What famed Taiwanese dumpling restaurant Din Tai Fung can teach Hong Kong about managing tourists and keeping service quality high
- Paul Yip says the Taiwanese restaurant chain prizes quality and sustainability over the short-term bottom line, an approach that Hong Kong’s tourism industry would do well to emulate
First, customer flow management. The store, located on Xinyi Road near Dong Men station, was Taipei’s first ever Din Tai Fung. The restaurant is packed throughout the day, not just with diners from all over the world but also with local residents who are regular customers. People waiting for a table can get an estimate of the waiting time through an app. This reduces the number of people milling outside the restaurant and minimises disturbance to the community. The company’s philosophy is that “daily sales targets are not everything”; the focus is on achieving sustainable growth instead.
After being given a queue number at the restaurant, we took a walk around the nearby park and went back 30 minutes later in time to be seated. The staff were friendly and thoughtful; they could speak multiple languages, including Japanese, Korean and English, to make customers feel welcome. In addition, the restaurant does not restrict the amount of time diners spend there, although this might affect its daily bottom line, allowing people to enjoy a meal at their leisure.
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Second, quality control. In Taipei, where night markets abound, Din Tai Fung insists that “quality is the lifeblood of the business” and “branding means responsibility”. The company sets strict standards, from the quality of ingredients down to the cooking temperature and method to ensure that the food served is top notch.
The success of the restaurant lies in its persistence and faith in its business values, understanding its market position and never compromising its food and service quality for short-term profits.
In comparison, Hong Kong’s tourism strategy lacks a clear direction; we need to understand our constraints and continue to improve our capacity to host visitors.
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We should not chase after short-term increases in the number of tourists and we need to attract visitors from other countries. In view of our capacity, the growth of tourism must be quality-driven. Implementing measures to control the flow of tourists and maintaining service quality is the way for Hong Kong’s tourism industry to achieve sustainable growth. Meanwhile, service workers should be properly compensated for the increase in their workload. We have much to learn from Din Tai Fung’s business philosophy.
Paul Yip is chair professor in the Department of Social Work and Social Administration at the University of Hong Kong