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

SITTGDE401 Mapping and Delivery Guide
Coordinate and operate tours

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITTGDE401 - Coordinate and operate tours
Description This unit describes the performance outcomes, skills and knowledge required to conduct a tour for groups or individuals that includes multiple products, services and sites. It requires the ability to manage the tour logistics of a prearranged itinerary. The coordination of tour delivery requires significant planning and organisational skills as well as the ability to liaise with suppliers and industry colleagues to maximise tour efficiency and customer service quality.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit has particular application to guides engaged by tour operators, inbound tour operators and tour wholesalers. Sometimes these individuals are called driver guides and coach captains. In an extended touring context, the unit applies to tour managers who accompany tour groups on longer tours and manage the logistics of group movements and touring arrangements at each destination. The unit does not apply to guides working at a single site.Individuals performing this function work independently in the field, within established organisational procedures.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
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: Plan tour delivery logistics.
  • Plan tour delivery according to briefing information or documentation from the tourism operator.
  • Make tour preparations and consider issues to ensure customer needs are met.
  • Prioritise and action tasks required in advance of tour commencement.
       
Element: Brief and assist customers.
  • Welcome customers to tour and provide a briefing on tour practicalities and procedures.
  • Provide additional information and assistance to enhance enjoyment of tour.
       
Element: Liaise with industry colleagues.
  • Liaise with industry colleagues to achieve smooth tour operation.
  • Action requests from industry colleagues promptly and willingly wherever possible and request assistance when required.
  • Make agreements about individual and joint responsibilities during tour.
  • Make forward reconfirmations and bookings in a timely manner.
  • Interpret documentation from other organisations and apply appropriately.
       
Element: Manage the itinerary.
  • Conduct tour to schedule and include all features in itinerary.
  • Advise customers courteously and sensitively about unavoidable changes.
  • Re plan itinerary when necessary to ensure purchased inclusions or their equivalents are delivered and disruption to customers is minimised.
  • Advise industry colleagues and suppliers affected by changes according to organisational procedures.
  • Maintain contact with those fixing the problem when itinerary delays and changes occur, and use negotiation techniques to minimise time delay and negative impact on customers.
  • Keep customers informed of reasons for changes and actions taken.
       
Element: Deal with unexpected events.
  • Assess unexpected events and select appropriate action.
  • Follow organisational procedures in the case of accidents or where safety of customers or colleagues may be threatened.
  • Identify and access sources of assistance promptly.
  • Amend tour to minimise impact on customer enjoyment.
       
Element: Debrief tour.
  • Provide accurate and complete tour reports according to organisational guidelines.
  • Provide customer and personal feedback and other information to assist with future improvements.
       


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.

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

Overview of assessment

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

Evidence of the ability to:

plan for, and operate multiple tours that comprise multiple products, services and sites

follow procedures for reconfirmation of touring components and mechanisms for solving situations and problems on tour

conduct tours in a safe and sustainable manner

demonstrate knowledge of tourism industry, supplier networks and interrelationships that impact on the conduct of a multiproduct, multisite touring itinerary.

Context of and specific resources for assessment

Assessment must ensure use of:

touring environments that reflect the nature of tours commercially available in the relevant city or region

real or simulated touring activities

equipment and resources required for the delivery of tours such as transport and venue access

a group of customers for whom the individual can act as guide

customer and operational documentation to support the delivery of a multifaceted touring itinerary.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of organisational and tour management skills by participating in a tour conducted by the individual

review of tour preparation notes or tour reports prepared by the individual

use of case studies and problem-solving activities to assess ability to apply contingency and risk management skills to a range of different touring situations and problems

written or oral questioning to assess knowledge of industry networks, tour management procedures and legal issues affecting tour management

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITTGDE303 Lead tour groups

SITTGDE304 Prepare and present tour commentaries or activities

SITTGDE402 Manage extended touring programs.

It is critical that training and assessment is contextualised to meet the requirements of local tourism industry operations. In a pre-vocational context, assessment should cover a broad scope of locations and destinations within the city or region in which the guide is training to work, so that guides are able to coordinate tours in the range of locations expected by industry operators.

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.

