Implementation of Omotenashi's Cultural Values in Improving Guest Service in the Kitchen: A Case Study of Ooedo Onsen Monogatari Premium Hotel Fugetsu, Japan

Abstract

This study aims to analyze the implementation of Omotenashi cultural values in enhancing guest service in the Kitchen Division of Ooedo Onsen Monogatari Premium Hotel Fugetsu, Japan. Omotenashi, as Japan's distinctive hospitality philosophy, is embodied through three principal dimensions: Shitsurai (readiness and aesthetics of the service environment), Furumai (staff conduct and etiquette in serving guests), and Shikake (proactive anticipation of guest needs). A qualitative approach with a case study method was employed. Data were collected through one-year participatory observation during an internship, in-depth online interviews with 10 informants comprising kitchen staff, management, and hotel guests, and supporting document analysis. Findings reveal that all three Omotenashi dimensions were systematically and consistently implemented across breakfast buffet, dinner buffet, and live kitchen operations. Shitsurai was executed through rigorous mise en place standards and structured team role-division. Furumai was enacted through the use of keigo (honorific language), deliberate eye contact, and cross-cultural responsiveness. Shikake was realized through hidden menu presentations, live kitchen mini shows, and personalized guest experiences. All five SERVQUAL dimensions (Tangible, Reliability, Responsiveness, Assurance, Empathy) were demonstrably fulfilled through these implementations. Principal challenges identified include seasonal guest surges, language barriers, and the ongoing need for value internalization. This research contributes to the development of culture-based service models in the context of premium hotel kitchen operations in Japan.