Courtesy ambassador

As a recognition of his courteous and efficient service, the Tourism Board will appoint him Hong Kong Courtesy Ambassador.

Mr Lau noted the number of airport passengers has been steadily rising. The January to October period saw 230 million airport passengers arriving and departing Hong Kong. There were 260 million passengers in the whole year of 2005, up 8.3% on 2004.

"Improvements to the airport's hardware and software make immigration clearance faster than in other countries," he added.

"Our mission to treat people with courtesy is clear. Being the first civil servant tourists meet when arriving in Hong Kong, our performance will affect their first impression of the city.

Good impression

"Greeting tourists with friendly smiles and sincerity does give them a good impression. To keep myself looking pleasant all day, I will put aside all worries when I am at work."

Handling thousands of visitors a day, Mr Lau said he was most impressed by a group of disabled people.

"One afternoon I saw a group of disabled, led by three social workers, trying to use the automated passenger clearance system. As it was the first time they had used the e-channels, they needed more time to get used to the system and some passengers behind were getting impatient.

"While helping the disabled to use the e-channels, I also explained to other passengers the situation and advised them to use the counter service if necessary. Seeing the group complete the immigration clearance process was most satisfying," he added.

Tourists as friends

Also working at the airport check point, Senior Immigration Assistant Hong Ki-ying was named the courtesy campaign's first runner-up.

Serving the department for 18 years, Mr Hong was the campaign's champion in 1999, 2001 and 2003. He said the Chinese saying, "rely on parents when at home, seek help from friends when outside" reminds him always to treat tourists as friends.

"Tourists may encounter all sorts of problems. Our smiles do offer them warmth and comfort, and I am always ready to lend them a helping hand," Mr Hong added.

The courtesy campaign's second runner-up Lam Tak-fai, an Acting Senior Immigration Assistant, said the award is a recognition of his working attitude.

Warm welcome

"Politeness, smiles and greetings do make tourists feel better. To give them a warm welcome, sometimes I will call their names and wish them a pleasant journey," Mr Lam said.

The officer, who won the award for the first time, also unveiled the simplest way to make children laugh through their tears.

"Several days ago a mother and her child came to my counter for immigration clearance. The boy suddenly sat on the floor and started crying, making the identity verification process impossible. I asked him to stop crying and stand up by giving him a candy, and this worked. It was nice to see them leave Hong Kong happily," he said.

The Immigration Department's 11th courtesy campaign was held at nine immigration check points from November 20 to 26 to encourage staff to offer courteous and efficient service, and help promote tourism. More details about the department's quality service are available here.