<![CDATA[This study analyzes the implications of implementing the Japanese hospitality culture known as Omotenashi on the emotional labor of restaurant staff at Ooedo Onsen Monogatari Hotel Ranpu, Japan. Omotenashi emphasizes sincerity, respect, attentiveness, anticipation of guest needs, and consistency in service delivery. This study employs a qualitative descriptive approach, with data collected through observations and interviews with six informants: one hotel manager, three Japanese restaurant staff members, and two Indonesian restaurant staff members. Data were analyzed using the Miles and Huberman model, including data reduction, data display, and conclusion drawing. The findings indicate that Omotenashi is integral to restaurant service and requires employees to maintain friendliness, patience, positive expressions, and professionalism despite fatigue, heavy workloads, or guest complaints. Emotional labor is manifested through surface acting and deep acting. Surface acting occurs when employees’ actual emotions differ from the expressions required by service standards, while deep acting involves actively aligning emotions with service expectations. Continuous implementation of Omotenashi may increase mental pressure and emotional exhaustion. However, internalizing its values can facilitate employee adaptation and natural service delivery. Therefore, balancing service standards with employee emotional well-being is essential for sustainable implementation.]]>
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