Assessor Resource

SITTGDE302
Provide arrival and departure assistance

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies to the tour operations, tour wholesaling, event management and accommodation sectors. Arrival and departure assistance may be provided at international or domestic transport terminals and could be for groups or individual travellers. This job function requires the use of discretion and judgement within predefined organisational procedures, and individuals working independently with limited supervision undertake the role. This could include tour guides, tour managers, coach captains and hire car drivers.

This unit describes the performance outcomes, skills and knowledge required to provide assistance to customers between transport terminals and accommodation. It requires the ability to check the customer’s arrival and departure information, reconfirm all operational aspects of the transportation and accommodation, and provide customers with accurate information.

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

Prerequisites

Not applicable.


Employability Skills

This unit contains employability skills.




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.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

follow correct procedures at transport terminals and accommodation venues

communicate accurate and adequate information to customers

coordinate multiple arrival and departure activities using different operational details for different customer groups

coordinate arrival and departure activities across multiple transport terminals, relevant to the work location

demonstrate knowledge of transport terminals and facilities, and the procedures to be followed for arrivals and departures.

Context of and specific resources for assessment

Assessment must ensure use of:

operational transport terminals and accommodation venues (within security restrictions)

transport used by local industry for the conduct of transfers

accommodation venues

customer and operational arrival and departure information

customer groups of a size and nature that reflect the commercial environment in which the guide operates.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of arrival and departure transfers conducted by the individual

review of documentation, such as passenger lists and baggage checklists completed by the individual

use of case studies and problemsolving to assess ability to respond effectively to problems that occur during arrivals and departures

written or oral questioning to assess knowledge of transport terminals, baggage procedures and travel documentation

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITTGDE301 Work as a guide

SITTGDE305 Develop and maintain the general and regional knowledge required by guides

SITTGDE401 Coordinate and operate tours.


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.

Required skills

communication skills to:

liaise with customers and work colleagues on typical operational issues

use microphone techniques

initiative and enterprise skills to pro-actively identify and respond to operational or service challenges

literacy skills to:

read and interpret customer and operational information

interpret tourism industry jargon, including terminal and transport codes

record accurate customer arrival and departure information

numeracy skills to:

count and check group members and the number of luggage pieces

use the 24-hour clock

planning and organising skills to follow logical checking and scheduling processes

problem-solving skills to identify, resolve or report typical operational challenges with arrival and departure transfers

teamwork skills to work co-operatively with colleagues in transport terminals and accommodation venues

technology skills to use online information services.

Required knowledge

main arrival and departure points and facilities in the local area

guide identification techniques within transport terminals

baggage procedures at transport terminals and accommodation venues

lost baggage procedures at transport terminals

accommodation checkin procedures for various customer types

formats of standard customer travel documentation and terminology used, including:

rail, air and bus tickets

accommodation and transfer vouchers

operational documentation (e.g. itineraries)

use of 24-hour clock

legal obligations of tour operators and guides when providing arrival and departure transfers, including public liability and the guide’s duty of care

work health and safety considerations at transport terminals and accommodation venues, including those related to:

baggage

safe movement of people (traffic, parking, crowd control)

security requirements.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Transport terminal may include:

air charter facilities

airports

bus and coach terminals

shipping ports or cruise ship terminals

train stations.

Terminal facilities may include:

airside access

communication systems between terminals and parking facilities

message boards

public address systems

special areas set aside for groups.

Information and advice to customers may relate to:

accommodation facilities

checkin procedures

forthcoming tour arrangements

transfer procedures

geography of hotel and immediate vicinity

local time

local weather

money exchange rates and facilities

overview of destination information

tipping

welcome and introduction.

Accommodation may include:

bed and breakfast

camping ground

caravan park

guesthouse

hotel

motel

resort.

Safety issuesmay relate to:

baggage as trip hazards

crowding in lobby areas

loading of baggage and passengers

parking of transfer vehicles

traffic considerations.

Procedures for departure may include:

duty free requirements

outgoing passenger cards

tax procedures.

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
Check customer arrival information, and take action to deal with alterations or delays. 
Confirm transport details with transport supplier. 
Use identification techniques so that customers can locate the guide at the transport terminal. 
Make safe and appropriate use of terminal facilities. 
Record arrivals, no shows and other comments on relevant documentation. 
Establish and monitor baggage arrangements prior to customer arrival. 
Ensure correct number of baggage pieces and passengers are transported using appropriate checking procedures. 
Follow established procedures for lost baggage. 
Greet customers in a manner that encourages a positive response towards the guide, the company, the region and Australia in general. 
Provide customers with correct and adequate information and advice to introduce them to the local area. 
Brief customers on accommodation check in procedures. 
Offer friendly and efficient assistance with accommodation check in or facilitate check in on behalf of customers. 
Liaise with accommodation staff during check in to minimise any communication difficulties. 
Verify departure details in advance of transfer and take action to respond to variations. 
Organise customer departure to minimise disruption and take account of safety issues. 
Check details of departing passengers and ensure all are accounted for. 
Check baggage prior to departure using procedures that ensure that no items are left behind. 
Advise customers to check belongings prior to departure. 
Advise customers on transport terminal departure procedures, including safety requirements. 
Obtain feedback on products and services from customers and relay information to relevant people. 
Offer friendly and efficient assistance with transport check in or facilitate check in on behalf of customers. 

Forms

Assessment Cover Sheet

SITTGDE302 - Provide arrival and departure assistance
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

SITTGDE302 - Provide arrival and departure assistance

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: