Omotenashi (おもてなし), Japanese hospitality, is about treating others with respect without expecting anything in return. It is said to have spread with the traditional culture of Japanese tea ceremonies, Sado (茶道).
In this article, we will explain the origins, etymology and characteristics of Japan’s omotenashi culture. We will also explain the differences between omotenashi, manners, service and hospitality.
Omotenashi is a culture unique to Japan. Let’s learn to understand omotenashi that has been incorporated into our daily lives without us realising it.
Table of Contents
- What is Japan’s Omotenashi?
- The Basics of Omotenashi
- Difference between Omotenashi and Other Similar Words
- 3 Ways to Start Doing Omotenashi
- Places You Can Experience Omotenashi in Japan
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What is Japan’s Omotenashi?
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Omotenashi is Japanese hospitality that emphasises anticipating the needs of guests and taking action to meet their desires. It is often said to be a unique aspect of Japanese culture. Similar terms include “service”, “manners”, and “hospitality”, but these are not entirely the same.
Omotenashi is closely tied to the Japanese temperament and culture, which emphasises careful observance and consideration towards others.
The Spirit of Omotenashi through Etymology
The origin of the word “Omotenashi (おもてなし)” is from the verb “Motenasu (持て成す)” that has been transformed into a noun.
Motenasu means “to do something for someone else” in a way that elicits a positive response. The etymology of the word “Omotenashi” conveys the idea of expressing one’s feelings towards the recipient in many ways, aiming to bring them joy.
Additionally, there is a wordplay connecting Omotenashi with “Omote Ura Nashi (表裏なし)”. “Ura Omote ga Nai (表裏がない)” is an expression that there is no discrepancy between one’s outward expressions (表に出るもの, Omote ni Deru Mono) and inner thoughts (裏にあるもの, Ura ni Aru Mono).
In essence, Omotenashi means welcoming others with sincerity, showing genuine respect and thoughtfulness towards them.
Omotenashi is Rooted in the Culture of Tea Ceremony
The concept of Omotenashi is believed to have originated during the Heian and Muromachi periods and became widespread through the culture of tea ceremony, Sado (茶道).
The Master of Tea Ceremony, Sen no Rikyuu (千利休), taught his disciples the fundamental practices and spirit of tea ceremonies through a set of principles known as the “Seven Rules of Rikyuu (利休七則, Rikyuu Shichisoku)". These teachings reflect the essence of Omotenashi through ideas such as “considering the other person’s circumstances and feelings while boiling water for the tea, and being thoughtful as to create a comfortable environment for one another” and “maintaining a calm and composed mind while putting full effort into ensuring the other person’s satisfaction”.
Sen no Rikyuu also emphasised “the principle of equality within the tea room”, where all individuals - samurai, merchants or farmers - were treated equally as guests. This laid the foundation for Japan’s culture of Omotenashi.
In Japanese tea ceremonies, the goal is not merely to serve tea. The act of hospitality encompasses creating an ideal space and moment through the unique tea room, utensils and rituals of the ceremony, all designed to delight guests.
The mindset, attitude, and behaviours nurtured through the tea ceremony became the starting point for omotenashi, which later evolved to be practised in various other settings.
Read more about Japanese Tea Ceremonies here.
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The Basics of Omotenashi
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Omotenashi means interacting with others sincerely. Its core lies in always thinking about how to bring joy and satisfaction to others and taking action accordingly. Below is an explanation of the mindset required for practising Omotenashi.
Thinking from Another’s Perspective
Omotenashi requires considering how others might feel and acting with care.
Forcing your own desires, such as “I want to do this for them”, onto someone else does not align with Omotenashi. Providing comfort or a sense of delight begins with putting yourself in another’s shoes and thinking empathetically.
No Expectations for Anything in Return
A key aspect of Omotenashi is never seeking something in return.
The foundation of Omotenashi lies in a spirit of consideration and kindness. It involves acting voluntarily without expecting compensation or rewards.
Effort and time spent should also remain unseen by the recipient to avoid making them feel burdened. Preventing unnecessary concern for the guest is another aspect of Omotenashi.
Approaching Situations Holistically
Omotenashi requires a comprehensive understanding of the other person’s position, culture and background.
For example, restaurants offering warm tea instead of cold water during cold seasons, ryokans and restaurants providing multilingual menus and allergy information, and department stores adding waterproof covers to shopping bags on rainy days. These are examples of Omotenashi that adapt to the guest’s circumstances.
Unlike robots or AI, Omotenashi comes from the heart. It’s not about treating everyone the same but adjusting to the specific needs of individuals.
Practising Mekubari, Kikubari and Kokorobari
The essence of Omotenashi lies in Mekubari (目配り), Kikubari (気配り), and Kokorobari (心張り) - Awareness, Attentiveness and Empathy.
Mekubari (Awareness) involves paying attention not only to oneself but also the surroundings and observing carefully. Kikubari (Consideration) means to anticipate the other person’s thoughts and needs, and to respond accordingly. Kokorobari (Empathy) means putting yourself in another’s shoes and thinking from their point of view.
Additionally, offering care beyond the recipient’s expectations is also an important aspect. Thinking deeply about what might please the other person and what they truly need connects to the spirit of Omotenashi.
Difference between Omotenashi and Other Similar Words
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Words that are similar in meaning to Omotenashi include “manners”, “service” and “hospitality”. In this part, we will explain how each of them differ from Omotenashi.
What is “Manners”?
Mana- (マナー), most closely translated to as “manners” or “etiquette” in English, refers to the minimum moral and behaviour standards that should be observed in human relationships. They are obligatory and serve as basic rules designed to avoid causing discomfort to others.
On the other hand, there are no fixed, hard rules for Omotenashi. Whether or not to provide Omotenashi depends on the feelings and intentions of the host.
What is “Service”?
Service (サービス, Sa-bisu) is characterised by the exchange of compensation. The Japanese word equivalent to “service” is 奉仕 (Houshi) meaning “offering”, or 従事 (Juuji) meaning “engagement”, both of which means to attend to customers with their needs as a focus.
Additionally, service is available to all who seek it, which is distinguished from Omotenashi.
What is “Hospitality”?
Hospitality (ホスピタリティ, Hosupitariti) does not involve a hierarchical relationship. It is defined by the act of providing care and taking initiative with a spirit of kindness, all while maintaining an equal relationship between the provider and the recipient. Like omotenashi, it does not involve compensation.
Unlike hospitality, which occurs when there is someone to interact with, omotenashi extends to situations where the recipient is absent, as it involves attention to detail and preparation even in their absence.
3 Ways to Start Doing Omotenashi
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Omotenashi’s foundation lies in considering what brings joy to others. There are no set rules; instead, it is important to adapt flexibly by considering the other person’s position and situation. Here are 3 easy ways anyone can practise Omotenashi.
Smile
A smile is the cornerstone of Omotenashi.
Smiles provide a sense of comfort and create a friendly impression. The key to a nice smile is lifting the corners of your mouth and relaxing the corners of your eyes. If you are nervous or shy, it can be hard to smile naturally. For those who struggle to smile, thinking of something pleasant can help bring out a smile.
Greetings
A heartfelt greeting can leave a good impression.
Greeting helps ease mutual tension, so the more nervous you feel, the more important it is to greet clearly and politely. Adding a simple comment, such as “It’s a nice day today” or “Take care on your way” can help close the distance.
Names
Calling someone by name is a way to convey closeness and familiarity. It is also considered a way to fulfil a person’s need for recognition. Referring to someone not just as “O-kyaku-sama (お客様)” but as “Mr. / Mrs. [name] (▲▲様)” makes them feel respected and fosters a sense of closeness.
Places You Can Experience Omotenashi in Japan
Omotenashi is deeply embedded into Japanese culture and can be found in various aspects of daily life throughout the country. Here, we introduce places and specific examples where you can experience Japan’s spirit of Omotenashi.
Tea Ceremony (茶道, Sado)
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Sado, Japanese tea ceremony, involves preparing and serving matcha (抹茶), powdered green tea, to guests according to established traditional rules.
It is not merely about enjoying tea. Its essence lies in hospitality through every element: the precise movements of tea preparation, the craftsmanship of the tea utensils, the setting of the garden and tea room, and the seasonal selection of traditional sweets (和菓子, Wagashi), all thoughtfully designed to entertain and delight guests.
Ryokan and Hotels
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Japanese inns (旅館, Ryokan) and hotels are prime examples of places where you can experience true Omotenashi.
For example, the meals provided are carefully prepared using seasonal ingredients, ensuring they are both delicious and appropriate for the time of the year. Guests can also sense Omotenashi in the impeccably cleaned rooms. Even the arrangement of tables and amenities reflect the staff’s thoughtful consideration, aiming to create a comfortable and pleasant stay for guests.
Restaurants and Other Eateries
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Dining establishments such as traditional Japanese restaurants called “Ryoutei (料亭)” and modern restaurants showcase Japan’s unique spirit of Omotenashi through excellent customer service and easy to understand menus.
At Ryotei, the sense of Omotenashi can be felt in the delicious food, the beautiful dishware, and the seasonal flowers arranged for decoration.
Even at less formal restaurants, Omotenashi is evident. Upon entering, staff promptly guide guests to their seats and provide a warm towel (おしぼり, Oshibori) for handwashing and complimentary water. Additionally, many restaurants include photos of dishes on their menus, display food samples at the entrance, or provide multilingual menus. These thoughtful touches make ordering accessible and convenient for everyone, reflecting the Omotenashi spirit.
Department Stores
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You can also experience Omotenashi at Japanese department stores, with the welcoming and send-off by employees being a prime example.
When you enter, you are greeted with a warm “Irrashaimase (いっらしゃいませ; Welcome)”, and if you make a purchase, you are sent off with a polite “Arigatou gozaimashita (ありがとうございました; Thank you)” as staff escort you to the store’s exit.
At some department stores, there are even elevator staff that give guidance and help press elevator buttons. They also act as crowd controllers so that elevator rides remain comfortable and not cramped.
Trains and Stations
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The cleanliness of trains and platforms is another example of Omotenashi in Japan. The skill and care of cleaning staff, who thoroughly clean every corner of a train during its brief stop at the platform, are uniquely Japanese. Additionally, the punctuality of train schedules reflects the spirit of Omotenashi.
Japan also offers special sightseeing trains designed with Omotenashi in mind. These trains allow passengers to enjoy both the journey and the meals while experiencing Japanese hospitality onboard, making them an excellent choice for travellers seeking a memorable experience.
Airports and Airlines
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Japanese airports and airline services are also excellent places to experience Omotenashi.
For example, at security checkpoints, staff carefully check for fragile items, and passengers with tight connection times may be guided to priority processing gates. The meticulous cleanliness of airports and aircraft also reflects Japan’s attention to detail and hospitality.
In addition, at baggage collection areas at Japanese airports, you may find airport staff helping to unload baggage and lining them up neatly for passengers to collect. Airport staff will also rearrange baggage on the conveyor belts so that the handles are easily accessible, and so that there is space for baggage still coming out.
To Close
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Japanese hospitality, Omotenashi, is a culture unique to Japan, characterised by sincerity and consideration for others. Omotenashi is different from service, manners and hospitality. It does not seek compensation or rewards, and can be shown by showing care even in the absence of others.
There are many places to experience Omotenashi in Japan, some less obvious than others. Let’s enjoy the charm and culture of Japanese Omotenashi.
