Pupil Name ………………………………………
Tutor Group …………
Assessment Plan
BTEC First Diploma in Travel and Tourism
Unit 1: The UK Travel and Tourism Industry
Academic Year: 2010 – 2012
Unit Code: F/600/8192
**After each assignment is completed your work will be assessed within 2 weeks and
returned to for improvements **
Task 1 –
Issued:
Hand in:
Improvement:
Task 2 –
Issued:
Hand in:
Improvement:
Task 3 –
Issued:
Hand in:
Improvement:
BTEC First Diploma in Travel and Tourism
Unit Number and Title:
Unit 2 – Understanding Customer Service in Travel and Tourism
Candidates Name:
Teacher: PLW
To be completed by:
Criteria: P1, P2, M1
Scenario:
You have been asked to carry out research for an article which will examine organisational
approaches to customer service in the travel and tourism sector. You must show your finding
in a PowerPoint presentation.
Pass Criteria
Merit Criteria

Explain how different types of
organisations approach customer
service. (P1)

Describe the methods used to
measure and monitor customer
service. (P2)

Compare how two travel and tourism
organisations approach and measure
customer service. (M1)
Please use the information on the next page to guide you through this presentation.
Decision of grade award at this date
P1 [ ] P2 [ ] M1 [ ] No Award [ ]
Is this to be resubmitted?
Yes [ ]
No [ ]
If yes what is the advice to the student:
Student Signature: ________________________________
Date: ____________
Assessor signature: ________________________________
Date: _____________
BTEC First Diploma in Travel and Tourism
Unit Number and Title:
Unit 2 – Understanding Customer Service in Travel and Tourism
Use the following table as guide for what should be included in your work. If
any of criteria is not address you will not be awarded the grade and therefore
will have to re-submit your work.
Pass Criteria
Merit Criteria
You must including the following information to
gain a pass grade:
You must including the following information to
gain a merit grade:
Slide 1- Summary of Business
 Outline the key facts and figures about your
chosen organisation, including details on size,
type and a brief history. (P1)
Slide 12- Comparing Customer Service
 Look at the two companies used for P1 and P2
and explain their various similarities and
differences in a table format using the
following heading:

Slide 2- Mission Statement
 Find the companies mission statement and
describe what it means (P1)

Slide 3- Policies
 Find copies of and explain the organisations
customer service policy (P1)

Find copies of and explain the organisations
complaint procedures. (P1)
Size of business
Mission Statements
Customer Service Policy
Customer Complaint Procedure
Resources
Processes
Measuring Customer Service
(M1)

Slide 4- Resources
 Describe the resources used to provide
customer services including the following
details; number of staff, qualifications and
attributes needed, training, budgets for rewards
(staff bonuses/customer reward schemes) and
budgets for uniforms/furnishings. (P1)

Slide 5- Processes
 Describe the day to day processes used as part
of providing customer service including
information on; customer interface, reacting to
feedback, loyalty schemes, keeping records,
staff training, after sales or call centres. (P1)

**Repeat slides 1 – 5 for a different type of
organisation**

For Example:
Comparison
Size of business
Mission
Statements
Customer Service
Policy
Customer
Complaint
Procedure
Resources
Processes
Slide 11- Measuring Customer Service
 Using your two case-study companies to gain
P1, describe the different ways they
measure/monitor customer service, e.g.
comment cards; customer service
questionnaires; mystery shoppers; customer
forums/focus groups; customer reviews via
websites. (P2)
Measuring
Customer Service

BTEC First Diploma in Travel and Tourism
Unit Number and Title:
Unit 2 – Understanding Customer Service in Travel and Tourism
Candidates Name:
Teacher: PLW
To be completed by:
Criteria: P3, P4, M2
Scenario: You have been asked to write a review for a travel magazine which focuses on
meeting customer needs and expectations.
Pass Criteria
Merit Criteria

Review the needs of different types
of customers and how they are
recognised (P3)

Explain how travel and tourism
organisations meet and exceed
customer expectations. (P4)

Analyse how organisations meet and
exceed customer needs and
expectations of customers through
the recognition of their needs (M2)
Please use the information on the next page to guide you through this article.
Decision of grade award at this date
P3 [ ] P4 [ ]
Is this to be resubmitted?
M2 [ ]
No Award [ ]
Yes [ ]
No [ ]
If yes what is the advice to the student:
Student Signature: ________________________________
Date: _____________
Assessor signature: ________________________________
Date: _____________
BTEC First Diploma in Travel and Tourism
Unit Number and Title:
Unit 2 – Understanding Customer Service in Travel and Tourism
Use the following table as guide for what should be included in your work. If
any of criteria is not address you will not be awarded the grade and therefore
will have to re-submit your work. Remember this should be in the style of a magazine article
Pass Criteria
You must include information on the following to gain a pass grade:
Paragraph 1 – Describe what is meant by the term ‘Good customer service’ (P3a)

Paragraph 2- Describe how and why travel and tourism organisations divide people into different groups
(P3b)

Diagram 1.1 - Draw a spider diagram to show what the different groups are with a sentence that describe who
would be in that group. (P3c)

Paragraph 3 – Pick four of the groups from the diagram and for each group describe their typical needs. (P3d)

Paragraph 4 – For the groups you have identified describe how their needs could be identified. For example
face to face, in writing, over the telephone or recognition of unstated needs (For example a representative
notices from the booking form that there is a large family booking including very young children and ensures
that the rooms allocated are adjacent and in an appropriate position within the hotel.) (P3e)

Paragraph 5 - Explain how organisations meet and exceed customer expectations by using at least four
examples from organisations you have researched. Remember to use the website listed below to find
examples. (P4a)

Useful Websites:
www.travelweekly.co.uk
www.ttglive.com
www.telegraph.co.uk/travel/travelnews/
www.breakingtravelnews.com
Merit Criteia
To gain M2 you must expand on the explanation given for P4 to analyse the links between needs,
identification of needs and being able to meet and exceed customers’ expectations, using real life examples.
(M2)

BTEC First Diploma in Travel and Tourism
Unit Number and Title:
Unit 2 – Understanding Customer Service in Travel and Tourism
Candidates Name:
Teacher: PLW
To be completed by:
Criteria: D1
Scenario:
Pass Criteria

Merit Criteria
Distinction Criteria


Please use the information on the next page to guide you through this presentation.
Decision of grade award at this date
D1 [ ] No Award [ ]
Is this to be resubmitted?
Yes [ ]
No [ ]
If yes what is the advice to the student:
Student Signature: ________________________________
Date: _____________
Assessor signature: ________________________________
Date: _____________
BTEC First Diploma in Travel and Tourism
Unit Number and Title:
Unit 2 – Understanding Customer Service in Travel and Tourism
Use the following table as guide for what should be included in your work. If
any of criteria is not address you will not be awarded the grade and therefore
will have to re-submit your work. Remember this is a guide and if you need to use more slides
then please do so!
Distinction Criteria
To gain a distinction grade you must:

For Example
BTEC Assessment Criteria Unit 2 – Understanding Customer Service in Travel and Tourism
Unit code: F/600/8192
NQF level 2: BTEC First
Student Name:
Learning Outcomes
1 Understand different approaches
to customer service in travel and
tourism organisations.
2 Understand the needs and
expectations of different types of
customers in the travel and tourism
sector.
Overall Grade:
PASS
P1 Explain how different types
of organisations approach
customer service
MERIT
DISTINCTION
M1 Compare how two travel and
tourism organisations approach and
measure customer service


P2 Describe the methods used
to measure and monitor customer
service

P3 Review the needs of different
types of customers and how they
are recognised

D1 Analyse how approaches to
customer service link to the success
of meeting and exceeding customer
needs and expectations.

M2 Analyse how organisations
meet and exceed customer needs
and expectations of customers
through the recognition of their
needs.

P4 Explain how travel and tourism
organisations meet and exceed
customer expectations.

Teacher’s signature _____________________________________________
Date __________________________