An internship abroad is far more than just gaining professional experience. It means questioning familiar ways of thinking, embracing a new culture and discovering the many ways in which hospitality can be brought to life.
During her Food & Beverage internship in The Lobby Lounge at The Ritz-Carlton Osaka, SHL student Chloe Tissandier experienced how Japanese traditions and international luxury hospitality come together. She learned the importance of building personal relationships with guests, how much thought and care can be found in the smallest details, and how the philosophy of omotenashi shapes daily interactions with both guests and colleagues.
As my internship semester was approaching, I knew I wanted to make the most of this unique opportunity by spending six months abroad, immersing myself in a new culture and gaining experience in a world-class hotel.
During my first practical semester at SHL, I really enjoyed working in both the kitchen and service operations. These modules taught me valuable skills and deepened my understanding of how different departments work together to create an exceptional guest experience. Through this, I realised that my passion lies in Food & Beverage service.
This motivated me to apply for a service internship at The Ritz-Carlton Osaka, specifically at The Lobby Lounge. The role offered me an opportunity to provide luxury service to guests from around the world, while developing my skills in an internationally renowned hotel.
Japan is globally recognised for its exceptional standards of hospitality and service. I was therefore eager to experience the Japanese approach firsthand and learn from a culture known for its attention to detail, respect and sincere care for guests.
What surprised me most was the importance placed on building long-term relationships with loyal guests.
On my first day at The Lobby Lounge, my manager introduced me to several guests seated at different tables. At first, I was unsure why these introductions were so significant. However, I soon realised that these particular guests had developed strong relationships with the team over many years.
The level of personalisation extended far beyond remembering their names, preferred tables or favourite orders. It involved understanding their individual routines, habits and preferences and ensuring that these details were then reflected in every interaction.
Working in an environment where such personalised service had simply become a natural part of daily operations taught me that genuine guest loyalty is not only built through meaningful human connection but also through trust and consistency.
During my internship, I had the opportunity to join many of the team activities. These included a traditional meditation session in Kyoto, a tea ceremony and a beach clean.
During the tea ceremony, the tea master introduced us to the Japanese philosophy of ichigo ichie, which can be translated to «one time, one meeting». The philosophy reminds us that every encounter is unique and can never be repeated in exactly the same way. It therefore encourages us to approach each interaction as a once-in-a-lifetime opportunity to create a meaningful experience.
What inspired me most was recognising how deeply philosophies such as these are embedded in everyday Japanese culture. I could also see how naturally they are reflected in the way people respect and care for others.
I would have to say one of the most valuable lessons I have learned at The Ritz-Carlton is that exceptional hospitality begins with the team.
I really enjoyed the mindset of my colleagues. From the first moment I interacted with them, I could see how strongly they embodied The Ritz-Carlton's motto, «We are Ladies and Gentlemen serving Ladies and Gentlemen». It is more than just a slogan, it is reflected in the respect colleagues show one another and in the genuine care they demonstrate towards every guest.
Working alongside my Japanese colleagues gave me a deeper understanding of hospitality and the values behind it. Through their example, I experienced the meaning of omotenashi
(おもてなし), the Japanese philosophy of wholehearted hospitality. It involves sincerely caring for others and anticipating guests’ wishes and needs, including those they may not express directly.
My colleagues’ attention to detail, professionalism and true care for both guests and one another inspired me every day. The experience reinforced my belief that supporting and respecting each other as a team is essential to creating memorable guest experiences.
One of the greatest challenges I faced was navigating the language barrier. Although I had learned basic Japanese, which enabled me to serve Japanese guests, it was sometimes difficult to communicate fully with my colleagues.
As a result, I developed strong observational and non-verbal skills. I learned to pay close attention to my colleagues' etiquette, service techniques and body language, as well as to any subtle changes taking place within the Lounge.
This experience also strengthened my self-awareness and ability to adapt. I became more confident in adjusting my communication style to different situations and finding ways to contribute efffectively, even when verbal communication was limited.