In response to the growing competition in the tourism industry in the region, the Hong Kong government has initiated the “Hospitality Campaign.” Secretary for Culture, Sports, and Tourism, Yeung Yun-hung, described this campaign as primarily a “spiritual drive.” He pointed out that incidents where tourists have been treated rudely in the past are isolated cases, perpetrated by “a small number of troublemakers.” Yeung emphasized that by making just a little effort, tourists will be touched by the warmth and hospitality, encouraging all sectors to welcome visitors with the right attitude and hospitality to embody the concept of “no place without tourism”, polishing Hong Kong’s reputation as the “best tourist destination.”
The former “New Etiquette Movement” has been rebranded and reintroduced as the “Hospitality Campaign.” Yeung Yun-hung led the launch ceremony of the “Hospitality Campaign” at the government headquarters today. He mentioned observing some individual cases of tourists being treated impolitely in the media in the past, describing it as a few bad apples tarnishing Hong Kong’s image. Consequently, relevant policy bureaus have been discussing and preparing to promote the “Hospitality Campaign” since the beginning of this year, believing that the campaign will remind all sectors of society to maintain a hospitable spirit.
Last week, the Tourism Board shared the latest efforts to promote citywide hospitality with industry representatives, providing training videos and a program to honor excellent tourism services. Yeung noted that industry representatives responded positively, with various sectors indicating their commitment to supporting the Hospitality Campaign to create a synergistic effect.
Yeung mentioned that in the community, the Tourism Volunteer Program will recruit more citizens, especially young people, to share their knowledge and recommendations on various travel themes at tourist inquiry centers. The Tourism Board also launched a new promotional video today, encouraging citizens to “take an extra step, the way of hospitality.” It was emphasized that promoting hospitality is a long-term endeavor, not aiming for specific targets in the short term, and no additional funds will be allocated to participating departments.
Yeung Yun-hung further pointed out that to make customers feel sincerity, there is no need for grand gestures like bowing; “I am confident that we Hong Kong people are inherently hospitable, we are polite…by reminding each other, we will do better.” He believes that by making a little effort, tourists will undoubtedly be moved by the warmth and hopes everyone can embrace the spirit of hospitality, warmly welcoming visitors to Hong Kong to strengthen its position as the “best tourist destination.”
Moreover, the Education Bureau and Home Affairs Department will also join the campaign. The Education Bureau will provide a series of relevant learning and teaching resources to schools and encourage them to organize activities related to “politeness.” Each of the 18 district offices of the Home Affairs Department will engage in local promotions and activities to promote active participation in the Hospitality Campaign.
Facing other countries in the region, such as South Korea providing free high-speed Wi-Fi to attract tourists, will Hong Kong come up with innovative strategies? Yeung Yun-hung stated that offering free services or activities does not equate to hospitality. Instead, the government aims for a higher level by encouraging all sectors of society to “go the extra mile” in serving tourists, ensuring visitors have a better experience in Hong Kong and feel the warmth. He also mentioned that major events in Hong Kong can also attract tourists.
Regarding the longstanding issue of inadequate manpower in the service industry leading to poor service, Yeung Yun-hung emphasized that every industry faces its unique problems. He cited the example of the government sector being busy and stressful, yet when dealing with customers, they must display hospitality and provide quality service.
Furthermore, at the recent “Waterbomb Hong Kong” music festival held in the West Kowloon Cultural District, chaos ensued when claiming luggage at the end, with hundreds of attendees waiting until 2 am the next day. Yeung Yun-hung responded, stating that while the Tourism Board assisted in promoting the event, the operational handling was the responsibility of the private event organizers, and there were indeed shortcomings in the luggage claiming process.
Yeung Yun-hung stressed that the government is very concerned about the incident and does not want misunderstandings to arise from a single event. Not all major events held in Hong Kong are poorly organized, hence the government has advised and requested pointers for improvement from the organizers. He pointed out that participants in events are guests, and organizers should provide quality service to ensure guests feel valued. He has reminded some organizers that Hong Kong experiences significant weather changes from May to September, and outdoor events should be cautious, having more contingency plans and emergency measures in place.