"Omotenashi" : The Philosophy of Japanese Hospitality

WHAT IS OMOTENASHI?

Omotenashi, rooted in the Japanese culture of hospitality, extends beyond mere service to embody a profound philosophy. The term, first known in the Heian period (794-1185), translates to a fusion of "Omote," referring to one's public face or the image presented to outsiders, and "nashi," signifying nothing. Omotenashi means a sincere and transparent form of hospitality, where every gesture is wholeheartedly offered without pretense or hidden agendas. Deeply ingrained in Japanese traditions, particularly influenced by the tea ceremony or sado, Omotenashi no Kokoro or "Omotenashi from the Heart" encapsulates the nation's mindset of caring for guests with genuine warmth, emphasizing the essence of hospitality over expectation. Deeply grounded in selflessness and mutual respect, Omotenashi transcends mere politeness, symbolizing the profound Japanese dedication to delivering exceptional service and care to their guests.

Origins of Omotenashi

In Japan, Omotenashi culture surrounds us; Be it the Japanese inn and hotel services, or the highly accurate train service that arrives and departs on time, these are all examples of Omotenashi.

Sen no Rikyu, the grandfather of the Japanese tea ceremony, is credited with establishing the concept of Omotenashi through his practices during chakai, a Japanese tea ceremony. In this unique experience known as "Ichigo Ichie" or once a lifetime, both the host and guest are expected to act with utmost sincerity.

For the host, this sincerity demands extensive preparation to ensure an unforgettable experience for each guest. Preparation for a single tea ceremony can take up to a year, involving the meticulous selection of flowers, tea sets, hanging scrolls, and confections tailored to the season and guests' preferences. The quest for the perfect tea cup, even outside the host's collection, reflects the intricate and intellectually stimulating aspect of the process, which tea masters consider the most challenging yet creatively rewarding.

The host prepares the tea in front of the guests. ©TOKI

During a Chakai, the tea is prepared in front of the guest, starting with the systematic and ritualistic cleaning of the ceramic cup. Public preparation emphasizes transparency and the host's honesty, aligning with the root of the word Omotenashi – “Omote-ura nashi,” meaning "there is no front or back," much like a Chakai. Guests experience genuine hospitality straight from the host's heart.

The Chakai's objective is to serve the best tea to guests, rooted in the second meaning of Omotenashi – accomplishing through both conceptual and physical objects. A combination of the finest materials, including teaware, flowers, and the host’s intention to provide hospitality, results in the serving of excellent tea. Ritualistic bows and carefully orchestrated procedures characterize the chakai, where each guest appreciates the tea and ceramic ware, and returns the empty bowl, with every movement holding profound meaning. Omotenashi's completeness relies heavily on the host's commitment, complemented by the cooperation of the guest.

In modern Tokyo, tea ceremonies range from authentically traditional to those with a contemporary twist. Both provide excellent opportunities to comprehend Japanese Omotenashi, showcasing the concept's adaptability and continuity in modern times.

THE DIFFERENCE BETWEEN "Service" and omotenashi

Omotenashi, a cherished Japanese principle of hospitality, centers around warmly welcoming and caring for guests with genuine kindness and attentiveness. Often characterized as "wholehearted hospitality" or "selfless service," Omotenashi is guided by three core principles: meticulous attention to detail, foreseeing the needs of others, and surpassing expectations to ensure a memorable experience.

In contrast, the Western concept of "service" primarily denotes the relationship between the service provider and the customer, involving transactions with service fees and often monetary returns.

A key distinction between "service" and Japanese hospitality (Omotenashi) is the motivation behind actions. Western service typically anticipates payment for a product or additional services, while Omotenashi is performed without any expectation of reciprocation. Unlike Western practices where tipping is appreciated or even expected, Omotenashi incurs no charge.

Japanese hospitality tends to be less visible compared to "service" and is frequently intangible. It is defined as much by what is not done as by what is done. Western service may adopt a more direct or overt approach to remind customers of the provided product, whereas Omotenashi remains intentionally invisible to customers, avoiding any deliberate reminders of the hospitality extended. A prime example is the tea master's unobtrusive dedication to finding the right tea set for a guest, illustrating the subtlety and invisibility inherent in the practice of Omotenashi

Your experience with omotenashi

A host carefully serving tea to their guests. ©TOKI

Even in modern times, Japanese culture continues to emphasize the significance of new encounters, showcasing the pervasive influence of Omotenashi in daily life. This cultural ethos guides how individuals host guests at home, dictates the treatment of customers in restaurants, and influences the interactions between business partners. Notably, Omotenashi is omnipresent in renowned companies like Toyota, shaping their brand image, particularly evident in the creation of Lexus.

Sen no Rikyū (1522-1591), the great tea master who started the tradition of what we call chado or "tea ceremony" today, left us a learning philosophy about Omotenashi for hosting his everyday guests:

“Because life is full of uncertainty, one must engrave in his heart the events of the day as if there is no tomorrow. Today’s tea ceremony is a once in a lifetime experience, and one, along with his guests, must wholeheartedly approach the meeting with sincerity.”

Through the experiences we offer, we promise to demonstrate the concept of omotenashi for every one of our guests to the fullest extent.