LV 3 U4 assignment 2(2)

BTEC Assignment Front Sheet

Learner Name: Emanuel Namasivayam

Qualification: BTEC Level 3 (90 Credit) Diploma in Travel & Tourism

Units Covered: Customer Service in Travel and Tourism Unit Numbers:

Assignment Issue Date: 15/01/2016 Assignment Due Date: 04/03/2016

Assignment Title Delivering Excellence Assignment No 2/2

Duration (approximately) 7 weeks (Individual roleplays will be allocated within this time)

Assessor’s signature in this grid indicate which criteria have been awardedCriterion

PASSAssessor Signature

CriterionMERIT

Assessor Signature

CriterionDISTINCTION

Assessor Signature

P3 M2 D2

P4 M3

P5

I certify that the work submitted for this assignment is my own. I have clearly referenced any sources used in the work. I understand that false declaration is a form of malpractice.

Learner’s signature: Date: / /

Assessor to confirm that the learner work is authentic.

Assessor’s signature: Date: / /

Resubmission (if applicable) If any of the assessment criteria for this assignment have not been met, a resubmission may be permitted. Resubmissions are permitted only once and must be authorised by the Lead Internal Verifier. (NOTE: NOT Applicable to Level 1 and Level 3 Year 2)Requirements for resubmission:The learner has met initial deadlines set in the assignment, or has met an agreed deadline extension. The assessor judges that the learner will be able to provide improved evidence without further guidance The assessor has authenticated the evidence submitted for assessment and the evidence is accompanied by a signed-and-dated declaration of authenticity by the learner.Feedback Date 18/03/2016 Resubmission Due Date:

(10 working days from feedback)Resubmission requested on:

Resubmission AuthorisedLead IV Name:

Lead IV Signature:

Resubmission met Assessor Signature:

Assessor Name: Kalpana Paulin Submission is: ON TIME / LATE

Internal Verifier Name: Lesley Earl IV Signature:

Date of IV: Lead IV Name:

Lead IV Signature: Kalpana Paulin Lead IV Date:

South Thames College Pearson BTEC Assignment Brief Pro-Forma 2014 - 2015

Criteria covered by this task:

Unit Number 4 Task Number 1 To achieve the criteria you must show that you are able to:

Criterion Achieved

Y/N Feedback P3Describe the customer service skills required to meet customer needs in travel and tourism contexts.

See Separate Observation Record

P4Demonstrate customer service skills in travel and tourism situations.


P5Demonstrate selling skills in a travel and tourism situation.


M2Deal independently with customers in travel and tourism situations.


M3Demonstrate effective selling skills in a travel and tourism situation.


D2Demonstrate good product knowledge, customer service and selling skills to provide a consistently high standard of customer service in different situations.


General Comments

SPaG

Presentation

Use of sources

South Thames College Pearson BTEC Assignment Brief Pro-Forma 2014 - 2015

BTEC Assignment Brief

Task 1: Specify the Assessment criterion P3, P4,P5, M2, M3, D2ScenarioYou are a Resort Representative working for Thomson overseas. Your Resort Manager has asked that prior to selling an excursion you describe the customer service skills required to meet customer needs in the form of a presentation. They have then asked you to sell an excursion to a family after you have delivered the welcome meeting and complete some paperwork. The Resort Manager will be observing your performance and selling skills.

Assessment Evidence

A. You are required to work in groups and present a presentation describing the customer service skills required to meet customer needs in travel and tourism situation. You are required to cover the following:Communication skills

Face to faceTelephone e.g. call centreBuilding a rapportEffective listeningQuestioningDeveloping a dialogueNon-verbal communication e.g. body language, eye contactWritten communication

PresentationOf self-e.g. hygiene, dress, personality, appearanceWorking environmentTeamwork MotivationTeam rolesDelegation of tasksLines of authorityBenefits of teamwork to colleagues, customers and the organisationBusiness skills Completion of documentation e.g. tickets, formsUse of IT e.g. email, computerised reservations system (CRS), internetBusiness standards e.g. accuracy, legibility, business conventionsComplaint handling skillsListeningQuestioningEmpathisingUnderstanding the problemTaking control of the situationAgreeing solutionsFollow upSelling skills Building a rapportEstablishing customer needs and expectationsProduct knowledgeFeatures and benefitsOvercoming objectionsClosing the sale

You can work in groups (maximum 4-5 people) but each of you must show evidence of your input. Your presentation must include relevant Travel and Tourism examples. An observation record will be completed by the assessor.

B. You will be required to carry out role-plays with customers with complex needs demonstrating customer service skills/selling skills. You will be required to demonstrate customer service skills in at least three situations, and one covering complaint handling

PPP – Presentation

skills. Throughout you will need to independently and effectively apply customer service/selling skills in all situations, Demonstrating good product knowledge and provide consistently high standard in different customer service situations.

Attached is a copy of the paperwork required and the role-play assignment.

Role-playPaperworkLetter

Sources of Information:The following sources of information can be used to support you in completing this task:

STC Blackboard- LibraryBooks BTEC First Travel Atlas UK and Europe Edition (Columbus Travel Publishing/Edexcel Ltd, 2006)ISBN 1846900050Dale G – BTEC Level 3 National Travel and Tourism Student Book 1 (Pearson, 2010) ISBN 9781846907272Dale G – BTEC Level 3 National Travel and Tourism Student Book 2 (Pearson, 2010) ISBN 9781846907289Dale G, Kelly M, King C and Jefferies M – BTEC Level 3 National Travel and Tourism Teaching Resource Pack(Pearson, 2010) ISBN 9781846907296James E, Thirlaway J and Woodhouse U – BTEC National in Travel and Tourism (Hodder Education, 2007)

WebsitesDCMS www.culturegov.ukEnglish Heritage www.staruk.org.uk/www.english-heritage.org.ukEnjoy England www.enjoyengland.comExamples of destination tourism sites www.peakdistrictonline.co.ukwww.skegness-resort.co.ukwww.stratford-upon-avon.co.ukExamples of regional tourist boards www.visitsouthwest.co.ukwww.yorkshire.comInbound tourism profiles www.tourismtrade.org.ukNational Statistics Online www.statistics.gov.ukNorthern Ireland Tourist Board www.nitb.comStar UK – statistics on tourism research www.starUK.org.ukThe National Trust www.nationaltrust.org.ukThe National Trust for Scotland www.nts.org.ukUK Experience (UK holiday brochures) www.theukexperience.comUK Inbound

General Assignment Instructions:

1. Include a header with your name, College ID Number, Unit number and title, South Thames College and Centre No: 11058

2. Include page numbers3. Reference your work appropriately and include a Bibliography 4. Type assignments using Font: Arial, size 12

RECEIPT FOR Extension in DeadlineLearner name: Unit Title: Customer Service in Travel and Tourism Unit Number: 4

Assignment Title: Delivering excellence Assignment Number: 2/2

Reasons for requesting Extension:

Reason accepted: Y/N New Submission Date

DeclarationI am satisfied that the information provided on this form is accurate and I agree the new submission date.

Lecturer name (Print):Signed: Date:

Extension Authorised by Lead IV Name:

Yes / No Lead IV Name Signature Date:

RECEIPT FOR SUBMITTED ASSIGNMENT

A receipt will only be issued if both learner and staff member are present at the point of submissionNOTE: Possession of a signed receipt does not imply a grade has been issued or that the assignment was submitted on time

Instructions for use:

Learner: Enter your name, the unit title, unit number and assignment title/number below. Cut/tear off the receipt before giving both assignment and receipt to your assessor

Assessor: Return signed and dated receipt to learner

Learner to complete before detaching receiptLearner name: Unit Title: Customer Service in Travel and Tourism Unit Number: 4

Assignment Title: Delivering excellence Assignment Number: 2/2

Assessor signature Date/time:

Role play scenarios & written communications

1. You need to show your business skills by handling complaints completing documentation – Role Play 1

You are working for First Choice holidays as a representative in the Costa del Sol. Mr and

Mrs Browne have contacted you to complain about their room. (You can decide what is

wrong with the room).

With a partner(s) you are asked to role play the scenario dealing with the complaint and

completing the following customer service report form appropriately.

2. Overseas Representative demonstrating customer service and sales skills – Role Play 2

You have just finished your welcome meeting and are conducting your one to ones with

your guests. Recognising that this is an opportunity to earn commission you have come

prepared to sell excursions and approach the Khan family. This is their first time in Majorca

and they are unsure what to do. They are therefore relying on you as their holiday

representative to match their needs and budget to an excursion in your programme of

events.

In the Khan family are Mr and Mrs Khan, their two grown-up children and their young

daughter. The younger daughter is in a wheelchair.

Using your knowledge of Majorca and the excursions on offer, together with your customer service and selling skills, sell an appropriate excursion that will meet the needs of the customer.

Example of an excursion sales form

Company name and logoThank you for booking your excursion to: Majorca

………………………………………………………

Name: Ms Khan Room number :205

Name: Mrs Khan Room number :206

Pick up point: Majorca hotel

………………………………………………………………………………………

Time of pick up: 10.00am

Total cost: £260

Additional Information: One of our colleagues will be guiding to the places which they have been

asked for example the canary islands.

Representatives name: ……………………………………………………………………………

Representatives signature: ……………………………….. Date: ………………………………

3. You will be required to take a telephone call and make notes on the message pad – Role play 3

With a partner you are required to act out a role play handling telephone call. You work in

reception for a large hotel chain and receive many different enquires from customers and

messages for staff and guest. You need to think of a telephone enquiry and how you may

answer that call. You must demonstrate excellent customer service and call handling skills

at all times.

Each group will be given dates and times to carry out their role plays

Documents

LV 3 U4 assignment 2(2)