Following KIGO’s Michelin star and the Michelin Guide Service Award, Head Chef Akinori Tanigawa discusses omotenashi, the Japanese philosophy of wholehearted hospitality, and the importance of understanding each guest.
What does great hospitality look like to you today, and how have guest expectations changed in 2026?
I believe great hospitality is the essence of omotenashi, the Japanese philosophy of wholehearted hospitality. It is about preparing with care for each guest, ensuring they enjoy their time with us, and ultimately leaving with a sense of happiness. To me, that is what matters most.
I believe the fundamental things guests seek have not changed. However, what people find enjoyable and what they value can differ from one person to another. Rather than offering every guest the same experience, it is important to understand their individual values and create an experience that resonates with them.
For some guests, it is about spending quality time with their family, friends, or someone special. At KIGO, our aim is to create an environment where guests can relax and feel as though they have travelled to Japan, experiencing its culture, cuisine, and atmosphere while remaining in Dubai.
How do you make service feel personal and intuitive without making guests feel watched or overwhelmed?
I believe the key is to observe our guests carefully and understand how they are feeling in each moment.
For example, if guests are enjoying a conversation, we give them the space to enjoy that time together without interruption. On the other hand, if they show an interest in our cuisine or Japanese culture and want to learn more, we engage with them and share the information they are looking for.
We do not believe that providing the same service to every guest necessarily means providing good service. Even when guests are enjoying the same dishes, what they want from the experience can be very different. Understanding those differences and responding appropriately to each situation is what matters.
At a restaurant like KIGO, where counter dining plays such an important role, being physically close to our guests allows us to read their expressions and reactions more directly. The ability to respond to the atmosphere and the guest’s feelings in the moment, rather than relying solely on a service manual, is one of the unique strengths of counter dining.
How do you train your team to deliver consistent service while recognising and anticipating individual guests’ needs, and what can other hospitality operators learn from your approach?
I believe it is important to establish a shared foundation of service standards that every team member understands and consistently upholds. Once that foundation is in place, we can build on it by allowing each individual to bring their own strengths and personality to the experience.
Everyone has different strengths and areas in which they naturally excel. Rather than expecting every team member to deliver service in exactly the same way, it is important to understand their individual capabilities and structure roles and responsibilities in a way that allows them to make the most of those strengths.
By maintaining consistent service standards across the team while creating an environment where each person can contribute in their own way, we can deliver service that is both consistent and genuine, without becoming mechanical or impersonal.
In a market as competitive as Dubai, what makes guests return to a restaurant, in your opinion?
I believe it comes down to offering something that guests cannot find anywhere else.
Dubai has an incredible number of restaurants, each with its own character, flavours, and appeal. I believe guests come to KIGO because they are looking for something they can experience only here.
What we value most is presenting authentic Japanese culture and the philosophy behind it as faithfully as possible. This goes beyond the food itself. From the changing seasons and the choice of tableware to the atmosphere of the space and the way we welcome our guests, we aim to offer an experience that allows them to connect with Japanese culture.
It is not simply about serving delicious food. It is about creating an experience that guests find meaningful and memorable. When that experience stays with them and makes them want to return, I believe that is what allows a restaurant to build lasting relationships with its guests.
Looking back at 2026, what is one lesson about hospitality you’ll carry into 2027?
Looking back at this year, I have been reminded of the importance of teamwork and approaching every task with care and attention.
I believe that if we want to make our guests happy, the team delivering the experience must also feel happy and supported. When team members understand one another, support each other, and can approach their work with a positive mindset, they are better able to provide genuine hospitality to our guests.
This has been a particularly challenging year, and that has reinforced the importance of taking things one step at a time and giving each task the attention it deserves.
Whether we are interacting with our guests, working with our colleagues, or reflecting on ourselves, we should approach each situation with care and consideration. Especially during busy or difficult times, it is important not to lose sight of that principle.
As we move into 2027, I want to continue working closely with the team, approaching every task with sincerity, and creating experiences that bring genuine happiness to our guests.
