Seeing guests as friends

Yick Chung 

Chief Concierge, Nina Hotel Kowloon East

With over two decades of dedication in concierge services, Yick has witnessed first hand the impact of technology on travel trendsand his profession. While it was common to call airlines to change flights for guests, today he navigates online platforms like xiaohongshu to keep abreast of mainland tourists’ favourites. Amidst the rapidly changing times, Yick makes sure he stays in the know and masters up-to-date skills. He reveals the high standard he holds for himself, saying, “Satisfying guests’ needs before they ask is, to me, quality service.” 

When asked about his proudest moment in life, Yick points at the golden keys on his collar and shyly mentions, “Perhaps these. I received them nine years ago.” Hailed as one of the most prestigious recognitions in the industry, Les Clefs d’Or membership, bestowed by the Society of the Golden Keys of Hong Kong, demands both extensive experience and peer endorsement. At present, there are only around 80 members in Hong Kong. Yick now serves as a committee member in the Society, aiming to make further contribution to the field. 

Yet, all his professional achievements simply do not compare with the handmade Christmas card he received from a young guest. Beaming with delight, Yick remarks, “The little girl drew my face and put my name next to it. I was over the moon when I received it.”

Sammy Tse 

Front Desk Supervisor, Nina Hotel Island South

Connecting with people comes naturally to Sammy, who always wears a warm smile. Not long ago, she had fun with her 23-year-old daughter and her university friends on a trip to Iceland. Her ability to bond with the younger generation proves to be an asset at work too. “Supervising young staff is like parenting,” quips Sammy, affectionately known as “Mummy Sammy” in the workplace. Alongside her signature motherly tenderness, Sammy believes that teaching patiently by example is key. She would demonstrate best practice in person whenever her colleagues encounter difficult situations. To foster team spirit, she likes to invite colleagues for a late-night snack after work. 

The same spirit of human touch extends to guest relations. “I see them as friends. I always have their best interests at heart,” Sammy says, adding that, “I enjoy chit-chatting and building relationships with them.” To her, meeting return guests in the hotel lobby is like reuniting with old friends. 

Given Sammy’s widely recognised work performance, her family and colleagues are not surprised by her well- deserved award. Sammy stays humble about the achievement too, stating, “The recognition is a testament to my work ethic. I hope to pass it on.”