“The key to everything”: Frontline hoteliers warm up guests’ stays with problem-solving skills and out-of-the-box thinking

Hotels is the welcoming face of a city’s tourism and travelers’first impression to a city. Kathryn Yung Ka-ching, Chief Concierge at Harbour Grand Hong Kong, describes herself as a “master key” to guests’ concerns, expertly assisting them with all kinds of requests, from retrieving lost items to serving as a cultural guide; as the “central command” of the hotel, Front Desk Manager Cherry Liu Woon-che designs unique itineraries for guests and builds lasting relationships with travelers. From the moment guests arrive, these professionals are dedicated to showcasing Hong Kong’s renowned hospitality.

“I genuinely enjoy meeting and talking with all walks of life, and I truly love solving problems for guests,” said Yung. She began her career with an internship at Harbour Grand Hong Kong when she was studying at the university, and continued to hone her skills in the concierge after graduating, rising to Chief Concierge within a decade. Her excellence was recognized when she received the Golden Key pin awarded by Les Clefs d’Or, a prestigious international hotel association, solidifying her status as an industry role model.

On the other hand, with over 15 years of experience in the industry, Liu joined the founding team of Hotel Stage after completing her degree in hotel management studies, helping to establish the business from its inception. She takes immense pride in having witnessed the hotel grow into a recognized boutique property in the Yau Ma Tei district. Despite being stationed at the front desk every day, she finds her work continually engaging. “Communicating with guests from around the world makes every day feel new and different,” she said. Liu considers hospitality her lifelong vocation and uses her own travels as an opportunity to gather inspiration from hotels overseas.

Concierge as a master key, embracing every challenge

Yung describes the hotel industry as “dynamic and human-centric,” noting that a smile remains the most universal form of welcome, and that courtesies like “thank you” can never be overused. She instills in her concierge team a core philosophy: “Never say no to a guest,” always striving to present multiple solutions.“In our line of work, the concierge is known as ‘The Key to Everything’.”Yung shared.

“Whenever guests encounter a problem, all they need to do is find the person‘wearing a key’ on their lapel, – that’s the person who will help resolve your issue,” she said. From guest reception and luggage storage to arranging transportation, booking restaurants, and recommending itineraries with local attractions, each task is a test of their hospitality, skills and expertise.

On one occasion, a VIP guest arriving from the UK was certain that his luggage had been lost in Hong Kong. When the team’s search of the flight path, airport, and private car yielded nothing, Yung suddenly realized that perhaps the luggage had never left the UK. She contacted the airport there and, sure enough, the bag was found, leading to arrangements for its collection upon the guest’s return home. The guest was astonished and deeply grateful. “You often have to ‘think outside the box,’” she explained. “When searching for a lost item, for instance, it shouldn’t be limited to one location.”

It is this resourcefulness that has earned Yung the deep trust of travelers. She has formed strong friendships with many repeat visitors. “When they return to the hotel, the first thing they do is to give me a hug. We’ve progressed from staff and customers to family from another city,” she said. Some regulars bring her gifts like cheese or chocolates from Dubai.

Front desk as a command central, curating special moments

Liu views the front desk as the hotel’s central nervous system. She has set a clear objective for herself and her team: “The front desk is the first impression a traveler has of us. I want every single guest to feel valued from that very first moment.”

She believes an outstanding front desk must go beyond a mere transactional counter – it requires proactively going the extra mile. If a guest inquiries about getting to the airport, Liu doesn’t just list the options – she also provides them with fare estimates, journey times, and even offers to book the tickets. “It calls for immense patience and clear communication, and seeing things from the guests’perspective,” she said.

She recalled a time when hosting a British couple in Hong Kong for a birthday trip. Liu not only arranged a decorated room and a birthday cake but, upon discovering they were also celebrating their anniversary, snapped a photo of them at the front desk to create a personalized card with the photo. She also booked them a table at a restaurant with stunning harbor views, crafting a perfect anniversary evening. “It might seem like a small touch, but I want guests to notice our attention to detail,” she noted. On her own time, Liu even took the couple to explore the nearby Temple Street night market, where they sampled local street food like egg waffles and fried snacks with fish meat stuffing, and taking them to a classic cha chaan teng (Hong Kong-style cafe).

Liu strives to have all her guests departing with a memory of her team’s thoughtful service. It came as no surprise that the couple chose to stay at her hotel on their subsequent visits to Hong Kong. They have since become friends, regularly exchanging updates about their lives.

Thanks to Yung’s determined problem-solving and Liu’s heartfelt dedication, they were each awarded Gold Award in the Concierge and Front Desk categories, respectively, at this year’s Hong Kong Hotel Staff Courtesy Awards presented by the Hong Kong Hotels Association. They aspire to lead by example, motivating their fellow hotel staff to pursue an ever-higher standard of service.

Solving problems like a jack-of-all-trades with versatility to put guests at ease

Hotels welcome a constant flow of travelers from all walks of life who bring with them a fresh set of unique inquiries and challenges each day. In these moments, frontline staff must be versatile problem-solvers, ready to become a guest’s greatest ally.

Yung once assisted a retired South African journalist who liked to immerse himself in a destination for weeks to truly understand the local culture. His curiosity was endless. Each evening, he would return to the hotel with photos of local foods – like char siu (Cantonese-style barbecued porks), siu mai (open-topped Chinese dumplings), and egg tarts – and ask Yung countless questions.

She patiently explained the stories behind these Hong Kong specialties and daily life in the city. When his stay ended, the guest wrote a heartfelt thank-you letter, promised to return, and even made plans with Yung to further explore the city’s hidden character on his next visit.

Liu also provided remarkable care for a couple from mainland. After learning the female guest had claustrophobia and avoided elevators, Liu arranged a room of the same type on the lowest floor. She then made a point of personally accompanying them up the stairs each day.

Liu recalled navigating the steps in her high heels, treating it as a form of exercise, and using the time to chat with the couple to help them feel comfortable. The guest later expressed deep gratitude for Liu’s thoughtful support, saying she was especially moved that someone would willingly take the time to walk alongside them.

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 shares 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.