Travel Services Level 3 Occupational profile

Occupational profile

During the apprenticeship you will learn:

• what the travel services industry is, the culture of the industry and why delivering a customer experience to meet and exceed customer’s expectations is so important to travel businesses
• the importance of key behaviours in the travel industry including constructive communication with a range of individuals and groups, flexibility in approach and response, personal conduct, using initiative and working well independently and as part of a team
• the range of businesses and organisations in the travel industry, their differences and similarities and the variety of roles and progression opportunities that are available
• the importance of the travel industry to the Northern Ireland economy and how this impacts the products and services offered as well as the nature and development of the industry
• about the relevant organisational policies and procedures as well as government legislation and regulations relevant to the role

Knowledge

Upon completion of the apprenticeship you will:

• know how to interact and communicate with customers professionally and how to provide them with the information that will best meet their needs and requirements
• know the travel products and services offered to customers by your business including holiday packages, accommodation and flights, and be able to match them to your customers’ needs and requirements
• know the features of a positive customer journey or experience, your role in creating and delivering one and how this can impact on your business and the industry
• know customers’ preferred method(s) of booking travel packages, products and tours and the need to provide a flexible service to support this process
• know your business’s policies and methods for dealing with customer dissatisfaction or complaints
• understand the importance and methods for gathering and acting upon customer feedback
• understand the importance of using appropriate methods of communication that are suitable for different situations and individuals’ needs and requirements in a variety of travel industry contexts including those used with customers present and not present.
• understand how to work with people from a wide range of backgrounds and cultures
• know about the travel destinations and geography relevant to your role and business, including specific local knowledge such as departure points, and how it can be applied to services and products to meet the needs and requirements of customers
• know about essential information relevant to the travel destinations and associated geography offered in your business’s products and services including visa and entry requirements, culture, traditions and customs, impact of time zones, climate, medical and health, currency and financial considerations, and government advice
• know the unique selling points of your business’s products and services such as those linked to accommodation and resorts and understand how to match their features to benefit the customer and create an enhanced competitive proposition
• know the methods and processes used by your business to plan and organise customers’ travel and holiday packages and how they fit into your role
• know the different types and roles of suppliers used by your business and the industry including airlines and accommodation
• know how to use the different systems, digital or physical, used by your business to create holiday and travel packages
• know the correct terminology and language used by your business and the industry including organisations and schemes such as ABTA and ATOL
• know timescales and deadlines for planning and organising travel and holiday packages and make sure that these are communicated to customers
• know your business’s processes and policies about dealing with unforeseen or unplanned changes to holidays and travel packages and how to use them to ensure that your customers still have a positive experience
• know how and where to locate important information to support customers including passport, visa and entry requirements, travel insurance and currency exchange
• know about additional services provided by your business, or associated approved suppliers, which can support and improve your customers’ experience such as transfers and additional transportation, entertainment
• Provide customers with accurate and up-to-date advice and information about travel support services, in line with business policies and your customers’ needs, requirements and wishes.
• be proactive in maintaining your knowledge of services provided by your business, or associated approved suppliers, which could be of interest to customers by speaking to 5 Knowledge and Understanding (Know it) Skills (Show it) Behaviours (Live it) and events, trips and activities, insurance and currency exchange
• know the business’s values and vision, as well as its main competitors, and how the business fits into the wider context of the travel industry
• know how the business is structured and how your role can contribute to the business achieving targets maximising profit and minimising loss
• know how to use the different systems used by your business in the sale of products and services to customers
• know how to store and record customers’ information and data safely and to process transactions lawfully in compliance with travel industry and government regulations, business policies and relevant legislation
• know your business’s policies and expectations about sustainability and the environment and how it may apply to the tasks and duties that you carry out daily
• understand how personal behaviours and discipline while at work, such as time management and personal appearance and presentation, can impact business’s reputation and performance
• know security policies and procedures used by your business, and any relevant legislation, including those linked to the use of business premises, cyber and digital security, travel fraud as well as the recording and storage of records and information
• know how GDPR (General Data Protection Regulations) apply to bookings and transactions, as well as any other tasks linked to customers’ and colleagues’ personal details, and how this impacts the recording and storing of information
• understand how health, safety and security is important to your business and customers, as well as the industry in general, and how following correct policies and procedures daily is a necessary part of your role
• know your individual areas of strength and areas in which you might need to improve or develop
• know your individual and team sales targets, where appropriate, how they are developed and how they can impact your professional development as well as the performance of your business
• understand how good planning and organisation affects both your professional performance and development and how it impacts customers and the business in general

