In May, Double-Digit Growth in Visitors from 11 Markets Including Malaysia and Mexico Accelerates Multinational Trends; With Demand Rising for Multilingual Support at Hotels and Ryokans, Four Properties Including "NOHGA HOTEL" Implement "Mieru Tsuyaku" to Achieve Multilingual Front Desk Service

Terilogy ServiceWare Co., Ltd. (Chiyoda-ku, Tokyo; President and CEO: Michihiro Iida; hereinafter "TSW") announces that its multilingual video interpretation service "Mieru Tsuyaku" has been adopted by all four properties of Nomura Real Estate Hotels Co., Ltd. (hereinafter "Nomura Real Estate Hotels")—"NOHGA HOTEL" (hereinafter "NOHGA Hotel") and "Hotel Niwa Tokyo" (hereinafter "Hotel Niwa")—to support front desk operations amid increasingly diverse international visitors.

Front desk staff at "NOHGA Hotel Ueno Tokyo" using "Mieru Tsuyaku," with a human interpreter visible via monitor

According to the Japan National Tourism Organization (JNTO), the number of overseas visitors in May totaled 3,559,900, down year-on-year for the second consecutive month due to travel restrictions in China. However, visitor numbers from the Middle East—including Israel and Turkey—and India reached record highs for a single month, with 11 markets showing double-digit year-on-year growth. Malaysia and Mexico each saw increases exceeding 30%, reflecting accelerating diversification in the nationalities of international visitors.

Accompanying this trend is an urgent need for multilingual support for non-English-speaking visitors who speak only their native languages. Frontline staff at hotels and ryokans frequently report difficulties communicating with foreign guests whose languages, cultures, and ways of thinking differ from their own. Scenarios requiring careful and accurate communication—such as resolving booking issues via international websites, attending to guests feeling unwell, or explaining accommodation taxes—often cannot be handled smoothly using simple translation apps.

"NOHGA Hotel" and "Hotel Niwa" Enable Multilingual Front Desk Service for All Staff Through Implementation of "Mieru Tsuyaku"

At "NOHGA Hotel" and "Hotel Niwa" in Tokyo and Kyoto, operated by Nomura Real Estate Hotels, over 90% of guests are international visitors, with increasing diversity over the past one to two years, including more guests from Spain, France, and Russia.

While simple inquiries such as "Where is the restroom?" from non-English-speaking guests could previously be managed using basic translation apps, challenges arose in situations requiring nuanced communication. For example, explaining that a guest's passport name does not match their reservation (due to use of a nickname), clarifying room changes and resulting additional charges made through overseas booking sites, or explaining seasonal rate changes. With simple translation apps, staff struggled to confirm whether complex messages were accurately translated, and connection issues often disrupted the flow of explanation, leading to guest confusion or emotional reactions.

Following a trial period, "Mieru Tsuyaku" has now been implemented across all four properties of "NOHGA Hotel" and "Hotel Niwa." With professional operators providing interpretation via monitor in the guest's native language, all front desk staff can now confidently provide multilingual service regardless of their own language proficiency. This has led to improved customer satisfaction and reduced costs associated with multilingual support.

Tomoya Kakegawa, General Manager of "NOHGA Hotel Ueno Tokyo"

Q: How has the implementation of "Mieru Tsuyaku" changed things?

A: I feel that multilingual support at the front desk has enhanced satisfaction for both guests and staff. For example, during a conversation to resolve a booking issue, we learned it was a guest's birthday trip, and we were able to present them with a complimentary drink voucher, greatly enhancing their experience. These thoughtful gestures have also boosted staff morale and reduced their workload. Looking ahead to increasing tourist numbers, we will continue to enhance our services.

Yuusei Tamaki, Group Leader, Product Sales Group at TSW

Q: Given the widespread availability of free translation tools, why do multilingual communication challenges persist?

A: Simple translation apps often produce AI errors, particularly due to Japanese sentence structures that omit subjects. In noisy environments like crowded lobbies, misinterpretations increase. At service sites, interactions require more than just word-for-word translation—they demand "warm, careful conversation" that includes facial expressions and gestures. That's why services involving human interpreters are increasingly chosen.

Overview of Implementation

Following trials in 2025, "Mieru Tsuyaku" will begin operations at the front desks of all four properties operated by Nomura Real Estate Hotels starting May 2026: "NOHGA Hotel Ueno Tokyo," "NOHGA Hotel Akihabara Tokyo," "NOHGA Hotel Shimizu Kyoto," and "Hotel Niwa Tokyo." Language support is as follows:

1 English, Chinese, Korean, Portuguese, Spanish: 24 hours, 365 days a year

2 Thai, Vietnamese, Russian, French, Tagalog, Nepali, Hindi, Indonesian: daytime support, with specified days of the week

3 Sign language interpretation (Japanese Sign Language): 8:00–20:00, 365 days a year

Nomura Real Estate Hotels (https://www.nomura-hotels.co.jp/) operates two brands: "NOHGA HOTEL" and "Hotel Niwa."

"NOHGA HOTEL" (https://www.nohgahotel.com/) is a lifestyle hotel brand offering experiential value centered on "music, art, and cuisine," with properties in Ueno, Akihabara, and Shimizu Kyoto. The brand's concept is "wonderful experiences born from deep connections with the local community."

"Hotel Niwa Tokyo" (https://www.hotelniwa.jp/) traces its roots to a Japanese inn established in 1935. With the concept "A garden in the heart," it offers serene, harmonious spaces inspired by nature and incorporates traditional Japanese aesthetics into its services.

About Mieru Tsuyaku

Real-time video interpretation service via tablet or smartphone

"Mieru Tsuyaku" is a video interpretation service that connects staff instantly to interpreters via tablet or smartphone with one tap, supporting customer service interactions. Professional interpreters fluent in both Japanese and foreign languages enable face-to-face communication, allowing for accurate conveyance of subtle nuances and complex content that machines cannot interpret.

The interpretation call center provides 24/7, 365-day support in 13 languages: English, Chinese, Korean, Thai, Russian, Portuguese, Spanish, Vietnamese, French, Tagalog, Indonesian, Nepali, and Hindi (24/7 availability excludes certain languages).

Mieru Tsuyaku service sticker

Learn more

Standard provision of sign language interpretation (Japanese Sign Language)

Amendments to the Act on Elimination of Discrimination against Persons with Disabilities made reasonable accommodations for persons with disabilities a legal obligation for businesses, effective April 1, 2024, upgrading from a "duty to endeavor." "Mieru Tsuyaku" includes sign language interpretation as a standard feature in all plans, enabling businesses, public transportation providers, and government agencies that adopt the service to offer sign language support.

Sign language interpretation is provided as standard

Mieru Tsuyaku Service Website: https://www.mieru-tsuyaku.jp/

Terilogy ServiceWare: https://terilogy-sw.com/

Media inquiries regarding this announcement

Terilogy ServiceWare Co., Ltd., Public Relations, Nakasato

TEL: 03-4550-0556 Mail: tsw.s-sales@terilogy.com

Inquiries regarding "Mieru Tsuyaku"

Terilogy ServiceWare Co., Ltd., "Mieru Tsuyaku" Support

TEL: 03-4550-0556 Mail: tsw.s-sales@terilogy.com