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Concierge Chat
Lok Lung, Chief Concierge of Prince Hotel (Marco Polo Hong Kong)
Hong Kong-born Lok Lung, Chief Concierge of Prince Hong Kong, shares his commitment to deliver his best service possible to meet guests’ needs.
CityLife: How did you start your career?
Lok: My career began as a bell attendant in Marco Polo Hong Kong Hotel in 1995. After 10 years I transferred to work as a bell service supervisor at Hong Kong Disneyland Hotel. I also spent some years working for Gateway Hong Kong and Regal Kowloon Hong Kong until I received an invitation to work here as the chief concierge.
CL: So you have worked in all Marco Polo Hong Kong Hotels! What makes you want to pursue this career?
Lok: I guess it’s my destiny that I am bonded to this hotel! I think concierge is a fun job where I get to explore new challenges and find solutions to customers’ enquiries. There is always something new in the lobby. I am also blessed to receive support and guidance from experienced colleagues and supervisors. They give me a great deal of flexibility so that I can exert my best effort to become a successful concierge.
CL: What is your most memorable experience so far?
Lok: We once received a request from a guest to order 999 roses for his engagement proposal on his girlfriend’s birthday. Due to the massive quantities, we ended up storing all in the luggage room occupying several shelves. We transferred the flowers to the backseat of his convertible before his proposal. We also did something to surprise the couple: we videotaped the whole proposal and gave them the clip afterwards. They didn’t request this but we think this is some heartwarming and memorable thing we can provide for the couple.
CL: A quote to sum up your concierge experience?
Lok: There is one quote from the Hotel that I found very impressive: “We only promise what we can deliver, and we always deliver what we promise.” I think this quote applies to concierge especially because we should never disappoint our guests for something we promise to deliver. We try to provide alternative if the request is difficult to carry out instead of saying no to the guest.
LOK LUNG RECOMMENDS
How to spend Valentine’s Day in Hong Kong:
Ride the Hong Kong Observation Wheel. Book a private cabin to experience Victoria Harbour during the glittering Symphony of Lights.
Hong Kong in two days:
Day 1: Star Ferry from Tsim Sha Tsui to Central; take a bus for a stroll at Stanley, return to Central and take The Peak Tram for dinner with the view. Experience the ding ding tram to Wan Chai after returning to Central. The day ends with a return ferry to Tsim Sha Tsui. You will be able to capture both the day and night view of the harbour.
Day 2: MTR train ride to Tung Chung. Capture the stunning view of the Lantau Island, visit the Big Buddha and lunch at the Ngong Ping Village. Spend the
afternoon shopping at the Citygate Outlets before hopping on a taxi to the airport. This travel itinerary allows you to experience all forms of public transport in Hong Kong.
