Serving more than food: nutritionist-waitress tips guests off on allergens

The food and beverage industry often prioritizes speed. Self-serviced ordering and delivering meals with robots boost efficiency for sure, yet these lack the depth and warmth of human services. Cynthia Wong Sin-nga and Cheng Chin-wa – who work respectively at Pizza Hut and On-Yasai, a Japanese hot pot restaurant – excel at breaking down this barrier.

Wong is a “slasher,” balancing nutritionist, tutor, and waitress roles, while Cheng is a warmhearted gentleman, adept at reading moods and sensitive to happenings around him. Through keen observation and cross-disciplinary knowledge, they offer diners a personalized experience, consistently turning potential challenges around.

Working part-time as a waitress at Pizza Hut for eight years alongside her fulltime career as a nutritionist, Wong is not only familiar with the menu but also extensively knowledgeable about nutrition, including the health benefits of ingredients and potential food allergens.

“I love to integrate all three of my roles when serving customers,” she said. “I enjoy combining different types of knowledge to provide people with a more well-rounded experience.”

Knowing from experience that many tourists and children have food allergies, Wong offers specific recommendations tailored to their needs, paying extra attention to diners with skin conditions such as eczema.

“I remind them to avoid dishes containing seafood, and even egg and dairy products, like bechamel sauce or cream,” she said.

As a tutor, Wong is good at listening with patience and giving explanations in simple, easy-to-understand terms. She loves to smile and is passionate about Western cuisine, often sharing her personal dining experiences from a foodie’s perspective.

“Sharing as a diner is important, too – my customers have a better picture of the food they are ordering with my foodie descriptions,” she added with a chuckle.

Wong describes herself as “detail-oriented” and is skilled at noticing micro-expressions, gestures, and traits to anticipate what customers need.

This attentiveness also stems from her teaching experience. “When students don’t understand what you said, they often show it through their ‘microexpressions’– frowning or looking away – instead of voicing it out,” she said. This also helps her to better understand diners’ needs.

When she sees a customer frowning or glancing around, Wong immediately steps forward to offer help. For travelers with luggage, she arranges more spacious seating with better lighting. Noting that foreign tourists often like to share food, she proactively brings extra plates and asks if they would like separate checks. “Service should be personalized. Foreign guests usually look for more explanation on the menu, while locals often prefer quick and efficient services,” she said.

Cheng, a waiter from On-Yasai, also has his own ways of caring for different types of customers. When parents dine with children, he puts wooden frames around hot pots to avoid burning without the customers requesting for them. For alcohol lovers, he offers a variety of Japanese sake tumblers for them to choose from – especially helpful for those who can’t drink a lot or who like to take photos for social media.

As a man of detail, Cheng has honed a special skill in the bustling dining environment: identifying a customer’s location by sound. “The sound of chopsticks hitting the floor is very distinct in our restaurant,” he explained.

“I can tell exactly where they dropped the chopsticks based on the sound, and I bring them a new pair even before they ask.”

Cheng’s action before request often delights and surprises his guests. When they ask how he knew their needs, Cheng always playfully replies: “Because I can read minds – I just sensed it!”

“No big deal!”Handling emergencies with composure and professionalism

Cheng also remains calm and composed when he is caught in unexpected situations. He encountered a small boy throwing up in the restaurant after eating too quickly.

The table quickly became chaotic, and the parents were clumsy and worried. Without hesitation, Cheng picked up cleaning tools, stepped in, and reassured them: “It’s no big deal!” He quickly cleaned the diners’ clothes and the table.

The mother later wrote a thank-you letter noting that Cheng “didn’t tell them off or show discontent or disgust. He truly didn’t mind the mess.”Since then, she has become a regular a comes with her friends a few times every month.

“Some diners value the experience in the restaurant, so I make an effort to chat with them,” Cheng said. He recalled one retired gentleman, a regular who often dined alone. Through their conversations, Cheng learned that the elderly man’s son is in a band – and he made time to attend one of his performances. Today, the two share a bond akin to family. “We exchange
holiday greetings, and every time he visits, he updates me about his son,”Cheng shared.

“Hola:” Bring smiles to guests by breaking language barriers

“Interaction is what makes it service!” said Wong, who is fluent in five languages: Cantonese, English, Mandarin, Spanish, and French. She sometimes acts as an ambassador for tourism. When a Spanish pair visited, she greeted them in fluent Spanish: “Hola, ¿Como estas [How are you]?” They were surprised and delighted. The three chatted about Spanish landmarks and cuisine. The guests said: “This is the warmest service we have experienced in Hong Kong!”

Wong often reminds herself to treat every customer as if it’s their first visit. “Customers do not care if you have slept well or if you’re tired. They’ll only remember how you made them feel at that moment. So I hope every customer leaves happy after seeing me.”

This year, both Cheng and Wong received Gold Awards in the 2025 Outstanding QTS Merchant Service Staff Awards (Frontline Staff) under the Hong Kong Tourism Board’s Quality Tourism Services Scheme. 

Next time we dine out, remember that the staff member who greets us may have some unique skills or an inspiring story. A warm smile or a word of thanks from a customer is the greatest recognition of their professionalism.

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.