SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Provide tour coach services 
SAQA US ID UNIT STANDARD TITLE
123255  Provide tour coach services 
ORIGINATOR
SGB Transport and Logistics Operations 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

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 unit standard replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
10958  Provide tour coach services  Level 3  NQF Level 03  Complete 

PURPOSE OF THE UNIT STANDARD 
The purpose of the learning credited in this unit standard is to ensure that learners are able to safely provide tour coach services. Learners are required to ensure passenger safety and comfort, and to maintain high levels of service specified for local and international tours by luxury coach. Improved passenger services, passenger safety and passenger comfort lead to improved customer service and profitability, and decreased human and economic costs due to injury and damage. Tourism, provision of professional tourism services, and adhering to international tourism standards are a national priority.

Credited learners are capable of:
  • Welcoming and informing tourists according to organisational policies.
  • Co-hosting tour groups as an ambassador for South Africa.
  • Resolving individual and group problems according to specified procedures.
  • Completing tour or journey and operational information according to specification. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners have already attained the competencies of Mathematic literacy at NQF Level 2, and Communication at NQF Level 2. The learner is also assumed to be competent at driving a rigid vehicle, providing long distance coach/bus services, obtaining and communicating transport operational information, and fostering and maintaining customer relations. 

    UNIT STANDARD RANGE 
    The typical scope of this unit standard includes:
  • Controlled office or workshop environments, transport depots, open yard areas, mobile vehicles and/or customer premises.
  • Transportation on the open road. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Welcome and inform tourists according to organisational policies. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Tourists are welcomed on board and informed on the journey itinerary and coach amenities according to organisational policies. 
    ASSESSMENT CRITERION RANGE 
    Information includes, but is not limited to:
  • Driver and/or guide and hostess names, personal welcome and individual quality service assurances.
  • Personal safety, including the use of safety belts, emergency exits, accident and injury procedures, first aid and provisions for fire fighting.
  • Tour itinerary, including estimated arrival times, points of interest, refreshment breaks and scheduled visits along the route.
  • Saloon amenities, including operation of individually adjustable controls, selections and settings, hygiene and refreshment arrangements.
  • Arrangements and procedures at point of interest visits, hotel or overnight, refreshment, border and refuelling stops.
     

  • ASSESSMENT CRITERION 2 
    Tourist needs and requirements are observed and attended to and individual or group requests are accommodated within organisational guidelines. 

    ASSESSMENT CRITERION 3 
    Corrective actions to get passengers to their destinations in the event of route deviations, delays experienced and breakdowns, as well as the company guidelines for consideration in selecting the most appropriate actions are described using practical examples. 

    SPECIFIC OUTCOME 2 
    Co-host tour groups as an ambassador for South Africa. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Personal conduct and responsibility as host or co-host to tourists is performed appropriately for a range of different contexts. 
    ASSESSMENT CRITERION RANGE 
    Contexts include member of tour group at formal and informal meals and discussions, personal advisor on one-to-one or group interactions, guide on local customs, such as protocols applicable at meetings and introductions. Personal conduct includes appearance and dress code, language usage, appropriate topics for discussion, table manners and decorum.
     

    ASSESSMENT CRITERION 2 
    Information needs of tourists visiting South Africa and own positive contributions in satisfying this are identified for specific contexts. 

    ASSESSMENT CRITERION 3 
    Counter information is provided to tourists to correct any possible misconceptions existing on South Africa. 

    ASSESSMENT CRITERION 4 
    A positive image of the country is promoted at all times in interactions with tourists during tours. 

    ASSESSMENT CRITERION 5 
    The importance of tourism to the national economy and its contribution to creating job opportunities is described for specific contexts. 

    ASSESSMENT CRITERION 6 
    Indicators and measurements of personal quality service are developed together with a personal action plan to improve the quality of service on offer. 
    ASSESSMENT CRITERION RANGE 
    Plans for continual improvement include planning for personal training and development, subject to organisational requirements and approval.
     

    SPECIFIC OUTCOME 3 
    Resolve individual and group problems according to specified procedures. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    A variety of sources of conflict between individuals within a group are identified and solutions are generated to facilitate conflict resolution. 
    ASSESSMENT CRITERION RANGE 
    Individual tour members, tour leader, tour guide, service providers and self.
     

    ASSESSMENT CRITERION 2 
    Sources of potential conflict between groups are identified and solutions are generated to facilitate conflict resolution. 
    ASSESSMENT CRITERION RANGE 
    Groups include young/old, male/female, different languages, different cultures, different nationalities.
     

    ASSESSMENT CRITERION 3 
    Potential problems from individual members are anticipated and solutions are devised that would satisfy the customer and not exceed organisational guidelines. 
    ASSESSMENT CRITERION RANGE 
    Problems with hotel reception, restaurants, luggage, telephone services, transport, dietary and hygiene problems.
     

    ASSESSMENT CRITERION 4 
    Potential problems are anticipated from tour groups and solutions are devised that would satisfy the group and not exceed organisational guidelines. 
    ASSESSMENT CRITERION RANGE 
    Group missing scheduled meals or connecting transport, dissatisfaction at group level with service providers including but not limited to accommodation and meal arrangements, tour itinerary, tour guide and leader.
     

    SPECIFIC OUTCOME 4 
    Complete tour or journey and operational information according to specification. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    All information on documentation is completed accurately, comprehensively and legibly. 
    ASSESSMENT CRITERION RANGE 
    Passenger lists and manifests, luggage returns, tour or journey deviations and unusual occurrences report, quality control checklists, customer feedback reports, galley inventory consumption, trip journals and reports.
     

    ASSESSMENT CRITERION 2 
    Information is submitted on time and in accordance with organisational policies. 

    ASSESSMENT CRITERION 3 
    Information affecting the tour or journey is communicated according to organisational requirement. 
    ASSESSMENT CRITERION RANGE 
    Unusual tourist requests, saloon amenity shortages or failures, route deviations and delays, breakdowns, vehicle defects and accidents.
     

    ASSESSMENT CRITERION 4 
    Operational information on documentation is complete, accurate, comprehensive and legible. 
    ASSESSMENT CRITERION RANGE 
    Customer quality reports, tour expenditure summaries and claims, incident reports, accident reports, inspection reports, tachograph and other monitoring devices.
     


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Assessment of learner achievements takes place at providers accredited by the relevant ETQA (RSA, 1998b) for the provision of programs that result in the outcomes specified for this unit standard.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider with the relevant ETQA.
  • The relevant ETQA according to the moderation guidelines and the agreed ETQA procedures will oversee moderation of assessment and is responsible for moderation of learner achievements of learners who meet the requirements of this unit standard. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Organisational guidelines and policies regarding tour operations systems and tourist luggage delivery systems.
  • Information on tourist attractions and destinations within geographical area of operation.
  • Social etiquette.
  • Local customs and protocols.
  • Dress codes and decorum.
  • Conflict resolution techniques.
  • General knowledge of the country. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems where responses to problems show that such critical and creative thinking has been used to make responsible decisions related to route deviations, delays, breakdowns and interpersonal relations. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively in order to maintain quality of service. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information in order to inform customers and superiors. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematic and/or language skills in the modes of oral and/or written presentation with customers and report within organisation. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation when marketing tourist coach services. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    This unit standard replaces unit standard 10958, "Provide tour coach services", Level 3, 8 credits.

    Notes to assessors:

    Assessors should keep the following principles in mind when designing and conducting assessments against this unit standard:
  • Focus the assessment activities on gathering evidence in terms of the main outcome expressed in the unit standard title to ensure assessment is integrated rather than fragmented. Remember that the person must be declared competent in terms of the overall unit standard outcome. Where assessment at unit standard title level is unmanageable, focus assessment around each specific outcome, or groups of specific outcomes.
  • Make sure evidence is gathered across the entire range, wherever it applies. Assessment activities should be as close to the real performance as possible, and where simulations or role-plays are used, there should be supporting evidence to show the learner is able to perform in the real situation.
  • Do not focus the assessment activities on each assessment criterion. Rather make sure the assessment activities focus on outcomes and are sufficient to enable evidence to be gathered around all the assessment criteria.
  • The assessment criteria provide the specifications against which assessment judgements should be made. In most cases, knowledge can be inferred from the quality of the performances, but in other cases, knowledge and understanding will have to be tested through questioning techniques. Where this is required, there will be assessment criteria to specify the standard required.
  • The task of the assessor is to gather sufficient evidence, of the prescribed type and quality, as specified in this unit standard, that the learner can achieve the outcomes again and again and again. This means assessors will have to judge how many repeat performances are required before they believe the performance is reproducible.
  • All assessments should be conducted in line with the following well documented principles of assessment: appropriateness, fairness, manageability, integration into work or learning, validity, direct, authentic, sufficient, systematic, open and consistent. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  50285   National Certificate: Professional Driving  Level 3  NQF Level 03  Reregistered  2023-06-30  TETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    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.
     
    1. Andebe Training and Skills Development 
    2. Brilliant Skills Development & Training Solutions 
    3. Driving Sense 
    4. Goldee Trading Academy 176 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.