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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. Monitor and address passenger needs
   • Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures
   • Needs of all types of passengers are acknowledged and appropriate assistance is provided
   • Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required
   • Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk
   • Passengers are suitably advised about any safety risk and action being taken
   • Tact, courtesy, friendliness and patience are used at all times when dealing with passengers
   • Passenger inquiries and requests are received and resolved with minimal delays
   • Passenger inquires and associated action are recorded and reported in accordance with workplace procedures
2. Prepare and deliver commentaries
   • Comprehensive briefings are delivered clearly and precisely
   • Commentary presentations are wellresearched and delivered clearly and at precise timings
   • Additional information is provided in response to questions
   • Audio visual equipment is correctly and safely operated, as required
3. Implement conflict resolution strategies
   • Conflict and difficult situations are recognised and fair solutions are negotiated equitably
   • Conflicts unable to be resolved are referred to a higher authority
   • Opportunities to enhance service quality are taken, particularly in conflict situations
4. Communicate with suppliers
   • Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs
   • Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying precautions and required action to minimise, control or eliminate identified hazards applying relevant legislation and workplace procedures communicating effectively with others completing relevant documentation conducting presentations to tourist passengers interacting effectively with passengers interpreting and following operational instructions and prioritising work modifying activities depending on operational contingencies, risk situations and environments operating and adapting to differences in equipment in accordance with workplace procedures reading and interpreting relevant instructions, procedures, information and signs reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures responding appropriately to cultural differences working collaboratively with others working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

customer service policies and workplace procedures procedures for handling customer questions, complaints and conflicts procedures for using audiovisual equipment procedures for using communications equipment relevant state/territory regulations and industry codes of practice for tourism and transport operations as they relate to customer service and safety in tourism vehicles/vessels relevant tourism products, services and/or operations relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental procedures and regulations route information specific needs of different community sectors/cultures specific needs of persons with disabilities.

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