Omotenashi is Japanese.
This is one of the Japanese words which can not be translated into English in one word.
This word became famous when Kurisuteru Takigawa made a speech to introduce Japan in 125th IOC Session that held in Argentina.
Tokyo became the venue of Olympic in 2020 and it is certain that her speech made a big effect on it.
But what is Omotenashi?
Is that just a good service or a hospitality?
If so I think other country also have as I myself was once traveler and was treated well in many countries.
It is not only Japan.
Then again what is Omotenashi?
I introduce its origin and the meaning of Omotenashi here.
Translation of Kurisuteru Takigawa’s Speech
Kurisuteru Takigawa spoke in French that I add translation of English of her speech.
This is a quotation from You Tube.
We will offer you a unique welcome.
In Japanese, I can describe it in one unique word: omotenashi.
It means a spirit of selfless hospitality…
One that dates back to our ancestors…
Yet is ingrained in Japan’s ultra-modern culture.
‘Omotenashi’ explains why Japanese people take care of each other… and our guests… so well.
Let me give you just one example.
If you lose something, you will almost certainly get it back.
In fact, last year, more than 30 million US dollars in lost cash was handed in to Tokyo police.
Tokyo is the safest city in the world, according to a recent survey of 75,000 global travellers.
They also voted Tokyo number one for:
• best public transport
• cleanest streets
….and even the friendliest taxi drivers.
In every district, you will see these assets.
Traditional eastern culture
And the best in western shopping and restaurants, in the city with the biggest number of Michelin Stars in the world …
All combined in a futuristic cityscape.
The Odaiba district, where I work, is the heart of our vision for the first-ever ‘downtown’ Games…
Fully integrated with the city-centre…
so that culture, life and sport come together in a unique way.
Fan trails… live sites… and non-ticketed events will link many venues…
creating an incredible atmosphere…
and providing every visitor with memories to last a lifetime.
Source : You Tube
Origin of Omotenashi
- No Surface
Omotenashi consists of 2 words.
Omote means surface and nashi means less or nothing in Japanese.
So that means no surface.
That is to say, no surface or back for the things to do.
That means waiting on all the customers equally, no two-faced.
- To Accomplish Things
Another meaning of Omotenashi is to accomplish things.
Mote of Omotenashi can be read as motte if you add T in the middle of the word.
Motte indicates the state of having things or to have things.
These things can be taken as material or invisible thing.
Nashi is the inflection of verb Nasu.
Nasu means accomplish things to the end.
Combination of Motte Nasu, that is, to accomplish things to the end with not only tools but also with your heart.
Omotenashi is something beyond service
I don’t say all the people lose hospitality if the things are not related with money.
But it is also true the reason worker offer a good service is for the money.
Chip culture might be one of the simple examples of it.
The better waiter waits on, the lager money they get.
I think it might be one of the good ways to improve the quality of service.
But Omotenashi is not to except return for what one did but to concern with guests beyond business.
Omotenashi is to be first-class in a way
I think Omotenashi is to be first-class on the field.
I’m sorry but I have to say just doing ordinary thing without heart is average in business.
Just for money and do the things one don’t like by the instruction of boss is ordinary or less.
And you can easily tell that kind of people and services in your daily life or in business.
I introduce some example I feel Omotenashi from first-class person in my daily life.
If I go to restaurant I drink water and when I drank it up I ask another water.
But first-class person always pays attention to the guests that before I ask them they come and ask me if I need water.
And when I finished the meal they don’t left me long and come to the table to take the empty dishes away at a good timing.
They never come to the table soon after I finished the meal as it is a kind of rude thing to take the empty dishes away instantly.
It can be taken as if the waiter is saying after you finish the meal go out of the restaurant for the spaces of other guests.
They also have to pay attention to the feelings of the guests.
Another example of such is at convenience store or at supermarket.
If I buy something, cashier says thank you very much.
Some people also add please come here again.
Actually this is normal in Japan.
But what I think top-class person pay attention even to the small things.
They put their hands at the end of the point I hold, and hand the plastic bag in the way I can easily hold.
When return the change that kind of people also give me back gently, putting hand not to drop it.
This drop is not about they drop it but they care about me for dropping.
Some people also make a good smile from the heart.
They pay attention to the details by putting themselves in our shoes.
There are also other things I feel omotenashi but I choose simple ones I find in my diary life.
These things are not the things that happen at an expensive restaurant or a shop but happen at an ordinary supermarket or a convenience store local people visit.
My Definition of Omotenashi
Big difference of Omotenashi and service I think is firstly never expect return for things one did.
So it is beyond business.
That kind of person can make a great smile from the heart instead of business-like smile.
And secondly, to do things which even guest can not imagine sometimes.
To offer things beyond guest’s expectation.
No need to do big things, just make a small conversation, ask guest’s condition, make a small thank you note,etc.
These things make no money and you need to put your time but that’s not important at all, to entertain people and people enjoy staying, shopping, etc, that’s the thing, and that’s the most valuable return.
I think Omotenashi is always thinking about others feelings with a pure heart.
So it is not only in business but it is in private, too.
I remember my mother planted Flowering Crabapple tree or Kaidou in Japanese to the front of street.
The pink flower was really beautiful when it was in full bloom and people who passed by looked up to it.
It might have been her Omotenashi.
I think Omotenashi is not the thing only in Japan but everybody has in one’s heart.
But often left and forgotten in this sometimes cold world.
I myself might often forget it in this busy world.
But giving it even a small thought can be a bud of Omotenashi.
Then the bud grows, blooms and makes others happy.