Cheng Kwok Ming: Lifesaving moments that leave a lasting impression
At 61 years old, Cheng Kwok Ming is the first point of contact for residents and visitors at Villa Lotto in Hong Kong. As an ISS Senior Security Guard, his impact reaches far beyond security. Each day requires him to stay alert, show care, and make quick decisions. For Ming, the goal is simple: to create a safe, welcoming space where people feel at home.
“What I enjoy most is the energy of the morning rush,” he says. “I love greeting residents as they head out to start their day. It’s more than just saying good morning, but also making connections and creating a sense of community. Over time, I’ve learnt people’s routines, their habits, even the things they often forget. Offering a gentle reminder or a helping hand brings a smile to their face and that’s what makes my day.”
Ming’s instinct to notice even the smallest details helped to save a life. When a father rushed for help – his newborn baby had a high fever and was suffering from severe cramps – Ming acted quickly.
“I called an ambulance straight away and then remembered there was a paediatrician living in the building. I found him immediately, and he came to provide emergency care before the ambulance arrived. The father was overwhelmed, so I stayed calm and focused on doing what was needed.”
Thanks to Ming’s swift action, the baby made a full recovery, leaving a lasting impact on the family.
Living our values every day
For Ming, delivering the highest standards of service is about noticing the little things and being thoughtful:
“I love working with people. When I greet residents, I think about what they might need in that moment. If someone is carrying heavy bags, I step in to help without being asked. These small gestures make people feel truly cared for. But good service also needs strong leadership. When the team feels supported and works together, service flows smoothly and excellence becomes normal.”
Since joining ISS in 2017, Ming has found more than a job – he has found his purpose.
“Every task feels meaningful when I know it’s helping someone. Being part of ISS has allowed me to connect with people, protect a community, and grow in ways I never expected. It has helped me find purpose and joy in who I am. A place to be me.”
