (sonkeigo).

Pronunciation tips (practical)

• Read slowly and emphasize vowel length — keigo often contains long vowels (e.g., ようこそお越しくださいました — note the long o’s).
• Use shadowing: play a native recording, then speak immediately after. Repeat 10x.
• Record yourself and listen for pitch and rhythm. Keigo uses a steady polite intonation; avoid rushed speech.
• Practice key particles: は (wa) vs が (ga), and polite verb endings — mistakes change nuance.

Scene scripts: roleplay-ready phrases (Hotel & Ryokan)

Each scene includes: staff line (Japanese), romaji, English translation, keigo note, and a short pronunciation tip.

Scene 1 — International hotel: Standard check‑in (first-time tourist)

Use: polite but friendly. Most common daily script.

• Staff: いらっしゃいませ。ご予約のお名前をお願いいたします。
  Romaji: Irasshaimase. Go‑yoyaku no onamae o onegai itashimasu.
  English: Welcome. May I have the name on your reservation, please?
  Keigo note: いらっしゃいませ (set phrase). いたします is humble (kenjougo) used for polite requests.
  Pronunciation tip: Pause briefly after いらっしゃいませ to sound calm and attentive.
• Guest: スミスです。チェックインをお願いします。
  Romaji: Sumisu desu. Chekku‑in o onegaishimasu.
  English: I’m Smith. I’d like to check in, please.
  
• Staff: ありがとうございます。身分証明書のご提示をお願いいたします。カードでのお支払いはよろしいでしょうか。
  Romaji: Arigatou gozaimasu. Mibun shoumeisho no go‑teiji o onegai itashimasu. Kaado de no o‑shiharai wa yoroshii deshou ka.
  English: Thank you. May I see your ID? Will payment by card be okay?
  Keigo note: ご提示, ご支払い use the honorific prefix ご. いたします is humble. Use deshouか to soften direct questions.

Scene 2 — Hotel: Handling a late‑arrival VIP (celebrity or high-profile guest)

Use: elevated sonkeigo forms, discretion language.

• Staff: 本日はご到着いただき、誠にありがとうございます。お荷物はお預かりいたしましょうか。ご滞在中は私どもが責任を持って対応させていただきます。
  Romaji: Honjitsu wa go‑touchaku itadaki, makoto ni arigatou gozaimasu. O‑nimotsu wa o‑azukari itashimashou ka. Go‑taizai‑chuu wa watakushi‑domo ga sekinin o motte taiou sasete itadakimasu.
  English: Thank you very much for arriving today. May we hold your luggage? During your stay, we will take full responsibility for attending to you.
  Keigo note: いただく (receive) used humbly; させていただきます is polite humble permission. For VIPs, speak slowly and use discretion phrases like ご配慮ください or 承知いたしました.
• Pronunciation tip: Keep the cadence even; avoid upward inflection on every sentence to sound professional and calm.

Scene 3 — Ryokan check‑in: explaining tatami, yukata, and dinner times

Ryokans rely on ceremony and polite speech. Use humble forms for staff actions and respectful language to the guest.

• Staff: ようこそお越しくださいました。当館ではおくつろぎ用に浴衣と作務衣をご用意しております。お夕食は午後七時からでよろしいでしょうか。お布団は後ほどお持ちいたします。
  Romaji: Youkoso okoshi kudasaimashita. Toukan dewa okutsurogi‑you ni yukata to samue o go‑yoi shite orimasu. O‑yuushoku wa gogo shichiji kara de yoroshii deshou ka. O‑futon wa nochi hodo o‑mochi itashimasu.
  English: Welcome. We provide yukata and samue for your comfort. Is 7:00 PM for dinner acceptable? We will bring your futon later.
  Keigo note: お越しくださいました is polite past. お持ちいたします uses kenjougo to humble staff action.
• Guest: はい、七時でお願いします。温泉の入り方を教えていただけますか。
  Romaji: Hai, shichiji de onegaishimasu. Onsen no hairikata o oshiete itadakemasu ka.
  English: Yes, 7:00 is fine. Could you explain how to use the onsen?
  Keigo note: いただけますか elevates politeness when requesting information.
• Staff: ご案内申し上げます。まず浴場で石鹸を使い、身体をよく洗ってからお入りください。大浴場は深夜十二時までご利用いただけます。
  Romaji: Go‑annai moushiagemasu. Mazu yokujou de sekken o tsukai, karada o yoku aratte kara o‑hairi kudasai. Daiyokujou wa mayonaka juuni‑ji made go‑riyou itadakemasu.
  English: Allow me to explain. First, please wash thoroughly with soap in the washing area before entering. The main bath is available until midnight.
  Keigo note: 申し上げる is humble; ご案内 is polite noun with honorific prefix. Pronunciation tip: For longer sentences, breathe at natural phrase breaks (after nouns like 大浴場は).

