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COMPETENCY STANDARD

By Joe Green,2014-06-28 21:13
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COMPETENCY STANDARD ...

    TRAINING

    REGULATIONS

    TRAVEL SERVICES NC II

    TOURISM SECTOR

    (HOTEL AND RESTAURANT)

    TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

    East Service Road, South Superhighway, Taguig City, Metro Manila

    TABLE OF CONTENTS

    TOURISM SECTOR

    (TRAVELS AND TOURS)

    TRAVEL SERVICES NC II

    Page No.

    SECTION 1 TRAVEL SERVICES NC II QUALIFICATION 1

    SECTION 2 COMPETENCY STANDARDS 2 - 48

    ? Basic Competencies 2 - 16

    ? Common Competencies 17 - 34

    ? Core Competencies 35 - 49

SECTION 3 TRAINING STANDARDS 50 - 60

    3.1 Curriculum Design 50 - 55

    3.2 Training Delivery 56

    3.3 Trainee Entry Requirements 57

    3.4 List of Tools, Equipment and Materials 57 - 58

    3.5 Training Facilities 59

    3.6 Trainer’s Qualifications 59

    3.7 Institutional Assessment 60

SECTION 4 NATIONAL ASSESSMENT AND CERTIFICATION

    ARRANGEMENTS 61

    COMPETENCY MAP 62

DEFINITION OF TERMS 63 - 65

    ACKNOWLEDGEMENTS 66 - 67

    TRAINING REGULATIONS FOR

    TRAVEL SERVICES NC II

SECTION 1 TRAVEL SERVICES NC II QUALIFICATION

    The TRAVEL SERVICES NC II Qualification consist of competencies that a

    person must achieve to manages the travelers request for pre to post trips. It issues

    necessary travel documents and arranges reservations for travel related services.

    This Qualification are packaged from the competency map of the Tourism

    Sector (Travels and Tours) as shown in Annex A

    The Unit of Competency comprising this Qualification include the following :

CODE NO. BASIC COMPETENCIES

500311105 Participate in workplace communication

    500311106 Work in a team environment

    500311107 Practice career professionalism

    500311108 Practice occupational health and safety procedures

CODE NO. COMMON COMPETENCIES

TRS311201 Develop and update industry knowledge

    TRS311202 Observe workplace hygiene procedures

    TRS311203 Perform computer operations

    TRS311204 Perform workplace and safety practices

    TRS311205 Provide effective customer service

CODE NO. CORE COMPETENCIES

TRS511312 Book travel-related reservation

    TRS511313 Administer billing and settlement plan

    TRS511314 Issue air sea land tickets and Multi Purpose Documents

    A person who has achieved this Qualification are competent to be :

    ? Reservations Officer

    ? Ticketing Officer

    1

    TR - TRAVEL SERVICES NC II Promulgated March 2005

     SECTION 2 COMPETENCY STANDARDS

     This section gives the details of the contents of the basic, common and core

    units of competency required in TRAVEL SERVICES NC II.

    BASIC COMPETENCIES

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

    UNIT CODE : 500311105

    UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes

    required to gather, interpret and convey information in

    response to workplace requirements.

    PERFORMANCE CRITERIA ELEMENT Italicized terms are elaborated in the Range of Variables

    1.1 Specific and relevant information is accessed from 1. Obtain and convey

    appropriate sources workplace information

    1.2 Effective questioning , active listening and speaking

    skills are used to gather and convey information

    1.3 Appropriate medium is used to transfer information

    and ideas

    1.4 Appropriate non- verbal communication is used

    1.5 Appropriate lines of communication with supervisors

    and colleagues are identified and followed

    1.6 Defined workplace procedures for the location and

    storage of information are used

    1.7 Personal interaction is carried out clearly and

    concisely

    2.1 Team meetings are attended on time 2. Participate in workplace

    2.2 Own opinions are clearly expressed and those of meetings and

    others are listened to without interruption discussions

    2.3 Meeting inputs are consistent with the meeting

    purpose and established protocols

    2.4 Workplace interactions are conducted in a

    courteous manner

    2.5 Questions about simple routine workplace

    procedures and maters concerning working

    conditions of employment are asked and

    responded to

    2.6 Meetings outcomes are interpreted and implemented

    2 TR - TRAVEL SERVICES NC II Promulgated March 2005

    PERFORMANCE CRITERIA ELEMENT Italicized terms are elaborated in the Range of Variables

    3.1 Range of forms relating to conditions of 3. Complete relevant work

    employment are completed accurately and related documents

    legibly

    3.2 Workplace data is recorded on standard

    workplace forms and documents 3.3 Basic mathematical processes are used for

    routine calculations

    3.4 Errors in recording information on forms/

    documents are identified and properly acted

    upon

    3.5 Reporting requirements to supervisor are

    completed according to organizational

    guidelines

    3

    TR - TRAVEL SERVICES NC II Promulgated March 2005

RANGE OF VARIABLES

    VARIABLE RANGE 1. Appropriate sources 1.1. Team members

    1.2. Suppliers

    1.3. Trade personnel

    1.4. Local government

    1.5. Industry bodies 2. Medium 2.1. Memorandum

    2.2. Circular

    2.3. Notice

    2.4. Information discussion

    2.5. Follow-up or verbal instructions

    2.6. Face to face communication 3. Storage 3.1. Manual filing system

    3.2. Computer-based filing system 4. Forms 4.1. Personnel forms, telephone message

    forms, safety reports 5. Workplace interactions 5.1. Face to face

    5.2. Telephone

    5.3. Electronic and two way radio

    5.4. Written including electronic, memos,

    instruction and forms, non-verbal including

    gestures, signals, signs and diagrams 6. Protocols 6.1. Observing meeting

    6.2. Compliance with meeting decisions

    6.3. Obeying meeting instructions

     4 EVIDENCE GUIDE

    TR - TRAVEL SERVICES NC II Promulgated March 2005

    1. Critical aspects of Assessment requires evidence that the candidate:

    Competency 1.1. Prepared written communication following standard

    format of the organization

    1.2. Accessed information using communication equipment

    1.3. Made use of relevant terms as an aid to transfer

    information effectively

    1.4. Conveyed information effectively adopting the formal

    or informal communication

2. Underpinning 2.1. Effective communication

    Knowledge 2.2. Different modes of communication

     2.3. Written communication

    2.4. Organizational policies

    2.5. Communication procedures and systems

    2.6. Technology relevant to the enterprise and the

    individual’s work responsibilities 3. Underpinning 3.1. Follow simple spoken language

    Skills 3.2. Perform routine workplace duties following simple

    written notices

    3.3. Participate in workplace meetings and discussions

    3.4. Complete work related documents

    3.5. Estimate, calculate and record routine workplace

    measures

    3.6. Basic mathematical processes of addition, subtraction,

    division and multiplication

    3.7. Ability to relate to people of social range in the

    workplace

    3.8. Gather and provide information in response to

    workplace requirements

4. Resource 4.1. Fax machine

    Implications 4.2. Telephone

    4.3. Writing materials

    4.4. Internet

5. Methods of 5.1. Direct Observation

    Assessment 5.2. Oral interview and written test

6. Context of 6.1 Competency may be assessed individually in the actual

    Assessment workplace or through accredited institution

     5 TR - TRAVEL SERVICES NC II Promulgated March 2005

    UNIT OF COMPETENCY: WORK IN TEAM ENVIRONMENT UNIT CODE : 500311106

    UNIT DESCRIPTOR : This unit covers the skills, knowledge and attitudes to

    identify role and responsibility as a member of a team.

    PERFORMANCE CRITERIA ELEMENT Italicized terms are elaborated in the Range of Variables 1. Describe team role and 1.1. The role and objective of the team is

    scope identified from available sources of information

    1.2. Team parameters, reporting relationships and

    responsibilities are identified from team

    discussions and appropriate external sources 2. Identify own role and 2.1. Individual role and responsibilities within the

    responsibility within team environment are identified

    team 2.2. Roles and responsibility of other team

    members are identified and recognized

    2.3. Reporting relationships within team and

    external to team are identified 3. Work as a team member 3.1. Effective and appropriate forms of

    communications used and interactions

    undertaken with team members who contribute

    to known team activities and objectives

    3.2. Effective and appropriate contributions made

    to complement team activities and objectives,

    based on individual skills and competencies and

    workplace context

    3.3. Observed protocols in reporting using standard

    operating procedures

    3.4. Contribute to the development of team work

    plans based on an understanding of team’s role

    and objectives and individual competencies of

    the members.

    6 TR - TRAVEL SERVICES NC II Promulgated March 2005

RANGE OF VARIABLES

    VARIABLE RANGE 1. Role and objective of 1.1. Work activities in a team environment with

    team enterprise or specific sector

    1.2. Limited discretion, initiative and judgement

    maybe demonstrated on the job, either

    individually or in a team environment

2. Sources of information 2.1. Standard operating and/or other workplace

    procedures

    2.2. Job procedures

    2.3. Machine/equipment manufacturer’s

    specifications and instructions

    2.4. Organizational or external personnel

    2.5. Client/supplier instructions

    2.6. Quality standards

    2.7. OHS and environmental standards 3. Workplace context 3.1. Work procedures and practices

    3.2. Conditions of work environments

    3.3. Legislation and industrial agreements

    3.4. Standard work practice including the storage,

    safe handling and disposal of chemicals

    3.5. Safety, environmental, housekeeping and

    quality guidelines

    7 TR - TRAVEL SERVICES NC II Promulgated March 2005

EVIDENCE GUIDE

    1. Critical aspects of Assessment requires evidence that the candidate:

    Competency 1.1. Operated in a team to complete workplace activity

    1.2. Worked effectively with others

    1.3. Conveyed information in written or oral form

    1.4. Selected and used appropriate workplace language

    1.5. Followed designated work plan for the job

    1.6. Reported outcomes

2. Underpinning 2.1. Communication process

    Knowledge 2.2. Team structure

    2.3. Team roles

    2.4. Group planning and decision making

    3. Underpinning 3.1. Communicate appropriately, consistent with the culture

    Skills of the workplace

    4. Resource The following resources MUST be provided:

    Implications 4.1. Access to relevant workplace or appropriately

    simulated environment where assessment can take

    place

     4.2. Materials relevant to the proposed activity or tasks

    5. Methods of Competency may be assessed through:

    Assessment 5.1. Observation of the individual member in relation to the

    work activities of the group

    5.2. Observation of simulation and or role play involving the

    participation of individual member to the attainment of

    organizational goal

    5.3. Case studies and scenarios as a basis for discussion of

    issues and strategies in teamwork 6. Context for 6.1. Competency may be assessed in workplace or in a

    Assessment simulated workplace setting

    6.2. Assessment shall be observed while task are being

    undertaken whether individually or in group

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    TR - TRAVEL SERVICES NC II Promulgated March 2005

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