Hong Kong Tourism’s Misguided Approach to Service Standards: A Perspective

Ah, Hong Kong. The fragrant harbor. The dazzling skyline. The… questionable customer service? Yep, you read that right. The Hong Kong Tourism Board (HKTB) recently decided to dust off a blast from the past – a certain campaign from way back in featuring none other than the eternally youthful Louis Koo, urging us all to be nicer to tourists.

Now, don’t get me wrong, being nice is great and all. But the whole thing feels a tad, shall we say, out of touch? It’s like trying to put a band-aid on a broken dim sum steamer. Especially in this economy.

Celebrities and Service Workers: A Recipe for Disaster?

Let’s be real, folks. Having celebrities lecture hard-working service staff about smiling more feels, well, icky. It’s like your rich uncle telling you to cheer up while he’s sipping champagne on his yacht. It just doesn’t land right.

And honestly, let’s acknowledge the elephant in the room – Hong Kong’s service industry hasn’t exactly been known for its world-class charm. Unless you’re dropping serious cash at a Michelin-starred restaurant, chances are you’ve encountered your fair share of gruff waiters and hurried shopkeepers. And you know what? Maybe, just maybe, that’s part of the city’s gritty appeal.

Think about it. New York City is famous for its no-nonsense, “you want it, you buy it” attitude. Does that make it any less iconic? Nope. In fact, some might argue it adds to the city’s unique character. So why try to force-feed a generic, saccharine version of “good service” onto a city that thrives on its own special brand of chaos?

The Harsh Reality Behind the Glossy Facade

Here’s the thing the HKTB’s glitzy campaign conveniently overlooks: times are tough. A recent survey revealed that a whopping of local small and medium-sized enterprises (SMEs), including – you guessed it – those in the service sector, are struggling to stay afloat compared to pre-pandemic levels. Add to that crippling staffing shortages, and you’ve got a recipe for overworked, stressed-out employees who are just trying to make it through the day.

Demanding these folks put on a happy face while juggling demanding customers and shrinking paychecks? Not cool, HKTB. Not cool at all.