This unit describes a key function for all people working in the tourism industry who require an essential and broad knowledge of the tourism industry to support all work activities. This unit applies to individuals working within any tourism industry sector, in any location and for any tourism organisation type.
It is relevant to those individuals working in any tourism operational and management role.
Elements and Performance Criteria
Source and apply general information on the structure and operation of the tourism industry.
Identify sources of information to understand the structure and operation of the tourism industry.
Access and comprehend specific information of relevance to the tourism industry.
Access and use knowledge of the tourism industry to enhance the quality of work performance.
Source and apply information on legal and ethical issues that impact on the tourism industry.
Obtain information on legal issues to assist effective work performance.
Conduct day-to-day tourism orgsnisation activities according to legal obligations and ethical industry practices.
Source and apply information on tourism industry technology.
Source and access information on current and emerging technologies that impact on the tourism organisation process.
Identify the potential effects of different technologies on the tourism organisation process.
Apply knowledge of current and emerging technology in day-to-day work activities.
Update personal and organisational knowledge of the tourism industry.
Identify and use a range of opportunities to update knowledge of the tourism industry.
Monitor current issues of concern to the industry.
Share updated information with colleagues, according to organisational procedures, and incorporate into day-to-day work activities.
This section describes the essential skills and knowledge and their level, required for this unit.
The following skills must be assessed as part of this unit:
research skills to identify, interpret and sort relevant information
communication skills including active listening and questioning to obtain information and to provide a verbal summary of information
literacy skills to read and comprehend the content of plain English information documents about legal issues, industry accreditation schemes and codes of conduct
writing skills to note take, summarise and record information in basic documents such as information sheets, portfolios and files.
The following knowledge must be assessed as part of this unit:
sources of general information on the tourism industry
structure of the tourism industry; the functions, key characteristics and business interrelationships of the different sectors of the tourism industry including the distribution roles of the following sectors:
attractions and theme parks
inbound and outbound tour wholesalers
retail travel agents
the general nature of allied and crossover industries including hospitality, meetings, incentives, conferences and events
the existence and primary functions of the major cross-industry and sector-specific industry associations especially those with which the business has a relationship
the existence and primary functions of trade unions in the industry
the existence and primary functions of local, regional, state and national tourism information service and marketing organisations
the existence and primary functions of tourism research bodies
the existence and key characteristics of occupational licensing, codes of conduct or ethics and industry accreditation schemes in the tourism industry, the impacts of compliance and non-compliance and the roles and responsibilities of individual staff members in these quality assurance processes
the existence and basic aspects of state, territory and local council laws that impact on tourism operations and actions that must be adhered to by tourism businesses, in particular laws that cover:
equal employment opportunity (EEO)
occupational health and safety and workers' compensation
child sex tourism
the delivery of tourism products in Queensland under the Queensland Tourism Services Act (2003)
legal liability and duty of care of customers
environmental protection (This would include requirements that must be met by tourism operators when delivering services.)
local community protection (This would include land ownership, management and access requirements that must be met by tourism operators when delivering services.)
consumer protection (This would include refund requirements that must be met by tourism businesses, terms and conditions of quotations and cancellation fees.)
responsible service of alcohol
current and emerging technology used in the tourism industry, including e-business.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to source initial and updated tourim industry information and apply this to day-to-day activities to maximise effective performance in specific tourism sector contexts
general knowledge of the tourism industry, including main roles, functions and interrelationships of different sectors, with a more detailed knowledge of issues that relate to a specific sector or workplace
general knowledge of the key environmental, community, legal and ethical issues for the tourism industry.
Context of and specific resources for assessment
Assessment must ensure:
access to a fully equipped office environment using appropriate computers, printers, communication technology, information programs and publications to facilitate the processes involved in sourcing industry information
access to information sources in order to conduct research and collect sufficient information
access to industry association membership information, codes of conduct and accreditation information
access to plain English documents that describe key tourism and general workplace legislation.
Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to develop and update tourism industry knowledge. The following examples are appropriate for this unit:
projects to research differing aspects of the tourism industry and delivery of the sourced information in a brief written or oral presentation
holistic tourism planning project activities that allow the candidate to demonstrate the application of knowledge to specific tourism industry contexts and situations
case studies and problem-solving exercises to assess application of knowledge to different situations and contexts
written and oral questioning or interview to test knowledge of different sectors of the tourism industry and their interrelationships, the key content of legislation and industry codes of conduct
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended for example:
SITXADM002A Source and present information
SITXCOM004A Communicate on the telephone.
Guidance information for assessment
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.
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 in the performance criteria is detailed below.
Sources of information on and opportunities to update knowledge may include:
formal and informal research
legislation or plain English publications describing the law and responsibilities to comply
industry associations and organisations
computer data, including internet
personal observations and experience
informal discussions and networking with colleagues
familiarisation tours of tourism destinations and facilities
participation or membership in professional industry associations
participation in industry accreditation schemes
use of industry codes of conduct or ethics.
The tourism industry involves a range of sectors and businesses including:
inbound tour operators
meetings, incentives, conventions and events
information services and promotion:
visitor information centres, regional, state and national tourism offices.
industry associations, councils, taskforces, research bodies.
Information of relevance to the the tourism industry must include:
different tourism markets and their relevance to industry sectors
relationships between tourism and other industries, including:
science and research
different sectors and businesses within the industry, their interrelationships and the services available in each sector
major tourism industry bodies and associations
economic and social significance of the tourism industry, which may relate to:
effect on local amenities and facilities
population change due to tourism development
community role in tourism
role of and impacts on local communities
environmental issues for tourism, including:
protection of natural and cultural integrity
minimal impact operations
land access and usage
specific features of the local and regional industry
career opportunities within the industry
roles and responsibilities of individual staff members in a successful tourism business, including ethical practices and quality assurance.
Enhancing the quality of work performance may involve:
making contacts with networks for obtaining key information to develop, deliver and improve improve tourism operations
suggesting new and improved ways of doing things
performing work duties within legal, ethical and social guidelines to ensure smooth tourism operations
improving skills, knowledge and productivity to improve tourism operations by accessing and attending industry professional development courses or activities.
Legal issues may include:
public liability and duty of care
land ownership, management and access
child sex tourism
Queensland Tourism Services Act (2003).
Ethical industry practices may realate to:
maintaining the rights and lifestyle conditions of local community residents
agreed compliance with codes of conduct, practice or ethics
truth and honesty regarding all information given to customers
declaration of commissions, fees and other charges
subcontracting and provision of services as promoted
procedures for payment of commissions
bookings at venues
confidentiality of customer information
gifts and services free of charge
preferred product arrangements.
Technologies that impact on the tourism organisation process may relate to:
current and emerging industry technology, including e-business
internal and industry wide reservation, operations and financial and tracking systems
project management systems
computer-aided design (CAD) systems.
Issues of concern to the industry may relate to:
maintaining organisational and industry profitability by productuctivity and pricing flexibility
environmental and social issues
industry expansion or retraction.
Working in Industry - Tourism
The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.