SCHOOL OF TOURISM AND HOSPITALITY

The School of Tourism and Hospitality offers 9 programs: 4 Diplomas, 2 Certificates and 3 TNQAB National Certificates. The program statements give an indication of the contents of each program.

Program Statements

1. Diploma in Tourism and Hospitality – Level 5

Program Statement: Every candidate’s programme of Study for the Level 5 diploma shall comprise seven units – and include 6 compulsory units and one elective Tourism Management unit.

2. Diploma in Business – Level 5

Program Statement: Every candidate’s programme of study for the level 5 diploma shall comprise seven units, including four compulsory units.

3. Diploma in Hospitality Operations Level 5

Program Statement: Aims to provide a thorough understanding and application of the characteristics of the hospitality industry and introduces the student to the many sectors which form part of it. This includes the hotel sector, food and beverage operations, accommodation management, managed services, gaming and other attractions. The course introduces the concepts of sustainability and how these may be applied to each sector of the industry.

4. Diploma in Information Technology – Level 5

Program Statement: Every candidate’s programme od study for the level 5 diploma shall comprise eight compulsory units [six at level 5 and two units in level 6 Comp 617 and comp 602]

5. National Certificate in Front Office- Level 4

Program Statement: Designs for front office executives, front office officers, receptionists, front office managers, and other relevant staff who work at an organization’s front office to enhance customer satisfaction and experience. The holder of this qualification will be able to supervise services at the front line and confidently demonstrate knowledge in yield management, workplace health and safety requirements as well as, maintenance of interactions between front line staff and customers.

6. National Certificate in Customer Service – Level 3

Program Statement: Designs for guest relations officers, customer service representatives, receptionists, customer service managers, and other relevant staff who work in the customer service environment to enhance customer satisfaction and experience. Customer service, one of the key areas with significant skills gap identified in a recent case study 1 in Tonga. The success or failure of our tourism and hospitality businesses and destinations depends on service. The realization of “a more progressive Tonga supporting a higher quality of life for all” 2, also begins with enhanced customer satisfaction through effective customer service in all Tongan businesses, offices, departments and ministries.

7. National Certificate (Tour Guiding) – Level 3

Program Statement: Designs for both land and marine tour guides, and for people who are interested in becoming tour guides, to help prepare and deliver guided tours and interpretation of the unique Tongan culture and the physical environment to enhance the overall visitor experience and contribute to business sustainability. Tourism is a rapidly developing industry in Tonga 123, with a growing number of tourists visiting the friendly isles annually. Further, Tonga’s tourism industry also relies heavily on visitors being highly satisfied from their experiences whereby tour guides play a key role with providing information and direction.

8. Certificate in Tourism (Tour Guiding) – Level 2

Program Statement: Develops the role of individuals who have a defined and limited range of tourism operational skills and basic industry knowledge. They are involved in mainly routine and repetitive tasks and work under direct supervision.Designs for the people of Tonga who are interested to work in many tourism and travel industry sectors and for a diverse range of employers including travel agencies, tour wholesalers, tour operators, accommodation and resorts, attractions and heritage sites, and in many tourism industry sectors. Work could be undertaken in an office environment where the planning of tourism and travel products and services takes place, in the field where products are delivered and providing customer service or at a commercial environment where tour guiding activities is taking place or a combination of these.

9. Certificate in Tourism – Level 1

Program Statement: Develops the role of individuals who participated in a range of routine and predictable tourism work activities. They work under close supervision and are given clear directions to complete tasks. Designs for the people of Tonga who are interested in a range of job roles in the tourism industry in organisation with a Tongan focus. These includes travel and aviation industry, tour operators, accommodation and resorts, operators of a site, cultural event or heritage centre. Individuals may have a specific role in a business or an office environment as a Tongan to share aspects of Tongan culture and local events with visitors in a formal or informal way, and or serve as frontlines in a commercialise environment where customer interaction is taking place or a combination of these.