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I spent 3 adult decades living and providing professional services in 6 countries across the Far East before returning to Europe. I had the pleasure of travelling across much of Japan, enjoying their warm hospitality and extraordinary service.

Meanwhile, here is the west, a whole new 5* Hospitality discipline and focus has emerged. Guest eXperience !

But there are some differences between 5* hospitality in Europe compared with Japan. While there is plenty of amazing hospitality and service in the west, it just seems more…. consistent in Japan. And you find it at every price point, not just in luxury settings. From “Kombini” convenience stores to expensive restaurants, humble student hostels to 5* hotels. The service is excellent and extraordinary. Consistently.

Wanting to better understand how, and why, I went back to live in Japan for a while to find out what is going on in the culture and how it compares with 5* Hospitality Culture in the challenging western hospitality settings.

And I’d need to learn some Japanese for that!

Back in Japan, I soon came across a word for this extraordinary hospitaity philosophy. They call it “Omotenashi”. And what is so impressive is the pride and self-esteem you see in everybody in their hospitality roles. So I decided to find out what really goes in to it. What makes it work so consistently. To share what it is and how it’s done.

I studied the underlying philosophy, the behaviours and the hospitality practices and have been sharing it for the past few years to a wide range of audiences.

The result is this unique course for 5* Hospitality professionals in western settings, designed to enourage deeper thinking about the psychology of delivering extraordinary Guest experiences delivered by empowered hospitality professionals.