Required skills

communication skills to:

interact and negotiate with customers, industry colleagues and suppliers about touring logistics and sometimes complex issues such as itinerary changes

literacy skills to:

read and interpret customer and operational information

interpret tourism industry jargon, especially product codes

complete operational and reporting documents

numeracy skills to:

calculate tour component times

translate from the 24hour to 12hour clock for customer use

planning and organising skills to:

coordinate multiple and diverse tour components

manage the impacts of variations and delays

problem-solving skills to respond to potentially complex logistical and interpersonal challenges that arise during tour operations

teamwork skills to work cooperatively with colleagues from other organisations

technology skills to use industry-current communication systems.

Required knowledge

product knowledge appropriate to the specific touring itinerary and its component products and services

main features of culturally or environmentally sensitive areas to be visited and minimal impact practices to protect and sustain these

tourism industry supplier networks and interrelationships that impact on the conduct of a multiproduct and multisite touring itinerary

industry reconfirmation and booking procedures for tour components

planning procedures relating to the delivery logistics of a multifaceted touring itinerary and the management processes to be undertaken before, during and on completion of a tour

typical tour management problems, and strategies to address these, including:

itinerary variations

accident or injury

legal and liability issues affecting guides, including:

domestic and relevant overseas consumer law regarding provision of services as advertised

duty of care.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Tour may be a:

adventure tour

city or rural tour

cultural tour

ecotour

extended tour

half or full-day tour

special interest tour.

Briefing information or documentation from the tourism operator may include:

customer information

financial documents

itinerary information:

health and safety considerations

potential difficulties

specific site information

tight timing or scheduling

optional tour information

promotional materials

special request notes

supplier information and contact details

travel documentation for guide and group.

Issues may include:

climate

customer special needs

environmental and cultural considerations

equipment and resources required

language considerations

length of tour

location of tour

size of tour group

special requests

specific itinerary requirements

style of commentary required

type of customers.

Tour practicalities and proceduresto be communicated may include:

availability of free time

cultural considerations

group rules and codes of behaviour

health and safety procedures

itinerary or program details, including route, schedule and highlights

regulations:

customs

immigration

luggage

procedures at tour stops

specific site procedures

minimal impact procedures.

Additional information and assistance that may be provided to customers may include:

general directions

local events and activities

local facilities

optional tours and costs

options for free time activities.

Industry colleagues may include:

coach drivers

local guides

members of host communities

personnel in land management and other statutory authorities

product supplier representatives

tour company office staff

tour managers

tour operators.

Reconfirmations and bookings may be for any touring product or service component and may include:

accommodation venue

airline

attraction

catering provider

charter airline

cruise

ground transport

guided tour within attractions and sites

local tour guide

optional tour

restaurant

retail outlet

scenic flight

train.

Unavoidable changesmay include:

closure of attractions

flight cancellations or delays

local guide no-show

missing bookings

overbookings.

Unexpected eventsmay include:

accidents

breakdown

illness

natural disaster

theft.

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
Plan tour delivery according to briefing information or documentation from the tourism operator. 
Make tour preparations and consider issues to ensure customer needs are met. 
Prioritise and action tasks required in advance of tour commencement. 
Welcome customers to tour and provide a briefing on tour practicalities and procedures. 
Provide additional information and assistance to enhance enjoyment of tour. 
Liaise with industry colleagues to achieve smooth tour operation. 
Action requests from industry colleagues promptly and willingly wherever possible and request assistance when required. 
Make agreements about individual and joint responsibilities during tour. 
Make forward reconfirmations and bookings in a timely manner. 
Interpret documentation from other organisations and apply appropriately. 
Conduct tour to schedule and include all features in itinerary. 
Advise customers courteously and sensitively about unavoidable changes. 
Re plan itinerary when necessary to ensure purchased inclusions or their equivalents are delivered and disruption to customers is minimised. 
Advise industry colleagues and suppliers affected by changes according to organisational procedures. 
Maintain contact with those fixing the problem when itinerary delays and changes occur, and use negotiation techniques to minimise time delay and negative impact on customers. 
Keep customers informed of reasons for changes and actions taken. 
Assess unexpected events and select appropriate action. 
Follow organisational procedures in the case of accidents or where safety of customers or colleagues may be threatened. 
Identify and access sources of assistance promptly. 
Amend tour to minimise impact on customer enjoyment. 
Provide accurate and complete tour reports according to organisational guidelines. 
Provide customer and personal feedback and other information to assist with future improvements. 

Forms

Assessment Cover Sheet

SITTGDE401 - Coordinate and operate tours
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

SITTGDE401 - Coordinate and operate tours

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: