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Supervise staff in the travel industry
level:
5
credit:
6
planned review date:
April 2000
sub-field:
Tourism
purpose:
This unit standard is for people training for the travel
industry. People credited with this unit standard are able to
apply supervisory skills in the travel industry. They are able
to: draw up job descriptions; develop, implement and review
induction and orientation programmes; implement people
and performance management systems; apply legal and
ethical principles' in the travel workplace; apply legal and
ethical principles in the travel workplace; and demonstrate
knowledge of the principles of quality management.
entry information:
Open.
accreditation option:
Evaluation of documentation and visit by NZQA and industry.
moderation option:
A centrally established and directed national moderation
system has been set up by the ServiceIQ.
special notes:
1
‘Industry practice’ refers to the expected performance
required at a travel industry location.
Such
performance may be specified in:
enterprise procedures;
industry codes of practice;
legislation.
 New Zealand Qualifications Authority 2016
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2
Legislation relevant to this unit standard includes the
following:
Health and Safety in Employment Act 1992 Fair
Trading Act 1986;
Consumer Guarantees Act 1993;
Commerce Act 1986;
Carriage of Goods Act 1979;
Carriage by Air Act 1967;
Sea Carriage of Goods Act 1940;
Civil Aviation Act 1990;
Civil Aviation (Passenger Agents’;
Commission Regime) Notice 1983;
Privacy Act 1993;
Human Rights Act 1993;
Employment Contracts Act 1991;
Accident Rehabilitation and Compensation Act 1992,
and their subsequent amendments.
3
The term ‘industry procedure’ refers to a procedure
used and recommended by an organisation involved in
the travel industry.
Procedures
may
cover
quality
assurance,
documentation, security, communication, health and
safety, and personal behaviour, and may include time
and cost constraints.
4
Performance of all elements should comply with the
laws of New Zealand. An indicative list of the laws
which apply to the travel industry are available from the
Aviation Tourism and Travel Training Organisation.
 New Zealand Qualifications Authority 2016
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Elements and Performance Criteria
element 1
Draw up job descriptions.
Range:
junior, intermediate, senior positions.
performance criteria
1.1
Job description clearly specifies roles and responsibilities of position.
1.2
Job description clearly specifies person and profile for position.
1.3
Job description clearly specifies selection criteria for position.
1.4
Job description complies with all regulatory and legislative requirements.
Range:
Employment Contracts Act 1991, Equal Opportunities Legislation,
Human Rights Act 1993.
element 2
Develop, implement and review induction and orientation programmes.
performance criteria
2.1
Company vision and mission are communicated according to industry practice.
2.2
Induction and orientation programmes are developed, implemented and
reviewed according to human resource management principles.
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element 3
Implement people and performance management systems.
performance criteria
3.1
Work teams are built which operate effectively in a travel sales environment.
3.2
Objectives and targets are communicated which ensure company goals are
met.
3.3
Environment is provided which facilitates open communication.
Range:
active listening, regular verbal and written feedback.
3.4
Employees with time management and/or stress related problems are identified
and corrective action plan put in place.
3.5
Tasks and responsibilities are delegated by negotiation to ensure targets and
goals are met.
3.6
An understanding of the technical competencies and core processes required
by the travel industry is demonstrated.
3.7
On-going training is provided in accordance with identified needs.
Range:
in-house, out-house.
3.8
Coaching skills are applied in response to identified needs.
3.9
Systems are utilised to monitor performance.
3.10
Counselling of staff on matters affecting job performance is undertaken
according to industry practice and legislative requirements.
3.11
Assessment procedures are utilised for on-job legislative requirements.
 New Zealand Qualifications Authority 2016
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element 4
Apply legal and ethical principles in the travel workplace.
performance criteria
4.1
Compliance with the requirements of legislation relating to the travel industry is
ensured.
4.2
Compliance with ethical standards applicable to the travel industry is ensured.
element 5
Demonstrate knowledge of the principles of quality management.
performance criteria
5.1
An overview of Total Quality Management (TQM) is given in terms of its
philosophy.
5.2
An understanding of quality systems is demonstrated in terms of their
application to the travel workplace.
Range:
internal and external customer focus, continuous improvement,
empowerment, teamwork.
 New Zealand Qualifications Authority 2016
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element 6
Comply with the requirements of legislation governing employer and employee
relationships.
performance criteria
6.1
Discipline procedures are followed according to industry practice and as set
down in legislation.
6.2
Grievance procedures are followed according to industry practice and as set
down in legislation.
Comments to:
ServiceIQ
PO Box 25522
Wellington 6146
by April 2000.
Please Note:
Providers must be accredited by the Qualifications Authority
before they can offer programmes of education and training
assessed against unit standards.
Accredited providers assessing against unit standards must
engage with the moderation system that applies to those unit
standards. [Please refer to relevant Plan ref: 0078]
 New Zealand Qualifications Authority 2016