Today, we’re delighted to introduce you to Norma, a warm-hearted guide and Training & HR Director on our Tokyo team. Originally from Mexico, Norma came to Japan to pursue her passion for Ukiyo-e woodblock printing, an art form that captured her imagination and creativity. Beyond her artistry, she brings joy to our guests through Spanish-language tours and her foodie adventures, always eager to share the flavors and traditions that connect people across cultures. With her mix of creativity, curiosity, and genuine care, Norma reminds us that exploring Japan isn’t just about places, it’s about the people who bring them to life.
Join us for our next interview with Norma!
Hi Norma, thank you for joining. Could you please introduce yourself and tell us about your background and role at Arigato Travel?
Thank you for having me. I’m Norma Delgado, and it’s been an incredible journey. I’ve officially been living in Japan for a decade as of September 13th.
My career path has been quite unique. I initially trained in the fine arts, specifically printed arts, and even worked as an art teacher in México for about four years, teaching students ranging from kindergarteners to university level. After moving to Japan, however, I completely switched gears and focused on tourism and hospitality. I quickly gained invaluable ground-floor experience, which included roles like managing an international youth hostel as a general manager and assisting with apartment organization and support.
This hands-on background is what led me to Arigato Travel in 2018, where I began as a tour guide and climbed the ladder until I was promoted to HR and Training Director in 2023. Having started from the bottom and learned the basics of guiding is a precious asset; it gives me a deep understanding of both the operational side and the personal needs of our team.
Today, I wear a few interconnected hats: my primary roles are HR Director, Training Organization, and Product Development, though I remain a passionate tour guide, conducting tours whenever there’s a need and focusing on our custom and VIP guests. My diverse background in people management, cross-cultural communication, and creative arts perfectly converges here. I believe the best way to understand a culture is through its food and its people. Ultimately, my job is to ensure our entire team, from the newest guide to the most seasoned veteran, is well-supported, highly knowledgeable, and capable of delivering truly memorable, authentic experiences for every guest.
Norma with her mom in kimono at Sensoji – Photo Credit: Norma Delgado
Could you tell us about your journey from Mexico to Japan and what inspired you to finally make the country your home?
My journey began in Aguascalientes, México. Like many, my initial connection to Japan was through animation, but it was the depth of character background and storytelling in anime that truly captured my imagination, leading me to appreciate Japanese arts and culture. This passion grew significantly when I specialized in printed arts at university, where the intricate process of Japanese woodblock printing (Ukiyo-e) completely sparked my passion.
I first came to Japan on a tourist visa with the initial goal of researching universities and master craftsmen who could teach me Ukiyo-e. To save costs, I worked for free accommodation at an international youth hostel. The pivotal moment came when the owner offered me a full-time job. It was a huge decision, as I had to leave my 12-year-old son and family back home. After a heartfelt discussion, with the support and encouragement of my son, and the promise of yearly visits, I decided to take the leap and stay.
It certainly wasn’t a fairy tale; it became incredibly difficult at times, but my stubbornness and determination kept me going. I’m grateful I made it through and was lucky to find Arigato Travel, a company that has truly supported me and allowed me to grow a fulfilling career in tourism. Ultimately, I made Japan my home because it’s a place that rewards hard work and where I found a career that lets me connect my Mexican warmth with the depth of Japanese hospitality.
“Dune” – Norma Pezadilla / Acrylic and Enamel on canvas (247x116cm) – One of Norma’s artworks – Photo Credit: Norma Delgado
You balance many roles as an artist, guide, trainer, and HR Director. How do you manage them all?
Honestly, it is a lot to juggle, but I genuinely thrive on the chaos! It helps that all my roles, both the professional ones here at Arigato Travel and my crazy personal life, feed right back into each other. I see it all tied together by one thing: communication, connection, and a good dose of creative expression.
My work roles are essentially one big loop: I use my empathy as an HR Director to look out for our staff; I take those insights and channel them directly into my Trainer lessons; and then, by still doing tours as a guide, I get real-time feedback that makes me a better director and trainer. It’s all interconnected.
