Analisis Omotenashi di Hotel Beppu Kouraku di Jepang

Abstract

This study analyzes the application of omotenashi, a traditional Japanese service philosophy at the Beppu Kouraku Hotel, Japan, focusing on its form and use by employees in each division. This study uses the concept of “face” in the theory of language politeness proposed by Penelope Brown and Stephen Levinson and semiotic theory pioneered by Charles Sanders Peirce. The research method used is descriptive qualitative, namely data collection in the form of words or pictures taken during an internship at the Beppu Kouraku Hotel in Beppu, Japan so that it does not emphasize numbers. Data were collected using observation, interview, and documentation methods. Primary data were collected in the form of photos and videos of personal experiences taken during the internship at Beppu Kouraku Hotel in Beppu, Japan. The technique of data analysis uses data collection, data reduction, data presentation, and conclusion drawing and verification. The study result has showed that omotenashi, as a Japanese service philosophy, is realized in various ways according to the functions of each division. The Furonto Division welcomes guests with Japanese hospitality, ensures a smooth check-in and check- out process, and provides comprehensive information. The Nakai Division provides personalized service through serving traditional in-room meals and helping to prepare futons with attention to detail. Meanwhile, the Housekeeper Division keeps the rooms clean by ensuring a comfortable and pleasant atmosphere. Overall, the implementation of omotenashi by the employees of Hotel Beppu Kouraku reflects the harmonization between Japanese tradition and modern service professionalism, providing guests with a memorable and wonderful experience.