Qualification details
Title
New Zealand Certificate in Tourism (Level 4) with Operations and Visitor
Information endorsements
Version
1
4
Level
NZSCED
080701
Qualification type
Certificate
Credits
60
Management and Commerce > Tourism > Tourism Studies
Qualification developer
ServiceIQ
Next review
December 2018
Approval date
20 February 2014
Strategic purpose
statement
The purpose of this qualification is to provide the tourism industry with
individuals who can support and enhance the visitor experience, and through
their skills and knowledge uphold the importance of tourism to the New
Zealand economy. The qualification will benefit the community by enhancing
New Zealand’s tourism visitor experiences and bringing economic benefits to
the country.
Graduates will be able to deliver, and assist in supporting the delivery of, a
quality visitor experience across a range of organisations in the tourism
industry. They will also be able to contribute to decision making and
demonstrate an understanding of team leadership, business systems and
processes. Their applied skills and knowledge will involve working under
broad guidance, and they may also have some responsibility for the
performance of others.
Endorsements are available to show that graduates met the qualification
outcomes in either an Operations or a Visitor Information context.
The Operations endorsement reflects the generic needs of the wider tourism
industry and shows graduates are able to use New Zealand destination
knowledge covering all major New Zealand regions. Whereas the Visitor
Information endorsement reflects the specialist visitor information role and
shows graduates are able to use detailed local/regional destination knowledge
to meet customer needs and sales opportunities.
Indigenous values of manaakitanga and whanaungatanga in relation to travel
and tourism may be encompassed in the holistic outcomes of this qualification.
Outcome Statement
Graduate
profile
Graduates of this qualification will be able to:
-
implement customer service and information advice, applying appropriate
communication, literacy, numeracy and problem solving skills, to enhance
the visitor experience
-
apply workplace practices required of a tourism workplace including:
teamwork, team leadership, risk management, and compliance with
relevant Acts and health and safety legislation
-
apply in-depth knowledge of New Zealand tourism destinations in terms of
characteristics, history, and attributes relevant to visitors to enhance the
visitor experience
-
identify and evaluate tourism business systems and processes that enable
the delivery of a quality visitor experience and contribute to overall
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business effectiveness.
Education
pathway
This qualification can lead to the New Zealand Diploma in Tourism and Travel
(Level 5) [Ref: 2206].
Employment
pathway
Holders of this qualification with the operations endorsement will have the skills
and knowledge to work in a wide variety of positions in the tourism industry.
Roles may include inbound tourism operator, attraction supervisor.
Holders of this qualification with the visitor information endorsement will have
the skills and knowledge to work in a visitor information role. Roles may
include i-SITE consultant, visitor centre advisor.
Qualification Specification
Qualification award
This qualification is awarded by the accredited provider. The formal
certification document will include the NZQF logo, ServiceIQ logo, and the logo
of the tertiary education organisation offering the programme of training
leading to the award of this qualification.
Evidence
requirements for
managing
consistency
All TEOs either arranging training or delivering programmes that lead to the
award of the qualification are required to participate in a consistency process
scheduled by NZQA.
Further information can be found on the NZQA website.
Evidence will include the following:

Industry feedback

Self evaluation (e.g. programme evaluation reports, moderation
outcomes, etc)

Graduate feedback

Progression/destination information

Evidence of relevant ‘real world’ learning experiences, which may
include

Credit transfer and
recognition of prior
learning
arrangements
o
Programmed events (e.g. expos, product launches,
roadshows, visitor hosts, etc.)
o
Work experience
o
Work placements
o
Work (employment)
o
Portfolio of relevant experience
Any other relevant evidence as appropriate.
ServiceIQ recognises prior learning achieved within both formal and informal
settings. For full details, contact ServiceIQ, direct phone 0800 863 693 or by
email – qualifications@serviceiq.org.nz.
Processes may include:
-
recognition for people who have worked in industry for a period of time
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who have not had any formal recognition of their skills
-
assisting people to upgrade previously gained qualifications
-
credit for learning achieved in previously gained qualifications that aligns
with outcomes in this qualification.
Accredited providers delivering programmes that lead to award of this
qualification must transfer credit and recognise prior learning in accordance
with their own credit recognition policies and procedures.
Credit transfer will be automatic where assessment standards are used for
assessment within programmes of study or training leading to this qualification.
Minimum standard
of achievement and
standards for grade
endorsements
(where applicable)
Achieved
Prerequisites to
meet regulatory
body or legislative
requirements
(where applicable)
Not applicable
Other conditions
for qualification
Operations endorsement:
To achieve the New Zealand Certificate in Tourism (Level 4) (Operations)
graduates must be able to use New Zealand destination knowledge covering
all major New Zealand regions and in a general New Zealand context to meet
the outcomes in order to meet the generic needs of the wider tourism industry.
Visitor Information endorsement:
To achieve the New Zealand Certificate in Tourism (Level 4) (Visitor
Information) graduates must be able to use detailed local/regional destination
knowledge to meet customer needs and sales opportunities required in a
specialist visitor information role.
Specific conditions relating to the Graduate profile
Qualification outcomes
Conditions
Mandatory
or Optional
1
Suggested standards:
Optional
Implement customer service and
information advice, applying
appropriate communication,
literacy, numeracy and problem
solving skills, to enhance the
visitor experience
Level 3
Credit 15
2
Apply workplace practices required
of a tourism workplace including:
teamwork, team leadership, risk
management, and compliance with
relevant Acts and health and
safety legislation
23759 Provide customer service
experiences in a tourism workplace Level 3
Credit 10
26427 Analyse and respond to feedback
received in a tourism workplace Level 4
Credit 4
26472 Demonstrate knowledge of and deal
with customer complaints in a tourism
workplace Level 3 Credit 4
Suggested standards:
Optional
25349 Demonstrate knowledge of
leadership skills in a tourism context Level 4
Credit 4
18365 Manage health and safety in a
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tourism workplace Level 4 Credit 4
Level 4
12410 Demonstrate knowledge of the
principles and practice of ecological tourism
management Level 4 Credit 3
Credit 10
3
Apply in-depth knowledge of New
Zealand tourism destinations in
terms of characteristics, history,
and attributes relevant to visitors to
enhance the visitor experience
Optional
5562 Present the characteristics of
Aotearoa New Zealand as a visitor
destination Level 4 Credit 12
9807 Demonstrate knowledge of the
significance of the tourism industry to New
Zealand Level 4 Credit 6
Level 4
Credit 20
4
Suggested standards:
9246 Process information needed by
visitors Level 3 Credit 3
Identify and evaluate tourism
business systems and processes
that enable the delivery of a quality
visitor experience and contribute to
overall business effectiveness
Suggested standards:
Level 4
26428 Develop a policy, procedure, or
system for a tourism workplace Level 4
Credit 5
Credit 15
Optional
26429 Develop a proposal to collaborate
with local business operators to enhance a
visitor’s experience or extend their stay
Level 4 Credit 6
18819 Operate systems and processes in a
visitor information centre Level 4 Credit 10
Transition information
Replacement
information
This qualification replaced the National Certificate in Tourism (Visitor
Information) with an optional strand in i-Site Visitor Centre Information
[Ref: 0311].
People currently working towards the replaced qualification may either complete the requirements for
that qualification by 31 December 2017 or transfer to this qualification. The last date for entry into
programmes leading to Ref: 0311 is 31 December 2015.
It is the intention of ServiceIQ that no existing trainee should be disadvantaged by these transition
arrangements. Any person who considers they have been disadvantaged may appeal to:
ServiceIQ
PO Box 25522
Wellington 6146
Telephone 0800 863693
Fax
04 8175399
Email qualifications@serviceiq.org.nz
Republication information
Version 1 of this qualification was republished in March 2015 to update the Evidence requirements for
managing consistency.
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© New Zealand Qualifications Authority 2013
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