Hospitality & Customer Experience
Training Program
In-Person
Open
Applied Omotenashi: Engineering the Customer Experience the Japanese Way
Transform Omotenashi from a philosophy into a measurable service design tool — anticipation metrics, training models, and a field experience staying overnight in an authentic Japanese Ryokan.
Duration
4 days
Hours
28 hrs
Location
Kyoto, Japan
Language
ar
Seats
/ 25
Overview
Omotenashi (wholehearted hospitality) is not customer service — it is the anticipation of needs before they are expressed, executed with precision and genuine care. This programme takes participants through the design principles behind Omotenashi, teaches them to map service touchpoints for anticipatory opportunities, and culminates in a one-night immersive stay at a traditional Kyoto Ryokan where Omotenashi is lived, not explained. Participants then design a service transformation plan for their own organisation.
Program Objectives
- Understand the Omotenashi philosophy and its seven design principles.
- Map customer journey touchpoints for anticipatory service opportunities.
- Design an Omotenashi-based service transformation plan.