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.
Aimed at those working, or aspiring to work, in the travel and tourism industry, the iCQ Level 2 Diploma in Travel Services enables learners to develop skills in processing bookings and travel planning. It also includes guided tours, resolving customer service problems and completing foreign exchange transactions.
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
Arrange Travel Itineraries Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the factors involved in creating tailor-made travel itineraries to suit customers' specific requirements and preferences.
- Identify suitable travel-related components, such as transportation, accommodation, and activities, to meet customers' requirements.
- Identify suitable travel-related components, considering factors like budget, accessibility, and interests.
- Combine components to create itineraries that meet customers' specific wants, needs, and preferences, ensuring a seamless travel experience.
Arrange non multi-sector air travel Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the fundamental principles of air travel, including regulations and safety procedures
- Understand the principles of dealing with customers in a professional and courteous manner
- Administer customer air travel bookings accurately and efficiently
- Complete all necessary booking documentation, ensuring compliance with industry standards
- Know the relevant information pertaining to non multi-sector air travel, including routes, fares, and restrictions
Assist Customers Prior To and After Travelling Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the principles of assisting customers effectively in the travel and tourism sector
- Resolve customers’ queries about their bookings accurately and efficiently
- Identify and make necessary changes to customer bookings, adhering to company policies
- Advise customers on how to make travel-related claims and complaints, providing relevant information and support
- Assist customers prior to and after travelling, ensuring a positive customer experience
Assist with travel and tourism problems and emergencies Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the importance of assessing problems and emergencies in a travel and tourism context.
- Assist in the resolution of a customer's problem effectively.
- Know the procedures for gathering, recording, and reporting information about problems and emergencies that arise.
- Assist with the local implementation of emergency procedures, following established protocols.
- Understand the actions to take in the event of various problems and emergencies, ensuring appropriate responses.
- Communicate effectively with customers in problem and emergency situations, providing reassurance and assistance.
Collect and analyse customer feedback Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the principles and various uses of customer feedback within the travel and tourism industry
- Obtain customer feedback efficiently using appropriate methods and tools
- Analyse customer feedback data effectively, identifying trends and areas for improvement
- Report on customer feedback data accurately and concisely, providing actionable insights
- Obtain and analyse customer feedback to improve services and customer satisfaction
Collect and maintain tourism information and data Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the fundamental principles of maintaining tourism information and data within an organisation
- Collect tourism information and data from a range of sources
- Evaluate the quality and relevance of collected tourism information and data
- Understand the methods used to research and collect tourism-related data and information
- Maintain tourism information systems and data accurately and securely
- Know the procedures for maintaining tourism information and data in accordance with organisational policies and legal requirements
Communicate and advise customers of information which impacts their travel arrangements Real unit · iCan Qualifications Limited
What you'll be able to do
- Monitor information from various sources that may impact on travel arrangements, such as weather conditions, flight delays, and security alerts.
- Advise customers of information that impacts their travel arrangements in a clear, concise, and timely manner, providing alternative options where appropriate.
- Monitor internal information, such as booking changes, special offers, and policy updates, which may impact travel arrangements.
- Advise customers of information that impacts travel, ensuring they are fully informed and able to make informed decisions.
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 the organisation and implementation of travel and tourism promotional activities Real unit · iCan Qualifications Limited
What you'll be able to do
- Organise promotional activities.
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
- Understand organisation's procedures for greeting and addressing remote customers.
Develop and maintain your effectiveness at work in a Travel and Tourism environment Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand own role and responsibilities.
- Improve personal performance at work.
- Work effectively as part of a team.
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 the hazards and evaluate the risks in the workplace.
- Reduce the risks to health and safety 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 methods to increase sales.
Give customers a positive impression of yourself and your organisation. Real unit · iCan Qualifications Limited
What you'll be able to do
- Establish rapport with customers.
- Respond appropriately to customers.
- Understand how to give customers a positive impression.
Help Customers to Choose and Book Travel Services Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the principles of helping customers choose and book travel services, including identifying customer needs, providing relevant information, and offering suitable options.
- Process post-booking documentation accurately and efficiently, ensuring all necessary information is recorded and communicated to relevant parties.
- Receive travel documentation from suppliers, prepare it for distribution, and issue it to customers in a timely manner.
- Receive, prepare and issue travel documentation.
- Help customers select travel services to meet their needs, taking into account their preferences, budget, and travel requirements.
- Know about world-wide travel destinations, including their attractions, climate, and cultural considerations.
- Know about travel services, including flights, accommodation, transportation, and tours.
- Capture and process customer information accurately and securely, complying with data protection regulations and organisational policies.
- Capture and process customer information.
- Complete travel services bookings accurately and efficiently, ensuring all details are correct and confirmed with the customer.
- Complete travel services bookings.
- Understand the importance of accuracy and security in making travel bookings for customers, minimising the risk of errors and fraud.
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.
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
Planning and Delivering Guided Tours Real unit · iCan Qualifications Limited
What you'll be able to do
- Plan guided tours effectively, taking into account relevant factors such as location, duration, and target audience.
- Conduct guided tours in a professional and engaging manner, ensuring the safety and enjoyment of participants.
- Evaluate guided tours to identify areas for improvement and enhance future tour experiences.
Process travel and tourism services payments Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the principles of processing travel and tourism payments, including different payment methods, security protocols, and reconciliation procedures.
- Receive payments from customers accurately and efficiently, adhering to organisational procedures and security guidelines.
- Issue receipts to customers promptly and accurately, and store payments securely in accordance with organisational policies.
- Receive payments from customers using different methods.
- Issue receipts and store payments in line with company policy.
Process travel services bookings Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand principles to process travel services bookings.
- Complete booking administration.
Research travel and destination information Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the fundamental principles involved in selling multi-sector air travel, including fare structures, ticketing procedures, and regulations.
- Research travel destination information from a variety of sources, including online databases, travel guides, and industry publications.
- Research travel product information, including accommodation options, transportation services, and tour packages.
Resolve customer service problems Real unit · iCan Qualifications Limited
What you'll be able to do
- Spot customer service problems promptly and accurately.
- Pick the best solution to resolve customer service problems effectively.
- Take action to resolve customer service problems efficiently and professionally.
- Resolve customer service problems in a timely and appropriate manner.
Sell tourism related products and services Real unit · iCan Qualifications Limited
What you'll be able to do
- Sell tourism related products and services.
- Promote the features and benefits of tourism products.
Sell travel related products and services Real unit · iCan Qualifications Limited
What you'll be able to do
- Sell travel related products and services.
Set up and maintain promotional displays Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand principles of promotional materials.
Travel Planning Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the key stages and considerations involved in the travel planning process.
- Effectively use various sources of travel planning information, including online resources, brochures, and expert advice.
- Produce comprehensive and accurate travel plans that meet specific customer requirements and preferences.
- Provide additional information on travel and tourism arrangements, such as visa requirements, insurance options, and local customs.
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
Arrange travel itineraries
- Standard
Assist customers prior to and after travelling
- Standard
Collect and analyse customer feedback
- Standard
Collect and maintain travel and tourism information and data
- Standard
Complete foreign exchange transactions
- Standard
Develop and Maintain Relationships with Face-to-Face Customers
- Standard
Develop and maintain relationships with remote customers
- Standard
Display Promotional Materials in the Rail Industry
- Standard
Establish customers’ interest in sustainable travel and tourism options
- Standard
Generate increased travel and tourism sales
- Standard
Help customers to choose and book travel services
- Standard
Monitor and communicate information which impacts on customers’ travel arrangements
- Standard
Monitor and use social media to promote venues and events
- Standard
Process travel and tourism services payments
- Standard
Process travel services bookings
- Standard
Review and improve the customer experience
Showing 18 of 23 standards these units map to.
The credits, and who awards them
Level 2 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
Arrange Travel ItinerariesArrange non multi-sector air travelAssist Customers Prior To and After TravellingAssist with travel and tourism problems and emergenciesCollect and analyse customer feedbackCollect and maintain tourism information and dataCommunicate and advise customers of information which impacts their travel arrangementsComplete Foreign Exchange Transactions
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 “Contribute to the organisation and implementation of 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.
- Map a live decision Analyse
“Collect and maintain tourism information and data” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
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
- Arrange travel itineraries
- Assist customers prior to and after travelling
- Collect and analyse customer feedback
- Collect and maintain travel and tourism information and data
- Complete foreign exchange transactions
- 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 Arrange Travel Itineraries, one of this qualification's own units.
Applied to your own work
Learners will study the factors involved in creating tailor-made travel itineraries. The unit covers identifying suitable transportation, accommodation, and activities to combine into itineraries that meet customer requirements and preferences.
- 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 2 Diploma in Travel Services
30 units in this credential, in the order it lists them, awarded by iCan Qualifications Limited.
- Arrange Travel Itineraries
- Arrange non multi-sector air travel
- Assist Customers Prior To and After Travelling
- Assist with travel and tourism problems and emergencies
- Collect and analyse customer feedback
- Collect and maintain tourism information and data
and 24 more in the full unit list below.
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Learned on your own work, taught one-to-one.
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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.