This unit describes a key sales and operational function for a diverse range of domestic and international tourism and hospitality products and services and applies to the full range of industry sectors.

The range of product knowledge required and the application of that information will vary according to the industry sector, workplace and job role. This unit does not require an in-depth knowledge of every product but focuses on the ability to collect and interpret any sort of tourism product information to fulfil any sales or operational need.

The unit applies to frontline sales or operations personnel who operate with some level of autonomy or under limited supervision and guidance from others. It is undertaken by a diverse range of people such as visitor information officers, retail travel consultants, corporate consultants, inbound tour coordinators, account managers for professional conference organisers, event coordinators, tour guides, hotel guest relations officers, tour desk officers, reservations sales agents and owner-operators of small tourism businesses.

Because of the broad industry application of this unit, it is critical that assessment is contextualised to meet the requirements of the specific industry sector, local tourism industry operations and the particular needs of the job role.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Identify and access product information.

1.1

Identify and access sources of product information.

1.2

Select appropriate sources according to organisation policy, commercial agreements and specific needs.

1.3

Source specific product information to meet the particular sales or operational need.

2

Interpret product information.

2.1

Interpret general information and apply this to meet the particular sales or operational need.

2.2

Interpret specific details about the product and accurately apply this information to meet the particular sales or operational need.

2.3

Interpret any special jargonor specifications in product information and accurately apply these to meet the particular sales or operational need.

2.4

Identify and assess any customer, sales or operational risks that relate to the product and apply these to meet the particular sales or operational need.

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:

verbal and written use of the 24-hour clock

literacy skills to read and interpret complex product information, including terms and conditions of their sale

writing skills to summarise information.

The following knowledge must be assessed as part of this unit:

sources of tourism product information and specific product types

major categories of tourism products and services

industry terminology and common abbreviations in relation to major product categories

specific legal issues relating to the interpretation of different types of tourism products.

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 access and interpret information on different categories of tourism products, ideally as a component of integrated work activity and to meet the different needs of multiple customers

knowledge of product terminology and procedures

project or work activities that show the candidates' ability to access and interpret product information within the context of the particular industry sector in which they are working or seeking work; for those undertaking generic pre-employment training, assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes

accessing and interpreting product information within typical workplace time constraints.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped industry-realistic office environment using appropriate publications, computers, printers and information programs currently used in the tourism industry to store tourism related information or demonstration within the applicable sales or operational environment for the sector, e.g. a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors

access to sources of product information such as sales kits, brochures, timetables, tour schedules, product manuals, supplier information kits, electronic information sources, information databases and computerised reservations systems.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

evaluation of integrated activities completed by the candidate which may include sourcing information on destinations, selling products, providing quotations and issuing documents

case studies to assess ability to obtain current, accurate and relevant product information for particular purposes and contexts

evaluation of product research activities and information presentations

review of product options prepared by the candidate to meet differing customer needs

written and oral questioning or interview to test knowledge of the sources of product information and various product features

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:

SITTTSL003A Source and provide international destination information and advice

SITTTSL004A Source and provide Australian destination information and advice

SITTTSL005A Sell tourism products and services

SITTTSL006B Prepare quotations

SITTTSL008B Book and coordinate supplier services

SITTTSL009B Process travel-related documentation.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

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.

Products and services offered within the tourism industry are diverse and may include:

transportation

transfers

accommodation

entertainment

tours

cruises

entrance to attractions or sites

travel insurance

tour guiding services

activities

meals

functions

special items with customer's corporate branding

special events

venue facilities

convention facilities

speaker services

audiovisual services

meeting or event equipment

special event consumable items

food, beverage and catering

currency and banking services.

Sources of product information may include:

principal or supplier of the product

product library

internet, intranet and extranet

organisation-designed information systems, e.g. inventory control database

state and federal government tourism authority information systems

international government tourism authority information systems

centralised reservations system (CRS)

global distribution system (GDS).

Specific product information may be found in:

brochures

e-brochures

timetables

tariff sheets

confidential tariffs

sales kits

supplier information kits

product manuals

advertising flyers

manufacturer specifications.

Particular sales or operationalneed may include:

providing destination and specific product information and advice

providing specific information and advice about the credentials of the tourism operator in minimising negative environmental, social and cultural impacts

selling tourism products to the customer

preparing quotations

booking and coordinating a supplier service for the customer

receiving and processing a reservation from a customer

processing financial transactions

issuing customer travel documentation

issuing crew documentation, e.g. operational or technical itineraries

organising functions

processing and monitoring meeting or event registrations

purchasing promotional products

hiring special equipment.

Specific details about the product may include:

costs, tariffs and rates

additional taxes and levies imposed

currency applied to the cost

terms, conditions and rules

scheduling information

product codes

booking procedures

point of departure

route taken

point of conclusion or disembarkation

touring inclusions and exclusions

technical specifications for audiovisual and other meetings and events equipment

specifications for products to be branded with corporate details.

Special jargon or specifications may include:

industry terminology

common abbreviations used in the tourism industry

use of the 24-hour clock

technical capacity of equipment.

Risks that relate to the product may include:

product price increase

fluctuations in exchange rates

unclear product, tax and levy costs

unclear product provision, deposit, payment and cancellation terms and conditions

seasonal non-availability of the product

non-operation of the product (e.g. cancelled tour departure)

safety risk to customer in participating in touring activities, e.g. with adventure activities

limitations in participation due to incapacity, e.g. age, disability or special licence requirements, such as driver's licence or SCUBA licence

products that cause negative environmental, cultural or social impacts such:

damage to environmentally or culturally sensitive areas or sites

disturbance or injury to fauna

physical damage to flora

introduction of exotic and feral species

damage to roads, tracks and fire trails

pollution from vehicle emissions and unmanaged waste

noise disturbance to the local community

trivialisation of culture.

Sector

Tourism

Tourism Sales and Operations

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.