Back

Identify and provide travel and tourism related information and advice

URN: PPLTT14
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 2021

Overview

This standard is about identifying and providing travel and tourism related information and advice to customers. It involves the ability to accurately identify your customers' information needs and to access and use a wide variety of sources to extract information.

The standard is for staff engaged in face to face, telephone or electronic contact with customers.

When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Identify and provide travel and tourism related information and advice

Performance criteria

You must be able to:

1. Identify the customers' requirements for travel and tourism information and advice 2. Ask questions to confirm your understanding of customers’ requirements for travel and tourism related information and advice 3. Obtain the travel and tourism related information and advice required by customers in line with organisational procedures 4. Present the travel and tourism related information and advice to customers according to their needs and organisational procedures 5. Confirm the customers’ understanding of the travel and tourism related information and advice given to them 6. Explain restrictions attached to products, services and destinations, if relevant 7. Support customers to make informed decisions about purchases using geographical knowledge, if relevant 8. Offer customers information and advice where a number of different travel and tourism related products and services meet their needs 9. Confirm the customers are satisfied with the travel and tourism related information and advice provided to them 10. Store information in line with organisational procedures, Data protection, and current legal requirements

Knowledge and Understanding

You need to know and understand:

1. How to identify and interpret customers' needs for travel and tourism related information and advice 2. The range of requests for travel and tourism related information and advice you may be required to respond to 3. How to keep up to date with current affairs related to the travel and tourism industry 4. The importance of confirming your understanding of the customer needs for travel and tourism related information and advice 5. Your organisation's policies for meeting the customers' need for travel and tourism related information and advice 6. The type of internal and external sources of travel and tourism related information and advice that are available and how to access them in line with organisational procedures 7. How to extract and present information to customers 8. The different types of verbal, non-verbal and written communication techniques 9. How to adapt your language, style and method of communication to suit your subject, purpose and the customer you are communication with 10. The importance of monitoring the customers' verbal, non-verbal or written communication to identify their reaction/response 11. The relevant parts of the disability discrimination legislation and its implications when giving information and advice to customers 12. Your organisation’s and relevant legal requirements for providing information and advice to customers (e.g. retail-related requirements and booking conditions) 13. The value of Air Travel Organisers' Licensing (ATOL) and the protection ATOL offers customers 14. The role and importance of the Civil Aviation Authority (CAA), European Aviation Safety Agency (EASA), International Air Transport Association (IATA), Association of Train Operating Companies (ATOC) and ABTA 15. The consequences of misrepresentation (e.g. in the context of brochure amendments and or updates) during discussions with customers 16. The importance of confirming that your customers are satisfied with the information and advice provided 17. Your organisations procedures for storing information 18. How to maintain confidentiality and the implications of current data protection legislation

Scope/range

Information sources:

a) organisation-specific reference materials
b) electronic and web-based sources
c) printed material
d) external organisations
e) colleagues

Geographical information:

a) time differences
b) direction of travel

Scope Performance

Scope Knowledge

Values

Behaviours

1. Greet customers politely and confidently 2. Find out your customers' needs fully and accurately by the use of clear questioning and listening techniques 3. Ask customers about any needs of which you are uncertain 4. Communicate information and advice in a way which your customers will understand 5. Check politely that the information and advice given meets your customers' needs 6. Find alternative ways to help your customers further, when the information you give does not meet their expectations

Skills

Glossary

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

2026

Validity

Current

Status

Original

Originating Organisation

People 1st

Original URN

PPLTT14

Relevant Occupations

Bookings or Reservations Administrator, Business Travel Consultant, Customer Service Adviser, Leisure and Travel Service Occupations, Local Tour Guide, Overseas Resort Representative, Personal Service Occupations, Tourism Assistant, Tourism Information Officer, Travel Adviser

SOC Code

6212

Keywords

identify, provide, tourism, information, advice