But the real secret to staying sane? My non-work life. My artistic pursuits, the painting, the prints, and especially my new obsession with improv and stand-up comedy, are my ‘off switch.’ That’s where I totally disconnect from the Director hat and am just 100% Norma. Getting up on stage sharpens my communication, keeps me humble, and honestly, it’s just a great way to let off steam.
Whether I’m working on a new music project with my son (a fun throwback to my days as a metal vocalist!) or just hanging with friends, those personal breaks are non-negotiable. I manage it all by being a bit of a stickler for time-blocking, making sure that when I’m wearing a certain hat, I’m fully committed to it.
Norma in front of a field of Japanese spider lilies – Photo Credit: Norma Delgado
What do you enjoy most about guiding tours and training new guides at Arigato Travel?
What I genuinely enjoy most about guiding is witnessing that moment of genuine connection on a guest’s face. You know, that ‘aha!’ moment. It happens when they taste a perfect piece of wagashi, or when a tradition like visiting a shrine finally makes sense to them. I truly love being the storyteller who helps bridge that cultural gap, turning a place or a dish into a memorable story.
As for training, that joy comes from mentorship and empowering others. It’s incredibly rewarding to welcome a bright new recruit and give them the best tools, the solid safety practices, the key storytelling techniques, and the heart of our omotenashi philosophy. Then, you get to watch them build their own confidence and start running fantastic tours.
I look at it like this: when I guide, I get to create one wonderful day for a small group. But when I train, I get to help our entire team create hundreds of meaningful experiences through their dedication and growing expertise. That process of seeing our team grow is deeply satisfying.
Being that you can also guide our tours in Spanish, what do guests from Latin America and other Spanish regions find most surprising about Japan?
Guiding tours in Spanish is wonderful because it allows for an immediate and deeper connection. For guests from Latin America and Spain, having someone who understands their language allows them to ask questions that get right into the cultural nuances and connect with the passionate energy of Spanish culture.
What I, as a Mexican, find most interesting is how genuinely surprised my guests are by the safety and politeness here. We often agree that this level of order should be the norm everywhere, but it still stands out!
Beyond the efficiency of the trains or the incredible honesty, which always shocks them, I get a lot of questions about my personal life: my relationships, my friendships, and how I manage my passionate Latina personality in a culture where being demure and keeping quiet is often the rule. It’s an ongoing balance, much like balancing work and art. Learning how to ‘dim down the Latina’ just enough and letting my international persona take over has been a great asset, and I think that adaptability is what they find most interesting to learn about.
On a funnier note, because I conduct most of my tours in English, I sometimes end up stuttering because I forget the Spanish word or expression! Since I speak English about 85% to 90% of the time now, this is always a good laugh with the guests. They tease me a little, but they’re always so eager to help me find the right word in my own mother tongue; it’s hilarious and a great way to bond.
Norma participating in the ninja experience in Koka Ninja Village in Shiga – Photo Credit: Norma Delgado
As a foodie, what was your very first memorable food experience in Japan or with Japanese cuisine in general?
As a foodie, my most memorable food experience actually involved a moment of genuine shock, and it’s a story I still use on my tours!
My very first encounter with azuki beans was absolutely baffling. I had just arrived in Japan, was jet-lagged and tired, and ordered what I thought was a simple chocolate bread with my coffee. When I took a bite, my brain and my Mexican palate simply could not process why there was a sweet, earthy bean flavor where chocolate should be. I actually had to spit it out! As a Mexican, that sweet-bean combination was just unbelievable.
The redemption came much later, thanks to Arigato Travel. On a tour in the Sugamo area, we visited a famous dorayaki shop. They serve one with salty butter nestled inside the pancake, which you then sprinkle with a pinch of sea salt and pepper. That was my real ‘aha!’ moment. The balance of that dish, sweet, salty, fatty, and with that subtle bean flavor, finally made sense.
