What is おもてなし

In 2013, The IOC held a general meeting to decide the host city for the 2020 Summer Olympic,
and Tokyo made a presentation. During the presentation, Christel Takigawa appealed for Tokyo's
bid to the IOC members by showing the spirit of hospitality. With this presentation, the word
"Omotenashi" became known all over the world. But she didn’t talk much about what “Omotenashi”
really is and didn’t define it. So, I will try to define the word “Omotenashi” in a way that is easy for
people overseas to understand.
First, there are two origins of the word “Omotenashi”. The first ones come from the word
“Motenashi”. That means to carry through with something. That something being a product or
service. We say carry through because it’s not just about providing the service or 　just making the
sale, but the entire process beginning with welcoming the customer and at the end accompanying
them and sending them off. The second meaning of the word comes from “Ura Omote nashi (not
two-faced)”. That means that we welcome our customers with a “heart” that has no other side. In
Japanese society, we serve our customers and built relationships with our neighbors based on it.
You need to be sociable and insightful to Omotenashi. Because what you need to do when you do
Omotenashi is to think about what the customer wants or wants to do next, based on their actions
and words. It is also important to improve your communication skills, talk to your customers and
gather information about your customers.
What is Omotenashi not? It is not a manual way of serving customers. It does not expect anything
in return. It is not something to brag about.
Omotenashi　means attentiveness, care, and concern.
It is a modest way of welcoming people without showing too much of yourself, with a " heart of
wabi-sabi" as expressed in the tea ceremony. It is the expression of an invisible heart in a visible
form, such as making heartfelt preparations to welcome a person who is not present. And even when
the customer is not there, think of that person.
To sum up this word “Omotenashi”, it is a word that can only be found in Japan. It is a way of
thinking and serving that is unique to Japan. It is not the same for everyone, but always thinking
about "how to make the person happy and satisfied" is "OMOTENASHI" and the highest level of
care.