Assessor Resource

AVII0001
Advise on major services and attractions at aviation destinations

Assessment tool

Version 1.0
Issue Date: April 2024


This unit involves the skills and knowledge required to advise on major services and attractions at aviation destinations.

It includes researching information about airline destinations, and responding to requests for information about airline destinations.

This unit addresses aviation technical skill requirements (physical, mental and task-management abilities) related to customer service duties of ground operations personnel, and contributes to safe and effective performance in complex aviation operational environments.

Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.

Work is performed independently or under limited supervision as a single operator or within a team environment.

No licensing, legislative, regulatory or certification requirements are applicable to this unit at time of publication.

Use for Defence Aviation is to be in accordance with relevant Defence Orders, Instructions, Publications and Regulations.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Research information about airline destinations

1.1

Appropriate sources of information about airline destinations for relevant routes are identified

1.2

Reference material is accessed from identified sources and organised in a form suitable for use when responding to passenger requests on aspects of airline destinations in accordance with customer expectations

1.3

Appropriate persons are consulted for advice and assistance in researching information about airline destinations

2

Respond to requests for information about airline destinations

2.1

Requests for information about airline destinations are courteously received and interpreted

2.2

Accurate, current and relevant information about airline destinations is provided at a level and depth appropriate to passenger needs

2.3

Where a response cannot be immediately provided to passenger requests, assistance and advice is sought from appropriate airline personnel or passenger is courteously referred to appropriate sources where they may be able to obtain the required information

2.4

Information is presented in a manner that shows sensitivity to both host and visiting cultures

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

adapting to differences in equipment and operating environment in accordance with standard operating procedures

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

identifying and correctly using relevant equipment

implementing contingency plans

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

interpreting and following operational instructions and prioritising work

modifying activities depending on workplace contingencies, situations and environments

monitoring and anticipating operational problems and hazards and taking appropriate action

monitoring work activities in terms of planned schedule

operating electronic communications equipment to required protocol

reading, interpreting and following relevant regulations, instructions, procedures, information and signs

reporting and/or rectifying problems, faults or malfunctions promptly, in accordance with workplace procedures

responding appropriately to cultural differences in the workplace

selecting and using required personal protective equipment conforming to industry and WHS/OHS standards

working collaboratively with others when advising on major services and attractions at aviation destinations

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

airline procedures and standards for responding to requests from passengers for information about aspects of airline destinations

information passengers may request about airline destinations:

accommodation options

culture

currency and exchange rates

customs and immigration requirements

economy

education

food

general lifestyle and customs

geographic features

government and politics

history

major tourist areas

natural history

public holidays

shopping

sports

tipping

transport

principles of customer service

problems that may occur when responding to passenger requests for information on aspects of airline destinations and appropriate action that should be taken in each case

relevant information about aspects of airline destinations on specific routes

relevant WHS/OHS, hygiene and environmental procedures and regulations

sources of information about airline destinations on specific routes, and ways and means of accessing information from those sources.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions.

Resources for assessment must include access to:

a range of relevant exercises, case studies and/or simulations

acceptable means of simulation assessment

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Research information about airline destinations

1.1

Appropriate sources of information about airline destinations for relevant routes are identified

1.2

Reference material is accessed from identified sources and organised in a form suitable for use when responding to passenger requests on aspects of airline destinations in accordance with customer expectations

1.3

Appropriate persons are consulted for advice and assistance in researching information about airline destinations

2

Respond to requests for information about airline destinations

2.1

Requests for information about airline destinations are courteously received and interpreted

2.2

Accurate, current and relevant information about airline destinations is provided at a level and depth appropriate to passenger needs

2.3

Where a response cannot be immediately provided to passenger requests, assistance and advice is sought from appropriate airline personnel or passenger is courteously referred to appropriate sources where they may be able to obtain the required information

2.4

Information is presented in a manner that shows sensitivity to both host and visiting cultures

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Sources of information about airline destinations will include one or more of the following:

airline product information

appropriate websites

authoritative encyclopaedias and other relevant references

authoritative travel books and journals dealing with specific countries and locations

government tourism offices at destination points

information provided by diplomatic embassies and consulates

tourism brochures

tourist information bureaus and agents at destination points

travel agents

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

adapting to differences in equipment and operating environment in accordance with standard operating procedures

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

identifying and correctly using relevant equipment

implementing contingency plans

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

interpreting and following operational instructions and prioritising work

modifying activities depending on workplace contingencies, situations and environments

monitoring and anticipating operational problems and hazards and taking appropriate action

monitoring work activities in terms of planned schedule

operating electronic communications equipment to required protocol

reading, interpreting and following relevant regulations, instructions, procedures, information and signs

reporting and/or rectifying problems, faults or malfunctions promptly, in accordance with workplace procedures

responding appropriately to cultural differences in the workplace

selecting and using required personal protective equipment conforming to industry and WHS/OHS standards

working collaboratively with others when advising on major services and attractions at aviation destinations

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

airline procedures and standards for responding to requests from passengers for information about aspects of airline destinations

information passengers may request about airline destinations:

accommodation options

culture

currency and exchange rates

customs and immigration requirements

economy

education

food

general lifestyle and customs

geographic features

government and politics

history

major tourist areas

natural history

public holidays

shopping

sports

tipping

transport

principles of customer service

problems that may occur when responding to passenger requests for information on aspects of airline destinations and appropriate action that should be taken in each case

relevant information about aspects of airline destinations on specific routes

relevant WHS/OHS, hygiene and environmental procedures and regulations

sources of information about airline destinations on specific routes, and ways and means of accessing information from those sources.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions.

Resources for assessment must include access to:

a range of relevant exercises, case studies and/or simulations

acceptable means of simulation assessment

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Appropriate sources of information about airline destinations for relevant routes are identified 
Reference material is accessed from identified sources and organised in a form suitable for use when responding to passenger requests on aspects of airline destinations in accordance with customer expectations 
Appropriate persons are consulted for advice and assistance in researching information about airline destinations 
Requests for information about airline destinations are courteously received and interpreted 
Accurate, current and relevant information about airline destinations is provided at a level and depth appropriate to passenger needs 
Where a response cannot be immediately provided to passenger requests, assistance and advice is sought from appropriate airline personnel or passenger is courteously referred to appropriate sources where they may be able to obtain the required information 
Information is presented in a manner that shows sensitivity to both host and visiting cultures 

Forms

Assessment Cover Sheet

AVII0001 - Advise on major services and attractions at aviation destinations
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AVII0001 - Advise on major services and attractions at aviation destinations

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: