This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

verbal and written use of the hour clock

microphone techniques as and when applicable to the operational context eg for coach transfers

interpretation of tourism industry jargon especially terminal and transport codes such as airline and airport city codes

highlevel communication skills to communicate with customers terminal staff transport operator staff and accommodation staff on sometimes complex issues like lost baggage and incorrect allocation of accommodation

literacy skills to read and interpret customer and operational information such as travel vouchers customer and technical itineraries rooming lists and briefing instructions provided by tour operators

writing skills to accurately and legibly record arrivals and departures noshows and other comments

numeracy skills to count and check group members and the number of luggage pieces

The following knowledge must be assessed as part of this unit

all main arrival and departure points and facilities within the local area

indepth knowledge of the local transport terminal facilities and procedures for arrivals and departures for all terminals within the local area

guide identification techniques within transport terminals

baggage collection and movement procedures within various local transport terminals and accommodation venues

lost baggage procedures for the transport operators at the terminals

accommodation checkin procedures for various customer types

formats of and terminology used in standard customer travel documentation eg rail air and bus tickets accommodation vouchers and transfer vouchers and operational documentation eg operational or technical itineraries

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

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

Evidence of the following is essential

conduct of arrival and departure transfers and ability to follow correct procedures at transport terminals and accommodation venues

effective communication of information to customers

coordination of multiple arrival and departure activities using different operational details for different customer groups to ensure consistency of performance

coordination of arrival and departure activities across multiple transport terminals as applicable to the guides location to ensure that skills can be adapted to different terminal environments eg in a major city all terminals and types would be covered in a regional location the available types of terminals would be covered

Context of and specific resources for assessment

Assessment must ensure

coordination of arrival and departure activities within fully operational transport terminals and accommodation venues where security requirements permit

access to and use of transport of a style used by local industry for the conduct of transfers

involvement of transport suppliers and accommodation venues

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

use of industrycurrent customer and operational documentation to support the arrival and departure process

Methods of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to offer arrival and departure assistance The following examples are appropriate for this unit

direct observation of complete arrival and departure transfers conducted by the candidate

review of arrival and departure assistance activities undertaken as part of industry placement and training with an industry operator

review of documentation such as passenger lists and baggage checklists recorded by the candidate

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

written and oral questioning or interview to test knowledge of transport terminals baggage procedures and travel documentation

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

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SITTGDEA Coordinate and operate a tour

SITTGDE003A Coordinate and operate a tour

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

SITTGDE007A Develop and maintain the general and regional knowledge required by guides.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Transport terminals may include:

Terminal facilities to be used may include:

Information and advice to customers may include:

Accommodation may include: