Question

Question B1 Hong Kong Tourism Board (HKTB) has modified the hotel classification system to reflect more accurately the quality and service of Hong Kong Hotel. These factors are weighted to their relative importance according to the result of survey. The composite score of a hotel, which is compiled, based on the scores obtained for the indicators and the weights of the indicator and it is the overall measure reflecting the category of the hotel.

a) Identify FOUR components under Facilities factor; illustrate your answer with ONE example from each component.

b) From each component under Facilities, based on the official websites of EIGHT hotels in HKSAR, find out a total of EIGHT different hotels, including FOUR of them will get lowest score and FOUR of them will get highest score. Briefly provide reasons to support your findings.

c) Under Location, hotel can get score 1 to 5. Identify and explain FIVE different hotels, including ONE each with score 1, 2, 3, 4 and 5 at Location, based on the websites of hotels in HKSAR.

d) Explain how a hotel can get the highest score under SRR.

e) Explain how a hotel can get the highest score under AARR. f) Under Business Mix, will a hotel get zero score? Explain your answer.

Answer 1

a) Identify FOUR components under the Facilities factor; illustrate your answer with ONE example from each component.

• F & B( Food and Beverages Service)

Examples: Buffet services, table services, Family-style service, etc.

• IT

Examples: Internet facilities, In-house port, Laptop computer on request, etc.

• Business Facilities

Examples: Business centre, Banquet facilities

• Health and Other Facilities

Examples: Gym facilities, Swimming pool facilities, Spa facilities, In-house doctor, Facilities like foreign exchange facilities(currency), ticket booking facilities.

b) From each component under Facilities, based on the official websites of EIGHT hotels in HKSAR, find out a total of EIGHT different hotels, including FOUR of them will get the lowest score and FOUR of them will get the highest score. Briefly provide reasons to support your findings.

Based on the facilities, the hotels will be rated from:

F&B rating : 0-8

IT facility:0-4

Business Facility:0-4

Health and Other Facilities:0-6

1. Harbour Plaza

F&B rating : 8

IT : 3

Business: 6

Health and Other: 6

2. Marriott International

F&B rating : 6

IT : 2

Business: 5

Health and Other: 5

3.IHG

F&B rating : 7

IT : 3

Business: 5

Health and Other: 6

4.Accor

F&B rating : 6

IT : 3

Business: 6

Health and Other: 4

5.Sun Hung Kai

F&B rating : 6

IT : 3

Business: 5

Health and Other: 6

6.Shangri-La Hotel and Resort

F&B rating : 7

IT : 3

Business: 5

Health and Other: 4

7.Regal Hotels International

F&B rating : 6

IT : 3

Business: 5

Health and Other: 6

8.Best Western

F&B rating : 5

IT : 3

Business: 5

Health and Other: 4

The above ratings are given on the basis of the pointers mentioned in the various respective factors under the facility part of the HKTB rating , these score are calculated on the basis of the survey

c) Under Location, hotel can get score 1 to 5. Identify and explain FIVE different hotels, including ONE each with score 1, 2, 3, 4 and 5 at Location, based on the websites of hotels in HKSAR.

The rating system for the location factor is as follows :

Under the location factor the five hotels which have been rated are :

1.Harbour Plaza

Rating:4

2.Sun Hung Kai

Rating:4

3.Accor

Rating:5

4.IHG

Rating:3

5.Sino Hotel

Rating:3

d) Explain how a hotel can get the highest score under SRR.

The SRR is known as the Staff to room ratio and is calculated as : Number of staff/number of rooms

If SRR >= 1.00 => Rating is 3

If 1.00 > SRR >= 0.50=> Rating is 2

If SRR < 0.50 => rating is 1

A hotel can get the highest SRR rating by increasing the number of staff relative to the number of rooms.

e) Explain how a hotel can get the highest score under AARR.

The AARR is the achieved can be achieved using :

• It is obtained as the result of the surveys provided in each of the rooms and filled by the guests, hence providing the best service and quality service to the guests will help in attaining the best AARR rating

f) Under Business Mix, will a hotel get zero score? Explain your answer.

The minimum score under the Business mix is 1 and the highest score is 2, it is based on the number of business visitors to the hotel.

If the percentage of Business visitors>= 20, then the score is 2

If the percentage of Business visitors< 20, then the score is 1