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

SITTTSL016 Mapping and Delivery Guide
Provide specialist advice on cruises

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SITTTSL016 - Provide specialist advice on cruises
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to develop detailed knowledge of cruise operations, products and destinations and to provide information and advice to customers on extended cruise options.The unit applies to travel and tourism operators, such as travel agencies and tour wholesalers; in particular to those which specialise in the sale of extended domestic and international cruise products. Cruises can include ocean, river, adventure, expedition and niche cruises. It applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. No 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 a tourism or travel business operation that provides advice on and sells cruise products. This can be:

an industry workplace

a simulated industry environment set up for the purposes of assessment.

Assessment must ensure access to:

computers, printers and information programs currently used by the tourism, travel hospitality or event industries to store cruise product and destination information

current cruise operation, product and destination information found in sales kits, brochures, product manuals, destination marketing organisation information kits, electronic information sources and information databases

internet and email

storage for computer data

telephone

customers with whom the individual can interact; these can be:

customers in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

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 Tourism Sales and Operations
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: Source information on cruise operations and trends.
  • Source information on cruise ship design and features, and benefits of modern cruise ships.
  • Research current and emerging product development and market trends for domestic and international cruises.
  • Identify cruise industry governance issues that affect customer participation.
       
Element: Develop knowledge of cruise destinations.
  • Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.
  • Source information on cruise lines and product diversity within regions, and identify appeal for a diversity of customer types.
  • Obtain information on key operational features of cruise destinations.
  • Source information on features and benefits of key ports of call of cruise destinations.
  • Obtain information on features of turnaround ports for cruise destinations.
       
Element: Develop knowledge of cruise itineraries.
  • Obtain and interpret information on cruise itineraries to meet different customer needs.
  • Source information on features and benefits of shore excursion options for specific cruises.
  • Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of diverse customer types.
  • Obtain and interpret information on pre- and post-cruise transportation, accommodation and touring options and packages.
  • Interpret jargon or specifications in product information and accurately apply them to sales and booking activities.
       
Element: Research aspects of on-board ship life.
  • Identify features and benefits of on-board accommodation options, including location and categories.
  • Seek information on food and beverage venues and options, including pre-purchased packages.
  • Obtain information on facilities and services available on board.
  • Evaluate on-board activities and entertainment options for different types of cruise customers.
  • Anticipate customer questions and establish scope of information to service diverse customer types.
       
Element: Provide information and advice on cruise options.
  • Accurately identify the specific information and advice needs of the customer.
  • Use information when selling to provide targeted advice on features and benefits of cruise products and destinations to promote a positive image of cruises and counter customer purchasing objections.
  • Provide appropriate scope and depth of information to meet customer needs.
  • Refer customers to current sources of health, safety, visa and regulatory information.
       
Element: Update knowledge of cruise destinations and products.
  • Use formal and informal research to continually update cruise destination and product knowledge.
  • Seek feedback from colleagues and customers on experiences with cruise destinations and products.
  • Share new or updated product information with colleagues.
       


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. Source information on cruise operations and trends.

1.1.Source information on cruise ship design and features, and benefits of modern cruise ships.

1.2.Research current and emerging product development and market trends for domestic and international cruises.

1.3.Identify cruise industry governance issues that affect customer participation.

2. Develop knowledge of cruise destinations.

2.1.Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.

2.2.Source information on cruise lines and product diversity within regions, and identify appeal for a diversity of customer types.

2.3.Obtain information on key operational features of cruise destinations.

2.4.Source information on features and benefits of key ports of call of cruise destinations.

2.5.Obtain information on features of turnaround ports for cruise destinations.

3. Develop knowledge of cruise itineraries.

3.1.Obtain and interpret information on cruise itineraries to meet different customer needs.

3.2.Source information on features and benefits of shore excursion options for specific cruises.

3.3.Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of diverse customer types.

3.4.Obtain and interpret information on pre- and post-cruise transportation, accommodation and touring options and packages.

