Certificate II in Tourism

This qualification provides the skills and knowledge for an individual to be competent in a defined range of basic tourism technical skills.

Work would be undertaken in an office environment where the planning of tourism products and services takes place, in the field where tourism products are delivered or a combination of both. The field includes any destination, local or regional area, tourist precinct, site, attraction or onboard form of transportation.

The qualification reflects the role of individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge in a defined context. They work under direct supervision.

The qualification is suitable for an Australian apprenticeship pathway and for VET in Schools delivery.

Job roles

Individuals with this qualification are able to work in many tourism industry sectors and enterprise types. This qualification is very flexible and is designed to meet a broad range of basic tourism industry needs. It recognises the diversity of tourism operations and the increasing industry trend for operators to provide specialised tourism products. The types of enterprise to which this qualification may apply include retail travel agencies of any sort, tour wholesalers, tour operators of any sort (e.g. coach, camping, cruise boat, four-wheel drive or walking), attractions, cultural and heritage sites and any small tourism business requiring multi-skilled employees.

In some sectors of the industry there are no job outcomes at Certificate II level. Specialist Certificate III qualifications should be selected for the appropriate job outcome, e.g. guiding, travel consultancy or tour coordination.

Possible job titles include:

office assistant for a small tour operator

documentation clerk for a tour wholesaler

receptionist and office assistant in a professional conference organiser

receptionist and office assistant in a retail travel agency

retail sales assistant in an attraction

museum attendant.

Prerequisite requirements

There are no prerequisites for entry to this qualification.


Subjects

QUALIFICATION RULES

To achieve a Certificate II in Tourism, 11 units must be completed:

all 4 core units

7 elective units:

a minimum of 3 elective units must be selected from the list below

the remaining 4 elective units may be selected from this or another endorsed Training Package or accredited course

a maximum of 1 Languages other than English unit may be counted as an elective within this qualification.

In all cases selection of electives must be guided by the job outcome sought, local industry requirements and the characteristics of this qualification.

CORE UNITS

add topic SITTIND001B

Develop and update tourism industry knowledge

add topic SITXCOM001A

Work with colleagues and customers

add topic SITXCOM002A

Work in a socially diverse environment

add topic SITXOHS001B

Follow health, safety and security procedures

ELECTIVE UNITS

Accommodation Services

add topic SITHACS006B

Clean premises and equipment

Administration

add topic SITXADM001A

Perform office procedures

add topic SITXADM002A

Source and present information

Client and Customer Service

add topic SITXCCS001B

Provide visitor information

add topic SIRXCCS001A

Apply point-of-sale handling procedures

Communication and Teamwork

add topic SITXCOM004A

Communicate on the telephone

Computer Operations and ICT Management

add topic BSBITU301A

Create and use databases

add topic BSBITU102A

Develop keyboard skills

add topic BSBWOR204A

Use business technology

add topic BSBITU201A

Produce simple word processed documents

add topic BSBITU202A

Create and use spreadsheets

Environmental Sustainability

add topic SITXENV001A

Participate in environmentally sustainable work practices

Events

add topic SITXEVT003B

Process and monitor event registrations

Finance

add topic SITXFIN001A

Process financial transactions

First Aid

add topic HLTFA301B

Apply first aid

Food and Beverage

add topic SITHFAB005A

Provide table service of alcoholic beverages

add topic SITHFAB009A

Provide responsible service of alcohol

add topic SITHFAB010C

Prepare and serve non-alcoholic beverages

add topic SITHFAB011A

Develop and update food and beverage knowledge

add topic SITHFAB012B

Prepare and serve espresso coffee

add topic SITHFAB222A

Conduct a product tasting for alcoholic beverages

Guiding

add topic SITTGDE008A

Research and share general information on Australian Indigenous cultures

add topic SITTGDE009A

Interpret aspects of local Australian Indigenous culture

Inventory

add topic SITXINV001A

Receive and store stock

Languages other than English

SITXLAN1__A

Conduct basic workplace oral communication in a language other than English

SITXLAN2__A

Conduct routine workplace oral communication in a language other than English

Occupational Health and Safety

add topic SITXOHS002A

Follow workplace hygiene procedures

Risk Management and Security

add topic SIRXRSK001A

Minimise theft

Sales

add topic SIRXSLS001A

Sell products and services

add topic SIRXSLS002A

Advise on products and services

Tour Operations

add topic SITTTOP002A

Load touring equipment and conduct pre-departure checks

add topic TLIC107C

Drive vehicle

Tourism Sales and Operations

add topic SITTTSL001A

Operate an online information system

add topic SITTTSL002A

Access and interpret product information

add topic SITTTSL003A

Source and provide international destination information and advice

add topic SITTTSL004A

Source and provide Australian destination information and advice

add topic SITTTSL007B

Receive and process reservations

add topic SITTTSL009B

Process travel-related documentation

Venue and Facility Operations

add topic SITTVAF002A

Provide a briefing or scripted commentary

add topic SITTVAF004A

Load and unload a ride

Examples of elective units relevant to specific job outcomes and contexts at this level are as follows:

Office assistant for a small tour operator

add topic BSBITU102A Develop keyboard skills

add topic BSBWOR204A Use business technology

add topic BSBITU201A Produce simple word processed documents

add topic SITTTSL007B Receive and process reservations

add topic SITTTSL009B Process travel-related documentation

add topic SITXADM001A Perform office procedures

add topic SITXCOM004A Communicate on the telephone

Retail sales assistant in an attraction

add topic SIRXCCS001A Apply point-of-sale handling procedures

add topic SIRXRSK001A Minimise theft

add topic SIRXSLS001A Sell products and services

add topic SIRXSLS002A Advise on products and services

add topic SITHFAB010C Prepare and serve non-alcoholic beverages

add topic SITXCCS001B Provide visitor information

SITXLAN1__A Conduct basic workplace oral communication in a language other than English

Museum attendant

add topic CULMS201B Develop and apply knowledge of the museum industry

add topic CULMS205B Observe and report basic condition of collection

add topic CULMS207B Assist with the presentation of public activities and events

add topic SIRXCCS001A Apply point-of-sale handling procedures

add topic SIRXSLS001A Sell products and services

add topic SITTVAF002A Provide a briefing or scripted commentary

add topic SITXCCS001B Provide visitor information


Pathways...

    Not applicable.


Entry Requirements

Not applicable.


Licensing Information

Not applicable.


Employability Skills

SUMMARY

SIT20107 Certificate II in Tourism

The following table contains a summary of the employability skills required by the tourism industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill

Industry/enterprise requirements for this qualification include:

Communication

Communicating with colleagues, supervisors and suppliers or agents to assist with the coordination of customer's tourism experience; interpreting verbal and written information on tourism product conditions and customer requirements; providing clear and accurate verbal and written information to customers and suppliers or agents in a culturally appropriate manner to ensure a positive tourism experience.

Teamwork

Working as a team member, taking instructions from others and understanding own role in servicing the needs of the tourism customer; supporting other team members to coordinate tourism sales and operational activities to achieve quality service delivery of the tourism product; respecting the cultural diversity of team members and seeking their assistance to service the culturally diverse needs of tourism customers.

Problem solving

Thinking about problems that relate to own role in tourism sales and operational activities; avoiding problems by planning own day-to-day operational activities; clarifying the extent of problems and requesting assistance from team members, supervisors, suppliers or agents in solving operational details; using predetermined policies and procedures to guide solutions to customer or operational problems associated with tourism products.

Initiative and enterprise

Identifying and discussing better ways to coordinate tourism sales and operational activities and to manage safety risks by participating in group risk assessment activities.

Planning and organising

Collecting, analysing and organising customer, product and supplier or agent information to allow for efficient coordination of tourism sales and operational activities; using appropriate predetermined policies and procedures to guide tourism selling and operational activities.

Self-management

Understanding and complying with the legal responsibilities that apply to own role in servicing the tourism customer; knowing own job role and responsibilities in tourism sales and operational activities; seeking feedback and guidance from supervisors on success in coordinating tourism activities.

Learning

Knowing the structure of, networks within and sources of new information on the tourism industry to enable the sourcing of ongoing learning opportunities; proactively seeking and sharing information with colleagues on new tourism products, services and suppliers or agents.

Technology

Understanding the operating capability of, selecting and using computer systems and software that assist in tourism sales and operational activities; correctly using equipment to ensure personal safety in the workplace.

Due to the high proportion of electives required by this qualification, the industry/enterprise requirements described above for each employability skill are representative of the tourism industry in general and may not reflect specific job roles. Learning and assessment strategies for this qualification should be based on the requirements of the units of competency for this qualification.