SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED QUALIFICATION:

Occupational Certificate: Tourist Information Officer

SAQA QUAL ID	QUALIFICATION TITLE
101865	Occupational Certificate: Tourist Information Officer
ORIGINATOR
Development Quality Partner - QCTO (SERV)
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY			NQF SUB-FRAMEWORK
-			OQSF - Occupational Qualifications Sub-framework
QUALIFICATION TYPE	FIELD		SUBFIELD
Occupational Certificate	Field 11 - Services		Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	MINIMUM CREDITS	PRE-2009 NQF LEVEL	NQF LEVEL	QUAL CLASS
Undefined	280	Not Applicable	NQF Level 05	Regular-ELOAC
REGISTRATION STATUS		SAQA DECISION NUMBER	REGISTRATION START DATE	REGISTRATION END DATE
Reregistered		EXCO 0425/24	2018-07-01	2025-12-30
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-12-30		2029-12-30

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This qualification replaces:

Qual ID	Qualification Title	Pre-2009 NQF Level	NQF Level	Min Credits	Replacement Status
67051	National N Diploma: Tourism	Level 6	NQF Level 06	360	Complete

PURPOSE AND RATIONALE OF THE QUALIFICATION

Purpose:
The purpose of this qualification is to prepare a learner to operate as a Tourist Information Officer.

This learner will be equipped with the necessary skills and knowledge to work in a visitor information centre in popular tourist destinations throughout South Africa. The learner will assist with matters such as booking accommodation, arranging local tours and recommending restaurants and popular entertainment activities as well as providing travel, hospitality and accommodation information to tourists, distribute the correct brochures and sell souvenirs and prepare displays for the centre.

They will be able to promote and develop local tourism, and assess tourist opportunities for local communities. This learner will have good organisational skills combined with computer and administrative skills to make online reservations and also use a Central Reservation System (CRS). The learner will also be able to research and advise clients on specific domestic travel requests in order to compile an itinerary according to a set budget.

A qualified learner will be able to:

Compare attractions and destinations using knowledge of South Africa to advise tourists, visitors and local residents according to their needs.

Collate information to effectively sell tourism products and services.

Communicate effectively using appropriate methods to maintain effective customer relations according to organizational standards and customer service of internal and external stakeholders.

Coordinate and support office services and maintain information management systems to enhance the effective operations of the office.

Plan, co-ordinate and assist in the administration and setting up of exhibitions and special events.

Rationale:
This qualification is a response to current legislation that states: Programmes offered to meet industry needs, including those supporting apprenticeships and N-Courses, are reviewed, updated and made available to and accessed by employers.

The Travel and Tourism industry in South Africa is a growing industry that needs to provide the relevant skills and competencies to address the continuous growth in the tourism market. The growth in the industry is amongst others, resultant from South Africa's involvement in international business, conferencing, sports and other events as well as national and international accessing of South Africa as a tourism destination of choice, in particular for exposure to and experiencing its rich and diverse natural and cultural resources.

Local and international tourists access and utilise products and services offered by the tourism industry. Travel serves as a facilitator to open access to trade and other opportunities to organisations that do business with both national and international organisations and this, in turn, creates opportunities for individuals in terms of both direct and indirect job opportunities and entrepreneurship.

This qualification is designed to provide learners with skills which will enable them to work in a visitor information centre in popular tourist destinations throughout South Africa. In larger visitor centres, they may use online booking services to arrange travel, tours and accommodation for visitors. The Tourist Information Officer will generally need to be very familiar with the local area and its attractions.

Tourist Information Officers use brochures, posters and guidebooks, as well as their own personal experiences, to make recommendations and answer tourists' questions. Entry into this occupation may be improved by obtaining an occupational qualification.

The content of the qualification lays a foundation for learning and career progression that will enable the learner to enter other related qualifications such as Travel Consultant or grow towards more senior/managerial positions within the travel industry or develop entrepreneurial skills.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Recognition of Prior Learning (RPL):
RPL for access to the external integrated summative assessment: Accredited providers and approved workplaces must apply the internal assessment criteria specified in the related curriculum document to establish and confirm prior learning. Accredited providers and workplaces must confirm prior learning by issuing a statement of result or certifying a work experience record.

RPL for access to the qualification: Accredited providers and approved workplaces may recognise prior learning against the relevant access requirements.

Entry Requirements:

Level 4 with Communication.

RECOGNISE PREVIOUS LEARNING?

QUALIFICATION RULES

This qualification is made up of the following compulsory Knowledge and Practical Skill Modules:
Knowledge Modules:

422101000-KM-01, South Africa as a travel destination, Level 5, 5 Credits.

422101000-KM-02, Selling products, Level 5, 5 Credits.

422101000-KM-03, Office protocol, deportment and etiquette, Level 5, 8 Credits.

422101000-KM-04, Local tourism destinations, attractions and itinerary planning, Level 5, 20 Credits.

422101000-KM-05, Introduction to Tourism, Level 5, 15 Credits.

422101000-KM-06, Basic business calculations, Level 4, 5 Credits.

422101000-KM-07, Apply End User Computing, Level 3, 6 Credits.

422101000-KM-08, Business communication and customer services, Level 5, 8 Credits.

422101000-KM-09, Social media and digital literacy, Level 4, 5 Credits.

422101000-KM-10, Reception services, Level 5, 5 Credits.

422101000-KM-11, Map work and itineraries, Level 5, 10 Credits.

422101000-KM-12, Introductory Project Management, Level 4, 2 Credits.

422101000-KM-13, Exhibition and special events, Level 5, 3 Credits.

422101000-KM-14, Ready for work standards, Level 4, 5 Credits.

422101000-KM-15, Develop and update tourism industry knowledge, Level 5, 10 Credits.
Total number of credits for Knowledge Modules: 112.

Practical Skill Modules:

422101000-PM-01, Address protocol requirements, Level 5, 5 Credits.

422101000-PM-02, Plan and develop culturally appropriate tourism operations, Level 5, 12 Credits.

422101000-PM-03, Prepare, install and dismantle exhibition elements, Level 5, 10 Credits.

422101000-PM-04, Source and provide destination information and an itinerary for a customer, Level 5, 15 Credits.

422101000-PM-05, Manage, and assist in the administration and clerical support of office resources to facilitate the smooth and effective procurement of physical resources and services within the unit, Level 5, 12 Credits.

422101000-PM-06, Prepare quotations, Level 5, 10 Credits.
Total number of credits for Practical Skill Modules: 64.

This qualification also requires the following Work Experience Modules:

422101000-WM-01, Research, design and sell local travel and tourism-related packages, products and services, Level 5, 25 Credits.

422101000-WM-02, Apply ready for work standards to everyday work activities, Level 5, 25 Credits.

422101000-WM-03, Handle customer and clients' queries and liaison in a Travel Information Centre, Level 5, 8 Credits.

422101000-WM-04, Operate an online information system for tourism related information, Level 5, 10 Credits.

422101000-WM-05, Processing reservations and issuing documentation, Level 5, 36 Credits.
Total number of credits for Work Experience Modules: 104.

EXIT LEVEL OUTCOMES

1. Compare attractions and destinations using knowledge of South Africa to advise tourists, visitors and local residents according to their needs.
2. Collate information to effectively sell tourism products and services.
3. Communicate effectively using appropriate methods to maintain effective customer relations according to organizational standards and customer service of internal and external stakeholders.
4. Coordinate and support office services and maintain information management systems to enhance the effective operations of the office.
5. Plan, co-ordinate and assist in the administration and setting up of exhibitions and special events.

ASSOCIATED ASSESSMENT CRITERIA

Associated Assessment Criteria for Exit Level Outcome 1:

Resources used to research, locate and access destination information (Range: includes but not limited to: brochures, travel pamphlets, guides and atlas).

The destination is selected and recommendations are made, based on the type of traveller/tourists and his/her interests.

The destination recommended takes into account the date of travel with respect to climate, activities etc.

Associated Assessment Criteria for Exit Level Outcome 2:

Customer rapport is built and questions are asked to determine specific needs.

Tourists' needs are established.

Destination and activities are determined.

Destination and activities are recommended based on the established needs of the tourists.

A tour package is compiled which advises the tourists of the possible travel arrangements and sites to visits.

Associated Assessment Criteria for Exit Level Outcome 3:

Customer relationships are built with sensitivity to diverse needs.

A detailed, sequenced and logical itinerary is communicated to the client.

The quote of estimate costs is communicated and presented for customer approval.

The rules and regulations as well as terms and conditions that apply to a specific reservation are interpreted and communicated to the customer.

Customers understanding is verified through questioning techniques.

Associated Assessment Criteria for Exit Level Outcome 4:

Coordination and support office services and maintenance of information management are explained and applied to enhance the effective operations at the office.

Associated Assessment Criteria for Exit Level Outcome 5:

Setting up of exhibitions and special event is explained.

Planning, coordinating and assisting in the administration based on the needs are established.

Integrated Assessment:
Integrated Formative Assessment:
The skills development provider will use the curriculum to guide them on the stipulated internal assessment criteria and weighting. They will also apply the scope of practical skills and applied knowledge as stipulated by the internal assessment criteria. This formative assessment leads to entrance into the integrated external summative assessment.

Integrated Summative Assessment:
An external integrated summative assessment, conducted through the relevant Quality Council for Trades and Occupations (QCTO) Assessment Quality Partner is required for the issuing of this qualification. The external integrated summative assessment will focus on the Exit Level Outcomes and Associated Assessment Criteria.

INTERNATIONAL COMPARABILITY

Australia:
Australia has the following related qualification:
The Certificate III in Tourism (Visitor Information Services).

Qualification Description:
The visitor information officer traineeship takes 18 months to complete and is available as a school-based traineeship.

Providing visitor information, Tourism industry knowledge, Selling products and services and Creating a promotional display or stand are some of the similar units covered in the modules of the Tourist Information Officer which contributes to learners being able to operate independently and make operational tourism management decisions.

Namibia:
Namibia has the following related qualification:
Q0178 Diploma in Travel and Tourism Level 5.

Qualification Description:
The purpose of the Diploma in Tourism is to provide candidates with the necessary underpinning knowledge and practical skills required to be employed in the tourism industry. A student who has obtained this qualification will be capable of combining a range of skills in Tourism and knowledge of Namibian tourism issues to contribute positively towards incoming tourists in Namibia. The programme aims at increasing awareness of what products are available in the various regions and how to ensure that tourists' experiences are unique and memorable.

Holders of this qualification are able to analyse the impact of the interrelationship and interdependence between the sectors and sub-sectors of the tourism industry regarding service delivery, can discuss the promotion of domestic tourism and the benefits of tourism, and suggest ways to improve accessibility to all Namibians. Finally, candidates can report on the knowledge, skills, values and attitudes required to function successfully in the tourism industry.

The learning units in Namibia's Q0178 Diploma in Travel and Tourism qualification include: Computer studies, Business Communication and customer service, Local Tourism destinations and presentation of Tourism Products and Services which are some of the similar units covered in the content modules in Tourist Information Officer qualification.

New Zealand:
New Zealand has the following related qualification:
New Zealand Certificate in Travel (Level 5).

The qualifications' purpose is to provide the travel industry with individuals who can professionally support customers with travel enquiries, information and booking requirements, and through their skills and knowledge increase the contribution of the travel industry to the New Zealand economy.

The qualification is also geared towards equipping learners with knowledge and skills required to implement and deliver a wide range of customers, product advice, and sales in a travel industry context. The qualification is intended for individuals who can work as senior consultants in retail or wholesale travel related businesses. Some of the unit standards covered in the qualification compare with the South African occupational qualification as they include among others the following:
Applying appropriate communication, literacy, numeracy, risk management, analytical and problem solving skills to resolve complex customer service enquiries, and to build and maintain effective networks and client relationships, in order to grow a sustainable business.

Conclusion:
The Tourist Information Officer qualification compares well with the above international countries in terms of learning areas and level of complexity.

ARTICULATION OPTIONS

Horizontal Articulation:

Higher Certificate: Travel and Tourism, Level 5, SAQA QUAL ID 21147.

Occupational Certificate: Travel Professional, Level 5, SAQA QUAL ID 101372.

Vertical Articulation:

Diploma: Internal Tourism, Level 6, SAQA QUAL ID 65860.

National Diploma: Tourism: Services, Level 6, SAQA QUAL ID 22320.

MODERATION OPTIONS

N/A

CRITERIA FOR THE REGISTRATION OF ASSESSORS

N/A

NOTES

Qualifying for external assessment:
In order to qualify for the external summative assessment learners must provide proof of all required modules by means of statements of results and work experience.

Additional legal or physical entry requirements:
None.

Criteria for the accreditation of providers:
Accreditation of providers will be done against the criteria as reflected in the relevant curriculum on the Quality Council for Trades and Occupations (QCTO) website.

The curriculum title and code is Tourist Information Officer: 422101000.

This qualification encompasses the following trades as recorded on the NLRD:

This is not a trade qualification.

Part Qualifications

None.

LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION:

When qualifications are replaced, some (but not all) of their learning programmes are moved to the replacement qualifications. If a learning programme appears to be missing from here, please check the replaced qualification.

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PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION:

This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.

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