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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

communication and interpersonal skills to interact in a friendly and courteous way with customers

basic research skills to source information on a predictable range of customer requests

literacy skills to understand interpret and orally communicate local information and promotional material

The following knowledge must be assessed as part of this unit

sources of information for organisation and local area knowledge

general knowledge of organisation local attractions and events transport options and general visitor facilities including shopping currency exchanges post offices banks and emergency services the focus of this knowledge will vary according to organisational needs

understanding of the need to provide advice in an unbiased and ethical manner

available sources of advice and referral for more complex requests

safety and emergency procedures for visitors colleagues and self

sources of customers in the relevant industry context

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 accurate and current information on the local area

general knowledge of the local area sufficient to answer commonly asked customer questions relevant to job role

demonstration of skills on multiple occasions or in response to multiple requests reflecting breadth of knowledge and ability to respond to different situations

Context of and specific resources for assessment

Assessment must ensure

interaction with others in the provision of information to demonstrate appropriate interpersonal skills

use of current local area information

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

project to research visitor information for the organisation or local area

direct observation of the candidate using local knowledge to answer customer questions

oral or written questions to assess knowledge of local information and information sources

roleplay to provide information for variety of different customers

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

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 visitor information may include:	brochures timetables local visitor guides library and local council local people including local identities with specialised knowledge winemakers and other wine experts organisation information room directories maps internet.

Visitor information must include:	organisation-specific information local transport options local attractions and events general visitor facilities, including shopping locations, currency exchanges, post offices, banks and emergency services specific shopping details, including local markets accommodation options restaurants, cafes and other dining venues other facilities and services such as hairdressers, dentists and travel agencies theatres and entertainment venues sporting facilities tours, local outings and trips travelling routes weather conditions.

Opportunities to update and maintain local knowledge may include:	talking and listening to colleagues and customers participating in local familiarisation tours visiting the local information centre personal observation or exploration watching television, videos and films listening to radio reading local newspapers, staff noticeboards, leaflets, brochures and internal newsletters attending team meetings.

Culturally appropriate manner may involve:	using gestures using simple words in English or other person's language providing written material avoiding eye contact providing information in different formats to suit the individual.

Internal products and services may include:	restaurant products accommodation products made by the organisation (e.g. wine, food) tours general retail products (e.g. souvenirs).