Legal and Regulatory Compliance
This domain tests the legal boundaries that front-line and supervisory staff must respect: labour standards, personal information, consumer protection, food labelling, smoking rules, and fire and hotel licensing.
Core rules and concepts
- 労働基準法 sets the 40-hour week and 8-hour day in principle; overtime beyond statutory limits needs a 36協定. Paid leave is a legal right, not a favour.
- 個人情報保護法 requires purpose limitation, secure handling, and care with 要配慮個人情報 such as health data. Do not disclose one customer’s information to another.
- 消費者契約法 addresses unfair contract terms; 景品表示法 prohibits 優良誤認 and 有利誤認 displays; 食品表示法 governs origin, ingredients, allergens, and expiry.
- 消防法 requires fire prevention management; 旅館業法 regulates accommodation; 改正健康増進法 restricts indoor smoking with limited exceptions.
Worked example
A customer asks to see CCTV footage of another customer. Reasoning: the footage contains a third party’s personal information. Refuse politely, explain that you cannot disclose it, preserve the recording, and refer the matter to police or the proper authority. Do not show the screen “just to help”.
Traps that cost marks
Posting customer details on SNS; saying “we are salaried, so no overtime pay”; ignoring the 36協定; sharing guest data between departments without a need-to-know; treating a legal right as a managerial courtesy.