Skills

Upon completion of the apprenticeship you will:

• provide customers with information which is accurate and concise, consistently relevant to their needs and requirements and is communicated to them professionally and in line with your business’s policies and codes of conduct
• provide customers with accurate and up-to-date information about the travel products and services offered by your business and be able to explain how they meet customers’ needs and requirements
• use different strategies and techniques to provide a positive customer journey or experience from initial enquiries to booking and post-travel, depending on your business’s needs and requirements and the responsibilities of your role
• use different methods of booking travel packages, products and tours, and adapt their use when necessary, according to your business’s systems and policies and its requirements
• use the correct methods when dealing with customer dissatisfaction or complaints in line with business policies and use the correct systems to pass on any information to relevant colleagues
• collect customer feedback and pass on relevant information to the appropriate people using the correct channels according to your business’s requirements and policies
• communicate accurately and effectively with others, including customers, colleagues and external suppliers where appropriate, in line with business culture and the situation, to achieve positive results
• aim to put people at ease, adapting products and services as appropriate, ensuring that they feel welcome, and their needs and requirements have been listened to and relevant information provided
• match products and services offered by your business to the needs and requirements of customers and provide advice and guidance where appropriate
• source and provide accurate, up-to-date and relevant information that will ensure that customers have a positive experience and enhance and promote the business’s reputation
• match customer needs to products and services, and identify opportunities to upsell, suggest alternatives, introduce an enhanced competitive offer when appropriate and always aim to maximise profit when closing the sale
• follow your business’s methods and processes when planning and organising your customers’ travel and holiday packages
• use different products and services provided by suppliers to your business correctly in line with your role and business’s policies
• use the systems available in your business correctly, and in line with business policies, when creating holiday and travel packages
• use the correct terminology and language when carrying out your role on a daily basis
• make sure that all timescales and deadlines are noted and then met when planning and organising travel and holiday packages for customers and use their preferred methods of communication for keeping them updated
• use and apply the correct processes and policies when dealing with changes and unforeseen issues with customers’ holidays and travel packages and communicate any relevant or important information to customers promptly and professionally
• provide customers with all relevant important information in line with business policies as well as industry bodies and schemes such as ABTA and ATOL and government regulations and legislation
• provide customers with accurate and up-to-date advice and information about travel support services, in line with business policies and your customers’ needs, requirements and wishes
• provide customers with service and perform activities and tasks that reinforces and enhances its reputation and profitability
• use appropriate processes and procedures in line with business requirements and structures and perform tasks, including payments and transactions, with due care to minimise unnecessary financial loss
• use the available systems correctly when selling products and services to customers making sure that you are aware of any relevant policies and regulations
• conduct business complying with travel industry and government regulations, relevant business policies and maintain up-to-date knowledge to ensure accuracy and compliance
• carry out daily tasks in line with your business’s policies and expectations about sustainability and the environment
• be prepared and organised in your approach to work, for example arriving on time and ensuring that personal appearance and presentation is professional and in line with business standards and policies
• apply security policies and procedures when completing everyday tasks and activities and use them to ensure that you recognise and avoid risks and are complying with the law
• when completing bookings and transactions make sure that you always follow the correct policies and procedures highlighted by your business in line with government regulations
• make sure that you are consistently following the correct policies and procedures and complete all additional training activities
• be self-aware, using your strengths to make sure that your customers have a positive experience and noting when you could have done something differently or better so that you can then discuss it with colleagues to work out how this could be achieved
• regularly check your sales targets, and those for your team, monitoring progress and identifying, through discussion and feedback from colleagues and customers, how you can improve
• apply good planning and organisation practices in your everyday activities and role including keeping your working area tidy, managing your work schedule or diary and putting away belongings and materials in the correct locations

Behaviours

Upon completion of the apprenticeship you will:

• approach training opportunities about communicating and interacting with customers positively and enthusiastically, ask for help from colleagues when necessary and listen carefully to the needs and requirements of customers, making notes and asking questions when necessary
• actively maintain an up-to-date and accurate working knowledge of the travel products and services offered by your business by regularly reading through relevant digital and/or hard copy literature and talking to colleagues and other relevant people
• listen carefully to all information and guidance on customer journeys and experiences, making notes and doing additional research where needed, and participating actively in associated training and professional development opportunities
• proactively maintain up-to-date knowledge of booking methods used by your business and use initiative where appropriate to adapt their use to meet customers’ needs and requirements and those of the business
• make sure that you fully understand your business’s policies and methods for dealing with customer dissatisfaction and complaints, remaining calm and professional at all times, and consistently use any feedback from customers and colleagues to improve your professional performance, signposting any potential areas for general business practice improvement to your manager
• take feedback from customers seriously and actively improve your customer service, in line with business standards, proactively supporting the reputation of the business
• take a friendly and professional approach when communicating and interacting with others according to business standards and expectations
• always operate fairly and professionally, demonstrating pride and enjoyment in your role
• be proactive in ensuring that knowledge about relevant travel destinations and geography is up-to-date and accurate and that customers’ needs and requirements are met through listening actively, ongoing research and communicating effectively with colleagues and other sources
• ensure that your knowledge about essential information relevant to the travel destinations and associated geography offered by your business is consistently up-to-date and accurate through research and active communication with colleagues and other sources
• demonstrate commercial awareness and consideration for customers’ needs when selecting and combining elements of tours and packages and promote customer confidence by demonstrating a passion and belief in the products and services being sold
• make sure that your knowledge and understanding of the methods and processes used by your business are current by paying attention to updates, speaking to colleagues and actively taking part in training
• listen and make note of information about suppliers and make sure that you ask for help and guidance from colleagues and your line manager if you have any gaps in knowledge or areas in which your understanding is not clear
• make sure that you listen carefully to instructions on how to use different systems, actively take part in any training, asking colleagues for help and support when needed
• always listen carefully to explanations and guidance about terminology and language, making notes and asking for help and support from colleagues and your line manager where necessary
• actively keep your calendar updated and accurate noting any information about timescales and dates, and then regularly check it and act on any key points in advance
• be consistently prompt, in line with timescales given by your business, in dealing with issues and changes to customers’ holidays and travel packages and take a professional approach to communicating them to customers using their preferred methods of correspondence
• listen carefully to instructions about how and where to locate important information, actively participate in any additional training and make sure that your knowledge and understanding of the relevant policies, regulations and legislation is up-to-date and accurate
• be proactive in maintaining your knowledge of services provided by your business, or associated approved suppliers, which could be of interest to customers by speaking to colleagues, reading all relevant documents and messages and doing research
• Actively support the reputation, and values and vision, of the business and be aware of how it compares to its competitors and in the wider context of the travel industry
• carry out tasks with consideration for any potential impact on costs and financial considerations for the business
• Listen carefully to all instructions about the systems used by your business, making notes where necessary, and actively take part in any additional training offered and speak to colleagues about any issues or concerns
• be proactive in ensuring that your knowledge about business policies, regulations and legislation about storing and recording customers’ information is up-to-date and accurate
• actively follow the business’s policies and expectations about sustainability and the environment, making sure that your working knowledge is up-to-date and pass on any ideas about possible improvement to the appropriate individuals or departments
• organise your own work and be confident in asking for support and guidance where necessary, actively participating in any performance reviews and training then acting on feedback relating to personal performance
• actively keep your knowledge and understanding of security policies and procedures up to date by reading any relevant documents and notifications and communicating with colleagues
• always be professional in your approach to recording and storing information and be proactive in completing any training offered, asking or notifying colleagues quickly about any concerns or problems
• be proactive in your approach to health, safety and security and any training provided by your business
• be proactive in your approach to your professional development by listening to feedback from colleagues and customers and participating positively and enthusiastically in performance management meetings and activities
• actively try to meet your sales targets and contribute, where appropriate, to the achievement of those set for your team
• be enthusiastic about being organised and take pride in your work and workplace supporting your colleagues and business by making sure that your area is consistently organised and tidy, putting away belongings and materials soon after use in the correct locations, and tidying up after yourself

Transversal skills

Self-management

Accept responsibility for yourself.

Typical performance evidence at basic level will show you:

• take action on what has to done without having to be told
• work unsupervised
• react appropriately to situations
• be open to new processes and situations

Working with others

Work collaboratively both internally and with external customers and an awareness of interdependence.

Typical performance evidence at basic level will show you:

• understand and provide customer service as it applies to role both internally and externally
• empathise with others’ point of view

Citizenship/ taking part in society

Understand and be considerate of the differing needs of different individuals and groups.

Typical performance evidence at basic level will show you:

• engage with individuals with different backgrounds and different needs
• show respect for the environment

Work professionalism

Behave appropriately and with a professional attitude.

Typical performance evidence at basic/intermediate level will show you:

• show professional loyalty
• focus on maintaining quality

Problem solving and decision making

Weigh up the pros and cons of new situations and identify key issues.

Typical performance evidence at basic level will show you:

• take action without being given step-by step guidance and supervision
• use own mistakes and successes as a learning process

Numeracy

Use data and arithmetic to support evidence or demonstrate a point.

Typical performance evidence at basic level will show you:

• apply numerical concepts

Digital literacy

Find, evaluate, utilise, share, and create content using information technologies and the Internet.

Typical performance evidence at basic/intermediate level will show you:

• format, organise and manage files and data

Communication and literacy

Use verbal, non-verbal and written communication and an awareness of the interpersonal skills of effective listening, negotiating, persuasion and presentation.

Typical performance evidence at basic/intermediate level will show you:

• give and receive feedback
• justify ideas and opinions
• evaluate other people’s ideas

Literacy and numeracy

At entry, apprentices must have previously completed application of number level 1, communication level 1 and information and communication technology (ICT) level 1 or GCSE equivalents. At the end of the apprenticeship programme candidates must achieve the above essential skills at level 2 or equivalent qualifications.

Accreditation of prior experiential learning (APEL) may be applied.

Progression

Progression from this apprenticeship is expected to be through career and professional development into a role with increased duties and responsibilities including some supervisory and leadership as well as within the broader context of the performance and vision and values of the business/employer.

Additionally, progression can be demonstrated through the completion of the Travel Services apprenticeship at Level 3.

The following websites are useful to help apprentices plan career progression:

• Careers

• National Careers Service

National occupational standards (NOS)

Every framework must be underpinned by national occupational standards which will show the standards of performance you must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding.

• sell travel-related products and services
• process travel services bookings
• process travel and tourism services payments
• assist customer prior to and after travelling
• ensure your own actions reduce risks to health and safety
• research travel and destination information
• develop and maintain your effectiveness at work
• arrange non-multi-sector air travel
• sell tourism-related products and services
• identify and provide travel and tourism related information and advice
• collect and maintain travel and tourism data
• help customers to choose and book travel services
• arrange travel itineraries
• organise your work and personal development
• obtain and analyse customer feedback PPLTT26 Build and maintain customer profiles
• sell multi-sector air travel
• contribute to maintaining the quality of travel and tourism operations
• generate increased travel and tourism sales
• build and maintain face-to-face relationships with customers
• manage accommodation and transfers
• build and maintain relationships with customers not present
• maintain a professional social network
• advise customers on the implications of information which impacts on their travel arrangements
• demonstrate professional brand and organisational values and standards
• monitor and communicate information which impacts on customers’ travel arrangements
• undertake your duties in a sustainable way in your workplace
• establish your customers’ interest in sustainable travel and tourism option

Assessment

As part of the qualification re-development a common assessment strategy has been developed covering in full the skills, knowledge and behaviours together with common assessment structures to include on-programme assessment.

It is expected that the assessor for these qualifications will use a range of assessment methods, the primary methods of assessment will be questions, observations, professional discussion and products of work, however, the assessor may also use other appropriate methods, for example, witness testimony.

The assessment strategy also reflects the competence requirements for assessors.

Further information

Further information can be found at: National Occupational Standards