Transfer Speech - Working as a Holiday Representative - Unit 15

Unit 15 - Working as a Holiday Representative Part of P4, M2, D2 It is an arrival transfer speech including welcome, introduction, safety and comfort on the coach, country info, transfer details, resort information and accommodation check-in. Welcome meeting is mentioned three times throughout the speech and drip selling excursions is included. For P4, learners must use social, customer service and selling skills to plan and deliver an arrival transfer speech and a welcome meeting to a group of holidaymakers, and make a sale to a holidaymaker. The transfer speech and welcome meeting can be simulated situations but should be to an audience. They must provide a welcome, be delivered in a friendly way, use appropriate language, be appropriate for specific types of customers, create rapport and provide all information required for the situation. Customer-service skills must be evident throughout, including good product knowledge and awareness of customer needs. Appropriate standards of dress should be evident. The welcome meeting and transfer speech should adopt a planned and suitable structure and the content must be relevant to the audience. Amplified voice should be used for the transfer speech and natural voice for the welcome meeting; the pace and tone should be appropriate for listeners to absorb the information being given. In the welcome meeting, learners may deal with queries, for example questions about excursions or the resort. Communication must be formal when giving important information to the group, but can be less formal when communicating directly with individuals. The welcome meeting must be supported by visual aids and appropriate body language should be demonstrated. The welcome meeting must incorporate the promotion of excursions, but learners must separately sell at least one excursion to an individual or small group of customers. This can be evidenced by role plays between learners and must demonstrate selling skills, although at pass level there may be areas for improvement. Learners must identify the needs of the customer and match their excursions and other services to these needs. Within the role play, excursion features and benefits must be highlighted. Learners must attempt to close the sale and complete paperwork and make calculations using local currency. Whilst undertaking the tasks for P4, it is likely that there will be room for improvement in relation to the provision of social, customer service and selling skills when delivering the transfer speech and welcome meeting and making the sale. However, to achieve M2 effective social, customer service and selling skills will have been demonstrated throughout. D2 is the culmination of producing a consistently high standard of evidence for P4, P5, M2 and M3. To achieve this criterion, learners must consistently project a confident, professional image when delivering the welcome meeting and transfer speech, making a sale and dealing with a complaint and customers in a complex situation. In terms of professionalism, appropriate dress should be worn, including name badges, and learners should have a smart appearance and project a professional company image in all verbal and written communications. All completed documentation should be accurate and appropriate; for example complaints should be documented to a standard appropriate to industry. Any evidence submitted for criteria requiring the practical demonstration of skills must be supported by observation sheets signed by the assessor, explaining how and where specific criteria have been met. Range coverage for pass criteria should be clearly tracked and the evidence should clearly show how higher level criteria have been met. Some supporting evidence, for example photographs, noticeboards, peer evaluations, audio or DVD recordings etc, should be provided. Edexcel BTEC Level 3 Nationals specification in Travel and Tourism – Issue 1 – June 2010 © Edexcel Limited 2010 Pearsons BTEC Level 3 Extended Diploma in Travel and Tourism