Omotenashi is Japan’s unique approach to hospitality, where service is provided wholeheartedly.
Omotenashi means 'hospitality without expectation'. It’s about anticipating the needs of others before they even ask.
Anyone who has worked with Japanese colleagues will have noticed this: it feels like they have a second sight, anticipating what you need before you express it or what makes you more comfortable before you notice it. This comes from being taught since childhood to always be aware of their surroundings and sensitive to how others feel.
It is said that Omotenashi mind originated from tea ceremony (茶道) but it is applied to any situations, in horeca, other businesses or even daily communication.
At a restaurant, for example, the staff may refill your water without asking, discreetly replace a napkin if it falls, or bring a small tray for your bag without you requesting it. These gestures are subtle but thoughtful, and they explain why Japanese customer service is considered among the best in the world.
Applying omotenashi professionally means going beyond formal obligations and noticing what others might need before they ask. For example, if you are preparing for a client meeting, you could anticipate questions by preparing extra data or visuals, or send a concise summary after the meeting without being prompted. In team settings, it could mean offering help when you see someone struggling, even if they haven’t asked for support. Your Japanese colleagues are equally sensitive when receiving those small gestures and will surely appreciate them.
