REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit

Required knowledge

Regulations and codes of practice relevant to advising on and constructing fares for customers including trade practice and consumer protection requirements

Relevant OHampS procedures and guidelines

Workplace procedures and policies for advising on and constructing fares for customers

International and Australian tourism and transport industry policies and regulations

Workplace travel products and services

Applicable insurance and public liability

Relevant consumer law and trade practice requirements

International regulations affecting Australian tourism operations

Air coach ferry tram and rail fare structures and schedules

Procedures for quotation development

Applicable health regulations

Information on agents commissions

Equipment and materials used when advising on and constructing fares for customers and precautions and procedures that should be followed in their use

Problems that may occur when advising on and constructing fares for customers and appropriate action that can be taken to resolve the problems

Documentation and record requirements

Communication and negotiation requirements when advising on and constructing fares for customers

Required skills

Communicate and negotiate effectively with others when advising on and constructing fares for customers

Read and interpret instructions procedures and information relevant to advising on and constructing fares for customers

Interpret and follow operational instructions and prioritise work

Complete documentation related to advising on and constructing fares for customers including the preparation of travel documentation

Work collaboratively with others when advising on and constructing fares for customers

Adapt appropriately to cultural differences in the workplace including modes of behaviour and interactions with others

Promptly report andor rectify any identified problems that may arise when advising on and constructing fares for customers in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies risk situations and environments

Work systematically with required attention to detail

Carry out sales and refund procedures

Design and construct itineraries

Construct fares

Process coupons

Carry out research and analysis relevant to advising on and constructing fares for customers

Select and use relevant office and communications equipment and materials when advising on and constructing fares for customers

Adapt to differences in equipment in accordance with standard operating procedures

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required knowledge and skills the range statement and the assessment guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies and other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials andor equipment andor

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through appropriately simulated activities at the registered training organisation andor

in an appropriate range of situations in the workplace

Work may be conducted:

Fares/itineraries to be constructed may include:

In providing advice to suit the needs of the customer the following types of fares must be considered:

Information used when advising on and constructing fares for customers may include:

Travel documentation may include:

All documentation issued must be in accordance with:

Transport provider information includes:

Document details include:

Consultative processes may involve:

Communication in the work area may include:

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

Information/documents may include:

Applicable regulations and legislation may include: