Level 2 First Diploma in Travel and Tourism (4872) Qualification handbook

Level 2 First Diploma in Travel and Tourism (4872) Qualification handbook www.cityandguilds.com January 2011 Version 4.1

About City & Guilds 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. City & Guilds Group The City & Guilds Group includes ILM (the Institute of Leadership & Management) providing management qualifications, learning materials and membership services and NPTC which offers land-based qualifications and membership services. City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. Equal opportunities 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 and qualifications is available on the City & Guilds website. Copyright The content of this document is, unless otherwise indicated, The City and Guilds of London Institute 2005 and may not be copied, reproduced or distributed without prior written consent. However, approved City & Guilds centres and learners studying for City & Guilds qualifications may photocopy this document free of charge and/or include a locked PDF version of it on centre intranets on the following conditions: centre staff may copy the material only for the purpose of teaching learners working towards a City & Guilds qualification, or for internal administration purposes learners may copy the material only for their own use when working towards a City & Guilds qualification the Standard Copying Conditions on the City & Guilds website. Please note: National Occupational Standards are not The City and Guilds of London Institute. Please check the conditions upon which they may be copied with the relevant Sector Skills Council. Publications City & Guilds publications are available on the City & Guilds website or from our Publications Sales department at the address below or by telephoning +44 (0)20 7294 2850 or faxing +44 (0)20 7294 3387. 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. City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)20 7294 2800 F +44 (0)20 7294 2400 www.cityandguilds.com centresupport@cityandguilds.com

Level 2 First Diploma in Travel and Tourism (4872) Qualification handbook www.cityandguilds.com January 2011 Version 4.1 Includes (the following qualifications) City & Guilds Level 2 First Award in Travel and Tourism City & Guilds Level 2 Certificate in Travel and Tourism (Worldwide Destinations) City & Guilds Level 2 Certificate in Travel and Tourism (Air Fares and Ticketing) City & Guilds Level 2 Certificate in Travel and Tourism (Additional Services) City & Guilds Level 2 Certificate in Travel and Tourism (UK Destinations) City & Guilds Level 2 Certificate in Travel and Tourism (Responsible Tourism) City & Guilds Level 2 Certificate in Travel and Tourism (Children s Resort Representatives) City & Guilds Level 2 Certificate in Travel and Tourism (Resort Representatives) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to Global Distribution Systems) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to Business Travel Practices) City & Guilds Level 2 Certificate in Travel and Tourism (Meet and Greet Travel and Tourism Services) Level 2 First Diploma in Travel and Tourism (4872) 1

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Contents 1 About this document 5 2 About the qualification 6 2.1 Summary of requirements 6 2.2 The structure of the qualification 7 3 General information 9 3.1 Rationale 9 3.2 General structure 10 3.3 Course design 11 3.4 Assessment 13 3.5 Quality assurance, including centre and scheme approval 14 3.6 Entry for assessment and certification 15 4 Scheme regulations 16 4.1 Certificates and assessments 16 4.2 Grades 19 4.3 Units from other levels 20 4.4 Suggested routes 21 4.5 Provision and conduct of assessment 22 4.6 Relationship to NVQ standards 25 4.7 Key skills signposting summary relationship table level 2 units 29 4.8 Other issues 33 4.9 Test specifications 35 4.10 City & Guilds Level 2 First Diploma in Travel and Tourism (360 hours) 38 4.11 City & Guilds First Award in Travel and Tourism (180 hours) 39 5 Units 40 5.1 Unit guidance 40 Unit 201 Worldwide Travel and Tourism Destinations 42 Unit 202 Customer Service Skills for Travel and Tourism 56 Unit 203 Selling Skills for Travel and Tourism 67 Unit 204 Workplace Communication Skills for Travel and Tourism 76 Unit 205 UK Travel and Tourism Destinations 85 Unit 206 The Structure of the UK Travel Industry 94 Unit 207 Retail Travel Services 107 Unit 208 The Structure of the UK Tourism Industry 116 Unit 209 Transportation for Travel and Tourism 123 Unit 210 Additional Travel and Tourism Services 130 Unit 211 Health and Safety for Travel and Tourism 142 Unit 212 Air Fares and Ticketing 151 Unit 213 Visitor Attractions 163 Level 2 First Diploma in Travel and Tourism (4872) 3

Unit 214 Resort Representatives 171 Unit 215 Introduction to Responsible Tourism 182 Unit 216 Tourist Information Services 191 Unit 217 Tour Operations 199 Unit 218 Children s Resort Representative 206 Unit 219 Promotional Materials for Travel and Tourism 220 Unit 220 Introduction to Business Travel Practices 226 Unit 221 Global Distribution Systems - Introduction 238 Unit 222 Meet and Greet Travel and Tourism Services 245 Unit 223 Introduction to the National Rail Passenger Network 252 Appendix 1 Credit Frameworks 259 4 Level 2 First Diploma in Travel and Tourism (4872)

