Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SITTGDE003 Mapping and Delivery Guide
Provide arrival and departure assistance

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITTGDE003 - Provide arrival and departure assistance
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to provide assistance to customers between transport terminals and accommodation. It requires the ability to check customer arrival and departure information, reconfirm all operational aspects of transportation and accommodation, and provide customers with accurate information. This unit applies to tour operations, tour wholesaling, event and accommodation sectors. Arrival and departure assistance may be provided at international or domestic transport terminals and could be for groups or individual travellers. This job function requires the use of discretion and judgement within predefined organisational procedures; it applies to individuals working independently with limited supervision. This could include tour guides, tour managers, coach captains and hire car drivers.Tour guides, residing anywhere in Australia, are required to undertake training and assessment prescribed by Parks Australia to guide within Kakadu and Uluru–Kata Tjuta National Parks in the Northern Territory.When working in Queensland, all guides, regardless of their place of residence, are subject to the Queensland Tourism Services Act 2003.No other occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in operational transport terminals or an accommodation environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

transport used by local industry for the conduct of transfers

accommodation venues used by local industry

customer and operational arrival and departure information and requirements

documentation that refers to customer arrival and departure times and schedules

customer groups of a size and nature that reflect the commercial environment in which the guide operates

tourism industry operators with whom the individual can interact; these can be:

those involved in performing check-in and check-out duties at an accommodation facility, who interact with the individual during the assessment process; or

individuals who participate in role plays or simulated activities set up for the purpose of assessment in an operational touring context

customers for whom the individual can act as guide; these can be:

those participating in a tour or activity requiring arrival or departure assistance, who interact with the individual during the assessment process; or

individuals who participate in role plays or simulated activities set up for the purpose of assessment in an operational touring context.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:

have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.
Prerequisites/co-requisites
Competency Field Guiding
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Conduct arrival transfers for groups or individuals.
  • Check customer arrival information, and take action to deal with alterations or delays.
  • Confirm transport details with transport supplier.
  • Use identification techniques so customers can locate the guide at the transport terminal.
  • Make safe and appropriate use of terminal facilities.
  • Record arrivals, no-shows and other comments on relevant documentation.
  • Establish and monitor baggage arrangements prior to customer arrival.
  • Ensure correct number of baggage pieces and passengers are transported using appropriate check-in procedures.
  • Follow established procedures for lost baggage.
       
Element: Deliver arrival information to customers.
  • Greet customers in a manner that encourages a positive response towards the guide, company, region and Australia in general.
  • Provide customers with correct and adequate information and advice to introduce them to the local area.
       
Element: Check-in groups and individuals at accommodation.
  • Brief customers on accommodation check-in procedures.
  • Offer friendly and efficient assistance with accommodation check in or facilitate check-in on behalf of customers.
  • Liaise with accommodation staff during check-in to minimise any communication difficulties.
       
Element: Conduct departure transfers for groups and individuals.
  • Verify departure details in advance of transfer and take action to respond to variations.
  • Organise customer departure to minimise disruption and take account of safety issues.
  • Check details of departing passengers and ensure all are accounted for.
  • Check baggage prior to departure using procedures that ensure no items are left behind.
  • Advise customers to check belongings prior to departure.
  • Advise customers on transport terminal departure procedures, including safety requirements.
  • Obtain feedback on products and services from customers and relay information to relevant people.
  • Offer friendly and efficient assistance with transport check-in or facilitate check-in on behalf of customers.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Conduct arrival transfers for groups or individuals.

1.1.Check customer arrival information, and take action to deal with alterations or delays.

1.2.Confirm transport details with transport supplier.

1.3.Use identification techniques so customers can locate the guide at the transport terminal.

1.4.Make safe and appropriate use of terminal facilities.

1.5.Record arrivals, no-shows and other comments on relevant documentation.

1.6.Establish and monitor baggage arrangements prior to customer arrival.

1.7.Ensure correct number of baggage pieces and passengers are transported using appropriate check-in procedures.

1.8.Follow established procedures for lost baggage.

2. Deliver arrival information to customers.

2.1.Greet customers in a manner that encourages a positive response towards the guide, company, region and Australia in general.

2.2.Provide customers with correct and adequate information and advice to introduce them to the local area.

3. Check-in groups and individuals at accommodation.

3.1.Brief customers on accommodation check-in procedures.

3.2.Offer friendly and efficient assistance with accommodation check in or facilitate check-in on behalf of customers.

3.3.Liaise with accommodation staff during check-in to minimise any communication difficulties.

4. Conduct departure transfers for groups and individuals.

4.1.Verify departure details in advance of transfer and take action to respond to variations.

4.2.Organise customer departure to minimise disruption and take account of safety issues.

4.3.Check details of departing passengers and ensure all are accounted for.

4.4.Check baggage prior to departure using procedures that ensure no items are left behind.

4.5.Advise customers to check belongings prior to departure.

4.6.Advise customers on transport terminal departure procedures, including safety requirements.

