Secondary 5 Tourism & Hospitality Studies
Tourism and Hospitality: from the tourism system and hospitality sectors, through customer service and complaint handling, to Hong Kong as a destination and sustainable tourism — aligned with the official THS curriculum, with DSE-style examples and quizzes.
The order below is the recommended shallow-to-deep path.
Units 單元
Tap a unit name to jump to its topics.
核心概念 Core Concepts1/1 live
⚡ Unit quiz 快測5 Qs
Answer on your own first, then reveal — wrong answers go to your wrong-answer book.
Q1Which three stages make up the guest service process?
Q2What are the four steps of complaint handling?
Q3Why restate the guest's complaint while listening?
Q4What distinguishes hotel grading from service quality?
Q5From which angles can service quality be measured?
應用與應試 Application and Exam Skills1/1 live
⚡ Unit quiz 快測5 Qs
Answer on your own first, then reveal — wrong answers go to your wrong-answer book.
Q1What are the steps of the four-step frame for scenario questions?
Q2What makes measures concrete?
Q3What are the three layers of skill in data questions?
Q4Name two common pitfalls in scenario questions.
Q5How should timed practice be paired with self-assessment?
Vocabulary book 生字簿
All terms, bilingual (printable).
The full process of pre-service preparation, service delivery and after-service follow-up.
Gathering information, checking facilities and anticipating needs before service begins.
The defined steps and standards that keep service consistent.
The full process of receiving, responding to and resolving a guest's dissatisfaction.
The skill of listening attentively and restating to confirm understanding.
The professional act of expressing regret for the inconvenience a guest has suffered.
The step of confirming the outcome afterwards, recording the case and preventing recurrence.
The system of rating hotels by facilities, service and management standards.
The quality dimension of delivering service dependably as promised.
The service attitude of understanding each guest's situation and needs.
A fixed structure of steps for organising an answer, such as the four-step frame.
The move of stating the position you play and the person you face.
Concrete, workable actions proposed for the scenario.
The closing move of stating what the measures achieve, rounding off the answer.
The data skill of setting figures from different years or categories side by side.
The analytical skill of explaining data patterns with course concepts.
What the data fails to show or cover; pointing it out shows depth.
Answering faults that easily lose marks, such as vagueness and drifting off the point.
Checking your own answers against a frame or checklist as a study method.