Application
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.
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. Source component products. | 1.1.Identify product objectives in consultation with appropriate colleagues and customers. 1.2.Determine customer or market destination and product preferences and requirements. 1.3.Identify and research potential destinations and component products and services. 1.4.Assess destination and product details for market suitability and consider innovative options when appropriate. 1.5.Assess quality credentials of operators and their products. 1.6.Select destinations and products based on research. |
2. Package component products. | 2.1.Develop packaged products or programs to meet requirements of specific customers or markets. 2.2.Combine and integrate program components to create maximum value and saleability within constraints. 2.3.Make agreements with suppliers according to organisation profit and other requirements, and confirm in writing. 2.4.Check and incorporate legal requirements. 2.5.Cost programs to ensure profitability and consideration of key financial factors. |
3. Finalise product packaging. | 3.1.Clearly document and present product or program and pricing structures, including details of inclusions, exclusions and add-ons. 3.2.Review and adjust products or programs and pricing structures in response to feedback from customers or colleagues. 3.3.Present final product or program details for approval within required timeframes. |
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:
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.
Evidence of Knowledge
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.
Assessment Conditions
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.
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: | interpret complex supplier component product information, contracts and costs. |
Writing skills to: | document complex product information, programs and pricing structures and specific conditions that apply. |
Oral communication skills to: | liaise with customers and colleagues on practical operational issues. |
Numeracy skills to: | calculate complex costing components and different commission and mark-up structures. |
Problem-solving skills to: | respond to need for variations and adjustments in potentially complex itineraries or products. |
Initiative and enterprise skills to: | assess research findings and match destinations and products to specific customer or market needs. |
Technology skills to: | use software to prepare and present different package components for different customer types or markets. |
Sectors
Tourism
Competency Field
Planning and Product Development