BTEC National Diploma in Travel and Tourism
Unit 15
Working as a Holiday Representative
Your Name
,Your Name
BTEC National Diploma in Travel and Tourism Level 3
Contents
Page 2-10 P1- Describe the roles, duties and responsibilities for different categories of
holiday representatives, highlighting changing roles and working practices.
Page 12 M1- Compare the roles, duties and responsibilities for one category of
representative with two different tour operators.
Page 13 D1- Analyse how the current and changing roles, duties and
responsibilities of holiday representatives can contribute to the overall
holiday experience.
Page 14-17 P2- Outline the legal responsibilities of holiday representatives in different
holiday representatives.
Page 18-21 P3- Explain the role played by holiday representatives in creating a safe
and healthy holiday environment.
Role Play
P4- Use social, customer service and selling skills to deliver an arrival transfer speech, a
welcome meeting and make a sale.
P5- Use social and customer service skills to deal with customers in different situations,
completing appropriate documentation.
M2- Demonstrate effective social, customer service and selling skills when delivering a
transfer speech, welcome meeting and making a sale.
M3- Deal effectively with customers in different situations and accurately complete all
relevant documentation.
Separate Document
D2- Consistently project a confident, professional image when carrying out resort
activities and dealing with customers in different situations.
D2 is the complaints document.
I have attached the additional files you will require, but you may have to create a video. I
have attached my speech, as long as you follow it your video should be a distinction.
Please ensure that you have:
- PowerPoint
- Brochure
- Excursion Script
- Welcome Meeting Speech
- Evaluation
- Excursion Receipt
1
, Your Name
BTEC National Diploma in Travel and Tourism Level 3
P1- Describe the roles, duties and responsibilities for different categories of holiday
representatives, highlighting changing roles and working practices.
Category of
Holiday Description Example Company
Representative
Property Representatives
Resort Resort representatives can be
Representative sub sectioned into multiple
sections- e.g. hotels, villas,
apartments, forest lodges,
campsites, timeshare
accommodation, caravan
parks, holiday centres and age
sectors. They are usually based
in one region/area, but they
are moved around a lot.
Hotel TUI employ hotel
Representative representatives to work within
hotels to provide information
to guests about the
resort/destination. They also
have to sell excursions- this
increases the company’s
revenue and often the
representatives earn
commission.
Villa James Villas predominately
Representative offer villa holidays, so their
representatives are employed
to work within the villas and
provide information to guests
in a specific region (e.g. 5
villas). They would be expected
to sell excursions and answer
queries.
It would be beneficial if the
representative had a driving
license to ensure they can
travel between the villas.
Age Related Representatives
Over 50’s Companies such as Saga will
Representative employ representatives to
work with a specific age range.
They would be required to
provide the guests with
information on destinations,
answer queries and sell
excursions. Saga
representatives are often busy
during the winter months.
2
Unit 15
Working as a Holiday Representative
Your Name
,Your Name
BTEC National Diploma in Travel and Tourism Level 3
Contents
Page 2-10 P1- Describe the roles, duties and responsibilities for different categories of
holiday representatives, highlighting changing roles and working practices.
Page 12 M1- Compare the roles, duties and responsibilities for one category of
representative with two different tour operators.
Page 13 D1- Analyse how the current and changing roles, duties and
responsibilities of holiday representatives can contribute to the overall
holiday experience.
Page 14-17 P2- Outline the legal responsibilities of holiday representatives in different
holiday representatives.
Page 18-21 P3- Explain the role played by holiday representatives in creating a safe
and healthy holiday environment.
Role Play
P4- Use social, customer service and selling skills to deliver an arrival transfer speech, a
welcome meeting and make a sale.
P5- Use social and customer service skills to deal with customers in different situations,
completing appropriate documentation.
M2- Demonstrate effective social, customer service and selling skills when delivering a
transfer speech, welcome meeting and making a sale.
M3- Deal effectively with customers in different situations and accurately complete all
relevant documentation.
Separate Document
D2- Consistently project a confident, professional image when carrying out resort
activities and dealing with customers in different situations.
D2 is the complaints document.
I have attached the additional files you will require, but you may have to create a video. I
have attached my speech, as long as you follow it your video should be a distinction.
Please ensure that you have:
- PowerPoint
- Brochure
- Excursion Script
- Welcome Meeting Speech
- Evaluation
- Excursion Receipt
1
, Your Name
BTEC National Diploma in Travel and Tourism Level 3
P1- Describe the roles, duties and responsibilities for different categories of holiday
representatives, highlighting changing roles and working practices.
Category of
Holiday Description Example Company
Representative
Property Representatives
Resort Resort representatives can be
Representative sub sectioned into multiple
sections- e.g. hotels, villas,
apartments, forest lodges,
campsites, timeshare
accommodation, caravan
parks, holiday centres and age
sectors. They are usually based
in one region/area, but they
are moved around a lot.
Hotel TUI employ hotel
Representative representatives to work within
hotels to provide information
to guests about the
resort/destination. They also
have to sell excursions- this
increases the company’s
revenue and often the
representatives earn
commission.
Villa James Villas predominately
Representative offer villa holidays, so their
representatives are employed
to work within the villas and
provide information to guests
in a specific region (e.g. 5
villas). They would be expected
to sell excursions and answer
queries.
It would be beneficial if the
representative had a driving
license to ensure they can
travel between the villas.
Age Related Representatives
Over 50’s Companies such as Saga will
Representative employ representatives to
work with a specific age range.
They would be required to
provide the guests with
information on destinations,
answer queries and sell
excursions. Saga
representatives are often busy
during the winter months.
2
