73307 unit 06 human resources for travel and tourism

7/27/2019 73307 Unit 06 Human Resources for Travel and Tourism

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Unit 6: Human resources for travel and

tourism (LEVEL 3)

Learning outcomes

By completing this unit candidates will develop knowledge and understanding of human resourcesprocedures and issues relevant to travel and tourism organisations. They will also develop anunderstanding of the recruitment process and the skills required in an interview situation.

Candidates will produce evidence to meet the unit assessment objectives in order to show thatthey understand:

the responsibilities of the human resources department in a travel and tourism organisation

how travel and tourism organisations manage their human resources

the recruitment process.

Candidates will also demonstrate their practical skills in interview techniques.

Assessment objectives Knowledge, understanding and skil ls

1 Describe theresponsibilities of thehuman resourcesdepartment in a traveland tourism

organisation

Human resources department responsibilities:

human resources planning

recruitment and selection

training and development, eg induction, mentoring and coaching

internal and external training dismissal, redundancy, promotion, demotion, transfer

support and advice, eg staff and line managers

policies and procedures, eg grievance, disciplinary, equalopportunities, maternity, paternity, sickness

contracts, terms and conditions, holidays and hours of work

adherence to legislation, eg race, religion, gender, genderidentity, sexual orientation, disability or age (equality anddiversity)

staff welfare

ethical issues

2 Explain how travel andtourism organisations

Organisational structures:

flat tall


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Unit 6 Human resources for travel and tourism

Assessment objectives Knowledge, understanding and skil ls

2 Cont.

Explain how travel andtourism organisationsmanage their humanresources

line management

Teamwork:

team roles targets

importance of effective communication

3 Chart the recruitmentprocess

The need for staff:

staff turnover

organisational growth

internal change

Examples of recruitment:

internal

external

use of agency

headhunting

advertising

Stages of the recruitment process:

job analysis (production of job description and personspecification)

attracting candidates (timing, different methods and theirbenefits)

short listing (from CVs and application forms)

selection interview (planning, the panel, good techniques)

testing (psychometric and aptitude)

appointing (contracts, terms and conditions)

evaluation of process

equal opportunities issues

induction

Costs:

of poor recruitment

poor performance

impacts on team

advertising, staff time

4 Demonstrateinterviewer andinterviewee

Interviewer:

planning

questioning techniques


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Assessment

This unit is centre assessed and externally moderated.

In order to achieve this unit candidates must produce a portfolio of evidence showing that theyhave met all of the assessment objectives.

Portfolios of work must be produced independently. They will need to be made available, togetherwith witness statements and any other supporting documentation, to the OCR Visiting Moderatorwhen required.

Centres must confirm to OCR that the evidence produced by candidates is authentic. An OCRCentre Authentication Form is provided in the Centre Handbook and includes a declaration for

assessors to sign. It is a requirement of the QCA Common Criteria for all Qualifications that proofof authentication is received.

Guidance on assessment and evidence requirements

This unit aims to develop candidates knowledge and understanding of the role of the humanresources department and its importance within the organisation. The unit also aims to develop

the skills required to perform effectively in an interview situation.

This unit has links with Unit 4: Customer service and selling skills in travel and tourism, Unit 8:Planning and managing a travel and tourism event, Unit 9: Living and working overseas, Unit 11:Career planning for travel and tourism, Unit 12: Developing skills through work experience in traveland tourism, Unit 13: Working as an overseas resort representative, and Unit 27: Working asairline cabin crew.

Links with a selection of travel and tourism organisations are encouraged for the delivery of this

unit. Centres may wish to establish these. Alternatively, candidates may be able to researchorganisations, either individually or in small groups, share information and make comparisons.Information may also be provided through a case study, visits, talks, work experience oralternative. Ideally, organisations from different sectors of the industry and different types oforganisation (eg sole trader, plc) will be used to highlight different procedures and practices.

It is envisaged that such links with organisations will highlight the fact that the role of the humanresources department varies from organisation to organisation (Assessment Objective1) and that

management techniques (Assessment Objective 2) and recruitment practices (AssessmentObjective 3) vary enormously. Classroom discussion of the different practices should beencouraged. However, it is recommended that underpinning knowledge of all areas is providedprior to organisational visits. This will enable candidates to make comparisons and comment ongood practice. There is a wide selection of printed and video material available on all aspects ofhuman resource management.


