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 THAT HAS PASSED THE END DATE: 

Provide tour coach services 
SAQA US ID UNIT STANDARD TITLE
10958  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  8 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2003-12-03  2006-06-29  SAQA 1351/03 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2007-06-29   2010-06-29  

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 is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
123255  Provide tour coach services  Level 3  NQF Level 03  8   

PURPOSE OF THE UNIT STANDARD 
The Learner will be capable of:

Conveying tourists by road in safety and comfort while maintaining the high levels of service specified on local and international tours by luxury coach. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
What the Learner should know and be able to do, before starting this unit:
  • ABET IV English Literacy
  • ABET II Numeracy
  • Successful completion of the units:
    'Operate a Rigid Vehicle';
    'Obtain and Communicate Transport Operational Information';
    'Foster and Maintain Customer Relations';
    'Provide Long Distance Coach/Bus Services'. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Welcome and inform tourists. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    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 are 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 
    2. Tourist needs and requirements are observed and attended to and individual or group requests are accommodated within organisational guidelines. 

    ASSESSMENT CRITERION 3 
    3. Learner is able to describe 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. 

    SPECIFIC OUTCOME 2 
    Co-host tour groups. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Reflect on personal conduct and responsibility as host or co-host to tourists in 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.
     

    SPECIFIC OUTCOME 3 
    Solve conflict between individuals and groups. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Reflect on a variety of sources of conflict between individuals within a group and generate solutions to be facilitated. 
    ASSESSMENT CRITERION RANGE 
    Individual tour members, tour leader, tour guide, service providers and self.
     

    ASSESSMENT CRITERION 2 
    2. Reflect on sources of potential conflict between groups and generate solutions to be facilitated. 
    ASSESSMENT CRITERION RANGE 
    Groups include young/old, male/female, different languages, different cultures, different nationalities.
     

    SPECIFIC OUTCOME 4 
    Solve problems experienced by individual members or tour groups. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Reflect on potential problems to be anticipated from individual members and relate solutions 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 2 
    2. Reflect on potential problems to be anticipated from the tour group and relate solutions 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 5 
    Act as ambassador for the country. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Reflect on information needs of tourists visiting South Africa and identify own positive contributions in satisfying this. 

    ASSESSMENT CRITERION 2 
    2. Reflect on counter information to be provided to tourists in correcting possible misconceptions existing on South Africa. 

    ASSESSMENT CRITERION 3 
    3. Promote a positive image of the country at all times in interactions with tourists during the tour. 

    SPECIFIC OUTCOME 6 
    Complete tour or journey and operational information. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. All information on documentation is complete, accurate, comprehensive and legible. 
    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 
    2. Information is submitted on time and in accordance with organisational policies. 

    ASSESSMENT CRITERION 3 
    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 
    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.
     

    SPECIFIC OUTCOME 7 
    Reflect on the national importance of providing quality service to tourists. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Learner will be able to describe the importance of tourism to the national economy and its contribution to creating job opportunities. Indicators and measurements of personal quality service will be developed by the learner together with a personal action plan to improve the quality of service on offer. This plan for continual improvement will include planning for personal training and development and will be completed subject to organisational requirements and approval. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Accreditation and moderation process and criteria to be established by the relevant education and Training Quality Assurer. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    1. Organisational guidelines and policies on:
  • Tour operations systems.
  • Tourist luggage delivery systems.

    2. Information on tourist attractions and destinations within geographical area of operation.

    3. Social etiquette.

    4. Local customs and protocols.

    5. Dress codes and decorum.

    6. Conflict resolution techniques.

    7. General knowledge of the country. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solve problems related to route deviations, delays, breakdowns and interpersonal relations. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage self in maintaining quality of service. 

    UNIT STANDARD CCFO COLLECTING 
    Evaluate information in informing customers and superiors. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate with customers and report within organisation. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems in marketing of tourist coach services. 

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 123255, "Provide tour coach services", Level 3, 8 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  13716   National Certificate: Professional Driving  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2006-06-29  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. Africa Training Centre 
    2. Algoa Bus Company 
    3. Bidvest Panalpina Logistics (BPL) 
    4. Buscor 
    5. Golden Arrow Bus Services_pty Ltd 
    6. He and She Driver Training Centre 
    7. Inkqubela Consultants 
    8. Learncorp 
    9. Learning Exchange Pty (Ltd) 
    10. Makwedeng Training 
    11. Maliwa Investment (Pty)Ltd 
    12. NOSA LOGISTICS PTY LTD 
    13. Phephani Learnerships cc 
    14. PPLE Group Pty Ltd 
    15. Primeserv Corporate Solutions (Pty) Ltd 
    16. PUTCO Limited 
    17. PUTCO Pty Ltd 
    18. SA Maritime School and Transport College 
    19. SPINA Consultancy cc Cape Town 
    20. THABO Training and Services 
    21. TIESPRO (Pty) Ltd 


    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.