4.7.Obtain feedback on products and services from customers and relay information to relevant people.

4.8.Offer friendly and efficient assistance with transport check-in or facilitate check-in on behalf of customers.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

coordinate and provide assistance to customers for at least three arrivals and three departures in a transport terminal

provide local arrival and departure information to above customers on the following as appropriate:

accommodation facilities

geography of hotel and immediate vicinity

accommodation check-in procedures

forthcoming tour arrangements

local time and weather forecast

money exchange rates and available facilities

overview of destination information

tipping

transfer check-in procedures

transfer procedures

welcome and introduction

follow correct procedures at accommodation venues to assist above customers with check-ins and check-outs.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

procedures for arrivals:

identification techniques used within transport terminals

baggage collection procedures

lost baggage procedures

procedures for departures:

duty free requirements

group check-in

outgoing passenger cards

oversize or excess luggage check-in

tax refund procedures

types of transport terminals:

air charter facilities

airports

bus and coach terminals

shipping ports or cruise terminals

train stations

main arrival and departure points and passenger facilities available in transport terminals within the local area

accommodation check-in procedures:

credit card imprint

documentation requirements

group check-in

loyalty membership verification

special requests

formats for standard customer travel documentation and terminology used in:

accommodation and transfer vouchers

operational documentation

rail, air, cruise and coach tickets

use of 24-hour clock

legal obligations of tour operators and guides when providing arrival and departure assistance:

public liability

specific tour related relevant information

duty of care

safety issues when providing arrival and departure assistance at transport terminals and accommodation venues relating to:

baggage as trip hazards

parking of transfer vehicles

safe loading and unloading of baggage and passengers from vehicles

safe movement of people, traffic, parking, and crowd control

traffic considerations

security requirements for:

customers’ personal security

storage of luggage

transfer vehicles.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Conduct arrival transfers for groups or individuals.

1.1.Check customer arrival information, and take action to deal with alterations or delays.

1.2.Confirm transport details with transport supplier.

1.3.Use identification techniques so customers can locate the guide at the transport terminal.

1.4.Make safe and appropriate use of terminal facilities.

1.5.Record arrivals, no-shows and other comments on relevant documentation.

1.6.Establish and monitor baggage arrangements prior to customer arrival.

1.7.Ensure correct number of baggage pieces and passengers are transported using appropriate check-in procedures.

1.8.Follow established procedures for lost baggage.

2. Deliver arrival information to customers.

2.1.Greet customers in a manner that encourages a positive response towards the guide, company, region and Australia in general.

2.2.Provide customers with correct and adequate information and advice to introduce them to the local area.

3. Check-in groups and individuals at accommodation.

3.1.Brief customers on accommodation check-in procedures.

3.2.Offer friendly and efficient assistance with accommodation check in or facilitate check-in on behalf of customers.

3.3.Liaise with accommodation staff during check-in to minimise any communication difficulties.

4. Conduct departure transfers for groups and individuals.

4.1.Verify departure details in advance of transfer and take action to respond to variations.

4.2.Organise customer departure to minimise disruption and take account of safety issues.

4.3.Check details of departing passengers and ensure all are accounted for.

4.4.Check baggage prior to departure using procedures that ensure no items are left behind.

4.5.Advise customers to check belongings prior to departure.

4.6.Advise customers on transport terminal departure procedures, including safety requirements.

4.7.Obtain feedback on products and services from customers and relay information to relevant people.

4.8.Offer friendly and efficient assistance with transport check-in or facilitate check-in on behalf of customers.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Check customer arrival information, and take action to deal with alterations or delays. 
Confirm transport details with transport supplier. 
Use identification techniques so customers can locate the guide at the transport terminal. 
Make safe and appropriate use of terminal facilities. 
Record arrivals, no-shows and other comments on relevant documentation. 
Establish and monitor baggage arrangements prior to customer arrival. 
Ensure correct number of baggage pieces and passengers are transported using appropriate check-in procedures. 
Follow established procedures for lost baggage. 
Greet customers in a manner that encourages a positive response towards the guide, company, region and Australia in general. 
Provide customers with correct and adequate information and advice to introduce them to the local area. 
Brief customers on accommodation check-in procedures. 
Offer friendly and efficient assistance with accommodation check in or facilitate check-in on behalf of customers. 
Liaise with accommodation staff during check-in to minimise any communication difficulties. 
Verify departure details in advance of transfer and take action to respond to variations. 
Organise customer departure to minimise disruption and take account of safety issues. 
Check details of departing passengers and ensure all are accounted for. 
Check baggage prior to departure using procedures that ensure no items are left behind. 
Advise customers to check belongings prior to departure. 
Advise customers on transport terminal departure procedures, including safety requirements. 
Obtain feedback on products and services from customers and relay information to relevant people. 
Offer friendly and efficient assistance with transport check-in or facilitate check-in on behalf of customers. 

Forms

Assessment Cover Sheet

SITTGDE003 - Provide arrival and departure assistance
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITTGDE003 - Provide arrival and departure assistance

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: