Following the widespread circulation of a video showing a diner attempting to smuggle wagyu beef and seafood out of a hotpot buffet in a reusable bag, a leading Hong Kong restaurateur has stated that while the man's actions were clearly wrong, his subsequent cooperation was relatively tame compared to other confrontations.
The incident, which occurred at The Aquatic Market in Tsuen Wan Plaza, showed staff intercepting the couple and successfully requesting the return of the items.
Simon Wong Kit-lung, chairman of the LH Group which operates similar buffet-style restaurants, commented on the case during a radio program on Monday morning.
He praised the staff member's handling of the situation, calling it a "model example" of how to deal with such events comfortably without ruining the atmosphere.
He revealed that his own restaurant group has encountered a wide variety of similar situations, where customers caught breaking the rules have sometimes "played the victim" and even demanded to see the boss.
"In those situations, it really tests the skill of the frontline staff," Wong said. “If the staff member isn't the most senior person on duty, the manager has to step in”.
He recalled instances where upset customers have caused a scene and insisted on speaking with the owner.
"Of course, I wouldn't go; I'm not particularly skilled in martial arts," he joked, noting that a district manager or senior executive would typically be dispatched to handle the situation.
Wong explained that restaurant employees are not law enforcement and their core duty is to serve customers. He believes there is no need to immediately resort to punishment or confrontation.
His company has a policy of charging an extra fee for severe food waste, but he admitted it is rarely enforced. "The first step is always persuasion," he said, acknowledging that some customers genuinely overestimate their appetite.
Regarding the theft of ingredients, which he has previously commented on via social media, Wong mentioned a 2023 case where his staff used CCTV footage to persuade an elderly woman to return items.
He emphasized that this is not just a rule-breaking issue but also a food safety concern.
Referring to the recent hotpot incident, he questioned, "The way he took the food, I don't even know how he would eat it after taking it home. Forcing himself to eat it could actually be dangerous."
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(Marco Lam)
