Level 2 Holiday Rep Diploma

Level 2 Holiday Rep Diploma
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Kick-start a career in the travel industry with this industry recognised course and qualification. Students will learn everything they need to work on resort, and deliver an exceptional service to holidaymakers.

This course is an ideal training choice for:

  • Experienced travel reps who need to earn an industry-recognised qualification.
  • Travel reps who need to complete basic training before moving on to a higher level qualification.
  • Hoteliers, managers and other professionals working in the travel industry who want to know how to provide their customers with a better experience.
  • Any person interested in working in as a travel rep, or who need to earn a qualification to assist with a career change.

The Holiday Rep Diploma course will learn about how the travel industry works, their place in the structure of a travel company, and how the duties they will be expected to perform. Learners will also be introduced to their legal responsibilities as a travel rep, and how to ensure they remain compliant for the benefit of their clients and employers.

The Holiday Rep Diploma course consists of 18 in-depth modules which are completed using a combination of interactive courseware, quizzes and videos to help students learn about working as a holiday rep. The whole course is delivered via an online learning platform so that learners can complete the module anytime, anyplace as is most convenient for them – even when working abroad. At the end of their study, students will complete a short multiple-choice exam in order to satisfy the requirements of earning their diploma.

Key Learning Points

Although intended for absolute beginners and those with no practical experience of being a travel rep, there is plenty of in-depth content to cover. By the end of these 18 modules, students will be fully ready to begin working on a resort, or to improve the service they provide to their clients. The course modules cover a number of subject areas including:

  • Understanding the different types of holiday rep, and what each of them does.
  • Understanding the growth of the modern tourist industry, and the common business structures involved in running a travel business.
  • The impact foreign economies can have on the rep’s own career and earnings.
  • Working as part of a larger team to deliver superior customer service to holidaymakers.
  • Staying safe when working on a resort.
  • Understanding the rep and their employer’s legal responsibilities.
  • Handling customer complaints and delivering an exceptional service to resolve them.
  • How to carry out common administration tasks.
  • Creating an effective welcome meeting for holidaymakers, and understanding the information that needs to passed on to guests.
  • How to sell excursions and other activities designed to enhance the guests’ stay.
  • Preparing and conducting successful transfers between airports and hotels.
  • Cash handling and currency conversion basics.

At the end of the modules, students will have the opportunity to sit a test. By getting 70% or more of the questions correct, they will have earned their Holiday Rep Diploma.

Advantages of this course

From absolute beginners to experienced reps, the Holiday Rep Diploma helps students develop their skills, making them more effective on resort.

  • A better understanding of their role as a holiday rep, helping them deliver a better service to holidaymakers.
  • Greater confidence in managing clients and responsibilities on site.
  • Being able to work better with other members of the resort team.
  • A qualification that confirms their abilities, making it easier to secure a job.

The Holiday Rep Diploma opens the gateway to new employment opportunities, with an industry recognised certification that confirms the student’s abilities. Students will also be fully prepared to take their learning further, helping the to progress up the chain of management within the travel industry.


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This course is CPD certified. 

