Application
This unit describes the performance outcomes, skills and knowledge required to work effectively as a guide. It covers key legal, ethical, safety, environmental and professional development issues that guides must consider in their day-to-day work.
This unit applies to guides who may work across multiple industry sectors as employees, volunteers, or independent contractors. They may operate within a single site, or in a particular city, region or tourist precinct, but often move across sites, cities and regions.
Guides apply discretion and judgement within established organisational procedures, and when guiding a tour or activity they take a lead role without supervision. Sometimes guides are the owner-operators of small tour operations.
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.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Plan guiding activity. | 1.1.Identify key guide information sources and contacts. 1.2.Review required roles and responsibilities for prospective guiding activity. 1.3.Plan resource, labour and logistical aspects of the guiding activity. 1.4.Use industry knowledge and guide networks to enhance the quality of guiding services provided to customers. |
2. Communicate with tourism industry operators. | 2.1.Liaise with internal and external stakeholders to organise all aspects of the guiding activity. 2.2.Achieve mutual understanding and agree on details relevant to guiding activities. 2.3.Provide accurate information and explanations about customer requirements and special requests. 2.4.Identify nature and key facts of operational problems and provide appropriate solutions in consultation with tourism operator. |
3. Guide tours or activities. | 3.1.Conduct guiding activities according to legal, industry and safety requirements. 3.2.Actively participate in risk assessment as an integral part of work activities. 3.3.Take account of ethical considerations for particular contexts. 3.4.Support sustainable work practices. |
4. Develop guiding skills and knowledge. | 4.1.Identify and use opportunities to update knowledge and skills required by guides. 4.2.Maintain knowledge of technologies used by guides. 4.3.Identify and access sources of guide support when required. 4.4.Share knowledge with colleagues to enhance quality of service provided to customers. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
plan and conduct three guiding activities with different customers or groups which involve:
liaising with one or more tourism industry operators
identifying potential operational problems and appropriate solutions
incorporating client requirements and special requests
undertake a full risk assessment for each of the above guiding activities that:
identifies inherent risks
identifies hazards
reports on hazards
demonstrate how legal, ethical, safety and sustainability requirements have been met in the planning of each of the above guiding activities.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
interrelationship between tour operations and wholesaling sectors and the role of guiding in the tourism industry
cultural considerations in dealing with industry colleagues, customers, suppliers and local communities
roles and responsibilities for guides, and the specific roles of each of these guides:
adventure guides
city hosts
driver guides
meet and greet guides
site guides
tour guides
tour managers
roles and services provided to guides by peak guiding bodies and industry associations to assist in developing guiding knowledge
industry and legal compliance requirements that affect guiding operations:
consumer protection laws
occupational licensing and industry accreditation
contents of various guiding codes of conduct or practice and the impacts of non-compliance
public liability and the guide’s duty of care
environmental laws
permit requirements for operating in protected areas
Queensland Tourism Services Act 2003 requirements for guides when working in Queensland
work health and safety
different types of technologies and their uses:
presentation technologies
radio-frequency identification (RFID) codes for handheld devices
social networking
opportunities to update own knowledge as a guide:
familiarisation tours
industry seminars
participation in industry accreditation schemes
participation or membership in professional guide associations
research
social networking
training courses
tourism operators that work in collaboration with guides:
inbound tour operators
other guides
retail outlets:
factory outlets
opal or souvenir outlets
tax free stores
suppliers of any tourism product or service that is a component of the touring itinerary:
accommodation providers
airlines
attraction or theme parks
coach companies
cultural sites
event venues
food and beverage outlets
tour operators and cruise operators
safety issues that affect guiding operations in particular contexts, particularly those related to customer safety in different environments
ethical considerations for guides:
compliance with industry codes of conduct
cultural considerations
dealings with local communities
dealings with Indigenous communities
provision of services as promoted or confirmed
relationships with industry colleagues, customers and suppliers
avoiding unconscionable conduct
sustainable work practices includes considerations for:
economic:
business profitability
environmental:
minimal impact practices
waste minimisation
social:
host community interactions
Australian Indigenous contexts.
Assessment Conditions
Skills must be demonstrated in an operational guiding environment. This can be:
a real guiding activity
a simulated industry environment or activity.
Assessment must ensure access to:
environments in which guiding activities take place:
tourist attractions
visitor sites
on board various forms of transportation
organisational specifications:
codes of conduct
procedures for liaising with tourism industry operators that are involved in the operation of guided activities
running sheets for tours and activities
incident report templates
passenger lists
risk assessment template
microphone
props and signage
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 organising a tour or activity 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
participants undertaking a tour or activity for whom the individual can act as guide; participants can be:
those participating in a tour or activity 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.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | read and interpret industry codes of practice and regulations. |
Writing skills to: | complete risk assessment documentation. |
Problem-solving skills to: | evaluate legal, ethical, safety and sustainability issues and requirements for guiding activities make decisions on appropriate behaviours and actions. |
Initiative and enterprise skills to: | make contingency plans when required, to deal with unexpected circumstances. |
Teamwork skills to: | work effectively with industry operators. |
Sectors
Tourism
Competency Field
Guiding