SOUTH AFRICAN QUALIFICATIONS AUTHORITY (SAQA)
NATIONAL CERTIFICATE IN GENERAL TOURIST SERVICES NQF LEVEL 4 1. 2. 3. 4. 5. 6. 7. Field: Sub-field: Level: Credits: Issue date: Review date: Rationale for the Qualification 11: Services Hospitality, Tourism, Travel, Gaming and Leisure 4 Minimum of 136
This Certificate is planned to replace the National Certificate: Tourism: Car Rental (ID 17492). Improvements in qualification development have required major changes to the abovementioned qualification. In addition, industry role-players have required changes in the structure and content of that qualification. During the development of this qualification it became clear from the industry that a qualification at this level aimed uniquely at the vehicle rental industry was not required. Rather the need is for an NQF level 4 qualification in General Tourist Services, with elective options which covered the industry more broadly. This would also include the vehicle rental portion of the industry, as well as allow articulation into the information and advisory services arm of tourist support.
In particular, SAVRALA (Southern African Vehicle Rental and Leasing Association) support the development of the range of qualifications which includes this Certificate, and have assisted with the development thereof.
This National Certificate in General Tourist Services, then, will provide a qualification which both meets registration requirements, and the need in the industry. This qualification will form part of the identified Sectoral Qualifications Framework, and will allow for portability and articulation into a variety of career development areas.
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Purpose of the Qualification
This Certificate in General Tourist Services is for utilisation by a wide-spread, national audience. Many entrants, potential entrants, and incumbents in the hospitality, travel and tourism areas will be able to make use of this qualification.
In the main those currently employed, or intending to become employed, in any area of the travel and tourism arena would be the persons most likely to be attracted to this qualification. It is aimed particularly at front desk agents in any and all public and private tourism organisations. It provides grounding in knowledge of the industry as well as customer service. Besides this, specific occupationally-related skills will be covered in the qualification. Based on the range of elective choices, areas which will be covered include Travel, Vehicle Rental, Foreign Exchange, and tourism and travel Information and Advice and/or Assistance centres.
This qualification has been developed to enable both vertical and horizontal articulation.
Level, credits and learning components assigned to the Qualification
This Certificate is made up of a planned combination of learning outcomes that have a defined purpose and will provide qualifying learners with applied competence and a foundation for further learning.
The qualification is made up of Unit Standards classified as Fundamental, Core and Elective. A minimum of 136 credits is required to complete the qualification.
A minimum of 31 elective credits must be achieved in order to qualify for this Certificate.
In this Certificate the total credits available are allocated as follows:
Fundamental Core Elective
66 credits 39 credits 99 credits
32% 19% 49%
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Table showing spread of Unit Standard credits across NQF levels in Fundamental, Core and Elective Components
Component Fundamental Core Elective Total
Level 3 20 0 0 20
Level 4 46 25 61 132
Level 5 0 14 38 52
Total 66 39 99 204 Min 136
Table indicating the Unit Standards contained in the Fundamental, Core and Elective Components of the National Certificate in General Tourist Services: NQF Level 4 FUNDAMENTAL ID Title Communication – First Language 8974 8975 8976 12155 Engage in oral communication and spoken text Read and respond to text Write for a wide range of contexts Apply comprehension skills to engage written text in a business environment Communication – Second Language 8968 Accommodate audience and context needs in oral communication 8969 8970 8973 Interpret and use information from text Write text for a range of communicative contexts Use language and communication in occupational learning programmes Mathematical Literacy 7468 Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues 4 6 3 3 3 5 5 5 3 5 4 4 4 4 5 5 5 5 Level Credits
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Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems
Represent, analyse and calculate shape and motion in 2 and 3 dimensional space in different contexts Personal Development
8561 RW NEW CORE
Function in a team Conduct business in a professional manner
Business skills 110025 7782 RW Process data using information technology Analyse the business environment and operate within that environment Customer Contact 7789 RW NEW Provide customer service Relate cultural diversity to customer service Tourism Knowledge 7935 RW Analyse the tourism industry and the links between the various sectors NEW 8480 RW ELECTIVE NEW 7949 RW 8642 RW Travel Operate a Global Distribution System (GDS) Process payments in accordance with the Billing and Settlement Plan (BSP) Vehicle Rental Operate within the vehicle rental system Foreign Exchange 7246 7788 RW Provide a banking-related basic financial solution involving foreign exchange Utilise a standard travel and tourism industry accounting system and process charges and remuneration Explain the Finance Intelligence Centre Act, Act 38 of 2001 and its implications for client relations Information & Assistance Introduce South African heritage to tourists 4 5 11 7 5 5 4 16 5 15 Demonstrate and apply understanding of the main issues of responsible tourism Introduce South Africa to tourists 4 4 5 7 5 5 4 5 8 4 4 5 5 5
14506 8598 RW
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NEW 8551 RW 7787 RW 7946 RW 8600 RW
Display cultural awareness and explain diversity and unfair discrimination in South Africa Generic Oversee arrival and departure of customers Evaluate and sell products or services Arrange travel insurance in line with legal requirements Care for customers
4 5 4 4 TOTAL
3 10 7 3 204 Minimum 136
After the registration of this qualification, new learning areas, or work contexts, may be identified which more aptly suit a particular situation or which may better empower the learner. Furthermore other external factors, such as legislation and changes in technology, may impact on the content and suitability of the qualification. Therefore appropriate unit standards of sufficient credit value at an acceptable NQF level may be added as elective options to meet the changed requirements, subject to consultation with the relevant industry sector and approval by the appropriate ETQA. It must be noted that this allowance may not be applied to core or fundamental unit standards in the qualification.
Rules of combination
All Core and Fundamental unit standards are compulsory. In the Elective, credits to value of at least 31 must be selected. Learners completing this qualification should select a stream or field of study from those identified in the Electives. The learner must then complete the relevant Elective pillar for the stream or field selected and finally select any remaining required credits from the Generic pillar within Electives.
Access to the Qualification
There is open access to any learner, including those employed in the travel or tourism sub-sectors, who is able to arrange for assessment of the selected unit standards and exit level outcomes in a travel or tourism sub-sector work environment.
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There are no restrictions to access, as pre-requisite qualifications can be achieved through learning or experience, via RPL. No learner or class of learner may be discriminated against with relation to this Certificate. 11. Learning assumed to be in place
Learners starting to access this qualification will have demonstrated competence against the relevant Numeracy standards as well as the Language Literacy standards in the Language being offered by the service provider at NQF Level 3, either through a previous qualification, or through the process of Recognition of Prior Learning (RPL), which assesses workplace-based experiential learning.
Exit Level Outcomes and Associated Assessment Criteria
Qualifying learners will be able to:
Communicate in a variety of contexts
Associated assessment criteria Verbal communication and narration is demonstrated through conversation and presentations. Comprehension of texts is measured through the interpretation, explanation and written response of texts in a business environment. Texts are composed for a variety of purposes, audiences and contexts.
Utilise appropriate communication skills to address various audiences in a second language
Associated assessment criteria Specific audiences and contexts are accommodated accordingly by oral communication. Comprehension of information is measured through the interpretation and apt application of the texts read. Texts are written for a range of communicative contexts. Language and communication is used for occupational learning programmes.
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Analyse, monitor and communicate financial and statistical information
Associated assessment criteria Mathematical skills are applied to investigate and monitor the financial aspects of personal, business, national and international issues. Knowledge of statistics and probabilities is demonstrated through the presentation of findings on life related problems. Shape and motion in 2 and 3 dimensional space is represented, analysed and calculated in various contexts.
Conduct business as an effective team member
Associated assessment criteria Appropriate team participation is displayed in functioning in a team. Dealings with clients and team members are conducted in a professional manner.
Perform business operations with the relevant business tools
Associated assessment criteria Data is processed using appropriate information technology. The current business environment in a particular industry is analysed and suitably operated within.
Provide appropriate levels of service in customer contact situations
Associated assessment criteria Customers are treated hospitably and professionally during the provision of customer service. Cultural diversity is interwoven with customer service.
Operate within the tourism industry demonstrating knowledge of the arena
Associated assessment criteria The tourism industry is analysed and the links between the various sectors investigated. Comprehension of the main aspects of responsible tourism is revealed through an explanation thereof.
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Tourists are introduced to South Africa with relevant literature and information.
Develop specific skills which are required by the Travel sector at this level
Associated assessment criteria An understanding of the process and information flow of a Global Distribution System is demonstrated through the explanation thereof. The ability to operate a Global Distribution System correctly is demonstrated through the successful completion of transactions captured and queried in the system. Payments are processed in accordance with, and with linkages to, the Billing and Settlement Plan.
Develop specific skills which are required by the Vehicle Rental sector at this level
Associated assessment criteria Operations within the vehicle rental system can be successfully and comprehensively conducted.
Develop knowledge and ability to accurately complete transactions in the travel & tourism industry
Associated assessment criteria Basic banking-related transactions involving foreign exchange can be accurately, legally and ethically conducted. Charges and payments are processed through a standard travel and tourism industry accounting system. Appropriate requirements of the Financial Intelligence Centre Act are complied with, where relevant.
Develop skills and ability to provide information and assistance in the travel and tourism industry
Associated assessment criteria South African heritage can be introduced to tourists. Cultural awareness is displayed and issues relating to diversity and unfair discrimination in the South African context are openly discussed.
