Implementation of Omotenashi in Japanese Ryokan

Wahyu Nur Wijayanti; Akhmad Saifudin

doi:10.33633/jr.v3i2.4657

Implementation of Omotenashi in Japanese Ryokan

Wahyu Nur Wijayanti, Akhmad Saifudin

Abstract

Omotenashi, often referred to as Japanese hospitality, is a service to customers based on Japanese spirit and culture. Omotenashi is evident in the services provided by a ryokan, which is a traditional Japanese inn. This paper seeks to describe the application of omotenashi in ryokan management, how omotenashi control is implemented, and what the implementations are. The research was conducted by observing the involvement of the Hyoe Koyokaku ryokan, an old ryokan located in the tourist area of Arima Onsen. From the results of observations and analysis, it was found that ryokan employees control omotenashi as a vision of service to customers through training, instruction, and improvement based on feedback. The implementation of ometenashi is manifested in personalization, host-guest relationships, hospitableness, and lots of little surprises

Keywords

omotenashi; hospitality; ryokan; Japanese culture

Full Text:

PDF

References

Chen, J., & Kato, S. (2014). Is omotenashi interpreted hospitality in English? Asahi University Management, 28, 21–31.

Hattori, K. (2008). Introduction of hospitality (2nd ed.). Maruzen.

Hayashida, M. (2006). Text of Hospitality, Heartfelt Omotenashi for Impressing the Guest. Asa Publisher.

Ikeda, N. (2013). Omotenashi: Japanese hospitality as the global standard. In Management of Service Businesses in Japan. Books.Google.com.

Ketut Surajaya, I. (2020). Omotenashi and Tri Hita Karana in Perspectives of Ethic, Culture and History. In International Journal of Innovative Science and Research Technology (Vol. 5, Issue 1). www.ijisrt.com

Kobayashi, K. (2015). Scientific approach to omotenashi. Quality, 45, 6–11.

Matsukawa, Y. (2016). Nihon ryokan no genjyou to sonzoku tame-kousatsu -Naganoken Yudanaka Shibu Onsen Kyou o rei ni-. Tokai University.

Morishita, S. (2016). Managing omotenashi in onsen ryokans. Journal of Global Tourism Research, 1(2), 157–160. https://doi.org/10.37020/jgtr.1.2_157

Okamoto, M., & Akahori, T. (2014). Kindness isn’t any technique, the foundation of omotenashi is “Culture.” Human Development, 26, 32–35.

Setogawa, R. (2013). The Toughness and Common Features in Omotenashi Styled Managing Companies. Development Engineering, 33, 23–28.

Shibuya, Y. (2014). Reason of high performance for omotenashi management company. Shogyo-Kai, 67, 114–116.

Skandrani, H., & Kamoun, M. (2014). Hospitality Meanings and Consequences Among Hotels Employees and Guests. In Tourists’ Perceptions and Assessments Advances in Culture, Tourism and Hospitality Research (Issue August, pp. 147–156).

Terasaka, K., & Inaba, Y. (2014). Hospitaliti to omotenashi, sabisu no hikaku bunseki. The Journal of Social Science, 85–120.

Yamagami, T. (2008a). Deepening of hospitality spirit. Houritsu-Bunka-sha.

Yamagami, T. (2008b). Evolution of the Spirit Omotenashi for Creating the Omotenashi Culture. Houritsu-Bunka-sha.

Yi, Z. (2016). Introducing Omotenashi to the World: Challenges to Japanese Customer Service in a Cross-cultural Setting. Transcultural Management Review, 13(12), 47–63. https://core.ac.uk/download/pdf/87199635.pdf

https://hyoe.co.jp/ Web resmi Ryokan Hyoe Koyokaku, Jepang

DOI: https://doi.org/10.33633/jr.v3i2.4657