Across Hong Kong, customers know that when they see the QTS decals from the Quality Tourism Services (QTS) Scheme, they can expect to receive a superior standard of service. “To maintain Hong Kong’s reputation as a diverse and exciting destination, we need to ensure that visitors enjoy quality services at all times,” said Ken Chan, Chairman of the Quality Tourism Services Association (QTSA), which assesses and awards shops with the QTS accreditations. Chan’s own career means he is in a good position to know about the importance of good service. He successfully led the Tai Hing Catering Group’s transformation from a small-scale “siu-mei” eatery into a large restaurant chain with a number of brands. Back in the late 1980s, when Chan opened his first shop in Sai Wan Ho, such fast-food outlets would not necessarily have been associated with top-quality service. However, Chan insisted on quality production and service as well as a comfortable dining environment, helping to earn him the title of “King of the Chinese Roast.” Besides insisting on quality in his own business, Chan is also a long-time supporter of improving standards across Hong Kong’s tourism sector. He joined the QTSA Governing Council in 2009, and in 2017, assumed the role of Chairman. At present, QTSA has close to 1,300 members – mainly retailers, restaurateurs and other service providers – covering more than 8,000 outlets across Hong Kong. It joined HKGCC in 1994, and membership of the Chamber helps the Association to broaden its network and enhance connections within the industry, Chan said. QTSA has also been involved in a number of high-profile events to make the wider community aware of its activities. “Working closely with the Hong Kong Tourism Board, QTSA has participated in several major events, such as the International Chinese New Year Night Parade and the Hong Kong Dragon Boat Carnival, as a way of raising its members’ profiles,” Chan said. Every year in June, QTSA organizes a “Sharing of Business Elites” event to improve communication within the industry. It also secured Government funding to launch a wisdom-sharing initiative for the tourism sector. “This project was geared to help SMEs increase their sales and improve service quality,” Chan explained. QTSA is also using technology to help connect customers with quality-approved service providers. “Looking forward, the association will launch a new mobile app, QPoint, for tourists and locals, allowing them to obtain real-time discounts from merchants,” Chan said.