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Concierge Chat

Sean Hung, Concierge Manager of Grand Hyatt Hong Kong

 

Hong Konger Sean Hung, Concierge Manager of Grand Hyatt Hong Kong, shares his experience of growing with the hotel. 

 

CL: How did you start your hospitality career?

Sean: I began my career as a Bell Attendant in 2004 after returning from the UK. I was later promoted to Bell Team Leader. I also took the role of Transport Manager when my responsibility expands to oversee airport transport in three Hyatt hotels including Sha Tin and Tsim Sha Tsui. In 2010, I came back to Grand Hyatt as a Concierge Assistant Manager and was later promoted to Concierge Manager, overseeing the operations of bell desk, doorman, valet parking, and airport transport counter. 
 

 

CL: How do you feel about the whole experience?
 
Sean: I think it’s a good thing that I started working from the bottom up - I gain better understanding of the operations in different departments, which enable me to provide appropriate support to my colleagues. Switching to concierge was another exciting new experience. It is a position that requires a lot of hands-on knowledge about the tourists’ needs. But I see adapting to a new environment as a positive challenge where I get a chance to learn and grow. 
 
hotel lobby
 
 
CL : How do you see tourists’ expectation of service changed during these years?
 
Sean:  When I first entered the industry, many guests back then do not know the city very well. The requests are mostly finding the best place for shopping and dining. Now that the Internet makes sightseeing searches easier, they are more interested to experience local street foods, wet markets and hiking trails. Our role requires listening to their needs and providing updated information or detailed guidance on planning the best itineraries connecting their places of interest.
 
 
CL: What is your most usual request from guests?
 
Sean: My most memorable one is a request from an American guest asking to get a dragon-shape kite before next day for his flight. We ended up enquiring a shop that make paper offerings for the deceased. At first the shop owner refused, even for extra costs, to take the job with such. The guest came to the shop and explained the situation personally. Learning that the kite is a birthday gift for the guest’s granddaughter, the owner changed his mind and got the kite done in a night without asking for extra costs. I felt proud of the shop owner – a role model of a can-do attitude and delivering a timely service without asking for more. 
 
hotel exterior
SEAN RECOMMENDS
Favourite local Hong Kong food:  
Wonton noodle. I recommend Wing Wah Noodle Shop at nearby Hennessy Road - the noodles are hand-made and chewy!
 
A souvenir that represents Hong Kong:
Baoding Balls for massaging your palms. Traditional arts and craft shops have better qualities and comes with art patterns.
 
Hong Kong in two days:
Day 1:  Morning dim sum at old style Luk Yu Tea House and then shopping at PMQ for exquisite souvenirs, follow by an afternoon cultural stroll at Hollywood Road and Man Mo Temple. Take an evening visit at the Ladies Market and Temple Street for local souvenir shopping.
Day 2:  A short morning hike at Dragon Back and head straight to Shek O for some sun bathing and there are two restaurants serving good Thai food there! Take a bus or taxi to Stanley Market for last minute shopping - don’t miss catching the sunset at the boardwalks of Stanley Main Street and dinner at Murray House.

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