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Landed in Tokyo, after almost 24 hours since I left Milan, the first word that welcomes me is “Omotenashi“.

Omotenashi is a term that captures the essence of Japanese hospitality. It is deeply rooted in Japanese culture and often difficult to translate into a single word in English, as it encompasses a range of principles and attitudes towards guests. Beautiful and intricate concept, it’s not offering an easy translation in English.

Omotenashi is about providing service without the expectation of receiving anything in return. It’s generosity, and positive attitude, anticipating the needs of the guest before they even realize it themselves. This anticipation comes from careful observation and genuine concern for the well-being and comfort of the guest, and from well designed services and processes, generating what in my previous life I would have defined as a “full and rewarding customer experience”, while now it’s just a pleasant surprise. There’s an understanding that every guest is different, with unique needs and preferences, and this involves personalizing the experience to cater to each individual, but discreetly, without any intrusion but providing a sense of privacy and space.

Omotenashi emphasizes the meticulous attention to detail: and when we say details, keep in mind you are now in Japan, a land that has made its life around well cured details. Whether it’s the arrangement of food on a plate, the folding of a napkin, or the way tea is poured, every action is performed with a deliberate and thoughtful touch: just observing the arrival of a train, the ritual gestures of the locomotive driver is meticulous dance in itself.

Omotenashi is sincerity, genuine sincerity. Service is rendered from the heart, with the utmost respect for the guest. It’s not about putting on a facade or simply going through the motions: and this attitude makes the difference by itself. Omotenashi is also about creating harmony. This can be seen in the way spaces are designed, with an emphasis on natural materials and tranquility, ensuring that guests feel at ease and in harmony with their surroundings.

Omotenashi is more than just hospitality; it’s a philosophy, a way of life that showcases the Japanese culture’s profound respect for others. It’s an integral part of the Japanese psyche and reflects their deep-rooted belief in harmony, respect, purity, and tranquility.