Developing Common ASEAN Tourism Curriculum (CATC) Presentation on Final Draft CATC & RQFSRS

1. ASEAN – Australia Development Cooperation Program Regional Partnership Scheme Developing Common ASEAN Tourism Curriculum (CATC) Presentation on Final Draft CATC & RQFSRS ASEAN Task Force on Tourism Manpower Development Presented by Wayne Crosbie William Angliss Institute on 7 April 2007 RPS Project The views expressed in this report are those of the authors, and not necessarily those of the ASEAN Secretariat and/or the Australian Government.

2. Who we are - William Angliss Institute • Is the Specialist centre for the Tourism, Hospitality and Food Industry in Victoria, Australia • Is a global provider of total education and training solutions for the Tourism and Hospitality Industry • Has 13,000 Clients/Students and 300 Professional Staff • Implemented projects in Indonesia, Vietnam, China, Thailand, Cambodia, Laos, Malaysia, Vanuatu, New Caledonia, French Polynesia, Singapore, Philippines and Saudi Arabia • Working with Private Sector Corporations, Governments as well as Multi Lateral Funding Bodies including: Asian Development Bank, World Bank and AusAID, etc

3. Capability at a Glance

4. Project Objectives Based on the agreed labour divisions, • Develop Common ASEAN Tourism Curriculum (CATC); and • Develop a Regional Qualifications Framework & Skills Recognition System (RQFSRS) The agreed labour divisions are: • Hotels • Front Office • Housekeeping • Food Production • Food & Beverage Service • Travel • Travel Agencies • Tour Operations

5. Project Outputs • Output 1: Endorsed Common ASEAN Tourism Curriculum (CATC) • Output 2: Endorsed Regional Qualifications Framework & Skills Recognition System (RQFSRS) • Output 3: Report with Recommendations on the implementation of Outputs 1 & 2

6. Original Vs Revised Project Phases & Estimated Timelines • Discovery phase – from May to June 2006 • Design phase – from June to Aug 2006 • Development phase – from Aug to Sep 2006 • Validation and Revision phase – from Jul to Oct 2006 • Endorsement (Acceptance phase) – from Nov to Dec 2006 • Marketing and Promotion phase – from Dec to Feb 2007 • Human Resource Development phase – from Feb to Apr 2007 • Final Report – Jun 2007 Target Project Completion date: June 2007 • Discovery phase – from May to June 2006 • Design phase – from June to Aug 2006 • Development phase (1st Draft) – from Aug to Sep 2006 • Validation and Revision phase (2nd Draft & Final Draft) – from Jul to Jan 2007 • Endorsement (Acceptance phase) –from Feb to Apr 2007 • Marketing and Promotion phase – from Apr to Jun 2007 • Human Resource Development phase – from Apr to Jun 2007 • Final Report – Jul 2007 Target Project Completion date: Jul 2007

7. Competency Standards • The range of knowledge and skills that employees need within the tourism industry • Set out the level of performance required • The means for measuring that performance

8. Competency Based Training • Focuses on the outcome of training • Outcomes are measured against specific industry standards and not against other students • Standards are directly related to industry

9. AssessedasCompetent • Trainee is able to: • Perform at an acceptable level of skill • Organise the required tasks • Respond and react appropriately when things go wrong • Fulfil a role in the scheme of things at work • Transfer skills and knowledge to new situations

10. RoleofTheTrainer • Conduct assessments • Conduct training to achieve appropriate levels of competence • Training and assessment to be aligned with the Tourism industry

11. ASEAN Common Competency Standards for Tourism Professionals • (3) Competency List for 6 Labour Divisions wereadopted by the ASEAN Countries • Competency List for Hotel Services – Restaurant Services • Competency List for Hotel Services – Front Office and Housekeeping • Competency List for Travel and Tour Services • Each Competency List has Common Core units of competence and different Clusters of units of functionalcompetence for different job functions

12. Competency List for Hotel Services – Front Office & Housekeeping • Cluster 1 - Common Core Competencies • Cluster 2 – Hotel Front Office • Cluster 3 –Housekeeping • Cluster 4 – Security Services • Cluster 5 – Customer Service, Sales & Marketing • Cluster 6 – General Administration • Cluster 7 – Financial Administration • Cluster 8 – Human Resources Development • Cluster 9 – Resource Management • Cluster 10 – English Language Proficiency (Speaking & Listening, Reading & Writing)

13. Competency List for Hotel Services – Restaurant Services • Cluster 1 - Common Core Competencies • Cluster 2 – Commercial Cookery • Cluster 3 – Commercial Catering • Cluster 4 – Patisserie • Cluster 5 – Food & Beverage Service • Cluster 6 – Customer Service, Sales & Marketing • Cluster 7 – General Administration • Cluster 8 – Financial Administration • Cluster 9 – Human Resource Development • Cluster 10 – Management and Leadership (HRM) • Cluster 11 – English Language Proficiency (Speaking & Listening, Reading & Writing)

14. Competency List for Hotel Services – Travel & Tour Services • Cluster 1 - Common Core Competencies • Cluster 2 - Travel Agency – Ticketing • Cluster 3 –Tour Guide Services • Cluster 4 – Tour Operations • Cluster 5 – Customer Service, Sales & Marketing • Cluster 6 – General Administration • Cluster 7 – Financial Administration • Cluster 8 – Human Resources Development • Cluster 9 – Resource Management • Cluster 10 – English Language Proficiency

15. CATC & RQFSRS – Design Principles The three design principles are: • Industry based • Structured • Flexible

16. CATC & RQFSRS – Design Principles • Industry based • Based on the agreed Competencies adopted by all Countries. • Using the agreed Units of Competence of the Common ASEAN Tourism Competencies project to develop the CATC & RQFSRS, making qualifications relevant and useful to both students and industry. • Packaging competencies into curriculum for different labour divisions and linking with a qualifications framework.

17. Advanced DiplomaDiploma Certificate II Certificate IVCertificate III CATC & RQFSRS – Design Principles (cont) • Structured but flexible • With clearly defined levels of qualifications:6 levels (1st Draft) or 5 levels (2nd Draft & Final Draft) across 6 labour divisions • Curriculum and Qualifications are mapped with job functions and levels. Managers & Senior Managers Other higher Education Qualifications Supervisors Advanced DiplomaDiploma Line Staff Certificate IVCertificate III Certificate IVCertificate III Certificate II Certificate II Certificate II

18. CATC & RQFSRS – Design Principles (cont) 5 levels of Qualifications & Level Indicators

19. Advanced Diploma Diploma Cert II Cert III Cert IV CATC & RQFSRS – Design Principles (cont) Qualifications Framework Increased competencies Time (approx) 3 mths 6mths 1 yr 1.5 yr 2 yr Competencies increased by adding more functional competencies and core and generic competencies Focus on competencies, not program duration

20. Advanced Diploma C & G Competencies (13 + 6 + 2 + 1 units) + F Competencies (10 + 4 + 4 +6 +5 units) 5 Diploma C & G Competencies (13 + 6 + 2 +1 units) + F Competencies (10 + 4 + 4 +6 units) 4 Certificate IV C & G Competencies (13 + 6 + 2 units) + F Competencies (10 + 4 + 4 units) 3 Certificate III C & G Competencies (13 + 6 units) + F Competencies (10 + 4 units) 2 Certificate II (Incorporating Certificate I) C & G Competencies (13 units) + F Competencies (10 units) 1 Level Example of Food & Beverage Qualifications CATC & RQFSRS – Design Principles (cont) • Common core is made up of core and generic competencies as the foundation of each labour division at the entry level, progress with more competencies when moving through higher qualifications • Example of the Food & Beverage qualifications • No of units ADDED as progressing through levels of qualifications • C & G = Core & Generic Competencies • F competencies =‘functional’ competencies

21. CATC & RQFSRS – Design Principles (cont) • Logical flow between qualifications • Flexibility to select the functional units to suit the workplace/industry needs and/or personal career aspirations • Move easily between streams most relevant to employer and industry needs

22. Feedback instrument used at National Workshops on 2nd Draft A total of 9 questions were asked: • Q1. Your preference: 1st draft or 2nd draft or no preference • Q2. Number of levels of qualifications proposed • Q3. Allocation of core and generic competencies at each qualifications level • Q4. Clusters of functional competencies offered • Q5. Number of functional competencies required at each qualification • Q6 & Q7. Names/titles given to the proposed qualifications • Q8. Any other feedback • Q9. Inclusion of Childwise tourism (a show of hands for acceptance)

23. Overview of Feedback Received at National Country Workshops (cont) • Statistics of feedback (cont) • 84.6% agreed with the number of Functional Competencies allocated to each qualification level • Agreement about names/titles for the qualifications was obtained from 69.2% of the respondents • 92.5% of respondents agreed that all qualifications should have a standard name across all countries • Exactly 80% of respondents had additional feedback to make to the second draft proposal.

24. Overview of Feedback Received (cont) • Statistics of feedback (cont) • 96 % of respondents either preferred the 2nd Draft proposal or had no preference for 1st Draft one or 2nd Draft • The number of levels of qualifications in each Labour Division was agreed to by 82.7% of respondents • 79.2% of respondents agreed with the allocation of Core and Generic competencies at each qualification level • The clustering of Functional Competencies at each qualification level was agreed to by 82.7% of respondents

25. Aggregated Countries’ Feedback & Changes Made Q1: Preference for 1st Draft or 2nd Draft? Feedback: • Majority prefers the 2nd Draft to the 1st Draft across the six (6) labour divisions.

26. Aggregated Countries’ Feedback & Changes Made (cont) Q2. Number of Qualifications levels? Feedback: • Preference for reduced levels of qualifications 5 levels of qualifications, instead of 6. Changes made relating to Q2: • Certificate I too basic – Incorporated Certificate I into Certificate II as the entry level qualification.

27. Advanced Diploma C & G Competencies (13 + 6 + 2 + 1 units) + F Competencies (10 + 4 + 4 +6 +5 units) Final Draft Food & Beverage Service Qualifications at a Glance 5 Diploma C & G Competencies (13 + 6 + 2 +1 units) + F Competencies (10 + 4 + 4 +6 units) 4 Certificate IV C & G Competencies (13 + 6 + 2 units) + F Competencies (10 + 4 + 4 units) 3 Certificate III C & G Competencies (13 + 6 units) + F Competencies (10 + 4 units) 2 Certificate II C & G Competencies (13 units) + F Competencies (10 units) 1 Advanced Diploma of Food & Beverage Service (Management) Diploma of Food & Beverage Service (Supervision & Administration) Certificate IV in Food & Beverage Service (Waiting) Certificate IV in Food & Beverage Service (Supervision) Certificate IV in Food & Beverage Service (Beverages) Certificate III in Food & Beverage Service (Waiting) Certificate III in Food & Beverage Service (Beverages) Certificate II in Food & Beverage Service (Waiting) Certificate II in Food & Beverage Service (Beverages)

28. Advanced Diploma C & G Competencies (15 + 3 + 5 + 1 units) + F Competencies (8 + 4 + 4 + 7 +5 units) Final Draft Food Production Qualifications at a Glance 5 4 3 2 1 Advanced Diploma of Food Production (Management) Diploma C & G Competencies (15 + 3 + 5 + 1 units) + F Competencies (8 + 4 + 4 +7 units) Diploma of Food Production (Supervision & Administration) Certificate IV C & G Competencies (15 + 3 + 5 units) + F Competencies (8 + 4 + 4units) Certificate IV in Food Production (Cookery) Certificate IV in Food Production (Operations) Certificate IV in Food Production (Patisserie) Certificate III in Food Production (Cookery) Certificate III in Food Production (Operations) Certificate III in Food Production (Patisserie) Certificate III C & G Competencies (15 + 3 units) + F Competencies (8 + 4 units) Certificate II C & G Competencies (15 units) Cookery(14 units) Patisserie + F Competencies (8 units) Certificate II in Food Production (Cookery) Certificate II in Food Production (Patisserie)