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Develop generic skills and understanding in order to work in various areas of the travel & tourism industry at this level
Associated assessment criteria Customer care is shown by overseeing the arrival and departure of tourists. Appropriate products or services are comprehensively evaluated and presented to potential clients. Customer care is clearly demonstrated. Comprehension of legal requirements for travel insurance is demonstrated through the correct arrangement of the relevant travel insurance.
Table showing the spread of Critical Cross-field Outcomes across the Unit Standards that are classified as Core for the purpose of this Qualification:
Unit Standard Title
Critical Cross-field Outcomes supported by the Unit Standard Related systems Communication Solve problems Organisation development X X X X X X X X X X X X X
Process data using information technology Analyse the business environment and operate within that environment Provide customer service Relate cultural diversity to customer service Analyse the tourism industry and the links between the various sectors Demonstrate and apply understanding of the main issues of responsible tourism Introduce South Africa to tourists
X X X X X X X
X X X X
X X X X X
This qualification has been developed with the help of relevant stakeholders. The travel and tourism industry is an international industry and many of the stakeholders are companies that operate at an international level, or have close links with international companies and travellers.
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As examples, various international qualifications have been researched and follow; including the skill areas covered by each. National Training Information Service Certificate in tourism (Retail Travel Sales) Core Units
1. Implement workplace health, safety and security procedures 2. Operate an automated information system 3. Source and provide destination information and advice 4. Prepare quotations 5. Operate a computerised reservations system Reference: http://www.ntis.org Occupational Information Network – O-NET Online Travel Agent
1. Collect payment for transportation from customer. 2. Converse with customer to determine destination, mode of transportation, travel dates, financial considerations. 3. Compute cost of travel using calculator, computer. 4. Book transportation using computer terminal or telephone. 5. Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers. 6. Provide customer with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations. 7. Print or request transportation carrier tickets, using computer printer system or system link to travel carrier. Reference: http://online.onecenter.org The New Zealand School of Travel and Tourism Certificate in travel – Level 4
1. Sell travel products to customers and demonstrate knowledge of customer databases.
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2. Read and write in English for the travel and tourism industry 3. Provide customer service in the travel and tourism industry 4. Demonstrate knowledge of the tourism and travel industry 5. Perform calculations for the tourism and travel industry 6. Work in a team in a tourism and travel situation. Reference: http://www.nzstt.co.nz Aviation, Tourism and Travel Training organisation Travel Agent
Travel Agents are salespeople who advise potential travellers on the various options available to them. This includes developing, booking and ticketing various travel itineraries Certificate in Travel – Level 4
1. Make computerised reservations for a selection travel 2. Communicating with, making sales and marketing travel and tourism products to, customers and prospective customers. Reference: http://www.attto.org.nz
Southern Institute of Technology Certificate in Travel Services
1. Provide customer service in the tourism and travel industry 2. Respond in writing to enquiries and complaints in the tourism and travel industry 3. Interpret legislation for retail or distribution environment 4. Sell goods and/or services 5. Complete tourism and travel administration tasks and use office equipment 6. Demonstrate knowledge of computer applications and produce text on a computer for tourism and travel 7. Demonstrate knowledge of and process domestic and international accommodation 8. Process travel requirements using a computer reservation system Reference: http://www.sit.ac.nz
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South Lanarkshire College - Scotland National Qualification in Travel and Tourism
Introduction to travel and tourism, British and European travel destinations, interacting with customers, communication, numeracy and information technology, as well as, popular long-haul destinations, customer care, marketing and languages. Reference: http://www.south-lanarkshire-college.ac.uk Seneca, Continuing Education – Canada Travel and tourism certificate
Core Skills Computers in the Workplace Ticketing and Reservations Program Outcomes 1. To provide a sound foundation in the principles of business operations in travel and tourism. 2. To understand the role of the professional in the different segments of the industry and the interrelationship of those segments. 3. To teach the student how to recognize the concepts of demand and supply. 4. To learn about and appreciate the different regulatory boards - their roles and their effect on the industry as a whole. Reference: http://www.senecac.on.ca Learn Direct – UK Receptionist – Car Hire Duties 1. Taking enquiries about the types of vehicle available and giving information on rental charges 2. Checking vehicle availability and taking booking details from customers 3. Preparing the necessary paperwork, taking payment, and making arrangements for the vehicle's delivery to the customer and its return 4. Recording details on a computer booking system, sending out invoices, looking after long-term contracts, handling complaints and dealing with overdue accounts
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5. Noting the mileage, checking for any damage, arranging for servicing/cleaning work, and refuelling when the cars are returned. Reference: http://www.learndirect-advice.co.uk
This international comparison indicates that this Certificate is at least on par with those of international counterparts. Some qualifications offered abroad include booking skills and deal with quotations, invoicing and payments. The South African stakeholder group agreed that persons utilising this Certificate would not need those skills at this level and would access them at NQF level 5. The common areas which are included in this Certificate include: IT skills, Communication, Mathematical Literacy, Information and Advice, Sales, Customer Service, Knowledge of the Industry, Teamwork, Travel and Vehicle Rental. In addition this Certificate offers skills in Foreign Exchange transactions and deals with Knowledge, Heritage and Legislation specific to South Africa.
Integrated assessment at this level will evaluate the learner’s ability to combine actions and ideas across a range of activities and knowledge areas. The integrated assessment must specifically assess the learner’s ability to: demonstrate competence by means of the practical application of the embedded knowledge in a manner that meets the performance standards required illustrate a clear understanding of the concepts, theory and principles that underpin the practical action taken.
The assessment will require assessment methods that measure and evaluate evidence gathered from on-the-job activities. Since assessment practices must be open, transparent, fair, valid and reliable (ensuring that no learner is disadvantaged in any way whatsoever), an integrated assessment approach is incorporated into the qualification.
A variety of methods must be used in assessment, and tools and activities must be appropriate to the context in which the learner is working or will work. Where it is not possible to assess the learner in a workplace, simulations, case studies, role-plays and other similar techniques should be used to provide a context appropriate to the assessment.
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The term integrated assessment implies that theoretical and practical components should be assessed together. Whenever possible the assessment of knowledge, skills, attitudes and values shown in the Unit Standards should be integrated and, during integrated assessment, the assessor should make use of a range of formative and summative assessment tools and methods. Combinations of practical, applied, foundational and reflexive competencies should be assessed. Assessment should further ensure that all Specific Outcomes, Essential Embedded Knowledge and Critical Cross-Field Outcomes are evaluated in an integrated way, utilising Assessment Criteria contained within each Unit Standard.
Assessors must assess and give credit for the evidence of learning that has already been acquired through formal, informal and non-formal learning and work experience, as RPL assessment can be applied subject to the rules and criteria of the relevant ETQA. 15. Recognition of Prior Learning (RPL)
This qualification can be achieved wholly or in part through the Recognition of Prior Learning and the qualification may be granted to learners who have acquired the skills and knowledge without attending formal courses, providing they can demonstrate competence in the outcomes of the individual Unit Standards as required by the Fundamental, Core and Elective areas stipulated in the qualification and by the Exit Level Outcomes.
An RPL process may also be used to credit learners with Unit Standards in which they have developed the necessary competency as a result of workplace, experiential and other learning.
Learners submitting themselves for RPL should be thoroughly briefed prior to the assessment, and will be required to submit a Portfolio of Evidence in the prescribed format to be assessed for formal recognition. While this is primarily a workplace-based qualification, evidence from other areas of endeavour may be introduced if pertinent to any of the Exit Level Outcomes.
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This qualification will articulate with other qualifications still to be registered within the Sectoral Qualifications Framework (currently NQF Levels 2-5).
Possibilities for horizontal articulation include (for example): Various Certificates at level 4 in the hospitality, travel and tourism industry
Possibilities for vertical articulation within the travel and tourism environment include (for example): Certificate : General Travel National Certificate in Travel Services (NQF level 5) - new Diploma: Retail Travel Diploma: Wholesale Travel National Diploma in Travel Services (NQF level 5) - new
Anyone assessing a learner, or moderating the assessment of a learner, against this qualification must be registered as an assessor or moderator with the relevant ETQA, or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
Any institution offering learning that will enable the achievement of this qualification must be accredited as a provider with the relevant ETQA, or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
Assessment and moderation of assessment will be overseen by the relevant ETQA according to the policies and guidelines for assessment and moderation of that ETQA, in terms of agreements reached around assessment and moderation between various ETQAs (including professional bodies), and in terms of the moderation guideline detailed immediately below.
Moderation must include both internal and external moderation of assessments at all exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual Unit Standards as well as the integrated competence described in the Exit Level Outcomes of the qualification.
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Anyone wishing to be assessed against this qualification may apply to be assessed by any assessment agency, assessor or provider institution that is accredited by the relevant ETQA, or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
The options as listed above provide the opportunity to ensure that assessment and moderation can be transparent, affordable, valid, reliable and non-discriminatory.
For an applicant to register as an assessor or moderator of this qualification the applicant needs:
To be declared competent in all the outcomes of the National Assessor Unit Standards; To be in possession of a relevant qualification; Minimum of three years practical and relevant occupational experience.
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