1 About this document This document contains the information that centres need to offer the following Level 2 First Diploma in Travel and Tourism (4872): Level 2 First Diploma in Travel and Tourism City & Guilds qualification number 4872 It includes the following qualifications: City & Guilds Level 2 Certificate in Travel and Tourism (Worldwide Destinations) City & Guilds Level 2 Certificate in Travel and Tourism (Air Fares and Ticketing) City & Guilds Level 2 Certificate in Travel and Tourism (Additional Services) City & Guilds Level 2 Certificate in Travel and Tourism (UK Destinations) City & Guilds Level 2 Certificate in Travel and Tourism (Responsible Tourism) City & Guilds Level 2 Certificate in Travel and Tourism (Children s Resort Representatives) City & Guilds Level 2 Certificate in Travel and Tourism (Resort Representatives) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to Global Distribution Systems) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to Business Travel Practices) City & Guilds Level 2 Certificate in Travel and Tourism (Meet and Greet Travel and Tourism Services) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to the National Rail Passenger Network) City & Guilds First Award in Travel and Tourism (ABTAC) City & Guilds First Award in Travel and Tourism (ABTOC) City & Guilds Level 2 First Award in Travel and Tourism This document includes details and guidance on: centre resource requirements candidate entry requirements information about links with, and progression to, other qualifications qualification standards and specifications assessment requirements indicative reading and resources unit content. Level 2 First Diploma in Travel and Tourism (4872) 5

2 About the qualification 2.1 Summary of requirements The unitised Level 2 Travel and Tourism qualifications have been developed to offer total flexibility to both centres and learners. Centres have the opportunity to build a qualification that suits the needs of the individual learner. Learners can choose between taking the full qualification at 360 hours (First Diploma), a mini-award of 180 hours (First Award) or individual units of 10, 30, 60 or 90 hours, some of which can be accessed as standalone Level 2 Certificates. Full qualification City & Guilds Level 2 First Diploma in Travel and Tourism (4872) Mini-award City & Guilds Level 2 First Award in Travel and Tourism (4872) City & Guilds First Award in Travel and Tourism (ABTAC) City & Guilds First Award in Travel and Tourism (ABTOC) 6 Level 2 First Diploma in Travel and Tourism (4872)

2 About the qualification 2.2 The structure of the qualification Certificates (which can be used as units towards the award and qualification) City & Guilds Level 2 Certificate in Travel and Tourism (Worldwide Destinations) City & Guilds Level 2 Certificate in Travel and Tourism (Air Fares and Ticketing) City & Guilds Level 2 Certificate in Travel and Tourism (Additional Services) City & Guilds Level 2 Certificate in Travel and Tourism (UK Destinations) City & Guilds Level 2 Certificate in Travel and Tourism (Responsible Tourism) City & Guilds Level 2 Certificate in Travel and Tourism (Children s Resort Representatives) City & Guilds Level 2 Certificate in Travel and Tourism (Resort Representatives) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to Global Distribution Systems) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to Business Travel Practices) City & Guilds Level 2 Certificate in Travel and Tourism (Meet and Greet Travel and Tourism Services) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to the National Rail Passenger Network) City & Guilds First Award in Travel and Tourism (ABTAC) City & Guilds First Award in Travel and Tourism (ABTOC) City & Guilds Level 2 First Award in Travel and Tourism Units (for which a Certificate of Unit Credit will be gained) Unit credit in Customer Service Skills for Travel and Tourism Unit credit in Selling Skills for Travel and Tourism Unit credit in Workplace Communications Skills for Travel and Tourism Unit credit in The Structure of the UK Travel Industry Unit credit in Retail Travel Services Unit credit in The Structure of the UK Tourism Industry Unit credit in Transportation for Travel and Tourism Unit credit in Health and Safety for Travel and Tourism Unit credit in Visitor Attractions Unit credit in Tourist Information Services Unit credit in Tour Operations Unit credit in Promotional Materials for Travel and Tourism The units provide knowledge and understanding for the City & Guilds NVQs in Travel and Tourism Services (4847). Key Skills Key skills maybe delivered as appropriate through the work for each unit. Registration Learners should be registered using Form S (Registration) at least 28 days before any assessment. Level 2 First Diploma in Travel and Tourism (4872) 7

Details of all forms, deadlines for entries to each examination series and an examinations timetable are included in the Directory of Vocational Awards. Learners can only be entered through City & Guilds approved centres. 8 Level 2 First Diploma in Travel and Tourism (4872)

3 General information 3.1 Rationale City & Guilds in consultation with its centres and the travel and tourism industry has recognised that there is a need for a flexible suite of vocational qualifications. The unitised qualifications at Level 2 in Travel and Tourism have been designed to meet this need. The overall aims of the qualification are: to improve the skills of individuals and increase their chances of gaining employment within travel and tourism to support the skills needs within the travel and tourism industry to meet the needs and objectives of learners and to increase the level of achievement of individuals to increase participation and retention in education and training, and to help overcome social exclusion to widen and increase participation in lifelong learning The qualification aims: to provide a broad background of understanding of the travel and tourism sector and the vocational skills required to provide, bite size chunks of learning to combat fears of failure by ensuring that all achievement is recognised encourages retention and progression by providing a framework for learners who can build up a qualification around their own needs providing a qualification that is highly valued both by learners and employers The qualifications have been designed by City & Guilds to support government initiatives towards the National Qualifications Framework. It can contribute towards the knowledge and understanding required for the related NVQ while not requiring or proving evidence of occupational competence. Level 2 First Diploma in Travel and Tourism (4872) 9

3 General information 3.2 General structure All units within the City & Guilds Level 2 First Diploma (360 hours) are expressed in a standard format. Each unit is preceded by details of the rationale of the unit the aims and general coverage of the unit the recommended guided learning hours the relationship of the unit to the related NVQ/ National Occupational Standards the assessment method the outcomes Each unit also identifies examples of good practice to stimulate teachers and a list of suggested resources including books, journals and websites. 10 Level 2 First Diploma in Travel and Tourism (4872)

3 General information 3.3 Course design Learners are likely to come from a variety of backgrounds, in that they will have had different education and training experiences, ambitions and opportunities. Teachers/assessors may therefore find it helpful to conduct an initial assessment of skills and achievement for each learner, so that prior learning can be credited and the correct level of award established consider what approaches to learning will best suit the learners Teachers/assessors need to make these judgements by referring to the requirements of the syllabus, and establish what learners already know/can do to clarify where they need no further preparation before assessment. During this initial assessment, teachers are likely to consider what, if any previous educational qualifications the learners have, what training they have had and, in particular, what experience they have had in relevant GNVQ programmes/ key skills previous practical experience the learners have had which is relevant to the aims of the scheme, and from which relevant skills and knowledge may have been informally acquired When selecting appropriate approaches to learning, teachers are likely to consider the results from initial assessments, as well as the availability and suitability of open or distance learning materials, or co-operative working with other centres. Teacher/assessors should familiarise themselves with the structure and content of the award before designing an appropriate course; in particular they are advised to consider the knowledge and understanding requirements of the relevant NVQ. As long as the requirements for the award are met, teachers/assessors may design courses of study in any way that they feel best meets the needs and capabilities of the learners. It is recommended that centres cover the following in the delivery of the course, where appropriate Key Skills (such as Communication, Application of Number, Information Technology, Working with Others, Improving Own Learning and Performance, Problem Solving) Health and safety considerations, in particular the need to impress to learners that they must preserve the health and safety of others as well as themselves Spiritual, moral, social and cultural issues Environmental education European dimension Level 2 First Diploma in Travel and Tourism (4872) 11

It is recommended that a minimum of 360 hours should be allocated for the full certification of the First Diploma. The number of units taken will vary according to the individual units taken (ie 30, 60 or 90 hour units). It is recommended that a minimum of 180 hours should be allocated for the part certification of the First Award. The number of units taken will vary according to the individual units taken (ie 30, 60 or 90 hour units). However learners may wish to undertake individual units for which they will receive either certificates (Units 201, 205, 210, 212/922/932, 214, 215, 218, 220, 221, 222, 223) or certificates of unit credit (Units 202, 203, 204, 206, 207,208, 209, 211, 213, 216, 217, 219). 12 Level 2 First Diploma in Travel and Tourism (4872)

3 General information 3.4 Assessment National standards and rigorous quality assurance of the qualifications are maintained by the use of City & Guilds set and marked written tests and written assignments City & Guilds set written tests, marked by the centre according to externally set marking criteria, with quality assurance monitored by our external verification system City & Guilds set practical assignments, marked by the centre according to externally set marking criteria, with quality assurance monitored by our external verification system All multiple-choice tests will be delivered online via Global online assessment. Assignments assess both the practical activities (What you need to do) and the underpinning knowledge. These can be found in the separate assessor s guide. As assessments maybe designed to sample practical activities, it is essential that the centres ensure that learners cover the content of the whole unit. For learners with particular requirements, centres should refer to our policy document Access to assessment, learners with particular requirements. External Verifiers act on behalf of City & Guilds to ensure that national standards are maintained. Full details of their role can be found in Providing City & Guilds Qualifications a guide to centre and scheme approval. Level 2 First Diploma in Travel and Tourism (4872) 13

3 General information 3.5 Quality assurance, including centre and scheme approval Quality assurance includes initial centre approval, scheme approval and the centres own procedures for monitoring quality. Details of City & Guilds criteria and procedures can be found in Providing City & Guilds Qualifications a guide to centre and scheme approval. Organisations not already approved to offer City & Guilds qualifications will be required to apply for centre and scheme approval, normally simultaneously. There is a charge for initial centre approval and for centres wishing to extend its approval portfolio. More information on these can be obtained from your local City & Guilds regional office. Centres that already have centre approval need to obtain scheme approval for each individual City & Guilds scheme they wish to offer. An application for scheme approval (Form SAP) will need to be completed for each scheme. Copies of the relevant forms can be found in Providing City & Guilds Qualifications a guide to centre and scheme approval, together with guidance on how these forms should be completed. Centres wishing to offer the City & Guilds Levels 2 qualifications in Travel and Tourism will need to complete Form SAP. If they are already approved to offer the related traditional vocational qualification or the related NVQ, desk-based approval procedures will be used, which do not require a centre visit. City & Guilds reserves the right to suspend an approved centre, or withdraw its approval from an approved centre or for an approved centre to conduct a particular City & Guilds scheme or particular City & Guilds schemes, for reason of debt, malpractice or for any reason that may be detrimental to the maintenance of authentic, reliable and valid qualifications or that may prejudice the name of City & Guilds. 14 Level 2 First Diploma in Travel and Tourism (4872)

3 General information 3.6 Entry for assessment and certification Learners must enter for assessments and certificates through a City & Guilds approved centre. Procedures for registration and entry for all City & Guilds awards are detailed in the Directory of Awards. This includes examples of all the required forms and also the requirements for Electronic Data Entry (where this is preferred). There are appeals procedures, which make clear the circumstances under which appeals may be made, the information required, and the procedures to resolve them. The Directory of Awards also specifies procedures for payments. City & Guilds fully supports the principles of equal opportunities, and the requirements as they affect centres and assessment are outlined in the City & Guilds Access to Assessment guide. When learners first enter for a City & Guilds examination, they are issued with a unique, lifelong City & Guilds Learner enrolment number. Any learners wishing to enter for the City & Guilds Level 2 First Diploma or any unit or qualification within it must be registered using Form S (Registration) (which records named individuals) at least 28 days before the first assessment. Learners must also be entered for scheduled (timetabled) assessment components using Form S (Dated entry). Centres need to check with the Directory of Awards to confirm the deadline for entries for each examination series. It is extremely important that all the details on all the forms are correct; otherwise they may be rejected during processing by City & Guilds. Centres should always check carefully that centre name and number have been included accurately the correct award number and award name are included the correct component numbers have been used. Each centre needs to include a batch header Form S (summary sheet) that should be signed by the centre s local examinations secretary or the scheme co-ordinator. The purpose of Form S (summary sheet) is to identify any forms submitted at one time by a centre as a batch. All learners who enter for these awards will enter through the centre(s) where they have prepared for the assessments, either by attendance at the centre, co-operation with another organisation, accreditation of prior learning and/or open learning methods. Learners will not be accepted directly by City & Guilds. Centres will receive a consolidated Results list detailing the performance of all the learners they enter, whether they are successful or not. All learners for City & Guilds certificates receive Notification of Learner results via the centre, giving details of their performance. Learners who successfully complete all the required assessments will receive a full certificate. Those completing a unit which is not a stand-alone certificate will receive a certificate of unit credit only. Level 2 First Diploma in Travel and Tourism (4872) 15

4 Scheme regulations 4.1 Certificates and assessments Introduction This award provides knowledge and understanding for parts of City & Guilds NVQs in Travel Services Level 2 and 3 (4847). Certificates and assessments The units and assessments described in this document are for the family of awards described below and all units that can be used to make up the overarching qualification as well as smaller miniawards or certificates. The qualifications have been developed to offer total flexibility to both centres and learners and to allow centres the opportunity to build a qualification that suits the needs of the individual learner. 16 Level 2 First Diploma in Travel and Tourism (4872)

All units are at Level 2 of the National Occupation Standards Learners can choose between taking the full qualification at 360 hours (First Diploma), a mini-award of 180 hours (First Award), or individual units of 10, 30, 60 or 90 hours. Full qualification City & Guilds Level 2 First Diploma in Travel and Tourism (4872) Mini-award City & Guilds Level 2 First Award in Travel and Tourism (4872) City & Guilds First Award in Travel and Tourism (ABTAC) City & Guilds First Award in Travel and Tourism (ABTOC) Level 2 First Diploma in Travel and Tourism (4872) 17

Certificates (which can be used as units towards the award and qualification) City & Guilds Level 2 Certificate in Travel and Tourism (Worldwide Destinations) City & Guilds Level 2 Certificate in Travel and Tourism (Air Fares and Ticketing) City & Guilds Level 2 Certificate in Travel and Tourism (Additional Services) City & Guilds Level 2 Certificate in Travel and Tourism (UK Destinations) City & Guilds Level 2 Certificate in Travel and Tourism (Responsible Tourism) City & Guilds Level 2 Certificate in Travel and Tourism (Children s Resort Representatives) City & Guilds Level 2 Certificate in Travel and Tourism (Resort Representatives) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to Global Distribution Systems) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to Business Travel Practices) City & Guilds Level 2 Certificate in Travel and Tourism (Meet and Greet Travel and Tourism Services) City & Guilds Level 2 Certificate in Travel and Tourism (Introduction to the National Rail Passenger Network) Units (for which a Certificate of Unit Credit will be gained) Unit credit in Customer Service Skills for Travel and Tourism Unit credit in Selling Skills for Travel and Tourism. Unit credit in Workplace Communication Skills for Travel and Tourism Unit credit in the Structure of the UK Travel Industry Unit credit in Retail Travel Services Unit credit in The Structure of the UK Tourism Industry Unit credit in Transportation for Travel and Tourism Unit credit in Health and Safety for Travel and Tourism Unit credit in Visitor Attractions Unit credit in Tourist Information Services Unit credit in Tour Operations Unit credit in Promotional Materials for Travel and Tourism 18 Level 2 First Diploma in Travel and Tourism (4872)

4 Scheme regulations 4.2 Grades Learners achieving the City & Guilds Level 2 First Diploma in Travel and Tourism or the City & Guilds Level 2 First Award will have achieved all the appropriate units at pass or above. The awards will not be graded but the certificate will list the grades of all units achieved. All units achieved are graded Pass, Credit or Distinction (with the exception of Unit 212/922/932: Air Fares and Ticketing which is Pass/Fail only). A pass is the minimum achievement level, credit and distinction represent increasing levels of ability to adapt in the face of changing circumstances and independently resolve problems. All learners will be provided with a Certificate of Unit Credit which details the grades for each unit taken. Level 2 First Diploma in Travel and Tourism (4872) 19

4 Scheme regulations 4.3 Units from other levels As part of a learners programme of study assessors may feel that some learners working towards the City & Guilds Level 2 qualifications are capable of working towards individual units from a Level 1 or a Level 3 qualification. This is acceptable although they do not form part of a Level 2 qualification. The learner will receive the appropriate Certificate of Unit Credit or relevant Level Certificate for the unit. 20 Level 2 First Diploma in Travel and Tourism (4872)

