The Undergraduate Program of Japanese Language and Culture, Faculty of Humanities, Diponegoro University, successfully held a guest lecture with the theme “Japanese-Style Ethics and Excellent Service in Indonesian Tourism.” The event took place in the Ballroom of Sense Sunset Seminyak Hotel, Badung Regency, Bali, on Thursday, September 4th, 2025.
The program opened with remarks from the accompanying lecturer and organizing committee, followed by the introduction of the guest speaker, I Komang Puji, S.E., M.Pd., a Japanese-speaking tour guide who has been working in the field since 1997. He is also active in the HPI (Indonesian Tour Guides Association) Bali organization and frequently serves as a resource person in tourism training across various districts in Bali.
Presentation of Material by the Speaker
In the main session, Mr. Puji presented material on the importance of Japanese-style ethics and excellent service in enhancing the quality of Indonesian tourism. He explained that Japanese tourism ethics emphasize several crucial aspects to ensure visitor satisfaction.
The use of formal language (keigo) was highlighted as a form of respect for guests. In tour guiding practice, the use of polite language reflects professionalism. This was then followed by the discussion of queuing culture, where in the Japanese perspective, those who queue either at the front or back are not thinking only of themselves, but are instead showing respect for the time others have spent waiting.
Maintaining cleanliness was also emphasized as a key topic. Mr. Puji pointed out the clear difference between Indonesia and Japan in terms of cleanliness, suggesting that Japan can serve as a standard for cleanliness that Indonesia should strive to achieve and maintain. He further explained the importance of maintaining proper relations between tour guides and Japanese tourists, noting that guides should minimize physical contact, respect their rights as consumers, and practice bowing (ojigi) as a gesture of politeness and respect.
He also underlined the importance of avoiding personal questions, such as asking about age, occupation, or marital status, since these are considered impolite and can diminish the value of ethics in the eyes of Japanese visitors.
Punctuality was described as another critical aspect in Japanese culture. Even being late by a single minute is considered inappropriate. Japanese people value and respect time as a kind of “treasure,” a treasure that cannot be bought. This is why they do not tolerate lateness. According to Mr. Puji, if there is a meeting or event scheduled at a certain time, Japanese people will typically arrive about one hour earlier to ensure no delays occur.
In the following session, Mr. Puji explained that Japanese-style excellent service is not just about friendliness, but a structured system with close attention to detail. It begins with the preparation for welcoming guests. A tour guide is expected to confirm every aspect carefully, such as the guests’ names, number of participants, necessary documents, and transportation readiness. This attention to detail reflects the hallmark of Japanese service.
Excellent service also includes paying attention to guests’ basic needs. Tour guides must ensure accommodations are in order, luggage is safely handled, and practical information is provided clearly, such as the locations of toilets, money exchange facilities, and hotel check-in procedures. These explanations should be delivered with clarity and patience so guests feel comfortable and not confused during their stay in Indonesia.
Furthermore, support does not stop at reception. Throughout the trip, guides are expected to provide important information promptly, maintain polite communication, and always be ready to assist with any issues. In this way, guests feel not only accompanied but also genuinely cared for.
According to him, excellent service grounded in Japanese principles leaves a lasting impression on tourists. Orderliness, punctuality, and attention to detail are the keys to creating a safe, comfortable, and satisfying travel experience.
In addition to explanations about Japanese tourism ethics, Mr. Puji also gave concrete examples of how excellent service is applied in daily practice.
He began with the guest pick-up process, where a tour guide must ensure that all essential information is confirmed, such as flight arrival times, names and numbers of guests, and necessary documents. Even small details like destination addresses, luggage, and money exchange locations need to be checked to avoid difficulties at the start of their visit.
Next comes escorting guests to the vehicle, ensuring that all their belongings are safely arranged. As he explained, this is not merely about transportation, but also about showing care for the guests’ comfort.
Throughout the journey, guides are responsible for delivering important information, such as schedules, meal locations, toilet stops, and even small needs like drinking water. According to him, these small attentions are highly valued by Japanese tourists, who are accustomed to detailed and well-structured service.
At the hotel check-in stage, tour guides should accompany guests through document verification, room allocation, and ensuring that facilities are functioning properly. Thoroughness and patience in explaining accommodation procedures were highlighted as essential so guests feel safe and supported.
Furthermore, he added that excellent service also includes assistance during all tourist activities. A guide should be ready to help guests if they need access to healthcare services, manage dietary needs, or ensure they fully understand planned activities. Every small detail is taken seriously, as these are ultimately what create lasting impressions for tourists.
Concluding his presentation, Mr. Puji stressed that Japanese-style excellent service is not merely about welcoming guests warmly, but a comprehensive service system applied from arrival to departure. This way, tourists feel valued, cared for, and safe throughout their stay in Indonesia.
This guest lecture highlighted that the application of Japanese-style ethics and excellent service can significantly improve the quality of Indonesian tourism. Principles such as punctuality, cleanliness, the use of polite language (keigo), respect for privacy, and attention to detail all contribute to more professional service. With consistent implementation, this standard of excellent service can make Indonesian tourism more competitive and attractive in the eyes of international visitors.