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Elements and Performance Criteria

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

verbal and written use of the hour clock

literacy skills to read and interpret complex product information including terms and conditions of their sale

writing skills to summarise information

The following knowledge must be assessed as part of this unit

sources of tourism product information and specific product types

major categories of tourism products and services

industry terminology and common abbreviations in relation to major product categories

specific legal issues relating to the interpretation of different types of tourism products

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 access and interpret information on different categories of tourism products ideally as a component of integrated work activity and to meet the different needs of multiple customers

knowledge of product terminology and procedures

project or work activities that show the candidates ability to access and interpret product information within the context of the particular industry sector in which they are working or seeking work for those undertaking generic preemployment training assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes

accessing and interpreting product information within typical workplace time constraints

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills within a fully equipped industryrealistic office environment using appropriate publications computers printers and information programs currently used in the tourism industry to store tourism related information or demonstration within the applicable sales or operational environment for the sector eg a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors

access to sources of product information such as sales kits brochures timetables tour schedules product manuals supplier information kits electronic information sources information databases and computerised reservations systems

Methods of assessment

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

evaluation of integrated activities completed by the candidate which may include sourcing information on destinations selling products providing quotations and issuing documents

case studies to assess ability to obtain current accurate and relevant product information for particular purposes and contexts

evaluation of product research activities and information presentations

review of product options prepared by the candidate tomeet differing customer needs

written and oral questioning or interview to test knowledge of the sources of product information and various product features

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

SITTTSLA Source and provide international destination information and advice

SITTTSL003A Source and provide international destination information and advice

SITTTSLA Source and provide Australian destination information and advice

SITTTSL004A Source and provide Australian destination information and advice

SITTTSLA Sell tourism products and services

SITTTSL005A Sell tourism products and services

SITTTSLB Prepare quotations

SITTTSL006B Prepare quotations

SITTTSLB Book and coordinate supplier services

SITTTSL008B Book and coordinate supplier services

SITTTSLB Process travelrelated documentation

SITTTSL009B Process travel-related documentation.

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

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.

Products and services offered within the tourism industry are diverse and may include:	transportation transfers accommodation entertainment tours cruises entrance to attractions or sites travel insurance tour guiding services activities meals functions special items with customer's corporate branding special events venue facilities convention facilities speaker services audiovisual services meeting or event equipment special event consumable items food, beverage and catering currency and banking services.

Sources of product information may include:	principal or supplier of the product product library internet, intranet and extranet organisation-designed information systems, e.g. inventory control database state and federal government tourism authority information systems international government tourism authority information systems centralised reservations system (CRS) global distribution system (GDS).

Specific product information may be found in:	brochures e-brochures timetables tariff sheets confidential tariffs sales kits supplier information kits product manuals advertising flyers manufacturer specifications.

Particular sales or operationalneed may include:	providing destination and specific product information and advice providing specific information and advice about the credentials of the tourism operator in minimising negative environmental, social and cultural impacts selling tourism products to the customer preparing quotations booking and coordinating a supplier service for the customer receiving and processing a reservation from a customer processing financial transactions issuing customer travel documentation issuing crew documentation, e.g. operational or technical itineraries organising functions processing and monitoring meeting or event registrations purchasing promotional products hiring special equipment.

Specific details about the product may include:	costs, tariffs and rates additional taxes and levies imposed currency applied to the cost terms, conditions and rules scheduling information product codes booking procedures point of departure route taken point of conclusion or disembarkation touring inclusions and exclusions technical specifications for audiovisual and other meetings and events equipment specifications for products to be branded with corporate details.

Special jargon or specifications may include:	industry terminology common abbreviations used in the tourism industry use of the 24-hour clock technical capacity of equipment.

Risks that relate to the product may include:	product price increase fluctuations in exchange rates unclear product, tax and levy costs unclear product provision, deposit, payment and cancellation terms and conditions seasonal non-availability of the product non-operation of the product (e.g. cancelled tour departure) safety risk to customer in participating in touring activities, e.g. with adventure activities limitations in participation due to incapacity, e.g. age, disability or special licence requirements, such as driver's licence or SCUBA licence products that cause negative environmental, cultural or social impacts such: damage to environmentally or culturally sensitive areas or sites disturbance or injury to fauna physical damage to flora introduction of exotic and feral species damage to roads, tracks and fire trails pollution from vehicle emissions and unmanaged waste noise disturbance to the local community trivialisation of culture.