For me, Japanese food and Mexican food are as opposite as similar. One is quiet; you have to listen carefully to understand its flavors. The other is loud and all over the place. But what makes them similar is that both cuisines are deeply rooted in the past, continuously blending new ingredients to create unique, outstanding flavors that truly represent their people. Mexican food is my heart, but in between the beats, I have Japanese flavors giving it rhythm. Mexican food taught me to dance and thrive in the noise, and Japanese food taught me to listen and dive into the little details.
Do you have a favorite neighborhood in Tokyo that you love introducing to guests? Also, authentic Mexican food can be pretty hard to come by in Japan. Do you know of any good spots?
I’m a bit biased, but I absolutely love introducing people to Koenji, the neighborhood I call home. It’s such a vibrant, soulful area packed with incredible food and tiny bars. What makes it special for me is the sense of community; I have a big circle of friends living here, so there’s always a friendly face around, which is rare in a city as big as Tokyo.
As for Mexican food… that’s a tricky one! Honestly, my general answer is ‘no.’ Just like Japanese food, authentic Mexican cuisine is deeply rooted in local ingredients, the climate, and the heart of the cook. If you want the real deal, you have to go to Mexico! Food is the soul of a culture, and it doesn’t always travel well.
However, there is one place that made my Mexican heart skip a beat: Taquería Tacos in Kyoto. It’s basically a ‘hole-in-the-wall’ stall where you eat standing up on the street. That is such a classic Mexican experience that it totally won me over. It’s the closest I’ve felt to home while standing on a sidewalk in Japan.
Norma with her family in Aguascalientes airport, back in September 2025 – Photo Credit: Norma Delgado
On another note, outside of work, how do you usually spend your free time?
Outside of work, I’m all about connection and creativity. I love hanging out with my friends, having deep conversations over drinks, and really dissecting the meaning of life. I’m also a big fan of games. I’m actually planning to get back into Dungeons & Dragons soon! I’m also stepping way out of my comfort zone with my first stand-up open mic coming up. I’m an equal mix of terrified and excited about that one!
I still make time for ‘art dates’ with friends where we just sit and draw or paint together. But I’m also a big believer in the ‘recharge’ day. Some of my favorite days are spent just staying home, cooking something comforting, watching movies, taking a long hot bath, and just ‘rotting’ in bed for a day to reset. It’s all about that balance.
Looking ahead, what are your hopes for your art, tours, and your overall life in Japan?
Looking ahead, my biggest hope is to keep balancing all these different parts of my life in a healthy way. I finally have all my printmaking tools set up, so I’m starting small by making postcards for friends, with the hope of selling my work again in the future. I have some graphic poetry projects in the works that I’m really excited to dive back into.
Professionally, my goal is to get all our systems and training projects at Arigato Travel running so smoothly that my team has their happiest, most supported year yet. But on a personal level, the goal that keeps me motivated every single day is bringing my son here for the holidays in 2026. Having him again to share my life here would be the ultimate dream come true.
“Kintsugi of one self” Norma Pezadilla / Digital Art @npezadilla (instagram) – Photo Credit: Norma Delgado
Lastly, a question I like to ask in all interviews: What advice would you give someone visiting Japan for the very first time?
My biggest piece of advice is to be a student of the culture. Do your research, ask questions, and try to understand why things are done the way they are here.
The biggest mistake you can make is trying to bend Japanese culture to fit your own needs or expectations. Instead, let yourself dive into it. If you approach Japan with an open heart and a willingness to adapt to its rhythm rather than fighting it, you will have a much more profound and enjoyable experience. Just let Japan happen to you!
It was such a joy chatting with you, Norma! Your love for Japanese culture, food, and art is so genuine, and it’s inspiring to see the care you bring to both guiding and training. Thank you for sharing your story with us. We can’t wait for more guests to discover Japan alongside you.
Check her profile on our Team page: https://arigatotravel.com/about-us/our-team
Featured Photo Credit: Norma Delgado
