Award for Resort Representatives – Level 2

Required qualifications

The entry criteria for this course is 4 GCSEs at grade 4 or above to include maths and/or English or equivalent.

What skills will I develop?

This course equips you with the practical skills and industry knowledge needed to work confidently as a resort representative in the travel and tourism sector.

You’ll learn how to:

• Deliver excellent customer service by handling queries, complaints, and emergencies professionally.
• Manage airport and transport duties, including meeting and greeting guests, coordinating transfers, and delivering welcome speeches.
• Prepare for the holiday season, including creating resort maps, promotional materials, and planning welcome meetings.
• Understand health and safety responsibilities, legal requirements, and how to complete essential documentation.
• Promote and sell excursions, using persuasive communication and sales techniques.
• Work effectively in a team, supporting colleagues and contributing to a positive guest experience

You’ll also gain insight into the different types of resort rep roles—such as children’s or entertainment reps—and the expectations and responsibilities of each.

Throughout the course, you’ll build key employability skills such as:

• Communication and interpersonal skills
• Problem-solving and decision-making
• Organisation and time management
• Professionalism and personal presentation

Assessment is practical and portfolio-based, helping you apply what you learn in real-world scenarios. By the end of the course, you’ll be ready to step into a resort role or progress to further qualifications in travel and tourism.

Careers

Here are five top careers that the NCFE Level 2 Award for Resort Representatives can lead to:

Resort Representative: Work in holiday destinations supporting guests, delivering welcome meetings, handling issues, and promoting excursions.

Children’s Club Representative: Organise and lead fun, safe activities for children in resorts, ensuring their wellbeing and enjoyment throughout the holiday.

Entertainment Representative: Plan and host daytime and evening entertainment such as games, shows, and themed events for resort guests.

Airport or Transfer Coordinator: Manage guest arrivals and departures, ensuring smooth airport transfers and providing key travel information.

Travel and Tourism Assistant: Work in travel agencies, tour operator offices, or visitor centres, offering advice, booking services, and customer support.

This course runs alongside our current suite of Travel and Tourism qualifications, including Level 2 Extended Certificate in Travel and Tourism, Level 3 Certificate in Travel and Tourism and the Level 4 in Tourism Management.

English and maths

Due to the nature of the course, you will be involved in presenting information to groups, speaking in front of others, writing clear communication plans, preparing reports, estimating and calculating costs, recording and interpreting data to name but a few. English and maths is embedded throughout the course to continue to develop your skills.

Other important information

The course is either a part time course (3 hours a week) or part of the level 3 travel and tourism full time course.