Required skills

communication skills to

interact and negotiate with customers industry colleagues and suppliers about touring logistics and sometimes complex issues such as itinerary changes

literacy skills to

read and interpret customer and operational information

interpret tourism industry jargon especially product codes

complete operational and reporting documents

numeracy skills to

calculate tour component times

translate from the hour to hour clock for customer use

translate from the 24hour to 12hour clock for customer use

planning and organising skills to

coordinate multiple and diverse tour components

manage the impacts of variations and delays

problemsolving skills to respond to potentially complex logistical and interpersonal challenges that arise during tour operations

teamwork skills to work cooperatively with colleagues from other organisations

technology skills to use industrycurrent communication systems

Required knowledge

product knowledge appropriate to the specific touring itinerary and its component products and services

main features of culturally or environmentally sensitive areas to be visited and minimal impact practices to protect and sustain these

tourism industry supplier networks and interrelationships that impact on the conduct of a multiproduct and multisite touring itinerary

tourism industry supplier networks and interrelationships that impact on the conduct of a multiproduct and multisite touring itinerary

industry reconfirmation and booking procedures for tour components

planning procedures relating to the delivery logistics of a multifaceted touring itinerary and the management processes to be undertaken before during and on completion of a tour

typical tour management problems and strategies to address these including

itinerary variations

accident or injury

legal and liability issues affecting guides including

domestic and relevant overseas consumer law regarding provision of services as advertised

duty of care

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

plan for and operate multiple tours that comprise multiple products services and sites

follow procedures for reconfirmation of touring components and mechanisms for solving situations and problems on tour

conduct tours in a safe and sustainable manner

demonstrate knowledge of tourism industry supplier networks and interrelationships that impact on the conduct of a multiproduct multisite touring itinerary

demonstrate knowledge of tourism industry, supplier networks and interrelationships that impact on the conduct of a multiproduct, multisite touring itinerary.

Context of and specific resources for assessment

Assessment must ensure use of

touring environments that reflect the nature of tours commercially available in the relevant city or region

real or simulated touring activities

equipment and resources required for the delivery of tours such as transport and venue access

a group of customers for whom the individual can act as guide

customer and operational documentation to support the delivery of a multifaceted touring itinerary

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 organisational and tour management skills by participating in a tour conducted by the individual

review of tour preparation notes or tour reports prepared by the individual

use of case studies and problemsolving activities to assess ability to apply contingency and risk management skills to a range of different touring situations and problems

written or oral questioning to assess knowledge of industry networks tour management procedures and legal issues affecting tour management

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

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

SITTGDE Lead tour groups

SITTGDE Prepare and present tour commentaries or activities

SITTGDE Manage extended touring programs

It is critical that training and assessment is contextualised to meet the requirements of local tourism industry operations In a prevocational context assessment should cover a broad scope of locations and destinations within the city or region in which the guide is training to work so that guides are able to coordinate tours in the range of locations expected by industry operators

Tour may be a:

Briefing information or documentation from the tourism operator may include:

Issues may include:

Tour practicalities and proceduresto be communicated may include:

Additional information and assistance that may be provided to customers may include:

Industry colleagues may include:

Reconfirmations and bookings may be for any touring product or service component and may include:

Unavoidable changesmay include:

Unexpected eventsmay include: