Dear Year 12


this the final part of the final unit.


P4 Demonstrate Customer Service Skills in a T&T context.
M2 Deal independently with customers in a T&T situation


P5 Demonstrate selling skills in a T&T situation
M3 Demonstrate effective reselling skills in a T&T situation


D2 Demonstrate good product knowledge, customer service and selling skills to provide a consistently high standard of customer service in three different situations










P4 / M3 / D2 will see you prepare for the THREE role plays  (one face to face, one over the phone and a complaint that you deal with finally by email)




P5 requires you to demonstrate your selling skills in one of the above role plays by building RAPPORT, establishing customers needs,  and demonstrating your product knowledge and overcoming some resistance before closing the sale.




18 / 19th June Role Plays begin - Face to face


25 / 26th June  - Role plays continue - over the phone


29th June  - Final role play- complaint handling and your final evaluation for D2


Cant quite believe that we are nearly all done for the year.


Mr T

Unit 4 P3 - Describe the customer service skills required to meet customer needs in travel and tourism contexts

Dear Year 12 L3


This is your opportunity to consider the skills that you will need before putting them in to practice to secure:
P4 Demonstrate Customer Service Skills in a T&T context.
P5 Demonstrate selling skills in a T&T situation
M2 Deal independently with customers in a T&T situation
M3 Demonstrate effective reselling skills in a T&T situation
D2 Demonstrate good product knowledge, customer service and selling skills to provide a consistently high standard of customer service in three different situations




P3 requires you to create a training document so can I suggest an induction training for new staff leaflet which describes the customer service skills required of staff working in this sector.  You must include likely examples from within the two organisations you have considered already.  A template on the shared drive might help with you setting this out.


You will need to consider the following skills:

• Skills or qualities - These slides might help you with your introduction when it comes to distinguishing between skills and qualities.  Which can be taught?

• Customer service skills are key for many industries especially where the relationship with people needs to build trust and loyalty.  Do's and Don'ts of Customer service

• Communication skills - written, verbal and listening skills as you carry out role plays both face to face and over the phone. Your ability to build RAPPORT quickly will be key here.  It will also be just as important to listen as well as talk especially as the client will be asking you for specific requirements in each role play scenario. Effective listening will also give you the opportunity to develop dialogue and ask questions.  Don't forget to talk about the importance of interpersonal and non - verbal skills such as body language, eye contact, and your ability to notice customers and acknowledge them. Find out how much the customer service experience is improved just by using someone's name?
• The presentation of yourself is just as important for the role plays as is the importance of the working environment. Why do companies put their staff in uniforms and badge them up? Why are travel agents clutter free and welcoming ?

• Teamwork should also be considered in P3.  Why do businesses have teams of people to look after customers?  Why do they also restrict decision making and the authority to give discounts through lines of authority? DO's and Don'ts of Teamwork or here
• Business skills are those skills that will be taught to you by the specific employer.  The need to complete documentation, when ordering tickets and taking enquiries.  The use of it to send emails to clients will also be tested in P4/  This will need to be of a business standard that means it will be accurate, legible and grammatically correct.

• Complaint handling should also be discussed.  Do some research to see how complaints can build loyal customers if handled well.  You will be dealing with a complaint in P4 and that requires different skills including your ability to listen and find out what the complaint is all about and that you understand the problem, empathy to show that you really care.  You will also need to demonstrate that you can take control of the situation so that it doesn't get worse as well as agreeing a solution and following up to confirm you have done what you said that you would do. One of the role plays will see you dealing with a complaint!

• Selling skills will be tested in P5.  Again giving people the information they need to build the rapport and establish what the customer needs and expectations are is key to selling them the dream so explain why.  Your product knowledge will be key to your success here and your ability to ell the features and benefits of each holiday will see you shine.  You will also need to overcome some objections so explain why and most of all you will need to close the sale.  How will you do this?  Why is it so important to do it straight away? 

P3 needs to be completes by 12th June when we hand out the role play scenarios and booking brochures




Good luck and keep that batting average up




Mr T

P2 Unit 4

Dear Year 12


P2 requires you to describe the customer service provision in the same two businesses that we looked at in P1 That is Thomas Cook and Easy Jet but this time you need to consider what the chosen business does to meet the needs of different groups of internal and external customers.  You should consider individuals, groups, business and leisure as a minimum with examples in the following:

• Business Travellers
• Leisure customers
• Students on a  Gap Year
• Family holidays with and without babies and toddlers
• Young Professionals that have graduated and in their first job role
• Group Bookings with Easy Jet and Thomas Cook
• Disabled customers with or without medical and or mobility needs and here and here
• Customers with cultural and language needs use Thomas Cook
• OAPs
• Staff of the selected business.

For each group you will need to identify the different needs for each segment of the market and consider how each business meets these needs during the pre-sales, selling and after sales process: with the products and services that they offer

• What products and services do the selected businesses offer each customer type
• Are the needs stated at time of making the booking and specific to this customer type 
• Are the needs unstated or expected by all this customer type 
• Are the needs related to age, gender, socio economic groups, family circumstances or special interests.

The report should include a broad description but must be supported with specific examples from each of the two selected businesses.  You cannot pass P2 without including specific examples to support the points that you make, e.g. Virgin Atlantic customers include business travellers and wealthy leisure travellers in upper class and premium economy and less wealthy travellers are served in economy cabins.  Talking about how the products and services are differentiated to the different types of travellers would be found out from your research.




Who would the Easy Jet Plus Card appeal too ?






For M1 you need to assess how the services provided meets the specific needs of the different types of customers.  You will need to make some judgement on the effectiveness of the provision and how it meets the specific needs of the different customer profiles


For D1 you need to recommend ways in which a selected organisation could better how it meets its specific customer needs.  This could be in the form of changes to products, new procedure's to improve speed and efficiency of service or an enhancement to the company image.




Good luck and do well




Mr T

Unit 4 Customer Service in Travel & Tourism - P1,P2, M1 & D1 - Aiming for excellence

Dear Year 12


The assignment sheet is now on the shared drive with supporting power points to support.


P1 is really looking at you understanding the importance of providing excellent customer service and getting your head around what's its all about.


What does customer service mean to you?

• Its all about the first impressions. 
• The company image and its logo and what it stands for.  
• Where are the premises and how well are they presented. 
• How organised and efficient is the business in dealing with your enquiry and getting back to you when you have questions that need asking.
• How accurate is the information that they send you?

How consistent are they at dealing with you regardless of the person that you are talking to each time you call or go into the office.

• How confident are you at the information and advice that they provide for you ?
• Is the range of products and services enough to keep you interested?
• What is their track record at dealing with complaints? Are the reviews online favourable?
• What do they do to exceed expectations rather than just meet them.

The Ultimate Travel Company regularly arrange holidays costing between £50k - £150k for UK families.  Would customers expect more or less from them?


The importance of customer service to the organisation  

• What  do the selected businesses do to keep existing customers satisfied?
• How do the selected businesses aim to increase customer loyalty? and secure that repeat business?
•  What do the businesses do to enhance their image and create that competitive edge over the competition?
• How do the selected businesses increase sales by attracting new customers?
• What is the current level of customer service like in the chosen business.  What does their online reviews tell you currently and what are they doing about it?
• What are the consequences of poor customer service to the chosen business?

The importance of customer service to the customer

• Why does the chosen businesses need to meet and exceed individual customers needs?
• How does the selected business support both their internal and external customers by keeping them in environments that are both safe and secure

The importance of customer service to the employees

• Why do the selected businesses need to create a happy working environment?
• How can the selected business ensure that job security is high?
• How do the selected businesses ensure that job satisfaction is maintained and that the possibility of promotion is created?  

10 Facts about easy Jet
Easy Jet PLC
Annual Report & Accounts 2016
Staff development
Reviews from employees at Easy Jet
Customer Service reviews from Trust Pilot on Easy Jet
Customer Service reviews on Skytax on Easy Jet






Thomas Cook Key Facts and Figures
175 Years of Thomas Cook
Thomas Cook a brief history
Thomas Cook SkyTrax customer reviews
Thomas Cook Customer reviews on Trust Pilot
Thomas Cook customer reviews on Trip Advisor
Glassdoor - Thomas Cook Staff Retention
Thomas Cook training and staff development


What the exam board says...


The evidence for P1 must include an explanation of the importance of customer service to the organisation, to the customer and to the employee.

Unit 3 The Uk as a Destination - Assignment 3 - P4 M2 D2 P5

The Travel Gazette in East Grinstead has read your reports and has asked you to produce a presentation for them as well as a report discussing the factors affecting inbound and domestic tourism looking closely at the impact on future travel and tourism.


Task 1
You need to explain how tourism has been affected by different factors that have occurred in the last 5 years. such as storms, terrorism and social changes.


