會訊 7-9 月號 NEWS Jul - Sep 2012 - QTSA · 2015-10-02 · 會訊 NEWS. 目錄 Contents ......

7-9Jul - Sep 2012

Issue 月號

協會透視 QTSA PERSPECTIVE

零售業 / 飲食業實用會話應用程式Customer Service Languages for Retail / Catering Apps

委員專訪：周允成先生Meet Governing Council Member: Mr Winston Chow

業界透視 INDUSTRY PERSPECTIVE

香港美酒佳餚月Hong Kong Wine & Dine Month

會員透視 MEMBER PERSPECTIVE

會員專訪：香港仔南記粉麵Interview with Member: Nam Kee Spring Roll Noodle

會員專訪：金裝燉奶佬茶餐廳Interview with Member: Daniel’s Restaurant

會訊 NEWS

目錄 Contents

編者的話 Editor’s Note

未雨綢繆　整裝待發Get Prepared for an Uncertain Future

早前政府統計處公佈數字，7、8月本港零售業總銷貨價值按年分別微升3.8%及4.5%，1-8月總值按年則升10.8%，與去年同期

逾兩成半的升副相距甚遠，市況增長速度明顯放緩。市場是否正步入「寒冬」仍然言之尚早，況且全年的最大升副多數於年尾

傳統旺季出現，生意可望重現活力。不過業界必須未雨綢繆，發掘新機遇；從業員亦應提升技能，做足準備迎接新挑戰。

除了繼續舉辦專題性研討會並與香港公開大學合辦專上進修課程，協會於11月將會舉辦「行政人員迷你MBA課程」，鼓勵業內

人士不斷自我增值。另外，協會延續去年推出iPhone自學英語會話應用程式的成功經驗，經已推出《零售業 / 飲食業實用普通話

會話自學課程》Apps，進一步幫助業界提升外語水平。

Early figures released by the Census and Statistics Department show that the value of total retail sales in July and August recorded a slight increase of 3.8% and 4.5% respectively. The year-on-year growth for January-August is 10.8% in value, which is a far cry from the over 25% increase recorded in 2011. Despite the reality of lackluster growth, it is too soon to declare “a cold winter” is looming for the retail market, especially when the biggest growth is always registered during the traditional year-end peak season. We should remain hopeful for a turnaround. Nonetheless, we should always plan ahead and explore new business opportunities. Members of the trade should also be prepared to face new challenges by enhancing their skills.

The QTSA will continue its existing efforts in organising seminars as well as the tertiary programmes with the Open University of Hong Kong. Starting this November, the new Mini-MBA for Executives will definitely encourage more people to pursue lifelong learning. As a follow-up to last year’s successful launch of the Customer Service English Self-learning App for iPhone, the Putonghua version has now been released to help the industry improve foreign language proficiencies.

編者的話 Editor’s Note

未雨綢繆　整裝待發Get Prepared for an Uncertain Future

協會透視 QTSA PERSPECTIVE

焦點匯聚 In the Spotlight 湖南衛視「天天向上」超級大抽獎 1 Hunan TV’s “Day Day UP” Lucky Draw

消費者委員會交流會議 2 Meeting with the Consumer Council

《明珠檔案》專訪 2 “The Pearl Report” Interview

行政人員迷你MBA課程 3 Mini-MBA for Executives

委員專訪：周允成先生 4-5� Meet Governing Council Member: Mr Winston Chow

零售業 / 飲食業實用外語會話流動應用程式 6-7 Customer Service Languages for Retail / Catering Mobile Apps

協會專訊 QTSA Headlines 提防偽鈔講座 8 “Prevention of Counterfeit Banknotes” Seminar

拆解「投訴炸彈」研討會 9 “Powerful Complaint Handling Skills” Seminar

如何打造「跨」世代的銷售研討會 10 “How to Sell Across Generations” Seminar

社交媒體‧網上營銷攻略篇研討會 11 “New Era in Promotions – Social Media and Online Marketing” Seminar

業界透視 INDUSTRY PERSPECTIVE

業界掠影 Industry Express 2012美食之最大賞 12 2012 Best of the Best Culinary Awards

香港美酒佳餚月 13 Hong Kong Wine & Dine Month

睿智之言 The Insights 立法會批發及零售界議員之見 14 Comments from the Legislative Council Member, Wholesale and Retail Functional Constituency

會員透視 MEMBER PERSPECTIVE

會員搜畫 Member’s Profile 新會員登場 15� Brands Highlights

專訪香港仔南記粉麵 16 Interview with Nam Kee Spring Roll Noodle

專訪金裝燉奶佬茶餐廳 17 Interview with Daniel’s Restaurant

焦點匯聚 In the Spotlight | QTSA NEWS JUL - SEP 2012 Issue 焦點匯聚 In the Spotlight | QTSA NEWS JUL - SEP 2012 Issue 01

湖南衛視

「天天向上」超級大抽獎Hunan TV’s “Day Day UP” Lucky Draw

鳴謝Acknowledgements:

In March 2012, Hunan TV invited the QTSA and five QTSA member merchants to participate in its top rated talk show “Day Day Up”. During the “Authentic Chinese Brands – Hong Kong Edition” segment, the programme focused on Hong Kong’s quality services and unique cultures. A lucky draw with fantastic prizes, including air tickets and accommodation, was staged to excite the audience. In mid-August, the lucky winner Ms Wu of Jiangxi and her companion came to Hong Kong for a 4-day visit. A ceremony was held so the sponsors could welcome the duo and present the prizes. It was an exceptional opportunity to creatively promote Hong Kong’s colourful travel experience.

今年3月，協會及5間會員商戶應湖南衛視邀請，參與

製作內地高收視脫口秀「天天向上」，於「中華老字號

─香港站」的單元節目中推廣香港的優質服務及地道文

化。節目上舉行了超級大抽獎，送出包括機票住宿等豐

富名貴獎品。來自江西的吳雲小姐成為幸運兒，於

８月中偕友人來港暢遊4天。協會特別安排簡單的頒獎

儀式，由贊助商代表送上各項禮遇，並借此機會歡迎

得獎者來港，親身感受香港的精彩旅遊體驗。

焦點匯聚 In the Spotlight | QTSA NEWS JUL - SEP 2012 Issue 02

協會肩負宣揚優質服務及提升服務質素的使命，一向

十分認同消費者委員會維護消費者權益的工作。於

2012年8月1日，協會的「營商環境關注委員會」特別

安排協會執行委員會委員到訪消委會並與會方舉行交

流會議，加強雙方合作。會議甫開始先由協會各委員

會主席向消委會簡介協會在關注營商環境、公關、宣

傳及培訓四大範疇的工作方針及近況。

消委會總幹事劉燕卿女士快將在11月退休，協會趁機

向其過去38年在消委會的工作表示讚賞。回顧近年

工作，劉女士表示對打擊內地赴港旅行團零接待費

問題特別印象深刻。另外，上屆立法會於短短34天內

先後通過《競爭條例》、《一手住宅物業銷售條例》

及《商品說明 (修定) 條例》三項草案，將對消費者權

益及業界運作影響深遠。

協會向來與消委會關係良好，會上雙方都同意於教育

旅客及業界就保障消費者權益及推動市場公平發展等

領域上繼續緊密合作。

「營商環境關注委員會」會員冼慧詩小姐代表協會接受無綫新聞訪問，於2012年8月13日

播出的《明珠檔案》分享香港訂造洋服的發展，以及協會打擊非法招徠行為的工作。

Advocating quality services and raising service standards are the missions of the QTSA. The QTSA mutually supports the Consumer Council’s work in consumer protection. On 1 August 2012, the QTSA’s Better Business Environment Committee organised a meeting between the governing council members and the Consumer Council to strengthen bilateral cooperation. The meeting began with an overview by the committee chairmen on the QTSA’s efforts and recent developments in the betterment of the business environment, public relations, marketing and training.

Ms Connie Lau, Chief Executive of the Consumer Council, will retire in November of this year. The QTSA took the opportunity to express their appreciation to Ms Lau for her 38 years of outstanding contribution at the Consumer Council. Looking back over the past few years, the fight against the malpractice of “zero-reception-fee” by inbound organised tours from the mainland was one of the most memorable, said Ms Lau. In the last term of the Legislative Council, the Competition Bill, the Residential Properties (First-hand Sales) Bill and the Trade Descriptions (Amendment) Bill were all passed swiftly in just 34 days. These new legislations will have a far-reaching impact on consumer rights and business operations.

The QTSA has always maintained a good relationship with the Consumer Council. Both sides agreed to continue working closely to educate visitors and business operations about consumer protection and fairness in the market.

Ms Roxanna Sin, member of the Better Business Environment Committee, was interviewed by TVB News’ “The Pearl Report” broadcast on 13 August 2012. Ms Sin shared her thoughts on the development of custom tailors in Hong Kong, and the QTSA’s initiative to combat illegal touting activities.

《明珠檔案》專訪“The Pearl Report” Interview

消費者委員會交流會議Meeting with the Consumer Council


同事不成長，企業難成功。如何令同事及企業更成功？

大家都知道要「修身」才可「齊家、治國、平天下」。到底何謂「修身」？又怎樣「修身」呢？源自中國古代儒家思想

中的一個重要概念，《禮記 ·大學》之道，為我們解答了：「格物、致知、誠意、正心」，此乃修身必備。

「格物」就是對事物認真深入研究，再學以致用並加以反思修正才算「致知」；當人擁有了真材實學，自然充滿

自信，處事自然能以「誠意」相待，只有萬物了然於胸，而胸襟坦蕩，視為「正心」。企業能擁有真才實學

而又肯攜手也攜心的同事，自然成功在望。

故此，要自强不息，當然要投身亦投資於「修身」行列，才能為自己及企業殿定「平天下」的成功梯階。

「迷你MBA課程」，是邁向大學學府的前站，更是將經典理論兼實踐實幹結合一起的現代管理應用必修科。

李思明博士 Dr. Jackia Lee

為協助會員商戶之管理層及行政人員有效提升優質服務管理專業水平，優質旅遊服務協會特別開辦為期三天的全新

「行政人員迷你MBA課程」。專為管理層及行政人員而籌劃，課程內容及編排旨為管理層暸解管理學理論及概念，

並應用於日常工作中。課程將幫助學員掌握評估服務業整體表現的方法，讓學員從真實個案及學員分享中獲得啟

發。完成課程後，可銜接其他課程。詳情如下：

有關課程詳情或報名事宜，歡迎登上www.qtsa.com/new/c-workshops.php，亦可致電：2807 6124，向劉先生查詢。

With the aim of providing an effective platform for management and senior executives to gain a thorough understanding of high quality service management, QTSA is pleased to invite you to join our brand new 3-day workshop entitled “Mini-MBA”. For more information on the course, please call Mr Lau on Tel: 2807 6124.

行政人員迷你MBA課程Mini-MBA for Executives

何謂「修身」？又怎樣「修身」呢？

1. 管理學模式及理論

1.1 管理學模式及理論介紹 (7P, SWOT, Boston Consulting Group, etc)

1.2 藍海策略的啓示及應用

1.3 從管理學模式及理論至顧客關係管理的應用

2. 人才培訓及管理

2.1 高效面試及留住人才技巧

2.2 鼓勵人才的經典概論 (Maslow, Theory X and Y, 7S)

2.3 專業教練提升工作技能

2.4 溝通及輔導技巧

2.5 支持及推動系統

培訓顧問：李思明博士 (Dr. Jackia Lee)

上課日期： 2012年11月1日(星期四) 2012年11月8日(星期四) 2012年11月15日(星期四)

上課時間：上午9時30分至下午5時30分 (需自行安排午膳)

語言：廣東話附以英語

費用： QTSA會員每位港幣$4,800 非QTSA會員每位港幣$5,200

截止報名日期： 2012年10月22日

3. 科學管理方法

3.1 平衡評估咭 (Balance score card)

3.2 重點表現評估指數 (Key performance index)

3.3 能力才幹量度 (Competence measurement)

3.4 神秘顧客

(Mystery Shoppers programme)

4. 文化差異管理

4.1 掌握中西文化的差異

4.2 配合個性的溝通模式

4.3 令訪客有賓至如歸的感覺

課程大綱：

委員專訪: 周允成先生 Meet Governing Council Member: Mr Winston Chow

簡歷：周生生珠寶金行有限公司董事兼副總經理Bio: Director & Deputy General Manager, Chow Sang Sang Jewellery Co Ltd

加入QTSA執行委員會年份：1996Year of Joining the QTSA Governing Council: 1996


周生生珠寶金行有限公司董事兼副總經理周允成先生

加入協會已經16載，曾參與及見證協會多個里程碑。

一向致力促進培訓工作的周允成先生於今期會訊分享

過去的工作點滴。

自首批商戶於2000年獲得認證，過去12年「優質旅

遊服務」計劃對本港服務業影響深遠。周先生認為

計劃獲旅客及認證商戶廣泛認同，成功之處在於其

「以客為本」的精神，而認證可以確保服務質素，鼓勵

商戶做得更好。因此計劃建立了一個有效的方式令旅客

接觸到實踐「Best Practice」的香港商號。

優質旅遊服務協會作為香港旅遊發展局的策略性夥

伴，肩負推動「優質旅遊服務」計劃的使命。周先生

指2003年內地推行個人遊政策後，協會正好成為內地

旅客與優質商戶的橋樑，讓消費者輕易接觸到達

國際級水平的消費體驗。在過去十多年的歲月，不同

時期有來自各行各業的領袖加入執行委員會，他們的

專業知識為委員會引入不同的經驗，啟發創新思維，

有助提升協會的培訓工作。周先生期望將來會有更多

零售、飲食及其他服務業界的精英加入我們的行列，

協助推動會務到另一個層次，共同有效地運用資源，

進一步鞏固優質服務精神，繼續使香港成為最受旅客

歡迎的目的地之一。

Mr Winston Chow, Director & Deputy General Manager of Chow Sang Sang Jewellery Co Ltd, has witnessed and participated in a lot of milestones since joining the QTSA 16 years ago. Mr Chow has devoted himself to the improvement of service levels. He kindly shared some of his reflections and insights in this interview with QTSA News.

Since the first batch of merchants were accredited in 2000, the Quality Tourism Services (QTS) Scheme has had a far-reaching impact on Hong Kong’s service industry over the past 12 years. It has won wide support from visitors and accredited merchants alike. Mr Chow believes the success of the QTS Scheme lies with the “customer-oriented” objective. The accreditation system ensures service quality and encourages member merchants to perform at a higher level. The QTS Scheme has established itself as an important channel connecting visitors and local merchants implementing “Best Practice”.

The QTSA is a strategic partner of the Hong Kong Tourism Board and it is the Association’s mission to promote the QTS Scheme. The QTSA has become the bridge between mainland visitors and quality merchants for world-class shopping and dining experiences after the implementation of the Individual Visit Scheme (IVS) in 2003, said Mr Chow. During the past decade, business leaders from various professional backgrounds have joined the QTSA. Each and every one of them has made their own unique contribution and became the inspiration for groundbreaking training programmes. Mr Chow hopes more and more talents from the retail, catering and service sectors will join our league and take the QTSA to the next level. By working together and utilising resources effectively, the spirit of quality service will be consolidated and Hong Kong will continue to maintain its position as one of the world’s most popular destinations.


Mr Chow has served as the Vice-Chairman of the Association and continues to be an active Governing Council Member. He has made a tremendous contribution to the area of training activities. Being the long serving Chairman of the Quality Enhancement Committee, the Sharing of Business Elites and co-operation with the Open University of Hong Kong (OUHK) are some of his most impressive projects. The Sharing of Business Elites has been staged 10 times already by 2012. It is the platform for the who’s who in the industry to exchange ideas and for our members to get insights into the latest market trends. Jointly organised with the OUHK since 2007, the “Professional Certificate in Quality Service Practice” and “Professional Diploma in Quality Service Management”, creates continued learning and self-improvement opportunities for aspiring retail managers who began their careers at grassroots level. Through a series of courses, the students can obtain professional qualifications widely recognised by the industry. The courses play a vital role in driving individual and the industry to greater professionalism.

To equip the workforce with the necessary skills to succeed in the competitive market, there are an abundant supply of training opportunities provided by universities, training institutions and employers. However, how to prevent any duplication of resources is a major challenge. Mr Chow believes a holistic approach to training development will be the emerging trend. Such development can be sustainable if the institution can balance administration, content and cost. A well-managed administration of the student’s qualification, learning progress and development plan is critical to achieve the desired objectives, to avoid repetitive effort, and to eliminate any mismatch of training subjects. The “Qualifications Framework” of the Education Bureau is a good model. It provides a common platform for integrating demand and supply between the employees and institutions. An employee can understand the prospect of his/her career and develop his/her skills accordingly without wasting any education resources.

Chow Sang Sang Holdings employs over 6,000 people in the Greater China Region. The company faces an enormous task to provide adequate training to its large workforce considering the geographical locations. The Hong Kong jewellery industry has long established a comprehensive training system. We maintain an edge over other regional markets in professionalism, high service quality and trust-worthiness. In comparison, there is much room for improvement in the mainland. The mainland market is growing rapidly, which leads to a strong demand for talents and a high turnover rate, thereby creating obstacles to training the workforce. However, Chow Sang Sang has not hesitated from stepping up its internal training effort. The company aims to introduce Hong Kong’s successful experiences in quality and skills enhancements to the mainland. This may also help retain talents as it strengthens the sense of satisfaction towards their job and belonging to the company.

周先生曾任協會副主席及執行委員會成員，在培訓範疇

尤其貢獻良多。作為提升服務質素委員會主席，周先生

對參與籌辦翹楚匯及與香港公開大學合辦課程特別印象

深刻。直至今年，協會共舉辦過十次「翹楚匯」經驗分

享會，打造平台讓商界各路精英交流營商心得，歷年來

為會員洞悉市場最新趨勢。自2007年起與公開大學合

辦的「實用優質服務專業證書」及「優質服務管理專業

文憑」，為不少「紅褲子」出身的零售業管理人員創造

一個持續進修及自我提升的機會，通過一個有系統的課

程取得市場認可資歷，無論對個人或行業專業化發展都

可謂功不可沒。

現時不同學府、培訓機構及僱主，都會提供有關知識或

技能提升的課程，裝備僱員以迎合市況及增強競爭力。

然而，如何防止資源重疊是一大挑戰。周先生認為培訓

新趨勢是必須以宏觀角度，從行政管理、內容、成本效

益三方面確保培訓項目的可持續發展。機構必須建立完

善系統評估記錄學員資歷、學習進度及晉升階梯，有助

實現預期目標，並且避免重覆培訓，或者內容錯配的機

會，達到妥善地運用培訓資源的目的。以教育局推行的

「資歷架構」為例，它提供一個共用平台，連繫培訓機

構與市場需求，而僱員亦可清楚了解事業發展前景，做

到有效分配教育資源以及成功提升技能。

周生生集團於兩岸四地聘用員工超過六千人，培訓員工

是公司一項非常重要的任務。本港珠寶行業早已建立完

善的培訓制度，在專業、服務質素及信心保證幾方面盡

顯優勢；至於內地則仍有很大的進步空間。內地市場發

展迅速，人才需求殷切，導致員工流失率相當高，可見

培訓內地員工的工作量和難度都甚高。不過周生生仍然

會堅持加強內部培訓，把香港的成功經驗搬到內地，改

善技術及提升服務質素，同時亦能夠增強員工對工作及

集團歸屬感，對留住員工亦有幫助。


為提升服務業前線從業員的外語會話水平，協會以往都有舉辦短期英語及普通話

課程，供有志進修的業內人士報讀。雖然學員對課程都給予正面評價，受惠的從業員

人數有限。為了進一步拓展培訓領域，協會看準智能手機及平板電腦日益普及的

時機，推出針對服務業前線從業員的自學外語會話Apps 。

去年八月，協會率先與專業培訓顧問商务坊及程式

開發商華豐正凌國際合作推出《零售業／飲食業實用

英語會話自學課程》的iPhone®/ iPad®Apps。這項流

動學習工具，充份發揮智能手機及平板電腦的優點，

用家可以按照本身語文程度及學習需要，靈活地調節

學習進度並進行重點練習，逐句收聽真人發聲的正音

示範，更可以使用錄音功能鍛鍊讀音。

作為市面首個按照零售、飲食業工作需要編寫的教學

Apps，過去一年已經被下載超過8萬次，成績遠超預

期，輕易成為協會歷來最受歡迎的培訓項目。由於

Apps提供繁體中文及簡體中文兩個版本，不但獲得

本港業界支持，更吸引內地、台灣以至東南亞的用家

下載，可算是意外收穫。

In August 2011, the QTSA collaborated with the Commercial Development and Training Institute (CDTI) and Crossover International to develop the “Customer Service English for Retail / Catering” App for iPhone® and iPad®. The self-learning tool capitalises on the technical advantages offered by smartphones and tablet computers. Users can choose their own pace of study and focus the study on a specific area. The app is equipped with a sentence-by-sentence voice demonstration as well as a voice recorder, helping the user to practice pronunciation.

Being one of the first learning apps addressing the needs of the retail and catering industries, the app has already been downloaded over 80,000 times in the past year. This impressive response has far exceeded expectations and the app has easily become the most popular training programme organised by the QTSA. The bilingual apps in Traditional Chinese and Simplified Chinese not only benefit local practitioners, they have also, unexpectedly, attracted users in Mainland China, Taiwan and South East Asia.

零售業 / 飲食業實用外語會話流動應用程式

自學英語會話AppsSelf-learning English Apps

零售業／飲食業實用英語會話自學課程Customer Service English for Retail / Catering

開發商：優質旅遊服務協會

Developers Quality Tourism Services Association

商务坊

Commercial Development & Training Institute Ltd.

華豐正凌國際有限公司

Crossover International Company Limited

售價：輕量版 LITE 免費FreePrice 足本 FULL　每個US$2.99 / HK$23 each

語言：分為繁體中文或簡體中文兩個獨立版本

Languages Traditional Chinese or Simplified Chinese (Sold Separately)

實用英語會話自學課程App

iPhone®/ iPad®/ iPod touch®


今年協會銳意擴充自學平台，再接再厲推出《零售

業及飲食業實用普通話會話自學課程》Apps，除了

iPhone®/ iPad®版本，亦透過AndroidTM平台同時發

行，務求讓更多從業員受惠，並期望強化服務業整

體外語能力，幫助從業員打破與旅客的語言障礙。

With the goal of enhancing the service industry’s competency in foreign languages, the QTSA has been offering short-term English and Putonghua training programmes for practitioners who wish to improve their capabilities. The programmes have received a positive feedback from participants, but the number of practitioners that have benefited is limited. To increase the reach of our training programmes, the QTSA has been taking advantage of the opportunities presented with the prevalent use of smartphones and tablet computers by launching a series of self-learning foreign language apps targeting the frontline personnel of the service industry.

This year, the QTSA is determined to expand the self-learning platform by launching the “Customer Service Putonghua for Retail / Catering” App. By making it compatible with iPhone® and iPad® as well as AndroidTM devices, the new app is even more accessible than the predecessor. The QTSA hopes this self-learning tool will help break the language barrier between practitioners and visitors, and strengthen the industry’s overall foreign language competency.

Customer Service Languages for Retail / CateringMobile Apps

自學普通話會話AppsSelf-learning Putonghua Apps

零售業／飲食業實用普通話會話自學課程Customer Service Putonghua for Retail / Catering

開發商：優質旅遊服務協會

Developer Quality Tourism Services Association

售價：足本 FULL　每個US$1.99 / HK$15� eachPrice

語言：同時兼備繁體中文及簡體中文

Languages Traditional Chinese and Simplified Chinese (Sold Together)

特色：按銷售流程編寫

Features Based on real-life sales processes

包含常用語、會話、實用詞彙

Includes common phrases, conversation and useful terms

提供逐句播放正音示範

Provide sentence-by-sentence pronunciation demonstrations

配備錄音功能助你改善發音

Equipped with voice recorder

iPad, iPhone and iPod touch are trademarks of Apple Inc., registered in the U.S. and other countries.Android is a trademark of Google Inc.

iPhone®/ iPad®/ iPod touch® AndroidTM

實用普通話會話自學課程App

香港作為國際金融中心，長期位處全球最自由開放的

市場前列。除了由三間發鈔銀行發行的各款港元鈔

票，市民日常亦有不少機會接觸到種類繁多的外幣。

隨著越來越多的內地旅客訪港，加上本港正逐步發展

成為人民幣交易中心，於市面流通的人民幣鈔票數量

亦不斷增加。

有見及此，協會於2012年7月18日邀請香港金融管理

局及香港警務處商業罪案調查科假金管局舉行提防偽

鈔講座。前線人員透過講座可以認識港元鈔票及人民

幣、美元等各主要貨幣的防偽特徵，並且有機會親手

接觸偽鈔，了解辨別真偽的秘訣。協會希望藉著提升

前線人員對偽鈔的警覺性，能夠提訪犯罪集團詐騙，

避免招致損失，保障業界利益。

As one of the most important international financial centres, Hong Kong has always remained at the forefront of the world’s freest economies and open markets. In conjunction with Hong Kong banknotes issued by the three local banks, various foreign currencies are widely accepted in Hong Kong. The surge of Mainland Chinese visitors and the development to become a Renminbi business centre have contributed to a sharp increase in the circulation of the Chinese currency in Hong Kong.

In view of our unique position, the QTSA invited the Hong Kong Monetary Authority (HKMA) and the Commercial Crime Bureau and Counterfeit and Forgery Division of the Hong Kong Police Force to present a seminar on the identification of counterfeit banknotes at the HKMA on 18 July 2012. The seminar covered the security features of the Hong Kong Dollar, Renminbi, US Dollar and other major currencies. Participants were able to experience firsthand counterfeit banknotes and learn the techniques to tell the fake from the real. The QTSA hopes the industry as a whole will benefit from this kind of seminar as the participants will be better prepared to identify counterfeit banknotes and avoid any losses by having the upper hand against counterfeiters.

提防偽鈔講座“Prevention of Counterfeit Banknotes” Seminar

協會專訊 QTSA Headlines | QTSA NEWS JUL - SEP 2012 Issue 08

經過多年來的廣泛宣傳及公眾教育，現今顧客普遍

都非常注重服務質素，並且清楚了解自己的權益。

然而，顧客的期望愈高，投訴的風險亦會愈高。因此

服務人員除了時刻保持優質的服務態度，亦必須掌握

處理投訴的技巧。協會於2012年8月2日假香港生產力

大樓會議廳舉辦「拆解『投訴炸彈』」研討會，由澤群

顧問有限公司首席顧問周志基先生講解投訴的成因和

處理方法。

對於講者生動的演講，大部份參加者都表現投入，不

少回應指事列分享及處理投訴技巧是他們最為欣賞的

內容，對日後工作時遇到同類情況有莫大幫助。

Through years of public education, customers are nowadays fully aware of their rights and they demand quality services as a matter of course. However, their rising expectations also heighten the risk of complaints. It is essential to satisfy customers by providing top quality services and to master the necessary complaint handling skills. The QTSA organised the “Powerful Complaint Handling Skills” Seminar at the HKPC Building Conference Hall on 2 August 2012. Presented by Mr William Chau, Principal Consultant of B2A CONSULTING LTD., the seminar explained why customers complain and how to deal with their complaints.

The majority of participants were attentive to the energy-charged speech given by Mr Chau. A lot of respondents found the case sharing very beneficial and complaint handling skills was their favourite topic, which will come in handy if they encounter similar situations at work in the future.

拆解「投訴炸彈」研討會“Powerful Complaint Handling Skills” Seminar

研討會大綱

•服務業與顧客關係新形勢

•顧客投訴的原因

•預防投訴的方法

•處理投訴的技巧

Content of the Seminar

•Newtrendsoftheserviceindustryandcustomerrelations

•Causesofcustomercomplaints

•Complaintpreventionmeasures

•Complainthandlingtechniques


若要成為一位出色的銷售人員，必須向顧客提供稱心

滿意的服務，同時為公司爭取更佳業績。明白不同年齡

顧客的心態和需要是成功的關鍵。了解自己年齡層的個

性從而改善與顧客的溝通技巧亦同樣重要。於2012年

9月17日，協會假香港生產力大樓會議廳舉辦「如何

打造『跨』世代的銷售」研討會，由領域培訓有限公司

首席顧問陳肇安先生講解針對不同世代顧客的銷售及

溝通技巧。

如何分辨不同世代顧客?How to identify different generations of customers?

Y世代愛穿休閒服飾、手機不離手

Generation Y Dress causally and cling on to their mobile phones at all times

X世代對產品有相當認識、喜歡發問

Generation X Tech-savvy and skeptical

嬰兒潮世代行為打扮皆年輕、享受高消費模式

Baby-boomers Dress youthfully and indulge in high-end spending

資深世代年齡與外觀吻合、不太精通高科技

Veterans Dress their age and are tech-challenged

於總結的問答環節，有參加者問講者可否把理論套

用到旅客身上。陳先生回應指，雖然旅客的文化及

成長背景各異，然而亦可透過細心觀察分類。好像

不少經常來港購物的短途旅客與「嬰兒潮世代」一

樣熱愛高消費。當日的參加者都非常專注研討會的

內容，並盼望協會日後可以多舉辦同類關於銷售

技巧的研討會。

To become an outstanding sales professional, one must satisfy the customer and generate profit for the company. The key to success is understanding the various mentalities and needs of customers from different generations. It is equally important for sales professionals to identify the traits of their own generation and sharpen their communication skills accordingly. On 17 September 2012, the QTSA held the “How to Sell Across Generations” Seminar at the HKPC Building Conference Hall. Presented by Mr Matthew Chan, Chief Consultant of Dynamics Training Limited, the seminar covered the techniques required to sell to and communicate with different generations.

At the conclusion of the Q&A session, a participant asked whether the theories apply to visitors. Their upbringing and cultural backgrounds may be different, but visitors may also be classified by careful observation, said Mr Chan. For instance, the short-haul visitors that frequently visit Hong Kong for shopping are quite similar to the baby-boomers who are passionate high-end consumers. Most of the participants were very focused on the seminar and many suggested the QTSA organise more training activities on sales techniques.

如何打造「跨」世代的銷售研討會 “How to Sell Across Generations” Seminar


由美國運通呈獻，香港旅遊發展局及優質旅遊服務協會

全力支持的「中小企數碼時代致勝之道培訓系列」，第

二場題為「社交媒體‧網上營銷攻略篇」的研討會於

2012年9月25日假香港生產力大樓會議廳舉行，當日

邀得多名應用程式開發商、社交媒體營銷專家以及中小

企嘉賓分享他們的親身經驗及展示最新市場資訊。

香港零售科技商會創會會長方健僑

先生向參與人士詳述社交媒體對中小

企推廣宣傳的優勢。

Mr Ken Fong, Founding Chairman of the Hong Kong Retail Technology Industry Association elaborated about the advantages social media possess as a marketing platform for SMEs.

Fimmick香港業務總監賴志偉先生

揭示鮮為人知的Facebook推廣訣門。

Mr Willy Lai, Business Director of Fimmick Hong Kong revealed little-known tips to stage a successful promotion on Facebook.

Green Tomato Limited市場總監莊芷坤

小姐介紹如何利用蘋果最新Passbook

手機應用程式發掘商機。

Ms Jacqueline Chong, Chief Marketing Officer of Green Tomato Limited explained the business potential demonstrated by Apple’s latest Passbook app.

新浪香港市場經理黃韻詩小姐講解

新浪微博的全方位宣傳方案。

Ms Natalie Wong, Trade Marketing Manager of Sina Hong Kong introduced the all-round marketing strategy offered by Weibo – China’s top micro-blogging platform.

古法烘焙總監及創辦人蔣佑明先生

分享利用社交媒體推廣荃灣古法雞蛋

仔的親身經歷。

Mr Eric Chiang, Director of Gu Fah Bakery inspired the audience with his personal experience with promoting Tsuen Wan Eggette through social media.

華豐正凌國際有限公司董事總經理

洪文正先生分享度身訂造手機應用程

式的案列。

Mr Alex Hung, Managing Director of Crossover International Co. Ltd. shared case studies of tailor-made mobile apps.

最後一場的「中小企數碼時代致勝之道培訓系列」研討

會將會在11月6日舉行，敬請把握最後參與機會。查詢

請致電2807 6124 。

Presented by American Express, supported by the Hong Kong Tourism Board and QTSA, the “New Era in Promotions – Social Media and Online Marketing” Seminar of the “Small Business Goes Social” Training Series – was held on 25� September 2012 at the HKPC Building Conference Hall. Guest speakers representing mobile apps developers, social media platforms and SMEs shared their experiences and the latest market developments with the audience.

The final seminar of the 3-part “Small Business Goes Social” Training Series will be held on 6 November 2012. Don’t miss this last chance. For enquiry, please call Tel: 2807 6124.

社交媒體 • 網上營銷攻略篇研討會“New Era in Promotions – Social Media and Online Marketing” Seminar


「2012美食之最大賞」這項殿堂級廚藝比賽由香港

旅遊發展局(旅發局)主辦、香港中華煤氣有限公司

協辦，並獲李錦記（香港）有限公司贊助調味品。

決賽經已於10月4及5日在中華廚藝學院順利舉行。

本屆比賽設有「龍蝦」、「牛肉」、「豆腐」及今年新設

的「老菜新吃」四個組別。經過9月的初賽選拔後，

每組各有十強能夠晉身決賽，分別爭奪各組別的

「至高榮譽金獎」、「金獎」及「銀獎」。

「2012美食之最大賞」的評判團由本港多位著名食評

家、名廚及知名人士等組成。各評判分別就參賽菜式的

味道、賣相、選料配搭、廚師的烹調技巧及創作意念

進行評分，從而選出各組別的獎項得主。一眾得獎食肆

獲旅發局的邀請，參與今年11月1至4日假西九龍海濱

長廊舉行的「美國運通香港美酒佳餚巡禮」，向旅客及

市民呈獻得獎名菜。

旅發局今年特別聯同本地著名飲食網站OpenRice，舉

辦「全城至Like名氣美食」選舉，由公眾從40道決賽

入圍菜式中，投選心目中的「至Like」美食。每個組別

獲得票數最多的菜式，已獲頒「全城至Like名氣美食」

獎座。查閱「2012美食之最大賞」的比賽及投票結果，

可登入www.DiscoverHongKong.com/bob/tc。

The 2012 Best of the Best Culinary Awards (BOB) is a prestigious cooking competition organised by the Hong Kong Tourism Board (HKTB) and co-organised by Hong Kong and China Gas Company Limited, with Lee Kum Kee as the official seasoning supplier.

The competitions were concluded at the Chinese Cuisine Training Institute on 4 and 5� October 2012. This year, participants competed in four categories, namely ‘Lobster’, ‘Beef’, ‘Tofu’, and the all-new ‘Reinvented Classics’. Ten finalists, who were shortlisted in each category during the preliminary rounds in September, competed for the ‘Gold with Distinction Award’, ‘Gold Award’ and ‘Silver Award’.

In the finals, the judges, comprising famous local food critics, chefs and celebrities, selected the winners by rating the entries based on taste, presentation and ingredients, as well as the chefs’ culinary skills and creativity. Winners will promote their award-winning dishes at the American Express Hong Kong Wine and Dine Festival staged by the HKTB at the West Kowloon Waterfront Promenade from 1-4 November 2012.

This year, the HKTB and the OpenRice website co-organised the ‘Online Hottest Dish Award’. The general public voted for their favourite dish from among the 40 finalists’ dishes. For results of BOB and online voting, please check www.DiscoverHongKong.com/bob.

2012美食之最大賞2012 Best of the Best Culinary Awards

業界掠影 Industry Express | QTSA NEWS JUL - SEP 2012 Issue 12

由香港旅遊發展局主辦，「美國運通香港美酒佳餚月」

已為旅客及市民準備好長達一個月的美味盛會，讓

大家見識這個「亞洲美食之都」匯聚環球美酒與美食

的極致魅力！

揭開序幕的「美國運通香港美酒佳餚巡禮」帶來各地

醇酒美食，加上迷人景致及娛樂節目，為大家獻上

一場華麗的五感盛宴。蘭桂坊、赤柱及皇后大道東的

嘉年華，帶來特色美酒佳餚和街頭表演；「食府

盛薈」及其他酒店、餐廳的餐飲優惠；還有美酒展、

專題遊及興趣班等活動，都會豐富這個美味之旅！

今年的「美國運通香港美酒佳餚巡禮」(11月1至4日)

帶來逾310個美酒美食攤位。「Riedel尊尚名酒區」

展出優質美酒；全新的「甜品天地」，美酒與甜品

新鮮配搭；「新產品區」展出首次引入香港的美酒和

酒具用品；「美酒文化薈」包括11月2日的「西班牙

日」及11月3及4日的「意大利街頭美食薈」兩大

主題活動；以至晚上連串精彩舞台表演，讓您盡情

享受美味及醉人的時光！實在不容錯過！

詳情請瀏覽： w w w. D i s c o v e r H o n g K o n g . c o m /WineDineFest iva l / tc

Organised by the Hong Kong Tourism Board, the American Express Hong Kong Wine & Dine Month is an epicurean feast of wine-themed events that has helped establish Hong Kong as the principal place in Asia to enjoy the finer things in life, including wines from around the world paired with the creations of the city’s culinary wizards.

This event kicks off with the internationally celebrated American Express Hong Kong Wine and Dine Festival – a spectacular gathering of great wine, fantastic food and superb entertainment with a stunning harbour backdrop - and follows through with a month-long celebration.

Some of the city’s major hot spots like Lan Kwai Fong, Stanley and Queen’s Road East are hosting fun-packed street carnivals. The Festival of Restaurants, features set menus and attractive prices. Hong Kong’s major hotels and restaurants will also have tempting wine and dine offers. Serious wine buffs will appreciate the food and wine-themed tours, classes and fairs.

This year, American Express Hong Kong Wine and Dine Festival (1-4 November) will showcase over 310 wine and food booths. The Riedel Grand Tasting Pavilion will showcase an exquisite collection of premium wines. Brand new elements are Sweet Pavilion offering desserts & wine pairing and New Products zone offering newly released wines and wine-related products. Wine Culture Celebration features ‘Spanish day’ on 2 November and ‘Italian Street-food Carnival’ on 3 and 4 November. Wonderful entertainment includes jazz performers, bands and singing will take place on the main stage during the evenings. The event is a must-attend for lovers of good food and great wines.

For details, please visit www.DiscoverHongKong.com/WineDineMonth

美國運通香港美酒佳餚月American Express Hong Kong Wine and Dine Month

1-30.11.2012

業界掠影 Industry Express | QTSA NEWS JUL - SEP 2012 Issue 13

早前深圳當局單方面宣佈9月起實施非户藉居民「一簽

多行」，引起香港社會極大爭議，其中一大原因是

推行過急，特區政府並未有充足時間做好配套及宣傳

工作。在社會缺乏共識及其他民生議題影響下，有關

政策最終需要暫緩推行。

現時推行政策的最大阻力，是市民不滿大批穿梭中港

走水貨客對日常生活造成諸多不便，新界北區的情況

尤其嚴重，不但居民投訴日用品被搶購一空，帶著

大批貨物的水貨客堵塞港鐵列車及車站，構成安全問

題。與一般以旅遊或商務性質訪港的旅客不同，這些

水貨客通常都是即日來回中港而且不會過夜，部份

甚至即日多次往返。據報他們的「消費」多數集中於

食品、日用品及電子通訊器材等等，因此他們的出現

只能惠及部份業界。

針對有關問題，身兼旅發局主席的新界東立法會議員

田北俊已經以自由黨榮譽主席身份去信保安局，建議

將「一簽多行」改為「一日一行」，以杜絕水貨客，減低

對居民生活的影響，同時亦容許更多真正的訪港旅客

來港旅遊，為整個業界帶來經濟效益。近日政府終於

出招，進行跨部門執法行動，以6項措施加強打擊水貨

客，短期內希望能改善現時的混亂情況。

自內地個人遊政策於2003年實施，訪港旅客數字急

升，造就强大的消費力，各行各業都得到不同程度的

益處。雖然內地旅客連年遞增，但過去5年都再無增加

推行城市數目。因此內地放寬一簽多行政策，本港

零售飲食業界基本上都表示歡迎。然而業界亦深明現

時的不健康現象有損居民利益。因此長遠而言，亦贊

成政府應該先提升出入境口岸設施及完善交通配套，

並有秩序地逐步放寬個人遊政策。

上任只是幾個月的新特區政府正面臨重重的施政

困難。隨著新一屆立法會的產生，預料情況將會更為

嚴峻，部份與業界息息相關的議題在現時的政治氣氛

下可能不能成功爭取議會的關注。為了令當局了解

業界素求，我呼籲業界必須團結一致，積極參與政府

各項政策諮詢，踴躍表達意見。

Recently, the Shenzhen authorities unilaterally announced a plan to allow non-permanent residents to visit Hong Kong on multiple-entry permits. September was set as the month when the new plan would come into force. The abrupt announcement had infuriated the public and caused great controversy in Hong Kong as the government was unprepared to put supporting measures and a positive spin into place. The plan has been postponed due to a lack of consensus in the society and because of the influence of other social issues.

The biggest obstacle of the proposed visa relaxation is the public resentment against the large influx of cross-border parallel traders who have brought havoc to local communities, especially the North District residents in the New Territories. Local residents complained that store shelves are often wiped clean of everyday goods by the parallel traders. Their piles of goods are safety hazards and create inconvenience to other passages on the MTR trains and at train stations. Unlike ordinary leisure and business travellers, these parallel traders do not stay overnight in Hong Kong. Some even make multiple trips across the border on the same day. Manufactured food, everyday goods and electronic gadgets are said to be some of the main target merchandise of the parallel traders. Their presence is benefiting only a small group of the retail and service industry.

Tackling the issue, the Legislative Councilor (New Territories East) Mr James Tien, Chairman of the Hong Kong Tourism Board, issued a letter to the Security Bureau of the HKSAR Government in the capacity of the Liberal Party Honorary Chairman, proposing the replacement of the multiple-entry permit with a once-a-day entry permit. This would put an end to parallel traders who make multiple trips and will reduce the nuisance to local communities. The proposal would be welcomed by genuine visitors to Hong Kong at the same time. The government has finally taken action. Six new measures have been introduced and the interdepartmental law enforcement missions should be able to crack down on the parallel traders in the short term.

Since the implementation of the Individual Visit Scheme (IVS) in 2003, Hong Kong has seen a large surge of visitor arrivals, bringing in huge buying power that benefits many local industries. Despite the continuous growth of visitor arrivals, the number of mainland cities covered by the IVS has not been extended for 5� years. Hence, the Hong Kong retail and catering industries welcome the multiple-entry permit in principal. Having said that, these industries fully recognise the unhealthy situation experienced by the local community. Therefore in the long run, we believe the government should upgrade the entry-port facilities and transportation systems, and gradually extend the IVS in an orderly manner.

The new government is already facing immense challenges on many fronts in its first few months of existence. The situation may deteriorate further with the newly elected Legislative Council taking office. Many industry-related agendas may be cast aside under this turbulent political climate. I call on the industry to join hands together and actively participate in various policy consultations. Only by doing so, will we get the government’s attention and get our voice heard.

政府先要完善配套不應急推一簽多行Enhanced Supporting Measures Must Come Before Visa Relaxation

方剛議員SBS, 太平紳士The Hon Vincent Fang, SBS, JP

立法會批發及零售界議員之見Comments from the Legislative Council Member, Wholesale and Retail Functional Constituency

睿智之言 The Insights | QTSA NEWS JUL - SEP 2012 Issue 14

新會員登場Brands Highlights

達明牆紙有限公司Tat Ming Wallpaper Co Ltd.自1981年成立以來，一直為專業設計師，辦公室，

酒店及住宅提供優質牆紙。

Since 1981, Tat Ming has provided the best quality wallpaper in a wide range of designs, suitable for both professional interior designers and residential users.

李公館Lee House Restaurant

藝術品一般的點心，精緻新穎的佳餚，

古雅閒適的環境，一切盡在「李公館」。

Delicate Dim Sum, Delicious Cuisine and an Elegant Environment, all available at Lee House Restaurant.

Carpaccio Pasta, Pizza & VinoCarpaccio是一道簡單又美味的意大利傳統菜餚，

予人簡潔及清新的感覺為食客提供無以倫比的

Trattoria的用膳經驗。

Carpaccio is a simple yet flavourful traditional dish of fresh raw beef, which is used to express the concept of simplicity, elegance and freshness. Carpaccio offers a unique experience.

新會員登場Brands Highlights優質旅遊服務協會現時擁有超過1,300名會員，是本港主要商會之一。協會歡迎更多商戶加入我們的行列，攜

手提升本港的服務業質素。以下的公司簡介，由部份最近加入本會的商戶提供：

With over 1,300 members, the QTSA is one of the major trade associations in Hong Kong. We welcome more merchants to join us to improve Hong Kong’s service quality together. The following profiles are provided by some of the new members:

會員搜畫 Member’s Profile | QTSA NEWS JUL - SEP 2012 Issue 15


成立於1981年的香港仔南記粉麵，一向以材料十足的

魚肉春卷聞名。超過30年歷史的老字號近年銳意改變

形象，並擴充生意版圖，增加分店數目，同時開設特色

概念食店。會訊早前訪問香港仔南記的兩位年輕主管，

分享他們重塑餐廳形象的經驗。

其實差不多10年前，香港仔南記已經歷過一次蛻變，引

入酸辣小窩米線，為食客增添粉麵以外的選擇。然而，

今日的改革更是翻天覆地，例如改為快餐自助模式，

方便食客之餘亦有助減輕人手壓力。店舖裝修以至員工

制服亦與時並進，起用時尚設計與顏色，予人新鮮活潑

的感覺。南記春卷粉麵有限公司執行董事區卓翹Cyrus

表示，公司內部曾經討論應否花費金錢革新形象，

但衡量利弊過後認為相當值得。以餐桌全部由卡位取代

為例，裝修費雖然較高，但是既慳位又能為食客提供更

舒適的環境。

另一位執行董事魏子俊Joe指出，作為一間中小企，在

宣傳推廣上需要多花心思，以有限資源達到更大效果。

回憶3數年前，首間「變身」的灣仔春園街分店曾引起

街坊熟客的一陣小騷動，同時成功吸引年輕客源的目

光。香港仔南記亦有開設Facebook專頁，透過這個成

本近乎零的宣傳平台累積年輕擁躉。為了爭取曝光，香

港仔南記主動聯絡報章雜誌及食評博客訪問，更會把握

亮相電視飲食節目的難得機會。自創的「香港仔」漫畫

代言人以寫實手法描繪典型香港人個性，生動地呈現香

港仔南記的傳統地道口味，誘使食客對品牌產生共鳴。

香港仔南記最近成為「優質旅遊服務」計劃的認證

餐館，Joe希望可藉此討好食客，提升公司形象。香港

仔南記最近作出大膽嘗試，剛剛在9月於中環開設全新

概念食店「南記H」。Cyrus表示，有別於原有分店，

新店標榜健康麵食，裝潢簡潔清新，並且有素食和果汁

供應，希望給予食客眼睛和味蕾的全新感受。

Founded in 1981, Nam Kee Spring Roll Noodle is renowned for its signature dish of fish spring rolls. In recent years, the owner of the 30 years old restaurant has been determined to reinvent the business by expanding its market footprint and opening concept restaurant. QTSA News spoke to the younger generation directors about their experiences with reshaping the restaurant’s image.

Nam Kee underwent its first transformation almost 10 years ago when hot and sour soup with vermicelli was introduced to the Canton noodle menu. However, the recent changes are comparatively far more revolutionary. For example, the conversion to a self-served service mode, made famous by the fast food industry, has helped ease the pressure on manpower and provides more convenience to diners. The new stylish and vibrant decor and staff uniforms create a modern and vibrant image. Mr Cyrus Au, Executive Director of Nam Kee Springroll Noodle Co. Ltd said they had their doubts about spending money on rejuvenating the restaurant’s image, but they considered it was a good investment after weighing up the pros and cons. For instance, they replaced the ordinary round tables with new booth seats. The booth seats may be costlier, but they occupy less space and provide a more private and cosy environment for diners.

It is critical for an SME with limited resources to take an unconventional approach to market the brand, explained Mr Joe Ngai, another Executive Director behind the project. He recalled that when they unveiled the first revitalised restaurant in Wan Chai’s Spring Garden Lane, it caused quite a commotion in the local community and attracted the attention of some young diners. A Facebook page is another way to attract a younger following, plus the social media platform costs next to nothing. To gain mass exposure, Nam Kee proactively reaches out to newspapers, magazines as well as food critics and bloggers for interviews. They have also grasped the rare opportunity to be featured on TV food programmes. Nam Kee’s spokesperson is a male comic character depicting any regular Hongkonger. They hope their customers will easily relate themselves to the character and resonate with the brand.

Nam Kee has recently become a QTS-accredited merchant. Mr Ngai sees the accreditation as a lift to the corporate image. In September 2012, Nam Kee made another bold move by opening “Nam Kee H” - a brand new concept restaurant located in Central. Unlike other restaurants of the chain, “Nam Kee H” promotes healthy noodle dishes, said Mr Au. With the fresh and simple decor and tasty vegetarian meals and fruit juices, a new experience is created for the eyes and taste buds of diners.

會員專訪：香港仔南記粉麵Interview with Nam Kee Spring Roll Noodle


有30年歷史的金裝燉奶佬茶餐廳，於1982年以「燉奶

佬」甜品起家，今日已發展成為座擁20間分店的港式

餐廳餐飲集團。最近集團旗下的「金裝燉奶佬茶餐廳」

及「大姆指(亞洲)餐廳」成為「優質旅遊服務」計劃的

認證餐館。會訊最近專訪集團的兩位主管，了解集團

如何踏上優質之路。

如何從坊間眾多連鎖經營的港式餐廳區分出來？金裝

燉奶佬（集團）控股有限公司集團高級經理覃耀恒先生

表示，他們有其獨特策略，以精選菜式、健康食材、

衛生環境等元素取勝。覃先生認為，菜單太多選擇未

必最好，他們會進行市場調查，觀察潮流趨勢，混入日

式、西式口味，推出季節限定的時令推介吸引年青食

客。2008年，金裝燉奶佬加入「有營食肆」的行列，選

用新鮮的食材並運用三少(少脂肪或油分、鹽分及糖分)

的烹調方法，製作高水準的營養菜色。如重口味的咖喱

可不用椰漿埋芡，再加上大量的蔬菜配料，令菜式惹味

又清新。金裝燉奶佬走大眾化價錢路線，而且集團十分

著重衛生，時刻保持整潔感覺，深受食客歡迎。

談到前線員工管理，分區業務經理梁東榮先生指出集團

有周詳的培訓制度，由資深員工親自教導新入職的同

事，改變他們思維，從而了解服務這門專業的學問。管

理層關心員工的個人發展需要，定立清晰的晉升階梯，

鼓勵員工多學習、多接受挑戰。為了強化團隊精神，

集團設有獎勵計劃推動各個團隊爭取更佳表現，並經常

舉辦工餘活動，讓員工之間建立緊密互信關係。另外，

金裝燉奶佬注重建立企業正面形象，發動員工參與社會

服務，回饋社會。

近年，集團積極優化營運模式。覃先生表示，集團強化

硬件配套，投資中央總廚及物流中心，支持業務擴充。

軟件方面，引入專業餐飲管理系統，提升運作效率。

另外，集團申請「優質旅遊服務」計劃認證，目的是加

深市場對品牌的認識，並增加員工對專業服務的追求。

From its humble beginning as a desert parlour in 1982, it has now grown into a successful chain of restaurants comprising of nearly 20 Hong Kong-style restaurants. Two of the branded restaurants, namely “Daniel’s Restaurant” and “Big Top Restaurant” are accredited by the QTS Scheme. QTSA News recently talked to the management of Daniel’s Restaurant to discuss their journey to quality service.

How to stand out from the crowded marketplace of Hong Kong-style chain of restaurants? Daniel’s Restaurant has its own unique strategy consisting of a special menu, healthy food and good hygiene, said Mr Chum Yiu Hang, Senior Business Manager of Daniel’s Group Holdings Limited. In Mr Chum’s opinion, a selection of seasonal specials with a mix of Japanese and Western flavours is more enticing to customers than an overwhelming list of dishes on the menu. Market research is conducted regularly to gauge emerging food trends. In 2008, Daniel’s Restaurant joined the “[email protected]” campaign and introduced “3 Less Dish” (the dish has less fat or oil, salt and sugar), a much healthier alternative than the regular menu. One of the surprising moves was abandoning coconut paste as a thickening agent for its curry dishes; the portion of vegetables has also been increased, which significantly upgrades the freshness of dishes. Some diners choose to patronise Daniel’s Restaurant for its reasonable prices and cleanliness.

Speaking of the management of service staff, district manager Jason Leung stated that they have a comprehensive training regime in place. New recruits learn how to serve professionally with confidence from their seniors. The management paves a clear career pathway and addresses the need of skill development to motivate their staff to learn and embrace challenges. To encourage teamwork and promote better performance, award schemes are in place and after work team bonding activities are regularly held. Being a good corporate citizen, Daniel’s Restaurant mobilise employees to give back to the community and care for the disadvantaged.

In recent years, Daniel’s Restaurant has actively optimised its operation. To support the expansion of its business, the restaurant has strengthened its hardware by investing in central kitchen and logistic centres. In terms of software, the introduction of a professional catering management system has led to an improvement of operational efficiency, said Mr Chum. Furthermore, the QTS-accreditation is a measure to enhance public awareness of the Daniels’ Restaurant franchise and to drive the entire company to work towards improving professionalism.

會員專訪：金裝燉奶佬茶餐廳Interview with Daniel’s Restaurant

7-9 2012Jul-Sep Issue月號

活動日期地點　Event(s) Date(s) Venue(s)

行政人員迷你MBA課程

美國運通呈獻：中小企數碼時代致勝之道培訓系列「潮看傳統企業秘技篇」研討會

優質旅遊服務協會第十八屆周年大會

香港北角威非路道18號萬國寶通中心10樓大嶼山會議室

Lantau Conference Room

10/F Citicorp Centre, 18 Whitfield Road

North Point, Hong Kong

Mini-MBA for Executives

American Express presents: “Small Business Goes Social” Training Series “New Look on Traditional Business” Seminar

Quality Tourism Services Association 18th Annual General Meeting

2012.11.01, 08, 15

2012.11.06

2012.12.17

九龍塘達之路78號香港生產力大樓4樓會議廳

Conference Hall, 4/F HKPC Building 78 Tat Chee AvenueKowloon Tong, Kowloon

九龍尖沙咀彌敦道118號The Mira Hong Kong 18樓宴會廳

The Ballroom, 18/F, The Mira Hong Kong

118 Nathan Road, Tsim Sha Tsui, Kowloon

精彩活動—QTSA為你陸續呈獻！請密切留意本會網站www.qtsa.com之公布。Please stay tuned for other activities brought to you by QTSA. For latest info, please visit www.qtsa.com!

* 本會保留活動最終更改權 QTSA reserves the right to update the event schedule.

優質旅遊服務協會熱線QTSA Hotline:

2807 6280www.qtsa.com

會訊 7-9 月號 NEWS Jul - Sep 2012 - QTSA · 2015-10-02 · 會訊 NEWS. 目錄 Contents ......

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