How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer iCan Qualifications Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and iCan Qualifications Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from iCan Qualifications Limited.
The iCQ Level 3 Diploma in Travel Services is an occupational qualification relevant to the travel and tourism sector. It allows learners to develop skills in processing bookings, solving customer service problems, dealing with emergencies, and completing foreign exchange transactions. Furthermore, it covers the principles of organising work and personal development.
These are the units iCan Qualifications Limited 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. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with iCan Qualifications Limited. It does the teaching and the mapping. iCan Qualifications Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
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What each unit actually teaches you to do
Build and Maintain Customers' Profiles Real unit · iCan Qualifications Limited
What you'll be able to do
- Explain the value of accurate account tracking and management
- Obtain personal travel details from customers
- Compile personal travel profiles
- Maintain personal travel profiles
- Describe how to build personal travel profiles
- Describe how to maintain personal travel profiles
Collect and analyse customer feedback Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the principles and uses of customer feedback in the travel and tourism sector
- Obtain customer feedback efficiently using appropriate methods
- Analyse and report on customer feedback data accurately
- Obtain and analyse customer feedback effectively
Complete Foreign Exchange Transactions Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the fundamental principles of foreign exchange services and their role in the travel and tourism industry.
- Understand the operational procedures involved in currency exchange transactions, including buying and selling currencies.
- Maintain adequate foreign exchange supplies to effectively meet customer demands for various currencies.
- Manage and maintain appropriate stock levels of foreign exchange currencies.
- Understand the relevant regulations and organisational procedures that govern foreign exchange transactions.
- Accurately and efficiently sell and buy foreign exchange products to and from customers.
- Correctly conduct foreign exchange transactions in accordance with legal and organisational requirements.
- Remit foreign exchange funds to suppliers in a timely and secure manner.
- Remit foreign currency payments to suppliers using appropriate methods and procedures.
Contribute to Supporting and Developing Colleagues Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the principles of supporting and developing colleagues in the workplace
- Arrange and carry out team briefings to support and develop colleagues, in line with organisational requirements
- Plan and provide effective team briefings to support colleagues' development
- Support and train colleagues to improve their effectiveness and personal development
- Support colleagues to improve their effectiveness and personal development, in line with organisational policies and procedures
Contribute to business travel account management Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the fundamental principles of business travel account management
- Contribute to the management of business travel accounts, under supervision
- Accurately maintain business travel-related information and documentation
Deal with travel and tourism problems and emergencies Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the critical need for effective and timely responses to problems and emergency situations within the travel and tourism context.
- Confidently and appropriately respond to a range of problems and emergency situations that may arise.
- Know the correct procedures and protocols for responding to various problems and emergencies in the travel and tourism industry.
- Effectively co-ordinate activities in the aftermath of an emergency situation, ensuring safety and minimising disruption.
- Co-ordinate post-emergency procedures to ensure the well-being of those affected and the restoration of normal operations.
Develop and maintain relationships with face-to-face customers Real unit · iCan Qualifications Limited
What you'll be able to do
- Develop and maintain positive relationships with face-to-face customers
- Develop and maintain positive relationships with face-to-face customers, ensuring customer satisfaction and loyalty
Develop and maintain relationships with remote customers Real unit · iCan Qualifications Limited
What you'll be able to do
- Describe how to develop relationships with remote customers
- Describe how to maintain relationships with remote customers
- Develop relationships with remote customers
- Maintain relationships with remote customers
Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Real unit · iCan Qualifications Limited
What you'll be able to do
- Know employer and employee rights, responsibilities and own organisational procedures
- Know factors that affect own organisation and occupation
Ensure responsibility for actions to reduce risks to health, safety, and security Real unit · iCan Qualifications Limited
What you'll be able to do
- Identify hazards in the workplace
- Evaluate the risks associated with hazards in the workplace
- Reduce the risks to health and safety in the workplace
- Describe how to reduce risks to health and safety in the workplace
- Reduce the risks to security in the workplace
- Describe how to reduce risks to security in the workplace
Establish customers’ interest in sustainable travel and tourism options Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the principles of sustainability within the travel and tourism sector
- Identify and establish customer interest in sustainable travel and tourism products
- Establish customer interest in sustainable travel and tourism options, in line with customer needs and preferences
Generate increased travel and tourism sales Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand strategies and techniques for increasing sales within the travel and tourism sector.
- Generate increased sales of travel and tourism products or services through effective sales practices.
Identify and provide travel and tourism related information and advice Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the core principles of providing accurate, relevant, and helpful travel and tourism-related information and advice to customers.
- Accurately identify and assess customers' specific information and advice needs related to travel and tourism.
- Effectively identify customer information and advice needs through questioning and active listening.
- Source relevant and up-to-date travel and tourism-related information and advice from various sources.
- Source reliable travel and tourism-related information from reputable and trustworthy sources.
- Provide relevant, accurate, and helpful travel and tourism-related information and advice to customers in a clear and understandable manner.
- Provide travel and tourism-related information and advice to customers using appropriate communication methods and channels.
Monitor and maintain the quality of travel and tourism operations Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the methods used to monitor the quality of travel and tourism operations
- Understand the processes involved in maintaining the quality of travel and tourism operations
- Monitor the quality of travel and tourism operations, according to organisational procedures
Monitor and solve customer service problems Real unit · iCan Qualifications Limited
What you'll be able to do
- Solve immediate customer service problems effectively and efficiently
- Identify repeated customer service problems and options for solving them in the long term
- Take action to avoid the repetition of customer service problems by implementing appropriate solutions
- Understand how to monitor and solve customer service problems to improve overall customer satisfaction
Monitor business performance Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the key performance indicators used to monitor business performance
- Monitor business performance against agreed targets and objectives
- Implement improvements to business performance based on monitoring activities
Monitor, communicate and advise customers of information which impacts their travel arrangements Real unit · iCan Qualifications Limited
What you'll be able to do
- Describe how to monitor information which impacts on travel arrangements
- Describe how to advise customers of information that impacts travel arrangements
- Monitor internal information which impacts travel arrangements
- Advise customers of information that impacts travel arrangements
Operate in a sustainable manner Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand how to operate in a sustainable manner within the travel and tourism sector
- Operate in a sustainable manner, minimising environmental impact and promoting responsible practices
Organise and implement travel and tourism promotional activities Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand how to organise travel and tourism promotional activities
- Understand how to implement travel and tourism promotional activities
- Plan travel and tourism promotional activities effectively
- Implement planned travel and tourism promotional activities
- Evaluate the effectiveness of travel and tourism promotional activities
Organise your work and personal development Real unit · iCan Qualifications Limited
What you'll be able to do
- Explain the importance of continuously developing own skills and knowledge for self and the organisation
- Organise own workload
- Develop own personal performance
- Organise own work and personal development
Process travel services bookings Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the fundamental principles that underpin the processing of travel services bookings.
- Accurately complete all necessary administrative tasks associated with processing travel services bookings.
- Understand the detailed processes involved in booking administration within the travel services sector.
- Efficiently process and issue relevant documentation and arrange for additional services related to travel bookings.
- Know the correct procedures for processing and issuing travel documentation and arranging supplementary services for customers.
Sell multi-sector air travel Real unit · iCan Qualifications Limited
What you'll be able to do
- Explain the principles of selling multi-sector air travel
- Identify customers’ air travel requirements
- Identify air travel options for customers
- Describe world travel geography
- Describe air travel products, services and conditions
- Promote the features and benefits of different air travel arrangements
- Describe multi-sector air travel-related products and services
- Handle customers’ objections during the sales process
- Close the sale of multi-sector air travel
- Describe how to sell multi-sector air travel to customers
Sell tailor-made travel services Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the fundamental principles underpinning the selling of tailor-made travel services.
- Effectively investigate and determine customers’ specific travel needs and preferences.
- Deliver tailor-made travel solutions that meet the identified customer needs.
- Know the relevant legislation and organisational policies regarding the advice offered to customers concerning tailor-made travel.
- Know about a diverse range of tailor-made travel products and services available to meet various customer needs and preferences.
- Know about different cruise products and services, including their features, benefits, and suitability for different customer segments.
- Know about a range of travel destinations, including their key attractions, cultural aspects, and practical considerations for travellers.
- Create comprehensive and appealing tailor-made travel itineraries that address customer requirements.
- Understand the policy and legislation that may influence the limits of tailor-made travel options, including health and safety.
- Effectively propose tailor-made travel options to customers, highlighting their benefits and addressing any concerns.
- Accurately and efficiently settle the agreed transaction for tailor-made travel services.
Sell tourism related products and services Real unit · iCan Qualifications Limited
What you'll be able to do
- Effectively sell tourism-related products and services to potential customers.
- Accurately identify and understand customer requirements and preferences when selling tourism products.
- Effectively promote the key features and benefits of various tourism products and services to customers.
- Successfully close the sale and secure bookings for tourism products and services.
- Know a range of tourism-related products and services available to customers, including their features and benefits.
- Use effective sales techniques to close a sale and secure a booking.
Sell travel related products and services Real unit · iCan Qualifications Limited
What you'll be able to do
- Sell travel related products and services
- Identify customer requirements when selling travel related products and services
- Promote the features and benefits of travel products and services to customers
- Close the sale of travel related products and services effectively
- Know about a range of travel related products and services
- Close the sale of travel related products and services
Use social media to communicate with customers in travel and tourism Real unit · iCan Qualifications Limited
What you'll be able to do
- Know your organisation's specific approach, guidelines, and policies regarding the use of social media for communication and marketing.
- Effectively use various social media platforms to support the organisation's objectives, including marketing, customer service, and brand awareness.
- Communicate professionally and effectively with customers using social media channels, addressing their queries and providing relevant information.
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Advise customers on the implications of information which impacts on their travel arrangements
- Standard
Arrange Non-Multi-Sector Air Travel
- Standard
Build and maintain customers’ profiles
- Standard
Collect and analyse customer feedback
- Standard
Collect and maintain travel and tourism information and data
- Standard
Complete foreign exchange transactions
- Standard
Contribute to business travel account management
- Standard
Develop and Maintain Relationships with Face-to-Face Customers
- Standard
Develop and maintain relationships with remote customers
- Standard
Establish customers’ interest in sustainable travel and tourism options
- Standard
Generate increased travel and tourism sales
- Standard
Monitor and communicate information which impacts on customers’ travel arrangements
- Standard
Monitor and maintain the quality of travel and tourism operations
- Standard
Monitor and solve repeated customer service problems
- Standard
Monitor the performance of cloud services
- Standard
Organise and implement travel and tourism promotional activities
- Standard
Process the transfer of foreign currency
- Standard
Process travel and tourism services payments
Showing 18 of 26 standards these units map to.
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by iCan Qualifications Limited rather than by Zavmo. 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 have covered and what is next.
What you would be collecting
Build and Maintain Customers' ProfilesCollect and analyse customer feedbackComplete Foreign Exchange TransactionsContribute to Supporting and Developing ColleaguesContribute to business travel account managementDeal with travel and tourism problems and emergenciesDevelop and maintain relationships with face-to-face customersDevelop and maintain relationships with remote customers
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration - Rehearse the conversation Apply
“Collect and analyse customer feedback” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Generate increased travel and tourism sales” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Organise and implement travel and tourism promotional activities” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Draft the real one Create
You do “Contribute to business travel account management” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
- Advise customers on the implications of information which impacts on their travel arrangements
- Arrange Non-Multi-Sector Air Travel
- Build and maintain customers’ profiles
- Collect and analyse customer feedback
- Collect and maintain travel and tourism information and data
- Complete foreign exchange transactions
- Contribute to business travel account management
- Develop and Maintain Relationships with Face-to-Face Customers
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Build and Maintain Customers' Profiles, one of this qualification's own units.
Applied to your own work
This unit enables learners to build and maintain accurate customer travel profiles. Learners will acquire skills in obtaining personal travel details, recording information accurately, and understanding the benefits of profile management for customer service and marketing.
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for iCQ Level 3 Diploma in Travel Services
26 units in this credential, in the order it lists them, awarded by iCan Qualifications Limited.
- Build and Maintain Customers' Profiles
- Collect and analyse customer feedback
- Complete Foreign Exchange Transactions
- Contribute to Supporting and Developing Colleagues
- Contribute to business travel account management
- Deal with travel and tourism problems and emergencies
and 20 more in the full unit list below.
Free tools
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Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
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The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.