International Tourism & Leisure

Management

Assignment Feedback form

Learner name
Course title International Tourism & Leisure Management
Assessor name GOO/ADA
Internal Verifier name Date
Assignment title Holiday rep
Unit number and title Unit 4
Unit 5
Unit 6
Unit 11
Unit 20
Outcome number(s) Unit 4
and statement(s) Unit 5
Unit 6
Unit 11
Unit 20
Date set Hand-in date
Review dates 1. 2. 3.

Level Grading criteria Y/N*

P • Describe in detail the roles and responsibilities of one type of
property representative and at least one other type of holiday
representative
• Explain the legal responsibilities of the representative and the role
they play in relation to health and safety in the holiday
environment.
• Use appropriate communication techniques on transfers, at
welcome meetings and in one other situation to deal with
customers
• Use appropriate communication techniques to produce an
information booklet and notice board to provide information to
customers and to complete one example of company
documentation
• Use social and customer service skills to deal effectively with
customers at welcome meetings and in two other situations

M • Compare and contrast the roles and responsibilities of two

different types of representative
• Explain how the legal and health and safety responsibilities affect
the role of two different types of representative
• Consistently deal effectively with range of customers in different
types of situations.

D • Analyse the contribution that the Holiday representative can make

to enhance the customer’s holiday experience and the potential
effects of the representative’s failure to provide an appropriate
level of service.
• Consistently project a professional company image in all
communications with customers dealing confidently and
communicating positively when dealing with a range of customers
in different types of situations.
 International Tourism & Leisure
Management

Assessed in the context of core task 1/ 2 / 3 / 4 / 5

Criteria Capable Not capable
Keeping track of trends
- collects information on developments and
trends in the market(C.4.1)
Draw up an action plan
- determines what needs to be done based on
relevant information (C.4.2)
- contributes to monitoring the
implementation of the plans (C.4.2)
Implement Human Resource management
- provides a contribution to good work
surroundings
(C.4.4)
-discusses opportunities for promotion and
education in line with the wishes and capacities of
the employee and the possibilities of the
company (C.4.4)
Report on proceedings and duties
- Determines to whom should be reported
(manager/owner, employees etc). (C.4.10 – N)
- Determines what information is relevant for the
person
to whom is reported and tunes speech
accordingly(C.4.10)
-gives clear and complete information, preventing
fraud
(C.4.10 – N)
- speaks and writes in proper English (C.4.10)
- takes into account the requirements for proper
use of
language (C.4.10 )
- uses modern means of communication, when
required
(C.4.10)
Coordinate and monitor work in progress
- checks the quality of work in progress (C.4.11)
- takes care of sufficient resources and material
(C.4.11)
- plans and organises own daily work (C.4.11)
- places ones own actions in a broader
perspective
(C.4.11 - O)
- uses correct ambulatory forms (C.4.11 – N/C)
- restricts problems as a result of the daily work
to a
minimum (C.4.11 - N)
- clears the workplace after the daily work
(C.4.11 - N)
Inspire Employees
- Tunes styles of communication to the other
person’s
style and the situation
 International Tourism & Leisure
Management
- Contributes to co-operation and communication
(C. 4.13)
- formulates own opinion/points of view with
regard to
normative aspects of the profession (C. 4.13 - N)
- observes work agreements (C. 4.13 - So)
Prepare, direct and complete meetings
- shows persuasiveness, decisiviness and
responsibility
(C.4.15 – O)
- is cautious with information (C.4.15)

Receive and deal with questions and

complaints
- deals with questions and complaints according
to
company procedures (C. 4.16)
- points out rights/legislation to guests/customers
(C. 4.16 - N)
Evaluate own performance
- takes personal capacities and possibilities into
account
(C.4.17)
- analyses and assesses own working methods
(C.4.17)
- is receptive to feedback and suggestions
(C.4.17)
- seeks assistance/support if necessary. (C.4.17 –
E/L)
Keep updating expertise
- shows motivation to learn. (C.4.18 - L)
- steers one’s learning process (C.4.18 - L)
- shares knowledge and experience with others
(C.4.18 - O)
- uses Internet for obtaining information on the
field (C.4.18)
Implement Daily Operations
- Carry out of daily work
the control is able in an adequate manner daily
carry out daily work.
Score start basic advanced competent
B. Criteria
Z. Independence
C. Complexity
Final score

Learner declaration
I confirm that the work submitted for this assignment is my own.
 International Tourism & Leisure
Management
Learner Date
signature

Feedback
Feedback to learner
(Evidence presented against the published criteria)

Final Score* P/M/D