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BNC/D Travel & Tourism

Unit 14: Roles & Responsibilities of Holiday Representatives

Produced by Claudia Maris

Assignment Timetable:

Assignment 1 & 2:
Handout: TBC
Hand in: TBC

Assignment 2
Handout: TBC
Hand in: TBC

All the above dates to be confirmed

rading Criteriac
½n order to pass this unit, the evidence that the learner presents for assessment needs to
demonstrate that they can meet all of the learningcoutcomes for the unit. The criteria for a
pass grade describe the level of achievement required to pass this unit.c
c
To achieve a pass grade To achieve a merit grade To achieve a distinction
the evidence must show the evidence must show grade the evidence must
that the learner is able to: that, in addition to the show that, in addition to the
pass criteria, the learner pass and merit criteria, the
is able to: learner is able to:

P1 describe the roles and
responsibilities for three
different categories of
holiday representatives
M1 compare the roles and D1 analyse how the roles and
responsibilities for two responsibilities of the holiday
categories of holiday representative can contribute
representatives to the overall holiday
experience

P2 identify and explain the M2 demonstrate effective D2 consistently project a

legal responsibilities of
holiday representatives in
four different holiday
situations
social, customer service confident, professional image
and selling skills when when dealing with customers
delivering a transfer in different situations.
speech and welcome
meeting

P3 describe the role played M3 deal effectively with

by holiday representatives in customers in different
creating a safe and healthy situations and accurately
holiday environment complete all relevant
documentation.
P4 use social, customer
service and selling skills to
deliver an arrival transfer
speech and plan and deliver a
welcome meeting, completing
appropriate documentation

P5 use social and customer

service skills to deal with
customers in different
situations, completing
appropriate documentation.
c c
3ssignment One

Scenario
Overseas recruitment and training is underway for Soleil Holidays and a series
of recruitment days has been planned in different locations around the country.
These will be followed by training programmes for successful candidates.

You are employed by Soleil Holidays as a holiday representative during the

summer season and this year, for the first time, you are working with the
overseas recruitment team for the winter months. You are keen to make a
positive impression.
Task 1 (will provide evidence for P1)

The recruitment packs will include information sheets with descriptions of the
roles and responsibilities of the different categories of holiday representative.
You have been asked to provide information sheets for three different types of
representative including one type of resort representative, for example
property, over-50s or 18-30s, plus two others selected from ski, transfer,
children·s and campsite representative.

Each information sheet must include a concise and clear written description of
that type of representative·s roles and responsibilities to the customer, to the
organisation and to suppliers, including (as appropriate) a description of roles
and responsibilities in respect of:

‡ meet and greet

‡ transfers and coach commentaries
‡ welcome meetings
‡ noticeboards and information booklets
‡ health and safety checks
‡ property visits
‡ selling, calculating payments and liquidations, including commission
‡ administration and paperwork
‡ problem solving
‡ non-routine incidents
‡ organising activities
‡ managing groups
‡ other category specific responsibilities.
½f you wish you could write these as ¶A week in the life of· descriptions, making sure
that these include all relevant roles and responsibilities for that particular
category of representative. All descriptions must be in your own words; it is not
sufficient to produce bulleted lists or tour operators· job descriptions.

Task 2 (completion of each scenario in Task 2 will provide evidence for P2)
As part of the recruitment process, applicants will be given scenarios to test their
awareness of the legal responsibilities of representatives and you have been asked
to prepare exemplar responses to the four scenarios that are going to form part of
the assessment.
For each scenario identify and explain:
‡ The legal responsibilities of the representative, indicating which laws or
regulations would be relevant to that particular situation (at least four different
laws or regulations should be included across the four scenarios)
‡ The contractual relationship between the tour operator and the supplier
‡ The contractual relationship between the tour operator and the customer,
including booking conditions where applicable
‡ The action that needs to be taken by the representative including liaison with the
resort office and the UK
‡ The reporting and recording process including the documentation that needs to be
completed.

Scenario 1
You are on duty at the Hotel Olympiad and receive a complaint from a customer
that the advertised sauna and gym in the hotel do not exist.

Scenario 2
You are on duty at the airport and have checked your transfer coach. You notice
that some of the seatbelts are not fastening correctly, including your own, and you
are also concerned that the coach driver has been on duty through the night due to
flight delays. ½t·s a five-hour transfer to the resort.

Scenario 3
One of your guests tells you that there are bottles and other rubbish littering the
children·s play area. You make a note to do something about it but are so busy that
you forget. Next day a lady comes to see you to complain that her son has fallen in
the children·s play area and that he has cut himself so badly on broken glass that he
has had to have stitches. The parent is furious that this could have happened and is
threatening to sue the company.
Scenario 4

One of your customers is a wheelchair user and says she was promised a ground
floor room. There are no ground floor rooms in the hotel but all floors are
accessible by lift so the customer is allocated a nice room with a balcony and sea
view on the sixth floor. On the third day the lift breaks down and will not be
repaired for at least 72 hours.

Task 3 (will provide evidence for P3)

Produce and give a PowerPoint presentation in which you describe the role played by
holiday representatives in creating a safe and healthy holiday environment. Begin by
identifying and describing health and safety risks and hazards in respect of:
‡Different types of accommodation
‡ Using specific facilities, for example swimming pool, children·s playgrounds, lifts
‡Fire safety
‡Hygiene
‡ Resort safety
‡ Transfers and coach safety
‡ Excursions and organised activities.

Describe the steps a representative needs to take to minimise these risks including:

‡ Providing information
‡ Routine procedures
‡ Reporting incidents
‡ Following Federation of Tour Operators (FTO) guidelines.
Task 4 (will provide evidence for M1)

You know that some applicants will find it difficult to decide which type of position
to apply for, so you produce a written comparison of the roles and responsibilities
(including legal and health and safety) of two different categories of
representative (for example a property representative and a campsite
representative), stating why any differences or similarities may exist.

Task 5 (will provide evidence for D1)

The recruitment team leader has been pleased with your contribution to the
recruitment days and has asked you to prepare a written conclusion for the
recruitment sessions in which you draw on your findings from previous tasks to
analyse the roles and responsibilities of the holiday representative in terms of
their contribution to the overall holiday experience. Make sure you consider their
role in relation to their responsibilities to the customer, suppliers and the
organisation.

Scenario

½t·s the summer season and you have returned overseas, working as a holiday
representative with Soleil Holidays.

Task 1 (provides evidence for P4)

Essential criteria for Tasks 1a and 1b:

‡ provide a welcome
‡ deliver in a friendly way
‡ use appropriate language
‡ meet the needs of a specific type of customer
‡ create rapport
‡ provide all information required for the situation
‡ demonstrate customer service skills throughout in terms of good product
knowledge and awareness of customer needs
‡ use informal and formal communications
‡ dress appropriately
‡ use appropriate pace and tone for listeners to absorb the information being given
‡ use appropriate body language.
a) You have been on duty at the airport and are now transferring a group of
holidaymakers to their accommodations in resort.

Deliver a well-structured arrival transfer speech to a group of passengers,

demonstrating effective use of a microphone. The content must be suitable for the
customer and you must include:

‡ Welcome and introductions

‡ Safety and comfort on the coach
‡ Transfer details
‡ Country information, eg time, weather
‡ Resort information
‡ Promotion of excursions and company services
‡ Accommodation check-in procedures

b) Plan a welcome meeting by:

‡ arranging invitations
‡ designing a room layout plan
‡ organising promotional materials
‡ producing visual aids.

Deliver a well-structured welcome meeting to a group of holidaymakers, ensuring

you meet the requirements below:

‡ use natural voice

‡ ensure that the content is suitable for the audience
‡ provide resort and accommodation information
‡ provide safety information
‡ use sales techniques to promote at least two suitable excursions to meet customer
needs, highlighting features and benefits, up-selling and attempting to close the
sale
‡ complete paperwork, including tickets and receipts
‡ respond to queries from two holidaymakers.

To achieve M2 you must also demonstrate that you have:

‡ used effective social, customer service and selling skills when carrying out Tasks
1a and 1b.
Task 2 (completion of both scenarios in Task 2 will provide evidence for P5)

While in resort you must use social and customer service skills to deal with
customers in different situations and complete appropriate documentation.
When dealing with both of the scenarios you will need to provide evidence that you
have:

‡ dealt appropriately with different customers

‡ demonstrated listening skills
‡ handled a complaint
‡ empathised
‡ found solutions
‡ met customer needs
‡ used effective verbal and non verbal communication
‡ completed appropriate documentation.

Scenario 1
You arrive at the Hotel Luxus to find that they have overbooked the
accommodation and you have to break the news to Mr and Mrs French that they are
going to have to move to the Hotel Spa next door. Both hotels are officially four
star but the Hotel Spa is £50 per person cheaper per week and it does not have a
swimming pool. Mr French is not happy and you need to find the best solution. Role
play the situation and complete any necessary documentation.

Scenario 2

An elderly customer, Mrs O·Leary, has been mugged just outside the hotel. She has
had her handbag stolen, containing her passport, credit card and traveller·s
cheques.

Mrs O·Leary is very upset and the hotel receptionist has called you to come and
deal with the situation. Role play the situation and complete any necessary
documentation.

To achieve M3 you must also demonstrate that you have:

jc Dealt effectively with different customers in two complex situations
jc Accurately completed all relevant documentation
jc Displayed appropriate social and customer service skills throughout both
scenarios in Task 2.
To achieve D2 you must also demonstrate that you have:
‡c Consistently projected a confident, professional image throughout Tasks 1a,
1b and for both scenarios in Task 2
‡c Dressed appropriately and professionally, including name badge
‡c Projected a professional company image in all verbal and written
communications
‡c Completed documentation accurately and to a standard appropriate to the
industry.