This unit describes the performance outcomes, skills and knowledge required to create, tailor and cost packages to meet the needs of particular markets or customers. This may include packages with complex itineraries or a wide range of products.

The unit applies to tour wholesalers, tour operations and event organisers, and to individuals working independently in senior operational or coordination roles with limited guidance from others. They complete complex itinerary planning, costing and operational coordination for new or enhanced packaged products.

Products may include brochured touring products, incentive and special interest group itineraries, events and series tours.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

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

source and package products for three different types of travellers from among the following customer groups or markets:

Australians travelling internationally (outbound)

domestic tourists travelling within Australia

international tourists travelling within Australia (inbound)

special interest groups, such as customers of a particular cultural background, ecotourism, event delegates, educational, sporting or incentive groups

develop and cost practical programs for each of the above travellers that include at least six product or service components listed in the knowledge evidence

package each of the above programs to ensure practical options that meet requirements of above travellers:

budget

cultural issues

destination preferences

integration, where appropriate, into a wider touring, event or sporting program

product and service preferences and requirements

time constraints.

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

tourism industry information sources

industry information or destination marketing networks and their value in research for the packaging process

research approaches relevant to packaging tourism products:

desk research

destination or site inspection

personal contact with tourism authorities, product suppliers or distribution network

customer or market product preferences and requirements relevant to the industry sector

market suitability considerations:

accessibility

availability

costs

features and benefits

product match to preferences and requirements

profit potential

quality credentials of operators:

customer service and satisfaction record

public liability and duty of care policies and procedures

environmental and local community protection credentials

reliability of other tourism operators:

in complying with laws

to provide promised products and services

safety record

features of typical supply and contractual arrangements with suppliers

key principles and elements of calculating complex packaged product costings and pricing structures

key financial factors impacting costing of programs:

commission or mark-up structures

exchange rate implications

profit margin requirements

special fees and other charges:

amendment fee

cancellation fee

communication fee

courier fee

credit card fee

itinerary preparation fee

loyalty program redemption fee

product booking fee

reconfirmation fee

service fee

transaction fee

visa and passport handling fee

taxes

distribution and marketing networks, especially those involved in distributing the proposed tourism product or program

industry commission or mark-up procedures and rates appropriate to the particular sector and the varying organisations in the distribution network

industry practices in packaging products and presenting pricing structures appropriate to different sectors:

different costing options:

per person

per room

group

all inclusive

ground content only

typical package styles for different markets or customer types

product or service components included in tourism programs:

accommodation

activities

audio-visual services

conference facilities

cruises

entertainment

entrances to attractions, museums, events and exhibits

food, beverage and catering

functions

meeting or event equipment

speaker services

special event consumable items

special items with customer’s corporate branding

tour guiding services

tours

transport

vehicle rental

venue hire

aspects of laws that impact on tourism operations and actions required of tourism operators:

consumer protection:

providing services as advertised

terms and conditions

refund requirements

cancellation fees

child sex tourism

legal liability insurance requirements and duty of care of customers

environmental protection:

licences

permits

accreditation

minimal impact practice

local community protection:

land ownership, management and access requirements.

Skills must be demonstrated in an operational tourism and travel environment where tourism products are packaged. This can be:

an industry workplace

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

Assessment must ensure access to:

customer and market information on which products can be based

current information and communications technology

current destination and product information sources that support the costing process:

brochures

tariffs

product sales kits

supplier contracts

customers sufficient in number to reflect different markets and customer types, as well as different required packages; 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.

Tourism

Planning and Product Development