4 Scheme regulations 4.4 Suggested routes Centres working towards the City & Guilds Level 2 First Diploma in Travel and Tourism can also enter learners for the following specialist routes with endorsed titles. Route 1 City & Guilds Level 2 First Diploma in Travel and Tourism (Leisure Travel) In addition to the mandatory units 203 and 204 learners are required to include the following specialist Units: Unit 201, 207, 209, 210 and 910, 215 Route 2 City & Guilds Level 2 First Diploma in Travel and Tourism (Tour Operations) In addition to the mandatory units 203 and 204 learners are required to include the following specialist Units: Unit 201, 206, 215 and 217 Route 3 City & Guilds Level 2 First Diploma in Travel and Tourism (Tourism) In addition to the mandatory units 203 and 204 learners are required to include the following specialist Units: Unit 205, 208, 213, 215 and 216 plus any one other unit Route 4 City & Guilds Level 2 First Diploma in Travel and Tourism (Business Travel) In addition to the mandatory units 203 and 204 learners are required to include the following specialist Units: Unit 201, 210 and 910, 220, 221 plus either 212/922/932 Route 5 City & Guilds Level 2 First Award in Travel and Tourism (ABTAC) The mandatory units for this award are 201, 205, 207 and 210 Route 6 City & Guilds Level 2 First Award in Travel and Tourism (ABTOC) The mandatory units for this award are 201, 206 and 217 Level 2 First Diploma in Travel and Tourism (4872) 21

4 Scheme regulations 4.5 Provision and conduct of assessment Details of the availability of assessments, dates for examinations and of the general regulations for their conduct are given in City & Guilds Directory of Vocational Awards. If there is any inconsistency between the scheme regulations set out in this document and the Directory of Vocational Awards, then the latter always prevails. Units Unit 201: Worldwide Travel and Tourism Destinations Unit 202: Customer Service Skills for Travel and Tourism Unit 203: Selling Skills for Travel and Tourism Unit 204: Workplace Communications Skills for Travel and Tourism Unit 205: UK Travel and Tourism Destinations Unit 206: The Structure of the UK Travel Industry Assessments Multiple choice online 4872-201 This assessment component covers the knowledge requirements for all outcomes On-line multiple choice question paper Assignment 4872-202 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Assignment 4872-203 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Assignment 4872-204 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Multiple choice online 4872-205 This assessment component covers the knowledge requirements for all outcomes On-line multiple choice question paper Assignment 4872-206 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Unit 207: Retail Travel Services Assignment 4872-207 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified 22 Level 2 First Diploma in Travel and Tourism (4872)

Unit 208: The Structure of the UK Tourism Industry Unit 209: Transportation for Travel and Tourism Unit 210 and 910: Additional Travel and Tourism Services Unit 211: Health and Safety for Travel and Tourism Unit 212/922/932: Air Fares and Ticketing Assignment 4872-208 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Assignment 4872-209 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified On-line multiple choice 4872-210 This assessment component covers the knowledge requirements for outcomes 1 4 (ABTA Travel Insurance L1) Assignment 4872-910 This assessment covers the practical activities for outcomes 5 8 and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Assignment 4872-211 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Short-answer 4872-212 (TTC); 4872-922 (GTMC), 4872-932 (Chameleon). The assessment is based on the approved support materials produced by these suppliers. This assessment component covers the knowledge requirements for all outcomes Short-answer question paper (paper based) Unit 213: Visitor Attractions Assignment 4872-213 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Unit 214: Resort Representatives Assignment 4872-214 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Unit 215: Introduction to Responsible Tourism Assignment 4872-215 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Level 2 First Diploma in Travel and Tourism (4872) 23

Unit 216: Tourist Information Services Assignment 4872-216 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Unit 217: Tour Operations Assignment 4872-217 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Unit 218: Children s Resort Representatives Unit 219: Promotional Materials for Travel and Tourism Unit 220: Introduction to Business Travel Practices Unit 221: Introduction to Global Distribution Systems Unit 222:Meet and Greet Travel and Tourism Services Unit 223 Introduction to the National Rail Passenger Network Multiple choice online 4872-218 This assessment component covers the knowledge requirements for all outcomes. On-line multiple choice question paper Learners must also be assessed in a practical playwork situation Assignment 4872-219 This assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Multiple choice online 4872-220 This assessment component covers the knowledge requirements for all outcomes On-line multiple choice question paper Assignment 4872-221 this assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Assignment 4872-222 this assessment covers the practical activities for all outcomes and will also sample the learners underpinning knowledge to verify coverage of the unit Externally set assignment, internally marked and externally verified Multiple choice online 4872-223 This assessment component covers the knowledge requirements for all outcomes On-line multiple choice question paper. For further guidance please refer to the City & Guilds Directory of Vocational Awards. 24 Level 2 First Diploma in Travel and Tourism (4872)

