TOURISM PROMOTION SERVICES NC II – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR TOURISM PROMOTION SERVICES NC II COURSE

The Tesda Course in TOURISM PROMOTION SERVICES NC II consists of competencies that a person must achieve to advocate and sell tourism destination, products and services through technology-based information gathering and application of sales and promotions principles and techniques.

This Qualification is packaged from the competency map of the Tourism Sector.

A student who has achieved this Qualification is competent to be:

• Tourist Information Officer (LGU)
• Tourism Desk Officer (LGU)
• Travel Adviser/Consultant (Tourism Enterprise)
• Concierge Agent (Tourism Enterprise)

TRAINEE ENTRY REQUIREMENTS

Trainees or students wishing to enroll in these course qualifications should possess the following requirements:

• can communicate in English both in the oral and written form; and
• can perform basic mathematical computation.

This list does not include specific institutional requirements such as educational attainment, appropriate work experience, and others that may be required of the trainees by the school or training center delivering the TVET program.

TOURISM PROMOTION SERVICES NC II – TRAINING AND REGULATION MODULE

Course Title: TOURISM PROMOTION SERVICES
Level: NC II
Nominal Training Duration :

(Basic Competency) 20 Hours
(Common Competency) 28 Hours
(Core Competency) 28 Hours

Total Duration: 76 Hours

This course is designed to enhance the knowledge, skills, behavior and motivations in accordance with industry standards.
To advocate and sell tourism destination, products and services through technology-based information gathering and application of sales and promotions principles and techniques.

COMPETENCIES REQUIRED IN TOURISM PROMOTION SERVICES NC II

This units of competency comprising this qualification include Basic, Common, and Core Competencies.

To obtain this TESDA course in TOURISM PROMOTION SERVICES NC II, all units prescribed for this qualification must be achieved.

These units of competency comprising this qualification include the following:

UNIT CODE	CORE COMPETENCIES (28 Hours)
TRS5113123	Operate technology-based information system
TRS5113124	Provide information and advice on a destination, product or service
TRS5113125	Promote tourism products and services
UNIT CODE	COMMON COMPETENCIES (28 Hours)
TRS311201	Develop and update industry knowledge
TRS311202	Observe workplace hygiene procedures
TRS311203	Perform computer operations
TRS311204	Perform workplace and safety practices
TRS311205	Provide effective customer service
UNIT CODE	BASIC COMPETENCIES (20 Hours)
500311105	Participate in workplace communication
500311106	Work in a team environment
500311107	Practice career professionalism
500311108	Practice occupational health and safety procedures

This section gives the details and contents of the units of competency required in TOURISM PROMOTION SERVICES NC II. These units of competency are categorized into basic, common and core competencies.

CORE COMPETENCIES

This section gives the details of the contents of the core units of competency required in TOURISM PROMOTION SERVICES NC II.

UNIT OF COMPETENCY : OPERATE TECHNOLOGY-BASED INFORMATION SYSTEM
UNIT CODE : TRS5113123

This unit deals with the knowledge, skills, behavior and motivations required to access and interpret information by using computer-based systems and internet resources to acquire and interpret tourism-related information on a destination, product or service.

1. Access information on an automated system
   • Sources of information and Information requirements are identified as to relevance and accessibility
   • Identified information sources are accessed with the automated system in an efficient manner
   • Appropriate search methods are selected for the type of information required
   • Key words and phrases are used to search for required information
   • Other sources of information – electronic or otherwise – selected in accordance with enterprise policy, commercial agreements and other specific need that meet sales and operational needs
   • Features of the system are used and manipulated to access the full range of system information
2. Check and download information
   • Information is accessed to meet the required scope and purpose
   • Further search is conducted if information is insufficient
   • Information is selected based on client/situation requirements
   • Order is placed for any information that requires purchase
   • Information is downloaded/printed in accordance with system procedures and company requirements
3. Interpret downloaded information
   • Downloaded information is interpreted and classified to meet any particular need
   • Specific information is correctly interpreted and selected to meet specific operational needs
   • Specific technical terms or jargon are correctly interpreted to facilitate delivery of accurate information
4. Organize information
   • Information is classified in a suitable format for use
   • Information is stored/ filed in accordance with company policies

