Is an Urban Hospitality Culture Key to Creating Safer Downtowns?

In this post, we explore the concept of urban hospitality, and the diverse approaches to foster a welcoming urban atmosphere.  Drawing inspiration from Japan's renowned Omotenashi principles, we'll also envision how Canadian cities can tailor their own unique rendition.

Written by Lili Wang

In 2020, Gehl Architects conducted a study on the changing dynamics of public spaces and life in Danish cities after the pandemic. The findings indicated a significant decrease in downtown engagements and activity on commercial streets. However, public spaces have remained active, and people adapted to new ways of utilizing their local communities.

In 2024, life post-pandemic seems to be starting to return. Nonetheless, the challenge for us, as city builders, lies in defining - what is the new normal? How can we build and strengthen both the community and the city? Is it safe and equitable?

In my own city of Calgary, Canada, 77% of Calgarians agree that 'revitalizing Calgary's downtown should take precedence' in the next five years (according to the 2023 Fall Survey of Calgarians). Making downtown areas appealing to a broader community is crucial to ensuring they always remain safe and vibrant.

77% of Calgarians agree that 'revitalizing Calgary's downtown should take precedence' in the next five years.

Downtown Safety

In the context of Canadian cities, the University of Toronto's recent study on Canadian downtowns' post-COVID indicated that larger cities, like Toronto, are facing a tougher comeback than medium and smaller cities such as Calgary. Nonetheless, Calgary trails behind Edmonton and Vancouver due to factors like downtown office vacancy rates, the shift to remote work, the rise of online commerce, distance learning, and urban sprawl.

However, another major factor to consider is crime rates and safety perception. Crime rates in DT Calgary have risen by 15% from 2019 to 2023, nine in ten people believe the city should take greater steps to address safety concerns, and only 40% believe Calgary is effectively addressing these issues.

The Urban Hospitality Culture

In contrast, from 2019 to 2021, Japan’s street crimes reduced by 32%. Tokyo’s reputation for low crime rate is attributed to both cultural and structural reasons that contribute to the overall sense of urban safety.

In Japan, hospitality is a big part of the culture. Defined as Omotenashi, this concept goes beyond the step of providing it at one’s home and extends to various aspects of the day-to-day life, including culture, business interactions and tourism. There is an emphasis on creating an inclusive and accommodating atmosphere for everyone, as well as seeking to anticipate people’s needs.

A noteworthy example is the project initiated in Japan in 2015, called The Tokyo Toilets. 16 public restrooms were built with the intent of making the city more accessible for people, blending design, functionality, inclusivity, and safety; all contributing to a more vibrant and welcoming urban experience for both residents and visitors. By making it an architectural attraction, whether using projections, lighting features, or simply architectural elegance, these served to activate foot traffic in the area and explores going beyond the traditional exceptional service.

The Tokyo Toilet project is an example of Omotenashi hospitality – a voice controlled accessible toilet that works in English and Japanese. It can play music, flush, open and close the door through voice commands.

photo credit: Nagare, S. (2021) n.s. photographs. Available at: https://nsphotographs.jp/works/archtecture/

Although Omotenashi is mostly known to be incorporated into services, exemplified in the above, the concept also frequently manifests within the design of its urban environment. Some of these approaches include:

Public Spaces

Parks, gardens, and plazas are meticulously designed to provide serene and welcoming areas for relaxation and social interaction.

Pedestrian-Friendly Streets

Many urban areas prioritize pedestrians with wide sidewalks, green spaces, safe crossings, and resting areas that reflect a consideration for individuals navigating the city.

Thoughtful Signage

Clear and informative signage in multiple languages helps both locals and tourists navigate urban areas with ease.

Cleanliness

Japan's emphasis on cleanliness is evident in its well-maintained streets, public facilities, and waste disposal systems.

Multi-Functional Architecture

Buildings are designed to serve multiple purposes, combining commercial spaces, cultural facilities, and recreational areas to enhance the community's well-being.

Community Events

Local festivals, events, and neighborhood initiatives foster a sense of community and inclusivity, embodying the spirit of Omotenashi by welcoming all.

Traditional Elements

Many urban designs incorporate traditional Japanese architecture, such as wooden structures and zen gardens, providing a sense of cultural continuity.

Inclusive Design

Japan aims to create accessible spaces for people with disabilities, with features like ramps, elevators, and tactile paving.

Tokyo Torch redevelopment district, integrating Omotenashi principles.

photo credit:

Kawasumi Kobayashi Kenji Photograph Office (2021) TOKYO TORCH Tokiwabashi Tower . Available at: https://www.archdaily.com/972961/tokyo-torch-tokiwabashi-tower-mitsubishi-jisho-sekkei

Towards a version of Omotenashi for Canadian cities

Taking Tokyo’s lead, numerous cities worldwide have effectively embraced an urban hospitality culture rooted in their distinctive identities. In Denmark, the Danish concept of "hygge" encompasses a cozy atmosphere, comfort, and a welcoming environment, which, although not directly the same as Omotenashi, shares similarities in creating a pleasant experience for individuals. How could North American cities craft their own version of Omotenashi?

Infuse a local sense of place culture into public spaces to ensure visitors feel suitably welcomed

An example of this is Taipei's Tzu Chi Hospital. Daily volunteers play music in the lobby to uplift visitors and patients, while weekends feature doctor orchestras, nurse health education, and volunteer sign language performances, fostering a joyful community space. The YYC Music Program and YYC airport partnered to support local Calgarian musicians to welcome visitors with live music performances at YYC airport and in the Downtown Area. With over 150 performances per month, this program has reached thousands of people.

Transform downtown office lobbies and public spaces into vibrant, multifunctional spaces

Parts of the CBD can feel inhospitable, which detracts from efforts to bring people together. Introducing local businesses and retail in prominent locations can tell a cultural story, connecting patrons with the city's narrative. Lobbies and public spaces could be retooled to host dynamic events that seamlessly integrate into daily life and activate the urban realm. A local example in Calgary is Lobbyfest, an urban festival that is part prototyping and part a placemaking festival.  LobbyFest activated DT office lobbies throughout the week to engage citizens in envisioning Calgary’s future urban urban core.

Part urban futuring festival, part prototyping and placemaking festival, LobbyFest aims to engage a wide array of citizens in envisioning and shaping the future of Calgary’s urban core.

photo credit: https://www.lobbyfest.com/

Activate a nightlife culture with a focus on inclusivity.

Organizing and promoting more pop-up night markets can improve foot traffic and thereby increase the sense of night-time hospitality and safety. This is to be paired up with good design of urban spaces and lighting to further enhance the experience. Introducing bylaws that encourage the establishment and preservation of iconic night-time venues as well as broadening the night scene to include different uses, appealing to different ages and demographics (i.e. singles, mingles, families, empty nesters, etc.)

Taipei’s vibrant daily night scene – bustling night markets offer lots of games, traditional cuisine and a glimpse into local culture.

photo credit: Lili Wang

Create opportunities for social connections with culturally diverse art and entertainment.

Downtowns can prioritize sustainable tourism, echoing Omotenashi's values of harmony and respect. This could involve promoting eco-friendly accommodations, backing local artisans and businesses, and providing educational experiences on the local ecosystem and indigenous cultures. Additionally, we could encourage visitor engagement through volunteer programs, cultural exchanges, and local-led neighborhood tours to enhance the experience.

Events, festivals or programs that celebrate local diversity and indigenous roots are an opportunity to allow both locals and visitors to participate in something new and create sense of belonging and community spirit.

Winter placemaking initiatives

As summer patios across the Downtown are withdrawn, it creates space for seasonal placemaking opportunities. These initiatives not only increase foot traffic but also offer residents and visitors opportunities to come together and partake in activities despite the cold weather, nurturing a stronger sense of community and social interaction.

The Big, Bright Light Show & Uesugi Snow Lantern Festival.

photo credit: Downtown Rochester 2024 (2023) The big, bright light show. Available at: https://www.downtownrochestermi.com/the-big-bright-light-show
Deck, A. (no date) Uesugi Snow Lantern Festival, Voyapon. Available at: https://voyapon.com/yonezawa-uesugi-snow-lantern-festival/

Closing Remarks

In 2022, the census showed that Calgary's Metropolitan Region is one of the fastest-growing areas in Canada, with a 50,000 people increase in just a year; and where 1 in 5 Canadians are members of a racialized community. This goes to show how culture has an important role to play when cities are designed, built and programmed. Recognizing that only cleaning up the streets does not address the perception of safety, appealing to a wider community base is an essential component to creating urban hospitality, increasing foot traffic and creating a safer Calgary.

Lili Wang is a designer with international experience; originally from Uruguay, she has Taiwanese roots and studied in the UK. She is passionate about cultural differences and how design has the power to bring communities together, bridging the gap through place-making and thoughtful design. Lili is an author for Placeonomics.

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