Level 3 NVQ in Travel and Tourism Services (4847) Standards and assessment requirements

Transcription

1 Level 3 NVQ in Travel and Tourism Services (4847) Standards and assessment requirements February 2005

2 City & Guilds is the UK s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. The City & Guilds Group includes ILM (the Institute of Leadership & Management) providing management qualifications, learning materials and membership services and NPTC (National Proficiency Tests Council) which offers land based qualifications. City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying this principle in all our activities and published material. A copy of our equal opportunities policy statement Access to assessment is available on our website or from the Customer Relations team. City & Guilds publications are available from our Publications Sales department at the address below or by phoning or faxing Use of the standards included in this document is subject to conditions stipulated by the SSC for the sector, People 1 st, who can be contacted on The remainder of the content of this document is, except where otherwise indicated, The City and Guilds of London Institute 2004 and, except as indicated below, may not be copied, reproduced or distributed without its prior written consent. Accredited City & Guilds centres and candidates studying for City & Guilds qualifications may, free of charge photocopy this document include a locked pdf version of it on centre intranets on the following conditions members of a centre s staff may copy the material only for the purpose of teaching candidates at that centre who are studying towards a City & Guilds qualification, or for internal administration purposes candidates at a centre may copy the material only for the purpose of their own private study towards a City & Guilds qualification the Standard Copying Conditions for Centres and Candidates shown on the Copying City & Guilds material page on the City & Guilds website. First published The City and Guilds of London Institute. All rights reserved. City & Guilds and the City & Guilds logo are trademarks of The City and Guilds of London Institute. City & Guilds 1 Giltspur Street London, EC1A 9DD T +44 (0) F +44 (0) Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication.

3 Contents Level 3 NVQ in Travel and Tourism Services...4 About this document... 4 The Sector Skills Council and the National Occupational Standards... 5 Candidate entry and progression... 7 Centre resource requirements... 8 The qualification structure and standards... 9 Mandatory Units for All Sub-Sectors...9 Assessment method requirements Role and occupational expertise requirements Recording assessment and evidence Glossary Key/Core Skills mapping The standards (NOS) and unit evidence requirement Unit 202 (T7) Ensure Your Own Actions Reduce Risks to Health and Safety (ENTO Unit A) Unit 214 (T2) Process Travel Services Bookings Unit 301 (T21) Organise Your Work and Personal Development Unit 302 (T23) Improve the Customer Relationship (ICS Unit 2, Level 3) Unit 303 (T1) Sell Travel Services Unit 304 (T12) Sell Tailor Made Travel Services Unit 305 (T27) Sell Multi Sector Air Travel Unit 306 (T8) Develop and Maintain Supportive Relationships with Telephone Callers (eskills UK, Unit 0603, Level 3) Unit 307 (T16) Analyse, Evaluate and Present Tourism Data Unit 308 (T22) Contribute to Supporting and Developing Colleagues Unit 309 (T24) Monitor and Solve Customer Service Problems (ICS Unit 4, Level 3) Unit 310 (T25) Contribute to Business Travel Account Management Unit 311 (T26) Build Personal Business Traveller Profiles Unit 312 (T38) Contribute to Maintaining the Quality of Travel and Tourism Operations Unit 313 (T42) Organise and Implement Travel and Tourism Promotional Activities Unit 314 (T46) Generate Increased Travel and Tourism Sales Unit 315 (T33) Deliver and Evaluate Interpretative Commentaries Unit 316 (T34) Monitor Procedures to Control Risk to Health and Safety (ENTO Unit B) Unit 317 (T35) Contribute to the Production of Promotional and Interpretative Media Unit 318 (T43) Organise the Receipt and Storage of Goods - (Skillsmart Unit B22, Level 3) Unit 319 (T44) Source Required Goods and Services (Skillsmart Unit B24, Level 3) Unit 320 (T45) Maintain the Availability of Goods for Sale to Customers (Skillsmart Unit C13, Level 3) Unit 321 (T37) Deal with Travel and Tourism Emergencies Unit 322 (T39) Research and Develop Tour Itineraries Unit 323 (T40) Plan and Deliver on Site Entertainment Unit 324 (T32) Research, Plan and Develop Interpretative Commentaries Unit 325 (T41) Manage the Delivery of a Tour Unit 326 (T17) Complete Foreign Exchange Transactions Appendix 1 - Examples of completed recording forms Assessment plan and review - example Performance evidence record - example Questioning record - example Evidence location and summary sheet - example Further information...209

4 Level 3 NVQ in Travel and Tourism Services About this document This document provides details that centres and candidates will need in order to assess, verify and collect evidence for this NVQ qualification and includes the requirements for occupational competence for all those involved in the assessment process the assessment methods and requirements the national occupational standards and unit evidence requirements progression routes. It is designed to be used with the City & Guilds NVQ Guide which is made up of a centre guide containing information specifically for centres a candidate guide - containing information specifically for candidates recording forms containing forms that centres and candidates should use for recording assessments and evidence. The City & Guilds website: has the latest version of these guides. There are also other City & Guilds documents which contain the latest information regarding the assessment of NVQs: Providing City & Guilds qualifications a guide to centre and scheme approval Ensuring quality - containing updates on assessment and policy issues City & Guilds centre toolkit aditional information on running City & Guilds qualifications is given in a CD-ROM, which links to the internet for access to the latest documents, reference materials and templates. Details of general regulations, registration and certification procedures, including fees, are included in the City & Guilds Directory of Awards. This information appears on the online qualification administration service for City & Guilds approved centres - The Walled Garden at If there are any differences between the NVQ Centre Guide or the NVQ Candidate Guide and this Standards and Assessment Requirements (SAR) document, the SAR has the most up-to-date information. 4