29. Final Draft Housekeeping Qualifications at a Glance Advanced Diploma C & G Competencies (12 + 1 + 3 + 1 units) + F Competencies (10 + 4 + 6 +4 + 4 units) 5 4 3 2 1 Advanced Diploma of Housekeeping (Management) Diploma C & G Competencies (12 + 1 + 3 + 1 units) + F Competencies (10 + 4 + 6 +4 units) Diploma of Housekeeping (Supervision & Administration) Certificate IV C & G Competencies (12 + 1 + 3 units) + F Competencies (10 + 4 + 6 units) Certificate IV in Housekeeping (Guest Services Supervision) Certificate III C & G Competencies (12 + 1 units) + F Competencies (10 + 4 units) Certificate III in Housekeeping (Guest Services) Certificate II C & G Competencies (12 units) + F Competencies ( 10 units) Certificate II in Housekeeping (Guest Services)

30. Final Draft Front Office Qualifications at a Glance Advanced Diploma C & G Competencies (12 + 1 + 3 + 1 units) + F Competencies (10 + 4 + 6 +4 +4 units) 5 4 3 2 1 Advanced Diploma of Front Office (Management) Diploma C & G Competencies (12 + 1 + 3 + 1 units) + F Competencies (10 + 4 + 6 +4 units) Diploma of Front Office (Supervision & Administration) Certificate IV C & G Competencies (12 + 1 + 3 units) + F Competencies (10 + 4 + 6 units) Certificate IV in Front Office (Guest Services Supervision) Certificate III C & G Competencies (12 + 1 units) + F Competencies (10 + 4 units) Certificate III in Front Office (Guest Services) Certificate II C & G Competencies (12 units) + F Competencies (10 units) Certificate II in Front Office (Guest Services)

31. Advanced Diploma C & G Competencies (11 + 1 +1 + 3 units) + F Competencies (10 + 4 + 6 +4 + 4 units) Final Draft Tour Operation Qualifications at a Glance 5 4 3 2 1 Advanced Diploma of Tour Operation (Management) (16 units) C + (28 units) F Diploma C & G Competencies (11 + 1 + 1 + 3 units) + F Competencies (10 + 4 + 6 +4 units) Diploma of Tour Operation (Supervision & Administration) (16 units) C + (24 units) F Diploma of Tour Operation (Operations) (16 units) C + (24 units) F Certificate IV C & G Competencies + F Competencies Cert IV in Tour Operation (Guiding) (18units) C + (18 units) F Cert IV in Tour (Eco Tours) (18 units) C + (18 Units) F Cert IV in Tour Operation (S & F) (18 units) C + (18 units) F Cert IV in Tour Operation (R & T) (15 units) C + (18 units) F Certificate III C & G Competencies + F Competencies Certificate III in Tour Operation (Guiding) (12 + 5 units) C (8 + 6 units) F Certificate III in Tour Operation (Sales& Finance) (12 + 1 or 11 + 2 units ) C (8 + 6 units) F Certificate III in Tour Operation (R & T) (12 + 2or 11 + 3 units) C (8 + 6 units) F Certificate II C & G Competencies + F Competencies Certificate II in Tour Operation (Guiding) (12 units) C (8 units) F Certificate II in Tour Operation (Reservations & Ticketing) (11 units) C (8 units) F

32. Advanced Diploma C & G Competencies (11 + 1 + 4 units) + F Competencies (10 + 4 +6 +4 + 4 units) Final Draft Travel Agencies Qualifications at a Glance 5 4 3 2 1 Advanced Diploma of Travel Agencies (Management) Diploma C & G Competencies (11 + 1 + 4 units) + F Competencies (10 + 4 + 6 +4 units) Diploma of Travel Agencies (Supervision & Administration) Certificate IV C & G Competencies (11 + 1 + 1 units) + F Competencies (10 + 4 + 6 units) Certificate IV in Travel Agencies (Reservations & Ticketing) Certificate IV in Travel Agencies (Sales & Services) Certificate IV in Travel Agencies (Operations) Certificate III C & G Competencies (11 + 1 units) + F Competencies (10 + 4 units) Certificate III in Travel Agencies (Reservations & Ticketing) Certificate III in Travel Agencies (Sales & Services) Certificate III in Travel Agencies (Operations) Certificate II C & G Competencies (11 units) + F Competencies (10 units) Certificate II in Travel Agencies (Reservations & Ticketing) Certificate III in Travel Agencies (Sales & Services) Certificate III in Travel Agencies (Operations)

33. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q2: (cont) • Reduced streams from 2 different qualifications at Certificate IV level in Housekeeping and Front Office to 1. • Combined (Guest Service) & Certificate IV in Housekeeping (Supervision) together as Certificate IV in Housekeeping (Guest Services Supervision) • Combined (Guest Services) & Certificate IV in Front Office (Supervision) together as Certificate IV in Front Office (Guest Services Superivision)

34. Aggregated Countries’ Feedback & Changes Made (cont) Q3. Allocation of number of core and generic units of competence? Feedback: • Majority agreed with the number of core and generic units of competence. • A few preferences for more units of competence as the foundation of specific qualifications. • Perceived First Aid as an essential skill – elevated “Perform basic First Aid Procedures” as a unit of core and generic competence.

35. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q3: • Unanimous support for the inclusion of the two units of competence of the Childwise Program. • Added two units of competence of Childwise: • One at entry Certificate level: “Perform child protection duties relevant to the tourism industry”. • One at Diploma level: “Develop protective environments for children in tourism destinations”.

36. Aggregated Countries’ Feedback & Changes Made (cont) Q4. Clusters of functional competence at each qualification level? Feedback: • Majority agreed with the clustering. • A few disagreed with a preference for more units of competence.

37. Aggregated Countries’ Feedback & Changes Made (cont) Q5. Number of functional competencies at each qualification level? Feedback: • Majority agreed with the allocation of the number of units of competence. • Those who disagreed preferred “specific content” – deal with by contextualisation. Changes made relating to Q5: • incorporated more functional units of competence at each level of qualifications; resulted in an overall increase of number of units.

38. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q5: (cont) • more functional units of competence included: • Increase in Functional Competencies in Food and Beverage Service: • CII from 6 to 10 • CIII from 9 to 14 • CIV from 14 to 18 • Diploma from 20 to 24 • Advanced Diploma from 27 to 29 • Increase in Functional Competencies in Food Production: • CII from 6 to 8 • CIII from 9 to 12 • CIV from 14 to 16 • Diploma from 20 to 23 • Advanced Diploma from 27 to 28

39. Aggregated Countries’ Feedback & Changes Made (cont) Changes made Relating to Q5: (cont) • More functional units of competence included: • Increase in Functional Competencies in Front Office: • CII from 6 to 10 • CIII from 9 to 14 • CIV from 15 to 20 • Diploma from 20 to 24 • Advanced Diploma from 27 to 28 • Increase in Functional Competencies in Housekeeping: • CII from 6 to 10 • CIII from 9 to 14 • CIV from 15 to 20 • Diploma from 20 to 24 • Advanced Diploma from 27 to 28

40. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q5: (cont) • More functional units of competence included: • Increase in Functional Competencies in Travel Agencies: • CII from 6 to 10 • CIII from 9 to 14 • CIV from 14 to 20 • Diploma from 20 to 24 • Advanced Diploma from 27 to 28 • Increase in Functional Competencies in Tour Operation: • CII from 6 to 8 • CIII from 9 to 14 • CIV from 14 to 18 • Diploma from 20 to 24 • Advanced Diploma from 27 to 28 • Training providers free to add “extra content” or “units” as the CATC & RQFSRS set the minimum requirements

41. Aggregated Countries’ Feedback & Changes Made (cont) Q6. Names/Titles of the qualification level Feedback: • Majority agreed with the names/titles of qualifications. • Those who disagreed preferred qualifications to be aligned with job titles. Eg “Certificate II in Front Office (Telephonist). Changes made relating to Q6: • No change: limiting and inconsistent if job titles attached to qualifications.

42. Aggregated Countries’ Feedback & Changes Made (cont) Q7. Preference for same or different names/titles of the qualification levels across ASEAN Feedback: • Majority agreed with using the same names/titles of qualifications. • Very few preferred to use different ones.

43. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q8: • Incorporated countries’ feedback where possible • Other specific suggestions and changes made: • New unit ‘Develop new products and services’ to Food Production and Food and Beverage Service Labour Divisions. • New unit ‘Develop and implement operational policies’ added to all Labour Divisions to the ‘General Administration’ cluster. • The unit ‘Read and interpret basic directions and/or diagrams’ has been re-named to ‘Read and interpret basic instructions, directions and/or diagrams’. • The unit ‘Manage intoxicated persons’ has been added to the ‘Food and Beverage Service’ Cluster as an additional Functional Competency: it previously existed only in the Front Office and Housekeeping Division.

44. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q8: (cont) • Standardised in terms of unit titles where variations of titles existed in the adopted ASEAN Competency Standards for Tourism Professionals • ‘Monitor staff performance’ and ‘Monitor staff performance standards’ have been given the one title of ‘Monitor staff performance’. • ‘Manage physical assets’ and ‘Monitor physical assets and infrastructure’ have been given the one title of ‘Monitor physical assets and infrastructure’. • ‘Manage stock purchases and inventories’ and ‘Manage stock purchases and inventory’ have been given the one title of ‘Manage stock purchases and inventory’.

45. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q8: (cont) • Other standardisation of unit titles included: • ‘hygiene procedures’ and ‘Comply with workplace hygiene procedures’ have been given the one title of ‘Comply with workplace hygiene procedures’. • ‘Perform clerical procedures’ and ‘Perform basic clerical procedures’ have been given the one title of ‘Perform clerical procedures’. • ‘Compile and update tourism industry knowledge’ and ‘Develop and update tourism industry knowledge’ have been given the one title of ‘Develop and update tourism industry knowledge’.

46. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q8: (cont) • Other standardisation of unit titles included: • ‘Use English effectively at a supervisory level’ and ‘Use English at a supervisory or senior operational level’ have been given the one title of ‘Use English at a supervisory level’. • Read/ write English at a basic operational level’ and ‘Read and write English at a basic operational level’ have been given the one title of ‘Read and write English at a basic operational level’.

47. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q8: (cont) • Anticipated more standardisation of unitsduring the development of details of the competency standards to avoid unnecessary duplication. • Several units have been removed from a Cluster where they were listed twice (under different Clusters) within the one Labour Division: • ‘Develop and manage business strategies’ was listed in Travel Services under both the ‘General Administration’ and ‘Resource Management’ Cluster: it has been removed from the General Administration Cluster.

48. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q8: (cont) • Other units removed included: • ‘Develop and implement operational plans’ was listed in Travel Services under both the ‘Tour Operations’ and ‘Resource Management’ Cluster: it has been removed from the Tour OperationsCluster. • ‘Establish and maintain a safe and secure workplace’ was listed in Travel Services under both the ‘Tour Guide Services’ and ‘Resource Management’ Cluster: it has been removed from the Tour Guide Services Cluster. • ‘Process financial transactions’ was listed in Travel Services under both the ‘Financial Administration’ and ‘Core’ Cluster: it has been removed from the Financial Administration Cluster.

49. Aggregated Countries’ Feedback & Changes Made (cont) Changes made relating to Q8: (cont) • Other units removed included: • ‘Develop and update local knowledge’ was listed in Hotel Services (Restaurant Services) under both the ‘Common Core’ and ‘Customer Service, Sales and Marketing’ Cluster: it has been removed from the Customer Service, Sales and Marketing Cluster. • ‘Read and write English at a basic operational level’ was listed in Travel Services under both the ‘Travel Agencies - Ticketing’ and ‘English Language Proficiency’ Cluster: it has been removed from the Travel Agencies - Ticketing Cluster.

50. Recommendations • Development of “Bridging Programs” to facilitate movement of students currently studying, or having recently completed, existing qualifications into the revised framework. • Development of the details of all ASEAN Competency Standards for Tourism Professionals. This should include: • Unit Descriptor • Elements and Performance Criteria • Range Statement – describing contextual variables that might apply • Evidence Guide