Tourism Volunteer Recommends Hong Kong Hidden Gems to Tourists; Selfless Service Officer Helps Lost Tourist Reunite with Family Despite Language Barrier

The bustling metropolis of Hong Kong attracts tens of thousands of curious visitors every day – some drawn to its famous landmarks, others following the traces of its rich history. Yet throughout their journeys, visitors may run into unexpected challenges, and call for a helping hand. Amidst diverse needs, there is always a group ready to provide thoughtful assistance. Among them is Hui Kei-chung, – who takes joy in guiding visitors through cultural sites and sharing stories of the city’s influential figures as one of the Hong Kong Pals – tourism volunteers of the Hong Kong Tourism Board (HKTB). Likewise, Ray Cheung, an HKTB Visitor Services Officer serving at the airport and other entry points, works diligently every day to assist travelers from around the world. Through their selfless efforts, they shower travellers with the attentive and welcoming spirit that defines Hong Kong’s hospitality。​

Becoming a Hong Kong Pal as a volunteer since his retirement, Hui has devoted 15 years to this passion. A history lover, Hui channels his love for local heritage into his service, designing routes that cater to the specific interests of his guests. He revealed the traditional Lingnan architectural charm of the Tang Ancestral Hall in Ping Shan for Western visitors, and guided Taiwanese tourists along the Dr. Sun Yat-sen Historical Trail, bringing history to life and offering a deeper understanding of Hong Kong’s past with his own tips of historical itineraries. “

If a visitor wishes to visit the Big Buddha on Lantau Island,” the knowledgeable Hong Kong Pal shared, “I take time to map out different convenient transport options for them.”

“For cruise passengers with limited time on shore, I might suggest the Chi Lin Nunnery in Wong Tai Sin or a dim sum restaurant near the Kai Tak Cruise Terminal, so they can get a taste of authentic Hong Kong food even though they are on a brief stop,” he added.

Beyond the well-trodden paths, Hui sees quiet cemeteries not merely as resting places of the deceased but as real-life lessons of Hong Kong history – each headstone holds a fragment of the city’s memory. He recalled how, in 2018, a French visitor arrived specifically to study the history of the 1918 Happy Valley Racecourse fire and sought his help. Hui not only provided detailed historical context but also personally mapped out a route to the Memorial for the Victims of the Stables Fire, aiding the visitor in completing a century-spanning journey of remembrance.

“Had I known about his query in advance,” Hui said, “I would have done my research at home to better explain the background of that era to him.” In the most unadorned way, Hui demonstrates that true guiding is about making silent stone tablets speak.

Making visitors feel sincere company by doing the extra: Ray Cheung’s service philosophy

Likewise, Cheung stands guard over every journey in the airport. The frontline service officer once encountered an anxious grandmother and a lost grandson from South America who spoke only Spanish, separated from their family. The family was in transit to a flight to Fuzhou, Fujian, and was left stranded without cash.

“I took it very seriously at the time,” Cheung recalled. “I could only rely on gestures and Google Translate to piece their story together.” He then immediately made announcement broadcast in the airport, running around terminals, and keeping in touch with the police, eventually reuniting the helpless travellers with their family. By then, however, they had already missed their connecting flight. Cheung personally escorted them to a hotel to get settled. The entire process took him hours, yet Cheung never thought about getting a break until he was sure the family was safe. Cheung reflected that it is because he believes that genuine service is not about following rigid procedures, but having the willingness to empathise and go the extra mile until travelers feel completely at ease.

Over the years, Cheung has formed his own service philosophy – he believes that heartfelt service starts with listening attentively, and understanding the real needs behind a request, so as to provide solutions from the traveler’s perspective: “We must let them feel that we are taking care of them with sincerity, not just completing a task.”

Customised suggestions reveal Hong Kong from unexpected perspectives

Like Hui, Cheung also tailors his suggestions to the backgrounds and interests of different visitors. For families, he focuses on fun and interaction, perhaps arranging an interstellar adventure at the Hong Kong Space Museum to inspire children with unforgettable memories.

“Personally, I really enjoy taking trams from Central to Shau Kei Wan,” he shared. This isn’t just his routine commute but also a personal recommendation, hoping visitors can experience Hong Kong’s diverse appeal – from its financial heart to its local alleys – amid the iconic “ding ding” sounds.

A guardian in moments of need

This attentive service ethos has influenced their colleagues. HKTB Assistant Manager Carianne Poon is another guardian always on standby. Should a tourist face an unexpected incident, she is often among the first on the scene, tending to both physical and emotional needs. Confronted with the confused and helpless visitors – sometimes injured – Poon offers comfort and reassurance. She once assisted a French couple in retrieving their luggage lost in a fire, personally arranging for its shipment back to their hometown. “As long as the traveler leaves Hong Kong feeling secured, it’s all worth it,” she said.

Whether it’s Hui exploring history in a cemetery, Cheung rushing through the airport, or Poon safeguarding tourists in emergencies, their dedication makes visitors feel a sense of warmth in an unfamiliar city, adding a profound human touch to Hong Kong’s tourism image.

As Cheung often tells new trainees: “It is easy to learn facts, but it is the spirits that is rare.” Perhaps, for these frontline service providers, the greatest reward is a heartfelt “thank you” and the genuine smiles on visitors’ face as they depart.

Echoing the “New Outstanding Services Award Scheme” jointly introduced by the Tourism Commission and the Hong Kong Tourism Board, the “Praise Quest – Hospitable Hong Kong” series will share stories of frontline service practitioners in tourism-related sectors with the trade and the public to promote the spirit of hospitality by“going the extra mile” together.