So long OMOTENASHI/Hospitality and too much algorithm

After easing state of emergency, the world is getting back to normal,, but “Can build back better?”

Masahiro (Hiro) Nakagawa
3 min readNov 15, 2021

Coaching from Sub Zero — fighting against COVID-19 with Zoom / Autumn-Winter 2021–22 / Week 7

Credit; Hiro Nakagawa

After the previous article on searching alpha (, we see more how people get back to normal, and huge “revenge” consumer activities all over the places. The more I see people get to back to the public space, the more I see too many cases where the quality of service at service industry have been damaged. Some top tier are OK, but we have many new staffs at the service industry who have not trained well, and just got advice only by manual, and I may be the only one who feel that we can not say “OMOTENASHI (Japanese way of hospitality)” are dead at many places.

I anticipated this symptom from the era of pandemic, but the situation are much worse than I expected(Hesitated to line up these terrible experience here).

At the hospitality industry, manual is important, but the real training can be achieved only through the real communication with customers. The higher…