THE GOLD STANDARD
What if there was a hospitality culture that amazed everybody experiencing it?
Based on attitudes that make giving great hospitality as enjoyable as receiving it?
Here’s a little secret… there is.
Whether you are in a 5* hotel or a budget guesthouse, an upmarket boutique or a “combini” store, the service is always the same. It’s polite, attentive, empathetic and delivered with consistent attention to detail.
The Japanese have a word for it.
They’re using it to promote
The Tokyo Olympics
A word used to refer to the Japanese hospitality ethos.
Now refers to the whole Customer eXperience.
There are lots of misconceptions about it.
So it’s important to understand all its elements so we can adopt its strengths.
FOR 5* CAREER HOSPITALITY
The course examines the cultural drivers and compares them to ours in the west.
It analyses the western psychology of why their approaches are so effective.
And teaches a collection of unique, useful and practical hospitality skills.
WHAT WILL I LEARN?
How Japanese consistently leave a good impression.
Differences between “Omotenashi” and “Hospitality”
How to incorporate the same mindset into your own hospitality context.
How high levels of pride lie behind their professionalism.
Understand the whole OMOTENASHI eXperience model.
Learn insightful new hospitality concepts and skills.
IKIGAI – Japanese for your “raison d’être”.
Professional careers in hospitality are incredibly psychologically demanding.
Understanding and managing your motivation is really important.
Ikigai is a unique analysis tool to help you.
JAPANESE HISTORY AND CULTURE
Learn about the history and geography of what’s behind the culture.
It’s a “High Context” culture. All 5* hospitality settings are.
How its polite language works. How ours should.
JAPANESE SERVICE AND HOSPITALITY
What people say about the service culture.
What it feels like on the receiving end.
How they do the basics so effectively.
OMOTENASHI SERVICE CULTURE
Is it delivering Customer Service or eXperience?
The three main attitudes to service.
The three main CX strengths.
FROM MINDSET TO MINDFULNESS
The need for “Mindfulness” in Hospitality
Mindfulness practice behind Omotenashi.
Is it Mindfulness for you or for your guests?
WHAT “KIKUBARI” REALLY MEANS
The real meaning of Kikubari.
Why it’s difficult to anticipate needs.
Taking Kikubari skills to the next level.
THEIR CONTROL OF BODY LANGUAGE
Why it’s so important in hospitality.
Managing it to give the right impression.
How to actively read guest’s body language.
JAPANESE HOSPITALITY CONCEPTS
The power behind Japanese hospitality proverbs.
How these concepts inform their hospitality culture.
And how they capture the essence of service.
“IT’S A CUSTOMER SERVICE HEAVEN…”
Who are the “Forgotten 20%” and why we forget them.
Why Japan is customer service heaven for this important group.
The challenges and opportunities in delighting them.
PRIDE AND PROFESSIONALISM
In Japan, “The Customer is King”. True or False?
How self-esteem skills are empowering and transportable.
How Omotenashi and Ikigai work together.
EACH SECTION INCLUDES:-
Videos to introduce concepts and topics.
Informative material with audiovisual commentary.
Quizzes to reinforce your learning.
Links to additional information.
All information is in Plain English. The words behind “OMOTENASHI” might be Japanese, but they’re explained in plain English. This is not a Japanese language tutorial!
All the information is useful. It’s designed to help you improve your customer service and hospitality skills.
The material is easy to absorb and easy to understand.
Each lesson has links to other interesting information that will help you develop your understanding of this remarkable hospitality culture at your own pace.
IS THIS COURSE FOR YOU?
You’re an experienced hospitality professional. In a front-line customer-facing role.
Looking for new ideas to add polish to your professional skill set.
You may also be in a Learning and Development/Training role.
You may have ownership of strategic service offering decisions.
You’re open to practical ideas from international service cultures.
Earn yourself a unique professional hospitality certification