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When preparing for Assessment Objective 4, candidates should be encouraged to producecurriculum vitae and complete job application forms to a professional standard. They could collectand evaluate job descriptions and person specifications. The paperwork used to shortlistcandidates should be made available to candidates. Candidates should develop an awareness of

their own body language. Self-reflection on skills gained and those requiring further developmentshould be encouraged. It is anticipated that the practical activities used to develop candidatesinterview techniques both as an interviewer and interviewee will help their preparation for their owninterview situations, on completion of the course. Candidates can work in pairs or small groups forthe assessment of Assessment Objective 4, with each candidate taking a turn as the intervieweeand interviewer or interview panel member. Tutors are encouraged to video these interviews andcandidates should be encouraged to self-evaluate. This could be cross-referenced with Unit 11:Career planning for travel and tourism.

Candidates may provide portfolio evidence for all of the assessment objectives in this unit using arange of presentation techniques. This may include assessor testimony/witness statementslogbooks, diaries, the use of video, audio and presentation software, posters/charts, written work.Where video and/or audio evidence is provided this must be supported by assessortestimony/witness statements. Where candidates demonstrate competence, centres should recordskills demonstrated on appropriate recording documentation.

Signposting to Key Skills

9 The unit contains opportunities for developing the Key Skill, and possibly for generatingportfolio evidence, if teaching and learning is focused on that aim.

Key Skillreference

Key Skillreference

Key Skillreference

C3.1 9 N3.1 ICT3.1 9

C3.2a 9 N3.2a ICT3.2 9

C3.2b 9 N3.2b ICT3.3 9

C3.3 9 N3.2c

N3.2d

N3.3

Mapping to National Occupational Standards

Occupational Standards Unitnumber

Title

Travel Services (Leisure and 3.23 Create, develop and maintain effective working


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Resources

This section provides suggestions of suitable resources. The list is neither prescriptive nor

exhaustive, and candidates should be encouraged to gather information from a variety of sources.Some suggested resources are intended for Tutor use. The resources in this section were currentat the time of production.

Books

Boella, M (2000) Human Resource Management in the Hospitality Industry7th Ed.

Nelson Thornes

Carfield, R. (2002) Preparing your own CVKogan Page

Dale, G. (2006) GCE A2 Level Travel and TourismHeinemann Educational Publishers

McAlphine, M. (2004) So you want to work in travel and tourism?

Hodder and Stoughton

McBride, P. (2002) CVs and ApplicationsLifetime Careers

McBride, P. (2002) Excel at InterviewsLifetime Careers

Outhart, T. et al (2000) Travel and Tourism for Advanced GNVQ

HarperCollins

CDRoms/DVDs/Television Programmes/Videos

Management stylesII (2003). TV Choice

Motivation decisions (2003). TV Choice

The team working experiment (1999). TV Choice

Various DVDs on interviewing from Video Arts

Journals/magazines/newspapers

Attractions Management


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Equal Opportunities Commission. URL:http://www.eoc.org.uk/

Soon online magazine. URL:http://www.soon.org/Advice on writing a CV.

Successful Managers. URL:http://www.successfulmanagers.com/Information about organisational structures.


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8 OCR Level 3 Nationals in Travel and Tourism

AssessmentObjective

Pass Merit Distinction

AO4

Demonstrate interviewer andinterviewee techniques

Candidates demonstrate basic

interviewer and intervieweetechniques. As an interviewercandidates carry out little planningand show limited awareness ofinterview structure and questioningtechniques. As an intervieweecandidates are hesitant at times butoverall their responses are

acceptable.

Candidates demonstrate competent

interviewer and intervieweetechniques. As an interviewercandidates carry out adequateplanning. Interviews are wellstructured and candidates showsome awareness of differentquestioning techniques. As aninterviewee candidates responses are

appropriate.

Candidates demonstrate fully

competent interviewer andinterviewee techniques. As aninterviewer candidates carry outthorough planning. Interviews arewell structured and positive andcandidates use a variety ofappropriate questioning techniquesAs an interviewee candidates

responses are effective, efficient andconfident.

73307 unit 06 human resources for travel and tourism

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