Centre Number s3

NCFE Level 2 Award for Resort Representatives (600/7817/0)

Learner’s Evidence Tracking Log (LETL)

Issue 1, March 2013

Learner name: ...... Centre number: ...... Centre name: ......

Signatures Learner: ...... Date: ...... Tutor/Assessor: ...... Date: ...... Internal Moderator*: ...... Date: ...... External Moderator*: ...... Date: ...... * For completion if part, or all, of the evidence has been sampled by the Internal and/or External Moderator 2 Contents

Overview What you need to cover...... 4 Tracking your evidence...... 5 How your evidence is checked...... 5 How to get your certificate...... 6 Opportunities for further education and training...... 6

Planning and tracking your assessment Completing your Learner’s Evidence Tracking Log...... 7 Example unit...... 8 Unit 01 Investigate employment opportunities for Resort Representatives...... 8 Unit 02 Understand the role of a Representative in a resort...... 11 Unit 03 Prepare for the start of the holiday season...... 16 Unit 04 Manage airport and transport duties...... 20 Unit 05 Investigate the role of the Children’s Representative in a holiday resort...... 24 Unit 06 Investigate the role of the Entertainment Representative in a holiday resort...... 26

Additional Information Additional support...... 28 About NCFE...... 29

3 Overview

Thank you for choosing an NCFE qualification. This Learner’s Evidence Tracking Log is yours to keep and is a place to record your progress. The NCFE Level 2 Award for Resort Representatives has been accredited by the regulators for England, Wales and Northern Ireland1 and is part of the Qualifications and Credit Framework (QCF). Its Qualification Accreditation Number is 600/7817/0. This qualification has been supported by People 1st, the Sector Skills Council for Hospitality, Passenger Transport, Travel and Tourism.

Your centre may have advertised this qualification with a different or shortened name. Please be aware your final certificate will state NCFE Level 2 Award for Resort Representatives. What you need to cover This qualification is made up of a set of learning outcomes and assessment criteria that describe what you need to be able to do, and the things you need to know, to achieve your qualification.

The qualification consists of the following mandatory units:

Group A  Unit 01 Investigate employment opportunities for Resort Representatives  Unit 02 Understand the role of a Representative in a resort  Unit 03 Prepare for the start of the holiday season  Unit 04 Manage airport and transport duties

And optional units:

Group B  Unit 05 Investigate the role of the Children’s Representative in a holiday resort  Unit 06 Investigate the role of the Entertainment Representative in a holiday resort

To achieve the NCFE Level 2 Award for Resort Representatives you must achieve the 4 mandatory units and one optional unit.

You must provide evidence to show that you meet all the learning outcomes and assessment criteria defined in the unit.

1 The qualifications regulators (‘regulators’) are Ofqual in England and Northern Ireland and the Welsh Government in Wales.

4 Overview

Tracking your evidence

During your course your Tutor/Assessor will ask you to carry out work either in the classroom, in your workplace or at home, which you’ll keep as evidence of your learning.

The work you produce (evidence) will be assessed by your Tutor/Assessor to make sure you’ve covered everything in sufficient detail. Your evidence could be made up of a combination of:

 written work or class notes  products or samples of practical work  case studies  simulated activities or role play  work placement diaries  learning logs  video or audio recordings  other appropriate formats suggested by your Tutor/Assessor.

When all your evidence is gathered together in a file or folder, this becomes your portfolio.

Your centre and Assessor may have systems that they use to plan and monitor your assessment. These may be computer-based (eg using ‘e-portfolio’ software) or paper-based (using forms or checklists). These systems are designed to show how each piece of evidence meets which learning outcomes and assessment criteria.

How your evidence is checked

After your Tutor/Assessor has assessed your work, another member of staff – the Internal Moderator – will review it. An External Moderator from NCFE will visit your centre. The External Moderator’s role is to make sure your work has been assessed to NCFE’s requirements. They’ll do this by checking a sample of candidates’ portfolios – which may include yours. They may also wish to talk to you about the content of the course and the work you’re doing.

5 Overview

How to get your certificate

Once you’ve built up your portfolio of evidence and your Tutor/Assessor and the Internal and External Moderators are satisfied it meets the standards, you’ll be awarded the NCFE Level 2 Award for Resort Representatives.

Your centre will send us a signed certificate claim form when they and the External Moderator have signed off your completed portfolio. We will send your certificate to your centre within 10 working days of receiving the claim form. Your centre will either forward the certificate to your home address, or tell you that it’s available for you to collect.

Opportunities for further education and training

After successfully completing this qualification, you may like to go on to further study in the same or a similar subject. This might include:

 NCFE Level 2 Certificate in Introduction to Cabin Crew  NCFE Level 2 Certificate in Aviation Operations on the ground (knowledge)  NCFE Level 2 Diploma in the Principles of Travel and Tourism  NCFE Level 2 NVQ Diploma in Travel Services  NCFE Level 3 Diploma in Tourist Guiding

6 Planning and tracking your assessment

Completing your Learner’s Evidence Tracking Log

This section of the log will help you keep track of the work you’ve done and the work you still need to do to finish your portfolio.

It will also help your Tutor/Assessor and Internal and External Moderators find their way around your portfolio so they can assess it or check it. Your Tutor/Assessor will make sure you’re completing your log correctly.

Overleaf is a sample page similar to the mandatory units you’ll find in the rest of this log. Use the columns to write down what evidence you’ve put in your portfolio and to show your Tutor/Assessor and the Internal and External Moderators where it’s located.

You and your Tutor/Assessor and/or an independent witness must sign and date the individual pieces of work in your portfolio. Once you’ve completed your portfolio, your Tutor/Assessor will sign the front of the log, to show that they’re satisfied you’ve completed it correctly.

7 Planning and tracking your assessment

Example unit

8 Unit 01 Investigate employment opportunities for Resort Representatives (H/504/5709)

You will: Understand the role of the Resort Representative

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 1.1 Describe the types of Resort Representatives

1.2 Research terms and conditions of employment to include: a) length of contract b) salary c) uniform d) insurance e) accommodation f) commission g) hours of work h) contractual responsibilities

1.3 Describe the range of duties likely to be undertaken by a Resort Representative

1.4 Describe the key skills and attributes required by a Resort Representative

1.5 Devise a pen portrait of a Resort Representative

9 Unit 01 Investigate employment opportunities for Resort Representatives (H/504/5709) (cont’d)

You will: Be able to research the role of a Resort Representative

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 2.1 Identify current job opportunities from a range of sources

2.2 Outline a person specification which matches a current advertised role

10 Unit 01 Investigate employment opportunities for Resort Representatives (H/504/5709) (cont’d)

You will: Be able to apply for the role of a Resort Representative

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 3.1 Complete a job application form

3.2 Prepare for and attend an interview

3.3 Describe an induction course for a Resort Representative

11 Unit 02 Understand the role of a Representative in a resort (Y/504/5710)

You will: Understand responsibilities of different roles in resort

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 1.1 Describe the responsibilities of the Tour Operator in resort

1.2 Describe the responsibilities of the Resort Representative in resort

1.3 Explain the advantages of working in a group or team of Representatives

12 Unit 02 Understand the role of a Representative in a resort (Y/504/5710) (cont’d)

You will: Know how to assist customers in resort

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 2.1 Describe the types of information customers might require in resort

2.2 Describe common problems which customers may experience in resort

2.3 Suggest possible solutions for common customer problems in resort

2.4 Complete the necessary documentation relating to customer problems and solutions

You will: Understand the legal requirements for health and safety in resort

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 3.1 Explain the Resort Representative’s role in maintaining a safe and healthy environment to assist the customer

3.2 Identify the types of health and safety risks and hazards which may be found in resort

3.3 Describe the organisation’s procedures for health and safety and documentation used

3.4 Explain how health and safety problems should be reported

You will: Understand policies and procedures for customer service

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 4.1 Describe the organisation's policies and procedures relating to customer service

4.2 Explain why it is important to follow customer service procedures

4.3 Explain how to deal with difficult situations in resort

Unit 02 Understand the role of a Representative in a resort (Y/504/5710) (cont’d)

15 You will: Be able to demonstrate customer service skills

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 5.1 Deal effectively with customers in different situations

5.2 Complete documentation relating to different situations

16 Unit 03 Prepare for the start of the holiday season (D/504/5711)

You will: Understand pre-season preparation in resort

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 1.1 Describe different types of holiday available in resort

1.2 Produce a map showing the resort layout and facilities

1.3 Prepare a Frequently Asked Questions (FAQ) document to support guests in resort

1.4 Identify excursions suitable for promotion at a resort welcome meeting

17 Unit 03 Prepare for the start of the holiday season (D/504/5711) (cont’d)

You will: Be able to complete pre-season resort documentation

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 2.1 Identify documentation required for completion prior to season starting

2.2 Complete required documentation

2.3 Store completed documentation securely according to organisational procedures

You will: Be able to produce promotional materials

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 3.1 Produce promotional materials for a tour company’s notice board

3.2 Design an invitation to a welcome meeting

You will: Be able to prepare a welcome meeting

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 4.1 Prepare for a welcome meeting

4.2 Deliver a welcome meeting to provide guests with all the necessary information for their stay

4.3 Demonstrate how to sell excursions

4.4 Estimate weekly totals for excursion ticket sales at resort liquidation

20 Unit 04 Manage airport and transport duties (H/504/5712)

You will: Be able to prepare for transport duties

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 1.1 Describe aspects of coach safety

1.2 Plan for the transfer of passengers

21 Unit 04 Manage airport and transport duties (H/504/5712) (cont’d)

You will: Be able to prepare for resort arrivals at an airport

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 2.1 Identify features of a selected airport layout

2.2 Explain the role of the Resort Representative at the airport relating to arrivals

2.3 Describe potential airport issues of arriving passengers

2.4 Meet and greet passengers arriving at the airport

2.5 Deliver an arrival transfer speech

You will: Know how to manage arrival at accommodation

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 3.1 Explain accommodation check-in procedures

3.2 Recognise possible problems on arrival at accommodation

You will: Be able to prepare for resort departures

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 4.1 Prepare a departure manifest

4.2 Collect passengers according to the manifest

4.3 Deliver a departure transfer speech

4.4 Explain the role of the Resort Representative at the airport in relation to departures

4.5 Describe potential airport issues of departing passengers

24 Unit 05 Investigate the role of the Children’s Representative in a holiday resort (K/504/5713)

You will: Understand the role of the Children’s Representative

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 1.1 Outline the requirements needed to become a Children's Representative

1.2 Describe the role of the Children’s Representative

1.3 Identify key aspects of legislation, company policy and procedures relating to working with children

1.4 Describe the health and safety requirements relating to a Children’s Representative

25 Unit 05 Investigate the role of the Children’s Representative in a holiday resort (K/504/5713) (cont’d)

You will: Be able to contribute to providing children’s club activities

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 2.1 Prepare a daily activity schedule with timings for a chosen age range

2.2 Plan a club session which shows a safe play environment

2.3 Describe the facilities which are required in a children’s club

2.4 Produce promotional materials for the children’s club

2.5 Assist with a children’s group activity

2.6 Review the children’s group activity for future planning purposes

26 Unit 06 Investigate the role of the Entertainment Representative in a holiday resort (M/504/5714)

You will: Investigate the role of the Entertainment Representative

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 1.1 Outline the requirements needed to become an Entertainment Representative

1.2 Describe types of Entertainment Representatives

1.3 Identify key aspects of legislation, company policy and procedures relating to providing entertainments

1.4 Describe the health and safety requirements relating to providing entertainments

27 Unit 06 Investigate the role of the Entertainment Representative in a holiday resort (M/504/5714) (cont’d)

You will: Be able to contribute to providing entertainment for holidaymakers

What you’ve done Location/Portfolio Link to Evidence IM/EM signature (if You can: to show this page number Requirements sampled) 2.1 Prepare an entertainment schedule for day or evening

2.2 Plan a timetabled entertainment activity for day and evening entertainment for a target group

2.3 Prepare an entertainment activity for a group of holidaymakers

2.4 Identify the physical and financial resources required to carry out the entertainment activity

2.5 Carry out a basic risk assessment on the entertainment activity

2.6 Create an informative poster to promote the entertainment activity

2.7 Assist the entertainment activity

2.8 Review the entertainment activity for future planning

28 Additional information

NCFE is a leading provider of nationally recognised qualifications and is committed to delivering exceptional customer service. We’re based in Newcastle upon Tyne. If you’d like to know more about us, please visit our website www.ncfe.org.uk.

Additional support requirements NCFE recognises that you might require additional support in order to achieve your qualification. This might be if you’ve got a permanent or temporary disability, medical condition or specific learning need.

Your Tutor/Assessor will discuss the most appropriate method of support to meet your needs and may need to notify NCFE of the support they’re going to give you. This could include facilities to support reading or writing needs, hearing, visual or physical impairment; facilities to support a medical condition or temporary injury; or facilities to support you if your first language isn’t English.

For more information your Tutor/Assessor will be able to provide you with a full copy of NCFE’s Reasonable Adjustments and Special Considerations Policy, or you can download it from www.ncfe.org.uk.

Appeals or complaints If you’ve got any queries or problems with your qualification you should first talk to your Tutor/Assessor, the Internal Moderator or another member of staff at your centre. If you’ve got a complaint about the way your work has been assessed, or the support you’ve been given, use your centre’s own appeals or grievance policy (ask your Tutor/Assessor for a copy).

For more information your Tutor/Assessor will be able to provide you with a full copy of NCFE’s Appeals and Enquiries about Results Policy, or you can download it from www.ncfe.org.uk.

Malpractice ‘Malpractice’ is used to describe something a person does when they intentionally mislead somebody – for example, if they copy somebody else’s work and pass it off as their own. If we’re notified about a suspected case of malpractice, we’ll work with the centre to find out if and why it’s happened and what we can do to sort it out.

If your centre suspects that you’ve been involved in malpractice, we won’t be able to issue your certificate during the investigation. If we prove that malpractice has happened, you may have part of your assessment disallowed or, in serious cases, your final results may be void. This means you won’t receive a certificate or, if we’ve already issued you one, we’ll ask that you return it straight away.

For more information your Tutor/Assessor will be able to provide you with a full copy of NCFE’s Malpractice Policy, or you can download it from www.ncfe.org.uk.

29 Additional information

Enquiries Any enquiries relating to this qualification should be addressed to:

NCFE Citygate St James Boulevard Newcastle upon Tyne NE1 4JE

Tel: 0191 239 8000 Fax: 0191 239 8001 E-mail: [email protected] Website: www.ncfe.org.uk

Equal opportunities NCFE fully supports the principle of equal opportunities and opposes all unlawful or unfair discrimination on the grounds of ability, age, colour, culture, disability, domestic circumstances, employment status, gender, marital status, nationality, political orientation, racial origin, religious beliefs, sexual orientation and social background.

NCFE aims to ensure that equality of opportunity is promoted and that unlawful or unfair discrimination, whether direct or indirect, is eliminated both in its own employment practices and in access to its qualifications.

You can download a copy of NCFE’s Equal Opportunities Policy from www.ncfe.org.uk.

Data protection NCFE is registered under the Data Protection Act and is committed to maintaining the highest possible standards when handling personal information.

NCFE is a registered charity (Registered Charity No. 1034808) and a company limited by guarantee (Company No. 2896700). All the material in this publication is copyright. All information contained in this publication is correct at the time of printing.