Omotenashi

Omotenashi ( お も て な し ) is a Japanese philosophy of hospitality and the practice of “mental attitude” in order to provide an “extraordinary” service. Omotenashi ^{[1] is} based on a set of traditions inherent in the national character of the Japanese. The meaning ( connotation ) of the word omotenashi is sometimes defined as “the heart of Japanese hospitality” or translated by the phrase “service attitude”.

The fact that in Japanese there are no differences between the concepts of “guest” and “client” helps to understand the meaning of omotenashi philosophy ^[2] .

The Omotenashi concept is extremely common in the Japanese hospitality industry. It literally permeates the tourism industry, Japanese hotels and hotels, restaurants and museums ^[3] . In the past few years, the omotenashi principle has been applied to a wide variety of activities (selling cars, servicing air passengers, decorating metro premises ^[4] , implementing passenger behavior rules ^[5] , metro behavior habits ^[6] , improving and thoroughly maintaining vending machines ^{[ 7]} , equipment of sidewalks and platforms for the convenience of visually impaired and blind ^[8] , equipment of public toilets ^[9] , etc.)

Omotenashi Principles

An important principle in the Japanese philosophy of hospitality is "the customer is above you." This does not mean that those serving lower or worse clients, through increased respect for the client, the opportunity to feel their importance is transmitted. This principle excludes the manifestation of any familiarity.

Another principle of the philosophy of "Japanese hospitality" is "standards above all", which came from the philosophy of Buddhism, "harmony in everything." Any non-standardized procedure is the likelihood of provoking chaos, which creates disharmony that leads to stress. Therefore, the Japanese plan a lot and keep order in everything. Planning and standards are needed to reduce randomness. Order is pragmatic in terms of harmony. The process should occur in a certain sequence, everyone knows this sequence and their area of ​​responsibility, which eliminates unpredictability, and allows you not to worry about the insignificant, focusing on the main thing.

To implement the philosophy of "Japanese hospitality" is also mandatory compliance with "formal etiquette." At any meeting with the client, the attendant emphasizes politely greetings and makes a bow . These bows are honed and rehearsed. Perfection is achieved by daily training. The Japanese train bows and accompanying greetings every day, starting from kindergarten, then at school and at work. In shops, cafes, everywhere you can observe bows, and standard greeting phrases: “Hello! Welcome! "," Goodbye! Come again!".

In Japan, they treat each client with great trepidation and often say: “Treasure every meeting, because it will never happen again, listen to partners and do everything possible to make each of them feel truly happy.”

Onotenashi is a kind of packaging art transferred to the service. One manifestation is the use of osibori (wet towels served before meals) in Japanese restaurants.

Omotenashi is always based on the principle of kizukai - the principle of care and courtesy to the possible wishes of the client.

One of the areas of omotenashi is the creation of a comfortable barrier-free environment, which is paid special attention to in Japan. For example, Japanese airlines ^[10] offer disabled people special seats on board. Thanks to kizukai, the passenger can also choose the food of their choice - European or Japanese cuisine.