Omotenashi: Selfless Hospitality
Omotenashi manifests in the little details that most people never think of, but that in Japanese hospitality make all the difference. From a subtle lighting adjustment to the room, to adjusting a dish to suit the appetite of a guest, to arranging your shoes so that they are easy to slip into when leaving. Omotenashi is expressed in many ways.
The word itself has two meanings, depending on how you translate the characters. One is a verb that means ‘to entertain’ or ‘to make welcome.’ The other meaning is more subtle: omote means ‘public face,’ an image you wish to present to outsiders; nashi means ‘nothing’—no hiding, no pretending. Combining them means service from the bottom of the heart – honest, no hiding, no pretending.
The purpose of omotenashi is to anticipate your guest’s needs before they do, in order to give them the most incredible experience possible.
In Japan, omotenashi isn’t reserved for the seamless service at kaiseki restaurants and traditional ryokans; it’s a part of the culture, passed down through the generations. It is also a part of everyday life. When you spot a typical Tokyo taxi, its interior is adorned in immaculate white lace while the driver sports white gloves to welcome you into their car. If you approach a local for directions on the sidewalk and they can’t help you, they will walk with you until they find you someone who can. Many subway stations have attendants whose sole job is to help passengers carry heavy bags up and down the stairs. You may even see a cleaning crew bow as a bullet train pulls into the station. These genuine, selfless interactions, with no tip or exchange of gratitude expected, is at its core of omotenashi.
Many trace this type of genuine hospitality to Sen no Rikyū, the master of traditional tea ceremonies in Japan during the 1500s. Each ceremony is conducted with ichigo ichie, a recognition of, and appreciation for, the unrepeatable nature of a moment. Rikyū encouraged the host to make every detail perfectly suited to the guests’ preferences, and to make them feel like an honored guest.
The rituals of a traditional tea ceremony are performed openly, in front of the guests, to show that nothing is hidden; that every swirl of the tea whisk is done with an open heart, with good intentions. In sushi restaurants food is prepared in front of guests for the very same reasons. The temperature of rice is adjusted based on different types of fish, and always dressed with the ideal amount of seasonings, so guests do not need to decide how much is right. Each detail is deliberately thought out.