TOUR502 – Enhancing Visitor Experience
Module code
TOUR502
Module title
Enhancing Visitor Experience
Prescription
To enable students to develop and apply effective verbal and written communication strategies and customer service skills within a tourism workplace to proactively support and enhance the visitor experience. Students will complete work experience analysing communication strategies and customer service practices in the tourism context.
Programmes
- BI1605
NZQA Level
Level 5
NZQA Credits
15
Delivery method
- Web-Supported
Learning hours
- Directed hours
- 64
- Self directed hours
- 86
- Total learning hours
- 150
Resources required
- Learning Outcomes
- 1: Use effective communication and customer service skills to engage with diverse
audiences in a tourism workplace.
2: Demonstrate an understanding of and apply interpersonal communication principles to the
tourism context.
3: Apply effective communication strategies and customer service practices to improve
organisational performance.
4: Monitor and support workplace practices required of a tourism workplace including self
management, effective time and task management and compliance with relevant Acts and
legislation. - Content
- - Effective communication principles and strategies including: communication process,
organisational communication, interpersonal communication, communication skills and
communication evaluation
- Team work including: the formation of teams, stages of team development
- Key skills to succeed in a team environment such as: negotiating skills, causes of conflict,
strategies for dealing with conflict
- Key principles of managing customer service including: internal and external customer
service, customer expectations, customer delight, retention, loyalty
- Customer service quality management strategies and controls such as: developing staff,
supporting staff, empowerment, organisation systems
- Work experience
- Compliance with relevant Acts and legislation including but not limited to: Privacy, consumer
law, human rights
- Professional practice attributes: effective communication, interpersonal skills, problem
solving, self-management, effective time- and task-management, personal presentation,
responsibility, reliability. - Teaching and Learning Strategy
- Teaching will involve blended delivery methods incorporating the Moodle online delivery platform. Other delivery methods may involve theoretical and practical classes, face to face, lectures, tutorials, workshops, group activities, guest tutors, field trips, role-play, and video conferencing, as appropriate.
- Assessment Criteria
- Assessment in this module is mixed-mode. The portfolio is achievement-based and comprised of multiple components, all compulsory; candidates must attempt all components and achieve a minimum C grade pass overall to pass the module. Candidates must also meet all the requirements of the competency-based assessment to be eligible for a final grade which will be based on the overall grade from the portfolio.
- Learning and Teaching Resource
- Required Text:
An extended reading list will be supplied by the tutor at commencement of the module. This will be updated annually.
