HKTB Encourages Hospitality Culture with Reality TV Show Kicking off the Campaign Undercovers Put Service Qualities to Test and Reveal Merchants’ Hospitality Spirits

The Hong Kong Tourism Board (HKTB) strives to work with the trade to demonstrate hospitality spirits and enhance professional quality services. Recently, the Board partners with a local broadcaster to stage an eight-episode reality show as the first move to champion for a city-wide hospitality culture and quality services. The “undercovered tour guides” in the programme will put Hong Kong’s service quality to test, exploring the dining, hotel, attractions and shopping experiences in Hong Kong with a view to presenting the authentic side of Hong Kong’s quality services.

The production team filmed a new episode in the well-known bike shop The Wing’s Cycle today (4 March). Simon Wong, Chairman of the Quality Tourism Services (QTS) Association, visited the crew today, and exchanged views on quality services with owner of the shop Wong Kam-po, cycling legend and hallmark Hong Kong athlete.

Simon Wong: Reality shows deliver the message in a more light-hearted way
Showcasing quality services makes wins for all

Simon Wong reckons that many shops in Hong Kong uphold the spirit of hospitality and quality services in their daily business. HKTB’s cooperation with the media in the form of reality show is a best way to get the message of quality services through to the public in a light-hearted way. He also noted that the programme is a good channel to recognise merchants with excellent services, which make a three-side win for merchant, customers and the general public. Wong also emphasised, “I hope the reality show can bring back the discussion of the society to service providers with quality, so that more people can realise that there are actually a lot of merchants and service staff in Hong Kong delivers their services with heart and professionalism.”

Wong Kam-po: Quality services are to cater for customers’ needs

Wong Kam-po suggested that a shop does not win customers’ heart only with the variety and quality of products. Rather, salespeople should equip themselves with professional product knowledge and rich experiences, and listen carefully to their customers’ needs and be willing to share. Taking his bike shop for example, in addition to selling bike parts and apparels, he also imported a sophisticated machine to take measurements of the customers to customise their bikes. The shop also offers light refreshments in a café, which makes the shop a gathering place for cycling lovers.

About Undercover Service Squad

Jiro Lee and Aiyana Lo are known for their light-hearted styles. The undercover duo becomes tour guides and “infiltrate” various sectors such as dining, retails, traffic, hotels to personally test the service quality of tourism-related sectors to deepen viewers’ understanding of quality tourism services. The programme will be available on HOY TV (Channel 77) at 9 pm, Sundays.

Multi-pronged approach to elevate service quality

Besides the reality show, HKTB continues to elevate service quality of the trade through a multipronged approach. The Quality Tourism Services Scheme has completed the review of merchant assessment by increasing the weighting of staff performance to recognise the importance of service qualities. The new assessment scheme has been implemented since January. In addition, the HKTB and QTSA will organise the “Outstanding QTS Merchant and Service Staff Awards” in the second half of this year to recognise the excellent services of frontline practitioners. HKTB will also launch a new promotional video to encourage the public to be excellent hosts.