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

SITTTSL314 Mapping and Delivery Guide
Provide specialist advice on cruises

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITTTSL314 - Provide specialist advice on cruises
Description 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.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to travel and tourism operators such as retail 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 or niche cruises. It applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. This includes retail travel consultants, wholesale operations consultants, and reservations sales agents.
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: Source information on cruise operations and trends.
  • Read and interpret information on the historical progression of cruising as a type of holiday.
  • Source information on the historical progression of cruise ship design and features and benefits of modern ships.
  • Research historical, current and emerging product development and market trends for domestic and international cruises.
  • Identify cruise industry governance issues that affect customer participation.
  • Use information when selling to dispel stereotypical imaging of cruises and handle purchase resistance.
       
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 client appeal for a diversity of customer types.
  • Obtain information on key operational features of cruise destinations including seasonality, visa, health, safety and regulatory issues.
  • Source information on features and benefits of key ports of call within 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 the 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 a diversity of customer types.
  • Obtain and interpret information on pre and post cruise transportation, accommodation and touring options including packages.
  • Interpret any jargon or specifications in product information and accurately apply these to sales or booking activities.
       
Element: Research aspects of on board ship life.
  • Identify the 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 seek scope of information to service a diversity of customer types.
       
Element: Provide information and advice on cruise options.
  • Accurately identify the specific information and advice needs of the customer.
  • Promptly provide current and accurate information and targeted customer advice on cruise products and destinations.
  • Provide appropriate scope and depth of information to meet customer needs.
  • Provide targeted advice on features and benefits of cruise products and destinations to counter purchasing objections.
  • 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.

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:

source information on historical and current product trends and regulatory issues

obtain current, relevant and accurate information on cruise products and destinations for each of these regions:

the Americas

Europe

Australia, New Zealand, South Pacific and Antarctica

Asia and the Indian Ocean

access information from a range of sources to include:

cruise line operators

local sales agents

distribution and marketing networks

government tourism authorities

provide tailored domestic and international cruise product and destination information and advice to meet the requests of these different types of customers:

singles

couples

families

groups

special interest

retirees

integrate knowledge of:

main cruise operators, itineraries, ports of call and shore excursion options for the Americas, Europe, Australia, New Zealand, South Pacific and Antarctica, Asia and the Indian Ocean

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

regulatory issues for customer participation

provide information and advice within deadlines determined by the customer.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism business operation which provides advice on and sells cruise products

a real or simulated tourism industry environment where cruise information is provided to customers; this can be one of the following:

a retail shopfront or mobile sales situation for the retail travel sector

a reservations area or call centre for the tour wholesaling sector

an office environment as defined in the Assessment Guidelines

computers, printers and information programs currently used by the tourism industry to store cruise product and destination information

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

customers with whom the individual can interact and to whom they can provide cruise destination advice.

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:

projects and activities that allow assessment of the individual’s ability to:

source information on historical and current product trends and regulatory issues

obtain current, accurate and relevant cruise product and destination information

research cruise products and destinations to meet differing customer needs

direct observation, using role plays, of the individual providing advice to customers

written or oral questioning to assess knowledge of:

information sources for cruise product and destination information

main cruise operators, itineraries, ports of call and shore excursion options for the Americas, Europe, Australia, New Zealand, South Pacific and Antarctica, Asia and the Indian Ocean

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

regulatory issues for customer participation

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:

SITTTSL201 Operate an online information system

SITTTSL303 Sell tourism products and services

SITTTSL304 Prepare quotations

SITTTSL305 Process reservations

SITTTSL306 Book supplier services

SITTTSL308 Use a computerised reservation or operations system.

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 including active listening and questioning to:

obtain information on cruise operations, destinations and products

identify and qualify the information needs of customers

provide current and accurate advice to meet the destination and product preference needs of customers

initiative and enterprise skills to proactively seek cruise operation, product and destination information to assist with day-to-day sales functions

learning skills to continuously update knowledge of cruise operations, products and destinations

literacy skills to:

read and interpret information on cruise destinations, unfamiliar and detailed product information and complex information about health, safety and regulatory requirements for cruise destinations and operations

research, interpret and sort relevant information

technology skills to:

use a computer and keyboard

use online information systems to search for information

use social media to source current information and communicate with customers.

Required knowledge

sources of information on historical progression of cruise holidays and ship design

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

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

passenger safety and security

responsible conduct of gambling

responsible service of alcohol

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

sources of information on cruise products and destinations to include:

cruise line operators including 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 to include:

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 for cruise destinations to include:

passport and visa requirements

customs and quarantine

for 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 stereotypical and historical images of cruise holidays and common objections to purchasing, including:

expensive

sea-sickness

confining

boring

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 to include:

accommodation locations and categories

food and beverage venues

retail outlets

fitness, health, beauty and spa services

entertainment activities

kid's clubs and family activities

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

accommodation types

on board facilities and services

operational features of the itinerary

operational features of the ship

ship specifications

profile of different types of cruise passengers and their cruise product preferences to include:

singles

couples

families

groups

special interest

retirees.

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.

Features and benefits of modern ships may include:

features:

adult only areas and spas

alternative dining restaurants

atriums

bars and lounges

carrousel

kids clubs

learning studios

outdoor movie screens

recreational activities

rock climbing wall

waterslides

waver rider

zip liner

benefits:

choice of facilities, entertainment and activities addresses diverse interests and needs e.g. families

provide options to:

engage in activities to suit a variety of interests

try new things

variety and choice of facilities, entertainment and activities.

Governance issues may include:

passenger safety including children's safety

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

Passenger Bill of Rights

responsible conduct of gambling

responsible service of alcohol

security

waste management.

Information sources may include:

cruise line operators

government tourism authorities

Internet, intranet and extranet

local sales agents

organisation designed information systems

destination and product libraries

social media websites.

Health, safety and regulatory issues may include:

current health risks, including diseases, epidemics, and animal or insect infestation

customs and quarantine

natural disasters such as fire, flood, tsunami

political uprisings and civil commotion

tax free retail sales

terrorism threats or current acts

vaccinations

war.

Features and benefits of key ports of call may include:

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 tourist attractions:

man-made

natural

special features of the host community

special regional features.

Formal and informal research may involve:

accessing and reading promotional information, including travel guide books, and product brochures and updates

accessing the Internet and intranet

attending professional development activities including:

conferences

familiarisations

product launches

promotional seminars

trade shows

workshops

contact with other organisations:

cruise line operators including the use of business development managers

local sales agents

government tourism offices

formal study

informal discussions with colleagues and customers

liaising with trade and general media

listening to radio

personal on-site observation or exploration

reading trade and general newspapers, books and other references

watching television, videos and films.

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
Read and interpret information on the historical progression of cruising as a type of holiday. 
Source information on the historical progression of cruise ship design and features and benefits of modern ships. 
Research historical, current and emerging product development and market trends for domestic and international cruises. 
Identify cruise industry governance issues that affect customer participation. 
Use information when selling to dispel stereotypical imaging of cruises and handle purchase resistance. 
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 client appeal for a diversity of customer types. 
Obtain information on key operational features of cruise destinations including seasonality, visa, health, safety and regulatory issues. 
Source information on features and benefits of key ports of call within 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 the 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 a diversity of customer types. 
Obtain and interpret information on pre and post cruise transportation, accommodation and touring options including packages. 
Interpret any jargon or specifications in product information and accurately apply these to sales or booking activities. 
Identify the 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 seek scope of information to service a diversity of customer types. 
Accurately identify the specific information and advice needs of the customer. 
Promptly provide current and accurate information and targeted customer advice on cruise products and destinations. 
Provide appropriate scope and depth of information to meet customer needs. 
Provide targeted advice on features and benefits of cruise products and destinations to counter purchasing objections. 
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

SITTTSL314 - Provide specialist advice on cruises
Assessment task 1: [title]

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

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Result: Competent Not yet competent

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Assessment Record Sheet

SITTTSL314 - 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:

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