Since its founding, Hsin Tung Yang has built its brand on three core pillars: Deliciousness, Good Taste, and Warm Hospitality. Frontline talent serves as the cornerstone of the company’s enduring growth. Upholding this spirit relies on the continuous dedication of frontline service staff and behind-the-scenes support teams. Organized by the Taiwan Chain and Franchise Association (TCFA), the 13th "2026 Service Angel Award" winners have been announced. Hsin Tung Yang warmly congratulates colleagues Yu Szu-Ling and Chien Hsiu-Ting on receiving this honor, recognizing outstanding service professionals and highlighting their contributions.

At the Gateway to the Nation: Bringing Peace of Mind to Travelers

• Award Recipient: Yu Szu-Ling — Zhen Hao Shi Restaurant, Taoyuan Airport Central Commercial Area Store

• Life Motto: Do everything with heartfelt dedication

Having served at Hsin Tung Yang's Zhen Hao Shi Restaurant at Taoyuan International Airport for over eight years, Yu understands the unique rhythm of the terminal—an environment filled with both the excitement and anxiety of departure. What truly comforts travelers is not just a hot meal, but creating moments of genuine warmth before they embark on their journeys.

One afternoon after the peak departure rush, an elderly woman sat alone at an interior table holding a menu with only a cup of warm water, hesitating to order. Noticing her unease, Yu approached her gently. She learned that the customer was traveling abroad to watch her grandchild perform, but had delicate teeth and worried about indigestion if rushed. Recognizing that the guest needed peace of mind rather than a menu recommendation, Yu immediately coordinated with the kitchen to prepare softer, easily digestible dishes and expedite service. Returning to the table, Yu reassured her: "I have customized your meal for you. Please take your time, and I will keep track of your boarding time." Along with the meal, Yu enclosed a handwritten card wishing her a smooth journey and a wonderful performance by her grandchild. Reading it, the customer's tension gave way to relief, and she held Yu’s hand after finishing her meal, expressing deep gratitude for the comfort she felt.

This experience reinforced Yu's belief that service goes beyond standard procedures—it lies in recognizing unspoken needs and delivering tailored care. In addition to mastering daily operations, she brings patience and empathy to every guest while maintaining an upbeat attitude to support and encourage her teammates. For Yu, every smile reflects a dedication to her craft. Through the Service Angel Award, she hopes to share this mindset and serve as an inspiring example for her peers.

A Trusted Bridge Between Brand and Consumer

• Award Recipient: Chien Hsiu-Ting — Customer Service Representative, Customer Service Center

Working in an organization defined by "Deliciousness, Good Taste, and Warm Hospitality," Chien views customer service as more than handling inquiries—it is a vital bridge of communication and trust between Hsin Tung Yang and consumers. Her guiding mission is ensuring every customer feels heard, reassured, and satisfied.

In the food industry, inquiries often relate directly to personal health. Chien always prioritizes inquiring after the customer’s well-being before addressing details such as product shelf life and storage conditions. This rapid feedback loop helps the company trace sources accurately and mitigate potential food safety risks. When consumers express concerns about food quality, she avoids routine return procedures, choosing instead to explain root causes clearly, listen to customer perspectives, and provide attentive solutions that demonstrate the brand's commitment to quality.

Case 1:Heartfelt Hospitality in Action A customer called sharing that their five-year-old child had tried Hsin Tung Yang’s mixed nuts mooncake—a flavor unfamiliar and often unappealing to young children. The parent asked if the company could encourage the child to keep trying new foods. Chien designed an illustrated card annotated with phonetic symbols (Zhuyin) to connect with the child directly, delivering thoughtful encouragement.

Case 2: Proactive Risk Management and Market Insight When a customer reported a concern regarding pork floss that could not be fully assessed over the phone, Chien demonstrated professional judgment by arranging a home visit. Through face-to-face communication and attentive care, she resolved the customer's concerns, later receiving a handwritten thank-you card. Chien also shared these consumer insights with the R&D and Quality Control teams, transforming customer feedback into practical foundations for product optimization.