Monitor and maintain the quality of travel and tourism operations
URN: PPLTT38
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on:
30 Jun 2021
Overview
This standard is about quality assuring day-to-day operations and systems and monitoring and maintaining the standard of travel and tourism products and services supplied to your customers by your organisation and third-party suppliers. This also involves identifying and rectifying operational deficiencies and minimising the effect of sub-standard products and services on customers.
The standard is recommended for anyone responsible for monitoring and maintaining the quality of day-to-day travel and tourism operations.
When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Monitor and maintain the quality of travel and tourism operations
Performance criteria
You must be able to:
1. Identify the standards used to measure the quality of travel and tourism operations and systems in your area of responsibility, and agree them with your manager
2. Monitor travel and tourism operations and systems against agreed measurement standards in line with organisational procedures
3. Confirm colleagues understand the standards of performance expected of them and the systems in place to measure and maintain them
4. Identify and respond to any operational deficiencies according to organisational procedures
5. Investigate identified variations from the specification in the delivery of travel and tourism products and services, including those provided by third-party suppliers, and report the reasons for them to your manager
6. Take action to minimise the effects on customers where travel and tourism products and services are below specification according to organisational procedures
7. Maintain the co-operation of third-party suppliers and the positive image of your organisation when responding to travel and tourism quality related issues
8. Make suggestions for improving the quality of operations and systems to maintain the standard of travel and tourism products and services provided by your organisation and third-party suppliers
9. Complete and store the required quality assurance documentation in line with organisational procedures and relevant legal requirements
Knowledge and Understanding
You need to know and understand:
1. The importance of monitoring the quality of travel and tourism operations and systems and taking the required remedial action
2. The types of measurement standards used for quality assuring on-site travel and tourism operations and systems, and third-party supplier performance
3. The organisational policies and procedures covering your organisation’s operations and systems, and the provision of travel and tourism products and services to customers
4. The quality control and monitoring systems used in your organisation and how to apply them
5. Your role and responsibilities for ensuring the quality of travel and tourism operations and systems and the products and services delivered by your organisation and third-party suppliers and to whom you should report any quality related issues that are outside your limits of authority
6. The standards of personal performance, service and conduct expected by your organisation
7. The contractual obligations of the third-party suppliers in the area(s) for which you are responsible
8. The types of travel and tourism product and service quality related issues that commonly affect customers
9. Your organisation’s procedures for responding to operational quality failures and travel and tourism product and service delivery quality related issues
10. Who the keyholders are, their responsibilities and how to contact them
11. Why it is important to identify the causes of quality related failures and issues and to take action to resolve them and prevent their recurrence
12. How to make suggestions for improving the quality of travel and tourism operations and systems in a constructive way
13. The importance of maintaining and enhancing customer and supplier co-operation and the positive image of your organisation when responding to travel and tourism quality related issues
14. Your organisation’s procedures and relevant legal requirements for completing and storing quality assurance documentation
Scope/range
Operations:**
a) For the benefit of customers
b) To meet the needs of the organisation
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Links To Other NOS
External Links
Version Number
2
Indicative Review Date
30 Jun 2026
Validity
Current
Status
Original
Originating Organisation
People 1st
Original URN
PPLTT38
Relevant Occupations
Senior Travel Adviser, Travel and Tourism Service Occupations
SOC Code
6212
Keywords
Monitor, maintain, quality, operations, systems