Your Introduction to Becoming a Holiday Rep
  • What your primary role as a holiday representative will be
  • Why professionalism must be maintained for the entire season and not just when you’re on duty
  • The only way to get yourself into a holiday rep position in a luxury resort
  • About a huge mistake that you may already be making on your CV
Defining the Career of a Holiday Rep
  • The essential traits tour operators look for in candidates
  • The certifications you are expected to have
  • The type of passport you are best to hold and why it matters
  • The personality traits you need to be successful
Exploring the Various Types of Holiday Reps
  • About the different types of holiday rep that there are
  • The importance of team work (especially for montage/de-montage assistants)
  • About the seasonal contracts you can work and crossing over between seasons
  • About the role of the administrator and why you need to liaise with different offices
Exploring the Origins and Growth of British Tourism
  • About the very first group of people to travel to Europe
  • How early tourism begun and evolved
  • Why Thomas Cook are revered in travel and tourism
  • How some traditions dating centuries back are still seen in practice today
The Components of the Travel and Tourism Industry
  • About the different sectors that complete the travel and tourism industry
  • The different types of tourist companies you could work with
  • About the components that make the industry thrive
  • About integrations when tour operators are merged, or acquired
Economical Factors that Affect Your Career
  • About the vulnerabilities of the tourism sector that affect the careers of holiday reps
  • The different types of threats to the tourism industry
  • Global events that affect the tourism sector
  • What the International Health Regulations are, and how it impacts tourists
Nailing the Teamwork Element Required to Surpass Expectations
  • The importance of high team morale, and how to gain and sustain it
  • The 10 qualities you need to be an effective team player
  • The Thomas-Kilmann Conflict Mode Instrument (TKI) – used for conflict resolution
  • Bruce Tuckman’s ‘Stages of Group Development’
The Standard Duties of Holiday Reps
  • The legislation for health and safety that holiday reps need to ensure all resorts are in compliance with
  • The checks that holiday reps are responsible for
  • Why a holiday rep will always be required to go on excursions, even when a tour guide is provided
  • When you need to organise entertainment for guests, and why it’s crucial to get right
Personal Presentation and Protection
  • The different types of uniforms for different types of holiday reps
  • The professional behavior tour operators mandate in each of their employees
  • About the occupational hazards of working outdoors in hot climates
  • How to protect yourself from the sun and heat stroke
The Legalities Holiday Reps Need to Know About
  • Why holiday reps need to assist tour operators to comply with the Trade Descriptions Act
  • The steps in place to comply with the Disability Discrimination Act
  • What the legal definition of a package holiday really is
  • What the Denied Boarding Legislation is and why it’s handy to know about it
The Holiday Reps Role in Keeping their Guests Safe
  • About the duty of care that all holiday reps must provide customers
  • The different reports that need to be completed in compliance with health and safety guidelines
  • Why fire safety is one of the most important checks a holiday rep will do
  • What you need to include on an excursion risk assessment
Effective Handling of Customer Complaints
  • Why good customer relations is paramount for effective customer services
  • Where to obtain factual information to resolve customer disputes
  • How to handle difficult customers
  • Why you need to practice good customer service before resorting to an official customer complaints form
Administration Duties
  • About all the different types of reports you need to complete
  • Why the information you provide on your reports must be factual, accurate and presented neatly
  • When you can complete a customer complaint form before a customer actually makes a complaint
  • The reason every report you complete is vital to the tour operator
Crushing it with Customer Services
  • Why you can never let the ball drop on customer services
  • How to get into the real mindset of your customer
  • About body language
  • Why every tour operator requires all their holiday reps to excel in communication
Creating the Perfect Welcome Meeting
  • What’s involved in the welcome meeting
  • Why you need to do your research as soon as you arrive at the resort you’ll be working at
  • The different elements that must be covered in a welcome meeting
  • How to prepare all the materials you will need to successfully complete the meeting
Guide to Selling Excursions
  • How to establish rapport with your guests from the very first time you meet them
  • What to include in your sales presentations
  • The most efficient way to make sales, even if you’re not a salesperson
  • Why an objection is always an opportunity
Preparing and Conducting Transfers Successfully
  • The importance of arriving at the airport early for arrival transfers
  • How to conduct a transfer for departures
  • The information you need to provide customers during your speech on both types of transfers
  • The preparation a holiday rep needs to do to ensure the transfers go smoothly
Tallying Floats and Converting Currencies
  • Why it’s crucial for you to know how to work with different currencies
  • How frequently currency exchange rates fluctuate
  • What should be done when a tour operators provides a team float
  • How to work out your earnings from sales commissions

Courses that are IVCAS approved have been fully assessed and met the minimum criteria as set down by IVCAS for online and vocational courses. By taking an IVCAS approved course you can be assured that:

  • The course has been assessed by an IVCAS lecturer or course professional to ensure it is of the highest quality.
  • The course offers significant benefit to the end user and enhances the end users career prospects
  • The course is compatible with all commonly used devices including Smartphone’s and tablets
  • The course provider has made every effort to keep the course content up-to-date and factually correct.

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Course Code
Online Course
Course Access
1 Year
Exams Included
1 gigahertz (GHz)
1 GB
Operating Systems
Windows 7
Windows 8
Windows 10
Internet Explorer 8 or above
Google Chrome
Safari 8
Mozilla Firefox
Windows, Mac, iPhone, iPad
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