Kingussie High School

Travel and Tourism (National 4/5)

Pupil Guide
There are 4 main units in the course:
1. Employability
2. Customer Service
3. Scotland
4. UK and Worldwide
The outcomes in all units need to be completed to pass the course overall. The outcomes will be
completed from both school work and work experience.

Employability
Evidence needs to be produced to show your awareness of careers in the travel and tourism
industry. You should identify your skills, qualities and progression of your placement and previous
experiences in the travel and tourism industry.
Task
Creating your CV
Careers Report
Work placement log
Job Review

Completed

Employability Assessment Standards

Employability Unit
Outcomes
Outcome 1
1

1.2
Outcome 2
2.1
2.2
2.3
Outcome 3
3.1
3.2
3.3
3.4

Outcomes and Assessment Standards

Completed
Investigate different careers from across the travel and tourism industry by:
Gathering detailed information on different careers from across the
travel and tourism industry minimum of three different careers from
across the tourism industry
Describing in detail a range of careers in travel and tourism.
Evaluate employability skills and attitudes during a work-related
practical activity by:
Carrying out a work-related practical activity
Reviewing own employability skills and attitude throughout the activity
Identifying any areas for improvement in light of the review
Evaluate own potential for employment for a chosen job role in the
travel and tourism industry by:
Carrying out a detailed investigation of a job role of personal interest
within the travel and tourism industry.
Carrying out detailed investigation into the expectations of employers for
the selected job
Reviewing own skills and qualities in relation to the selected job
Identifying action points to enable progress towards the selected job

Customer Service
You will need to provide evidence of customer service and your awareness of dealing with
complaints. The majority of the following outcomes will be completed on your work experience
however it is important to keep track and log your developments to submit evidence.
Task
Work Placement Log
Customer Class Activity

Completed

Customer Service Assessment Standards

Customer service
Outcomes
Outcome 1
1.1
1.2
1.3
1.4
1.5
1.6
Outcome 2
2.1
2.2

2.3
2.4
Outcome 3
3.1
3.2
3.3
3.4
3.5
3.6

Outcomes and Assessment Standards

Establish and respond to customer needs in a travel and tourism
environment by:
Opening the interaction in a positive and helpful manner and adhering to
guidelines
Establishing customers detailed needs by using listening and questioning
techniques
Responding to customers detailed needs by providing relevant
information
Responding to any non-verbal clues given by the customer
Acting upon opportunities to exceed customer expectations
Concluding the interaction positively and adhering to guidelines
Promote a wide range of products and/or services from the travel and
tourism industry by:
Describing the features and benefits of products and/or services
Explaining how further products and/or services could complement or
provide an alternative to the previously selected products and/or
services.
Demonstrating a knowledge of suitable methods of promotional activity
for the selected products and/or services
Explaining why these methods of promotional activity are suitable
Deal with a customer issue in a travel and tourism environment by:
Gathering information on the nature of the issue through effective
questioning
Identifying and confirming with the customer the reasons for the issue
arising
Outlining the organisational procedures for dealing with customer
dissatisfaction
Taking appropriate action to resolve the customers specific issue
Maintaining a positive attitude and manner throughout the interaction
Explaining the importance of effective complaint handling

Completed

Scotland
You will need to give evidence of your knowledge of travel and tourism in Scotland. These outcomes
will be completed by a personal project of your choice which must complete the following
outcomes.
Task
Scotland Project (presentation, leaflet, poster, booklet, video)
Customer Enquiry form

Completed

Scotland Assessment Standards

Scotland
Outcomes
Outcome 1
1.1
1.2
1.3

1.4
Outcome 2
2.1
2.2
2.3
2.4

Outcomes and Assessment Standards

Carry out an investigation of travel and tourism in Scotland by:
Gathering detailed information on travel and tourism in Scotland detailed descriptions of a minimum of three destinations in Scotland
Describing a wide range of destinations and tourist attractions - detailed
descriptions of a minimum of three tourist attractions in Scotland
Explaining current travel and tourism trends based on information
gathered - a detailed description of current travel and tourism trends in
Scotland including the reasons explaining the trends
Explaining the positive and negative impacts of travel and tourism based
on information gathered
Meet customer travel and tourism needs by:
Recommending suitable destinations
Providing detailed information about the destinations and routes
Recommending a wide variety of accommodation, activities, attractions
and amenities
Producing a detailed travel itinerary(s)/ies

Completed

UK and Worldwide
You will need to give evidence of your knowledge of travel and tourism in the UK and the rest of the
world. These outcomes will be completed by a personal project of your choice which must complete
the following outcomes.
Task
UK and Worldwide Project (presentation, leaflet, poster, booklet, video) Must be
different to Scotland Project submission
Customer Enquiry Form

Completed

UK and Worldwide Assessment Standards

UK and Worldwide
Outcomes
Outcome 1
1.1

Outcomes and Assessment Standards

Carry out an investigation of travel and tourism in the UK and rest of
the world by:
Gathering detailed information on travel and tourism in the UK and
rest of the world - detailed descriptions of a minimum of three
destinations: one from the rest of the UK (out with Scotland), one

Completed

1.2
1.3
1.4
Outcome 2
2.1
2.2
2.3
2.4

European and one long haul destination.

Describing a wide range of destinations and tourist attractions
Explaining current travel and tourism trends based on information
gathered
Explaining the positive and negative impacts of travel and tourism based
on information gathered
Meet customer travel and tourism needs by:
Recommending suitable destinations
Providing detailed information about the destinations and routes
Recommending a wide variety of accommodation, activities, attractions
and amenities
Producing a detailed travel itinerary(s)/ies