ホスピタリティーvs.サービス 福島先生のトーク Hospitality vs. Service, Talk by Fukushima-sensei

October 18, 2013: 青い目のおもてなし This American’s Omotenashi

九州国際大の福島規子先生が戸倉上山田温泉にお越しになって頂いて、ちょっとした座談会が行われた。「おもてなし」のプロでいらっしゃる先生は相当深く勉強なされている。
ホスピタリティーとサービスの違いって説明で私は目が覚められた。
ホスピタリティーってホスト⇔ゲストの関係で両方共が同じレベル、つまり、友達の様。
サービスってマスター⇔サーバントの関係で、上・下との立場で、とにかくお金を出す方と頂く方でそれぞれの期待と義務がある。
私はどちらかと言うと、フレンドリーなおもてなし派でホスピタリティーに近いけど、あくまでお金を頂いているからその役割を忘れずに…との事。
本当に目が覚めた。福島先生、有難うございました!

Kyushu Int'l University's Prof. Noriko Fukushima, a specialist in "omotenashi", came to Togura Kamiyamada Onsen for an informal gathering. She gave a short talk about the difference between "service" and "hospitality". I had never thought so deeply about the matter before.
With "hospitality", there is a host and a guest, and both are basically at the same level, in other words, a friendly relationship.
With "service", it is a master and servant relationship, one person higher and the other lower, with money being exchanged and both sides having expectations and duties accordingly.

I tend to approach my job as an innkeeper with a friendly disposition which runs the risk of overstepping my bounds as the 'servant'. Something to keep in mind and adjust!

Fukushima-sensei, thank you for the enlightening lesson!




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