Analisis Implementasi Budaya “Omotenashi” pada Divisi Front Office di Oriental Hotel Okinawa Jepang

Abstract

This study discusses the implementation of Omotenashi culture in the front office division of Oriental Hotel Okinawa Resort & Spa, Japan, with an emphasis on the influence of local Okinawan culture. Omotenashi is a unique Japanese hospitality concept that emphasizes sincere service, full attention, and selflessness, both verbally and nonverbally. This study aims to analyze how local Okinawan culture, such as the use of local greetings like “Haisai” or “Haitai,” is used as a representation of Japanese-style Omotenashi that enhances guest experiences and strengthens the hotel’s cultural identity. Using a qualitative approach through observation, documentation, and guest survey data analysis, the results indicate that Oriental Hotel Okinawa incorporates local cultural elements into its Omotenashi hospitality services to create a warm and welcoming atmosphere. The use of traditional Okinawan greetings and service styles not only reflects the cultural values of the region but also positively affects guest satisfaction and reinforces the hotel’s local character. This study concludes that the integration of local culture into the practice of Omotenashi plays a significant role in increasing service quality, providing a more memorable guest experience, and contributing to the adaptation of Japanese hotels in regional contexts. These findings can serve as a reference for the hospitality industry in developing professional yet locally distinctive services.