4 Scheme regulations 4.6 Relationship to NVQ standards The following grid maps the knowledge covered in the City & Guilds Level 2 Travel and Tourism First Diploma against the underpinning knowledge of the National Occupational Standards at Level 2 for Travel Services and Tourist Information Services. 4872/ 4847 201 202 203 204 205 206 207 208 209 210/ 910 201 1iii, 1iv, 4, 6,7,8,9 11-13 1ii, 6-7, 11-13 11-12 211 212/ 922/ 932 10 1.i 6-7, 11 213 214 215 216 217 218 219 220 221 222 223 10 1.ii 202 1-17 1-17 1-17 203 25 25 1-11 1-6 19-25 204 1-7 27-30, 35 205 1-4 30-32 18, 30-32 206 21 207 18-27 20-24 19-28 1-3 13,18, 23 8-12, 17-25- 30 13-16 23-25 31,35 44-47 2-3 17 5-9, 24 5, 10-23 33-34 2 3 3 8, 27 1-2, 4-7, 11-25 3 3 16-17 1-2, 4 5-23 6 1-17 35 Level 2 First Diploma in Travel and Tourism (4872) 25

4872/ 4847 201 202 203 204 205 206 207 208 209 210/ 910 208 13-16 209 1-4 31-34 29-34 210 9-15 22-28 9-15, 22-25, 28-29 211 13-19 13-16 31-34 22-27 13-20 1-4 17-20 5-11 12-15 211 212/ 922/ 932 16 5-7 11 4 29-34 212 3, 13-14 213 1-5, 1-8 9-12 214 11 13-14 215 15-19 15-22 216 1-4 35-41 25-27 35-38 35-42 217 25-31 25-31 10-14 213 214 215 216 217 218 219 220 221 222 223 1-10, 14 1-4 5-9 5 4 11-30- 42 218 5,10,16 5,11-16 208 13-16 1-5, 18, 24 10 1-15, 16-20 29-30 1-15, 22-27 13-18 1-16 4 1-16 1, 3 5-11 26 Level 2 First Diploma in Travel and Tourism (4872)

209 1-4 31-34 29-34 31-34 1-4 17-20 5-11 12-15 16 5-7 11 4 29-34 1-15, 16-20 29-30 1, 3 5-11 210 9-15 22-28 9-15, 22-25, 28-29 211 13-19 13-16 22-27 13-20 1-15, 22-27 13-18 212 3, 13-14 213 1-5, 9-12 1-8 214 11 13-14 4 215 15-19 15-22 216 1-4 35-41 25-27 35-38 35-42 10-14 1-10, 14 1-4 5-9 5 4 11-30- 42 10 217 25-31 25-31 218 5,10,16 5,11-16 1-5, 18, 24 Level 2 First Diploma in Travel and Tourism (4872) 27

4872/ 4847 201 202 203 204 205 206 207 208 209 210/ 910 219 8, 27-33 27-30 27-34 220 10-14 221 11-13 11 11 10 1.i 222 15-1-5 16 211 212/ 922/ 932 4-5, 16 213 214 215 216 217 218 219 220 221 222 223 1-25, 27-34 4-6 28 Level 2 First Diploma in Travel and Tourism (4872)

4 Scheme regulations 4.7 Key skills signposting summary relationship table level 2 units Signposting showing where opportunities are likely to arise for developing, practising or evidencing components of the 2004 Key Skills (Note 1) 4872 Units Unit 201 Online Test Unit 202 Assignment A1 AON COM ICT IOLP PS WWO N2.1 ICT2.1 A2 B C Unit 203 Assignment A B C2.3 C Unit 204 Assignment A C2.2.1 C2.2.2 B C2.2.1 ICT2.1 C1 C2.1a C2 D C2.1b E C2.3 ICT2.2 ICT2.3 Unit 205 N2.1 ICT2.1 Online Test Unit 206 Assignment A ICT2.1 C2.2.1 C2.2.1 C2.3 B C C2.3 D1 D2 E C2.3 ICT2.2 ICT2.3 F C2.3 G1 G2 G3 C2.3 PS2.1 PS2.2 Level 2 First Diploma in Travel and Tourism (4872) 29

Unit 207 Assignment A1 A2 B C2.3 C1 C2 N2.2 N2.3 D1 N2.2 N2.3 D2 Unit 208 Assignment A C2.1b ICT2.1 B C C2.3 Unit 209 Assignment A B ICT2.2 ICT2.3 ICT2.1 ICT2.2 ICT2.3 C C2.3 Unit 210 N2.1 ICT2.1 Online Test Unit 910 Assignment Worksheets C2.3 ICT2.1 Unit 211 Assignment A C2.2.1 ICT2.1 PS2.1 B1 B2 C1 C2 Unit 212 Online Test N2.1 N2.2 ICT2.1 PS2.1 PS2.2 Unit 213 Assignment A C2.2.1 ICT2.1 ICT2.2 ICT2.3 B C2.1b PS2.1 PS2.2 C C2.3 Unit 214 Assignment A B C2.2.1 C2.3 ICT21. ICT2.2 ICT2.3 WO2.1 WO2.2 30 Level 2 First Diploma in Travel and Tourism (4872)

C C2.1b D C2.3 ICT2.1 ICT2.2 ICT2.3 Unit 215 Assignment A C2.2.1 C2.3 ICT2.1 ICT2.2 ICT2.3 B C2.3 ICT2.1 ICT2.2 ICT2.3 C C2.3 ICT2.1 ICT2.2 ICT2.3 D C2.1b Unit 216 Assignment A B C2.3 C Unit 217 Assignment A C2.1b ICT2.1.1 C2.2.1 B C2.3 ICT2.1 ICT2.2 ICT2.3 C C2.3 ICT2.1 ICT2.2 ICT2.3 Unit 218 Online Test Unit 219 Assignment A C2.2.1 ICT2.1 B ICT2.2 ICT2.3 ICT2.1 Unit 220 Online Test Unit 221 Assignment A ICT2.1 B C2.1b C C2.3 ICT2.2 Unit 222 Assignment A Unit 223 Online Test Level 2 First Diploma in Travel and Tourism (4872) 31

Notes to the Level 2 Travel and Tourism signposting: 1 There may be additional opportunities for developing, practising and evidencing key skills depending on the teaching and learning strategies employed and the access to work practices in the industry; the chart above indicates only those opportunities that are likely to be available to all learners. 2 Additional opportunities may occur for developing, practising and evidencing components of the Information Technology key skill depending on the learner s access to IT for searching for and selecting, developing and presenting information. 3 The study programme itself could provide opportunities for developing, practising and evidencing components of the Improving Own Learning and Performance key skill. 32 Level 2 First Diploma in Travel and Tourism (4872)

4 Scheme regulations 4.8 Other issues Delivery of this qualification can contribute to learners understanding of the wider curriculum. Unit number Spiritual, Moral, Ethical, Social and Cultural Environmental Health & Safety Unit 201 Unit 202 Unit 203 Unit 204 Unit 205 Unit 206 Unit 207 Unit 208 Unit 209 Unit 210 Unit 211 Unit 212 Unit 213 Unit 214 Unit 215 Unit 216 Unit 217 Unit 218 Unit 219 European Development Unit 220 Unit 221 Unit 222 Unit 223 Level 2 First Diploma in Travel and Tourism (4872) 33

The wider curriculum The City & Guilds Level 2 First Diploma will embed the values determined by the Travel, Tourism Services and Events Sector Skills Council, which substantially address spiritual, moral, ethical, social and cultural issues as they apply to or can be derived from training for the role of working in the travel and tourism industry. Delivery of this unit can contribute to learners understanding of spiritual, moral, ethical, social and cultural issues in the following manner: Spiritual/Moral/Ethical: Appreciating individual s religious beliefs and gender issues when travelling can lead to discussions on moral/ethical issues. Spiritual issues can be raised when learning how to communicate and develop effective relationships with colleagues. For example, Unit 202: Customer Service Skills for Travel and Tourism should lead to discussions on issues such as equal opportunities and discrimination and the Disability Discrimination Act and its effects on tourism providers. Unit 215: Responsible Tourism requires learners to explore both the positive and negative effects of tourism and should lead to wider discussions on moral and ethical issues in relation to tourism. Social/Cultural: There is an emphasis throughout this qualification for learners to interact with others, their peers, assessors/teachers, supervisors, work colleagues and customers. Unit 215: Responsible Tourism involves learners exploring the social/cultural impact of visitors and requires them to explore examples of good practise in relation to the tourist industry. Unit 201: Worldwide Travel and Tourism Destinations allows learners to explore a range of social and cultural attractions throughout the world. Environmental/Health and Safety/European: The qualification also provides awareness of environmental issues, health and safety considerations and European development including the EC Package Holiday regulations and also the implications of airline deregulation. Unit 211: Introduction to Health and Safety for Travel and Tourism involves learners being introduced to the key issues around Health & Safety in relation to travel and tourism. Unit 201: Worldwide Travel and Tourism Destinations involves learners investigating a variety of countries within Europe to include what attracts visitors. Unit 212,922, 932: Air Fares and Ticketing requires knowledge of worldwide visa and health regulations. The implications of flying and health issues can also be discussed. 34 Level 2 First Diploma in Travel and Tourism (4872)

4 Scheme regulations 4.9 Test specifications Unit 201: Worldwide Travel and Tourism Destinations Paper No: 4872-201 Duration: 1 hour 30 minutes Assessment type: Online multiple choice No of items: 50 Unit Outcome No of items % Unit 201: Worldwide Travel and Tourism Destinations Outcome 1: Identify geographical features of the world Outcome 2: Read and interpret maps of worldwide destinations Outcome 3: Locate selected tourist attractions throughout the world Outcome 4: Provide specific information on travel destinations worldwide 15 10 11 30 20 22 14 28 50 100% Unit 205: UK Travel and Tourism Destinations Paper No: 4872-205 Duration: 1 hour 30 minutes Assessment type: Online multiple choice No of items: 50 Unit Outcome No of items % Unit 205: UK Travel and Tourism Destinations Outcome 1: Examine UK geographical features Outcome 2: Identify established tourism destinations within the United Kingdom Outcome 3: Investigate what attracts tourists to the United Kingdom and the facilities and service found at these destinations. 17 23 10 34 46 20 50 100% Level 2 First Diploma in Travel and Tourism (4872) 35

Unit 210: Additional Travel and Tourism Services Paper No: 4872-210 Duration: 1 hour Assessment type: Online multiple choice No of items: 35 Unit Outcome No of items % Unit 210: Additional Travel and Tourism Services Outcome 1: Explain the purpose and importance of travel insurance including terminology Outcome 2: Identify types of cover and basic responsibilities when selling a travel insurance policy Outcome 3: Calculate premiums for travel insurance Outcome 4: Describe the procedure for making a travel insurance claim 12 11 8 4 34 31 23 12 35 100% Unit 212: Air Fares and Ticketing (TTC, GTMC, Chameleon) Paper No: 4872-212/922/932 Duration: 2 hours 30 mins Assessment type: Written short answer No of items: 200 Unit Outcome No of items % Unit 212: Air Fares and Ticketing (TTC, GTMC, Chameleon) Outcome 1: Describe IATA codes Outcome 2: Define IATA areas Outcome 3: Explain IATA terms and definitions Outcome 4: Identify fare types Outcome 5: Select the most appropriate fare for a given itinerary or journey Outcome 6: Construct fares Outcome 7: Interpret ticketing entries and associated document entries Outcome 8: Identify baggage allowances, taxes, fees and charges Outcome 9: Identify payments 20 30 40 40 30 10 15 20 20 15 200 100% 36 Level 2 First Diploma in Travel and Tourism (4872)

Unit 218: Children s Resort Representatives Paper No: 4872-218 Duration: 1 hour 15 minutes Assessment type: Online multiple choice No of items: 50 Unit Outcome No of items % Unit 218: Children s Resort Representatives Outcome 1: Contribute to the development of children through a children s club Outcome 2: Promote positive behaviour and manage conflict in a children s club Outcome 3: Describe health, safety, security and equal opportunities relevant to a children s club Outcome 4: Maintain health, safety and security of children in a children s club Outcome 5: Plan, prepare and deliver activities for a children s club Outcome 6: Maintain play resources and the environment in a children s club 10 6 6 6 7 10 22 13 13 13 17 22 45 100% Unit 220: Introduction to Business Travel Practices Paper No: 4872-220 Duration: 1 hour 30 minutes Assessment type: Online multiple choice No of items: 60 Unit Outcome No of items % Unit 220: Introduction to Outcome 1: Investigate Travel Management 3 5 Business Travel Outcome 2: Investigate information Practices technology used in Business Travel Outcome 3: Investigate business travel destinations Outcome 4: Investigate published and discounted air fares Outcome 5: Investigate travel services for the Business traveller Outcome 6: Investigate ancillary travel support services for the Business Traveller Outcome 7: Plan and construct Business Travel itineraries 6 6 9 18 6 12 10 10 15 30 10 20 60 100% Level 2 First Diploma in Travel and Tourism (4872) 37

4 Scheme regulations 4.10 City & Guilds Level 2 First Diploma in Travel and Tourism (360 hours) For learners to achieve the City & Guilds Level 2 First Diploma in Travel and Tourism, they must complete Unit 203 (60 hours) and Unit 204 (60 hours) plus a combination of any other units to bring the learner up to 360 hours (see below). Learners can work towards the units in any order and use the flexibility of the units to ensure that the learners individual needs are met 38 Level 2 First Diploma in Travel and Tourism (4872)

4 Scheme regulations 4.11 City & Guilds First Award in Travel and Tourism (180 hours) For learners to achieve the City & Guilds Level 2 First Award in Travel and Tourism, they must complete Unit 203 (60 hours) or Unit 204 (60 hours) plus a combination of any other units to bring the learner up to 180 hours (see below). The only exception to this is if they are taking the ABTAC/ABTOC endorsed pathways 180 hours (see below). Learners can work towards the units in any order and use the flexibility of the units to ensure that the learner s individual needs are met Endorsements will be offered to learners working towards the City & Guilds Level 2 First Award in Travel and Tourism (ABTAC/ABTOC). Level 2 First Diploma in Travel and Tourism (4872) 39

5 Units 5.1 Unit guidance All of the following individual units may be achieved and certificated individually. Learners individually achieving each of the following units 202, 203, 204, 206, 207, 208, 209, 211, 213, 216, 217 and 219 will be issued with a Certificate of Unit Credit (CUC) detailing the individual unit or units achieved. For example, City & Guilds Level 2 Certificate in Unit Credit: Customer Service Skills for Travel and Tourism. Learners achieving each of the following Units 201, 205, 210, 212, 214, 215, 218, 220, 221 and 222 will be issued with a Certificate detailing the individual unit or units achieved. For example, City & Guilds Level 2 Certificate in Travel and Tourism (Worldwide Destinations). Units The units in this qualification are: Unit 201 Worldwide Travel and Tourism Destinations Unit 202 Customer Service Skills for Travel and Tourism Unit 203 Selling Skills for Travel and Tourism Unit 204 Workplace Communications Skills for Travel and Tourism Unit 205 UK Travel and Tourism Destinations Unit 206 The Structure of the UK Travel Industry Unit 207 Retail Travel Services Unit 208 The Structure of the UK Tourism Industry Unit 209 Transportation for Travel and Tourism Unit 210 Additional Travel and Tourism Services Unit 211 Health and Safety for Travel and Tourism Unit 212 Air Fares and Ticketing Unit 213 Visitor Attractions Unit 214 Resort Representatives Unit 215 Introduction to Responsible Tourism Unit 216 Tourist Information Services Unit 217 Tour Operations Unit 218 Children s Resort Representatives Unit 219 Promotional Materials for Travel and Tourism Unit 220 Introduction to business travel practices Unit 220 Introduction to Business Travel Practices Unit 221 Introduction to Global Distribution Systems Unit 222 Meet and Greet Travel and Tourism Services Unit 223 Introduction to the National Rail Passenger Network 40 Level 2 First Diploma in Travel and Tourism (4872)