This qualification reflects the role of individuals who use sound knowledge of industry operations and a broad range of managerial skills to coordinate tourism and travel operations or marketing and product development activities. They operate independently, have responsibility for others and make a range of operational business decisions.
Job roles
This qualification provides a pathway to work in any sector of the tourism and travel industry as a departmental or small business manager. This qualification allows for multiskilling and for specialisation in either operations management or marketing and product development.
Possible job titles include:
manager:
inbound groups
inbound sales
incentives
tour operations
marketing
operations
product
reservations
retail travel agency
sales
visitor information.
Subjects
17 units must be completed:
10 core units
7 elective units, consisting of:
4 units from the list below
3 units from the list below, 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.
SITTPPD501 Develop host community awareness of tourism
SITTPPD503 Research and analyse tourism data
SITXHRM501 Recruit, select and induct staff
SITXHRM503 Monitor staff performance
SITXMPR401 Coordinate production of brochures and marketing materials
SITXMPR404 Coordinate marketing activities
Pathways...
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, SIT31312 Certificate III in Travel or SIT30612 Certificate III in Events.
Pathways from the qualification
After achieving this qualification, individuals may engage in further learning in vocational or higher education through Advanced Diploma and Degree qualifications in Tourism, Travel and other Business disciplines.
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
SITTTSL308 Use a computerised reservations or operations system
SITXCCS401 Enhance the customer service experience
SITXCOM201 Show social and cultural sensitivity
SITXEVT301 Access information on event operations
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
SITXCCS401 Enhance the customer service experience
SITXCOM201 Show social and cultural sensitivity
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
SITXCCS401 Enhance the customer service experience
SITXCOM201 Show social and cultural sensitivity
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
SITXCCS401 Enhance the customer service experience
SITXCOM201 Show social and cultural sensitivity
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
SITXCCS401 Enhance the customer service experience
SITXCOM201 Show social and cultural sensitivity
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
SITXCCS401 Enhance the customer service experience
SITXCOM201 Show social and cultural sensitivity
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
Consulting with team members and customers to elicit feedback and ideas on operational and service issues; explaining the organisation’s plans, policies and procedures to team members; communicating work team goals; consulting with team members about workplace practices; discussing supply options and negotiating purchases with suppliers; writing clear and concise operational procedures and reports.
Initiative and enterprise
Generating ideas to improve products, services, operational practices and efficiency; assessing options and suggesting a range of new products and services; monitoring and evaluating financial performance of the department or business and developing ideas for improvement; engaging team members in discussions and encouraging innovative ideas.
Learning
Developing and maintaining knowledge required to make a range of operational decisions for the department or business; proactively maintaining and updating knowledge of travel and tourism industry practices, trends products, services and suppliers; taking responsibility for own professional development; implementing training practices for the department or business; supporting team members to learn.
Planning and organising
Planning and organising the operational activities of the travel or tourism department or business; determining deadlines and resource requirements for effective delivery of travel or tourism products and services; implementing and monitoring plans, policies, procedures and business practices; actively participating in continuous improvement processes for operational and service efficiency.
Problem-solving
Responding effectively to routine sales, operational and service issues requiring immediate resolution; considering systematic sales, operational or service failures and developing solutions; taking ultimate responsibility for resolving escalated customer service complaints and conflicts; evaluating staff feedback on sales, operational or service problems and implementing suggestions for improvement; monitoring and evaluating the effectiveness of solutions.
Self-management
Knowing the primary components of laws that specifically relate to the travel or tourism industry and implementing operational compliance practices; operating independently, reviewing own work performance and proactively seeking feedback and advice on management skills; taking responsibility for the operational management of the travel or tourism business across a range of activities including finances, human resources, customer service and workplace health and safety.
Teamwork
Using the social and cultural diversity of team members to advantage service delivery to diverse customers; planning work operations to take account of team member strengths; implementing work team goals and teamwork practices; providing training, coaching and advice for effective teamwork; seeking feedback from team members on operational practices, policies, procedures and service efficiency; motivating and leading supervisor teams.
Technology
Selecting and using technologies used in the travel or tourism industry to support operational management functions; understanding, assessing and providing feedback on the operating capacity of technologies required to manage the sales, operational and service activities of the travel or tourism business; implementing skill development activities required for new business technologies.
