Sometimes in life, the grandest gestures are not always the most important. It’s the small details – those personalised touches, or thoughtful little extras – that can elevate an experience from ordinary to extraordinary, rendering it unforgettable. That’s the ethos behind omotenashi, the Japanese art of ultimate hospitality – and as Christmas draws nearer, it is the key to hosting the perfect festive gathering.
At Lexus, omotenashi is as intrinsic to our culture as takumi craftsmanship is to our engineering. Whether in our dealerships, where flawless customer service is paramount, or in the meticulous attention to detail found in each design and functionality, it underpins everything we do. On the world stage, it sets Lexus apart – but in Japan, omotenashi is a way of life. It’s what makes Japanese hospitality the best on Earth.
But don’t just take our word for it. At Nobu Hotels – whose five-star properties are overseen by Nobu Matsuhisa – omotenashi is also sacrosanct. “It is the Japanese spirit of service,” explains Tim Theofanou, the hotels’ Senior Director of Guest Experience. “Omotenashi seeks to strike a balance between being attentive but not intrusive – and anticipation is the key. We tailor our interactions to each individual at that time, on that particular day.” In practice, that could be as simple as providing oshibori – hot towels – to welcome weary travellers, or as eagle-eyed as noting whether a guest is left-handed, and placing their cutlery accordingly. “Sometimes, omotenashi is so thoughtful and so good that you don’t notice it – until it isn’t there,” says Tim. “For example, next to most ATMs in Japan you will find a place to put your umbrella while you use the machine. If items are not designed or placed with thought or consideration, and if people perform their work mechanically, it’s not a real restaurant, a real hotel, or a real service.”
This festive season, as you prepare to host family and friends, consider how omotenashi can improve your visitors’ stay. “It’s the small things that make all the difference,” advises Tim. “Always think, what would you want if you were in your guests’ shoes? Only by being present, honouring the moment, honouring your guests, and honouring kokoro – the connection of heart, soul and spirit – can we achieve omotenashi.”