Scene 4 — Dining service at a ryokan: announcing courses

• Staff: 夕食の前菜をお持ちいたしました。どうぞごゆっくりお召し上がりくださいませ。アレルギーがございましたら、すぐにお申し付けください。
  Romaji: Yuushoku no zensai o o‑mochi itashimashita. Douzo go‑yukkuri o‑meshiagari kudasaimase. Arerugii ga gozaimashitara, sugu ni o‑moushikake kudasai.
  English: I have brought the dinner appetizer. Please enjoy at your leisure. If you have any allergies, let us know immediately.
  Keigo note: お召し上がり is respectful expression for eating. お申し付けください is formal way to say "please tell us."

Scene 5 — Handling complaints (room noise / amenities issue)

Calm, humble language reduces escalation. Offer immediate remediation and a sincere apology.

• Staff: 大変申し訳ございません。ご迷惑をおかけし、心よりお詫び申し上げます。すぐに確認し、至急対応いたします。差し支えなければ、少々お時間をいただけますでしょうか。
  Romaji: Taihen moushiwake gozaimasen. Gomeiwaku o okake shi, kokoro yori owabi moushiagemasu. Sugu ni kakunin shi, shikkyuu taiou itashimasu. Sashitsukae nakereba, shoushou o‑jikan o itadakemasu deshou ka.
  English: We're terribly sorry. We apologize from the heart for the inconvenience. We'll check immediately and respond urgently. If acceptable, may we have a moment of your time?
  Keigo note: 申し訳ございません is a strong apology. いたします as humble form for action. Use 「差し支えなければ」 to soften requests.
• Guest (calm): わかりました。お願いします。
  Romaji: Wakarimashita. Onegaishimasu. English: Understood. Please do so.

Scene 6 — Phone reservation: English‑speaking caller with questions

Phone scripts require clear, polite phrasing and repeat-back to confirm details.

• Staff: お電話ありがとうございます。【ホテル名】でございます。ご予約のお手伝いをさせていただきます。お日にちとご人数をお伺いしてもよろしいでしょうか。
  Romaji: O‑denwa arigatou gozaimasu. [Hotel‑mei] de gozaimasu. Go‑yoyaku no otetsudai o sasete itadakimasu. O‑nichiji to go‑ninzu o okikishite mo yoroshii deshou ka.
  English: Thank you for calling [Hotel]. We will be happy to assist with your reservation. May I ask the date and number of guests?
  Keigo note: させていただきます shows polite offering. Repeat caller details to confirm accuracy.
• Pronunciation tip: Enunciate numbers clearly (e.g., いち、に、さん) and repeat the reservation date back to the caller.

Scene 7 — Checkout and billing, including foreign-currency questions

• Staff: ご精算でございますね。クレジットカードはご利用でしょうか、それとも現金でよろしいでしょうか。領収書はお入用ですか。
  Romaji: Go‑seisan de gozaimasu ne. Kurejitto kaado wa go‑riyou deshou ka, soretomo genkin de yoroshii deshou ka. Ryuushuu‑sho wa o‑ireyou desu ka.
  English: You’re checking out now. Will you be using a credit card or cash? Would you like a receipt?
  Keigo note: ご精算 is polite noun; multiple soft questions using でしょうか avoid sounding blunt.
• Staff (if guest asks about exchange): 当館では両替サービスは行っておりませんが、近くの銀行かコンビニエンスストアのATMをご案内いたします。
  Romaji: Toukan dewa ryougae saabisu wa okonatte orimasen ga, chikaku no ginkou ka konbini no ATM o go‑annai itashimasu.
  English: We do not offer currency exchange, but we can direct you to a nearby bank or convenience-store ATM.
  Keigo note: いたします is humble and helpful; using alternatives (銀行、コンビニ) is practical.

Advanced strategies: roleplay drills and classroom exercises

To make keigo stick, structure practice around realistic conditions. Try these drills.

1. Speed ladder: Start at 80% speed, then 100%, then 120% to build clarity under pressure.
2. Role rotation: Students alternate staff/guest every 3 minutes; the guest introduces a new complication each round (late check‑in, allergy, VIP).
3. Error hunt: Instructor deliberately uses incorrect keigo (wrong verbs or over-politeness). Trainees identify and correct.
4. AI guest simulator (2026): Use an LLM or voice assistant to simulate difficult guests — but evaluate the responses; AI may not catch cultural subtleties.
5. Shadow playback: Record real staff in training, anonymize, and have learners shadow 10x for natural rhythm.