The five different factors are:

1. Cheap flights are they really fuelling growth - here 
2. Wars / terrorism
3. Extreme Weather (Storm Doris) see here - How easily was it to shut the UK rail network and airports down through snow for a few days last week.  Did you realise it costs about £27k each time they grit a runway! click here for some recent stats
4. Glastonbury and its impact here
5. Social Change (weekend breaks, stag and hen nights, smartphone apps)

You will need to provide statistics of the effects in the form of graphs and tables, news reports or accounts based on personal experiences, to support your presentation.  These must be properly analysed showing where possible the effect on UK inbound and domestic tourism. This resource here might help and here and here

1. Changes in visitor numbers and here
2. Length of stay
3. Volume and value of inbound and domestic tourism
4. Frequency of visits to and within UK by Visit Britain
5. Generating countries and regions

Your presentations must also consist of PowerPoint slides, notes and hand outs.


Task 2 (M2) Analyse how three factors are currently affecting UK inbound and domestic tourism
Your magazine article should major o three factors that are affecting inbound and domestic tourism today.  This must be supported by a range of evidence taken from websites, news reports, industry journals and newspapers


Task 3 (D2) Evaluate the potential impacts of TWO factors on the future of the UK inbound and domestic tourism


Choose from the factors below:

1. Economy
2. Exchange rates
3. Sustainable tourism

For D2 use a combination of factual evidence about future trends and your own interpretation of the impact and why you have come to this conclusion


P5 Use appropriate reference sources to provide information on the UK as a destination
To complete this unit satisfactorily you will need to create a bibliography of all the sources that you have used for all P1, P2, P3, M1. D1, P4, M2, D2, P5


You can tabulate this per task and source of reference if that makes this easier to do see here 


You might like to use the Harvard Referencing Standard that you can find from the link here


Deadline for all this work is Tuesday 27th March 2018

P3 Unit 3 Researcha nd describe the key features of three different types of UK destinations

Dear Year 12


Well done for keeping up with yourself.
The deadline that you have set yourself for today is P3 and M1 - other interim deadlines here


The assignment for this part of the unit is here


The self and peer assessment checklist for P3 is here


The resource to ensure you secure the M1 is here but feel free to discover your own sources of research.  Remember M1 is asking you to ANALYSE how ONE of the three destinations in P3 attracts and meets the needs of the four inbound and domestic tourists you looked at in P2. 


For D1 you then need to make some JUDGEMENT on how effective the chosen destination has been in attracting the domestic and inbound visitors.  Find some evidence to support this. By noting any specific qualities the destination has will support this along with making any recommendations for the future so that this location can address any gaps or weaknesses in the provision 


If we keep up with our interim timetable we will have all next term to secure P4 & P5 M2 & D2 and any address any corrections that you still need to make..


Well done for working so hard between lessons


Mr T

Unit 3: The UK as a destination

Dear Year 12


here are the resources to allow you to increase the rate of progress this term as its a shorter term of around 11 weeks!


With three units requiring completion in each year the first unit is completed but you had 15 weeks to do that so can we set a target of completing Unit 2 by the end of this term which will be the 29th March.  That way we will be back on track to complete the third unit in the summer term


Unit 3 Assignment 1 is here


Resources


List of UK destinations to place on a map and recall under test conditions




Unit 3 Assignment 2 is here


Resources


P2 task 2 Pen Portraits


P2 task 2 Study Guide and exemplar


Course specification


What the exam board specification says you need to do to successfully pass Unit 3 can be found here Look under 'Assessment'

P4 Unit 2

P4 – M2 – D2 

To achieve P4, learners are required to produce a business case for a travel and tourism business enterprise within financial constraints. The enterprise should take account of the competition and be planned to gain a competitive advantage  and be either a:

• small business venture, eg a visitor attraction, 
• escorted walking holidays or
• guest house - see Trip advisor best B&B in UK 2015 here

The financial constraints are set as part of the assignment here

Learners are not expected to run the project; they are expected to put together a business case to gain approval to run the project or small business venture and to present the business case to an accountant or financial advisor in order to judge its feasibility. 

Learners must set their objectives and undertake thorough research for all aspects of the enterprise. 

Full business case details must be included in the submission including:

1. Aims and objectives of your business enterprise see here
2. Start up capital required and sources of finance
3. Cash flow forecast see here
4. The ability to identify a target market from typical market segments 
5. Details of intended marketing materials to generate awareness of this new venture see here
6. Competitive analysis, USP and competitive advantage strategy see here
7. Clear time-scales for the setting up and operation of the enterprise. 

Learners must produce a business case that is feasible, ie researched and realistic and achieve set objectives, eg make a profit within given time-scales, raise income and cover costs, meet a recognised demand, target appropriate markets, take account of competition, gain competitive advantage. 

The business case could be presented verbally with supporting evidence or in a written format. If presented verbally, it could be to a panel of business start-up experts, the panel being made up of external experts and tutors. Learners can achieve P4 even if the business case has room for improvement as long as the evidence includes objectives, timescales, financial and marketing details, a list of actions required, is within the specified financial constraints, has a cash flow forecast and is feasible. 

To achieve M2, learners should explain the feasibility of the business case and justify how it will meet the objectives. Assessors can question learners to establish feasibility and check understanding in relation to timescales, financial feasibility and actions required in order to meet objectives. To achieve M2, the business case should be sound and the learners reasonably confident in their approach and their responses. 

To achieve D2, learners should present a professional business case responding confidently to questions and justifying its feasibility. It is expected that the business case will have been thoroughly researched, presented in a professional format (written) or within a professional presentation (oral) and with supporting materials to clarify and expand on the details within the business case. Learners will respond confidently and knowledgeably to questions and be able to justify why their business case is feasible in terms of it being well researched, realistic and that it will meet its objectives

Unit 2 P3 Assignment brief

TASK 2 – P3 Review the methods and opportunities used by travel and tourism organisations to gain a competitive advantage and achieve business aims

Deadline Date: Wednesday 3rd June 2015

Using the same organisations in the previous task. Create a fact sheet or display which reviews the methods and opportunities used by both organisations to gain competitive advantage and achieve business aims providing examples. Your examples must cover all types of aims including:

Financial aims:

• To survive - this objective would only apply to a start up business entering the market 
• To brake even - again this objective would apply to a small start up business
• To increase sales revenue year on year by 15-20%
• To make a profit to grow the company, pay shareholders a dividend, pay staff a bonus or retain profits for future initiatives.
• To grow the companies market share
• To be the customers first choice of airline carrier in the world

Other aims may focus on the companies Image and reputation

• To aim to be environmentally friendly and reduce its carbon footprint as M&S did
• To adopt a policy to only get involved with responsible tourism
• To make a commitment to creating quality products or services to satisfy a current demand in the market

P3 Checklist / action plan

1. You should start by identifying your chosen companies aims and objectives.  
2. You then need to discus why these aims and objectives are relevant to your chosenb business.
3. Your chosen business examples must be sufficiently detailed to demonstrate that you understand how the method or opportunity to gain a competitive edge has achieved the business aims. (P3) Examples of what companies do to create a competitive advantage include:

• Providing added value - what does this mean?
• Providing new or innovative products or services - what will replace the Airbus
• Embedding Total Quality Management into the day to day business activities click here can you think of any examples of this?
• Providing exceptional customer service and training and developing all staff - how does your chosen companies do this?
• Targeted advertising and promotions - BA carried out a joint promotion with Sainsbury's many years ago.  What are they doing currently?
• Innovative pricing policies - price is a massive part of the marketing mix to generate sales however not everyone can travel when they want to and and price is often charged at a premium for exclusivity and prime time.  How does your chosen company price its products and services to gain a competitive edge?
• Taking advantage of locational benefits - does your company have exclusive access to certain airports and destinations and hotels that no other company does?
• Using modern sales techniques through integration and or through consortium membership - look at this sexy organisation here or this one here . This is very good method of creating an exclusive membership of suppliers who have maintained a minimum benchmark of service and quality and aim to target customers who appreciate such quality. 

M1 Additional work

Your fact sheet or display should also compare the organisational and financial characteristics of the two organisations chosen and the methods and opportunities they have used to gain competitive advantage. All the items covered in previous tasks should be included when carrying out your comparisons. (M1)

D1 additional work

In your fact sheet or display you should also evaluate the links between an organisation’s characteristics and its success in gaining competitive advantage and achieving its aims (D1)

Deadline Date: 
P3: 03/06/15
M1, D1: 03/06/2015

Unit 2 The Business of Travel & Tourism

Hi Year 12

The Unit 2 specification can be found here

for P2 we are going to research TWO businesses and create a presentation to deliver to year 12 students who start in Travel and Tourism in term six.

What the exam board are looking for:

For P2, learners should describe the organisational and financial characteristics of two different types of travel and tourism organisations with different structures. For example, they could select a medium national private limited company involved in outbound tourism and a local partnership involved in domestic tourism. All items of range must be included in the description. If the two organisations selected do not offer the opportunity to cover all the items of range, these items can be covered through other organisations and for each you will describe the organisational structure and financial characteristics.

I have identified TWO businesses to research but you do not have to use these if you have contacts in other contrasting businesses.

British Airways

• Annual report 2013-14
• IAG report (IAG have know merged with BA)
• IAG see profits grow click here
• Recent strikes impacting on BA in France see article here
• Delays and diversions and how they impact on the financial position of BA click here

The Ultimate Travel Company

• Company website is here
• The conference call to transcript that took place with UTC last week is available on request so ask Mr T

I will attach the assignment checklist here when it is completed

Good luck and enjoy

Mr T

Evidence  for P2 - Taster Day Presentation to year 11 (powerpoint)

Deadline for this piece of work is Wednesday 13th May 2015

Unit 2 P1 Articles in the press

Hi Year 12

this is a useful article for your current challenge

• Daily Mail Online 17th April 2015

I will keep adding to the list as I find articles and if you find anything perhaps you could email me the links so that we can share them with the rest of this fine class

Happy Friday

Mr T

P1 Part 2 - The importance and contribution of Tourism to the GDP of the UK economy

Hi Year 12 L3 T&T

P1 Part 2

What is GDP

GDP stands for Gross Domestic Product and it is the monetary value of all the finished goods and services produced within a country's borders within a specific time but usually on an annual basis.  See BBC

Importance of GDP

Data from the World Trade Organisation shows that international tourist arrivals for business, 
leisure and other purposes were estimated at £880 million in 2009

This has a forecast growth to $1.6 billion by 2020.

International tourism generated US$852 in export earnings in 2009

Tourism was worth £115.4 billion to the UK economy in 2009

This is the equivalent of 8.9% of GDP 

Importance to employment

Tourism is said to be the world’s largest employer.

Approximately 250 million are employed within the tourism industry

In the UK – 10% of total employment is in the tourism sector.

International tourism supports more than 230 million jobs across the world.

The number of jobs supported by UK tourism is forecast to rise from the current figure of 

2.6 million to 2.9 million by 2020.

At present, one in 12 jobs in the UK is either directly or indirectly supported by tourism.

Tourism is said to be the world’s largest employer.Approximately 250 million are

employed within the tourism industry.

In the UK – 10% of total employment is in the tourism sector.

International tourism supports more than 230 million jobs across the world.

The number of jobs supported by UK tourism is forecast to rise from the current figure of 

2.6 million to 2.9 million by 2020.

At present, one in 12 jobs in the UK is either directly or indirectly supported by tourism. 

Study Skills 

Planning the layout of your coursework click here
Referencing

If you use any of these you will need to find a reference to attach to it so that you can say 
where the information is from.  Alternatively you may use your own research.

Good Luck and enjoy

Mr T

P1 Part 1 Research Unit 2 The Business of Travel and Tourism

Dear Year 12

Areas to research for P1 - so that you pass it first time! and the assignment with deadline dates that we agreed in lesson is here also

Public sector

• Government departments DCMS  fund and co-ordinate government controlled activiites
• Government controlled - Visit Britain and the Department for transport
• Local government controlled - Belfast City Council, Birmingham City Council City of London these organisations are based on visitor numbers and quality rather than financial success and revenue that they generate
• Membership - These organisations are funded from public money, but also raises income through membership subscriptions. Example: English HeritageIn 2008-09 membership of English Heritage stood at 687,000 (972,800 including corporate members)

Private sector

• Public limited company
• Private limited company - Abercrombie & Kent - The Ulltimate Travel Company Ltd
• Partnership - Exmoor Partnership 
• Limited liability partnership - 
• Sole proprietor - Hotel Tresanton in Cornwall
• Franchise opportunities
• Membership - British Hospitality Association - The Tourism Society - Institute of Travel and Tourism - Mr & Mrs Smith - Relais and Chateau

Geographical impact - local - regional - national - international - global
All businesses operate in geographical regions.

• a local example would be independent travel agents operating in your town
• a regional example would be a Regional developmen tagency (RDA) or a local economic partnership (LEP) try an find an exapmple of either
• a national example would be a tourist board such as Visit Wales

Importance to UK economy - Heritage Tourism - Visit Britain - Government Report

Inbound - Visit Britain

Outbound - Visit portugal

Domestic tourism - Visit Britain and Visit England

Hope it helps and that your doing as much work as I am !

Mr T