City and Guilds of London Institute · RQF Level 2
City & Guilds Level 2 NVQ Certificate in Tourism Services (QCF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 2
- Total credits30
- Guided learning79 hours
- Units in this qualification18
Awarded by City and Guilds of London Institute · on the Ofqual register
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See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
These are the units City and Guilds of London Institute registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Assist with travel and tourism problems and emergenciesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the importance of assessing problems and emergencies
- Assist the resolution of a customer’s problem
- Know procedures for gathering, recording and reporting information about problems and emergencies
- Assist the local implementation of emergency procedures
- Understand the actions to take in the event of problems and emergencies
- Communicate effectively with customers in problem and emergency situations
Build and Maintain Customers' ProfilesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the value of accurate account tracking and management
- Obtain personal travel details
- Compile and maintain personal travel profiles
- Build and maintain personal travel profiles
Build and Maintain Relationships with Customers Not PresentReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the importance of building and maintaining relationships with customers
- Establish contact with customers
- Communicate and inform customers effectively
- Manage difficult and demanding customers
- Manage accommodation and transfers
Build and maintain face-to-face relationships with customersReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of face-to-face relationships with customers
- Greet customers face- to-face
- Establish rapport with customers
- Maintain and build established relationships with customers
- Maintain and build face-to-face relationships with customers
Collect and maintain tourism information and dataReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of maintaining tourism information and data
- Collect and evaluate tourism information and data
- Understand how to research and collect tourism-related data and information
- Maintain tourism information systems and data
- Maintain tourism information and data
Develop and maintain your effectiveness at work in a Travel and Tourism environmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand own role and responsibilities
- Improve personal performance at work
- Improve personal performance at work
- Work effectively as part of a team
- Work effectively as part of a team
Display Stock and MaterialsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the value of displays in promoting products and services
- Prepare display areas and materials
- Set up and dismantle displays
- Display stock and materials
Ensure responsibility for actions to reduce risks to health and safetyReal unit · City and Guilds of London Institute
What you'll be able to do
- Identify the hazards and evaluate the risks in the workplace.
- Reduce the risks to health and safety in the workplace.
- Reduce risks to health and safety in the workplace.
Give customers a positive impression of yourself and your organisation.Real unit · City and Guilds of London Institute
What you'll be able to do
- Establish rapport with customers
- Respond appropriately to customers
- Communicate information to customers
- Understand how to give customers a positive impression of themselves and the organisation
Identify and Provide Tourism-Related Information and AdviceReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of providing tourism-related information and advice
- Identify customers’ information and advice needs
- Identify customer information and advice needs
- Source relevant tourism-related information and advice
- Source reliable tourism-related information
- Provide relevant tourism-related information and advice to customers
- Provide tourism-related information and advice to customers
Lead People on a Guided TourReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of leading people on guided tours
- Ensure the health and safety of the group
- Lead the tour
- Maintain group cohesion
- Lead people on a guided tour
Present a commentary for a guided tourReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of presenting commentaries for guided tours
- Present a commentary to customers on a guided tour
- Present a commentary on a guided tour
- Evaluate, update and improve presentation to customers on a guided tour
- Evaluate, update and improve presentation to customers on a guided tour
Process Travel & Tourism Services PaymentsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of processing travel and tourism payments
- Receive payments
- Issue receipts and store payments
- Receive payments
- Issue receipts and store payments
Process tourism bookingsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the importance of accuracy, security and legislation in processing bookings
- Complete booking administration for tourism services
- Process post-booking documentation
- Issue travel documents efficiently
- Make bookings
Research Travel and Destination InformationReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of selling multi-sector air travel
- Research travel destination and product information
- Research travel destination and product information
Resolve customer service problemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Spot customer service problems
- Pick the best solution to resolve customer service problems
- Take action to resolve customer service problems
- Resolve customer service problems
Sell Tourism-Related Products and ServicesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the process of selling products and services
- Identify and meet customers’ requirements
- Identify and meet customers’ requirements
- Promote benefits and features of tourism products and services
- Promote tourism-related products to customers
- Know tourism-related products and services
- Close the sale
- Close the sale
Set Up and Maintain Promotional DisplaysReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of promotional materials
- Make preparations for promotions
- Set up, maintain and remove promotional materials
- Set up and maintain promotional displays
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 2 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Build and maintain customers’ profiles
- Collect and maintain travel and tourism information and data
- Demonstrate professional brand and organisational values and standards
- Develop and Maintain Relationships with Face-to-Face Customers
- Develop and maintain relationships with remote customers
- Display Promotional Materials in the Rail Industry
- Process travel and tourism services payments
- Sell tourism
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your own work
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 2 NVQ Certificate in Tourism Services (QCF)
18 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- Assist with travel and tourism problems and emergencies
- Build and Maintain Customers' Profiles
- Build and Maintain Relationships with Customers Not Present
- Build and maintain face-to-face relationships with customers
- Collect and maintain tourism information and data
- Develop and maintain your effectiveness at work in a Travel and Tourism environment
and 12 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.