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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Source information on cruise operations and trends.
  2. Develop knowledge of cruise destinations.
  3. Develop knowledge of cruise itineraries.
  4. Research aspects of on board ship life.
  5. Provide information and advice on cruise options.
  6. Update knowledge of cruise destinations and products.

Required Skills

Required skills

communication skills including active listening and questioning to

obtain information on cruise operations destinations and products

identify and qualify the information needs of customers

provide current and accurate advice to meet the destination and product preference needs of customers

initiative and enterprise skills to proactively seek cruise operation product and destination information to assist with daytoday sales functions

learning skills to continuously update knowledge of cruise operations products and destinations

literacy skills to

read and interpret information on cruise destinations unfamiliar and detailed product information and complex information about health safety and regulatory requirements for cruise destinations and operations

research interpret and sort relevant information

technology skills to

use a computer and keyboard

use online information systems to search for information

use social media to source current information and communicate with customers

Required knowledge

sources of information on historical progression of cruise holidays and ship design

current and emerging product development and market trends for domestic and international cruises

basic aspects of cruise industry governance issues that affect customer participation to include

passenger safety and security

responsible conduct of gambling

responsible service of alcohol

objectives primary contents and enforcement of the Passenger Bill of Rights

sources of information on cruise products and destinations to include

cruise line operators including the use of business development managers

local sales agents

distribution and marketing networks

government tourism authorities

social media

sources of information on current health and safety issues for cruise destinations to include

travel warning advice issued for Australian travellers by the federal government

health advisory notices and vaccination information issued by local and international bodies

sources of information on regulatory issues for cruise destinations to include

passport and visa requirements

customs and quarantine

for each of the following geographical cruise regions

the Americas

Europe

Australia New Zealand South Pacific and Antarctica

Asia and the Indian Ocean

major cruise operators and their product style and target market

major turnaround ports

main ports of call cruise itinerary

major shore excursions for the main ports of call

common stereotypical and historical images of cruise holidays and common objections to purchasing including

expensive

seasickness

confining

boring

only for the elderly and rich

unique features of cruising as a type of holiday

concept of a cruise ship as a destination and an on board experience

key characteristics of

ocean cruises

river cruises

adventure expedition and niche cruises

features and benefits of major types of on board facilities and services to include

accommodation locations and categories

food and beverage venues

retail outlets

fitness health beauty and spa services

entertainment activities

kids clubs and family activities

key maritime terminology jargon and common abbreviations for cruise products including

accommodation types

on board facilities and services

operational features of the itinerary

operational features of the ship

ship specifications

profile of different types of cruise passengers and their cruise product preferences to include

singles

couples

families

groups

special interest

retirees

Evidence Required

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

source information on historical and current product trends and regulatory issues

obtain current relevant and accurate information on cruise products and destinations for each of these regions

the Americas

Europe

Australia New Zealand South Pacific and Antarctica

Asia and the Indian Ocean

access information from a range of sources to include

cruise line operators

local sales agents

distribution and marketing networks

government tourism authorities

provide tailored domestic and international cruise product and destination information and advice to meet the requests of these different types of customers

singles

couples

families

groups

special interest

retirees

integrate knowledge of

main cruise operators itineraries ports of call and shore excursion options for the Americas Europe Australia New Zealand South Pacific and Antarctica Asia and the Indian Ocean

features and benefits of major types of on board facilities and services

regulatory issues for customer participation

provide information and advice within deadlines determined by the customer

Context of and specific resources for assessment

Assessment must ensure use of

a real or simulated tourism business operation which provides advice on and sells cruise products

a real or simulated tourism industry environment where cruise information is provided to customers this can be one of the following

a retail shopfront or mobile sales situation for the retail travel sector

a reservations area or call centre for the tour wholesaling sector

an office environment as defined in the Assessment Guidelines

computers printers and information programs currently used by the tourism industry to store cruise product and destination information

current cruise operation product and destination information found within sales kits brochures product manuals destination marketing organisation information kits electronic information sources and information databases

customers with whom the individual can interact and to whom they can provide cruise destination advice

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

projects and activities that allow assessment of the individuals ability to

source information on historical and current product trends and regulatory issues

obtain current accurate and relevant cruise product and destination information

research cruise products and destinations to meet differing customer needs

direct observation using role plays of the individual providing advice to customers

written or oral questioning to assess knowledge of

information sources for cruise product and destination information

main cruise operators itineraries ports of call and shore excursion options for the Americas Europe Australia New Zealand South Pacific and Antarctica Asia and the Indian Ocean

features and benefits of major types of on board facilities and services

regulatory issues for customer participation

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

SITTTSL Operate an online information system

SITTTSL Sell tourism products and services

SITTTSL Prepare quotations

SITTTSL Process reservations

SITTTSL Book supplier services

SITTTSL Use a computerised reservation or operations system


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, 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.

Features and benefits of modern ships may include:

features:

adult only areas and spas

alternative dining restaurants

atriums

bars and lounges

carrousel

kids clubs

learning studios

outdoor movie screens

recreational activities

rock climbing wall

waterslides

waver rider

zip liner

benefits:

choice of facilities, entertainment and activities addresses diverse interests and needs e.g. families

provide options to:

engage in activities to suit a variety of interests

try new things

variety and choice of facilities, entertainment and activities.

Governance issues may include:

passenger safety including children's safety

environmental impact practices

fuel laws

health and sanitisation policies

medical facilities

operational safety practices:

bridge access

life boats

life jackets

muster stations

securing heavy objects

Passenger Bill of Rights

responsible conduct of gambling

responsible service of alcohol

security

waste management.

Information sources may include:

cruise line operators

government tourism authorities

Internet, intranet and extranet

local sales agents

organisation designed information systems

destination and product libraries

social media websites.

Health, safety and regulatory issues may include:

current health risks, including diseases, epidemics, and animal or insect infestation

customs and quarantine

natural disasters such as fire, flood, tsunami

political uprisings and civil commotion

tax free retail sales

terrorism threats or current acts

vaccinations

war.

Features and benefits of key ports of call may include:

areas of environmental, social or cultural significance or sensitivity

banking and currency information

facilities for customers with special needs

local customs

local economy

local facilities

major cities, towns and tourist areas and precincts

major gateways for and transport networks within the region and destination

major tourist attractions:

man-made

natural

special features of the host community

special regional features.

Formal and informal research may involve:

accessing and reading promotional information, including travel guide books, and product brochures and updates

accessing the Internet and intranet

attending professional development activities including:

conferences

familiarisations

product launches

promotional seminars

trade shows

workshops

contact with other organisations:

cruise line operators including the use of business development managers

local sales agents

government tourism offices

formal study

informal discussions with colleagues and customers

liaising with trade and general media

listening to radio

personal on-site observation or exploration

reading trade and general newspapers, books and other references

watching television, videos and films.