NZQF NQ Ref
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National Certificate in Tourism (Visitor Information) with an optional
strand in i-SITE Visitor Centre Information
Level
4
Credits
70
This qualification has been reviewed. The last date to meet the requirements is 31
December 2017.
Transition Arrangements
New Zealand Certificate in Tourism (Level 4) with Operations and Visitor Information
endorsements [Ref: 2202].
For detailed information see Review Summaries on the NZQA website.
NZQF National Qualification Registration Information
Process
Registration
Revision
Review
Review
Revision
Review
Review
Version
1
2
3
4
5
6
7
Date
April 1997
April 1999
October 1999
June 2002
December 2004
June 2009
February 2014
Last Date for Assessment
December 2000
December 2000
December 2003
December 2006
December 2011
December 2017
December 2017
Standard Setting Body
ServiceIQ
PO Box 25522
Wellington 6146
Telephone
Fax
Email
Website
ServiceIQ
SSB Code 9068
0800 863 693
04 817 5399
qualifications@serviceiq.org.nz
www.serviceiq.org.nz
 New Zealand Qualifications Authority 2016
NZQF NQ Ref
Version
0311
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National Certificate in Tourism (Visitor Information) with an optional
strand in i-SITE Visitor Centre Information
Level
4
Credits
70
Purpose
The National Certificate in Tourism (Visitor Information) with an optional strand in i-SITE
Visitor Centre Information [Ref: 0311] recognises the skills required to work in the visitor
information services sector of the industry.
People awarded this qualification are able to provide a range of quality services to both
international and domestic visitors within New Zealand. The compulsory standards in this
qualification provide candidates with a sound understanding of the tourism industry and
the ability to present information about New Zealand’s tourism regions as visitor
destinations. The elective section of the qualification covers a range of services that are
carried out in a visitor information centre including accessing and providing information
needed by visitors, selling goods and services to visitors, managing visitor information
records systems, documenting business transactions with visitors, ascertaining visitors’
information requirements, language skills, and using information resource materials to
provide information to visitors. This qualification is designed for assessment in on-job
situations.
The optional strand recognises the additional skills and knowledge required of those
working in an i-SITE Visitor Centre.
The qualification may lead to the National Diploma in Tourism (Management) (Level 5)
[Ref: 0473].
Special Notes
It is recommended that candidates entering programmes of learning leading to the award
of this qualification hold the National Certificate in Tourism (Core Skills) (Level 3)
[Ref: 0876]. On completion of this National Certificate training might continue towards the
National Diploma in Tourism (Management) (Level 5) [Ref: 0473].
Recognition of prior learning will be carried out by accredited providers and registered
workplace assessors who have systems in place for determining that the candidate’s
competence meets the standards specified in the relevant unit standards.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQF NQ Ref
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Credit Range
Level 3 credits
Level 4 or above credits
Minimum totals
Compulsory
Elective
29
22
51
0-1
18-19
19
i-SITE Visitor Centre
Information
Optional Strand
2
6
8
Requirements for Award of Qualification
Award of NQF Qualifications
Credit gained for a standard may be used only once to meet the requirements of this qualification.
Unit standards and achievement standards that are equivalent in outcome are mutually exclusive for the
purpose of award. The table of mutually exclusive standards is provided in section 7 of the New Zealand
Qualifications Authority (NZQA) Rules and Procedures publications available at
http://www.nzqa.govt.nz/ncea/acrp/index.html.
Reviewed standards that continue to recognise the same overall outcome are registered as new versions
and retain their identification number (ID). Any version of a standard with the same ID may be used to meet
qualification requirements that list the ID and/or that specify the past or current classification of the standard.
Summary of Requirements
 Compulsory standards
 Elective – A minimum of 19 credits as specified
The following strands are optional
 i-SITE Visitor Centre Information Optional Strand
Detailed Requirements
Compulsory
The following standards are required
Service Sector > Tourism > Travel
ID
Title
18212
Demonstrate knowledge of New Zealand as a tourist
destination
Service Sector > Tourism > Visitor Information
ID
Title
18819
Operate systems and processes in a visitor information
centre
ServiceIQ
SSB Code 9068
Level
Credit
3
8
Level
Credit
4
10
 New Zealand Qualifications Authority 2016
NZQF NQ Ref
0311
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Service Sector > Tourism > Visitor Services
ID
Title
9807
18226
18228
20490
23759
Demonstrate knowledge of the significance of the
tourism industry to New Zealand
Demonstrate cross-cultural communication for the
tourism and travel industry
Demonstrate knowledge of specific New Zealand
regions as tourist destinations
Outline and apply contract legislation and common law
principles to the tourism industry
Provide customer service experiences in a tourism
workplace
Level
Credit
4
6
3
3
3
8
4
6
3
10
Elective
A minimum of 19 credits
 Of which a minimum of 18 credits at Level 4 or above
Humanities > Communication Skills > Interpersonal Communications
ID
Title
Level
11098
Analyse listening techniques, and listen and respond to
information received
Māori > Tourism Māori > Environmental Tourism Māori
ID
Title
17788
17791
Explain historical aspects of natural attractions and
significant Māori sites in a tourism context
Explain the relevance of kaitiaki practices in a tourism
context
Māori > Tourism Māori > Tourism Māori Practices
ID
Title
17383
17384
Explain the significance of Māori place names and their
correct pronunciation for a tourism context
List, compare and use Māori greetings and farewells for
a tourism context
Credit
5
2
Level
Credit
3
5
3
5
Level
Credit
3
3
3
3
Service Sector > Retail, Distribution, and Sales > Retail and Distribution Management
ID
Title
Level
Credit
11957
Solve variances in reconciliation of sales records and
takings
4
Service Sector > Retail, Distribution, and Sales > Sales Transactions
ID
Title
Level
11831
Apply skills and qualities of a salesperson in a retail or
distribution environment
ServiceIQ
SSB Code 9068
3
4
Credit
6
 New Zealand Qualifications Authority 2016
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Service Sector > Retail, Distribution, and Sales > Stock Control
ID
Title
11986
Establish and maintain stock levels in a retail or
distribution environment
Service Sector > Tourism > Visitor Information
ID
Title
Level
Credit
4
4
Level
Credit
9246
Process information needed by visitors
3
3
12461
Promote provision of visitor information
5
15
Level
Credit
Service Sector > Tourism > Visitor Services
ID
Title
5562
23758
23768
Present the characteristics of Aotearoa New Zealand as 4
a visitor destination
Demonstrate knowledge of communication and
3
customer service theory in a tourism workplace
Describe the legal rights and responsibilities of
3
employees and employers in a tourism workplace
Field
Subfield
Domain
Business
Humanities
Service Sector
Any
Languages
Tourism
Any
Any
Travel
Visitor Information
Visitor Services
12
4
5
i-SITE Visitor Centre Information Optional Strand
The following standards are required
Service Sector > Tourism > Visitor Information
ID
Title
25755
25756
25757
Level
Credit
Demonstrate knowledge of an i-SITE Visitor Centre
operation
Use i-SITE Visitor Centre computer systems
4
4
4
2
Perform reconciliation processes on the i-SITE Visitor
Centre computer systems
3
2
Transition Arrangements
Version 6
Version 6 was issued following a review in order to update content and include a new
optional strand.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQF NQ Ref
0311
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Changes to structure and content
 An optional i-SITE Visitor Centre strand, consisting of standards 25755, 25756 and
25757 was added to the qualification.
 Overall credit value was increased from 60 to 70.
 Standards 18819 and 18226 were moved to the compulsory section.
 Standard 23759 replaced elective standard 18223 and was added to the compulsory
section.
 Standard 5562 was moved to the elective section.
 Standard 23768 replace compulsory standard 20489 and was moved to the elective
section.
 Standards 11098, 17383, 17384, 17788, and 17791 were added to the elective section.
 Elective standard 18210 was replaced by standard 23758
 Standards 11956, 18215, 18225 and 18280 were removed from the qualification.
 Classifications were added to the elective section.
People currently enrolled in programmes leading to the award of version 5 of the
qualification may either complete the requirements for that version or transfer their results
to version 6.
This qualification contains standards that replace earlier standards. For the purposes of
this qualification, people who have gained credit for the expiring standards are exempt
from the requirement to gain credit for the replacement standards – see table below.
Credit for
Exempt from
18210
23758
18223
23759
20489
23768
Previous versions of this qualification
Version 5 was issued to take account of the review of standard 18229 and Retail and
Wholesale standard reviews.
Version 4 was issued following a review of the qualification to take account of the reviewed
Tourism standards.
Version 3 was issued following a review to ensure the structure of the qualification met the
specific needs of the visitor information industry sector.
Version 2 was issued to take account of the reviews of standards in the Communications
Skills, Core Generic, Business Administration, Computing and Service Sector subfields.
Certification
This certificate will display the logos of NZQA, ServiceIQ and the accredited organisation.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQF NQ Ref
0311
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Classification
This qualification is classified according to the NQF classification system and the
New Zealand Standard Classification of Education (NZSCED) system as specified below.
NQF Classification
NZSCED
Code
Description
Code
Description
174
Service Sector > Tourism
080701
Management and Commerce >
Tourism > Tourism Studies
Quality Management Systems
Providers and Industry Training Organisations must be accredited by a recognised Quality Assurance Body
before they can register credits from assessment against standards. Accredited providers and Industry
Training Organisations assessing against standards must engage with the moderation system that applies to
those standards. Accreditation requirements and the moderation system are outlined in the associated
Accreditation and Moderation Action Plan (AMAP) for each standard.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQF NQ Ref
ServiceIQ
SSB Code 9068
0311
Version
7
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 New Zealand Qualifications Authority 2016