Analisis Bentuk Omotenashi pada Restoran ANA Intercontinental Manza Beach Resort Okinawa Jepang

Abstract

This research analyzes the implementation of omotenashi at a restaurant in the ANA InterContinental Manza Beach Resort Okinawa, Japan. Omotenashi is a form of service characterized by hospitality, genuine care, and respect for guests without expecting anything in return. This study aims to describe the forms of omotenashi practiced by the staff of the Aqua Belle restaurant at the ANA InterContinental Manza Beach Resort Okinawa, Japan. The primary focus is on Japanese cultural values such as wa (harmony), enryo (restraint), and kikubari (attentiveness to others). The method used is descriptive qualitative. The results show that non-verbal forms of omotenashi include serving guest orders in the restaurant, staff sterilizing restaurant cutlery, staff providing drinks for group guests, drink tickets provided by the restaurant staff, restaurant table settings, special dishes for guests with allergies, serving cake and wine for guest special occasions, providing pens to guests, the uniform of the Aqua Belle restaurant staff, the Aqua Belle restaurant drink menu, the Aqua Belle restaurant Motorola communication devices, dishes for vegetarian guests, and Aqua Belle restaurant dessert decorations. Meanwhile, verbal forms of omotenashi include the phrases irasshaimase, kashikomarimashita, shosho omachi kudasai, omataseitashimashita, shitsurei itashimasu, moushiwake gozaimasen, and arigatou gozaimasu. The value of wa (harmony) is reflected in the etiquette of ojigi and the restaurant atmosphere, enryo (restraint) is reflected in the staff serving drinks to guests, and kikubari (attentiveness to others) is reflected in the staff pouring tea into guests' glasses and the staff providing cutlery and oshibori. This research enriches the study of omotenashi in the field of hospitality, especially in the digital era when many services are shifting towards technology, yet this restaurant maintains traditional Japanese values.