Pronunciation drills tied to phrases

Three focused exercises:

• Long‑vowel drill: Repeat these 5 times: ようこそお越しくださいました (youkoso okoshi kudasaimashita) — focus on extended "o" and smooth transition.
• Respect pairs: Say these pairs to internalize sonkeigo vs kenjougo — いらっしゃる / 参る, おっしゃる / 申す — 10 reps each.
• Apology ladder: すみません → 申し訳ありません → 大変申し訳ございません — practice increasing intensity while maintaining calm tone.

Cultural & etiquette pointers for staff (ryokan vs hotel)

• At ryokans, bowing and offering slippers are expected. Use small expressions like どうぞごゆっくり to invite relaxation.
• Luxury hotels often combine English and keigo; brief sonkeigo lines (“お客様”) then natural English for clarity can work for international VIPs.
• Privacy and discretion: for celebrity or sensitive guests, use phrases such as ご配慮いたします (we will be discreet) and confirm whether they prefer anonymity on records. See examples from fan-event handling.
• Sustainability questions: guests ask about recycling, towels, and food sourcing. Use: 当館は環境に配慮しており、リネンの交換はご希望の時のみ行っております (We are eco‑minded; linen changes are done upon request). For running sustainable local programs and collaborations, review micro-popups and local experiences.

Real‑world case study (mini): How keigo prevented a PR issue

In late 2025 a boutique hotel near a famous island saw a surge of visitors hoping to photograph celebrity arrival spots. Staff used elevated keigo and discrete language to manage crowds and media — offering private arrival windows and using phrases like ご面会は差し控えいただけますでしょうか (Could we ask you to refrain from meeting them?). That combination of calm, humble language and firm boundaries defused tension and preserved the guest experience.

Tip: The right keigo can be a de‑escalation tool. Calm, humble language communicates respect and authority at once.

Quick cheat‑sheet: 30 essential phrases (printable)

Use this as a pocket sheet for on‑the‑job practice. Each line: Japanese — romaji — quick English.

• いらっしゃいませ — Irasshaimase — Welcome.
• ご予約のお名前をお願いいたします — Go‑yoyaku no onamae o onegai itashimasu — Reservation name, please.
• お荷物をお預かりいたします — O‑nimotsu o o‑azukari itashimasu — We will hold your luggage.
• 少々お待ちくださいませ — Shoushou omachi kudasaimase — Please wait a moment.
• お待たせいたしました — O‑matasせ itashimashita — Thank you for waiting.
• 申し訳ございません — Moushiwake gozaimasen — We are very sorry.
• 只今ご案内いたします — Tadaima go‑annai itashimasu — I will show you now.
• ご滞在はいかがでしょうか — Go‑taizai wa ikaga deshou ka — How is your stay?
• ご到着おめでとうございます — Go‑touchaku omedetou gozaimasu — (Polite welcome on arrival.)
• お支払いはカードでよろしいですか — O‑shiharai wa kaado de yoroshii desu ka — Card payment okay?
• アレルギーはございますか — Arerugii wa gozaimasu ka — Any allergies?
• ご希望の時間をお知らせください — Go‑kibou no jikan o oshirase kudasai — Please tell us your preferred time.
• お手伝いできることはございますか — O‑tetsudai dekiru koto wa gozaimasu ka — Anything we can assist with?
• 領収書をお入れしますか — Ryuushuu‑sho o o‑ire shimasu ka — Would you like a receipt?
• お気をつけてお帰りくださいませ — Oki o tsukete okaeri kudasaimase — Have a safe trip home.

Next steps & actionable takeaways

• Pick three scenes from above and rehearse them daily for one week using shadow templates and shadowing.
• Record roleplays and compare against a native sample; focus on rhythm and humbling verbs. For recording setups and audio workflows, see this studio field review.
• Incorporate AI guest simulators for unpredictable inputs, but always validate the AI's keigo suggestions with a native speaker or senior trainer.
• Create a pocket cheat‑sheet (print the 30 phrases) and roleplay during real shifts for confidence.

Closing: Why mastering keigo is still the best ROI in hospitality

In 2026, technology can streamline check‑ins and answer basic questions — but keigo is what builds trust, calms difficult situations, and leaves a lasting impression. Whether you work in a city hotel hosting celebrities, a ryokan preserving centuries‑old rituals, or a modern property serving long-stay remote workers, precise polite speech and practiced pronunciation will set your service apart.

Call to action: Download our free printable phrase sheet and 8 roleplay audio tracks — practice with teammates this week. Want a tailored training plan for your property or class? Contact us to book a keigo workshop or online coaching session and get a custom script pack for your hotel's typical scenes. For audio and roleplay production tips, see this studio field guide.

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