UNIT OF COMPETENCY: PROVIDE INFORMATION AND ADVICE ON A DESTINATION, PRODUCT OR SERVICE
UNIT CODE : TRS5113124

This unit deals with the knowledge, skills, behavior and motivations required to provide information and advice to fulfill a range of sales and operational activities such as promoting a destination, products and services.

1. Develop information on a destination, product or service
   • Information sources are identified and accessed for current and accurate information on a destination, product or service
   • Information is obtained on features of the destination and the general type of tourism products and services available
   • Information is identified and obtained on the different tourism products and services available which can meet customer needs.
   • Information is recorded and stored for future use in accordance with enterprise procedures.
2. Update information on a destination, product or service
   • Informal and formal research are used to update destination and general product and services knowledge
   • Feedback is sought on experience with destinations from both colleagues and customers and this is provided to other organizations where appropriate.
   • Updated information is shared with colleagues in accordance with enterprise procedures.
3. Provide information and advice on a destination, product or services available at the destination
   • Specific information and advice needs of the customer are accurately identified
   • Range of current and accurate destination and general product information and advice is provided in a timely manner and in accordance with company procedures
   • Customer needs are addressed by ensuring appropriate scope and depth of information
   • Information and advice are presented in an appropriate format and style

UNIT OF COMPETENCY : PROMOTE TOURISM PRODUCTS AND SERVICES
UNIT CODE : TRS5113125

This unit deals with the knowledge, skills, behavior and motivations required to promote a destination and sell tourism products and services proactively in a range of industry contexts.

1. Identify customer needs
   • Specific customer needs and preferences are accurately identified, including cultural needs and expectations.
   • Customer requirements which, if met, would breach ethical and legal commitments, are immediately identified.
   • Rapport is established with the customer to promote goodwill and trust.
2. Suggest products to meet customer needs
   • Research is conducted, when required, to source information to meet specific customer needs
   • Product options are tailored to the specific needs of the customer
   • Product suggestions are made in accordance with current enterprise promotional focus and any preferred product arrangements where appropriate
   • Customers are made aware of additional products and options which may enhance their itinerary
   • All options are provided within the appropriate or agreed timeframe
   • All options are presented in a format and style most appropriate to the particular customer and in accordance with enterprise procedures
3. Provide product information and advice
   • Specific product information and advice needs of the customer are accurately identified
   • Current and accurate product information and advice are provided in a timely manner
   • Scope and depth of the information are made appropriate to customer needs
   • Information and advice are presented in an appropriate format and style
   • Features and benefits are clearly explained and promoted to the customer
4. Sell tourism related products and services
   • Customer interest is created according to established sales guidelines
   • Suitable sales pitch/ presentation regarding tourism-related products and services are created and executed
   • Customer’s reactions to sales pitch is observed and addressed accordingly
   • Customer’s issues and problems are proactively identified and resolved
   • Appropriate sales closing techniques are applied according to established sales guidelines

COMMON COMPETENCIES

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
UNIT CODE : TRS311201

This unit of competency deals with the knowledge, skills required to access, increase and update industry knowledge. It includes seek information on the industry and update industry knowledge.

1. Seek information on the industry
   • Sources of information on the industry are correctly identified and accessed
   • Information to assist effective work performance is obtained in line with job requirements
   • Specific information on sector of work is accessed and updated
   • Industry information is correctly applied to day-to-day work activities
2. Update industry knowledge
   • Informal and/or formal research is used to update general knowledge of the industry
   • Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-to-day working activities
3. Develop and update local knowledge
   • Local knowledge is developed to assist queries on local/national tourism industry
   • Local knowledge is updated using informal and/or formal research
   • Contact with local communities is maintained
4. Promote products and services to customers
   • Promotional initiatives are described that may be used to promote products and services
   • Selling skills are applied according to customer needs

UNIT OF COMPETENCY: OBSERVE WORKPLACE HYGIENE PROCEDURES
UNIT CODE : TRS311202

This unit of competency deals with the knowledge, skills and attitudes in observing workplace hygiene procedures. It includes following hygiene procedures and identifying and preventing hygiene risks.

1. Follow hygiene procedures
   • Workplace hygiene procedures are implemented in line with enterprise and legal requirements
   • Handling and storage of items are undertaken in line with enterprise and legal requirements
2. Identify and prevent hygiene risks
   • Potential hygiene risks are identified in line with enterprise procedures
   • Action to minimize and remove risks are taken within scope of individual responsibility of enterprise/legal requirements
   • Hygiene risks beyond the control of individual staff members are reported to the appropriate person for follow up

UNIT OF COMPETENCY: PERFORM COMPUTER OPERATIONS
UNIT CODE : TRS311203

This unit covers the knowledge, skills and attitudes and values needed to perform computer operations which includes inputting, accessing, producing and transferring data using the appropriate hardware and software

1. Plan and prepare for task to be undertaken
   • Requirements of task are determined
   • Appropriate hardware and software is selected according to task assigned and required outcome
   • Task is planned to ensure OH & S guidelines and procedures are followed
2. Input data into computer
   • Data are entered into the computer using appropriate program/application in accordance with company procedures
   • Accuracy of information is checked and information is saved in accordance with standard operating procedures
   • Inputted data are stored in storage media according to requirements
   • Work is performed within ergonomic guidelines
3. Access information using computer
   • Correct program/application is selected based on job requirements
   • Program/application containing the information required is accessed according to company procedures
   • Desktop icons are correctly selected, opened and closed for navigation purposes
   • Keyboard techniques are carried out in line with OH & S requirements for safe use of keyboards
4. Produce/output data using computer system
   • Entered data are processed using appropriate software commands
   • Data are printed out as required using computer hardware/peripheral devices in accordance with standard operating procedures
   • Files and data are transferred between compatible systems using computer software, hardware/peripheral devices in accordance with standard operating procedures
5. Maintain computer equipment and systems
   • Systems for cleaning, minor maintenance and replacement of consumables are implemented
   • Procedures for ensuring security of data, including regular back-ups and virus checks are implemented in accordance with standard operating procedures
   • Basic file maintenance procedures are implemented in line with the standard operating procedures
   • Document systems are maintained

UNIT OF COMPETENCY: PERFORM WORKPLACE AND SAFETY PRACTICES
UNIT CODE : TRS311204

This unit of competency deals with the knowledge, skills and attitudes in following health, safety and security practices. It includes dealing with emergency situations and maintaining safe personal presentation standards.

1. Follow workplace procedures for health, safety and security practices
   • Correct health, safety and security procedures are followed in line with legislation, regulations and enterprise procedures
   • Breaches of health, safety and security procedures are identified and reported in line with enterprise procedure
   • Suspicious behavior or unusual occurrence are reported in line with enterprise procedure
2. Perform child protection duties relevant to the tourism industry
   • Issue of sexual exploitation of children by tourist is identified
   • National, regional and international actions are described to prevent the sexual exploitation of children by tourists
   • Actions that can be taken in the workplace are described to protect children from sexual exploitation by tourists
3. Observe and monitor people
   • Areas and people who require observation and monitoring is prepared
   • Observation and monitoring activities are implemented
   • Apprehension of offenders are determined
   • Offenders are arrested according to enterprise procedures
   • Administrative responsibilities are fulfilled
4. Deal with emergency situations
   • Emergency and potential emergency situations are recognized and appropriate action are taken within individual’s scope of responsibility
   • Emergency procedures are followed in line with enterprise procedures
   • Assistance is sought from colleagues to resolve or respond to emergency situations
   • Details of emergency situations are reported in line with enterprise procedures
5. Maintain safe personal presentation standards
   • Safe personal standards are identified and followed in line with enterprise requirements
6. Maintain a safe and secure workplace
   • Workplace health, safety and security responsibilities are identified
   • Framework to maintain workplace health, safety and security are maintained
   • Procedures for identifying and assessing health, safety and security hazards and risks are implemented
   • Injuries, illnesses and incidents are investigated
   • Organization’s health, safety and security effectiveness are evaluated

UNIT OF COMPETENCY: PROVIDE EFFECTIVE CUSTOMER SERVICE
UNIT CODE : TRS311205

This unit of competency deals with the knowledge, skills and attitudes in providing effective customer service. It includes greeting customer, identifying customer needs, delivering service to customer, handling queries through use of common business tools and technology and handling complaints, evaluation and recommendation.

1. Greet customer
   • Customers are greeted in line with enterprise procedure
   • Verbal and non-verbal communications are appropriate to the given situation
   • Non verbal communication are observed when responding to customers
   • Sensitivity to cultural and social differences is demonstrated
2. Identify needs of customers
   • Appropriate interpersonal skills are used to ensure that customer needs are accurately identified
   • Customer needs are assessed for urgency so that priority for service delivery can be identified
   • Customers are provided with information 2.4 Personal limitation in addressing customer needs is identified and where appropriate, assistance is sought from supervisor
3. Deliver service to customer
   •  Customer needs are promptly attended to in line with enterprise procedure
   • Appropriate rapport is maintained with customer to enable high quality service delivery
   • Opportunity to enhance the quality of service and products are taken wherever possible
4. Handle queries through use of common business tools and technology
   • Common business tools and technology are used efficiently to determine customer requirements
   • Queries/ information are recorded in line with enterprise procedure
   • Queries are acted upon promptly and correctly in line with enterprise procedure
5. Handle complaints/conflict situations, evaluation and recommendations
   • Guests are greeted with a smile and eye-to-eye contact
   • Responsibility for resolving the complaint is taken within limit of responsibility and according to enterprise policy
   • Nature and details of complaint are established and agreed with the customer
   • Threats to personal safety are identified and managed to personal safety of customers or colleagues and appropriate assistance is organized
   • Appropriate action is taken to resolve the complaint to the customers satisfaction wherever possible
   • Conflict situations are resolved within scope of individual responsibility by applying effective communication skills and according to enterprise policy

BASIC COMPETENCIES

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
UNIT CODE : 500311105

This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements.

1. Obtain and convey workplace information
   • Specific and relevant information is accessed from appropriate sources
   • Effective questioning, active listening and speaking skills are used together and convey information
   • Appropriate medium is used to transfer information and ideas
   • Appropriate non- verbal communication is used
   • Appropriate lines of communication with supervisors and colleagues are identified and followed
   • Defined workplace procedures for the location and storage of information are used
   • Personal interaction is carried out clearly and concisely
2. Participate in workplace meetings and discussions
   • Team meetings are at ended on time
   • Own opinions are clear expressed and those of others are listened to without interruption
   • Meeting inputs are consistent with the meeting purpose and established protocols
   • Workplace interactions are conducted in a courteous manner
   • Questions about simple routine workplace procedures and matters concerning working conditions of employment are asked and responded to.
   • Meetings outcomes are interpreted and implemented
3. Complete relevant work related documents
   • Range of forms relating to conditions of employment are completed accurately and legibly
   • Workplace data is recorded on standard workplace forms and documents
   • Basic mathematical processes are used for routine calculations
   • Errors in recording information on forms/documents are identified and properly acted upon
   • Reporting requirements to supervisor are completed according to organizational guidelines

UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
UNIT CODE : 500311106

This unit covers the skills, knowledge and attitudes to identify role and responsibility as a member of a team.

1. Describe team role and scope
   • The role and objective of the team is identified from available sources of information
   • Team parameters, reporting relationships and responsibilities are identified from team discussions and appropriate external sources.
2. Identify own role and responsibility within team
   • Individual role and responsibilities within the team environment are identified.
   • Roles and responsibility of other team members are identified and recognized.
   • Reporting relationships within team and external to team are identified.
3. Work as a team member
   • Effective and appropriate forms of communications used and interactions undertaken with team members who contribute to known team activities and objectives.
   • Effective and appropriate contributions made to complement team activities and objectives, based on individual skills and competencies and workplace context.
   • Observed protocols in reporting using standard operating procedures.
   • Contribute to the development of team work plans based on an understanding of team’s role and objectives and individual competencies of the members.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
UNIT CODE : 500311107

This unit covers the knowledge, skills and attitudes in promoting career growth and advancement.

1. Integrate personal objectives with organizational goals
   • Personal growth and work plans are pursued towards improving the qualifications set for the profession
   • Intra- and interpersonal relationships is are maintained in the course of managing oneself based on performance evaluation
   • Commitment to the organization and its goal is demonstrated in the performance of duties
2. Set and meet work priorities
   • Competing demands are prioritized to achieve personal, team and organizational goals and objectives.
   • Resources are utilized efficiently and effectively to manage work priorities and commitments
   • Practices along economic use and maintenance of equipment and facilities are followed as per established procedures
3. Maintain professional growth and development
   • Trainings and career opportunities are identified and availed of based on job requirements
   • Recognitions are sought/received and demonstrated as proof of career advancement
   • Licenses and/or certifications relevant to job and career are obtained and renewed

UNIT OF COMPETENCY : PRACTICE  OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
UNIT CODE : 500311108

This unit covers the outcomes required to comply with regulatory and organizational requirements for occupational health and safety.

1. Identify hazards and risks
   • Safety regulations and workplace safety and hazard control practices and procedures are clarified and explained based on organization procedures
   • Hazards/risks in the workplace and their corresponding indicators are identified to minimize or eliminate risk to co-workers, workplace and environment in accordance with organization procedures
   • Contingency measures during workplace accidents, fire and other emergencies are recognized and established in accordance with organization procedures
2. Evaluate hazards and risks
   • Terms of maximum tolerable limits which when exceeded will result in harm or damage are identified based on threshold limit values (TLV)
   • Effects of the hazards are determined
   • OHS issues and/or concerns and identified safety hazards are reported to designated personnel in accordance with workplace requirements and relevant workplace OHS legislation
3. Control hazards and risks
   • Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace are consistently
     followed
   • Procedures for dealing with workplace accidents, fire and emergencies are followed in accordance with organization OHS policies
   • Personal protective equipment (PPE) is correctly used in accordance with organization OHS procedures and practices
   • Appropriate assistance is provided in the event of a workplace emergency in accordance with established organization protocol
4. Maintain OHS awareness
   • Emergency-related drills and trainings are participated in as per established organization guidelines and procedures
   • OHS personal records are completed and updated in accordance with workplace requirements

DEFINITION OF TERMS

• DESTINATION – a geographical area with basic infrastructure and tourism attractions, products and services.
• DOT – Department of Tourism
• INFORMATION SYSTEM – a system of persons, data records and activities that process the data and information in a given organization, including manual processes or automated processes
• TOURISM PRODUCTS – refer to the product of tourism sector which is a necessity for the tourist during their travel activity. This includes lodging establishments, food and beverage outlets, attractions and activities, arts and crafts/souvenirs, native food and delicacies, sightseeing tours and tour packages, outdoor and sports packages
• TOURISM SERVICES – refer to the services one receives from their tourist provider. This includes to transportation and communication, local guide, health and wellness/spa, interpreter, child daycare, financial services and institutions