2024 HKDSE Tourism and Hospitality Studies Answers & Marking Scheme

According to Stanley Plog's model of tourist personality types, 'Psychocentrics' (or Dependables) prefer familiar, well-developed destinations with structured itineraries and high predictability. They avoid unfamiliar environments and adventure. 'Allocentrics' seek novel, undeveloped destinations, while 'Mid-centrics' lie in between.

Award 1 mark for the correct answer (B). Award 0 marks for incorrect options.

Occupancy Rate = \(\frac{150}{200} = 75\%\). RevPAR = ADR \(\times\) Occupancy Rate = HK\(\$1,200 \times 0.75 = \) HK\(\$900\). Alternatively, RevPAR = Total Rooms Revenue \(/\) Total Available Rooms = \((150 \times \text{HK}
\$1,200) / 200 = \text{HK}
\$900\).

Award 1 mark for the correct calculation and selecting option (B). Award 0 marks for other options.

French Service (or gueridon service) involves food being partially prepared in the kitchen and finished tableside on a rolling cart called a gueridon. This offers a high degree of personalized service and showmanship.

Award 1 mark for the correct answer (B). Award 0 marks for incorrect options.

This scenario demonstrates Gap 3 (The Service Performance Gap): the gap between service quality specifications (the 3-minute standard set by management) and actual service delivery (the 6 minutes it actually takes due to systemic/system constraints).

Award 1 mark for the correct answer (C). Award 0 marks for incorrect options.

The Tourism Commission (TC) is a government department responsible for formulating tourism development policies, coordinating major infrastructure projects, and fostering tourism development. The Hong Kong Tourism Board (HKTB) is a statutory body mainly responsible for marketing and promoting Hong Kong as a destination.

Award 1 mark for the correct answer (B). Award 0 marks for incorrect options.

Sydney is 2 hours ahead of Hong Kong. When the flight departs at 10:00 AM HK time, the local time in Sydney is 12:00 PM (noon). Adding 12 hours of flight time: 12:00 PM + 12 hours = 12:00 AM (midnight) on the next day, which is April 6, 00:00.

Award 1 mark for the correct calculation and selecting option (C). Award 0 marks for incorrect options.

Ecotourism emphasizes responsible travel to natural areas. Requiring tourists to stay on designated trails protects local soil and flora from trampling, and carrying waste back prevents littering and pollution. Building major concrete structures, distributing plastic bottles, or introducing non-native species violate eco-friendly practices.

Award 1 mark for the correct answer (C). Award 0 marks for incorrect options.

Perishability refers to the characteristic of services where they cannot be stored for future use. An unsold hotel room or an empty flight seat represents lost revenue that can never be recovered.

Award 1 mark for the correct answer (C). Award 0 marks for incorrect options.

Incentive travel is a motivational tool used by companies to reward employees for achieving specific goals, such as high sales targets. It forms the 'I' in MICE (Meetings, Incentives, Conventions, and Exhibitions).

Award 1 mark for the correct answer (B). Award 0 marks for incorrect options.

The sharing economy (or collaborative consumption) is an economic model defined as a peer-to-peer (P2P) based activity of acquiring, providing, or sharing access to goods and services that is often facilitated by a community-based on-line platform, such as Airbnb in the lodging industry.

Award 1 mark for the correct answer (A). Award 0 marks for incorrect options.

Doha Airport represents the path or stopover point through which tourists travel to reach their final destination. According to Leiper's model, this corresponds to the Transit Route Region (TRR).

Award 1 mark for the correct answer. Award 0 marks for incorrect or multiple answers.

The Modified American Plan (MAP) includes lodging, breakfast, and one other major meal (either lunch or dinner).

Award 1 mark for the correct answer. Award 0 marks for incorrect or multiple answers.

American service is characterized by food being portioned and plated entirely in the kitchen before being served directly to the guest.

Award 1 mark for the correct answer. Award 0 marks for incorrect or multiple answers.

Empathy in the RATER model refers to providing caring, individualized attention to customers. Remembering names and specific preferences is a prime example.

Award 1 mark for the correct answer. Award 0 marks for incorrect or multiple answers.

The Hong Kong Tourism Board (HKTB) is a government-subventioned body responsible for marketing and promoting Hong Kong as a travel destination worldwide, while the Travel Industry Authority (TIA) is responsible for regulation.

Award 1 mark for the correct answer. Award 0 marks for incorrect or multiple answers.

Australia is located in the Southern Hemisphere. When it is summer in Hong Kong (July), it is winter in Sydney, meaning the climate will be cool to cold, requiring warm clothing.

Award 1 mark for the correct answer. Award 0 marks for incorrect or multiple answers.

Hard ecotourism is characterized by a strong environmental commitment, low reliance on services or high-end facilities, smaller groups, and self-reliant, physically active experiences.

Award 1 mark for the correct answer. Award 0 marks for incorrect or multiple answers.

Smart thermostats and energy management systems reduce energy waste, which directly contributes to the environmental sustainability efforts of a hotel.

Award 1 mark for the correct answer. Award 0 marks for incorrect or multiple answers.

Incentive travel is a motivational tool used by companies to reward employees for achieving specific goals, such as sales targets.

Award 1 mark for the correct answer. Award 0 marks for incorrect or multiple answers.

Perishability means that services cannot be stored for future sale. An unsold hotel room, airline seat, or attraction ticket for a specific day represents lost revenue that cannot be recovered.

Award 1 mark for the correct answer. Award 0 marks for incorrect or multiple answers.

Push factors are internal socio-psychological motivations that predispose individuals to travel (e.g., escaping routine, stress relief). Pull factors are external attractors of a destination (e.g., hot springs, landscapes). Option C is a push factor, while options A and B are pull factors.

Award 1 mark for the correct answer C. No marks are awarded for other options or multiple answers.

Average Daily Rate (ADR) is calculated as: \( \text{ADR} = \frac{\text{Total Room Revenue}}{\text{Rooms Sold}} = \frac{\$18,000}{150} = \$120 \). Revenue Per Available Room (RevPAR) is calculated as: \( \text{RevPAR} = \frac{\text{Total Room Revenue}}{\text{Total Available Rooms}} = \frac{\$18,000}{200} = \$90 \). Therefore, Option A is correct.

Award 1 mark for the correct answer A. No marks are awarded for other options or multiple answers.

Under Russian Service, food is fully prepared and portioned in the kitchen and arranged on platters. The server holds the platter and serves guests from their left. French service involves tableside preparation, while American service involves plating food individually in the kitchen and serving from the right.

Award 1 mark for the correct answer B. No marks are awarded for other options or multiple answers.

Empathy is defined as the provision of caring, individualized attention to customers. Adjusting the pace to care for an elderly customer's specific needs directly reflects this dimension.

Award 1 mark for the correct answer D. No marks are awarded for other options or multiple answers.

The HKTB's primary role is to market and promote Hong Kong globally as a travel destination. Licensing and regulating travel agents and industry conduct are the responsibilities of the Travel Industry Authority (TIA).

Award 1 mark for the correct answer C. No marks are awarded for other options or multiple answers.

The time difference between Hong Kong (UTC+8) and London (UTC+1) is 7 hours (Hong Kong is ahead). When the flight departs at 10:00 AM on Oct 15 (HK time), the local time in London is 3:00 AM on Oct 15 (10:00 - 7 hours). Adding the flight duration of 12 hours: 3:00 AM + 12 hours = 3:00 PM (15:00) on 15 October.

Award 1 mark for the correct answer B. No marks are awarded for other options or multiple answers.

Social carrying capacity refers to the level of tourist disturbance that the local population can tolerate before experiencing irritation or adopting a hostile attitude towards tourism development.

Award 1 mark for the correct answer C. No marks are awarded for other options or multiple answers.

Perishability means that services cannot be stored for future sale or use. If a hospitality capacity (like a hotel room or airline seat) is not sold on a given day, that potential revenue is lost forever.

Award 1 mark for the correct answer C. No marks are awarded for other options or multiple answers.

Incentive travel is a management tool used by corporations to reward employees for reaching specific business targets. It is fully funded by the employer, and is not self-funded, open to the general public, or strictly academic.

Award 1 mark for the correct answer B. No marks are awarded for other options or multiple answers.

P2P platforms within the sharing economy act as online intermediaries that match individual asset owners (hosts) who have underutilized space with consumers (guests) looking for short-term accommodation. They do not own the properties themselves.

Award 1 mark for the correct answer B. No marks are awarded for other options or multiple answers.

(a)
Formula: \( \text{RevPAR} = \text{Occupancy Rate} \times \text{ARR} \)
- 2022 RevPAR: \( 62\% \times \text{HK\$}900 = \text{HK\$}558 \)
- 2023 RevPAR: \( 78\% \times \text{HK\$}1,100 = \text{HK\$}858 \)

(b)
1. Attracting Eco-conscious Travellers: The growing global trend of sustainable tourism means more tourists actively seek hotels with green certifications (increasing from 40% to 85% certified operations matches the occupancy rise from 62% to 78%).
2. Justifying Premium Pricing: Green-certified operations enhance the hotel's brand reputation. Guests are willing to pay a premium (increasing ARR from HK$900 to HK$1,100) for businesses that act socially and environmentally responsibly.

(c)
1. Sourcing locally grown and organic ingredients to reduce food mileage and support local farming.
2. Implementing food waste reduction initiatives, such as food donation programs or on-site composting.
3. Eliminating single-use plastics by replacing them with biodegradable or reusable alternatives (e.g., bamboo straws, reusable water carafes).

(a)
- Correct calculation and answer for 2022 RevPAR (HK$558) (1 mark)
- Correct calculation and answer for 2023 RevPAR (HK$858) (1 mark)
- Correct showing of working and currency units (1 mark)

(b)
- Identify and explain Reason 1 (Eco-conscious market demand) (2 marks)
- Identify and explain Reason 2 (Brand reputation/Premium pricing) (2 marks)

(c)
- Identify and briefly explain Strategy 1 (1.5 marks)
- Identify and briefly explain Strategy 2 (1.5 marks)
(Award marks for any logical F&B environmental initiatives)

(a)
- Total Domestic Visitors: \( 3,200,000 \times 65\% = 2,080,000 \) visitors
- Domestic Expenditure: \( 2,080,000 \times \text{HK\$}150 = \text{HK\$}312,000,000 \) (or HK$312 million)
- Total Inbound Visitors: \( 3,200,000 \times 35\% = 1,120,000 \) visitors
- Inbound Expenditure: \( 1,120,000 \times \text{HK\$}850 = \text{HK\$}952,000,000 \) (or HK$952 million)

(b) (Candidates choose any two)
- Socio-cultural Impact: Overcrowding in public parks. This reduces the leisure space and overall quality of life of local residents.
- Economic Impact: Inflation of food prices at local restaurants. High demand from tourists causes prices to rise, creating a financial burden for the locals.
- Environmental Impact: Increased littering in the surrounding streets. This pollutes the living environment and degrades local aesthetics.

(c)
1. Crowd Management and Demarketing: Introduce peak-hour reservation systems for public facilities or adjust entry fees during peak times to spread out the volume of visitors.
2. Community Engagement and Consultation: Involve local residents in the planning process and offer local benefits (e.g., shopping discounts or exclusive booking times) to reduce resentment.
3. Enhanced Infrastructure and Public Education: Install more waste sorting/recycling bins and signs to prompt responsible visitor behavior.

(a)
- Correct domestic expenditure calculation and result (HK$312,000,000) (1 mark)
- Correct inbound expenditure calculation and result (HK$952,000,000) (1 mark)
- Show appropriate working and units (1 mark)

(b)
- Correctly classify and explain Impact Category 1 with data reference (2 marks)
- Correctly classify and explain Impact Category 2 with data reference (2 marks)

(c)
- Identify and explain Strategy 1 (1.5 marks)
- Identify and explain Strategy 2 (1.5 marks)
(Award marks for any logical sustainable management strategies)

(a) Benefits: 1. Increased operational efficiency (e.g., streamlined check-in/out, reduced lobby wait times). 2. Labor cost saving (e.g., AI chatbots resolve FAQs, reducing staffing needs during peak or overnight shifts). 3. Improved guest data collection (e.g., digital systems seamlessly record preferences for future personalization). Drawbacks: 1. High initial installation and maintenance costs. 2. Loss of the hotel's signature personal touch, potentially alienating high-value repeat guests. 3. Risk of technical failures or system downtime, which can disrupt guest access and operations. (b) Customer Relationship Management (CRM): The hotel can utilize CRM databases to record guests' personalized preferences (e.g., room temperature, pillow choices). Although check-in is automated, the system can alert staff when a repeat guest arrives, allowing staff to greet them by name in the lobby. Employee Empowerment: By freeing staff from administrative duties, management can empower them to spend more time engaging in high-quality guest interactions. Staff should be given the autonomy and budget to offer immediate gestures of hospitality (e.g., complimentary drinks, room upgrades) if guests encounter tech issues. (c) Measures for elderly/non-tech-savvy guests: 1. Maintain at least one dedicated physical front desk counter staffed by human guest service officers. 2. Deploy lobby hosts (Digital Ambassadors) to proactively guide guests through the self-service kiosks. 3. Offer physical RFID key cards as an alternative to mobile-app keys, and provide simplified, large-font printed instructions upon arrival.

Part (a) [Max 6 marks]: Award 1 mark for each valid benefit (max 3 marks) and 1 mark for each valid drawback (max 3 marks) with relevant explanations. Part (b) [Max 6 marks]: Award up to 3 marks for CRM strategies and up to 3 marks for employee empowerment. Points must directly relate to maintaining personal touch. Part (c) [Max 6 marks]: Award 2 marks for each of the three practical measures (1 mark for identifying the measure, 1 mark for explaining its effectiveness/implementation). Communication skills [Max 2 marks]: 2 marks for well-structured, coherent essays using precise hospitality terminology; 1 mark for partially structured essays with minor communication gaps.

(a) Positive Socio-cultural Impacts: 1. Preservation of cultural heritage (revitalizing Hakka traditions, crafts, and festivals). 2. Enhanced community pride and cultural exchange between urban visitors and rural residents. 3. Community revitalization by attracting younger generations back to the village to work in tourism. Negative Socio-cultural Impacts: 1. Intrusion on privacy (tourists entering residential zones or taking photos of locals without permission). 2. Increased social conflicts and resentment due to overcrowding, noise, and littering. 3. Loss of cultural authenticity and commercialization of traditional customs. (b) Definition: Carrying capacity refers to the maximum level of visitor use an area can accommodate without causing unacceptable deterioration of the physical environment or a decline in the quality of the visitor experience. Physical Carrying Capacity: Regulate the actual physical space by setting a daily cap on visitor numbers, establishing a reservation system, or adjusting transportation frequency (e.g., weekend bus schedules). Psychological Carrying Capacity: Manage local residents' and visitors' tolerance levels by creating quiet zones in residential areas, educating visitors on appropriate codes of conduct, and spreading visitor flows to non-peak periods. (c) Economic Sustainability: 1. Generates local employment opportunities for farmers, chefs, and guides. 2. Keeps tourist expenditure within the local economy, reducing economic leakage. 3. Stimulates local agricultural sectors through the multiplier effect. Environmental Sustainability: 1. Lowers carbon footprint (food miles) by sourcing ingredients locally rather than importing them. 2. Directs agriculture toward organic and eco-friendly farming methods, preserving soil and biodiversity. 3. Creates a circular system by composting kitchen organic waste to fertilize local crops.

Part (a) [Max 6 marks]: Award 1 mark for each valid positive impact (max 3 marks) and 1 mark for each negative impact (max 3 marks) with relevant explanations. Part (b) [Max 6 marks]: Award 2 marks for a clear definition of carrying capacity. Award 2 marks for physical carrying capacity management suggestions and 2 marks for psychological carrying capacity management suggestions. Part (c) [Max 6 marks]: Award up to 3 marks for economic sustainability points and up to 3 marks for environmental sustainability points. Communication skills [Max 2 marks]: 2 marks for coherent, well-argued analysis using appropriate tourism concepts (e.g., leakage, multiplier effect, Doxey's Irridex); 1 mark for acceptable structure with minor clarity issues.