Representasi Omotenashi pada Visi dan Misi Perusahaan The Westin Rusutsu Resort Hokkaido Jepang di Divisi Housekeeping

Abstract

This study explores the implementation of the omotenashi culture within the vision and mission of The Westin Rusutsu Resort in Hokkaido, Japan, with a specific focus on the housekeeping division. Omotenashi, a Japanese philosophy that emphasizes sincere service and attention to detail, is integrated into every aspect of the resort's operations to create an exceptional guest experience. The research employs qualitative methods, including direct observation and operational analysis, to evaluate how the principles of omotenashi are applied in room cleanliness, food service, and the provision of recreational and comfort facilities. The findings show that omotenashi not only enhances guest satisfaction but also strengthens the company's reputation as a leader in the hospitality industry. The application of omotenashi in housekeeping services, such as meticulous room care and attention to guest needs, has proven effective in improving the overall guest experience. Moreover, the close relationship between the company's vision and mission and the omotenashi culture reflects The Westin Rusutsu Resort's commitment to providing services that exceed guest expectations and build long-term loyalty. In conclusion, the implementation of omotenashi at The Westin Rusutsu Resort not only supports the company's goal of achieving service excellence but also sets a new standard in the hospitality industry. This study offers valuable insights for other hospitality companies that wish to adopt a similar approach to enhance their guest experience.