Assessor Resource

SITXCCS201
Provide visitor information

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies to a range of tourism, travel, hospitality, event, entertainment and cultural sectors.

It applies to frontline service personnel who routinely respond to visitor requests for general local area information. They may be working independently or with guidance from others in restaurants, hotels, wineries, attractions, entertainment venues, tour operations, visitor information centres and at tour desks.

This unit describes the performance outcomes, skills and knowledge required to access general information on facilities, products and services available in the local area and to provide this to visitors.

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:

respond to multiple and diverse customer requests and provide local area information to meet their needs

source accurate and current information on the local area

integrate knowledge of the local area when providing general information.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or event industry environment where visitor information is sourced and provided to customers

current information on the local area, facilities and general products available

customers with whom the individual can interact.

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, using role plays, to assess the individual’s ability to use local knowledge to answer a variety of customer questions

projects and activities to source and obtain current, accurate and relevant local information

written or oral questioning to assess knowledge of sources of information on the local area, facilities and general products available

review of portfolios of evidence and third-party workplace reports of on-the-job 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:

SITHACS201 Provide porter services

SITHACS303 Provide accommodation reception services

SITXCCS202 Interact with customers

SITXCCS302 Provide club reception services

SITXCOM201 Show social and cultural sensitivity.


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:

interact in a friendly and courteous way with customers

promote local products and services

learning skills to continuously update local area knowledge

literacy skills to:

read and comprehend product and local area information

research, sort and use relevant information

write simple notes on products and local services

problem-solving skills to identify knowledge deficiencies and seek information to satisfy visitor enquiries

teamwork skills to share local area information with colleagues and provide internal feedback.

Required knowledge

sources of information on the local area, facilities and general products available

sources of information on organisational products and services

major local attractions and events, transport options and general visitor facilities.

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.

Sourcesmay include:

brochures

library

local council

local people, including local identities with specialised knowledge

local visitor guide booklets

maps

online reservations systems

organisation information

organisation-designed information systems, e.g. inventory control database

principal supplier of the product

product library

room directories

social media websites

state or territory government tourism authority information systems

supplier of the product

the Internet

timetables.

Visitor information may include:

accommodation options:

backpacker lodges

holiday parks and resorts

hotels

motels

attractions:

animal parks

art galleries

museums

national parks

walks

wineries

zoos

cruises

dining options:

cafes

food halls

food markets

restaurants

vehicle rental

entertainment venues:

cinemas

theatres

performing arts centres

events

local facilities:

airline offices

banks

dentists

doctors

currency exchanges

hairdressers

hospitals

emergency services

post offices

travel agencies

local shopping facilities:

centres

malls

markets

souvenir shops

local transport options:

buses

ferries

taxis

trains

organisation-specific information

road conditions

sporting facilities

tours, local outings and trips

travelling routes

weather conditions.

Opportunities may include:

attending team meetings

informal discussions with colleagues

listening to radio

ongoing contact with principal or supplier of the product or service

participating in local familiarisation tours

reading:

brochures

and internal newsletters

leaflets

local newspapers

staff noticeboards

talking and listening to colleagues and customers

using personal observation or exploration

visiting the local information centre

watching television, videos and films.

Internal products and services may include:

accommodation

activities

general retail products and souvenirs

products made by the organisation:

craft items

food

wine

restaurant products

tours.

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
Identify and access sources of visitor information. 
Obtain general information on different local facilities, products and services to meet different customer needs. 
Share information with colleagues to support the efficiency and quality of service. 
Identify and use opportunities to update and maintain local area knowledge. 
Identify the specific information and assistance needs of the customer. 
Provide an appropriate scope and depth of information to meet customer needs. 
Promote internal products and services. 
Proactively seek visitor feedback to ensure all required information has been provided. 
Follow procedures for any formal customer evaluation. 
Provide internal feedback on visitor information services. 

Forms

Assessment Cover Sheet

SITXCCS201 - Provide visitor information
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

SITXCCS201 - Provide visitor information

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: