Although the tourism industry has been hit hard by COVID-19, securing and training hospitality personnel to provide high-quality services in hotels and other lodging facilities remains a priority. Hotel staff need to have communication skills that embody hospitality and provide services in native and foreign languages. This study is a part of the project that aims to visualize and present these skills. The current paper investigates the linguistic expressions and communicative techniques of English and Japanese used by hotel staff when serving guests, and examines the degree of language difficulty for non-native speakers. We extracted conversational dialogues and phrases for each situation of hotel staff serving guests, created ‘Can-Do’ descriptors from them, and examined the degree of difficulty by referring to the CEFR （The Common European Framework of Reference for Languages） criteria. The results revealed that many situations in both languages can be handled at the basic language proficiency level of A2＋ in the CEFR; however, the level required differs depending on the positions of staff engaged in each task.

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This study aimed to investigate effective education for young workers in Japanese-style hotels, which are the backbone of the tourism industry. To this end, questionnaire surveys and interviews were conducted at Japanese-style hotels in Ishikawa Prefecture. We analyzed the survey data using three concepts: organizational socialization, experiential learning, and workspace leaning, in the management learning theory proposed by Nakahara, which are related to the education of young workers. Based on cultural and technical indices, the findings revealed that the design of on-the-job training (OJT) and cross-sectional assistance in an organization are crucial for organizational socialization. From the perspective of experiential learning, partial use of work manuals positively affected introspection and schema generation, which are important for young workers. We observed that partial manuals could provide the necessary knowledge and encourage the development of independent ideas about hospitality and performance. Regarding workspace learning, we discovered that informal communication ensures psychological safety and close relationships between workspaces and encourages young workers to learn hotel philosophy, which is crucial for schema development. Based on these findings, we concluded that systematized education, in which the three fields of management learning are organically combined and connected, is required to facilitate the development of young workers in the hotel business.

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In a time of shrinking labor force and turbulence, the Japanese hospitality industry has high hopes for foreign workers. To make a living, these workers must adapt to diverse cultural norms while simultaneously advancing their careers.
Therefore, simultaneously addressing both “cross-cultural adaptation” and “career development in the industry” is essential. In this study, we conducted a semi-structured interview with a foreign worker who has been working in the Japanese hospitality industry for a long time; we analyzed the interview data using a trajectory equifinality modeling (TEM) to determine his life path．
The results revealed that this foreign worker, despite having to undergo cross-cultural adaptation, was able to successfully shape his career and is currently engaged in the industry. He changed his career anchor because he understands the Japanese language ability and has developed his strengths, strengthened his communication skills, gained an ability to take on challenges, and is influenced by the cultural diversity of Okinawa.

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