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Elements and Performance Criteria

Source and apply general information on the structure and operation of the tourism industry.
Source and apply information on legal and ethical issues that impact on the tourism industry.
- Obtain information on legal issues to assist effective work performance.
- Conduct day-to-day tourism orgsnisation activities according to legal obligations and ethical industry practices.
Source and apply information on tourism industry technology.
Update personal and organisational knowledge of the tourism industry.

Required Skills

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

research skills to identify interpret and sort relevant information

communication skills including active listening and questioning to obtain information and to provide a verbal summary of information

literacy skills to read and comprehend the content of plain English information documents about legal issues industry accreditation schemes and codes of conduct

writing skills to note take summarise and record information in basic documents such as information sheets portfolios and files

The following knowledge must be assessed as part of this unit

sources of general information on the tourism industry

structure of the tourism industry the functions key characteristics and business interrelationships of the different sectors of the tourism industry including the distribution roles of the following sectors

attractions and theme parks

inbound and outbound tour wholesalers

retail travel agents

the general nature of allied and crossover industries including hospitality meetings incentives conferences and events

the existence and primary functions of the major crossindustry and sectorspecific industry associations especially those with which the business has a relationship

the existence and primary functions of trade unions in the industry

the existence and primary functions of local regional state and national tourism information service and marketing organisations

the existence and primary functions of tourism research bodies

the existence and key characteristics of occupational licensing codes of conduct or ethics and industry accreditation schemes in the tourism industry the impacts of compliance and noncompliance and the roles and responsibilities of individual staff members in these quality assurance processes

the existence and basic aspects of state territory and local council laws that impact on tourism operations and actions that must be adhered to by tourism businesses in particular laws that cover

equal employment opportunity EEO

antidiscrimination

occupational health and safety and workers compensation

workplace relations

child sex tourism

the delivery of tourism products in Queensland under the Queensland Tourism Services Act

legal liability and duty of care of customers

environmental protection This would include requirements that must be met by tourism operators when delivering services

local community protection This would include land ownership management and access requirements that must be met by tourism operators when delivering services

consumer protection This would include refund requirements that must be met by tourism businesses terms and conditions of quotations and cancellation fees

responsible service of alcohol

current and emerging technology used in the tourism industry including ebusiness

Evidence Required

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

ability to source initial and updated tourim industry information and apply this to daytoday activities to maximise effective performance in specific tourism sector contexts

general knowledge of the tourism industry including main roles functions and interrelationships of different sectors with a more detailed knowledge of issues that relate to a specific sector or workplace

general knowledge of the key environmental community legal and ethical issues for the tourism industry

Context of and specific resources for assessment

Assessment must ensure

access to a fully equipped office environment using appropriate computers printers communication technology information programs and publications to facilitate the processes involved in sourcing industry information

access to information sources in order to conduct research and collect sufficient information

access to industry association membership information codes of conduct and accreditation information

access to plain English documents that describe key tourism and general workplace legislation

Methods of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to develop and update tourism industry knowledge The following examples are appropriate for this unit

projects to research differing aspects of the tourism industry and delivery of the sourced information in a brief written or oral presentation

holistic tourism planning project activities that allow the candidate to demonstrate the application of knowledge to specific tourism industry contexts and situations

case studies and problemsolving exercises to assess application of knowledge to different situations and contexts

written and oral questioning or interview to test knowledge of different sectors of the tourism industry and their interrelationships the key content of legislation and industry codes of conduct

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

SITXADMA Source and present information

SITXADM002A Source and present information

SITXCOMA Communicate on the telephone

SITXCOM004A Communicate on the telephone.

Guidance information for assessment

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

Range Statement


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 in the performance criteria is detailed below.

Sources of information on and opportunities to update knowledge may include:	formal and informal research media reference books legislation or plain English publications describing the law and responsibilities to comply libraries unions industry associations and organisations industry journals computer data, including internet personal observations and experience informal discussions and networking with colleagues industry seminars training courses familiarisation tours of tourism destinations and facilities participation or membership in professional industry associations participation in industry accreditation schemes use of industry codes of conduct or ethics.

The tourism industry involves a range of sectors and businesses including:	accommodation attractions transport retail travel tour wholesaling inbound tour operators outbound wholesalers tour operations meetings, incentives, conventions and events tour guiding information services and promotion: visitor information centres, regional, state and national tourism offices. coordination industry associations, councils, taskforces, research bodies.

Information of relevance to the the tourism industry must include:	different tourism markets and their relevance to industry sectors relationships between tourism and other industries, including: events hospitality entertainment arts sports agriculture conservation science and research retail different sectors and businesses within the industry, their interrelationships and the services available in each sector major tourism industry bodies and associations economic and social significance of the tourism industry, which may relate to: employment effect on local amenities and facilities population change due to tourism development community role in tourism role of and impacts on local communities environmental issues for tourism, including: protection of natural and cultural integrity minimal impact operations environmental sustainability waste management energy-efficient operations land ownership land access and usage industrial relations specific features of the local and regional industry career opportunities within the industry roles and responsibilities of individual staff members in a successful tourism business, including ethical practices and quality assurance.

Enhancing the quality of work performance may involve:	making contacts with networks for obtaining key information to develop, deliver and improve improve tourism operations suggesting new and improved ways of doing things performing work duties within legal, ethical and social guidelines to ensure smooth tourism operations improving skills, knowledge and productivity to improve tourism operations by accessing and attending industry professional development courses or activities.

Legal issues may include:	consumer protection EEO anti-discrimination workplace relations public liability and duty of care licensing land ownership, management and access environmental management risk management OHS child sex tourism Queensland Tourism Services Act (2003).

Ethical industry practices may realate to:	maintaining the rights and lifestyle conditions of local community residents agreed compliance with codes of conduct, practice or ethics truth and honesty regarding all information given to customers product recommendations declaration of commissions, fees and other charges subcontracting and provision of services as promoted pricing procedures for payment of commissions bookings at venues overbooking confidentiality of customer information tipping familiarisations gifts and services free of charge preferred product arrangements.

Technologies that impact on the tourism organisation process may relate to:	current and emerging industry technology, including e-business internal and industry wide reservation, operations and financial and tracking systems project management systems computer-aided design (CAD) systems.

Issues of concern to the industry may relate to:	maintaining organisational and industry profitability by productuctivity and pricing flexibility industry initiatives government initiatives emerging markets environmental and social issues labour issues industry expansion or retraction.