5 The Sector Skills Council and the National Occupational Standards Background to the National Occupational Standards (NOS) development The newly reviewed Occupational Standards for Travel and Tourism Services have been produced as a result of nationwide consultation across the sectors of Leisure and Business Travel, Tour Operations, both Head Office and Resort Operations, Guiding and Tourist Information Services. People 1st is indebted to the many industry specialists and those from Private Training Providers, Colleges of Further Education, Regulatory Authorities, Awarding Bodies and others, who have committed themselves to ensuring that these standards reflect current best practice and will be a valuable tool in increasing professionalism in our industry. What are National Occupational Standards? National Occupational Standards are statements of performance that describe what competent people in a particular occupation are required to be able to do. They describe the critical aspects of an occupational role what needs to be done to get the job right the scope of things that must be able to be covered within the job role the knowledge needed to perform the job properly best practice and set a benchmark for the industry. What are National Occupational Standards used for? The standards form the basis for all travel and tourism services qualifications, including the NVQs and SVQs. They are also used for Job descriptions Reviewing and appraising staff Identifying the training needs of an individual Designing training and development programmes Encouraging staff to increase job skills to secure more senior work roles Ensuring that customers are given the most professional service Improving the professionalism of all staff to ensure a successful business with improved staff retention Work support tools for individuals. Contacting the Standards Setting Bodies The Sector Skills Council (SSC) responsible for having developed the National Occupational Standards (NOS) on which this NVQ is based is People 1st 2nd Floor, Armstrong House 38 Market Square Uxbridge, Middlesex UB8 1LH Telephone: Website: 5

6 Imported units The following units in this NVQ have been imported from the National Occupational Standards (NOS) developed by other Standards Setting Bodies (SSBs). Improve Customer Relationship (ICS Unit 2, Level 3) Monitor and Solve Customer Service Problems (ICS Unit 4, Level 3) Institute of Customer Service, 2 Castle Court, St Peter s Street, Colchester, Essex CO1 1EW Monitor Procedures to Control Risk to Health and Safety (ENTO Unit B) ENTO, 4th Floor, Kimberley House, 47 Vaughan Way, Leicester, LE1 4SG Develop and Maintain Supportive Relationships with Telephone Callers (e-skills UK, Unit 0603, Level 3) e-skills UK, 1 Castle Lane, London, SW1E 6DR Organise the Receipt and Storage of Goods (Skillsmart Unit B22, Level 3) Source Required Goods and Services (Skillsmart Unit B24, Level 3) Maintain the Availability of Goods for Sale to Customers (Skillsmart Unit C13, Level 3) Skillsmart Retail Ltd, 40 Duke Street, London, W1A 1AB 6

7 Candidate entry and progression Candidate work role requirements This NVQ is for those working in: Leisure and Business Travel Tourist Information Services Tour Operations: Head Office/Resort Operations Guiding This qualification provides broad coverage of the requirements of staff working in job roles within this sector of the Travel and Tourism Services Industry. Candidate entry requirements There are no formal entry requirements for candidates undertaking this NVQ, however centres must ensure that candidates have the potential and opportunity to gain evidence for the qualification in the work place. Legal considerations There are no age limits attached to candidates undertaking this qualification unless this is a legal requirement of the process or the environment. Progression routes On completion of Level 3 this qualification would allow candidates to progress sideways to generic or sector specific supervisor/leadership based qualifications or to progress to level 4 management qualifications such as: ILM level 3 S/NVQ in Management ILM level 4 S/NVQ in Quality Management City & Guilds Higher Professional Diploma in Travel and Tourism Business Travel (GBTA) VRQ Level 3-5 ILM level 2 VRQ Certificate in Team Leading 7

8 Centre resource requirements In addition to the resources required for centre approval some NVQ schemes have very particular needs to which centres must comply. Time constraints It is estimated that a Level 3 NVQ should be completed within 3 years of registration. Registration period Please check the Directory of Awards for the latest information on registration duration and the last registration and certification dates. Where the period of access to assessment offered by a centre is less than the period covered by the candidates registration with City & Guilds, centres must ensure that this is understood by the candidates. 8

9 The qualification structure and standards TRAVEL AND TOURISM SERVICES LEVEL 3 (A total of 7 units should be achieved for the full NVQ) Mandatory Units for All Sub-Sectors Unit 202 (T7) Ensure Your Own Actions Reduce Risks to Health and Safety (ENTO Unit A) Unit 301 (T21) Organise Your Work and Personal Development Unit 302 (T23) Improve the Customer Relationship (ICS Unit 2, Level 3) Leisure and Business Tourist Information Services Tour Operations: Head Office Tour Operations: Resort Operations Guiding PLUS 1 UNIT FROM: Unit 303 (T1) Sell Travel Services Unit 304 (T12) Sell Tailor Made Travel Services Unit 305 (T27) Sell Multi Sector Air Travel NOTE: The two units not completed can be part of your three optional units, if desired. PLUS 3 UNITS FROM: Unit 214 (T2) Process Travel Services Bookings PLUS Unit 312 (T38) Contribute to Maintaining the Quality of Travel and Tourism Operations PLUS 3 units from: Unit 306 (T8) Develop and Maintain Supportive Relationships with Telephone Callers (e-skills UK, Unit 0603, Level 3) Unit 307 (T16) Analyse, Evaluate and Present Tourism Data Unit 308 (T22) Contribute to Supporting and Developing Colleagues PLUS: 4 units from: Unit 303 (T1): Sell Travel Services Unit 214 (T2) Process Travel Services Bookings Unit 306 (T8) Develop and Maintain Supportive Relationships with Telephone Callers (e-skills UK, Unit 0603, Level 3) Unit 304 (T12) Sell Tailor Made Travel Services Unit 307 (T16) Analyse, Evaluate and Present Tourism Data Unit 308 (T22) Contribute to Supporting and Developing Colleagues PLUS: Unit 312 (T38) Contribute to Maintaining the Quality of Travel and Tourism Operations PLUS 3 units from: Unit 308 (T22) Contribute to Supporting and Developing Colleagues Unit 309 (T24) Monitor and Solve Customer Service Problems (ICS Unit 4, Level 3) Unit 316 (T34) Monitor Procedures to Control Risk to Health and Safety (ENTO Unit B) PLUS: Unit 324 (T32) Research, Plan and Develop Interpretative Commentaries Unit 315 (T33) Deliver and Evaluate Interpretative Commentaries PLUS 1 unit from: Unit 316 (T34) Monitor Procedures to Control Risk to Health and Safety (ENTO Unit B) Unit 317 (T35) Contribute to the Production of Promotional and Interpretative Media 9

10 Unit 306 (T8) Develop and Maintain Supportive Relationships with Telephone Callers (e-skills UK, Unit 0603, Level 3) Unit 327 (T17) Complete Foreign Exchange Transactions Unit 308 (T22) Contribute to Supporting and Developing Colleagues Unit 309 (T24) Monitor and Solve Customer Service Problems (ICS Unit 4, Level 3) Unit 310 (T25) Contribute to Business Travel Account Management Unit 311 (T26) Build Personal Business Traveller Profiles Unit 312 (T38) Contribute to Maintaining the Quality of Travel and Tourism Operations Unit 313 (T42) Organise and Implement Travel and Tourism Promotional Activities Unit 314 (T46) Generate Increased Travel and Tourism Sales Unit 309 (T24) Monitor and Solve Customer Service Problems Unit 315 (T33) Deliver and Evaluate Interpretative Commentaries Unit 316 (T34) Monitor Procedures to Control Risk to Health and Safety (ENTO Unit B) Unit 317 (T35) Contribute to the Production of Promotional and Interpretative Media Unit 313 (T42) Organise and Implement Travel and Tourism Promotional Activities Unit 318 (T43) Organise the Receipt and Storage of Goods (Skillsmart Unit B22, Level 3) Unit 319 (T44) Source Required Goods and Services (Skillsmart Unit B24, Level 3) Unit 320 (T45) Maintain the Availability of Goods for Sale to Customers (Skillsmart Unit C13, Level 3) Unit 309 (T24) Monitor and Solve Customer Service Problems (ICS Unit 4, Level 3) Unit 305 (T27) Sell Multi Sector Air Travel Unit 316 (T34) Monitor Procedures to Control Risk to Health and Safety (ENTO Unit B) Unit 321 (T37) Deal with Travel and Tourism Emergencies Unit 312 (T38) Contribute to Maintaining the Quality of Travel and Tourism Operations Unit 322 (T39) Research and Develop Tour Itineraries Unit 313 (T42) Organise and Implement Travel and Tourism Promotional Activities Unit 314 (T46) Generate Increased Travel and Tourism Sales Unit 321 (T37) Deal with Travel and Tourism Emergencies Unit 323 (T40) Plan and Deliver on Site Entertainment Unit 325 (T41) Manage the Delivery of a Tour Unit 313 (T42) Organise and Implement Travel and Tourism Promotional Activities Unit 321 (T37) Deal with Travel and Tourism Emergencies Unit 312 (T38) Contribute to Maintaining the Quality of Travel and Tourism Operations Unit 322 (T39) Research and Develop Tour Itineraries Unit 325 (T41) Manage the Delivery of a Tour 10

11 Mapping of old standards to new This NVQ is a redevelopment of the NVQ Travel Services Level 3. The mapping table below identifies the changes that have been made to the standards. Only the units listed below map to the Level 3 NVQ in Travel Services (4845). Unit 301B 301L 301T T11 X X X X T23 T24 T27 X T28 X X T29 X T30 X T32 X X T33 X T34 X T35 X T36 X X T38 T40 T41 X X T48 X X X X X 11

12 Unit T3 T21 T22 T37 T38 T40 X X X X X X Only the units listed below map to the Level 3 NVQ Tourist Information Services (4842). Unit T5 X T15 X T16 X T17 X T22 X X T23 T24 X T35 X T38 T42 X T45 X X X T47 X X X 12

13 Assessment method requirements This guidance is based on and amplifies the assessment strategy developed for the Level 3 NVQ in Travel and Tourism Services. External quality control External quality control is provided by the usual City & Guilds external verification process which includes the use of the electronically scannable report form which is designed to provide an objective risk analysis of individual centre assessment and verification practice. People 1st the SSC for Hospitality, leisure, travel and tourism holds an Awarding Body Forum which, amongst other things, will consider standardisation and interpretation issues identified via the external verification process. City & Guilds implement a risk assessment and management of centres. Imported units The following units have been imported: Improve Customer Relationship (ICS Unit 2, Level 3) Monitor and Solve Customer Service Problems (ICS Unit 4, Level 3) Monitor Procedures to Control Risk to Health and Safety (ENTO Unit B) Develop and Maintain Supportive Relationships with Telephone Callers (e-skills UK, Unit 0603, Level 3) Organise the Receipt and Storage of Goods (Skillsmart Unit B22, Level 3) Source Required Goods and Services (Skillsmart Unit B24, Level 3) Maintain the Availability of Goods for Sale to Customers (Skillsmart Unit C13, Level 3) Accreditation of Prior Experience and Learning (APEL) People 1st encourage the use of the accreditation of prior learning, achievement and/or experience identified at initial assessment. Performance evidence requirements Usually evidence of candidate performance will be derived from assessor observation and/or testimony from an expert witness) of the candidate carrying out work activities in the workplace. Detailed additional guidance is provided on a unit basis for the use of this/these or other acceptable performance assessment methods. The evidence requirements to be located in individual units of the NVQ outline the specific assessment methods to be used for each unit. 13

14 Knowledge evidence requirements The knowledge requirements for Travel Services units are detailed within the National Occupational Standards. There are no set banks of knowledge questions for this qualification and at level 3 questioning will often lead to professional discussion. The knowledge evidence requirements are such that they could not be answered with a single word or sentence. Candidates will be expected to engage in dialogue with the assessor and so demonstrate their understanding of the subject. Simulation People 1st does not permit the use of simulation, other than as advised for Unit T20, Contribute to developing and maintaining positive caller relationships, which has been imported from E- Skills, Call Handling Operations Unit 1, Level 3. The overarching principle to be applied to units identified as suitable for simulation is that it should only be undertaken in a minority of cases where there is a high risk to the security or safety of the candidate, individuals, key people in their lives and others the opportunity to present evidence from work-based practice happens infrequently and therefore insisting that candidates wait for such an occurrence would be unreasonable or create blockages in the assessment system and might carry the risk of de-motivating candidates there would otherwise be a breach of confidentiality or privacy. 14

15 Role and occupational expertise requirements Assessors It is essential that the assessor has an in-depth working knowledge of the units of the occupational standards of the NVQs to be assessed. For NVQ assessment, where the assessor has not yet achieved the D32/D33 or A1/A2 units, all assessment decisions must be counter-signed by a colleague who has achieved these units. This colleague must be from the same industry sector. It is recommended that assessors have a thorough knowledge of the implementation of accreditation of prior learning, achievement and/or experience. It is essential that the assessor has current occupational competence from the relevant industry sector. This will have been gained through five years in industry, in either an operational or support function. The requirements of the role of assessor would be aided by supervisory skills. It is essential that the assessor has relevant industrial expertise at least to the level of the NVQ qualification to be assessed. Updating of occupational competence is necessary to maintain currency of skills and understanding of the sector. Continuous professional development will need to prove that assessors have an up-to-date working knowledge of the sector they are assessing. This can be demonstrated by maintaining a record of evidence from occupational updating activities such as: - Internal or external work experience - Internal or external work shadowing opportunities - Other relevant CPD activities, for example keeping abreast of all industry changes and developments using appropriate methods. Expert witnesses The use of expert witnesses able to contribute to the candidate s assessment process, will be of considerable assistance to centres in providing candidate s with access to those who can testify to their competence in the work-place. It may also ensure that privacy and confidentiality are not infringed. The role of the expert witness, being a person occupationally competent and knowledgeable about the standards, is to provide testimony to the competence of the candidate in meeting the National Occupational Standards as identified in any given unit. This must relate directly to having observed candidate practice in the work-place. The candidate s assessor will always take the final decision about a candidate s competence. Please refer to NVQ guide for centres and candidates Recording forms. Form NVQ5 Expert/witness status list. 15

16 Witnesses There are no specific occupational expertise requirements for witnesses. Witness testimony can provide evidence to establish consistency in a candidate s practice and/or to evidence events which are difficult to plan to observe. In order that the assessor may make an informed judgement about the contribution of the witness testimony to the overall evidence presented for a unit or qualification, a statement of the witness status should be included in the candidate s portfolio of evidence. This can be done by using the Witness Status list (form NVQ5) or including it as part of the witness testimony itself. The statement should indicate the relationship between the candidate and the witness and should enable the assessor, by defining the role that the witness has played in the gathering of evidence (ie as colleague, worker from another organisation) to judge the extent of the witness knowledge of the National Occupational Standards and understanding of the work roles involved. Note: The use of witness testimony from relatives or those with whom the candidate has a significant personal relationship is not acceptable. Internal Verifier This is seen as the pivotal role within the NVQ programme. The effectiveness of the internal verification process will dictate the quality of the provision. The internal verifier should have an in-depth working knowledge of the occupational standards of the NVQs to be verified. For internal verification of NVQs, where the internal verifier has not yet achieved the D34 or V1 units, all verification decisions must be counter-signed by a colleague who has achieved one or other of these two units. This colleague must be from the same sector or another sector of the travel and tourism industry. It is essential that the internal verifier is from a relevant occupational background and desirable that they have supervisory/management skills, inter-personal and investigative skills, the ability to hold meetings and guide and plan, together with skills in administration and record-keeping. This is very much a quality monitoring role with responsibility for consistency of assessment to national standards. Internal verifiers should have spent at least six years in the relevant industry sector in either an operational or support function. Updating of occupational competence is necessary to maintain currency of skills and understanding of the sector. Continuous professional development will need to prove that internal verifiers have an up-to-date working knowledge of the sector they are verifying. This can be demonstrated by maintaining a record of evidence from occupational updating activities such as: - Internal or external work experience - Internal or external work shadowing opportunities - Other relevant CPD activities, for example keeping abreast of all industry changes and developments using appropriate methods. 16

17 Continuous Professional Development requirements City & Guilds expects all those with formal roles in the assessment or verification process to participate in a minimum of two CPD activities per annum. This can be to update either vocational skills/knowledge or assessment/verification skills/knowledge. This can be demonstrated by maintaining a record of evidence from occupational updating activities such as: - Internal or external work experience - Internal or external work shadowing opportunities - Other relevant CPD activities, for example keeping abreast of all industry changes and developments using appropriate methods. 17

18 Recording assessment and evidence Recording forms to use City & Guilds has developed a set of Recording forms including examples of completed forms, for new and existing centres to use as appropriate (see NVQ Guide for centres and candidates - Recording forms, available on the City & Guilds website Although it is expected that new centres will use these forms, centres may devise or customise alternative forms, which must be approved for use by the external verifier, before they are used by NVQ candidates and assessors at the centre. City & Guilds also endorses the electronic recording systems Quick Step and Paper Free. The Centre Toolkit CD ROM (due April 2005) will have (partially) amendable forms which will indicate where forms can be amended by centres eg blocking out unused columns. Note: The Level 3 NVQ in Travel and Tourism Services uses different terminology to the generic recording forms. Differences in this qualification are as follows: Performance criteria is what you must do Range is What you must cover Knowledge and understanding is what you must know 18

19 Glossary A glossary of terms is provided on a unit by unit basis within the National Occupational Standards. These can be found under the following heading: Key Words and Phrases 19

20 Key/Core Skills mapping Discrete key skills units will not form part of the qualification. However the units provide cover for the majority of the following key skills. An asterix (*) indicates part coverage only. Key AON COM ICT WWO IOL PS application of number communication information and communication technology working with others improving own learning problem solving Unit 303 (T1) Sell Travel Services Key Skills Communication: C3.1a, C3.2, C1.3 Application of Number: N1.2, N2.1 Information Technology: ICT2.1, ICT1.2 Working with Others: WO1.2 Problem Solving: PS2.1, PS2.2, PS2.3 Core Skills Communication: Intermediate 2, Outcomes 1 and 3 Access 3, Outcome 2 Numeracy: Access 3, Outcome 4 Intermediate 1, Outcome 2 Information Technology: Access 3, Outcomes 1, 2 and 3 Intermediate 1, Outcome 3 Working with Others: Access 3, Outcome 2 Problem Solving: Intermediate 1, Outcomes 1, 2 and 3 Unit 304 (T120 Sell Tailor Made Travel Services Key Skills Core Skills Communication: Communication: C3.1a, C3.1b, C3.2, C2.3 Intermediate 2, Outcomes 1 and 3 Intermediate 1, Outcome 2 Application of Number: N2.1, N2.2, N2.3 Numeracy: Intermediate 1, Outcomes 2, 3 and 4 Information Technology: ICT2.1, ICT2.2, ICT2.3 Information Technology: Intermediate 1, Outcomes 1, 2 and 3 Working with Others: WO1.2 Working with Others: Access 3, Outcome 2 Problem Solving: PS2.1, PS2.2, PS2.3 Problem Solving: Intermediate 1, Outcomes 1, 2 and 3 Unit 307 (T16) Analyse, Evaluate and Present Tourism Data Key Skills Core Skills Communication: Communication: C3.1a, C3.1b, C3.2, C3.3 Intermediate 2, Outcomes 1, 2 and 3 Application of Number: N2.1, N2.2, N2.3 Numeracy: Intermediate 1, Outcomes 2, 3 and 4 Information Technology: ICT2.1, 2.2, 2.3 Information Technology: Intermediate 1, Outcomes 1, 2 and 3 Working with Others: WO2.1, WO2.2, WO1.3 Working with Others: Intermediate 1, Outcomes 1 and 2 Access 3, Outcome 3 20

21 Unit 326 (T17) Complete Foreign Exchange Transactions Key Skills Core Skills Communication: Communication: C1.1, C1.2 Access 3, Outcomes 1 and 3 Application of Number: Numeracy: N2.1, N2.2 Intermediate 1, Outcomes 2 and 4 Information Technology: Information Technology: Dependent on systems in use Dependent on systems in use Working with Others: Working with Others: WO1.2 Access 3, Outcome 2 Problem Solving: Problem Solving: PS2.1, PS2.2, PS2.3 Intermediate 1, Outcomes 1, 2 and 3 Unit 301 (T21) Organise Your Work and Personal Development Key Skills Core Skills Communication: C1.1 Communication: Access 3, Outcome 3 Working with Others: Working with Others: WO2.1, WO2.2, WO2.3 Intermediate 1, Outcomes 1, 2 and 3 Improving Own Learning and No parallel unit but may provide scope for Performance: Problem Solving: LP2.1, LP2.2, LP2.3 Intermediate 1, Outcomes 1, 2 and 3 Unit 308 (T22) Contribute to Supporting and Developing Colleagues Key Skills Core Skills Communication: Communication: C3.1a, C3.1b, 3.2 Intermediate 2, Outcomes 1 and 3 Information Technology: Information Technology: Depends on systems in use Depends on systems in use Working with Others: Working with Others: WO4.1, WO4.2, WO4.3 Higher, Outcomes 3 and 4 Problem Solving: Problem Solving: PS3.1, PS3.2, PS3.3 Intermediate 2, Outcomes 1, 2 and 3 Unit 310 (T25) Contribute to Business Travel Account Management Key Skills Core Skills Communication: Communication: C3.1a, C2.2, C1.3 Intermediate 2, Outcome 3 Intermediate 1, Outcome 1 Access 3, Outcome 2 Application of Number: Numeracy: N2.1, N2.2, N2.3 Intermediate 1, Outcomes 2, 3 and 4 Information Technology: Information Technology: ICT1.1, ICT1.2 Access 3, Outcomes 1, 2 and 3 Working with Others: Working with Others: WO1.2 Access 3, Outcome 2 Problem Solving: Problem Solving: PS3.1, PS3.2, PS3.3 Intermediate 2, Outcomes 1, 2 and 3 21

22 Unit 311 (T26) Build Personal Business Traveller Profiles Key Skills Core Skills Communication: Communication: C2.1a, C1.2, C1.3 Access 3, Outcomes 1 and 2 Intermediate 1, Outcome 3 Information Technology: Information Technology: ICT1.2, ICT1.3 Access 3, Outcomes 1, 2 and 3 Working with Others: Working with Others: WO1.2 Access 3, Outcome 2 Unit 305 (T27) Sell Multi Sector Air Travel Key Skills Core Skills Communication: Communication: C3.1a, C3.2, C1.3 Intermediate 2, Outcomes 1 and 3 Access 3, Outcome 2 Application of Number: Numeracy: N1.2, N2.1 Access 3, Outcome 4 Information Technology: ICT2.1, ICT1.2 Working with Others: WO1.2 Problem Solving: PS2.1, PS2.2, PS2.3 Intermediate 1, Outcome 2 Information Technology: Access 3, Outcomes 1, 2 and 3 Intermediate 1, Outcome 3 Working with Others: Access 3, Outcome 2 Problem Solving: Intermediate 1, Outcomes 1, 2 and 3 Unit 324 (T32) Research, Plan and Develop Interpretative Commentaries Key Skills Core Skills Communication: C4.1, C4.2, C4.3 Communication: Higher, Outcomes 1 and 2 Application of Number: N2.1, N2.2 Numeracy: Intermediate 1, Outcomes 2 and 4 Information Technology: ICT2.1, ICT2.2 Information Technology: Intermediate 1, Outcomes 1, 2 and 3 Unit 315 (T33) Deliver and Evaluate Interpretative Commentaries Key Skills Core Skills Communication: Communication: C4.1, C4.2, C4.3 Higher, Outcomes 1, 2 and 3 Improving Own Learning and No parallel unit Performance: - LP3.1, LP3.2, LP3.3 22

23 Unit 317 (T35) Contribute to the Production of Promotional and Interpretative Media Key Skills Core Skills Communication: Communication: C3.2, C3.3 Intermediate 2, Outcomes 1 and 2 Application of Number: Numeracy: N1.2 Access 3, Outcome 4 Information Technology: Information Technology: ICT2.1, ICT2.2, ICT2.3 Intermediate 1, Outcomes 1, 2 and 3 Working with Others: Working with Others: WO3.1, WO3.2, WO3.3 Intermediate 2, Outcomes 1, 2, 3, 4 Problem Solving: Problem Solving: PS2.1, PS2.2, PS2.3 Intermediate 1, Outcomes 1, 2 and 3 Unit 321 (T37) Deal with Travel and Tourism Emergencies Key Skills Core Skills Communication: C3.1a, C3.2, C3.3 Communication: Intermediate 2, Outcomes 1, 2 and 3 Working with Others: WO4.1, WO4.2, WO4.3 Working with Others: Higher, Outcomes 1, 2, 3 and 4 Problem Solving: PS4.1, S4.2, PS4.3 Problem Solving: Higher, Outcomes 1, 2 and 3 Unit 312 (T38) Contribute to Maintaining the Quality of Travel and Tourism Operations Key Skills Core Skills Communication: Communication: C2.1a, C2.1b, C2.2, C2.3 Intermediate 1, Outcomes 1, 2 and 3 Working with Others: Working with Others: WO3.1, WO3.2, WO3.3 Intermediate 2, Outcomes 1, 2, 3, 4 Problem Solving: Problem Solving: PS3.1, PS3.2, PS3.3 Intermediate 2, Outcomes 1, 2 and 3 Unit 322 (T39) Research and Develop Tour Itineraries Key Skills Core Skills Communication: Communication: C3.1a, C3.1b, C3.2, C3.3 Intermediate 2, Outcomes 1, 2 and 3 Application of Number: N2.1, N2.2, N2.3 Numeracy: Intermediate 1, Outcomes 1, 2, 3 and 4 Information Technology: ICT2.1, ICT2.2, ICT2.3 Information Technology: Intermediate 1, Outcomes 1, 2 and 3 Working with Others: WO4.1, WO4.2, WO4.3 Working with Others: Higher, Outcomes 1, 2, 3 and 4 Problem Solving: PS3.1, PS3.2, PS3.3 Problem Solving: Intermediate 2, Outcomes 1, 2 and 3 23

24 Unit 323 (T40) Plan and Deliver On-Site Entertainment Key Skills Core Skills Communication: Communication: C3.1a, C3.1b, C3.2, C3.3 Intermediate 2, Outcomes 1, 2 and 3 Application of Number: N2.1, N2.2 Numeracy: Intermediate 1, Outcomes 2 and 4 Working with Others: WO3.1, WO3.2, WO3.3 Working with Others: Intermediate 2, Outcomes 1, 2, 3, 4 Improving Own Learning and No parallel unit Performance: LP2.3 Problem Solving: PS3.1, PS3.2, PS3.3 Problem Solving: Intermediate 2, Outcomes 1, 2 and 3 Unit 325 (T41) Manage the Delivery of a Tour Key Skills Core Skills Communication: Communication: C3.1a, C3.1b, C3.2, C3.3 Intermediate 2, Outcomes 1, 2 and 3 Working with Others: WO3.2 Working with Others: Intermediate 2, Outcome 3 Problem Solving: PS4.1, PS4.2, PS4.3 Problem Solving: Higher, Outcomes 1, 2 and 3 Unit 313 (T42) Organise and Implement Travel and Tourism Promotional Activities Key Skills Core Skills Communication: Communication: C3.1a, C3.1b, C3.2, C3.3 Intermediate 2, Outcomes 1, 2 and 3 Application of Number: Numeracy: N2.1, N2.2, N2.3 Intermediate 1, Outcomes 2, 3 and 4 Information Technology: Information Technology: ICT2.1, ICT2.2, ICT2.3 Intermediate 1, Outcomes 1, 2 and 3 Working with Others: Working with Others: WO4.1, WO4.2, WO4.3 Higher, Outcomes 1, 2, 3 and 4 Improving Own Learning and No parallel unit Performance: - LP3.2 Problem Solving: Problem Solving: PS4.1, PS4.2, PS4.3 Higher, Outcomes 1, 2 and 3 Unit 314 (T46) Generate Increased Travel and Tourism Sales Key Skills Core Skills Communication: Communication: C3.1a, C1.2, C1.3 Intermediate 2, Outcome 3 Access 3, Outcomes 1 and 2 Application of Number: Numeracy: N1.2 Access 3, Outcome 4 Information Technology: Information Technology: ICT1.1, ICT1.2 Access 3, Outcomes 1, 2 and 3 Working with Others: Working with Others: WO2.1, WO2.2, WO2.3 Intermediate 1, Outcomes 1, 2 and 3 Improving Own Learning and No parallel unit Performance: LP1.3 24

25 The standards (NOS) and unit evidence requirement Level 3 NVQ in Travel and Tourism Services (A total of 7 units (3 mandatory and 4 optional) should be achieved for the full NVQ) Mandatory Units Unit 202 (T7) Unit 301 (T21) Ensure Your Own Actions Reduce Risks to Health and Safety (ENTO Unit A) Organise Your Work and Personal Development Unit 302 (T23) Improve the Customer Relationship (ICS Unit 2, Level 3) Optional Units for Pathways Leisure and Business, Tourist Information, Tour Operations: Head Office, Tour Operations: Resort Operations, Guiding. Refer to the Qualification Structure section for details. 25

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27 Unit 202 (T7) Ensure Your Own Actions Reduce Risks to Health and Safety (ENTO Unit A) Unit Overview This unit covers the basic, legally required health and safety duties of everyone in the workplace. It describes the competence required to ensure that: your own actions do not create any health and safety risks you do not ignore significant risks in your workplace, and you take sensible action to put things right, including reporting situations which pose a danger to people in the workplace, and seeking advice from others This unit does not require you to undertake a full Risk Assessment. It is about having an appreciation of significant risks in the workplace and knowing how to identify them and deal with them. When you have completed this unit, you will have proved you can: 1. Identify the hazards and evaluate the risks in your workplace 2. Reduce the risks to health and safety in your workplace 27

28 Unit 202 (T7) Ensure Your Own Actions Reduce Risks to Health and Safety (ENTO Unit A) What you must do To meet the National Standard you must 1. Identify the hazards and evaluate the risks in your workplace by a. correctly naming and locating the persons responsible for health and safety in the workplace b. identifying which workplace polices are relevant to your working practices c. identifying those working practices in any part of your job role which could harm yourself or other persons d. identifying those aspects of the workplace which could harm yourself or other persons e. evaluating which of the potentially harmful working practices and the potentially harmful aspects of the workplace are those with the highest risk to you or to others f. reporting those hazards which present a high risk to the persons responsible for health and safety in the workplace g. dealing with the hazards with low risks in accordance with workplace policies and legal requirements 2. Reduce the risks to health & safety in your workplace by a. carrying out your working practices in accordance with legal requirements b. following the most recent workplace policies for your job role c. rectifying those health and safety risks within your capability and the scope of your job responsibilities d. passing on any suggestions for reducing risks to health and safety within your job role to the responsible persons e. ensuring your personal conduct in the workplace does not endanger the health and safety of yourself or other persons f. following the workplace policies and suppliers or manufacturers instructions for the safe use of equipment, materials and products g. reporting any differences between workplace policies and suppliers or manufacturers instructions as appropriate h. ensuring your personal presentation at work i. ensures the health and safety of yourself and others, ii. meets any legal duties, and iii. is in accordance with workplace policies What you must cover The items below define the context and scope of your performance 1. Risks resulting from a. the use and maintenance of machinery or equipment b. the use of materials or substances c. working practices which do not conform to laid down policies d. unsafe behaviour e. accidental breakages and spillages f. environmental factors 28

29 Unit 202 (T7) Ensure Your Own Actions Reduce Risks to Health and Safety (ENTO Unit A) 2. Workplace policies covering a. the use of safe working methods and equipment b. the safe use of hazardous substances c. smoking, eating, drinking and drugs d. what to do in the event of an emergency e. personal presentation What you must know Health and Safety Legislation and Workplace Policies 1. your legal duties for health and safety in the workplace as required by the Health and Safety at Work Act your duties for health and safety as defined by any specific legislation covering your job role 3. agreed workplace policies relating to controlling risks to health and safety 4. responsibilities for health and safety in your job description 5. the responsible persons to whom you report health and safety matters Risks to Health and Safety 6. what hazards may exist in your workplace 7. the particular health and safety risks which may be present in your own job role and the precautions you must take 8. the importance of remaining alert to the presence of hazards in the whole workplace 9. the importance of dealing with or promptly reporting risks 10. the requirements and guidance on the precautions 11. the specific workplace policies covering your job role 12. suppliers' and manufacturers' instructions for the safe use of equipment, materials and products 13. safe working practices for your own job role 14. the importance of personal presentation in maintaining health and safety in the workplace 15. the importance of personal conduct in maintaining the health and safety of yourself and others 16. your scope and responsibility for rectifying risks 17. workplace procedures for handling risks which you are unable to deal with 29

30 Unit 202 (T7) Ensure Your Own Actions Reduce Risks to Health and Safety (ENTO Unit A) Key Words and Phrases Hazard Risk Note: Workplace Working practices A hazard is something with potential to cause harm. Consideration of hazards should also include aspects of workplace security (eg theft, assault, insecure premises, etc). A risk is the likelihood of the hazard's potential being realised. Almost anything may be a hazard, but may or may not become a risk. For example: 1. A trailing extension lead from a piece of equipment is a hazard. If it is trailing across a passageway, there is a high risk of someone tripping over it, but if it lies along a wall out of the way, the risk is much less. 2. Cleaning materials, screen cleaner, felt tip pens by their nature may present a high risk. However, if they are kept in a properly designed secure store, and handled by properly trained and equipped people, the risk is much less then if they are left about in a busy workplace for anyone to use - or misuse. 3. A failed light bulb is a hazard. It if is just one bulb out of many in a room, it presents very little risk, but if it is the only light on a stairwell, it is a very high risk. Changing the bulb may be a high risk, if it is high up, or if the power has been left on, or low risk if it is in a table lamp which has been unplugged. 4. A heavy pack of brochures or a heavy box of merchandise is a hazard. It presents a higher risk to someone who lifts it manually than if a mechanical handling device is properly used. This word is used to describe the single or multiple areas in which you carry out your work. It also refers to where you carry out temporary work. For travel and tourism, it also includes inside and outside environments, working on a coach or at a tourist site etc. Any activities, procedures, use of materials or equipment and working techniques used in carrying out your job. In this unit it also covers any omissions in good working practice which may pose a threat to health and safety. 30

31 Unit 202 (T7) Ensure Your Own Actions Reduce Risks to Health and Safety (ENTO Unit A) Workplace policies Other persons Personal presentation Responsible persons This covers the documentation prepared by the employer on the procedures to be followed regarding health and safety matters. It could be the employer's safety policy statement or general health and safety statements and written safety procedures covering aspects of the workplace that should be drawn to the employees' (and 'other persons') attention. Use of the term 'workplace policies' does not imply there needs to be a separate document for each of the items in the What you must cover section - normally these will be in one document or in company operational guidelines. This phrase refers to everyone covered by the Health and Safety at Work Act, including visitors, members of the public, colleagues, contractors, customers, students, pupils. This includes personal hygiene, use of personal protective equipment, clothing and accessories suitable to the particular workplace. The person or persons at work to whom you should report any health and safety issues or hazards. This could be a supervisor, line manager or your employer. Key Points Regarding Health and Safety Legislation and Regulations Health and Safety At Work The Health and Safety at Work Act 1974 is Act 1974 the main piece of legislation under which nearly all the other regulations are made. It is for this reason that only this piece of legislation is specifically referred to in this unit. Employers have a legal duty under this Act to ensure, so far as is reasonably practicable, the health, safety and welfare at work of the people for whom they are responsible and the people who may be affected by the work they do. Under this Act it is also important to be aware that all people at work, not just employers, have a duty to take reasonable care to avoid harming themselves or others through the work they do. Risks should be reduced 'so far as is reasonably practicable'. This term means the duty-holder (in most instances the employer) can balance the cost against the degree of risk although obviously, any Health and Safety Inspectors would expect that relevant good practice is followed. 31

32 Unit 202 (T7) Ensure Your Own Actions Reduce Risks to Health and Safety (ENTO Unit A) According to the Act: Employers must safeguard so far as is reasonably practicable, the health, safety and welfare at work of all the people who work for them and 'other persons'. This applies, in particular, to the provision and maintenance of safe plant and systems of work, and covers all machinery, equipment and substances used. People at work also have a duty under the Act to take reasonable care to avoid harm to themselves or to others by their working practices, and to co-operate with employers and others in meeting statutory requirements. The Act also requires employees not to interfere with or misuse anything provided to protect their health, safety or welfare in compliance with the Act. Other legislation There is an array of health and safety regulations and codes of practice which affect people at work. There are regulations for those who, for example, work with electricity, or work on construction projects, as well as regulations covering noise at work, manual handling, working with VDUs, or dealing with substances hazardous to health, etc. The specific requirements for all or any of these can be obtained from HSE local offices. As many of the regulations are only relevant to certain workplaces or working practices, no specific reference has been made in the What you must know section to any of these regulations. The phrase 'your responsibilities for health and safety as required by any specific legislation covering your job role' is intended to relate to those specific pieces of legislation important to your workplace and or working practices which you should be able to find out about. 32

33 Unit 202 (T7) Ensure Your Own Actions Reduce Risks to Health and Safety (ENTO Unit A) Evidence Requirements 1. You should satisfy the assessor that you can consistently meet the standards. 2. Performance evidence should be drawn from real working practices, and evidence must be provided across all the What you must do items for both outcomes. Your assessor must see performance evidence for the number of What you must cover items specified, appropriate to your own workplace context. 3. Answers to questions and other forms of evidence may additionally be used to demonstrate an understanding of the essential knowledge required for the unit, and for the specific knowledge required for each outcome. 4. Evidence must be provided to demonstrate competence in identifying hazards with reference to working activities or aspects of the workplace and acting upon your decisions as to whether the hazard presents a high or low risk. 5. Evidence must be provided to demonstrate competence in reducing the risk to health and safety. 6. Performance evidence must be provided against each of the requirements of the What you must do section. Your assessor will need to be satisfied that you have the necessary knowledge and understanding to perform competently in respect of all the items listed in the What you must cover section of this unit. 7. From the What you must cover section, you must show that you have identified a minimum of 2 types of risks resulting from those listed. 8. You must show evidence that you have followed a minimum of 4 types of workplace policy. 9. Performance evidence must be provided from real working practices. 33