3.5.Interpret jargon or specifications in product information and accurately apply them to sales and booking activities.

4. Research aspects of on-board ship life.

4.1.Identify features and benefits of on-board accommodation options, including location and categories.

4.2.Seek information on food and beverage venues and options, including pre-purchased packages.

4.3.Obtain information on facilities and services available on board.

4.4.Evaluate on-board activities and entertainment options for different types of cruise customers.

4.5.Anticipate customer questions and establish scope of information to service diverse customer types.

5. Provide information and advice on cruise options.

5.1.Accurately identify the specific information and advice needs of the customer.

5.2.Use information when selling to provide targeted advice on features and benefits of cruise products and destinations to promote a positive image of cruises and counter customer purchasing objections.

5.3.Provide appropriate scope and depth of information to meet customer needs.

5.4.Refer customers to current sources of health, safety, visa and regulatory information.

6. Update knowledge of cruise destinations and products.

6.1.Use formal and informal research to continually update cruise destination and product knowledge.

6.2.Seek feedback from colleagues and customers on experiences with cruise destinations and products.

6.3.Share new or updated product information with colleagues.

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

obtain and document current, relevant and accurate information for at least four cruise products each in different cruise regions as listed in the knowledge evidence including:

itinerary and ports of call

cost

accommodation categories and locations

on-board features and facilities:

food and beverage

retail outlets

entertainment

availability of child and family activities

fitness, health, beauty and spa services

visa requirements, including those for ports of call

provide tailored domestic or international cruise product information and advice to meet the requests of customers from at least four different customer types in the following list:

singles

couples

families

groups

special interest

retirees

complete activities within commercial time constraints and deadlines determined by the customer or the organisation.

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

current and emerging product development and market trends for domestic and international cruises

basic aspects of cruise industry governance issues that affect customer participation:

passenger safety and security

environmental impact practices

fuel laws

health and sanitisation policies

medical facilities

operational safety practices:

bridge access

life boats

life jackets

muster stations

securing heavy objects

responsible conduct of gambling

responsible service of alcohol

security

waste management

objectives, primary contents and enforcement of the Passenger Bill of Rights

sources of information on cruise products and destinations:

cruise line operators and the use of business development managers

local sales agents

distribution and marketing networks

government tourism authorities

social media

sources of information on current health and safety issues for cruise destinations:

travel warning advice issued for Australian travellers by the federal government

health advisory notices and vaccination information issued by local and international bodies

sources of information on regulatory issues affecting customer participation in cruise destinations:

passport and visa requirements

customs and quarantine

each of the following geographical cruise regions:

the Americas

Europe

Australia, New Zealand, South Pacific and Antarctica

Asia and the Indian Ocean:

major cruise operators and their product style and target market

major turnaround ports

main ports of call (cruise itinerary)

major shore excursions for the main ports of call

common objections to purchasing cruise holidays:

cost

sea-sickness

feelings of confinement or boredom

only for the elderly and rich

unique features of cruising as a type of holiday

concept of a cruise ship as a destination and an on-board experience

key characteristics of:

ocean cruises

river cruises

adventure, expedition and niche cruises

features and benefits of major types of on-board facilities and services:

accommodation locations and categories

food and beverage venues

retail outlets

fitness, health, beauty and spa services

entertainment activities

kid's clubs and family activities

features of key ports of call:

areas of environmental, social or cultural significance or sensitivity

banking and currency information

facilities for customers with special needs

local customs

local economy

local facilities

major cities, towns and tourist areas and precincts

major gateways for and transport networks within the region and destination

major man-made and natural tourist attractions

special features of the host community

special regional features

key maritime terminology, jargon and common abbreviations for cruise products:

accommodation types

on-board facilities and services

operational features of the itinerary

operational features of the ship

ship specifications

key operational features of cruises:

health and safety issues

regulatory issues

seasonality

visas

profile of different types of cruise passengers listed in the performance evidence and their cruise product preferences.


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. Source information on cruise operations and trends.

1.1.Source information on cruise ship design and features, and benefits of modern cruise ships.

1.2.Research current and emerging product development and market trends for domestic and international cruises.

1.3.Identify cruise industry governance issues that affect customer participation.

2. Develop knowledge of cruise destinations.

2.1.Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.

2.2.Source information on cruise lines and product diversity within regions, and identify appeal for a diversity of customer types.

2.3.Obtain information on key operational features of cruise destinations.

2.4.Source information on features and benefits of key ports of call of cruise destinations.

2.5.Obtain information on features of turnaround ports for cruise destinations.

3. Develop knowledge of cruise itineraries.

3.1.Obtain and interpret information on cruise itineraries to meet different customer needs.

3.2.Source information on features and benefits of shore excursion options for specific cruises.

3.3.Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of diverse customer types.

3.4.Obtain and interpret information on pre- and post-cruise transportation, accommodation and touring options and packages.

3.5.Interpret jargon or specifications in product information and accurately apply them to sales and booking activities.

4. Research aspects of on-board ship life.

4.1.Identify features and benefits of on-board accommodation options, including location and categories.

4.2.Seek information on food and beverage venues and options, including pre-purchased packages.

4.3.Obtain information on facilities and services available on board.

4.4.Evaluate on-board activities and entertainment options for different types of cruise customers.

4.5.Anticipate customer questions and establish scope of information to service diverse customer types.

5. Provide information and advice on cruise options.

5.1.Accurately identify the specific information and advice needs of the customer.

5.2.Use information when selling to provide targeted advice on features and benefits of cruise products and destinations to promote a positive image of cruises and counter customer purchasing objections.

5.3.Provide appropriate scope and depth of information to meet customer needs.

5.4.Refer customers to current sources of health, safety, visa and regulatory information.

6. Update knowledge of cruise destinations and products.

6.1.Use formal and informal research to continually update cruise destination and product knowledge.

6.2.Seek feedback from colleagues and customers on experiences with cruise destinations and products.

6.3.Share new or updated product information with colleagues.

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
Source information on cruise ship design and features, and benefits of modern cruise ships. 
Research current and emerging product development and market trends for domestic and international cruises. 
Identify cruise industry governance issues that affect customer participation. 
Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations. 
Source information on cruise lines and product diversity within regions, and identify appeal for a diversity of customer types. 
Obtain information on key operational features of cruise destinations. 
Source information on features and benefits of key ports of call of cruise destinations. 
Obtain information on features of turnaround ports for cruise destinations. 
Obtain and interpret information on cruise itineraries to meet different customer needs. 
Source information on features and benefits of shore excursion options for specific cruises. 
Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of diverse customer types. 
Obtain and interpret information on pre- and post-cruise transportation, accommodation and touring options and packages. 
Interpret jargon or specifications in product information and accurately apply them to sales and booking activities. 
Identify features and benefits of on-board accommodation options, including location and categories. 
Seek information on food and beverage venues and options, including pre-purchased packages. 
Obtain information on facilities and services available on board. 
Evaluate on-board activities and entertainment options for different types of cruise customers. 
Anticipate customer questions and establish scope of information to service diverse customer types. 
Accurately identify the specific information and advice needs of the customer. 
Use information when selling to provide targeted advice on features and benefits of cruise products and destinations to promote a positive image of cruises and counter customer purchasing objections. 
Provide appropriate scope and depth of information to meet customer needs. 
Refer customers to current sources of health, safety, visa and regulatory information. 
Use formal and informal research to continually update cruise destination and product knowledge. 
Seek feedback from colleagues and customers on experiences with cruise destinations and products. 
Share new or updated product information with colleagues. 

Forms

Assessment Cover Sheet

SITTTSL016 - Provide specialist advice on cruises
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

SITTTSL016 - Provide specialist advice on cruises

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: