Section C (25 marks) - Rooms Division Operations Question C1 Hotel Victoria is a luxury, full-service hotel equipped with 500 guest rooms. Raymond, the front office manager, started working in the hotel a month ago. After completed the familiarization program within the department, he had the following observations of the reception desk. Firstly, the hotel did not achieve full house in the past month even the competitors were sold out. The reception team, especially the evening shift, did not sell the remaining rooms to walk-in guests. Secondly, the guest satisfaction rate on check-out service was hitting the lowest record at 60%. The most common feedback from the guests was about inaccurate billing and slow check-out process. Thirdly, the receptionists were not able to answer guests' enquiries such as hotel restaurants' promotions, the local information and special events in Hong Kong. He is going to fix the above issues with a series of on-the-job trainings. He would like to include the following items in the training contents. The major functions of front office with explanations related to the job tasks of a front desk agent; The major functions of concierge to remind colleagues asking for help when dealing guest inquiries. a) Please help Raymond to draft the above training contents according to the issues he observed. b) To make sure his team understand the business situations, Raymond will randomly pick a few colleagues every day to ask about the rooms' situation of the day. Select and define TWO key operating ratios with formulae and steps that the colleagues should report to Raymond. Illustrate EACH ratio with the following numbers of 31 March 2020. 31 March 2020 Number of rooms sold: 446 rooms Rooms' revenue: HKS 753,294 # Round up number to 2 decimal places