Google Links

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.
  2. Provide information to visitors.
  3. Seek feedback on information provision.

Required Skills

Required skills

communication skills to

interact in a friendly and courteous way with customers

promote local products and services

learning skills to continuously update local area knowledge

literacy skills to

read and comprehend product and local area information

research sort and use relevant information

write simple notes on products and local services

problemsolving skills to identify knowledge deficiencies and seek information to satisfy visitor enquiries

teamwork skills to share local area information with colleagues and provide internal feedback

Required knowledge

sources of information on the local area facilities and general products available

sources of information on organisational products and services

major local attractions and events transport options and general visitor facilities

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

respond to multiple and diverse customer requests and provide local area information to meet their needs

source accurate and current information on the local area

integrate knowledge of the local area when providing general information

Context of and specific resources for assessment

Assessment must ensure use of

a real or simulated tourism hospitality or event industry environment where visitor information is sourced and provided to customers

current information on the local area facilities and general products available

customers with whom the individual can interact

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

direct observation using role plays to assess the individuals ability to use local knowledge to answer a variety of customer questions

projects and activities to source and obtain current accurate and relevant local information

written or oral questioning to assess knowledge of sources of information on the local area facilities and general products available

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

SITHACS Provide porter services

SITHACS Provide accommodation reception services

SITXCCS Interact with customers

SITXCCS Provide club reception services

SITXCOM Show social and cultural sensitivity


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.

Sourcesmay include:

brochures

library

local council

local people, including local identities with specialised knowledge

local visitor guide booklets

maps

online reservations systems

organisation information

organisation-designed information systems, e.g. inventory control database

principal supplier of the product

product library

room directories

social media websites

state or territory government tourism authority information systems

supplier of the product

the Internet

timetables.

Visitor information may include:

accommodation options:

backpacker lodges

holiday parks and resorts

hotels

motels

attractions:

animal parks

art galleries

museums

national parks

walks

wineries

zoos

cruises

dining options:

cafes

food halls

food markets

restaurants

vehicle rental

entertainment venues:

cinemas

theatres

performing arts centres

events

local facilities:

airline offices

banks

dentists

doctors

currency exchanges

hairdressers

hospitals

emergency services

post offices

travel agencies

local shopping facilities:

centres

malls

markets

souvenir shops

local transport options:

buses

ferries

taxis

trains

organisation-specific information

road conditions

sporting facilities

tours, local outings and trips

travelling routes

weather conditions.

Opportunities may include:

attending team meetings

informal discussions with colleagues

listening to radio

ongoing contact with principal or supplier of the product or service

participating in local familiarisation tours

reading:

brochures

and internal newsletters

leaflets

local newspapers

staff noticeboards

talking and listening to colleagues and customers

using personal observation or exploration

visiting the local information centre

watching television, videos and films.

Internal products and services may include:

accommodation

activities

general retail products and souvenirs

products made by the organisation:

craft items

food

wine

restaurant products

tours.