Wednesday, March 6, 2024
The Hong Kong Tourism Board (HKTB) is actively collaborating with local partners to promote hospitality and elevate service standards. Recently, the Board joined forces with a local broadcaster to launch an innovative eight-episode reality show, aiming to foster a culture of hospitality and excellence throughout the city. Dubbed “Undercovered Tour Guides,” the show puts Hong Kong’s service quality to the test by exploring various aspects of hospitality, including dining, accommodations, attractions, and shopping.
Today, on March 4th, the production team filmed a new episode at The Wing’s Cycle, a renowned bike shop. Simon Wong, Chairman of the Quality Tourism Services (QTS) Association, was present and engaged in discussions on service excellence with Wong Kam-po, the owner of the shop and a celebrated cycling legend in Hong Kong. This collaboration underscores the commitment to showcasing authentic experiences and promoting quality services across the city.
Simon Wong believes that reality shows offer a more light-hearted approach to delivering messages. He suggests that many businesses in Hong Kong prioritize hospitality and quality services in their daily operations. Wong sees the collaboration between HKTB and the media through reality shows as an effective method to communicate the message of quality services to the public. He highlights that such programs serve as a platform to acknowledge merchants with outstanding services, benefiting merchants, customers, and the general public alike. Wong hopes that these reality shows will spark discussions in society about quality service providers, showcasing the dedication and professionalism of numerous merchants and service staff in Hong Kong.
Wong Kam-po emphasizes the importance of quality services in meeting customers’ needs. He argues that winning customers’ hearts goes beyond offering a variety of high-quality products. Salespeople should possess in-depth product knowledge, extensive experience, and attentiveness to customers’ requirements. Drawing from his own experience with his bike shop, Wong Kam-po exemplifies the importance of customization by investing in technology to measure customers for tailored bikes. Additionally, his shop provides a café atmosphere, attracting cycling enthusiasts and fostering a community hub for bike lovers.
The Undercover Service Squad, featuring Jiro Lee and Aiyana Lo renowned for their light-hearted approach, transforms into tour guides to undercover and assess various sectors including dining, retail, traffic, and hotels. Their mission is to personally evaluate the service quality of tourism-related sectors, enriching viewers’ comprehension of quality tourism services. The program airs on HOY TV (Channel 77) at 9 pm every Sunday.
In an effort to enhance service quality, HKTB adopts a multi-pronged strategy. The Quality Tourism Services Scheme has recently adjusted its merchant assessment criteria by placing greater emphasis on staff performance, acknowledging the pivotal role of service qualities. This updated assessment scheme has been effective since January. Furthermore, HKTB and QTSA will jointly host the “Outstanding QTS Merchant and Service Staff Awards” later this year, honoring frontline practitioners delivering exceptional services. Additionally, HKTB plans to unveil a new promotional video to inspire the public to embody excellence as hosts.
Saturday, April 27, 2024
Saturday, April 27, 2024
