April Visitor Numbers Hit Year's High, Diversification Accelerates with Vietnam and India; Okura Tokyo Introduces Multilingual Video Interpretation Service 'Mieru Tsuyaku' at Three Front Desks Amidst Growing Demand for Multilingual Support in Hotels and Ryokans

Terilogy Service Ware Co., Ltd. (Chiyoda-ku, Tokyo; President and Representative Director: Michihiro Iida; hereinafter TSW) is pleased to announce that 'Mieru Tsuyaku,' its multilingual video interpretation service, has been adopted by Hotel Okura Tokyo, operated by Hotel Okura Co., Ltd. (Minato-ku, Tokyo; President and Representative Director: Shinji Umehara) in Toranomon, Tokyo, as part of its services to welcome inbound tourists. Image of Mieru Tsuyaku usage Mieru Tsuyaku app screen Okura Tokyo According to government data, the number of foreign visitors to Japan in April was 3,692,200, a decrease compared to the previous year but the highest for the year due to cherry blossom popularity. Breaking down the numbers, significant growth was seen from South Korea (up 21.7%) and Taiwan (up 19.7%). Furthermore, nine countries, including Vietnam, India, and Russia, recorded their highest April figures, indicating an expansion in the diversification of inbound visitors. Accompanying this trend is the growing challenge of multilingual support at hotels and ryokans, which serve as the primary reception points. Many voices have been raised about the difficulties in communicating with foreigners who differ in language, culture, and mindset. Frequent situations arise that cannot be smoothly handled by simple translation apps, such as 'responding to guests feeling unwell,' 'trouble with reservation changes via booking sites,' or 'explaining the need to pay entry and accommodation taxes.' These require polite and reliable communication, which is where 'Mieru Tsuyaku,' a service that provides human interpretation via monitor, is utilized. ■Okura Tokyo Streamlines Communication with the Introduction of 'Mieru Tsuyaku' Approximately 70-80% of Hotel Okura Tokyo's guests are foreign nationals. Since the beginning of the year, there has been an increase in visitors from China, Taiwan, and also from South American countries such as Mexico and Brazil. While the hotel has been advancing its multilingual measures in response, simple translation apps have often failed to convey subtle nuances, leading to emotional exchanges. Currently, reliance on specific employees for languages like Chinese, Spanish, and Portuguese is a reality. Therefore, starting in April, 'Mieru Tsuyaku' was installed at three key locations: two front desks in each building where guest interactions are frequent, and one in the Club Lounge. By having human interpretation operators mediate through monitors, rather than relying solely on simple translation apps, all staff members can now confidently handle initial multilingual inquiries, reportedly reducing emotional misunderstandings and troubles. Staff on the ground have shared feedback such as, 'The involvement of a third party (interpretation operator) led to smoother communication' and 'We were able to communicate effectively, including non-verbal information like facial expressions.' ■TSW Representative Explains the Situation and Challenges of Multilingual Support in the Hotel and Ryokan Industry Yusei Tamaoki, Group Manager of TSW's Solution Business Division 'Please tell me why hotel multilingual support challenges aren't decreasing despite the spread of convenient free translation tools.' While it's often thought that 'simple translation apps and devices are sufficient,' they can translate simple words but fail to convey polite nuances. Translation errors are unacceptable in situations like resolving discrepancies with overseas booking sites or handling medical emergencies. Conversation tempo is also crucial; the act of repeatedly exchanging smartphones and reading translated text takes time, and in a crowded lobby, misinterpretations due to background noise are frequent. Furthermore, Japanese's characteristic 'omission of subjects' easily leads to AI mistranslations, which can pour fuel on the fire if misunderstandings occur during complaint handling. In hotel services, 'omotenashi' (hospitality) is paramount, going beyond mere word exchange. It requires 'warm, polite conversation' using the guest's native language, facial expressions, and gestures. This is precisely why simple translation apps fall short, and interpretation services involving human intervention are chosen, a fact I strongly feel. What is Mieru Tsuyaku? A real-time video interpretation service using tablets and smartphones 'Mieru Tsuyaku' is a video interpretation service that connects users to an interpretation operator with a single touch from a tablet or smartphone, supporting customer service interactions. Because users and professional interpretation operators fluent in Japanese and foreign languages can see each other's faces and expressions Face to Face, conversations can be held even on difficult topics or with subtle nuances that machines cannot discern. The interpretation call center supports 13 languages: English, Chinese, Korean, Thai, Russian, Portuguese, Spanish, Vietnamese, French, Tagalog, Indonesian, Nepali, and Hindi, operating 24 hours a day, 365 days a year (excluding some languages). Mieru Tsuyaku Service Sticker View Details Sign Language Interpretation (Japanese Sign Language) Provided as Standard Following the amendment to the Act on the Elimination of Discrimination against Persons with Disabilities, the 'provision of reasonable accommodation' by businesses for persons with disabilities changed from an 'effort obligation' to an 'obligation' on April 1, 2024. 'Mieru Tsuyaku' provides sign language interpretation as standard across all plans, making it available at all companies, public transportation, and administrative organizations that have introduced 'Mieru Tsuyaku.' Sign language interpretation is provided as standard. Introduction Cases in the Accommodation Industry Seibu Prince Hotels Worldwide, Inc. 17 facilities nationwide, including Shinagawa Prince Hotel Mitsui Fudosan Hotel Management Co., Ltd. 25 facilities nationwide, including Mitsui Garden Hotel Kyoritsu Maintenance Co., Ltd. 4 facilities, including La Vista Tokyo Bay Greens Co., Ltd. 3 Comfort Hotel facilities Tokyo Dome Hotel Corporation Tokyo Dome Hotel And 46 companies and 157 facilities (as of May 2026) Mieru Tsuyaku Service Site: https://www.mieru-tsuyaku.jp/ Terilogy Service Ware: https://terilogy-sw.com/ ◆Scheduled to Exhibit at Hotel & Restaurant Show in Kansai Again in 2026, Following Last Year To support the expansion of the inbound tourism market and assist clients struggling with multilingualization, we will exhibit at the Hotel & Restaurant Show in Kansai. You can experience 'Mieru Tsuyaku' firsthand, so please visit our booth. Dates: July 22 (Wed) - 24 (Fri), 2026, 10:00 - 17:00 (Closes at 16:30 on the final day) Venue: INTEX Osaka (1-5-102 Nanko-kita, Suminoe-ku, Osaka) Booth Number: 5-W7 Visitor Registration URL: https://www.ult-thunder.jp/kansai-exhibition-2026/visitor/introduce/FH1049/fill Media Inquiries Regarding This Matter: Terilogy Service Ware Co., Ltd. Public Relations: Nakazato TEL: 03-4550-0556 Mail: tsw.s-sales@terilogy.com Inquiries Regarding 'Mieru Tsuyaku': Terilogy Service Ware Co., Ltd. Mieru Tsuyaku Department TEL: 03-4550-0556 Mail: tsw.s-sales@terilogy.com