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Omotenashi: The Japanese Hospitality Industry’s Secret

...hospitality industry. Where do you get your inspiration? Morio Higashionna: That’s very kind of you to say. The truth is that I simply love my work. I’m passionate about hospitality. This...
Two people zipline in front of a beautiful ocean shoreline.

Transforming the Customer Experience at Sheraton Okinawa Sunmarina

...JRF: Hospitality knows no frontiers, and Japanese hospitality, omotenashi, is known worldwide. People in Okinawa are known to be very kind and a little more laid back than big city...

Communicating the Spirit of Okinawa

...a technique commonly used in Japanese hospitality services, and I personally take it to heart. It’s all about anticipation. Delivering on a sales promise is commonsense. Going beyond what customers...

Cruising with Asuka Pride: How IBM Helped Create the Perfect Crew Culture

...regularly from Yokohama. Roughly, 80% of our crew is made up of non-Japanese hospitality professionals who provide a unique type of hospitality service – a service which is deeply rooted...

Omotenashi Is Not Enough: How to Bring the World to Japan

Experts discuss omotenashi at the G1 conference.

Omotenashi Is Not Enough: How to Bring the World to Japan

...nashi means nothing. When combined, the phrase represents the wholehearted sincere service and attention to detail that has made Japanese hospitality the global phenomenon it is today. But it was...

Innovation in the Kitchen at a Michelin-star Hotel in the Mountains of Hokkaido

...for innovation in hospitality practices. To me, cooking is an art. The whole customer experience, from the very moment of booking until the return home, needs to be elevated to...

Disrupting the Hotel Experience with MOXY

...hotel chain, run by Marriott, aims to be a game changer for the hospitality industry. Focused on a new generation of travelers—fun huntersーthe MOXY business model is fueled by social...

Anticipating Guest Expectations at The Ritz-Carlton, Okinawa

...us, we are in the business of delivering ultimate delight and hospitality with a genuine touch of our customary Okinawan spirit. Vlad : Ms. Harada, how do you help your...

The Top Traits of Successful Women in Leadership

...about “what value is being delivered to customers and how.” Companies built on traditional hospitality, such as entertainment dinners or building relationships through golf on weekends, naturally make it difficult...
Stack of pebbles on a workplace desktop show how Japanese values impact business philosophy

Japanese Values for Better Business in the Modern Age

...behaviors form the basis of trust.” They’re also one of the reasons Japan is famous for omotenashi hospitality and innovations such as the bullet train’s “seven minute miracle” cleaning regimen....

Related Authors

President & CEO, JCE Japan Creative Enterprise
Talent & Engagement Associate Partner, IBM Global Business Services
Partner Faculty, GLOBIS University
Morio Higashionna
Sales & Marketing Director, Terrace Hotels Group
General Manager, Sheraton Okinawa Sunmarina Resort
Business Development Specialist, Sheraton Okinawa Sun Marina
Head, Customer Relations, Laguna Garden Hotel
Hiroshi Kawamura
Corporate Officer, Administration Division,NYK Cruises Co., Ltd.