Hong Kong Diploma of Secondary Education Tourism and Hospitality Studies cheat sheet
Hong Kong Diploma of Secondary Education Tourism and Hospitality Studies · Keep the key ideas within reach.
Introduction to Hospitality and Tourism
Hospitality delivers service to guests; tourism involves travel outside the usual environment.
Interdependent sectors include accommodation, food and beverage, transport, attractions/events and travel trade.
Tourists stay overnight; excursionists return the same day.
Tourism income can leak out of the local economy; seasonality causes uneven demand.
Employment can be direct, indirect or induced.
Hospitality Operations: Accommodation and Food & Beverage
Rooms division includes front office, housekeeping and security.
Occupancy %, ADR and RevPAR are the core accommodation measures.
RevPAR = ADR × occupancy expressed as a fraction, or ADR × occupancy percentage ÷100.
Food cost % = food cost ÷ selling price × 100.
FIFO stock rotation and portion control protect margins.
Customer Service and Guest Relations
Guests judge service against expectations; gaps cause dissatisfaction.
Moments of truth are every guest contact point that shapes impressions.
LEARN: Listen, Empathise, Apologise, Resolve, Notify.
Good service recovery may rebuild trust; increased loyalty is not guaranteed.
Confidentiality and cultural awareness are part of good service.
Sustainable and Responsible Tourism
Sustainability has environmental, social/cultural and economic pillars.
Ecotourism must conserve nature and benefit local people.
Carrying capacity is the maximum visitor load an area can absorb.
Greenwashing is a false or exaggerated green claim.
Stakeholder consultation is central to responsible tourism.
Marketing, Promotion and Entrepreneurship
The services marketing mix is the 7Ps, including people, process and physical evidence.
Segmentation can be geographic, demographic, psychographic or behavioural.
A USP is a real competitive advantage, not just a slogan.
Promotion tools include advertising, PR, personal selling, digital and social media.
A business plan covers concept, market, marketing, operations and finance; break-even is where revenue equals costs.
Destination geography: places, access and evidence
Connect attractions with transport, supporting services and host communities.
Overnight status distinguishes a tourist from a same-day visitor.
Check time, walking, accessibility and contingency when planning an itinerary.
Seasonality affects demand and pressure differently across locations.
Use dated maps and statistics with the correct units and coverage.