NZQA registered unit standard
27096 version 1
Page 1 of 4
Title
Provide on-board customer services to passengers in a maritime
environment
Level
3
Credits
Purpose
4
This unit standard is for senior cabin attendants working in the
passenger services area of vessels moving passengers from
one location to another.
People credited with this unit standard are, in a maritime
environment, able to: provide customer services to boarding
passengers; maintain customer services for passengers; and
provide customer services to disembarking passengers.
Classification
Maritime > Navigation and Seamanship
Available grade
Achieved
Explanatory notes
1
References
Health and Safety in Employment Act 1992.
Maritime Rules and advisory circulars. Available at http://www.maritimenz.govt.nz.
Maritime Transport Act 1994.
2
Definition
Workplace requirements – any policy, standard operation, procedure, or agreed
requirement that is made known to the candidate prior to assessment against this
unit standard.
3
This unit standard must be assessed against in the workplace.
Outcomes and evidence requirements
Outcome 1
Provide customer services to boarding passengers in a maritime environment.
Evidence requirements
1.1
Passengers are greeted as they board the vessel in accordance with workplace
requirements.
Range
Competenz
SSB Code 101571
requirements include but are not limited to – smile, polite,
language, greeting, promptness.
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
1.2
27096 version 1
Page 2 of 4
Passengers are directed to service areas in accordance with workplace
requirements.
Range
directions may include but are not limited to – food service area,
bar, entertainment area, safety briefing, retail area, seating area.
1.3
Passenger enquiries are actioned within timeframes appropriate to the situation
and workplace environment in accordance with workplace requirements.
1.4
Ability to maintain customer service levels to passengers when dealing with
several demands at one time is demonstrated in accordance with workplace
requirements.
Outcome 2
Maintain customer services for passengers in a maritime environment.
Evidence requirements
2.1
Customer services to passengers are provided within timeframes appropriate to
the situation and workplace environment in accordance with workplace
requirements.
2.2
Personal behaviours and attitudes appropriate to the customer service
experience are demonstrated in accordance with workplace requirements.
Range
personal behaviours and attitudes include but are not limited to –
confidence, enthusiasm, interest, polite, friendly, appropriate eye
contact, positive body language.
2.3
Additional or alternative information provided to passengers provides potential
added value to the passenger’s experience and is consistent with the situation.
2.4
Customer services provided to passengers are consistent with any special
needs of the passenger.
Range
2.5
Any difficult situations are dealt with in accordance with workplace
requirements.
Range
2.6
special needs may include but are not limited to – age, language,
culture, nationality, disability, dietary requirements.
difficult situations may include but are not limited to – nonavailability of products or services, angry or distressed
passengers, passenger complaints, delays in service, adverse
weather.
Passenger requirements are met to passenger’s satisfaction or passenger is
referred to more experienced staff in accordance with workplace requirements.
Competenz
SSB Code 101571
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27096 version 1
Page 3 of 4
Outcome 3
Provide customer services to disembarking passengers in a maritime environment.
Evidence requirements
3.1
Passengers are advised of disembarkation procedures in a timely manner in
accordance with workplace requirements.
3.2
Passenger enquiries are actioned within timeframes appropriate to the situation
and workplace environment in accordance with workplace requirements.
3.3
Passengers are disembarked in a safe and timely manner in accordance with
workplace requirements.
3.4
Any passenger complaints are actioned in accordance with workplace
requirements.
Planned review date
31 December 2016
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
21 January 2011
N/A
Accreditation and Moderation Action Plan (AMAP) reference
0054
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, or
an inter-institutional body with delegated authority for quality assurance, before they can
report credits from assessment against unit standards or deliver courses of study leading
to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Consent requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP also includes useful information about special requirements for organisations
wishing to develop education and training programmes, such as minimum qualifications for
tutors and assessors, and special resource requirements.
Competenz
SSB Code 101571
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27096 version 1
Page 4 of 4
Comments on this unit standard
Please contact Competenz qualifications@competenz.org.nz if you wish to suggest
changes to the content of this unit standard.
Competenz
SSB Code 101571
 New Zealand Qualifications Authority 2016