This qualification reflects the role of individuals who use a broad range of sales and marketing or operational skills combined with sound knowledge of industry operations. They operate independently or with limited guidance from others and use discretion to solve non-routine problems. Many people have supervisory responsibilities and plan, monitor and evaluate the work of team members.
Job roles
This qualification provides a pathway to work in any sector of the tourism and travel industry as a supervisor or senior operations or sales coordinator. This qualification allows for multiskilling and for specialisation in operations or marketing.
Possible job titles include:
account manager
assistant manager
marketing coordinator
operations supervisor
product coordinator
promotions officer
reservations sales or call centre supervisor
senior operations coordinator
senior or supervisory retail consultant
sales coordinator
sales executive.
Subjects
10 units must be completed:
5 core units
5 elective units, consisting of:
2 units from Group A
1 unit from Group B
2 additional units from Group A, Group B, elsewhere in SIT12 Training Package, or any other current Training Package or accredited course.
The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.
Core units
SITXCCS401 Enhance the customer service experience
SITXCOM401 Manage conflict
SITXFIN401 Interpret financial information
SITXHRM301 Coach others in job skills
SITXWHS301 Identify hazards, assess and control safety risks
Elective units
Group A
Computer Operations and ICT Management
SITXICT401 Build and launch a small business website
This qualification is suitable for an Australian Apprenticeship pathway.
Pathways into the qualification
It is strongly recommended that individuals entering this qualification hold SIT30112 Certificate III in Tourism or SIT31312 Certificate III in Travel.
Pathways from the qualification
After achieving SIT40212 Certificate IV in Travel and Tourism, individuals could progress to Diploma or Advanced Diploma qualifications in Travel and Tourism, Events or other service industry areas.
Entry Requirements
Entry to this qualification is open to individuals who are able to demonstrate tourism and travel industry knowledge, customer service and operational skills. The individual must either:
Be formally assessed through a training program or recognition process, against one of the unit clusters below.
OR
Have relevant tourism and travel industry employment experience. A job that has involved the application of skills described in one of the unit clusters would be a satisfactory indicator for entry. A determination need not involve a formal process of measuring, evaluating or recording performance against the units of competency.
The unit clusters for different pathways are as follows:
Events pathway
SITTIND201 Source and use information on the tourism and travel industry
SITTTSL202 Access and interpret product information
SITTTSL306 Book supplier services
SITXCCS303 Provide service to customers
SITXCOM201 Show social and cultural sensitivity
SITXEVT301 Access information on event operations
SITXEVT302 Process and monitor event registrations
SITXEVT304 Provide event staging support
SITXWHS101 Participate in safe work practices
Guiding pathway
SITTGDE301 Work as a guide
SITTGDE303 Lead tour groups
SITTGDE304 Prepare and present tour commentaries or activities
SITTGDE305 Develop and maintain the general and regional knowledge required by guides
SITTIND201 Source and use information on the tourism and travel industry
SITXCCS303 Provide service to customers
SITXCOM201 Show social and cultural sensitivity
SITXWHS101 Participate in safe work practices
SITXWHS301 Identify hazards, assess and control safety risks
Inbound tour wholesaling pathway
SITTIND201 Source and use information on the tourism and travel industry
SITTTSL202 Access and interpret product information
SITTTSL302 Provide advice on Australian destinations
SITTTSL303 Sell tourism products and services
SITTTSL304 Prepare quotations
SITTTSL306 Book supplier services
SITTTSL307 Process travel-related documentation
SITTTSL308 Use a computerised reservations or operations system
SITXCCS303 Provide service to customers
SITXCOM201 Show social and cultural sensitivity
SITXWHS101 Participate in safe work practices
Retail travel and outbound wholesaling pathway
SITTIND201 Source and use information on the tourism and travel industry
SITTTSL202 Access and interpret product information
SITTTSL301 Provide advice on international destinations
SITTTSL302 Provide advice on Australian destinations
SITTTSL303 Sell tourism products and services
SITTTSL304 Prepare quotations
SITTTSL306 Book supplier services
SITTTSL307 Process travel-related documentation
SITTTSL308 Use a computerised reservations or operations system
SITTTSL310 Construct normal international airfares
SITTTSL311 Construct promotional international airfares
SITXCCS303 Provide service to customers
SITXCOM201 Show social and cultural sensitivity
SITXWHS101 Participate in safe work practices
Tourism operations (office-based pathway)
SITTIND201 Source and use information on the tourism and travel industry
SITTTSL201 Operate an online information system
SITTTSL202 Access and interpret product information
SITTTSL306 Book supplier services
SITTTSL307 Process travel-related documentation
SITTTSL308 Use a computerised reservations or operations system
SITXCCS303 Provide service to customers
SITXCOM201 Show social and cultural sensitivity
SITXWHS101 Participate in safe work practices
Visitor information services pathway
SITTIND201 Source and use information on the tourism and travel industry
SITTTSL201 Operate an online information system
SITTTSL202 Access and interpret product information
SITTTSL302 Provide advice on Australian destinations
SITTTSL303 Sell tourism products and services
SITTTSL306 Book supplier services
SITTTSL307 Process travel-related documentation
SITXCCS201 Provide visitor information
SITXCCS303 Provide service to customers
SITXCOM201 Show social and cultural sensitivity
SITXWHS101 Participate in safe work practices
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this qualification at the time of endorsement.
Employability Skills
Employability Skill
Industry/enterprise requirements for this qualification include:
Communication
Providing briefings to operational staff; seeking feedback from colleagues and customers on sales, operational and service issues; anticipating and determining customer preferences and expectations to provide professional and personalised customer service experiences, managing team member and customer conflict sensitively, courteously and discreetly; empathising and negotiating acceptable solutions to team member and customer problems and complaints.
Initiative and enterprise
Proactively consulting with colleagues about ways to improve sales, operational and service efficiency; providing feedback to managers to inform future planning; participating in continuous improvement by reporting success or deficiencies of travel and tourism products and services; suggesting ideas for new or improved products and increased profitability.
Learning
Knowing sources of new information on the travel and tourism industry; being aware of opportunities to learn and participating in travel and tourism industry professional development activities; supporting team members to learn.
Planning and organising
Monitoring operational efficiency and service levels through close contact with day to day work operations; assessing current team member workloads and scheduling work to maximise operational efficiency and customer service quality; assessing operational and service workflow and assisting team members to prioritise workload to deliver a positive service outcome for travel and tourism customers.
Problem-solving
Identifying and assessing sales, operational and service issues, discussing and suggesting solutions with managers; initiating short term action to resolve immediate sales, operational or service problems; taking responsibility for resolving escalated customer complaints or requesting assistance from managers to resolve issues; using discretion and judgement as well as predetermined policies and procedures to guide solutions to sales, operational and service problems.
Self-management
Understanding legal compliance issues and providing advice to team members; organising and selfdirecting own work priorities to deliver travel and tourism sales and service; taking responsibility for implementing predetermined policies and procedures for a range of practices including conflict management, customer service, workplace health and safety; leading and managing a team of individuals, monitoring workplace operations and service delivery; proactively seeking feedback and advice on improving team leader skills.
Teamwork
Motivating and leading teams; providing instructions, support and coaching; planning work operations to take account of team member strengths; proactively sharing information, knowledge and experiences with team members.
Technology
Understanding the operating capability of, selecting and using equipment, computer systems, software and information systems that assist in travel and tourism sales, operational and service activities.
