Back

Demonstrate professional brand and organisational values and standards

URN: PPLTT57
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 30 Jun 2021

Overview

This standard is about demonstrating professional brand and organisational values and standards. It involves presenting yourself and interacting with customers and colleagues in a way which represents and promotes the brand and organisational values and standards.

This standard is for anyone working in travel services.

When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Demonstrate professional brand and organisational values and standards

Performance criteria

You must be able to:

1. Present yourself professionally, in line with the brand and organisational values and standards 2. Promote the brand and organisational values and standards whilst undertaking your job role 3. Confirm your own behaviour displays the brand and your organisation’s values and standards 4. Interact with customers in a way which meets their needs and presents a professional customer service offer in line with the brand and organisational values and standards 5. Follow your organisation’s customer service policies and procedures 6. Establish and maintain professional working relationships with colleagues 7. Ask for help and information when you need it 8. Obtain and use feedback from customers and colleagues to improve your own performance in line with the brand and organisational values and standards

Knowledge and Understanding

You need to know and understand:

1. The brand and organisational values and standards, and why it is important to adhere to them 2. How to promote the brand and organisational values and standards whilst undertaking your job role 3. Your organisation’s standards relating to appearance and behaviour 4. The different types of communication techniques and their importance 5. How to interact with customers in a way which presents a professional image and service, and the importance of doing so 6. The types of behaviour that is acceptable in your job role and why it is important to behave this way 7. How your own behaviour can impact positively and negatively on the customer experience, the brand and your organisation’s reputation 8. How your own behaviour impacts positively and negatively on colleagues 9. The different methods for developing and maintaining professional working relationships with your colleagues 10. The types of situations in which you may need to provide help and information to your colleagues and the importance of doing so 11. When and how to ask for help and / or information and the importance of doing do 12. How to obtain and use feedback on your own performance

Scope/range

The brand may relate to:

a) Your organisation
b) Your organisation’s products and services
c) Your suppliers’ products and services

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

PPLTT57

Relevant Occupations

Business Travel Consultant, Leisure and Travel Service Occupations, Leisure Travel Consultant, Local Tour Guide, Overseas Resort Representative, Personal Service Occupations, Tourism Assistant, Tourism Information Officer

SOC Code

6212

Keywords

process, travel, tourism, services, payments