Embrace the Essence of Omotenashi for Genuine Hospitality

This article was originally published in the October 2024 issue of Hotel Management Magazine. 

A work trip to Japan changed my perception of what true hospitality means.

Omotenashi, a uniquely Japanese term often translated as “hospitality,” extends far beyond the typical Western understanding of the word. It embodies a selfless dedication to serving others, emphasizing genuine care and respect without expecting anything in return.

In the Western context, hospitality is highly visible and transactional. Businesses and individuals often perform services with the expectation of a reward, whether it be a tip, a sale, or a positive review. This approach tends to be reactive, addressing needs as they arise and focusing on customer satisfaction through problem resolution and responsiveness.

Omotenashi is more subtle and proactive. It involves anticipating the needs of customers before they are expressed and addressing them unobtrusively. This practice is deeply ingrained in Japanese culture, where the essence of omotenashi is a genuine and heartfelt effort to make others feel honored and cared for, devoid of any expectation of reciprocation or recognition.

My personal experience with omotenashi began upon hotel check-in, where instead of checking in at the front desk, the staff anticipated my needs and whisked me straight to the executive lounge. I was checked in table-side while enjoying food and drinks, ensuring I didn't miss the end of food service after a tiring day of travel. Other thoughtful gestures and attention to detail from hotel staff included a server discreetly providing a basket for my purse (to keep it off the dirty restaurant floor) and a housekeeper arranging my makeup brushes in a meticulous and creative way. Omotenashi extended to my Japanese colleagues giving up a weekend day to personally drive me to a castle and act as tour guides.

After experiencing omotenashi, I was struck by how setting clearer expectations in staff training could create a more genuine approach to hospitality:

1. Treat every guest as if they are the most important people in our lives, treasuring every interaction with them as a once-in-a-lifetime experience.
2. Challenge team members to live the concepts of genuine, thoughtful hospitality every single day, embracing it as a way of life rather than just performing a service.
3. Anticipate and address unspoken needs of guests without being asked, taking a proactive approach to hospitality.
4. Focus on wholeheartedly caring for guests rather than just aiming for customer satisfaction or resolving complaints.
5. Adopt a more selfless approach to hospitality, providing service without expecting anything in return.

By shifting training towards a more thoughtful, genuine approach to hospitality, we can create lasting impressions. Embracing the essence of omotenashi allows us to forge deeper connections with co-workers and guests, treating each interaction as a unique and cherished opportunity.