KONSEP OMOTENASHI DALAM DUNIA KERJA JEPANG FOKUS PADA INDUSTRI RYOKAN

Abstract

Omotenashi is a traditional Japanese hospitality concept that emphasizes sincere, selfless service. This study aims to

describe the forms of verbal and nonverbal communication that reflect the value of omotenashi in the workplace,

particularly in ryokan settings. The research method used was descriptive qualitative with pragmatic and sociolinguistic

approaches. Data were obtained through participant observation during the researcher's six-month internship (April–

September 2024) at Yano Onsen Ryokan, Hokkaido, Japan. Data analysis utilized Shibatani's (1990) keigo theory and

Argyle's (1988) nonverbal communication theory. The results show that omotenashi is manifested through the use of

polite language (keigo) such as sonkeigo, kenjougo, and teineigo, as well as nonverbal communication such as ojigi

(bowing), polite smiles, gentle intonation, and a proactive attitude. This study confirms that omotenashi is not merely a

form of formal politeness but a communication strategy that reflects empathy, professionalism, and Japanese cultural

values.