Japan House London wins Best Visitor Experience category at Cultural Enterprises Awards 2026 | News

Japan House London’s Visitor Experience Team has won the Best Visitor Experience category at the Cultural Enterprises Awards 2026.

Japan House London beat off competition from more than 1,600 other cultural organizations across the UK and was selected by judges from Cultural Enterprises, a trade body for the arts, heritage and cultural sectors, for its authentic approach and the respect shown not only to visitors, but also to the skills of team members at all levels.
Located at the heart of Japan House London, the Visitor Experience team provides proactive engagement and attentive customer service to all visitors, guided by the Japanese concept of omotenashi; treating guests with warmth and care and anticipating their needs. Each team member plays a key role in enabling visitors to immerse themselves in the rich Japanese culture through displays, exhibitions and events.

Ongoing training for team members in delivering omotenashi often leads to high praise from visitors about their experience with Japan House London. Surveys and reviews specifically refer to the front of house team with comments such as ‘welcoming and knowledgeable’ and ‘exceptionally friendly and hospitable’.

Ria Macha, Head of Visitor Experience & Event Operations at Japan House London, said: “We are extremely proud to have been awarded the Best Visitor Experience award. It is truly an honor to have been nominated alongside such brilliant UK cultural organizations and it is a privilege to continue to learn from such incredible colleagues. I would like to congratulate the entire Visitor Experience team for the hard work, warmth, attention to detail and care they put into every visit.”

The Cultural Enterprises Awards judges commented on Japan House London’s ‘interesting and authentic’ approach to the visitor experience, based on its five core values, as well as the concept of omotenashi and the relationship this creates between reception staff and visitors.

They called the Japan House London team a ‘fantastic example of truly embedding excellent experiences at the heart of running the organisation’, pointing to the way in which the knowledge and insights of the Visitor Experience Assistants are valued and can even lead to wider commercial opportunities for the organisation.

Sam Thorne, Director General and CEO of Japan House London, said: “The Cultural Enterprises Awards are a mark of excellence. This recognition from Japan House London’s Visitor Experience team is a testament to their energy and dedication, ensuring every visitor receives a warm welcome to Japan and its cultures. We are incredibly proud of the team and grateful for this well-deserved recognition.”

Japan House London would like to thank the Association for Cultural Enterprises for the recognition.