Question A1
(a) Diamond Rating System is an international hotel classification system issued by AmericanAutomobile Association. Identify the EIGHT categories of the guest experience, which are
be used to classify a hotel. (8 marks)
(b) List any SIX categories of your answer in Question 1(a) that are totally different from the five
indicators used for the classification system issued by the Hong Kong Tourism Board
currently. (6 marks)
(c) List TWO categories from the Diamond Rating System that are very similar to the indicator
used for the classification system issued by the Hong Kong Tourism Board in the year of 2018.
(2 marks)
Question A2
During the job promotion interview, the head waiter was asked about the roles and responsibilities of a
restaurant manager in a French restaurant in a hotel. If you were the head waiter,
(a) Explain the duties of a restaurant manager in operations management with a specific example
EACH. (8 marks)
(b) The restaurant or the delegate is necessary to check the curb-side appeal before the restaurant
opens. Illustrate any FOUR curb-side areas for daily inspection. (4 marks)
(c) Since the hotel advocates the environmental-friendly operationsthat protect, preserve or restore
the natural environment, suggest FOUR ways that the restaurant manager in the dining room
on how to follow this corporate mission. (4 marks)
- End of Section A –
Page 3 of 4
Section B (68%) – Elective Questions. Answer any FOUR out of FIVE questions in this section on
the template provided. If you answer more than four questions, only the first four questions will be
marked. The word limit for each question, including sub-questions, is one-page only. Indicate on
the template clearly which four questions you are attempting. Each question carries 17 marks.
Question B1
(a) During the night audit process, Michael, the night auditor of Hotel Yellow with 350 rooms,
found that the computer was down and unable to generate the required reports for the senior
management the next morning. He only got the manual record of the room occupancy
percentage (ROP) and average daily rate (ADR) of last night, i.e. 97.14% and HK$1,453
respectively. As requested by the front office manager, Michael needed to calculate the
following figures. (14 marks)
Provide the calculations and the answer to 2 decimal places.
(i) Number of occupied rooms
(ii) Rooms revenue
(iii) REV PAR
(b) Next morning, Jenny, the director of revenue, was reviewing the report of yesterday
performance from Michael. After reading the figures below from the major competitors,
Jenny needed to report in the morning briefing about yesterday’s hotel performance with the
comparison to the competitors.
Competitors Room Occupancy % ADR REV PAR
Hotel Red 95.31% HK$ 1,523 HK$ 1,451
Hotel Green 100% HK$ 1,387 HK$ 1,387
Which figures should Jenny use to compare with the competitors? What conclusion should
Jenny draw from the chosen figure after comparing it to the competitors? (3 marks)
Question B2
To further control the outbreak of COVID-19, Hong Kong SAR Government imposed a number of
measures to the food and beverage establishment from 3 April 2020 onwards. These measures have
negative impacts on the profitability of the restaurants
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