ENGLISH COMMUNICATION FOR TOURISM AND · PDF fileQualification Specification ... IELTS 3.5 or other evidence of competence in English at ... Communication for Tourism and Hospitality

Level 2 Diploma in English Communication for Tourism and Hospitality Qualification Specification

© Copyright CTH 2017

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LEVEL 2 DIPLOMA IN

ENGLISH COMMUNICATION FOR TOURISM AND

HOSPITALITY

QUALIFICATION SPECIFICATION

MARCH 2017



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CONTENTS

Introduction ............................................................................................................................

Aims of the qualifications .......................................................................................................

Entry requirements ................................................................................................................

Qualification structure (rules of combination) .........................................................................

Assessment ...........................................................................................................................

Grading criteria ......................................................................................................................

Units of assessment ..............................................................................................................

Essentials of Human Resources and Business Computing in Tourism and Hospitality ..........

Essentials of Marketing and Customer Relationships in Tourism and Hospitality ...................

Tourism and Hospitality Industry ............................................................................................

Essentials of Tourism and Hospitality Operations ..................................................................

Appendix A - Specimen assessment methods .......................................................................



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INTRODUCTION

The purpose of this document is to explain the aims, structure, and content of the Level 2

Diploma in English Communication for Tourism and Hospitality.

This document includes the learning outcomes, assessment criteria and indicative content for

each unit. In this document, there is guidance relating to learning, teaching and assessment

strategies for these qualifications and an explanation of the assessment quality assurance

processes.

Aims of the qualification

The aims are to provide a qualification that:

provides students with a range of communication and study skills that can be used both in

academia and in a vocational context;

provides for an effective academic progression route;

improves students’ employment prospects.

Entry requirements

The entry requirements below are intended for guidance only as applicants may apply with a

wide variety of backgrounds and qualifications.

CTH accredited centres will assess all applicants to ensure they are able to meet the demands

of the course.

Applicant profile Recommended entry requirements

CTH students and Associate Members Applicants from other regulated awarding organisations

CTH or other regulated vocational qualification at a level appropriate for the level of the qualification applied for (i.e. Level 2)

and

Minimum IELTS 3.5 or other evidence of competence in English at this level

Other students

Completed full time secondary or high school education up to age 16

No requirement for work experience in the hospitality and/or tourism industry

and

Minimum IELTS 3.5 or other evidence of competence in English at this level



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Qualification structure (rules of combination)

The qualification is at Level 2 and designed to be 78 credits. The qualification conforms to the relevant level descriptors as developed by Ofqual. One credit represents ten hours of study at any specified level, therefore, this Diploma normally requires programmes of study that have been designed to include a minimum of 600 learning hours. This figure includes but is not limited to formal classes, self-study, revision and assessment. However, students completing this qualification should also be able to demonstrate their ability as independent students.

The credit values and unit structures for the qualification are set out in the following

table.

The qualification structure is below, please note all units are mandatory.

Level 2 Diploma in English Communication for Tourism and Hospitality

Candidates must achieve:

all 6 mandatory units, providing 78 credits

I.e. a total of 78 credits

Min credit (Mandatory units): 78 Max credit (Mandatory units): 78

Min GLH for qualification: 300 Max GLH for qualification: 300

Mandatory units

Unit no. Unit title L CV GLH Assessment Method

EEICTH English for effective interviews and careers in tourism and hospitality

2 13 50

Assignment 80%

Presentation 20% to cover

all 6 Units

ETG English for tour guides 2 13 50

CRETH Customer relations English for tourism and hospitality

2 13 50

EHLTA English for hotels, locations and travel agents

2 13 50

EAS English for accommodation and staffing

2 13 50

EA English for aviation 2 13 50

Total

78 300



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ASSESSMENT

Given the broad and highly varied nature of the tourism and hospitality business, assessment of

knowledge purely by examination is not generally felt to be an appropriate assessment method.

Students need to demonstrate their higher-level skills and qualities specified in the learning

outcomes within a heterogeneous vocational context where investigative assignments and

presentations are more appropriate.

Assessment of students' work will be centre-based and measured against the specified

learning outcomes and assessment criteria of each unit. Mark schemes are provided for

each unit and grading criteria are provided below to assist assessors in allocating marks.

Grading criteria

Individual units can be graded either as fail, pass, merit or distinction. However, the qualification

is not subject to grading. The qualification is either achieved or not achieved.

In terms of certification, this means that students will receive a transcript of their results showing

the grades for each unit successfully completed, plus the Diploma that recognises their level of

achievement. Note that the Diploma does not allocate a grade.

The following table explains the generic grading criteria that should be used by centres in

conjunction with the unit mark sheets to assess all students' work.



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GRADING CRITERIA

Level Failure criteria Pass criteria Merit criteria Distinction criteria

Level

2

Students who fail:

To achieve a pass, students must:

To achieve a merit grade (60% to 79%) students must:

To achieve a distinction grade (80%+) students must:

• do not meet the requirements of the assessment criteria and learning outcomes of the unit

meet the

requirements of

the assessment

criteria and

learning

outcomes

• meet the requirements of the assessment criteria and learning outcomes

• identify the key issues in the area of study

• interpret information and ideas in a rational way

• substantiate judgments and support views with examples

• address problems logically

• produce work that is well presented, clear and well structured.

• meet the requirements of the assessment criteria and learning outcomes

• synthesize information and ideas from different sources

• apply ideas and conclusions validly in different contexts

• identify strengths, weaknesses and illogicalities in situations, ideas and theories

• demonstrate in depth understanding and knowledge of relevant issues in the area of study

• use relevant and valid research and investigative techniques to solve problems

• make well argued conclusions or recommendations

• present work that is neat, clear, well-structured and coherent.



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UNITS OF ASSESSMENT



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Title English for effective interviews and careers in tourism and hospitality

Unit purpose and aim(s)

This unit aims to teach students the essential English vocabulary and grammar to enable to them to understand recruitment and job hunting in the tourism and hospitality industry, trends in hotels and tourism and what makes for an effective job interview in tourism and hospitality

CTH ref EEICTH

Level 2

Credit value 13

GLH 50

Learning outcomes

When awarded credit for this unit, a learner will:

Assessment criteria

Assessment of this learning outcome will require a learner to demonstrate that they can:

Indicative content

1. Understand recruitment and job hunting in the tourism and hospitality industry

1.1. Describe the role of private and public employment agencies 1.2. Describe career structures in the tourism and hospitality industry 1.3. Describe the skills and experience needed for a range of jobs within the tourism and hospitality industry

Role of public and private employment agencies

Typical career structures

Typical requirements for skills, experience and qualifications needed

2. Understand trends in hotels and tourism

2.1. Summarise trends in tourism from notes taken 2.2. Summarise trends in hotels from notes taken 2.3. Describe the geographical features of an area 2.4. Contrast the features of two different locations or hotels

Note taking

Writing summaries based on notes

Giving short presentations from notes

Taking and writing about modern day developments

Past simple/present perfect simples tenses

Vocabulary: definitions of tourism, types and means of travel

Past verb forms with “-ed”

Geography

Americans in Europe

Two cities

The definite article

Vocabulary: British/American usage, world regions

The “schwa/”, reading figures aloud



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3. Understand what makes for an effective job interview in tourism and hospitality

3.1. Construct a curriculum vitae and covering letter in accordance with accepted conventions 3.2. Explain how to prepare for a job interview 3.3. Describe how to present oneself for a job interview 3.4. Explain effective job interviewing techniques

Simple/continuous verb forms

Vocabulary: remuneration, formal and informal language

Stress in words ending “-ate”, “ic” and “able”

Writing CVs and covering letters

Researching organisations

Job and person specifications

Matching skills, experiences and competences against job adverts

Standards of presentation

Communication and interviewing techniques (inc. open and closed questions)

References, medicals and CRB checks



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Title English for tour guides


This unit aims to teach students the essential English vocabulary and grammar to enable to understand tour operations, how to promote a destination and responsible tourism and transport within tourism

CTH ref ETG

Level 2

Credit value 13

GLH 50

Learning outcomes


Assessment criteria


Indicative content

1. Understand tour operations 1.1. Describe a range of different holidays 1.2. Describe how to respond to queries about different types of holiday 1.3. Explain how to plan a package tour 1.4. Explain how to negotiate an agreement on a tour 1.5. Describe how to confirm agreements made about a tour 1.6. Explain how to write a report summarising the tour and agreements made

Giving holiday information

Talking about holiday experiences

Writing and responding to letters of enquiry

Compound nouns

Vocabulary: types of holiday, prices, compound adjectives with numbers

Word stress

Writing reports

Planning a package tour

Negotiating an agreement

Writing a letter of confirmation

The passive voice

Negotiations

Contracted forms of modals and auxiliaries

2. Understand how to promote a destination and responsible tourism

2.1. Identify strengths and weaknesses of a country 2.2. Describe ways of promoting an area 2.3. Explain how to write promotional materials that describe the area accurately 2.4. Explain the factors to be taken into account in describing an itinerary 2.5. Explain the factors to be taken into account in reporting on a familiarisation trip 2.6. Explain how to write a press release

Identifying a country’s strengths and weaknesses

Describing ways of promoting are area

Writing promotional materials

Describing an itinerary

Reporting on a familiarisation trip (presentation)

Referring to the future

Vocabulary: advertising and publicity, countable and uncountable nouns, brochure language

Pausing and rhythm



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Writing press releases

Reporting verbs

Vocabulary: meetings – verb an noun, collocations, eco-tourism

Word boundaries

3. Understand transport within tourism

3.1. Explain how to map an itinerary 3.2. Describe the factors to be taken into account when making recommendations about transport to a tourist board

Mapping an itinerary

Making recommendations to a tourist board

Two-part verbs

Vocabulary: transport

Word boundaries



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Title Customer relations English for tourism and hospitality


This unit aims to teach students the essential English vocabulary and grammar to enable them to understand the requirements of customer relations in tourism and hospitality, how to deal with customer complaints in tourism and hospitality and the importance of effective customer service to a business in tourism and hospitality

CTH ref CRETH

Level 2

Credit value 13

GLH 50

Learning outcomes


Assessment criteria


Indicative content

1. Understand the requirements of customer relations in tourism and hospitality

1.1. Describe the meaning of “customer care” 1.2. Describe the features of customer service standards in the tourism and hospitality industry 1.3. Explain how a customer’s experiences affect their view

Customer care

Customer charters and service standards

Behaviours displayed by dissatisfied customers

Effects of a customer’s experiences on their perceptions

2. Understand how to deal with customer complaints in tourism and hospitality

2.1. Describe the procedures for dealing with customer complaints 2.2. Explain how to write a letter of apology to a dissatisfied customer 2.3. Explain how to deal with a claim for compensation 2.4. Explain how to confirm agreements made with customers

Dealing with complaints

Writing letters of apology

Writing letters confirming agreements

Infinitive or gerund

Prefixes, adjectives describing personality

Contrastive stress

Loyalty schemes

3. Understand the importance of effective customer service to a business in tourism and hospitality

3.1. Describe how a customer’s experiences affect their perception of the organisation 3.2. Describe the importance of honouring agreements made with customers 3.3. Explain the link between positive customer relations and the value to a business

Customers’ perceptions

Bad news travels fast and far

Keeping promises with customers

The bottom line: the value of customer service



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Title English for hotels, locations and travel agents


This unit aims to teach students the essential English vocabulary and grammar to enable them to understand how to communicate in hotels, how to communicate about locations in the tourism and hospitality industry and understand communication in travel agencies

CTH ref EHLTA

Level 2

Credit value 13

GLH 50

Learning outcomes


Assessment criteria


Indicative content

1. Understand how to communicate in hotels

1.1. Explain how to respond to letters of enquiry 1.2. Describe how to negotiate bookings for conferences and groups 1.3. Explain the factors to be taken into account in writing letters of confirmation 1.4. Describe how to write a memo 1.5. Describe a hotel’s facilities

Replying to letters of enquiry

Negotiating bookings for conferences and groups

Writing letters of confirmation

Writing memos

Describing hotel facilities

Types of adjectives, order of adjectives

Vocabulary: hotel facilities, collocations

Stress in compound adjectives

2. Understand how to communicate about locations in the tourism and hospitality industry

2.1. Describe a range of locations in the tourism and hospitality industry 2.2. Describe how to give information digitally 2.3. Describe the factors to be taken into account in writing a report relating to tourism or hospitality 2.4. Explain the factors to be taken into account in choosing a hotel site 2.5. Describe the factors to be taken into account in writing promotional material

Writing emails giving information

Taking part in a meeting to decide on the viability of a new venture

Writing a report

Choosing a site for a hotel

Writing a promotional material

Conjunctions

Vocabulary: hotels, trade fairs, tour operators, formal and informal language

Pronunciation of the letter “i”

3. Understand communication in travel agencies

3.1. Explain how to take bookings 3.2. Explain how to write and record an answerphone message

Writing a tourist information leaflet

Writing and recording an answerphone message



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3.3. Describe how to write letters of confirmation using the accepted conventions 3.4. Describe the factors to be taken into account in writing a tourist leaflet 3.5. Explain how to give tourist advice and suggestions on tourist attractions that meet their specification 3.6. Describe a range of museum exhibits and monuments 3.7. Explain how to give a tour guide

Giving tourist advice and suggestions on tourist attractions

Conditionals

Describing museum exhibits and monuments

Guided tours

Vocabulary: sports, museum exhibits and monuments

Pausing, stress and pitch

Taking bookings and filling in booking forms

Writing letters of confirmation

Writing a set of instructions and payment procedures

Asking questions, tag questions

Vocabulary: payment procedures, travel language e.g. scheduled, chartered

The alphabet, intonation in questions, intonation in tag, questions



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Title English for accommodation and staffing


This unit aims to teach students the essential English vocabulary and grammar to enable them to understand accommodation in the tourism and hospitality industry, hotel staffing and internal organisation and reservation, check in and check out procedures

CTH ref EAS

Level 2

Credit value 13

GLH 50

Learning outcomes


Assessment criteria


Indicative content

1. Understand accommodation in the tourism and hospitality industry

1.1. Describe the features of different types of accommodation 1.2 Explain the factors to be taken into account when suggesting accommodation 1.3 Describe how to handle enquiries on hotel facilities and services

Making recommendations on accommodation

Writing promotional materials

Handling enquiries on hotel facilities and services

Active listening, asking appropriate questions, paraphrasing, offering assistance and advice

Vocabulary: hotel facilities and services

Sound and spelling

2. Understand hotel staffing and internal organisation

2.1. Explain the staffing structure of a hotel 2.2. Describe the components of a job description and person specification 2.3. Describe the interface between different departments within a hotel

Various departments and positions in a hotel

Designing job descriptions

Vocabulary: hotel organisational structure, departments and positions

3. Understand reservation, check in and check out procedures

3.1. Explain how to meet and greet guests 3.2. Describe the procedure for welcoming guests on arrival 3.3. Explain how to handle a reservation enquiry 3.4. Explain how to complete a registration form and handle a range of enquiries on check in 3.5. Describe how to present a bill and handle payment at check-out

Welcome back

Customer handling techniques: greetings, offer assistance, taking messages (face to face, telephone and email)

Handing a reservation enquiry

Welcoming guests on arrival

Completing registration forms



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Handling other enquiries at check in

Appropriate greetings, welcoming

Vocabulary: hotel product knowledge, front office operations, housekeeping

Intonation

Presenting the bill

Handling payment at check out

Say goodbye and invite back

Formal and informal

Vocabulary: financial terms, guest departure/farewell

Word boundaries



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Title English for aviation


This unit aims to teach students the essential English vocabulary and grammar to enable them to understand the structure of and roles within the aviation industry, customer service within the aviation industry and security within the aviation industry

CTH ref EFA

Level 2

Credit value 13

GLH 50

Learning outcomes


Assessment criteria


Indicative content

1. Understand the structure of and roles within the aviation industry

1.1. Describe the role of regulatory organisations within the aviation industry 1.2. Describe the roles of a range of job functions 1.3. Explain the difference between airside and landside operations 1.4. Explain the interface between different departments in an airport

Roles of CAA, EASA, ICAO

Roles of staff: ticketing, reception, check in, baggage handlers, ground and air crew, security, air traffic controllers, ramp operators

Roles and interface between security, customs and immigration staff

Factors affecting airside and landside operations

Vocabulary: roles of organisations and job functions

2. Understand customer service within the aviation industry

2.1. Describe the customer skills needed by ticketing and check in staff 2.2. Explain how to solve problems relating to check in and baggage drops

Ticketing procedures

Check in procedures

Bag drop procedures

Customer service standards

Typical problems and how to resolve them

Vocabulary: ticketing, check in baggage drop, problem solving

3. Understand security within the aviation industry

3.1. Describe the security checks at each stage of a passenger journey 3.2. Describe the reasons for security checks 3.3. Describe the checks carried out on baggage 3.4. Explain what to do in the event of a security alert

Identity checks

Checks for contraband

Anti-terrorism

Procedures for baggage checks

Security alerts: what constitutes an alert and how to respond



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APPENDIX A:



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English communication for tourism and hospitality

Unit title Assessment methodology

Assignment 80%

Presentation 20%



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Unit title English communication for tourism and hospitality

Credit value 78

Level 2

CTH ref.

Student name

Assessment ref

Centre

Instructions for marking assignments and presentations

This qualification must be assessed by an assignment and a presentation. The assignment

will account for 80% of the marks and the presentation will account for 20% of the marks. The

assignment covers the whole qualification.

Assignment instructions

Students must base their assignments on their own working practice in their place of work or in

an organisation that is known to them. They must show their knowledge and understanding of

the units of assessment and any recommended reading.

Assignments must:

include evidence that shows that the student meets all the Learning Outcomes and

Assessment Criteria of the unit;

include a brief introduction to the assignment;

include an analysis and evaluation of the topic they discuss and facts should be used

to support conclusions and recommendations;

make clear connections between theory and practice;

provide a demonstration of the practical application of theory in the workplace;

cite references in accordance with the Harvard System;

be presented in report format;

be within 10% of the required word count;

may include additional information (e.g. working notes and calculations) which should

be added as supplementary appendices to the report.

One electronic and one paper copy of the final assignment report should be submitted. This

should include a front cover page with the student's and tutor's declaration.



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Presentation instructions

Students need to produce a presentation based on their assignment. Presentations must:

include evidence that shows that the student meets all the Learning Outcomes

andAssessment Criteria of the unit;

Utilise Power Point Slides. A minimum of 8 slides should be produced and these

should be printed out and presented to CTH.

be at least of 15 minutes duration (a maximum allowance of 20 minutes) 10 minutes

be allocated for questions.

Include a minimum of 5 questions which are asked of student and at least 1 question

for every assessor involved in the assessment

be an individual student’s own work and be attributable to a named individual

make clear connections between theory and practice

provide a demonstration of the practical application of theory in the workplace;

there should be at least one A4 page handout and / or supporting information to be

given to the audience. This should be presented to CTH along with copies of Power

Point slides. The role of Assessors to interview and stop the presentation if it is longer than 20

minutes.

One electronic and hard copy of the Power Point slides should be submitted. This should include the student’s and tutor’s declaration.

Handouts and any supporting information given out during presentation must be

submitted to CTH as part of the assessment. STUDENTS MUST ACHIEVE A MINIMUM 30 OF THE AVAILABLE 80 MARKS IN THE ASSIGNMENT AND 10 OF THE AVAILABLE 20 MARKS IN THE PRESENTATION IN ORDER TO SUCCESSFULLY COMPLETE THIS QUALIFICATION.



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ASSESSMENT TASKS

Assessment tasks for Assignment 80% and Presentation 20%.



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Assessment tasks – Assignment (80%)

English communication for tourism and hospitality Students are required to select an organisation in the tourism and hospitality industry and prepare a report of around 2,000 words discussing the use of English communication for tourism and hospitality with particular reference to the following areas:

English for effective interviews and careers in tourism and hospitality

English for tour guides

Customer relations English for tourism and hospitality

English for hotels, locations and travel agents

English for accommodation and staffing

English for aviation.

Outline Students are required to conduct relevant and adequate primary and secondary research on the chosen organisation(s). The student should therefore be able to visit the selected organisation(s).

Students should include a brief introduction to the organisation(s) they have selected in terms of the size, customers, services, products and future plans.

Students’ comprehension and use of English will be assessed in context of the hospitality and tourism industry. The following areas should be evaluated in detail supported by examples quoted from the selected organisation(s).


describing recruitment and job hunting

describing trends

what makes for an effective job interview.


describing tour guides

how to promote a destination and responsible tourism

transport within tourism.


describing the requirements of customer relations

how to deal with customer complaints



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the importance of effective customer service to a business.

English for hotels, locations and travel agents how to communicate in hotels

how to communicate about tourism and hospitality locations

communication in travel agencies.

English for accommodation and staffing describing accommodation

explaining hotel staffing and internal organisation

reservations, check in and check out procedures.

English for aviation

explaining the structure of and roles within the aviation industry

customer service within the aviation industry

security within the aviation industry.

Students should demonstrate the application of theory and knowledge to their chosen organisation(s) and ensure they have addressed the assessment criteria outlined in the following tables.

The analysis should be concluded with detailed and well-justified recommendations; relevant examples can also be used. The secondary research undertaken should be appended to this assignment.



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Task instructions – Assignment Task 1 - English for interviews and careers in tourism and hospitality - 15%

Students must show that they meet the Learning Outcomes (LOs) and Assessment Criteria (AC) of

the unit of assessment. Therefore, consideration will be given to whether students achieved the

following:

Assessment criteria LO/AC ref Marks

1 Describe the role of private and public employment agencies, career structures and the skills and experience needed for a range of jobs

LO1, 1.1, 1.2,

1.3

5

2 Describe trends in tourism and hotels from notes taken,

the geographical features of an area and contrast the

features of two different locations or hotels

LO2, 2.1, 2.2,

2.3, 2.4

5

3 Construct a CV, explain how to prepare for and present

oneself at a job interview and effective job interview

techniques

LO3, 3.1, 3.2,

3.3, 3.4

5

The word count is 350 words

Task instructions – Assignment Task 2 - English for tour guides - 15%



following:


1 Describe a range of holidays, how to respond to holiday-

related queries, how to plan a package tour, how to

negotiate an agreement on a tour, how to confirm tour

agreements and how to report tours and agreements made

LO1, 1.1, 1.2,

1.3, 1.4, 1.5,

1.6

6

2 Describe the strengths and weaknesses of a country, ways

of promoting an area, how to write promotional materials, the

factors to take into account in itinerary descriptions and

familiarisation trip reports and how to write press releases

LO2, 2.1, 2.2,

2.3, 2.4, 2.5,

2.6

5

3 Explain how to map an itinerary and the factors to take into

account when making transport-related recommendations to

a tourist board

LO3, 3.1, 3.2 4




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Task instructions – Assignment Task 3 - Customer relations English for tourism and hospitality - 25%



following:


1 Describe the meaning of “customer care”, the features of

customer service standards and the impact of a customer’s

experiences

LO1, 1.1, 1.2,

1.3

8

2 Describe customer complaints handling procedures, how

to write a letter of apology, how to deal with a compensation

claim and how to confirm agreements made with customers

LO2, 2.1, 2.2,

2.3, 2.4

8

3 Describe how a customer’s experiences affects their

perception of an organisation, the importance of honouring

agreements with customers and the link between positive

customer relations and the value to a business

LO3, 3.1, 3.2, 3.3, 3.4

9




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Task instructions – Assignment Task 4 - English for hotels, locations and travel agents - 15%



following:


1 Describe how to respond to letters of enquiry to a hotel,

how to negotiate conferences and group bookings, the

factors to take into account when writing letters of

confirmation, how write a memo and describe a hotel’s

facilities

LO1, 1.1, 1.2,

1.3, 1.4, 1.5

4

2 Describe a range of tourist locations, how to give

information digitally, the factors to take into account when

writing reports, when choosing a hotel site and when writing

promotional material

LO2, 2.1, 2.2,

2.3, 2.4, 2.5

5

3 Describe how to take travel agency bookings, how to write

and record answerphone messages, how to write letters of

confirmation, the factors to take into account when writing

tourist leaflets, how to give advice and information on tourist

attractions, describe museum exhibits and monuments and

how to give a tour guide

LO3, 3.1, 3.2, 3.3, 3.4, 3.5, 3.6, 3.7

6




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Task instructions – Assignment Task 5 - English for accommodation and staffing - 15%



following:


1 Describe the features of different types of accommodation,

the factors to take into account when suggesting

accommodation and how to handle hotel facilities enquiries

LO1, 1.1, 1.2,

1.3

4

2 Describe a hotel staffing structure, the components of a job

description and person specification and the interface

between different hotel departments

LO2, 2.1, 2.2,

2.3

5

3 Describe how to meet, greet and welcome guests, how to

handle reservation enquiries, complete registration forms,

handle check in enquiries and how to present a bill and

handle payment on check out

LO3, 3.1, 3.2, 3.3, 3.4, 3.5

6




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The assignment should have a word count of 2,000 words

Task instructions – Assignment Task 6 – English for aviation - 15%



following:


1 Describe the role of regulatory organisations, the roles of

a range of job functions, the difference between airside

and landside operations and the interface between

departments in an airport

LO1, 1.1, 1.2,

1.3, 1.4

5

2 Describe the customer skills needed by ticketing and

check in staff and how to solve check in and baggage

drop problems

LO2, 2.1, 2.2 5

3 Describe the passenger security checks at each stage

of the journey, the reasons for them, the checks carried

out on baggage and what to do in the event of a security

alert

LO3, 3.1, 3.2, 3.3, 3.4

5




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Assessment tasks – Presentation (20%)

English Communication for tourism and hospitality

Based on the assignment unit of this qualification students are required to produce a 15 minutes presentation (maximum of 20 minutes) covering the following areas:




English for hotels, locations and travel agents

English for accommodation and staffing

English for aviation.

Outline

The following areas should be covered in the presentation supported by examples quoted from the selected organisation(s).

English for effective interviews and careers in tourism and hospitality describing recruitment and job hunting

describing trends

what makes for an effective job interview.


describing tour guides

how to promote a destination and responsible tourism

transport within tourism.


describing the requirements of customer relations

how to deal with customer complaints

the importance of effective customer service to a business.

English for hotels, locations and travel agents how to communicate in hotels

how to communicate about tourism and hospitality locations

communication in travel agencies.

English for accommodation and staffing describing accommodation

explaining hotel staffing and internal organisation

reservations, check in and check out procedures.

English for aviation

explaining the structure of and roles within the aviation industry

customer service within the aviation industry

security within the aviation industry.



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Students should demonstrate the application of theory and knowledge to their chosen organisation(s) and ensure they have addressed the assessment criteria outlined in the following tables.

The analysis should be concluded with detailed and well-justified recommendations; relevant examples can also be used

Level 2 Diploma in English Communication for Tourism and Hospitality Qualification Handbook

© Copyright CTH July 2016

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ENGLISH COMMUNICATION FOR TOURISM AND · PDF fileQualification Specification ... IELTS 3.5 or other evidence of competence in English at ... Communication for Tourism and Hospitality

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