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Available courses

MANAGE TOUR DELIVERY

                               MANAGE TOUR DELIVERY.

 

UNIT CODE: TO/OS/TM/CR/03/6/A

 

Unit description: This unit describes the competencies required to manage tour delivery. It involves selling customized tour packages, Manage organised tour files, implementing detailed tour itinerary and performing effective post tour activities.

It applies in the Tourism Industry.

 

ELEMENTS AND PERFORMANCE CRITERIA

ELEMENT

These describe the key outcomes which make the workplace function

PERFORMANCE CRITERIA

These are assessable statements which specify the required level of performance for each of the elements.

(Bold and italicised terms are elaborated in the Range)

1.Sell customized tour package

1.1  Clients’ enquiries are responded to as per SOP

1.2  Clients’ details are confirmed as per SOP.

1.3  Destination is selected as per SOP.

1.4  Car rental services are selected as per SOP.

1.5  Accommodation requisition are entered as per SOPs.

1.6  Contract is entered as per SOP.

1.7  Tour file is opened as per SOP

   

2. Manage organised tour file

2.1  Customers’ payments for services are received and processed in line with the organisation’s policy.

2.2Suppliers are paid as per SOPs.

2.3All bookings are confirmed with the suppliers and clients as per SOPs.

2.4Tour accounting documentation is maintained as per SOPs.

2.5All requested services are reserved as per SOPs. 

2.6Customer information are updated as per SOPs.

2.7All reservations are confirmed with the suppliers and clients as per SOPs.

3. Implement detailed tour itinerary

3.1  Tour package information is assembled as per SOPs and SOP.

3.2  Tour field staff are briefed as per SOP and SOPs.

3.3Customer’s arrival procedures are conducted as per the clients itinerary

3.4Tour is commissioned as per SOP and SOPs.

3.5  Tour conducted as per SOPs.

3.6  Tour is executed as per SOPs

3.7  Contingency measures are put in place to manage unexpected occurrences as per SOPs.

4.Perform effective post tour activities

4.1  Feedback from client and field staff is received and documented as per SOP

4.2  Tour reports are prepared as per SOPs.

4.3  Future tours by clients are planned as per SOPs

4.4  Equipment used during the tour are returned as per SOPs

4.5  Network is built for future reference as per SOPs

4.6  Performance of clients is evaluated as per SOPs

4.7  Tour report recommendations are implemented as per SOPs.

 

 

RANGE

This section provides work environments and conditions to which the performance criteria apply. It allows for different work environments and situations that will affect performance.

Variable

Range

May include but is not limited to:

1.Clients details.

·       Name

·       Age

·       Contact

·       Email

·       Nationality

2.Tour package information

·       Itinerary,

·       Confirmed vouchers,

·       Tickets,

·       Welcome envelop

·       Brochures,

·       Maps,

·       Letters

3.Tour field staff

·       Driver guides,

·       Tour guides,

·       Airport representatives

·       Balloon safari pilots

4.Contingency measures

·       First aid kits,

·       Satellite communication system,

·       Emergency contact list

·       Customer briefing on dos and don’ts

 

REQUIRED SKILLS AND KNOWLEDGE

Required Skills:

·       Communication

·       Interpersonal relationship

·       Risk assessment

·       Analytical

·       Decision making

·       Problem solving

·       ICT skills

·       Negotiation

·       Report writing

·       Organizational

·       Leadership

·       Teamwork

·       Persuasion

·       Planning

·       Control

·       Numeracy

Required knowledge:

 

·       Tourism destination knowledge

·       Principles tour management

·       Legal aspects of tourism

·       Components of tourism products

·       Range of tourism suppliers

·       Customer knowledge

·       Service standards

·       Principles of sustainable tourism

·       Feedback mechanisms

·       Tourism source markets

 

 

EVIDENCE GUIDE

1.     Critical Aspects of Competency

Assessment requires evidence that the candidate:

1. 1Responded to Clients’ enquiries appropriately

1. 2Facilitated Contract signing.

1. 3Correctly opened a Tour file

1. 4Appropriately contacted Suppliers for availability of services.

1. 5Prepared and submitted Reservation documents appropriately

1. 6Received, recorded and communicated Confirmed bookings to customers timely.

1. 7Received and processed Customers’ payments for services appropriately

1. 8Appropriately paid Suppliers.

1. 9Correctly maintained Tour accounting documentation.

1. 10    Correctly reserved All requested services

1. 11    Correctly confirmed All reservations are with the suppliers and clients.

1. 12    Appropriately assembled Tour package information

1. 13    Correctly briefed Tour field staff

1. 14    Demonstrated understanding of Customers arrival procedures

1. 15    Timely commissioned and executed the Tour

1. 16    Implemented Contingency measures to manage unexpected occurrences

1. 17    Appropriately received and documented Feedback from client and field staff

1. 18    Prepared Tour reports.

1. 19     Appropriately implemented Tour report recommendations

2.     Resource Implications

2.1 A functional tour operations office

2.2 An institution with closely simulated tour operations training office

3.     Methods of Assessment

Competency may be assessed through:

3.1 Verbal questioning

3.2 Project

3.3 Observation

3.4 Third party report

3.5 Interview

3.6 Written test

4.     Context of Assessment

Competency may be assessed individually

·      on-the-job

·      off-the-job

·      workplace experience

5.     Guidance information for assessment

This unit may be assessed on an integrated basis with others within this occupational sector

 

 

 

TOURGUIDING TECHNIQUES

TOURISM PRODUCT DEVELOPMENT

Good [morning/afternoon/evening],
It is with great pleasure and enthusiasm that I welcome you all today!

We are truly delighted to have you here with us. Whether you are joining us for the first time or are a returning guest, your presence means a lot. This occasion is a celebration of ideas, collaboration, and shared purpose, and we are honored to have such a vibrant and diverse group gathered together.

Today marks an opportunity to learn, connect, and grow. As we embark on this journey together, let us be open to new perspectives, supportive of one another, and energized by the possibilities ahead.

Once again, a warm welcome to each and every one of you. Let’s make this experience enriching, inspiring, and unforgettable!

Thank you.

HOSPITALITY MANAGEMENT

TOUR OPERATIONS

UNIT CODE: TO/OS/TM/CR/02/6/A

 

Unit description:  This unit describes the competencies required to develop travel packages. It involves, identifying customer travel requirements, matching customer requirements with established suppliers’ contracts, developing travel itinerary and documenting travel packages and itineraries.

It applies in the travel industry.

 

ELEMENTS AND PERFORMANCE CRITERIA

ELEMENT

These describe the key outcomes which make the workplace function

PERFORMANCE CRITERIA

These are assessable statements which specify the required level of performance for each of the elements.

(Bold and italicised terms are elaborated in the Range)

 

1. Identify customer travel requirements

1.1 Customer contact is established in accordance with SOPs.

1.2 Customer travel requirements are identified and confirmed as per SOPs.

1.3 Customer information and identified requirements are recorded as per SOPs.

2. Match customer requirements with established suppliers’ contracts

2.1 Travel components are identified based on customer’s requirements and available travel products.

2.2 Supplier contracts are negotiated as SOPs. 

2.2 Customer travel requirements are matched with available supplier products and services as per SOPs.

3. Develop travel itinerary

3.1 Travel itineraries are designed based on customer preferences and SOPs.

3.2 Travel packages are costed based on itinerary designed.

3.3 Terms and conditions of the travel are identified and communicated as per supplier and SOPs.

3.4 Travel requirements are communicated to customers as per SOPs.

3.5  Travel proposal is provided to customer for consideration as per SOPs.

3.6  Travel services are booked as per SOPs.