VOICES 06
THE HOSPITALITY INDUSTRY PROVIDES A MUCH-NEEDED SERVICE – BUT ADDING A LITTLE HEART TO IT CHANGES THE ENTIRE EXPERIENCE!
THE REAL SPIRIT OF SERVICE
O
n visiting Togo for the first time, I really wanted to explore the capital city of Lomé. However, there aren’t any official tour companies there, so one afternoon
I stopped a French-speaking moto-taxi driver and asked him to take me around the city on his bike. Initially puzzled, the man I came to know as Valentin eventually agreed and started regaling me with fascinating stories about the city. He stopped at every important building and landmark to afford me photo opportunities and, in an unexpected gesture, drove me to his best friend’s home for some conversation and Togolese hospitality. After many hours of exploration, we said our goodbyes, but that will always be one of my most memorable travel experiences. The Japanese have a word for such
hospitable service: omotenashi, which embodies the spirit of honesty and has its origins in a tea ceremony, as recited in the verses of 16th
there to fix problems as much as exude a flow of positive energy, which comprised honesty and consistency. That ethos resulted in happiness and vibrancy, starting from my initial contact with the lodge and enduring throughout my stay there. People are the cornerstones to creating once- in-a-lifetime experience, even when mistakes happen (in fact, especially when mistakes happen). It’s the responsibility of everyone in the business to contribute their own particular magic that can make your experience more comfortable or personal. The element of personalisation in the hospitality industry is critical, thanks to millennials, who don’t want to be seen as just numbers. Being acknowledged as an individual and
-century tea master Sen no Riykū:
“Though you wipe your hands and brush the dust and dirt off the vessels, what is the use of all this fuss if the heart is still impure?” It’s simple enough to provide a bed, a
meal and even an apology when a customer complains, but there’s no substitute for providing that once-in-a-lifetime encounter, which the Japanese call ichi-go ichi-e, a concept also defined by the tea ceremony. It’s really about making people feel special. Kwandwe Private Game Reserve in the
Eastern Cape is one of the few safari spots in the country I’ve found to be exceptional, simply because I sensed that the staff weren’t
having your specific needs met, however small, can be a life-changing experience and create customer loyalty. Most service providers ask ahead of time about your dietary requirements or any other special needs. However, imagine going to a concert one night, enthusing about it to hotel staff the next morning – and then returning to your room in the evening and finding the latest CD by that artist lying on your bed. Wouldn’t you feel overwhelmed? I did when it happened to me at the Colosseum Luxury Hotel in Cape Town. Christel Takigawa, the Tokyo 2020 Bid
Ambassador, first mentioned the concept of omotenashi in a 2016 speech to the International Olympic Committee. While this is an ingrained part of Japanese culture, you only have to reflect on your most memorable experiences to know that its roots are in a pure heart – whoever’s that might be.
WORDS: JABULILE NGWENYA. PHOTGRAPH: SHAUN MALLETT.
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