Travel Consultant - Level 3 (Standard)
Travel consultants have a highly responsible role as they provide outstanding customer service, delivering a range of often complex travel arrangements, accommodation bookings and ancillary services which help to ensure their travellers benefit from journeys and time at their destination that is positive and aims to exceed their expectations. Usually travel consultants specialise in either ‘corporate’ or ‘leisure’ travel but either way employers agree that their essential knowledge, skills and behaviours are transferable across the industry.
> Select and use appropriate methods of communication including digital technologies according to the customer and the nature of the travel details being conveyed, ensuring quotes and prices are presented accurately.
> Adapt working practices to minimise the negative effect on the environment.
> Know a varied range of world-wide geography and popular travel destinations to help inform customers’ travel plans.
>Know travel information including: passport and visa requirements, diversity for example local cultures, customs and tradition, differences in time zones, climate, medical safety information, foreign office advice and foreign exchange information.
>Know the travel industry and the systems that support it, including those for reservations and booking, the importance of booking the correct product / service and key information such as travel terminology, abbreviated industry codes, preferred operators’ current fare and ticketing rules, and travel regulations.
>Options Know the variety and alternative combination of travel options that are available to customers including modes of transportation, types of accommodation and how to produce an itinerary that will meet customers’ precise needs.
Product and Service:
>Know the unique selling points of travel products and services and understand how to match their features to benefit the customer and provide an enhanced competitive proposition.
> Know different customer profiles, including sole travellers and groups, how to recognise and identify their requirements and individual needs, their preferred method(s) of booking travel, the need for providing a flexible service to support the process, and how to meet the increasing demand for an enhanced travel experience.
Legal and Compliance:
>Know how to keep customers’ details safely and to lawfully process business transactions, recognising the connection with travel industry regulations, business compliance and relevant legislation.
>Know how to utilise technology in line with customer and business requirements and the scope of technology used within the business and the industry as a whole.
> Know the business vision, objectives and brand standards, the market it competes in, external factors that affect customer behaviour and business performance and understand the importance of meeting customers’ needs profitably.
> Know how to operate commercially with the aim of exceeding sales target, how to calculate complex travel costings, understanding the difference between turnover and profit, and how own targets contribute to achieving the overall sales budget.
Team and Personal Performance:
>Know and understand the factors that both motivate and impair individual and team performance and recognise how own and team dynamics impact on the experience of the customer and ultimately business success.
> Understand how to professionally communicate to different audiences using a variety of methods, including available digital resources.
>Understand the impact that the business activity has on the environment and the organisation’s approach to operate in a more responsible and sustainable manner.
Employers will set their own entry requirements in order to start on this apprenticeship.
How will I be assessed?
The End Point Assessment (EPA) can only be triggered after 12 months of starting the apprenticeship and is dependent on when the employer and training provider decide the apprentice is ready. EPA is typically expected to conclude within 3 months. The employer has the final decision to progress the apprentice to EPA. The apprentice and training provider should feel confident the learning outcomes have been achieved.
The EPA consists of three elements, all of which may be completed online. All assessment methods need to be passed. Each assessment method should directly assess the knowledge, skills and behaviours of the Standard. The assessor has the final decision.
What can I do next
Individuals that successfully achieve the travel consultant apprenticeship standard will be well placed to progress within the industry into leadership or specialist travel roles and onto a higher level of training or apprenticeship in management.