1. Hospitality Part 2 Starring Ms. Yoko Sakaguchi, Ms. Kumiko Obino, and Mr. Carlos Silva

2. Quick Review: Hospitality: The basic foundation of the entire tourism industry Hospitality practically being used The importance of a good smile The importance of being a good listener The importance of helping the customer, even by bending some rules, if necessary

3. Now quick for a surprise QUIZZZ ! What’s the name of the person who gave us a video speech last week? Where does she work? Where is she from? When did she become interested in working for an air-line? Could you explain such occasion in some detail? In how many air-lines has she worked in throughout her career? BOGUS BONUS Question: Name the biggest, the 2 nd biggest and the 10 th biggest air-line companies respectively.

4. Questions to the Speaker And now it is your turn to make questions to our wonderful guest, Ms. Sakaguchi. Let’s learn together about tourism. Welcome, Ms. Sakaguchi.

5. Group Discussion Time: Give 2 examples of how you could use Hospitality in your future career no matter what career it is. Then give another 2 examples of how you could use it right now in your school, with your classmates, and/or teachers. Think of someone famous, or someone you know who is very hospitable (it could be a friend or a family member). Share with your group why you think this person is hospitable and what can you learn from this person’s hospitality.

6. Drama Time!! The Client ’ s Baggage has gone missing: One of your customers is asking you about a briefcase he can ’ t find after flying with your company from Australia to Japan. Ask him about his details and a short but clear description of what his bag looks like. The customer looks really worried since some important documents were within the briefcase. Make sure you show concern while you are listening to the customer ’ s troubles. Call the baggage claim center of your flight company and find the customer ’ s bag! Remember to apologize for the inconvenience.