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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. Access and update visitor information.
   • Identify and access sources of visitor information.
   • Obtain general information on local facilities, products and services to meet different visitor needs.
   • Share information with colleagues to support the efficiency and quality of service.
   • Identify and use opportunities to update and maintain local areaknowledge.
2. Provide information to visitors.
   • Identify specific information and assistance needs of visitors, including those with special needs.
   • Provide appropriate scope and depth of information to meet visitor needs.
   • Identify and use opportunities to promote internal products and services.
3. Seek feedback on information provision.
   • Proactively seek visitor feedback to ensure required information has been provided.
   • Follow procedures for any formal visitor evaluation.
   • Provide information on visitor feedback to relevant colleagues.

Range Statement

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment.
Opportunities to update and maintain local area knowledge must include at least four of the following:	informal discussions with colleagues and visitors internal newsletters and external promotional material local information centre participating in local familiarisation tours local media: newspaper, radio and television personal observation or exploration principal or supplier of the product or service staff noticeboards team meetings.

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Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

provide current, accurate and relevant information about local area features to three different visitors on three different occasions

provide above information and assistance in a culturally appropriate manner and according to organisational service standards

extend personal knowledge of relevant facilities, products and services

seek formal and informal feedback from visitors on above services.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information on the available local area facilities, products and services:

brochures

library

local council

local people and local identities with specialised knowledge

local visitor guide booklets and maps

online reservation systems

organisation information

organisation-designed information systems

principal supplier of a product

product library

room directories

social media websites

state or territory government tourism authority information systems

timetables

information on the local area features:

accommodation options

dining options

entertainment venues

local attractions

local personal services facilities

local shopping facilities

local transport options

organisation-specific information

road conditions

sporting facilities

tours, local outings and trips

travelling routes

weather conditions

organisational service procedures and standards:

designated response times for acknowledging customers and their enquiry

personal presentation and hygiene standards

awareness of customs and practices of various social and cultural groups of visitors to assist with meeting visitor needs and expectations in regards to:

modes of greeting, farewelling and conversation

body language and body gestures

formality of language

clothing

methods of collecting feedback:

formal:

surveys

interviews

structured questioning

informal:

observation

casual discussion

organisational service procedures and standards.

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