The Implementation of Omotenashi at Rizzan Sea Park Hotel Tancha Bay

Abstract

This study aims to explore the implementation of Omotenashi values at Rizzan Sea Park Hotel Tancha Bay, Okinawa, Japan. Omotenashi is a Japanese hospitality concept emphasizing sincerity, attention to detail, and selfless service. This research employed a descriptive qualitative method with data collected through participant observation during an internship, semi-structured interviews with staff, and documentation. The findings reveal that Omotenashi values are reflected in polite greetings, detailed attention to guest needs, and small gestures that enhance guest satisfaction. Challenges arise from multicultural staff and international guests with diverse expectations, but these are overcome through internal training and cultural adaptation. This study highlights that Omotenashi can be applied across cultures when supported by proper training, habituation, and managerial commitment.