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

SITXCCS002 Mapping and Delivery Guide
Provide visitor information

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITXCCS002 - Provide visitor information
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to access general information on facilities, products and services available in the local area and to provide this to visitors.The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information is often provided face-to-face, but may be by telephone or other remote mechanisms. It applies to frontline service personnel who routinely respond to visitor requests for general local area information. They may be working independently or with guidance from others in restaurants, hotels, wineries, attractions, entertainment venues, tour operations, visitor information centres and at tour desks.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 an operational customer service environment in a service based industry such as tourism, travel, hospitality or events where information is sourced and provided to visitors. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

sources of information on the local area facilities, services and general products, and their availability

organisational specifications for customer service standards

visitor surveys and feedback forms

visitors from different cultural backgrounds with whom the individual can interact; these can be:

visitors to an industry workplace 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.
Prerequisites/co-requisites
Competency Field Client and Customer Service
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: Access and update visitor information.
  • Identify and access sources of visitor information.
  • Obtain general information on local facilities, products and services to meet different visitor needs.
  • Share information with colleagues to support the efficiency and quality of service.
  • Identify and use opportunities to update and maintain local areaknowledge.
       
Element: Provide information to visitors.
  • Identify specific information and assistance needs of visitors, including those with special needs.
  • Provide appropriate scope and depth of information to meet visitor needs.
  • Identify and use opportunities to promote internal products and services.
       
Element: Seek feedback on information provision.
  • Proactively seek visitor feedback to ensure required information has been provided.
  • Follow procedures for any formal visitor evaluation.
  • Provide information on visitor feedback to relevant 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 describe the essential outcomes.

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

1. Access and update visitor information.

1.1.Identify and access sources of visitor information.

1.2.Obtain general information on local facilities, products and services to meet different visitor needs.

1.3.Share information with colleagues to support the efficiency and quality of service.

1.4.Identify and use opportunities to update and maintain local areaknowledge.

2.Provide information to visitors.

2.1.Identify specific information and assistance needs of visitors, including those with special needs.

2.2.Provide appropriate scope and depth of information to meet visitor needs.

2.3.Identify and use opportunities to promote internal products and services.

3. Seek feedback on information provision.

3.1.Proactively seek visitor feedback to ensure required information has been provided.

3.2.Follow procedures for any formal visitor evaluation.

3.3.Provide information on visitor feedback to relevant 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:

provide current, accurate and relevant information about local area features to three different visitors on three different occasions

provide above information and assistance in a culturally appropriate manner and according to organisational service standards

extend personal knowledge of relevant facilities, products and services

seek formal and informal feedback from visitors on above services.

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

sources of information on the available local area facilities, products and services:

brochures

library

local council

local people and local identities with specialised knowledge

local visitor guide booklets and maps

online reservation systems

organisation information

organisation-designed information systems

principal supplier of a product

product library

room directories

social media websites

state or territory government tourism authority information systems

timetables

information on the local area features:

accommodation options

dining options

entertainment venues

local attractions

local personal services facilities

local shopping facilities

local transport options

organisation-specific information

road conditions

sporting facilities

tours, local outings and trips

travelling routes

weather conditions

organisational service procedures and standards:

designated response times for acknowledging customers and their enquiry

personal presentation and hygiene standards

awareness of customs and practices of various social and cultural groups of visitors to assist with meeting visitor needs and expectations in regards to:

modes of greeting, farewelling and conversation

body language and body gestures

formality of language

clothing

methods of collecting feedback:

formal:

surveys

interviews

structured questioning

informal:

observation

casual discussion

organisational service procedures and standards.

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 describe the essential outcomes.

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

1. Access and update visitor information.

1.1.Identify and access sources of visitor information.

1.2.Obtain general information on local facilities, products and services to meet different visitor needs.

1.3.Share information with colleagues to support the efficiency and quality of service.

1.4.Identify and use opportunities to update and maintain local areaknowledge.

2.Provide information to visitors.

2.1.Identify specific information and assistance needs of visitors, including those with special needs.

2.2.Provide appropriate scope and depth of information to meet visitor needs.

2.3.Identify and use opportunities to promote internal products and services.

3. Seek feedback on information provision.

3.1.Proactively seek visitor feedback to ensure required information has been provided.

3.2.Follow procedures for any formal visitor evaluation.

3.3.Provide information on visitor feedback to relevant colleagues.

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Opportunities to update and maintain local area knowledge must include at least four of the following:

informal discussions with colleagues and visitors

internal newsletters and external promotional material

local information centre

participating in local familiarisation tours

local media: newspaper, radio and television

personal observation or exploration

principal or supplier of the product or service

staff noticeboards

team meetings.

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
Identify and access sources of visitor information. 
Obtain general information on local facilities, products and services to meet different visitor needs. 
Share information with colleagues to support the efficiency and quality of service. 
Identify and use opportunities to update and maintain local areaknowledge. 
Identify specific information and assistance needs of visitors, including those with special needs. 
Provide appropriate scope and depth of information to meet visitor needs. 
Identify and use opportunities to promote internal products and services. 
Proactively seek visitor feedback to ensure required information has been provided. 
Follow procedures for any formal visitor evaluation. 
Provide information on visitor feedback to relevant colleagues. 

Forms

Assessment Cover Sheet

SITXCCS002 - Provide visitor information
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

SITXCCS002 - Provide visitor information

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: