NZQA registered unit standard
18205 version 2
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Title
Demonstrate knowledge of and process reservations for cruises
outside New Zealand
Level
4
Credits
4
Purpose
People credited with this unit standard are able to: demonstrate
knowledge of cruises operating outside New Zealand; establish
customer requirements, source information, and prepare,
compare, and explain quotes for cruising outside New Zealand;
and complete a reservation for a cruise outside New Zealand.
Classification
Tourism > Travel
Available grade
Achieved
Explanatory notes
1
Definitions
Special features refer to a cruise provider’s point of difference. Examples may
include but are not limited to – theme cruises, singles cruises, family cruises, cruise
itinerary, shore excursions, no port taxes, no gratuities.
Travel industry workplace policies and procedures refer to documented instructions
about workplace expectations, these must include but are not limited to – customer
service delivery, personal presentation, legislation, organisational structure, business
objectives.
Suppliers, in the context of this unit standard, may include wholesalers, general sales
agents and/or direct suppliers.
2
This unit standard may be assessed against in a travel industry workplace when
appropriate situations arise, or in a training environment if simulated workplace
conditions are able to be provided that reflect the standards of a travel industry
workplace.
3
Recommended texts for this unit standard; ServiceIQ training resources. A list of
resources can be obtained from ServiceIQ, PO Box 25522, Wellington 6146, or by
telephone on 0800 868 636, or available at http://www.serviceiq.org.nz.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of cruises operating outside New Zealand.
Range
evidence provided must relate to cruises operating outside New Zealand.
Evidence requirements
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
1.1
Cruise providers are identified in terms of the regions and/or seasons in which
they operate.
Range
1.2
evidence is required for one cruise provider from evidence
requirement 1.2.
Cruise terminology and phrases are explained in terms of cruise provider
information and travel industry usage.
Range
1.5
evidence is required for a minimum of two cruise providers.
Cabin types and deck plans are explained in accordance with cruise provider
information and travel industry usage.
Range
1.4
evidence is required for five cruise providers.
Cruise providers are identified and compared, and comparisons explained in
terms of their special features, and the services and facilities they offer.
Range
1.3
18205 version 2
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may include but is not limited to – cashless society, dining options,
shore excursions, tender, port taxes, gratuities;
evidence is required for six in total.
Payment terms and conditions are explained in terms of their significance in
retaining reservations.
Outcome 2
Establish customer requirements, source information, and prepare, compare, and explain
quotes for cruising outside New Zealand.
Evidence requirements
2.1
Information is obtained from the customer to determine the customer’s needs,
preferences, and expectations.
Range
2.2
information may include but is not limited to – purpose of trip,
duration, expectations and interests, preferred places to visit,
budget, on-board services and facilities, special services required,
date of departure.
Information is sourced and quotes are prepared and comparisons made, in
accordance with the planned itinerary, the customer’s needs, preferences, and
expectations, and travel industry workplace policies and procedures.
Range
ServiceIQ
SSB Code 9068
evidence is required for two different quotes.
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
2.3
Quotes, inclusions, and exclusions are explained to the customer in accordance
with travel industry workplace policies and procedures.
Range
2.4
18205 version 2
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inclusions and exclusions may include but are not limited to – port
taxes, shore excursions, gratuities.
Terms and conditions are explained to customers in accordance with supplier’s
procedures and travel industry workplace policies and procedures.
Range
payment conditions, reservation conditions, cancellation policy.
Outcome 3
Complete a reservation for a cruise outside New Zealand.
Evidence requirements
3.1
The reservation is made in accordance with customer’s requirements, supplier’s
procedures, and travel industry workplace policies and procedures.
Status and review information
Registration date
16 July 2010
Date version published
16 July 2010
Planned review date
31 December 2015
Accreditation and Moderation Action Plan (AMAP) reference
0078
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.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
18205 version 2
Page 4 of 4
Comments on this unit standard
Please contact the ServiceIQ qualifications@serviceiq.org.nz if you wish to suggest
changes to the content of this unit standard.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016